I stayed at Pachacuteq as part of a tour with 10 students and four adults. We didn't choose the hotel. I read the reviews before the trip, and was ready for the worst at this place. It wasn't as bad as some of the reviews sounded, but I don't plan to stay there again.
The whole place is, in fact, a bizarre maze of hallways and stairs. There are signs that point to groups of rooms, so I did find every room my students were in without too much trouble, but I did wonder if I was lost a few times. I definitely wouldn't recommend it for people with knee problems, and forget about wheelchair access.
The rooms weren't that bad, actually. They do have carpeted walls, but I didn't see any mold or notice any musty smells. The whole town is constantly humid, being in the cloud forest, but the hotel wasn't bad. Had plenty of hot water, too. Bed wasn't great, but I did sleep pretty well.
Any noises in the hotel seem to echo through the whole place. A couple of times, I thought my students were being rowdy right down the hall. When I ventured into the labyrinth to tell them to quiet down, I found that it was actually some super-excited NBA Finals fans in another part of the hotel. Strange acoustics.
The front desk was my least favorite part. They obviously didn't like our group, and totally lied to me. I asked about the reviews I read that said they turned out the hallway lights at night, they assured me that the lights stay on. However, sure enough, about 10pm, they walk through the hallways and turn off all the lights. I had to go find a couple of students, so I ventured into the hallway and found the light switches as I went. On my way back, they had all been turned off again. The staff was not friendly or helpful to us. They were slow to answer and seemed to try to avoid us most of the time. Maybe they just don't like student groups, so it may be different with solos travelers of couples, but I don't plan to go back.
Get a room close to the front so you don't get lost in the hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.