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Reviews of Hotel Lucerna Ciudad Juarez

4.5 out of 5
Hotel Lucerna Ciudad Juarez
Paseo Triunfo De La Republica 3976, Ciudad Juarez, CHIH

Reviews

8.0

Very good

Rating 10 - Excellent. 535 out of 1000 reviews" "
Rating 8 - Good. 173 out of 1000 reviews" "
Rating 6 - Okay. 111 out of 1000 reviews" "
Rating 4 - Poor. 77 out of 1000 reviews" "
Rating 2 - Terrible. 104 out of 1000 reviews" "

8.4/10

Cleanliness

8.4/10

Staff & service

8.0/10

Amenities

8.2/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Richard

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff is excellent.
Stayed 3 nights in May 2024

10/10 Excellent

Omar

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great staff, always a pleasure going.
Stayed 1 night in May 2024
Response from Guest Service Manager. on May 13, 2024
We appreciate the time you took to respond to this survey, and we are pleased to know that your stay was most comfortable. We look forward to seeing you again to continue providing you with the attention you deserve.

8/10 Good

jose, indianapolis

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
The entire floor stink like sewage and my bed had a bed cover that all the feathers were coming out of it
Stayed 2 nights in May 2024
Response from Guest Service Manager. on May 17, 2024
We appreciate the time you took to respond to this survey, we will review the serious issues you mentioned so that it does not happen again in your future stays. We are sorry that your last stay was that way. We are waiting for you again so that we can change the image you currently have.

10/10 Excellent

Ramon

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff is great
Stayed 1 night in May 2024
Response from Guest Service Manager. on May 13, 2024
We appreciate the time you took to respond to this survey, and we are pleased to know that your stay was most comfortable. We look forward to seeing you again to continue providing you with the attention you deserve.

6/10 Okay

Christy, El paso

Travelled with partner
Liked: Staff & service
We have stayed in this property multiple times. I must say each time is worst. Things have not been well kept so everything is starting to look damage. My question is do this people EVER clean the curtains ??? OMG!!! They are disgusting!!!!! Stains all over and some have holes in them. Staff is always really nice and go above and beyond to make you feel comfortable.
Stayed 1 night in May 2024
Response from Guest Service Manager. on May 13, 2024
We appreciate the time you took to respond to this survey, as well as your preference in staying with us. We will review this cleaning issue with our housekeeper so that we do not have that problem again. We will continue working to make your stay as comfortable as possible and what you deserve.

10/10 Excellent

Oscar

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fruendly staff
Stayed 1 night in May 2024
Response from Guest Service Manager. on May 13, 2024
We appreciate the time you took to respond to this survey, and we are pleased to know that your stay was most comfortable. We look forward to seeing you again to continue providing you with the attention you deserve.

10/10 Excellent

Tryann

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was great outside and inside. I don't speak Spanish nut there was always someone to help me. From the front counter, various staff, and the cleaning staff. I felt very much at home
Stayed 2 nights in May 2024
Response from Guest Service Manager. on May 18, 2024
We appreciate the time you took to respond to this survey, and we are pleased to hear that some of your experience and service was rewarding. We hope to have you back with us so we can continue providing you with the experience you deserve.

10/10 Excellent

Ramon

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was great and helpful
Stayed 1 night in May 2024
Response from Guest Service Manager. on May 13, 2024
We appreciate the time you took to respond to this survey, and we are pleased to know that your stay was most comfortable. We look forward to seeing you again to continue providing you with the attention you deserve.

10/10 Excellent

Carlos, Midland Tx

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excelente servicio. Me dan atención vip
Stayed 1 night in Apr 2024
Response from Gerente de Servicio al Huésped on Apr 30, 2024
Le agradecemos el tiempo para contestar esta encuesta, y nos alegra y motiva que su experiencia sea grata. Con gusto lo seguimos recibiendo y seguimos a la orden. Lo esperamos nuevamente.

4/10 Poor

Joseph

Travelled with family, Travelled with family and small children
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Property wasn't as clean as I hoped. Bathroom had mold, towles were stained, found some trash in our room, and sliding door to the balcony didn't lock (which was a concers becuase of my toddler). For what they charge I will be choosing elsewhere next time.
Stayed 1 night in Apr 2024
Response from Guest Service Manager. on Apr 29, 2024
We appreciate the time you took to respond to this survey, we are very sorry that this had an impact on your stay. We will check directly with the housekeeper to ensure that it does not happen again with any of our guests. Just as we will work with maintenance to see these important details for your stay and safety. Let's hope that in the future you can give us the opportunity to reverse this image that you have with us. We wait for you

10/10 Excellent

Cesar

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Last minute stay…pleasantly surprised! Great rates, rooms, quality! I will come back!
Stayed 1 night in Apr 2024
Response from Guest Service Manager. on Apr 29, 2024
We appreciate the time you took to respond to this survey, and we are pleased to know that your experience was most pleasant. We look forward to seeing you in the future.

