I recently booked a tour to Peru with the online agency PeruforLess.com. I exchanged countless emails with my personal trip advisor, Kristina Rudge, to arrange the perfect trip for my daughters and me. She organized everything: all of our flight/trains/transportation in Peru, all of our tours, all of our guides, all of our hotels, etc. Whenever you book something on line you always take a leap of faith. I have to admit, I held my breath when we arrived in Lima but there was a smiling face holding a sign with my name on it waiting for us. From that point on, it was clear that Peru for less was top notch. Everything was excellent: the guides were great, the hotels were fine, their advice was terrific (down to the great restaurants!). I would recommend them to anyone.
Having said all that, the mark of a truly great service is how they deal with the unexpected. Five days before we were to return home, we all got violently ill (from something we ate, I think). I called the local operations manager (his name was Nick) at 8AM. By 10AM, he had arranged for us to fly from Cuzco to Lima and then rebooked our flight home that night. Two hours later, another agent arrived to take us to the airport. They had already obtained all of our boarding passes so all we had to do was show up. We made it home safely. I had paid for our trip in cash which I was told bought me some travel insurance. Once home, I emailed Kristina to see if I was entitled to a refund. I have never made a claim for travel insurance but I have heard horror stories from my friends. Two days later she told me they had calculated the amount I was entitled to (more than fair) and would send the check. The check arrived three days later. I didn't have to argue with anyone, plead my case, or fill out a single piece of paper. The check just arrived. Peru for less made our original trip hassle free as well as dealing with the unexpected. I plan to rebook the part we missed with them soon. They are truly a class act!