Torre Lucerna Hotel Ensenada — Hotel in Ensenada

The facility itself I would rate a 5. It's visually appealing, very nice hotel with a great view That’s It!! The reason I am giving one star is because of the service. I made an online reservation and arrived at the hotel at about 1- 1:30 just to see if possible, our room would be ready although technically check-in is at 3 (per usual). First off when you arrive no one greets you or anything to let you know where to park for check-in, nothing. You walk in the hotel you see a table with hand sanitizer and temp checker but no one is there to do it so no real precautions taken on their behalf. The lobby area is packed with people one again no precautions on how many people are congregated in a single area nor are face masks enforced half of the people wear half don’t, whatever to each its own. It just really makes you wonder on their cleanliness practices… We finally get up to the receptionist she checks the reservation and lets us know it will be another hour and a half, no problem we had plans to go to La Bufadora.Ok, so fast forward we go about our day get back to the hotel at 6 pm ready to shower enjoy dinner at one of there restaurants, kids enjoy night swimming the whole experience……NOT. Once again, we are told our room isn’t ready…. I’m so confused? 5 hours later our room still isn’t ready supposedly another 30 min. So, we sit right there in the lobby another 30 min. mind you other couples and groups are coming in and getting key cards but were still waiting technically since 3 since that is check-in time. We speak to the reception again she can’t give us a time frame now and apparently; they assign you rooms so if “your room” isn’t clean then your just SOL not first come first serve for available rooms. We decide to get a drink at this point because we are so frustrated what else can we do, which brings me to another point in their poor customer service. They do not offer you anything while you're waiting all this time for your room to be cleaned not a bottle of water complimentary drink NOTHING!! Ok, so we go out by the pool to ask for a menu we see people have food and drink the kids are starving at this point. Not to my surprise, no one can find a menu, no one comes to let us know they couldn’t find a menu, no one comes to take a drink order once again NOTHING! Lol, so we walk up to the bar stand there waiting for one of the 2 bartenders to ask us what we want that took a good 5 min or so and there were only 3 other people actually at the bar that had drinks already… finally get a drink. At this point its been an hour and a half and our room is still not ready and it takes another hour for someone to come ask us if we want to order anything, still, no menu be we order some food. Another point to make is the service is slow it took over 30 min for them to bring the kids 2 sodas and they forget you have to ask multiple times for the same thing. Fast forward 4 more hours so 11 PM 8 HOURS after check-in they finally give us a room but not without trying to tell us check out is 12 pm!! What a joke we at least got them to agree to a 6pm check-out but our whole experience was ruined at this point. They offer no discount, no room upgrade, no free meal, no drink, and barley an apology or explanation. The room was as expected it was clean and looks as it does on the website but not worth getting checked in at 11 pm ruining your whole evening plans and experience and definitely not worth the $200 I’ve had WAY BETTER service at 2- and 3-star hotel. Definitely, never going back…. Reserve at your own risk. Oh, and just to add we were not the only people who’s rooms were not ready so this was not an isolated situation one couple who we met outside had been there since 12 and they didn’t get their room till 10 pm. WORST...

Too start off more than anything I don’t recommend this place. First of all horrible service !!! I’m so embarrassed on how our own race discriminated us. The ladies upfront that checked us in were so rude I personally asked for the pool table equipment the lady went into to a closet looking for them and came back out and said I had to go around and ask for the stuff myself because they didn’t know where they were at. After that I had gone into the bar and was waiting for the guy to take my order he said he was going to help me once he was back was waiting there for more than 40min waiting to order my drinks and I got no help at all he was there just wondering around and he even helped people before me and yet no help at all. After that I had to seek for help with someone else at the dining and that’s when he came over to take my order he wasn’t too happy either to help, he took my order I also asked him about the billiard equipment he said to ask the ladies upfront and I told him about the incident and he went into the same exact closet and it didn’t even take him 2 mins to get the equipment and handed it over to me. With that done I was more than done with the night I was about to ask for another drink not to mention this was about to be my second drink they didn’t even ask if I wanted another drink they just brought the check without asking. I was so disappointed. So I headed up to my room not mention my mother and my siblings and aunt and her babies were there too but in there rooms so I headed up stairs to shower and get a rest after this incident not too mention this was our first night there. So once we started showering we started getting this awful smell of bleach. My mom was the first to notice the strong smell of bleach not too mention she was asleep when this happened we thought it was just the restroom since all the Covid thing going on, we had thought they put little extra bleach, but no the smell was still constant my siblings did shower and the smell still wasn’t gone so what we did was call room service and the guy came in to check and did confirm that they went a little overboard with the bleach but in water pipes and that they were going to let the manager know because the smell was too strong he would just recommend us to turn on the AC and open the windows that they couldn’t do anything about it and no te mention that in my aunts room the same thing happened and she did have a her 4yr old daughter there and her 4 month old too and my grandmother with her. And they experienced the same thing. They next morning we mentioned to the manager on site and all he said was sorry we didn’t stay there the following night we moved to HOLIDAY EXPRESS INN which was the best choice we made there service was the best there sheets were amazingly white. Also please check your sheets once you’re there and smell them please. This place is amazingly beautiful but there service doesn’t match there hotel. As I can see now I’m not the only one complaint about there service. But I do highly recommend HOLIDAY EXPRESS INN everything is amazing room service and not to mention...

I'm not sure if the date is correct on my review. This review is for my stay in December of 2018. Nice rooms, gorgeous property, but the site itself is just weird. It looks like it's on the water, but there's a subdivision between the hotel and the water. You get an ocean view after your eye climbs over the homes and construction sites. Two days in a row, we woke up at 7:30 to the unrelenting thud and clang of a light duty pile driver. But it was just as well one morning, because there was a kid or toddler trotting around the room above us, and every footstep vibrated right through the pillow I had wrapped around my head. This morning around 9am while we were lounging in our underwear, with the kids still sleeping, the maids knocked so timidly that I thought they were knocking next door. About five seconds later, they walked on in to service the room.

The staff are very nice and fairly helpful, but some of the restaurant staff are trained to wring the last peso from your wallet. There's no in-room coffee and no morning coffee included in the room. While it may seem petty to note that, it's also quite petty to charge for it. And the quest for drinking water was constant. There's none flowing anywhere in the hotel, and the only source they provide is a $3 bottle from the restaurants. Our waiter last night played dumb when we asked for glasses of water for our ten-top table. He even asked wryly if he should get some from the tap. I gave up to avoid making a scene, and added $30 to the check along with ten big, ugly plastic bottles to an otherwise beautiful dinner table. His tip saw an offset for it. Our server at the same restaurant earlier in the day had no problem bringing out glasses and a pitcher of water.

There are too many alternatives in the area in the same price range, on better real estate. We checked in planning to stay for a week, but two days is enough. One way this property stands above others is that the giant hot tub is as big as many hotel pools. The weather has been downright cold, but the kids have been able to stay and play in the water because of this feature.

Again, it's a beautiful place. I'd recommend trying it for dinner and drinks to decide...