Ayni Cusco Hotel — Hotel in Distrito de Cusco

We arrived in Cusco early, 7 in the morning. We had planned to just use the bathrooms in the lobby to change and get freshened up and use their luggage room to leave our bags until check in time. We told them we had a tour at 9-12 and they immediately got us a room which was really nice. It sits on top of a hill and is at least a 15-20 minute walk to get to the main center. We were here for one night but then we’re checking out for one night for Machu Picchu but then checking back in for 3 nights. We were told to leave our luggage in our rooms because we would be staying in the same room when we got back, but when we got back they said they had to move our luggage to the storage because they needed our room so thankfully we had it all packed up. When we were given a different room it was 19:00, 7 pm, and we opened our door to see the room wasn’t cleaned at all. We let the front desk know and told them we were going to get dinner at the hotel restaurant anyways because we were tired and hungry. They were very apologetic and gave us both a free slice of chocolate cake after our dinner to apologize. Every time you leave the hotel they want your room key back- I think it is so you don’t lose it. Also you can only get into the hotel when pushing a button and waiting for the front desk to open the door. We unfortunately were given a room right below the bar and on our last night we had to get up early to leave Cusco but they were partying right above us until midnight- so avoid room 402 if you have to get up early for any reason! One of the showers had no shower curtain because it was a big tub and the other shower had the button broken so you couldn’t take a bath-...

My experience at Ayni the last 4 nights was exceptional. One of the highlights of my stay was the pleasure of interacting multiple times with Angelica at the front desk. She is a complete asset to this establishment. I’m not sure if she’s in a management position, but if she’s not, she would be great as a manager. She helped me countless times with my endless questions. She helped me to make reservations for a massage and taxi since I unfortunately only speak English. She ensured that my taxi driver knew where I was going and what I was expected to pay. Unfortunately, for me, I arrived at your hotel on Saturday night at the very beginning of a terrible chest cold. That, coupled with the altitude, made things physically very difficult for me. She always greeted me with a healing smile. There was another woman also on Sunday morning who came up to my room with my tour guide to check on me because I attempted to cancel the tour based on how awful I was feeling. They both were so sweet rallying me up, and she ran and got me some chicken noodle soup right away to get me on my feet. The love and warmth I felt from your team members was above and beyond. The same lady who delivered food to my room a few times was also so pleasant with the most warm smile every time. Lastly, my room was impeccably tidied up every day for when I got back to the room. I am so grateful for this entire experience. Physically, I felt so awful, but the customer service of your staff and the comfort and cleanliness of your hotel enabled me to actually have a pleasant experience in Cusco, sickness aside. I cannot thank you enough....

Absolutely disgusting experience. The room reeked of sewage—literally smelled like poop the entire time. To make matters worse, there were ants crawling all over the bathroom, including near the sink and toilet. The shower didn’t work, and when it did, there was no hot water whatsoever.||||Customer service was non-existent—no one cared, and when we asked to speak to the manager, they were never available and never called us back. The walls are paper-thin, so be prepared to hear every cough, conversation, and toilet flush from your neighbors.||||As for breakfast? Absolutely terrible. Cold, bland, and completely unappetizing. It felt like no one put in the slightest effort.||||This place should not be allowed to operate as a hotel. It was so bad we considered leaving early and losing the money just to get out. Save yourself the misery— stay literally anywhere else.||||To top it all off, Lidia Wilca, the so-called manager, was an absolute disgrace. Not once did she show up to address the issues, respond to complaints, or offer even the slightest apology. Her complete lack of professionalism, empathy, and basic accountability is shocking. If this is the person running the hotel, it’s no wonder the place is falling apart. She clearly doesn’t care about guests, customer service, or the hotel’s reputation. A manager like that is the reason places like this should...