Torre Lucerna Hotel Ensenada

Worst hotel experience I have had so far. I am a Titanium Elite member for Marriott so I stay in a lot of hotels. To start, we were early for check in, arriving at 12pm. We were here for a wedding so many other people in our group had issues. Unfortunately, we got it the worst. We were not checked in until almost 5pm. Many times it was stated they would call when our room was ready. They never did. After getting to the room, we realized it was not the two bed we had reserved months in advance. They couldnt change that until the next day. Their offer for giving away our room was comp breakfast. The next day I went to the desk multiple times to change our room. At first it was supposed to be 45 mins. 2 hours passed. So I went to ask again, where I was assured it was ready and that someone would be up to move us to our new room. After checking twice, another hour and a half and noone came. I probably wasted 8 hours of my vacation just waiting on rooms. Staff was always nice but had zero capability of follow through and ensuring things were handled. I also suggest not ordering food here. The pizza tasted microwaved and the nacho meat had the quality of dog food. We offered our friends to try and everyone declined because of how unappetizing it looked. In the end, the rooms and hotel look nice. The view is ok, but the lack of landscaping is ugly. Would not recommend staying here due to terrible service.

Good place.

A great hotel unless your room is facing the road. Terrible soundproofing and the noise of passing cars will keep you up all night. The rest of the facility is beautiful

High-end hotel.... service and quality.

The staff was very friendly and kind to babies too; we came with our 2-year-old toddler and our 5-month-old baby. From the bellhop to the waiter (Manuel) who served us during dinner at the WOW restaurant, everyone was kind and considerate towards my children. If I would stay here again with my children, I would just bring my baby's crib.