2/10 Terrible
Duane
Traveled with family
Jun 17, 2024
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The receptionist has bad customer relations skills. After two plane rides we had landed in Cuzco and the taxi from the airport could not take us all the way. He dropped us (two adults and two kids under 10) off 2 km away from the hotel apologizing for the festival traffic and making us walk with 4 backpacks and 3 suitcases the remaining distance.
I arrived in the hotel, they had 0 customers. The lady at the desk did not even stand up and greet us. Then, we got our key and went to the room. I cooled down (from sweating) and went back to chat with her. Two weeks prior I sent them an email for a hotel pickup. I showed her the email, she looked on her computer but didn’t tell me if it was there or not. I also called Expedia, spoke to them and asked if they could also send an email in Spanish, to which they did and cc’d me in. In addition, also tried calling the hotel phone number the day before the flight and the moment we got off the airplane. I showed her my call history and she said her phone is fine but did not ring. Even pointing at it. Two reasons I chose the hotel, airport shuttle and free breakfast. That was my filter results. The receptionist denied getting any email or calls and also said they would never offer an airport shuttle. I stayed calm despite her being not just firm but skeptical of me. I then asked where the nearest food was that my son needed just a snack and she just said the square and pointed out the door.
Duane
Stayed 1 night in Jun 2024