Hotel Lucerna Tijuana — Hotel in Baja California

Hi, I’ve got to be back in Tiajuana in 2 to 3 weeks then again in a few months. I was excited to stay at this hotel because of the amenities. My first night was at a hotel that didn’t have any and they served can and frozen food passing as fine dining (lol).

I made it to hotel Lucetne, after have mouth surgery for 12 hours. They put me in the dungeon. Oh! Btw- I’m the only black face here. They put me in the dungeon…a room that looked like it was almost for storage. I asked to be and have a manager call me. I went Karen on them. The manager never called but I was moved to their dungeon+ area. I was done at this point. I was just going to check out and go to the next best hotel. The next morning I told them to have the manager call me. Yes, sure they will call. Never did. I got back after 3 hours of being back at the dentist and told Mayra(sp?) at the front desk no manager called she said “ a manager said we can move you. Now, no one told me this . I back up to the front desk and was told that. What if I hang done that. Anyway she said a room will be ready soon. I say fine, I’ll go make an appointment at the doa and try and eat. I was in so much pain I just asked for the cheeses enchiladas dinner. I couldn’t even focus to read the menu. I got out because at the very least I could eat the beans. People, when I tell you they bought me old food, or maybe, frozen…I don’t know but it wasn’t fresh. I forgot to take a photo but it was absolutely embarrassing AND DIDN’T HAVE BEANS. I haven’t eaten food since Monday.

Now I’m in a new room. Maura briought me in and it’s better. She said the fridge is still on the floor though. I said no. This one was in a low cabinet. The other one was litterrly sitting directly on the floor in a spot it didn’t belong.

Now, I start sitting back and thinking. I asked to be put near the elevator…just in case I had a medical emergency. My hand to God they put me in the last room of the hall way by the exit door. if that’s not enough. They watch me. I feel like they know where I am at all times. I know of I go in somewhere they know it too. I hate to think of there was a group of us here. I feel like they’d panic!

Anyway, the room is better but my overall experience sucks. Glad I got my teeth done but when I come back Ive got to take more time figuring out where I’m going to stay. I researched my dr and the area but not my hotels.

I doubt they’ll see this message but if you do Hotel Lucerne, it’s too late. I don’t want anyone calling me..well Mayra can but anyone else, save it. I asked to speak with someone three times and was denied. I know damn well if someone with status asked they would have jumped up in order to...

First and last time staying at this location. I've stayed in Ensenada and Culiacan Hotel Lucerna prior to this visit and nothing compares those locations.

When we first arrive to room 224 the sliding door was wide open and the room was hot. The tempeture was 76 degrees and after an hour or so the room would not cool down. We decided to go get something to eat and on the way out we stopped at reception to let them know that the ac was not cooling. We were told they will send someone to check it out.

After an hour we came back to the room and the maintance guy was working on the ac and said its going to take about 45 minutes to start cooling off. I said okay Thank you! We left the room and took the kids to go swimming and we return an hour in a half later and the room is still hot 76.0 degrees. Its about 11:15 pm I called reception to let them know that the ac is not working and they said let me send someone to check it out. I asked them if they could please move us to a room that the ac was actually working they said okay.

We moved to room 218 just to find out the ac was not working there either. We gave it an hour and it was not cooling off. Call reception again and they sent a maintenance guy to check it out. He was there for about 10 minutes and then he tells, I am sorry but I cannot fix the ac. Apparently something with the pipes or drain was plugged and it could not be fix. Its passed 12:30 am we get a call from reception that they are moving us to room 320 in the third floor. We get there and the room feels much cooler than the other 2 rooms. We get all settle ready for bed and its passed 1:30 am the ac is blowing hot air. At that point we are DONE moving we just want to rest and be able to be up at 6 am for a doctor appointment.

We got up in the am and went to the appointment came back and stopped at reception and told them about the ac not working and they offer to move us to a 4 room at 9 am. At this time, I am exhausted I dont want move to another room I just want to be able to rest for a few hours before we head back home. I was told they were sending someone else to check out the ac and know one showed up. We were able to sleep for a couple hours.

When we check out I asked to speak with the manager and Mayra Medina spoke with me an apologize for the inconvience and offer to give us a 10% discount for the trouble $16.00 out of $185.00 that we payed for a 4+ star hotel.

Will NEVER AGAIN STAY AT THIS PLACE!!!

Please go...

I stayed here at this So called Luxury Hotel but let me tell you if I could give a 0 start I would , the staff is rude and no training in hospitality whatsoever! My friend and I were harassed by "Luis " the night manager , he went to our room with a rude attitude to asked us to Lower the volume of the music because the next door guest had surgery "which it's none of our business , he also broke the confidentiality of that guest ! We asked him why he was being so rude And why he was talking us that way !

He continued to be rude and nasty But , We closed our door and not even a minute goes by when he knock on the door again And said " did you say something "? We responded no , he said didn't I said lower the volume , we told him again We are you treating us this way in a rude manner ? I told him I am paying just the same as the other guest and he tried to push the door open but we didn't let him

We asked him if we could change rooms And he said No , but you can leave the hotel now !

My friend told him , we have never been treated this way before , why are you being so rude ! We closed the door but let me tell you I have never been harassed in any hotel like he did to us !! I am guessing he has never been trained , no professionalism or hospitality at all !

We went to reception to complained about him and we saw him , he went inside right away and he sent someone else to help us , this other person told us that he said we screamed obscenities at him which was a total lie !!!

We also complained about the smell in the bathroom but we were ignored so no one came , the bathroom smell horrible like the gutters were on our nose ! They gave us the last room in the hotel which was not so nice ! No ventilation to the room !

On my check out I complaint again about all the situation but I was told that they were going to sent me an email with a survey to make the complaint in writing but until now I haven't received it yet !

This is a nightmare hotel !

Very cold and unprofessional staff with no training on...