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Machu Picchu Terra

#263 of 2,132 Tours in Cusco
Cusco, Peru
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Machu Picchu Terra
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367Reviews16Q&A
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Leslie P wrote a review Sep 2021
2 contributions1 helpful vote
I had booked tickets for three different tours for my mother and myself last year which came out to a total of $820 USD. We were set to go in May of 2020 and I had booked these tickets in Jan/Feb 2020 because I like to have my itinerary somewhat planned out and worry-free of reserving a space. I contacted the company in April 2020 to cancel my tours because of what was happening globally. I emailed the company explaining to them I was unsure of international borders allowing visitors in and since I am a nurse working in a Covid unit, I was unsure of how this may affect my travel. First, the representative said the company can rebook my tours within 1 yr with no penalty. I told them I was unsure of how this was going to pan out in 1 yr so I preferred to cancel all together. The representative said they could refund me 80% of my money back. They couldn’t give me my full 100% because “Some Agencies unfortunately fire the workers because they can't make the refund, we try to continue but if we don't receive an answer from the responsible entities and when they will make the refund, we need to make that decision also.” Within those emails, I was confused as to how much they were going to refund me. I blatantly asked for the USD amount. My response was, “Dear Leslie: According to your messages, my colleague reduced the penalty to 20% since you asked for a 100% refund, which is impossible, that's why I told you that if you confirmed, you would be reimbursed 80%, but seeing your last messages apparently you want a 35% penalty.” This was such a condescending response. We definitely were not understanding one another. I preferred not to continue the back and forth emails so I agreed to the terms and ended the discussion. The airline and hotel refunded 100% of my money due to the circumstances. This company, however, was giving me a very difficult time. It’s unfortunate because due to this experience, it made me not want to visit this country when the borders opened up. If in the future i decide to contemplate visiting this country, I will definitely not be booking with this company. Leslie
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Date of experience: October 2020
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Tatiana1236 wrote a review May 2021
2 contributions
We absolutely loved the guide and the tour. With COVID we got a more in depth understanding of Machu Picchu and it felt very exclusive to us. I don't have anything bad to say it was a dream to be in the place we're my ancestors were. I will 100% like to go back and to the Inca trail in the future! I would say if they could cap visitor numbers after COVID I'm sure more people would love to have the experience to themselves.
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Date of experience: May 2021
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Response from machupicchuterra, Gerente at Machu Picchu Terra
Responded Jun 30, 2021
Dear Tatiana, it is a pleasure for us to have assisted you and that you be satisfied with the services we provide, we will be happy to advise you on the Inca trail when you return to our city. Do not hesitate to contact us .
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jovanny v wrote a review Mar 2021
2 contributions2 helpful votes
Bought tickets, they cancelled on me. But they never refunded my money. They are scamming people currently. They do multiple cancellations due to Covid without ever refunding your money
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Date of experience: June 2020
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Response from machupicchuterra, Gerente at Machu Picchu Terra
Responded Jun 15, 2021
Dear Jovanny, we apologize for the situation and for the delay we have had in making the corresponding refund. We have made your refund on April 15. The delay in refunds is due to the fact that the entities with which we work are also delaying in making refunds to us since, like us, there are many travel agencies that are in the same situation, and therefore there are many clients who are also waiting refunds, we are not avoiding our responsibility, but it is not in our hands to make refunds as fast as our customers would like, we are doing our best to make refunds as efficient as possible, but we also depend on the returns that other entities make to us. Again we sincerely apologize and appreciate your patience and understanding. ATTE. MACHUPICCHU TERRA
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jovanny v wrote a review Aug 2020
2 contributions2 helpful votes
Bought 4 tickets then cancelled due to COVID. They don’t give you a full refund, even though I cancelled a month prior to my ticket date. They stated it would take 40-45 days to get a refund. At 45 days I contacted them, and they stated they meant 40-45 days from the date of my ticket. So I waited for a few more weeks. Now it’s been 47 days since my ticket date and I still have no refund. It’s been 3 months since I’ve requested the refund. These guys will steal your money
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Date of experience: June 2020
2 Helpful votes
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John k wrote a review Feb 2020
2 contributions
It was a wonderful trip to Peru Lima, Cusco and Machu Picchu, very amazing people, great services, good timing. Thanks a lot Guys.
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Date of experience: January 2020
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