8/10 Good

Ramon

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Carmen is great always a treat when she attends me at front desk
Stayed 1 night in Apr 2024
Response from Guest Service Manager. on Apr 29, 2024
We appreciate the time you took to respond to this survey, and we are pleased to know that your experience was most pleasant. We will gladly forward your comment to our colleague Carmen.We look forward to seeing you on her next stay.

10/10 Excellent

Gracie

Liked: Cleanliness, staff & service, property conditions & facilities
great
Stayed 1 night in Apr 2024
Response from Guest Service Manager. on Apr 27, 2024
We appreciate the time you took. And we are pleased to know that your experience was satisfactory, we are very pleased. We are happy to know that our efforts are recognized.We are waiting for you again.

10/10 Excellent

Alexis

Stayed 2 nights in Jan 2024
Response from Gerente de Servicio al Huésped on Apr 29, 2024
Agradecemos el tiempo que se tomo para responder esta encuesta, y nos complace saber que su experiencia fue de los más agradable. Lo esperamos nuevamente.

10/10 Excellent

Jorge

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent option for business stays
Stayed 1 night in Apr 2024
Response from Guest Service Manager. on Apr 27, 2024
We appreciate the time you took. And we are pleased to know that your experience was satisfactory, we are very pleased. We are happy to know that our efforts are recognized.We are waiting for you again.

6/10 Okay

Jesse

Travelled with family
Disliked: Cleanliness
The shower was dirty
Stayed 1 night in Apr 2024
Response from Guest Service Manager. on Apr 27, 2024
We appreciate the time you took. We will review these points that you are indicating to us to verify what happened. We are very saddened by what happened, but we will improve so that it does not happen again. We are waiting for you again.

10/10 Excellent

Alberto

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location was great close to stores and couple of nice bars. The hotel parking lot has security around the clock so felt safe leaving vehicle. Staff is amazing really above and beyond! The food was good bartend was funny and friendly great way to start the evening. Felt very safe and secure well be returning.
Stayed 1 night in Apr 2024
Response from Guest Service Manager. on Apr 16, 2024
We appreciate the time you took to respond to this survey, and we are completely pleased to know that we are providing you with a comfortable stay. We look forward to seeing you on your next stay.

6/10 Okay

Ramon

Liked: Cleanliness, amenities, property conditions & facilities
Didn't receive vip
Stayed 1 night in Apr 2024
Response from Guest Service Manager. on Apr 15, 2024
We appreciate you taking the time to respond to this survey. We are sorry that you did not receive your benefits. We will review the situation so that it does not happen again.We look forward to seeing you again.

10/10 Excellent

Gilberto Jr

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay, great customer service!
Stayed 1 night in Apr 2024
Response from Guest Service Manager. on Apr 12, 2024
We appreciate you taking the time to respond to this survey, we are pleased to know that your experience with us was pleasant. We look forward to seeing you again to continue providing you with the experience you deserve.

10/10 Excellent

Ivette

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice
Stayed 2 nights in Apr 2024
Response from Guest Service Manager on Apr 12, 2024
We appreciate you taking the time to respond to this survey, we are pleased to know that your experience with us was pleasant. We look forward to seeing you again to continue providing you with the experience you deserve.

8/10 Good

jose, indianapolis

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Both elevators need to work one is no enough when hotel is booked
Stayed 3 nights in Apr 2024
Response from Guest Service Manager. on Apr 12, 2024
We appreciate you taking the time to respond to this survey, we regret that our maintenance work diminished your experience. We continue to improve so that in the future you can provide the experience you deserve. We look forward to seeing you again.

6/10 Okay

Ramon

Location
Stayed 1 night in Mar 2024
Response from Guest Service Manager. on Apr 15, 2024
We appreciate you taking the time to respond to this survey. We will review the details so that they are not repeated, and you have the experience you deserve. We look forward to seeing you again.

10/10 Excellent

Virginia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Gerente de Servicio al Huésped on Mar 26, 2024
Agradecemos el tiempo que se tomo para responder esta encuesta. Nos complace saber que su experiencia fue reconfortante. Lo esperamos nuevamente.

10/10 Excellent

jose, indianapolis

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Like the style of the room
Stayed 3 nights in Mar 2024
Response from Guest Service Manager. on Mar 11, 2024
We appreciate your time to respond to this survey, your comments are very important to us. And we are happy to know that your experience was completely pleasant. We hope to have you back with us soon, to continue giving you the experience you deserve.

