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“Needs improvement” 2 of 5 bubbles
Review of Sonesta Hotel Cusco

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Sonesta Hotel Cusco
Ranked #12 of 162 Hotels in Cusco
Certificate of Excellence
Level Contributor
21 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
“Needs improvement”
2 of 5 bubbles Reviewed October 27, 2012

I am a bit embarrassed to write this review since I was given a complimentary room for 1 night and was going to pay for the second but decided to leave the next morning. Definitely the management apparently is careless since they have not contacted me after I complained. I guess they believed since my room was complimentary they had to assign me the worst room--that's precisely what I got! A room with no windows no ventilation, noisy, and with a clogged bathtub. Cusco is freezing at night, however I tried to sleep without any clothes and was woken up constantly at night since I could listen to every single movement in the aisles. If you stay here beware of room 214, they should shut it down or use it as a storage room. Early in the morning and several times I complained with several employees expecting them to change my room. Once I decided to check out the receptionist offered me to change rooms---too late! I declined I was on my way out! Apparently management is unaware of what's going on with the hotel. Totally disappointing for an apparently classy hotel.

  • Stayed October 2012
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank leandro peru
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Coordinador de Calidad at Sonesta Hotel Cusco, responded to this review, November 29, 2012
Google Translation
Estimada huésped,

Reciba un cordial saludo de todo el staff del Sonesta Cusco. Quisiéramos agradecerle por compartir su reciente experiencia con los seguidores del Tripadvisor.

Su opinión nos motiva a seguir trabajando y brindar un excelente servicio a nuestros huéspedes. Hemos hecho llegar sus comentarios a todos los departamentos correspondientes y tenga por seguro que tomaremos las medidas necesarias para evitar similares inconvenientes a nuestros huéspedes.

Sentimos mucho que su estadía no haya sido del todo placentero, pero esperamos tenerlo nuevamente con nosotros y si tiene alguna sugerencia o comentario adicional por favor no dude en comunicarse conmigo, será un gusto poder atenderlo.

Saludos cordiales

Ivonne V. Hinojosa
Coordinadora de Calidad
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,478 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (112)
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English first
Vancouver, Canada
Level Contributor
163 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 91 helpful votes
4 of 5 bubbles Reviewed October 15, 2012

Stayed for five nights at this hotel and felt quite comfortable. This is supposed to be a four star and will eventually be so once the renovations are completed. Right now they are in the middle of painting the lobbies, common areas and hallways. Our room had the bathroom redone and it was very nice but be aware of the water fluctuation in the shower. The carpets have yet to be replaced and are quite disgusting. There was scaffolding outside our balcony and I was very uncomfortable in the nights but I guess that's the price you pay for renos.
The lock on our patio door was not working on the first day we arrived. We called maintenance and they changed it right away. Housekeeping did a good job and the room was always made up nicely, sometimes with an extra towel.
The breakfast bar was very well stocked but if you go there at the latter part of the designated time (5-10) don't expect the food to be warm. They, will however, make you a fresh omelette if you ask. The coffee service is very slow so try to get someone's attention as soon as you enter the restaurant. The servers do appreciate a tip and it will ensure you better service the next day.
The welcome drink of melon juice along with the cocoa leaf tea (available all day) is a nice touch.
Be aware of tour guides (especially Karim) getting you to sign up for expensive tours on the day you arrive, before you even get into your room. He works hand in hand with the taxi drivers at the airport who call him while you are enroute to the hotel. If you need to book tours, ask the reception to recommend someone other than Karim at Keros Tours. He is a smooth talker but is not very organized and messed up several things on our itinerary.
I would recommend the Sonesta Hotel as it is in a nice area, away from the hoards of tourists in the main squares yet close enough to walk everywhere; plus good hotels in Cusco are hard to come by.

  • Stayed October 2012, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank molley59
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Coordinador de Calidad at Sonesta Hotel Cusco, responded to this review, December 3, 2012
Dear Guest,

Thank you very much for taking the time to share with us your comments through the Trip Advisor website.

I would like to extend my sincere apologies for not being able to exceed your expectations as a Hotel, However we can we can make sure for your netx trip to Peru, it will be exciting!

