Hilton Garden Inn Cusco — Hotel in Distrito de Cusco

We stayed at this hotel for 2 days and we did not find the front desk staff friendly during our stay. We left our bags with the hotel to travel to go to Machu Picchu and upon returning we wanted to check back in. Due to timing of our arrival being after midnight we were not sure if we needed to book two nights or if early check-in was available. During our trip around South America we had instances where we were given early check-in if arriving in the early hours of the morning (this actually occurred at another Hilton in another city). We checked online and the hotel had availability for both nights, but once we got there they said that no rooms were available. I mentioned we checked online and there were rooms available and we are more than happy to pay for 2 nights. The front desk told us that there are rooms available for tomorrow so you are more than welcome to wait until the check in. We mentioned that we saw rooms available online for tonight as well (before midnight) and their response was that they do have rooms but the rooms are not clean and since there is no cleaning staff to clean them, we would have to wait until the check in time. I questioned the hotel about what would have happened if we made the booking online as it showed availability, they could not provide an answer. They made no effort to clean the room so that we could stay, and when we were leaving for another hotel we saw cleaning staff come out of the elevators, cleaning the elevators. So once again we felt that there was absolutely no customer service being provided. We went to another hotel (Marriott which has never disappointed in providing great customer service) who quickly made a room available for us and when we offered to pay for 2 nights they offered us early check in due to the time and only charged us for one night. It was great to see that other hotels in the area provided customer service that the Hilton so very much lacked. I would not recommend the Hilton hotel as service was very poor. I am pretty easy going but these circumstances were bothersome and I expected better customer service from a Hilton chain, so we contacted Hilton customer service directly. Though the representatives were apologetic, unlike the hotel team, we received an email that after reviewing our file, the hotel has advised them that they have contacted us. This was false. We replied to Hilton that we did not receive any communication from the hotel, and we received a response that the matter has been forwarded directly to the hotel management and we should be receiving a response and have the matter resolved to our satisfaction within 3 days. We never received a response from the hotel and we are beyond disappointed in Hilton for not taking any actions or care in this matter. I am not sure why Hilton expected the customer service to get better after how poor it was when we stayed...

This review is POV of a tourist from South east Asia. I have been to various countries. And I will tell you if I where to choose this place over a local Hospedaje in Cusco. I will choose to stay the later. Their customer service SUCKS. Hilton garden inn management if you are reading this you should put your staff to training. This are what I observed and what I experienced. No one is stationed in the entrance door to open the door! Lol which is a no brainer. This is a hotel right? Are they you supposed to received guests?

No one is there at the restaurant to receive you also to welcome and ask what you want to eat or where do you prefer to seat. Lol are you sure you are in hospital industry? Other hotel are very proactive assisting their guests.

What is worst is that when someone approaches us. The nerve to ask if we come from streets lol or have reservations. With or without are we supposed to be treated differently? Take note this whole thing happened in your native language Spanish so I assumed no misunderstanding shall happen since language barrier is not an issue.

Upon serving us the food we ordered . The server keeps on repeating what is the condiments as if it’s our first time to see one. It’s just simple soy sauce come on. We are hungry that time already and frustrated so what’s the point? My gosh this is the worst Hotel experience I’ve ever had traveling. And. Note i am not in Peru for just a couple of days. Sỗ every time I will see or hear Hilton gosh the bad experience haunts me. Why? Because I was the one who pushed to go there visit you guys to celebrate mu marriage anniversary with my husband.

I really hope you read this and try to reflect inside your organization. Try to go other hotel inside cusco , at Lima and other countries. And you will see at par how far you are from...

5-star service! Hilton Garden Inn is a stunning hotel. The courtyard, alcoves and conservatory are beautiful and restful. The staff are extremely attentive. Yihamil made our stay extra pleasant by learning our names and greeting us each day. He even arranged a birthday desert for my husband’s birthday sent to our room!||A few items about the hotel that have not been mentioned in previous reviews. Rooms have hairdryers, along with shampoo and conditioner. There are laundry facilities on the premises. There are also laundry places down the hill if you want another option. (Less expensive)||Breakfast was worth it! I enjoyed trying Peruvian dishes like beans & rice, fried trout, pastries, and desserts along with the omelets made to order, waffles, and pancakes, fresh fruits, yogurt, fresh juices, etc. There are so many things to try! Everything was delicious. To make it even more amazing, one day a Peruvian harpist came in and performed during breakfast. Wow!||We also visited the restaurant after a busy day. Everything we ordered was delicious! Once more, Yihamil made some great recommendations from the menu. ||Final note—location: the Hilton Garden Inn is set atop a hill overlooking Cusco. The views are beyond beautiful. It is about a 7-10 minute walk down to Plaza De Armas-Cusco’s main square. Be prepared for a trek back up! Other reviewers mention the steep stairs up from the square. They are true! The Hilton Garden Inn does not have a fitness center—but it is not needed. Just walk up the stairs from the Plaza a few times a day and you will be in the best shape of your life!||Thank you to Yihamil, Alfredo, Vanesa and staff for making this such a memorable stay! Truly one of the nicest hotels I have ever stayed at! We...