Selina — Hotel in Distrito de Cusco

I had 2 bookings on the same room. One from 17-21JUN2021 and another from 21-26JUN2021. The wifi was not as strong as expected, the walls weren’t as privacy proof (making it difficult to do presentations while in my room while the staff were cleaning) and there were other, cheaper, places with stronger wifi so I asked if I could cancel my second booking on 19JUN2021, two days before my 21JUN booking. My bookings were ‘flexible’ which meant I could cancel two days in advance and get a full refund, or at least be charged one day of my second booking depending on how they viewed the two day window. So I didn’t think it was going to be a big deal to cancel my second booking, at most I’d have to pay 1 day of it. It turned out to be a problem.

The front desk, after calling their supervisor, informed me that I can only get 50% of my second booking. It was some time and a phone call again to the supervisors to even see if I can get 100% of my ‘flexible’ booking, as per their policy.

After I had already made the mistake of paying for second booking when I first checked in, the staff informed me that they needed my bank account information to get a refund. I asked why they can’t just refund it to the credit card I used, just like all refunds, and the front desk informed me that it was too late as they ‘close’ the card daily, if I wanted it refunded to the same card I should have done it the day of (At least that’s it was explained). The staff promised Selina would ‘honor’ the refund but it would take 30 days. Seeing as how it was struggle for them to ‘honor’ the flexible booking policy, I bit the bullet and opted to finish my second booking. I wouldn’t have a way for recourse once leaving the country if the hotel honored my refund as much as they honored my flexible booking.

I would have understood if it was not a flexible booking, but it was struggle to follow even their policies and promises. Certainly it was pretty sketchy. The staff were understandable and accommodating, it was really more of Selina’s process and supervisors that needed more work and earned...

WE HAD 5 ROOMS AND ALL OF US WERE VERY HAPPY WITH THIS HOTEL. IT HAS THE OLD PERUVIAN CULTURE CHARM, BUT HAS BEEN KEPT UP VERY WELL AND IS VERY CLEAN & LOCATED NEAR THE BIG PLAZA. IT ALSO HAS FREE WIFI. THE STAFF IS EXCEPTIONAL IN HELPING GUESTS WITH ALL THEIR NEEDS AND REQUESTS. THE FREE BREAKFAST INCLUDES SCRAMBLED EGGS, MEAT, BREADS, JAMS, FRUIT, JUICES, ETC. THE CAFE ATTACHED TO THE HOTEL HAS DELICIOUS HOMEMADE SOUPS, SANDWICHES, AND BAKERY GOODS, ALONG WITH SPECIALTY ICE CREAMS. THE COFFEE IS GOOD!!! & SO IS THE PERUVIAN HOT CHOCOLATE!!! RUDY HAS BEEN THERE MANY YEARS AND IS VERY ATTENTIVE TO WHATEVER YOU MAY REQUEST. THE ROOM PRICE IS FAIR AND INCLUDES A VERY NICE BREAKFAST. THE LOCATION IS PERFECT & NEAR EVERYTHING. ALL 10 OF US LOVED STAYING HERE!!! THANK YOU RUDY, STAFF, AND COOKS FOR A WONDERFUL WEEK IN YOUR BEST WESTERN HOTEL LOS ANDES DE AMERCIA CUSCO. YOU HELPED TO MAKE OUR VACATION A WONDERFUL...

I have no complains about my stay at this hotel, in fact, i only have nice things to say, heres why: the staff were very friendly and helpful. I forgot my sunnies in the room and only noticed when i reached my next destination, when i called the hotel a staff member told me they found the sunnies and I arranged to collect them. (Unfortunately in South America this is very out of the ordinary) the location is perfect! Close to all major spots, everything is just around the corner the breakfast was delicious, they had fresh fruits, fresh fruit juice (not from the bottle!), the eggs and coffee were hot the rooms and common areas ( lobby, restaurant, computer area...) were clean and tide.

Overall I highly recommend this hotel, it made our stay in Cusco even better, it's the kind of hotel you look forward to go back to whether youve spent the day wondering around the streets of cusco or hiking around...