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“Good location and food, dreadful service”

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Sonesta Hotel Cusco
Ranked #12 of 163 Hotels in Cusco
Certificate of Excellence
WA
Level Contributor
40 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 61 helpful votes
“Good location and food, dreadful service”
3 of 5 bubbles Reviewed November 5, 2013

I stayed here recently as part of a small group touring together. We stayed here twice, at different stages of the tour. There are some very good things about this hotel, and others which were utterly infuriating.

The location is very good - handy for going to places of interest, and with a market directly across the road for gifts and souvenirs.

The rooms we had were lovely, except... not air-conditioned. This became a problem on our second stay, when the weather was very warm and we had a room that faced the internal atrium, and there was absolutely no fresh air to be had even with the windows wide open. We had to ask for a fan. Some of our fellow travellers had to move to other rooms, which they said took a bit of trouble to arrange. Several of us kept being given room keys that didn't work, which was very annoying when we were tired and just wanted to rest.

We had great difficulty getting any service from the front desk/housekeeping. They would always say that our request would be seen to in ten minutes, but no one turned up on most occasions. For example, I asked for an iron and ironing board three times, finally becoming quite angry at the front desk before that was done - about 6 hours after I needed it.

On the other hand, the restaurant was lovely, and the service was top class. We had a very nice lunch there and several breakfasts - all were excellent in terms of food and service.

Good wifi too. Oh and very comfy beds and pillows!

This could be a really fantastic hotel if the lack of air con in the central rooms and poor service were attended to.

Room Tip: Don't get a room facing into the atrium.
See more room tips
  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank dunelm23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Gerente at Sonesta Hotel Cusco, responded to this review, January 14, 2014
Dear Guest

We would like to thank you very much for choosing Sonesta Hotel Cusco for your recent visit to this magical city.
We really appreciate your comments as they motivate us to continue working hard to surpass the expectations of our guest.

Gratefully,

Ivan Pérez
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,591 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 (115)
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Melbourne, Australia
Level Contributor
33 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
4 of 5 bubbles Reviewed November 3, 2013

It was a very nice hotel, near to everything.
The rooms were modern and clean.
Staffs were friendly and we had a good time staying there.
The only negative which i noticed is that the front desk staffs were a bit slow.
Overall very satisfied.

  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jineesh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Gerente at Sonesta Hotel Cusco, responded to this review, January 14, 2014
Dear guest;

We would like to thank you very much for choosing Sonesta Hotel Cusco for your recent visit to this magical city.
We really appreciate your comments as they motivate us to continue working hard to surpass the expectations of our guest.

Gratefully,

Ivan Pérez
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bermuda Dunes, California
Level Contributor
13 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed October 3, 2013

We just came back from our Peru trip where we spent and nights at the Sonesta Hotel. Average size rooms which are adequate but no window in the first room and one tiny window in the second room upon our return. I guess that means our rooms were on the backside of the hotel. Also, no way to adjust the temperature in the room. First it was really cold and then it got hot and stuffy. But we were not in the rooms long enough to miss the views from the window so it didn't really matter. The breakfast buffet is excellent - one of the best we experienced while in Peru. The reason I rated this hotel above average is because of the excellent customer service from every staff member we came in contact with. We were always met with a smile.

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Hykergal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Gerente at Sonesta Hotel Cusco, responded to this review, October 9, 2013
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.

Best Regards

Ivan Pérez
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toledo, Ohio
Level Contributor
41 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed October 2, 2013

I stayed here twice on my tour of Peru. The first time I had a room that faced the main street and it was noisy. The second time I had a room at the back. No view, but it is quieter. This hotel is walking distance to the main square and the many restaurants and attractions. This location had some of the fastest wifi connection speed. It only worked in the room, not the lobby. They have computers in the lobby. The breakfast was excellent. The bar had ESPN.
The rooms were on the smallish side, with US electrical outleets.

Room Tip: A room in the back, if you can get it.
See more room tips
  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JeffTPD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Gerente at Sonesta Hotel Cusco, responded to this review, October 9, 2013
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.

Best Regards

Iván Pérez
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santiago, Chile
Level Contributor
101 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
3 of 5 bubbles Reviewed September 23, 2013

This was a family stay on our second part our trip to Machu Picchu / Cusco area. The hotel has a very good location, 5 blocks away from the central plaza and at a walking distance from many of the main attractions at Cusco.

The rooms are nicely furnished, clean, have very good bathrooms and great beds. The staff was helpful and helped us with all our requests. Breakfast was good, a standard buffet breakfast with most of the typical things you would want.

The only issue with is hotel is noise. One of our rooms was on the 4th floor overlooking Av. del Sol and was very noisy, as windows are not air tight and let all the street noise in. Our second room was 3 rooms away from the elevator and you could hear both the elevator and all the people who were talking when waiting for the elevator.

This hotel would get at better rating from me if they solved this issue. A change of better windows is in order.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Roberto A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Gerente at Sonesta Hotel Cusco, responded to this review, September 26, 2013
Dear guest,

Thank you very much for sharing you review in the Tripadvisor website, I do value the time you spent in sharing your experience during your stay with us.
Your comments are important for us an thank you one more time for your kind support in order to improve our service.
Thank you very much for your preference and for choosing us for your visit to Cusco, I hope that someday in the future we have the opportunity to welcome you back and please feel free to us in anything you may need.

Warm Regards,

Iván Pérez
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tampa, Florida
Level Contributor
14 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed September 18, 2013

Hotel Sonesta its located in the middle of the town. Walking distance from everything. Excellent service. The room was ok, nice view to the Plaza. but the second time around, it had no view to anything (view to a wall).

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Explorer2212
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Gerente at Sonesta Hotel Cusco, responded to this review, September 26, 2013
Dear guest,

Thank you very much for sharing you review in the Tripadvisor website, I do value the time you spent in sharing your experience during your stay with us.

Thank you very much for your preference and for choosing us for your visit to Cusco, I hope that someday in the future we have the opportunity to welcome you back and please feel free to us in anything you may need.

Warm Regards,
Iván Pérez
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pensacola, Florida
Level Contributor
47 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed September 4, 2013

Our room was small, but had everything we needed for our stay. The rates really were inexpensive. The breakfast buffet here was the best I have ever experienced as an included in the price of the room meal. We spent 3 nights here and as is apparently normal in Cusco, the city services were sporadic. For well over 24 hours there was no water at the hotel or in the surrounding area. Yet, hotel staff coped beautifully and the breakfast remained as great as ever.

Room Tip: Upper floors are quieter. Dogs bark at night and would really disturb sleep on lower floors.
See more room tips
  • Stayed August 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PickySleeper482
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
QAM-SHCusco, Gerente at Sonesta Hotel Cusco, responded to this review, September 26, 2013
Dear guest,

Thank you very much for sharing you review in the Tripadvisor website, I do value the time you spent in sharing your experience during your stay with us.
Your comments are important for us and thank you one more time for your kind support in order to improve our service, so we will be work so hard thinking just in our guest.
Thank you very much for your preference and for choosing us for your visit to Cusco, I hope that someday in the future we have the opportunity to welcome you back and please feel free to us in anything you may need.

Warm Regards,
Iván Pérez
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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