Thank you for your comments and for giving us the opportunity to know your opinion about our facilities and services, they serve us an invaluable tool to improve in search of the excellence.

Sincerely,

Ivonne V. Hinojosa
Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tel Aviv
Level Contributor
34 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 91 helpful votes
3 of 5 bubbles Reviewed October 7, 2012

On a main avenue but not in the center. From reading other reviews it seems the impression one gets of an hotel much depends on the room you stay in. I got room 425 - no internet connection, The room faced the street although not on the street – noisy – buses, cars a party very late night. There wasn't a curtain or shutter to block the morning sun (the room faced the east).
The window could be opened but no air came through, The room was too warm for a town like Cusco - cool even cold for some people during the night. Most of all I didin;t like the fact that when I asked the receptionist if the room is facing the back – she said all the rooms face an inner circle. I expect to be told the truth.
Breakfast – the staff isn't efficient enough or large enough for the number of guests. The first hotel in Peru I stayed at were there wasn't an attempt to give an answer to the guests requests.
I was with a group. Non of th categories about the sort of trip matches .Cusco is lovely

Room Tip: Not 425 - see my description.
See more room tips
  • Stayed October 2012, traveled with friends
    • 3 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank michelle D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Coordinador de Calidad at Sonesta Hotel Cusco, responded to this review, December 3, 2012
Dear Guest,

Thank you very much for taking the time to share with us your comments through the Trip Advisor website.

I would like to extend my sincere apologies for not being able to exceed your expectations. Our staff members are well known for their gentleness and initiative. We are very surprised to read you found the service to be slow and rude. However, we honestly respect and value your point of view!

Thank you for your comments and for giving us the opportunity to know your opinion about our facilities and services, they serve us an invaluable tool to improve in search of the excellence.

Sincerely,

Ivonne V. Hinojosa
Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Miami
Level Contributor
133 reviews
66 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
5 of 5 bubbles Reviewed September 16, 2012

This is a very good hotel: comfortable and friendly. We had another hotel already pre-booked (and pre-paid) in Cuzco but due to changes of schedule of Amaszonas, we had to add one more night in Cuzco, and the pre-booked hotel was sold out. So, we chose Sonesta. Frankly, the hotel we then moved to, Casa Andina, while not horrible was very inferior and if it were not pre-paid, we would have stayed at Sonesta.

Beds were comfortable and warm. Internet was available in-room, was fast and free. Bathroom was nice. The only minus - insufficient heating. There was no central heating, and the portable heater was inadequate. But the steam from the shower was enough to make the room warm enough to sleep through the night. Breakfast was very good, also. Location is not central, but Cuzco is not a big city - getting to the center is very quick, but you get the benefits of staying in a modern and comfortable building. There are also many restaurants nearby.

  • Stayed September 2012, traveled with family
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Miami_Love
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Quality Assurance Manager at Sonesta Hotel Cusco, responded to this review, October 4, 2012
Dear Guest,

Thank you very much for taking the time to share with us your comments through the Trip Advisor website.

Thank you for your comments and for giving us the opportunity to know your opinion about our facilities and services, they serve us an invaluable tool to improve in search of the excellence.

Sincerely,

Ivonne Hinojosa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
lima
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed September 3, 2012

They seemed to just have gone through a remodeling and they have done a great job. Breakfast was a buffet and the restaurant food was very "neoandina" (new twist to typical Peru food). Great service, clean, and makes you feel welcome.
They did have small windows, might be the room I had, so the view wasn't apreciated.

  • Stayed March 2012
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank jonatan o
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Coordinadora Control de Calidad at Sonesta Hotel Cusco, responded to this review, September 14, 2012
Dear guest,
we would like to thank you very much for choosing Sonesta Hotel Cusco for your recent visit to this magical place of the Incas.
We really appreciate your comments as they motivate us to continue working hard to surpass the expectations of our clients.

Gratefully,
Ivonne V. Hinojosa
Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Arlington, Texas, United States
Level Contributor
9 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed August 23, 2012

My family spent about 10 nights at this hotel.

