Wayna Peru Expeditions — Local services in Distrito de Cusco

Unfortunately we had a really terrible experience booking through Wayna Peru. On purchasing, the agent lied several times about the service.

We last minute booked the 4 day Salkantay trek as the agent told us we were guaranteed route 2 Machu Picchu tickets on day 4. It was only once we began the tour and spoke to other members of the group that we learnt there could be no way the tickets were guaranteed. On messaging the agent for confirmation during the hike, only then did they tell us we had to leave the tour early on day 3 to purchase Machu Picchu tickets via the 1000 a day system in Aguas Calientes. They also completely changed tack and said that 'with a positive mindset' we would get route 2 (see image below) rather than that these tickets were guaranteed.

We sadly then had to leave our group on day 3 at 5am to walk unguided along the train tracks to Aguas Calientes to get to the office. We even left an hour earlier than the agency suggested as we were by this point concerned we would not get a ticket. We were incredibly lucky to eventually get tickets for circuit 3, and if we had left at the time the agency suggested, we would have got no tickets. We have since learned that to guarantee route 2 tickets you have to get in the queue at 3am! This was not possible because we had to walk there in the morning, something the agent would absolutely have known and therefore completely lied to us about.

Additionally, the agent didn't send us our train tickets until the night before the train, and only after us asking. Clearly they were only booked last minute and it was stressful being up late messaging them to remember to book. To top it all off, the agent claimed that on arrival at Ollantaytanbo there would be a car waiting to drive us back to Cusco. This was another lie, no car was there & on calling the agent we then were instructed to find a taxi ourselves.

Essentially we were completely mis sold this tour - we paid for a 4 day guided trek but received only 2 days. It was sad to have to leave the group early, not to mention completely unguided, especially as this was never communicated to us at the time of booking. We definitely would not have booked the tour had the agency been honest and upfront with us about the process and contingencies around getting a ticket for MP. Overall we were really disappointed and angry at the service and would not recommend you...

Do not book with this company

I booked to go on the 5 day 4 night trek to Machu Picchu. From the start it was the most unorganised trip I have ever been on. We had a briefing before the trek, which started 2 hours late and most of the information given in this briefing was incorrect. On the day of the trip we were picked up 2 hours later than planned (very early in the morning), the trek for that day was then halved, with no explanation of why but I can only assume it was because of the late pick up.

In the evening of day 2, our tour guide announced because of the ticket queues for Machu Picchu, we would have to skip the walking for day 4 and go to aguas callientes a day early and stay there for 2 nights instead of 1. This meant missing out on 30km+ of walking. The possibility of this happening was not made clear in our briefing. We said we were not happy with this as we wanted to complete the trek and so made the decision to delay Machu Picchu by a day, which the guide was accommodating for.

Day 4 was a lot longer than the briefing suggested, being 28km instead of 19km.

Our accommodation for this night was unexpectedly in a mixed dormitory, after being told we would be in private rooms.

We then spent day 5 in 3 different queues for the tickets, which we eventually got.

We were meant to be getting a train in the evening after Machu Picchu but were told we would have to stay an extra day (in addition to the extra day we had already stayed) as there were no train tickets left. This was not possible for us but trying to communicate with the company was extremely difficult, with phone calls being declined or being hung up on.

We were told we’d be called between 10pm and 12am with a solution, the night before Machu Picchu, which we needed to get up at 5am for. We did not receive a phone call and so we had to go to Machu Picchu not knowing how we were getting to Cusco.

The only positives were the accommodation during the trek...

Our experience was terrible, and due to the agency’s negligence, my 11-year-old child was the most affective. I absolutely do not recommend this agency. When we purchased the tickets, no one warned us that children could be at risk of acute respiratory failure due to the high altitude, nor did they suggest choosing an alternative, safer mountain.

After being picked up, my child began showing signs of discomfort. The guide suggested we stop at Control Mountain (around 1,000 meters in altitude) to assess whether we could continue to Rainbow Mountain. However, during the ride with 19 other passengers, my son’s condition quickly worsened, he became pale, short of breath, and was clearly struggling to breathe. We asked the guide to stop the bus and let us off, but he refused. He also initially refused to return to the nearest town (just a 30-minute drive away) or provide oxygen, only giving it to us after we insisted multiple times.

We were finally taken to the nearest control center, where the guide called for an ambulance. Shockingly, the guide was more concerned with filming everything than helping our child in a life-threatening situation. The ambulance transported my son down the mountain, and thankfully, his condition improved once we reached lower altitude.

Despite the severity of the incident, the travel agency never contacted us to ask how our son was doing. When my husband went to request a refund, they only reimbursed the cost of lunch, even though we had to pay out of pocket for the emergency ambulance evacuation, something the bus could have handled if they had treated it like the emergency it was.

This agency's complete lack of responsibility and care for our child was appalling. We are deeply disappointed and want to warn other families or other people: do not trust this company with your safety.

Nuestra experiencia fue terrible, y debido a la negligencia de la agencia, mi hijo de 11 años fue el más afectado. No recomiendo esta agencia en absoluto. Cuando compramos los boletos, nadie nos advirtió que los niños podrían estar en riesgo de sufrir insuficiencia respiratoria aguda debido a la altitud, ni nos sugirieron elegir una montaña alternativa y más segura.

Después de que nos recogieron, mi hijo comenzó a mostrar signos de malestar. El guía sugirió hacer una parada en la Montaña de Control (a unos 1,000 metros de altitud) para evaluar si podíamos continuar hacia la Montaña de Siete Colores. Sin embargo, durante el trayecto con otros 19 pasajeros, la condición de mi hijo empeoró rápidamente: se puso pálido, le faltaba el aire y claramente tenía dificultades para respirar. Le pedimos al guía que detuviera el bus y nos dejara bajar, pero se negó. También se negó inicialmente a regresar al pueblo más cercano (a solo 30 minutos en auto) o a proporcionar oxígeno, y solo lo hizo después de que insistimos varias veces.

Finalmente fuimos llevados al centro de control más cercano, donde el guide llamó a una ambulancia. Sorprendentemente, el guía parecía más interesado en grabar todo que en ayudar a nuestro hijo en una situación potencialmente mortal. La ambulancia bajó a mi hijo por la montaña, y afortunadamente su condición mejoró al llegar a una altitud más baja.

A pesar de la gravedad del incidente, la agencia nunca se comunicó con nosotros para preguntar cómo estaba nuestro hijo. Cuando mi esposo fue a solicitar un reembolso, solo nos devolvieron el dinero del almuerzo, a pesar de que tuvimos que pagar de nuestro bolsillo por la evacuación de emergencia en ambulancia algo que perfectamente pudo haber hecho el bus si hubieran tratado la situación como la emergencia que era.

La total falta de responsabilidad y cuidado por parte de esta agencia fue indignante. Estamos profundamente decepcionados y queremos advertir a otras familias o personas: no confíen en esta empresa con...