Hotel Agustos Urubamba — Hotel in Urubamba

Firstly I will start with the positives, the hotel was nice with beautiful greenery surrounding. The decor certainly wasn’t modern however it was perfectly fine. |Secondly the negatives, customer service was inadequate. Two of us are vegetarian and one morning we had to leave before breakfast opened so were told we would have ‘takeaway breakfast’. We clarified that these would be vegetarian three times (at checkin, the night before and in the morning when collecting the bags) but when we got on our journey we found they both contained ham. This is absolutely unacceptable and I hope they treat allergens more seriously or they could kill someone. When we mentioned this to the receptionist she just smiled and nodded and said ‘oh okay’, which is not an acceptable response. |Also you have to pay for water here which we were absolutely fine with. When we bought a second lot on the second day we realised we had paid double the amount the previous day. When I said this to the receptionist again she just nodded and after a long pause said she would call someone. Other members of our tour group also agreed they had paid double the price the previous day. The following morning the receptionist was extremely rude and told us we were lying. She also told us, in a borderline threatening manner, that everything we do is on camera which is a bit weird given we were in a hotel so hoping she didn’t mean ‘everything’ as that’s a gross invasion of privacy. When we asked to watch the camera footage she was speaking of she told us it wasn’t available. |The amount of money was not significant but the reaction of staff was wholly inappropriate - especially for a hospitality business. |Overall would not recommend anyone stay here. Customer service skills require a lot of...

This is a small, overpriced lodging that could be compared to what looks like a prison from the outside. It has a massive green gate several metres tall and a huge wall surrounding the complex. The rooms are well overdue for a total renovation, the back sliding door lock broke just opening it up, there's no air conditioning, the fridges are kept turned off- nobody tells you this, the beds are like sleeping on a concrete floor, you can hear everyone else in the rooms around you and above- especially if they are leaving early to go sightseeing. The service is very hit and miss, with multiple messages being ignored on Google, and then replied to a day after I'd already checked in. I'm not even sure how to describe the breakfast offerings besides terrible food, lack of options and seems to be stale old food and leftovers from the day before- 1 toaster with 2 slices at a time, 2 juices un-named warm, would be better off grabbing some local food on the way out. There is a small gift shop there with souvenirs and the gardens are very lovely, the lady who did try helping me with a issue was great. They also charge 6 Sol for a small bottle of water, food in the restaurant is ridiculously expensive. Definitely look at other options in town if you are visiting. Please feel free to follow me on here and ask me any questions...

Beautiful hotel!! The grounds are gorgeous and have beautiful views of the mountains. Unfortunately location is pretty far from the town and uphill and a little deserted, so we didn't feel comfortable walking anywhere nearby.

Room - huge!! But the bed felt like cardboard...oof. we had two beds, two nightstands, a large desk, and on the patio had a table and two chairs. Bathroom was large with plenty of counter space and a large tub. Only downside is that there was no ventilation in the bathroom and we could hear our neighbors through the bathroom. Also no HVAC in the room itself, but a plug in radiator if needed. Also plenty of plug outlets near the desks and beds!

Restaurant - had dinner one night, only two vegetarian options on the menu unfortunately (pizza, spaghetti). And it's expensive compared to Lima. Breakfast buffet was decent and felt very standard for the Peruvian hotel breakfasts. We had an early start one day to Machu Pichu and they did bagged lunches for us (two sandwiches, two fruits, chocolate bar,...