10/10 Excellent

Ramon

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed my stay.
Stayed 1 night in Mar 2024
Response from Guest Service Manager. on Mar 11, 2024
We appreciate your time to respond to this survey, your comments are very important to us. And we are happy to know that your experience was completely pleasant. We hope to have you back with us soon, to continue giving you the experience you deserve.

2/10 Terrible

ABDON

Stayed 1 night in Mar 2024
Response from Gerente de Servicio al Huésped on Apr 1, 2024
Agradecemos el tiempo que dedico para responder esta encuesta, lamentamos que su experiencia no haya sido lo que esperaba. Seguiremos trabajando para que su experiencia sea de lo mejor en sus futuras visitas.

10/10 Excellent

Alicia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Gerente de Servicio al Huésped on Feb 27, 2024
Agradecemos el tiempo que se tomo para responder esta encuesta, nos alegra saber que su estancia fue de lo mas reconfortante. Esperamos tenerla nuevamente con nosotros en un futuro para seguirle brindando el servicio que se merece.

8/10 Good

LUZ P, Anaheim

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were allowed to check in early.
Stayed 2 nights in Feb 2024
Response from Guest Service Manager. on Feb 23, 2024
We appreciate you taking the time to respond to this survey. We are pleased to know that his stay was comforting, we look forward to seeing him again so we can once again provide him with the experience he deserves.

10/10 Excellent

Connor

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Gracias por todo el arduo trabajo y profesionalismo de sus empleados. No hubo ningún aspecto de mi estancia que cambiaría. El Hotel es tranquilo, seguro. limpio y tenía hospitalidad de 5 estrellas. ¡Estoy emocionado de regresar al hotel y a la ciudad! Continúe el increíble trabajo.
Stayed 3 nights in Feb 2024
Response from Gerente de Servicio al Huésped on Feb 23, 2024
Agradecemos el tiempo que se tomó para responder esta encuesta. Nos complace saber que su estancia fue reconfortante, lo esperamos nuevamente para poder brindarle nuevamente la experiencia que se merece.

10/10 Excellent

Richard

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Incredible hotel staff is the best I've encountered and willing to assist in anything you need if I could give more than 5 stars I would
Stayed 2 nights in Jan 2024
Response from Guest Service Manager. on Feb 19, 2024
We appreciate your comments, they truly motivate us to continue working to give you the experiences you deserve. We look forward to seeing you again.

10/10 Excellent

gilbert

Liked: Staff & service
Its safe and clean
Stayed 1 night in Feb 2024
Response from Guest Service Manager. on Feb 19, 2024
We appreciate the time you took to respond to this survey, we are pleased to know that your experience was what we expected. We wish to have you again with us. We wait for it.

10/10 Excellent

Dressel, St. Louis

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good place to stay. Staff great. Decent area around the property. I would stay again.
Stayed 2 nights in Feb 2024
Response from Guest Service Manager. on Feb 19, 2024
We appreciate the time you took to respond to this survey, we are pleased to know that your experience was what we expected. We wish to have you again with us. We wait for it.

10/10 Excellent

Victor, El Paso

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent service
Stayed 1 night in Jan 2024
Response from Guest service Manager on Jan 30, 2024
We appreciate the time you took to respond to this survey. We are pleased to know that your experience was what you expected. We look forward to seeing you again to continue serving you.

8/10 Good

Carlos, Midland Tx

Liked: Cleanliness, staff & service
Solo mal servicio del elevador
Stayed 2 nights in Jan 2024
Response from Gerente de Servicio al Huésped on Jan 22, 2024
Agradecemos el tiempo que se tomo para responder esta encuesta, y nos ayuda mucho saber sus comentarios. Estamos trabajando para que su siguiente estancia se la experiencia que usted se merece. Lo esperamos nuevamente.

10/10 Excellent

Ramon

Stayed 1 night in Jan 2024
Response from Gerente de Servicio al Huésped on Jan 22, 2024
Agradecemos el tiempo que se tomo para responder esta encuesta, y nos alegra saber que su estancia fue satisfactoria. Lo esperamos nuevamente para seguirle atendiendo.

8/10 Good

jose, indianapolis

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Rooms need some upgrades and some work
Stayed 2 nights in Jan 2024
Response from Guest Service Manager. on Jan 19, 2024
We appreciate the time you took to respond to this survey, we appreciate your comments. Which will help us grow and be better. We look forward to seeing you again.

6/10 Okay

Hugo

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, amenities
Stayed 1 night in Dec 2023
Response from Gerente de Servicio al Huésped on Jan 12, 2024
Agradecemos el tiempo que se tomo para responder esta encuesta, y apreciamos sus comentarios. Trabajaremos para en una futura estancia su experiencia sea de lo mas reconfortante. Lo esperamos nuevamente. Saludos.