The hotel itself is beautiful and is located within walking distance of Plaza De Aramas. Across the street, was a large art display with a waterfall that was very beautiful. There is plenty of shopping nearby including a grocery store where you can buy bottled water in bulk. The room was large and clean with a nice bathroom and large bathtub and shower.

The price included a breakfast buffet at the on-premise restaurant. The buffet included made to order omelettes, bacon, pancakes, french toast, yogurt, cereals, breads, and a variety of meats, cheeses, and juices. My kids and I loved the breakfast. We also had dinner at the restaurant on several nights and it was always delicious

Where this hotel really shines is the service. The staff was amazing. They were all friendly, helpful, and always went above and beyond our expectations.

We had a little trouble booking a room with 2 adults and 3 kids from their website but we called and spoke to someone in person who was able to help. Upon arrival, we expected 2 queen size beds and a roll-a-way. However, they put an entire 3rd bed in our room. This was a pleasant surprise.

My daughter was having her 12th birthday while we were in Cusco and we had intended to find a local bakery and order her a birthday cake. However, our inability to speak decent spanish made this difficult. My wife called the front desk to see if they could help. Not only did they get her the perfect birthday cake but they turned the lights down in the restaurant, gathered up the staff, and delivered the cake to her after dinner while singing Happy Birthday in both English and Spanish. Again, this was a pleasant surprise.

On our last night at the hotel we lost our camera at the Hotel Business Center. It had 4 days worth of Inca Trail pictures that I thought were lost forever. The Hotel allowed us to look at the security tape around the Business Center and even post "Lost Camera" signs in the elevators. Our camera was returned the next morning.

I can't say enough nice things about the staff at this hotel. They were amazingly helpful and friendly. The room was large and clean, the restaurant was top-notch, the staff was truly amazing, and the price can't be beat.

Room Tip: We stayed in room 420 which was right between two WiFi sensors. Our WiFi connection was fairly weak...
See more room tips
  • Stayed August 2012, traveled with family
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank DarenDahl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Coordinadora de Calidad at Sonesta Hotel Cusco, responded to this review, September 14, 2012
Dear Guest,

Thank you very much for taking the time to share with us your comments through the Trip Advisor website.

Thank you for your comments and for giving us the opportunity to know your opinion about our facilities, services and the most important the value of our staff, they serve us an invaluable tool to improve in search of the excellence.

Sincerely,

Ivonne V. Hinojosa
Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
27 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
2 of 5 bubbles Reviewed August 13, 2012 via mobile

Tickets for smoking between 100 and 200 dollar smoking on balkony is 100 dollar in room 200 dollar.
Well placed hotel near plaza de armas. Big rooms, wobbely bets but good food. No place for people that smoke.
Only in front of the hotel you are allowed to smoke. And it was cold last week.

Stayed August 2012
Helpful?
Thank John D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Coordinadora de Calidad at Sonesta Hotel Cusco, responded to this review, September 14, 2012
Dear guest,
We would like to thank you very much for choosing Sonesta Hotel Cusco in your resent visit.

We really appreciate your comments about our service which can help us to motivate in the continue working in order to give our guest the best an to surpass the expectations.

Gratefully,
Ivonne V. Hinojosa
Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sonesta Hotel Cusco

Property: Sonesta Hotel Cusco
Address: Avenue. El Sol 954, Cusco, Peru
Location: Peru > Cusco Region > Cusco
Amenities:
Bar / Lounge Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access Airport Transportation
Hotel Style:
#5 Business Hotel in Cusco
#8 Luxury Hotel in Cusco
#14 Family Hotel in Cusco
#18 Romantic Hotel in Cusco
Price Range (Based on Average Rates): $
Hotel Class:4 star — Sonesta Hotel Cusco 4*
Number of rooms: 127
Official Description (provided by the hotel):
Sonesta Hotel Cusco is the best place to stay away from the bustle of downtown, we are welcoming you to share contemporary and modern facilities with the comfort that you deserve, our associated are oriented to provide you the best quality services, finally you can delight with our specific services that will make your experience in the magical city fantastic. We are committed to create solutions to your needs, exceeding your expectations and leave you happy, that's our goal thinking in you. ... more   less 
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Also Known As:
Howard Johnson Cusco
Cusco Howard Johnson

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