Encantada Casa Boutique Spa Hotel — Hotel in Distrito de Cusco

Review Title: Beautiful Setting Undermined by Chaotic, Incompetent Service||||We stayed here for three nights in May. Despite the property’s obvious potential, our stay was disrupted many times by unprofessional, disorganised, and frankly careless service that made us more stressed than relaxed.||||Positives:||The setting was peaceful the view is lovely and the location is decent - close to the main square, though there was a steep walk.||||Negatives:||||Massage Booking Mishap:||We visited the hotel in person days in advance where we booked massages and paid a deposit. During our actual stay a few days later, we arrived for the appointment and the staff had no record of the booking or the payment. We were able to rebook a couple hours later but we were only spared not having to pay twice because we kept the receipt. The experience was completely avoidable and revealed a total lack of basic organisation and we were offered no apology.||||Lost Laundry:||We used the hotel’s laundry service which included some expensive items and several went missing. The hotel had no system for tracking what had been handed in we had to chase up multiple times to ask if they could take a look for them. Each follow-up was like a brand new conversation, with no one seeming to have any memory or note that we had previously asked reception for this to happen and not once did anyone seem particularly bothered. One item was returned - dirty - just before checkout. The rest were never recovered.||||Refund Disaster:||By far the most egregious experience. As an apology for the laundry debacle, we were told we’d receive a 50% refund on our massages and when it came to check-out, we only paid half the amount, as promised. However, the day after leaving - and with no communication this would happen - the remaining charge was taken from my card. I got hold of the hotel and explained the situation and was promised the money would then be refunded. After chasing them for two months via phone calls, emails and Whatsapp, we were fed a mix of silence (most of our Whatsapp messages were left on read) and empty reassurances: “the money has been sent,” “try emailing us,” etc. The refund never came.||||Other Disappointments:||- Ants got into our (sealed) food after just an hour in the locked room.||||- The in-room lockbox was broken, and staff couldn’t find the spare key, which was a serious concern given the our room was on the ground floor next to a communal area.||||- A bar across the street played loud music until 11 PM - something to consider if you’re hoping for uninterrupted peace and quiet.||||Overall:||This place could be special, but the sheer incompetence on display - from mismanaged bookings to vanishing laundry and broken promises - made it one of the most frustrating hotel experiences I’ve had. A nice view unfortunately could not compensate for feeling ignored and undervalued as a guest. I wouldn’t return, and I would actively...

Review Title: Beautiful Setting Fatally Undermined by Chaotic, Incompetent Service

We stayed here for three nights in May. Despite the property’s obvious potential, our stay was repeatedly disrupted by unprofessional, disorganised, and frankly careless service that left us more stressed than relaxed.

Positives: Yes, the setting is peaceful and clean. The view is lovely, and the location is decent - close to the main square, though prepare for a steep walk.

Unfortunately, that’s where the positives end.

Negatives – and There Were Many:

Massage Booking Disaster: We visited in person days in advance, booked massages, and paid a deposit. When we arrived for the appointment, staff had no record of the booking or the payment. Only after producing a receipt and wasting time of our day were we grudgingly rebooked. The experience was completely avoidable and revealed a total lack of basic organisation.

Lost Laundry – and Lost Time: We entrusted the hotel’s laundry service with some expensive items. Several went missing. Staff had no system for tracking what had been handed in and treated each follow-up like a brand new conversation. Not once did anyone seem particularly bothered. One item was returned - dirty - just before checkout. The rest were never recovered.

Refund Promised, Then Dodged: As an apology for the laundry debacle, we were told we’d receive a 50% refund on our massages and, at check-out, we only paid half price. However, the day after leaving, the remaining amount was taken out of my card, with no communication or warning that this would happen. I contacted the hotel to explain the situation, and they said they would refund the charge. After chasing them for two months, across phone calls, emails and Whatsapp, we were fed a mix of silence (most of our Whatsapp messages were left on read) and empty reassurances: “the money has been sent,” “try emailing us,” etc. The refund never came.

Other Disappointments:

Ants got into our (sealed) food after just an hour in the locked room.

The in-room lockbox was broken, and staff couldn’t find the spare key—a serious concern given the ground-floor location next to a communal area.

A bar across the street played music until 11 PM—something to consider if you’re hoping for uninterrupted peace and quiet.

The wifi was awful and was not really fit for purpose - you had to sit in the lobby to get a somewhat decent connection.

Overall: This place could be special, but the sheer incompetence on display—from mismanaged bookings to vanishing laundry and broken promises—made it one of the most frustrating hotel experiences I’ve had. A nice view can’t compensate for feeling ignored and undervalued as a guest. I wouldn’t return, and I wouldn’t recommend...

Let me start by saying I hate writing bad reviews but this place leaves me no choice. We travel alot and I’ve stayed in hostels that are better. I’ll just list:|1. They shut the heat off from 4:30 am until 6:30 pm. It was cold in Cusco and when we went back to our room I had to wear a hat and jacket. We asked about this and they said it was their policy. They gave us a water bottle to keep warm. (Doesn’t work)|2. The plug in the bathroom was coming out of the wall so when I would plug in the blow dryer I had to be careful not to electrocute myself.|3 speaking of blow dryers, this was the old type that doesn’t work well and catches your hair in it.|4. Lots of noise that would keep most sleepers awake. Fortunately we sleep well but it was always loud. |5. The first day we came back from an excursion at 3:00 and the room hadn’t been made. We had to call for cleaning service and remind them each day. |6. The shower water was lukewarm warm with no cold water turned on.|7. The last day after cleaning they didn’t give us enough towels.|8. The internet was horrible. Many times it cut out.|9. The tv never worked despite them allegedly fixing it several times. |10. The massage was supposed to be deep tissue but barely was a basic.|The only reason I have given the a 2 is when we finally got the manager on our last day he offered to switch rooms (no one had done that before) but we were leaving so declined. He also tried to find an electric header but it also didn’t .work. I felt like he tried somewhat. No one else seemed to care. On the plus side: the chef made good eggs.||Also the pictures of the rooms on line don’t look like our...