10/10 Excellent

sergio

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Gerente de Servicio al Huésped on Jan 3, 2024
Agradecemos el tiempo que se tomo para responder esta encuesta. Nos alegra saber que su estancia fuera una experienca reconfortante. Lo esperamos nuevamente, saludos.

10/10 Excellent

Ramon

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Gerente de Servicio al Huésped on Dec 25, 2023
Agradecemos el tiempo que se tomo para responder esta encuesta. Y nos alegra que su experiencia fuera de lo mas satisfactoria. Lo esperamos nuevamente.

10/10 Excellent

Richard

Stayed 2 nights in Dec 2023
Response from Gerente de Servicio al Huésped on Dec 25, 2023
Agradecemos el tiempo que se tomo para responder esta encuesta. Y nos alegra que su experiencia fuera de lo mas satisfactoria. Lo esperamos nuevamente.

2/10 Terrible

lilia, houston

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was dirty. The bedding had stains. The carpet was dirty. I spoke with management and showed them Pictures. We took a disable room and it was not designed for disable people Or wheelchairs at all. This hotel was probably good in the 80’s you can still the smell of cigarette in the rooms. I will not recommend I will never stay there never again. Terrible.
Stayed 2 nights in Dec 2023
Response from Guest Service Manager. on Dec 20, 2023
We totally appreciate your comments, and we are concerned about everything you mentioned. Please know that we will take action on the matter, and that if you decide to give us another chance we will give you the experience you deserve.

10/10 Excellent

Mario Humberto

Stayed 6 nights in Dec 2023
Response from Gerente de Servicio al Huésped on Dec 20, 2023
Agradecemos el tiempo que se tomo para responder esta encuesta, nos alegra saber que nuestros esfuerzos estan haciemdo que tenga una excelente experiencia. Lo esperamos nuevamente.

10/10 Excellent

Jonathan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Gerente de Servicio al Huésped on Dec 20, 2023
Agradecemos mucho su tiempo para responder esta encuesta, y apreciamos totalmente su evaluacion. Y nos alegra saber que nuestros esfuerzos son bien apreciados. Lo esperamos nuevamente para seguirle ofreciendo una increible experiencia.

10/10 Excellent

Maricruz

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Gerente de Servicio al Huésped on Dec 20, 2023
Agradecemos el tiempo que se tomo para responder esta encuesta, y nos complace saber que nuestro esfuerzo ha hecho que tenga una excelente experiencia con nosotros. Lo esperamos nuevamente, saludos.

6/10 Okay

jose, indianapolis

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Elevators not working properly take too long to go up and down and stairs are lock up to get out
Stayed 2 nights in Dec 2023
Response from Guest Service Manager. on Dec 14, 2023
We appreciate you taking the time to respond to this survey. We regret this sad situation regarding our elevators. We are already working with the supplier to restore these problems. We look forward to seeing you again to show you our changes and improvements.

10/10 Excellent

Arturo

Travelled with family, Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
We asked for ice and it never showed up. We went to the front desk and they sent us to the restaruant. The person at the restaurant was very rood.
Stayed 5 nights in Nov 2023
Response from Guest Service Manager. on Dec 11, 2023
We appreciate the time you took to respond to this survey, and we are pleased to know that your experience with us was to your complete satisfaction. We hope to continue serving you during your next stay, we look forward to it.

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Nov 2023
Response from Gerente de Servicio al Huésped on Dec 1, 2023
Agradecemos el tiempo que se tomo para contestar esta encuesta, y nos alegra que su estancia haya sido de lo mas satisfactoria. Lo esperamos nuevamente.

8/10 Good

Magdalena

Stayed 2 nights in Nov 2023
Response from Gerente de Servicio al Huésped on Dec 20, 2023
Agradecemos el tiempo que se tomo para responder esta encuesta, y nos complace saber que su experiencia fue satisfactoria. Seguiremos trabajando para que su siguiente estancia tenga una experiencia memorable. Lo esperamos nuevamente.

10/10 Excellent

Jocelyn

Stayed 2 nights in Nov 2023
Response from Gerente de Servicio al Huésped on Dec 14, 2023
Agradecemos el tiempo que se tomo para responder esta encuesta, y nos complace saber que disfruto de su estancia. Lo esperamos nuevamente para seguirle brindando experiencias.

10/10 Excellent

Isabel

Stayed 1 night in Nov 2023
Response from Gerente de Servicio al Huésped on Dec 11, 2023
Agradecemos el tiempo que se tomo para responder esta encuesta, y nos complace saber que su experiencia con nosotros fue de su total agrado. La esperamos nuevamente.