Union Hotel Boutique Cusco — Hotel in Distrito de Cusco

We were really looking forward to staying at this hotel, our last destination of our Peru trip, especially b/c of the resident Alpaca Kiki but sadly we were so disappointed. I am not sure how this hotel was rated overall 4.5 stars, the most I would consider giving it is 2.5 star.

The Cons: The room was tiny, it had 2 large twin beds put together making it a king but there was not much walking room in the room itself. The bed took up 60% of the space in the room.

The bathroom was dismal and had a rotten egg smell due to sewage likely. The sink faucet was too strong and water sprayed everywhere. The shower could be updated to be 1 working knob instead of 2 knobs to easily find the right working temmperature. The bathtub is stained and had a few ants. The tub surface is slippery so they should invest in non-skid surface; the grab rails are far from the entrance of the tub so not very useful.

Front Desk Reception: there are a few members that were kind and sweet but we noticed one man and one woman that were unfriendly and aggressive. This started when we asked for towels in the room. The towels became a huge issue due to the front desk reception. We had 2 rooms and each room only provided 2 large bath towels and 1 floor towel daily. They did not provide hand towels or face towels. There was a tall man with long hair at reception, despite being asked 3 times for hand towels, refused to give me the towels. He sent me on a goose chase telling me he would walkie-talkie to the housekeeping to provide the towels but housekeeping after several hours never came to deliver the hand towels.

What kind of hotel that is said to be 4 star, does not provide a set of 3 towels per guest: a large bath towel, a hand towel, and a face towel? At one point, he tried to delay the inevitable by saying that all the towels are still in the wash. Listen, this is a good size rated 4 star hotel and you don’t have extra towels to give to guests in between your washes?

The bathroom did not have even one hook in the bathroom for the towels to dry or the clothes to be hung. How do you have a bathroom with no hooks?

The wine cooler was broken; they should have opted to provide a working mini fridge instead.

The room temperature was so hot. This was August 2024 when it is considered winter in Peru and the temperature outside the room was a comfortable 60-70 degrees, but our room was over 80 degrees with no way to cool it down despite opening the windows. The thermostat central AC doesn’t come on when temperature outside the room is 70 so we were sleeping under the sheets and pushed the blankets out of the way. I had to take a cold shower right before bed to cool down.

The Pros: The location was a great plus, right next to San Pedro Market. The live music was great. The alpaca Kiki was so cute although he looked sad living in the small confines under the stairs. The filtered water in the hallway at your disposal is good. The dining experience is another great plus about this hotel: there was a free cocktail and cooking class taught by the amazing hotel staff Shakira & Heiner. They taught us to make delicious Pisco Sours and Ceviche and we got to eat and drink the yummy drink and food.

Overall: Food: 4 to 5 out of 5 Service: 2 out of 5 Atmosphere: 3 to 4 out of 5

Would not recommend due to poor customer service and stinginess...

Recently stayed at Union Hotel Boutique in Cusco and had a mostly pleasant experience, but there were a few notable areas that could be improved.

Starting with the positives, the room I stayed in was spacious and comfortable, offering plenty of room to relax after a long day of sightseeing. The decor was nice, and the overall cleanliness was up to standard. However, I did encounter a couple of issues that impacted the quality of my stay. First, the room was quite noisy. I could clearly hear loud footsteps and movement from the floor above, especially at night. This constant noise made it difficult to get a good night’s sleep, and I believe better soundproofing between floors would really enhance the guest experience.

Additionally, the room lacked windows that could be opened, which made it feel a bit stuffy. While this might not be an issue for everyone, I personally missed the ability to let in some fresh air, especially in a city like Cusco with its cool, refreshing climate.

On a brighter note, the breakfast service was excellent. The restaurant staff went above and beyond to make sure that every guest had a great start to their day. The variety of food on offer was impressive, and the quality was top-notch. The service during breakfast was attentive, friendly, and efficient—every detail was taken care of. Kudos to the restaurant team for delivering such a fantastic experience each morning.

Unfortunately, my experience with one of the staff members, David, who was stationed at the main reception during the night, was not as positive. When I approached him for basic assistance, he was rude and dismissive, showing no interest in helping and displaying poor customer service. His attitude and body language were completely unwelcoming, which was surprising given the otherwise friendly atmosphere of the hotel. I would encourage management to provide additional customer service training to ensure all staff members maintain a high standard of professionalism.

On the other hand, Bertha, another staff member, truly stood out for her exceptional service. From the moment we arrived until we checked out, she was warm, welcoming, and incredibly helpful. Bertha provided us with valuable tips on things to do around Cusco and even recommended some fantastic places to enjoy authentic Peruvian cuisine. Her knowledge of the area and her genuine passion for helping guests really made our stay memorable. She is a true asset to the hotel, and her outstanding customer service deserves special recognition.

One thing that was quite concerning, however, was the hotel’s treatment of their resident alpaca, Kiki. The alpaca was kept in a small, confined space under the stairs, and it appeared depressed and uncomfortable. It was sad to see such a beautiful animal in a confined area, and I hope the hotel reconsiders how they care for Kiki. It would be much better for the alpaca to be given more freedom and a better environment to roam and thrive.

In conclusion, Union Hotel Boutique has a lot to offer in terms of comfort, great food, and outstanding service from staff like Bertha. However, there are areas that need improvement, particularly noise control, customer service at night, and the welfare of their resident...

Stayed here for three nights over two visits (before and after our Machu Picchu trip).||Basically a lovely property located near the historic center — about a 10-minute walk to the Plaza de Armas. The rooms are spacious enough for a few nights, but for a longer stay the lack of storage space could be inconvenient. Interiors are not new and partly worn (especially the bathroom interiors could see a recommended refurbishment soon - both rooms we stayed in). ||We stayed on the 3rd floor and 2nd floor. All rooms face with windows the inner courtyard, floors or, guess that, restaurant (!), which makes them quite noisy. Especially or even more the restaurant facing rooms. Starting early with breakfast prep and ending late with cleaning up (later than 10.30pm). You can also hear sounds from the neighboring rooms, which bothered us more, night after night — especially since some guests -which is of course not the norm- chatted loudly well past midnight. The same issue in the morning, when early departures started moving around. Of course, that’s not the hotel’s fault, but for light sleepers — and given that Cusco’s altitude makes proper rest all the more important — it’s something to keep in mind.||Breakfast is good, though definitely not as outstanding as many reviews suggest. There’s a nice selection, including a different (local) specialty each morning. But comparable to a lot of other 3* hotels we've visited (also in Peru). However, only filtered coffee is available — no other hot options like cappuccino, aside from tea or hot chocolate. During peak times, the breakfast room gets quite full -too full having the given space in mind-, and around the door to the courtyard it can be rather drafty in the chilly mornings (especially between late autumn and spring).||Evening entertainment, basically a nice add on, is always a matter of taste — and volume. What we experienced: One night, it was far too loud for us to enjoy dinner there - no communication possible; another night, live music in the courtyard simply wasn’t our style.||Service, however, was good — friendly and attentive at reception, the concierge desk, and in the restaurant. We also appreciated the offered fun activities we couldn't attend, such as Pisco Sour- or ceviche-making classes.||Overall, while we liked the place somehow, next time we’d probably opt for a quieter and newer alternative. Altogether a mediocre experience with some strengths and some -for us at least-...