JW Marriott El Convento Cusco — Hotel in Distrito de Cusco

This hotel was pointed out to me by one of my tour guides as Cusco's newest 5-star hotel developed from a colonial convent. I was pleased to hear that as we were to stay there for two nights when we got back from Machu Picchu. When we arrived at the hotel after a long train ride but hyped from having been to Machu Picchu, we were greeted in a cold and drafty reception area by very loud and not at all pleasant singing that was going on in the bar. Along with the glass partion, two face masks and a tentative command of English together made the receptionist all but unintelligible. When we arrived to our third floor room we could hear the thump thump thump from bar. This did not bode well. The receptionist informed us that we had been upgraded to the best room in the hotel and so i will judge it accordingly. The room was small and crammed with furniture. It had a nice balcony that faced the inner courtyard but it was partioned off by a lattice and some vine from the other very same balconies on either side. The amenities were nothing special. The robes were stiff and scratchy and the slippers were small and threadbare. The coffee maker was one of those environmentally toxic pod machines that was flashing a blue light that might be indicating it was being held hostage and the light was so bright that it could be a beacon to exoplanets in the next galaxy so I had to unplug it. Why it was situated in the closet area is a mystery. And speaking of lighting, the room was dark. Only the bed wall had any lights so we couldn't see our luggage on the opposite wall where the luggage stands were without casting a dark shadow on them. Like everything else, the bathroom was small. There was hardly any counter space and what little it had was cluttered with wooden boxes filled with typical hotel toiletries- again, nothing special. I am 6' and 186# and the glass shower stall was claustrophobic. The water pressure was only acceptable. The hair dryer was heafty and powerful but, and this is not a complaint specific to this place, why do hotels insist on doing macrame with the hairdryer cord?? The toilet was so tall that I had to sit with my feet toes down to avoid an embolism in my legs. The safe was in the closet floor and so low that I had to kneel down to set up the code only to have it not work. The Bed! I know the hotel was once a convent but I don't think they needed to bring monastic mortification of the flesh to their guests. It was like sleeping on an oak board wrapped in a thin layer of batting. The pillows were so formless that by the time I was awakened at 2 AM with pressure point pain it had deflated to an eighth of its bedtime height. Even my partner who likes a firm bed though that this was too much.

The included breakfast buffet had a lot of variety and was very good. The people working in the hotel were competent and provided acceptable service but not 5-star service.

I don't know how hotel stars are awarded but I can only assume that the people granting them are fond of presents. Even if this were the JW Marriott's best room, which I'm doubtful of, in a five star hotel ALL the rooms should meet the 5 star level...

JW Marriott El Convento Cusco – A Disappointing Experience Despite High Expectations

I recently stayed at the JW Marriott El Convento Cusco for three days and two nights and, unfortunately, my experience fell far short of the standards I’ve come to expect from the Marriott brand.

The primary issue centered around a spa service my partner and I booked, which was poorly communicated and significantly overpriced. We were under the impression that the couples spa package would cost 431 soles ($125 USD), but after completion, we were presented with a bill that was far higher—exceeding $600 USD when converted. When we raised the discrepancy with hotel management, we were met not with understanding, but with dismissal. We were essentially told it was our fault for not fully grasping the pricing and were assured that “other spa locations would charge the same.” This response was both unhelpful and unprofessional.

As for the service itself, the package promised a 3-hour experience, but only one of those hours included an actual massage. The remaining time was spent showering off a scrub and waiting with a basic facial mask—something easily purchased for a few dollars. It felt more like a waiting period than a luxury spa experience. Had we been properly informed of the cost and service breakdown upfront, we would never have agreed to it.

What was most disappointing was the hotel’s unwillingness to take accountability or even offer a gesture of goodwill to rectify the situation. This lack of customer service from the management team was disheartening, particularly given that I usually choose JW Marriott properties specifically for their elevated service and professionalism.

Beyond the spa issue, there were other moments where services were poorly communicated or mismanaged, which added to the overall frustration. The hotel itself is undoubtedly beautiful and well-located, and while the accommodations were visually appealing, the rooms felt somewhat small for the price point. I’ve since reached out to Marriott Customer Care, who informed me they would escalate the matter to the property’s management. However, given that management was the initial problem, I remain skeptical.

As someone who frequently stays with Marriott properties both domestically and internationally, this experience has made me question the consistency of service when traveling abroad. Navigating a new country already presents enough challenges—I expect my hotel to offer clarity, trust, and support, not further complications.

I hope this feedback leads to meaningful improvements in service transparency and guest relations at...

We stayed 5 nights at the JW Marriott El Convento Cusco and we absolutely loved every single minute of it. The hotel is very clean, modern but with a great touch of an old monk convent. The rooms are big with very, very comfortable beds. The spa has the perfect size and is a great place to relax the body after a day of hiking or sightseeing. The breakfast buffet is one of the best I’ve ever seen with an Omelette station where you can get every egg dish you can imagine. Also the choice of 12 different kinds of bread (all homemade) left me speechless. The breakfast restaurant team was always on point with their performance, we’ve never had an empty coffee cup and when we had finished with a plate, they immediately took it. But what makes this hotel outstanding is the personal Service: we were always greeted by name and we got such a great warm welcome as well as a very fond farewell.

Especially those hosts provided a great service for us: Ricardo helped us always with our luggages Nickolas held the Pisco sour class, a must do Chef Jesus went with us to the “St. Pedro” market and we loved his fun and friendly personality as well as his knowledge Jesus (the Monk, I think he also works at the Front Desk) showed us through the convent and historical part of the hotel. He also provided an outstanding farewell with his hand drawn card.

But there were two hosts who made this Vacation unforgettable for us:

Executive Chef Jonathan hold an outstanding Ceviche class where I learned how to make the perfect Peruvian Ceviche and after the class I asked him if he could show us around behind the scenes (I’m very interested in company operations) and he did. It made the second day of our trip so special. Our Concierge Solange provided the most warm, attentive, friendly and personal service I think I’ve ever received. Every time we walked in or out of the hotel she greeted us with our names and she booked us every night a table in the best Restaurants in Cusco. She also provided an absolute WOW moment for us as we came back from a long hiking day she surprised us with chocolate strawberries and a handwritten card in our room. We were really tired that evening but we were so surprised by this gesture.

All in all I highly recommend this outstanding hotel to everyone who wants to visit Cusco. I’m thinking about going back to Peru just to stay at...