We booked 3 tours with Chaski Peru Trek; the rainbow mountain, half day moray and full day sacred valley tour. The tours themselves were fine and the guides nice (good enough English, professional). You just get grouped into big buses, so it really doesn't matter what agency you book with.
It is the organisation and service from Chaski themselves that I am rating as 0/100. For each tour we would show up at the given time at the Chaski office, and stand there for at least half an hour with little/no communication. The touts stood right next to us, but they are only interesting in finding new customers, not looking after booked/paid customers.
One day a woman collected us, to then leave us on another corner, then hand us over to someone else to walk us another block, before we were handed over to another woman to put us onto the bus!
Another day we asked if we were supposed to go with a woman who was collecting people around us - to which we were told no. Well half an hour later she was back and we'd nearly missed the bus! Every passenger is congregated in the same meeting place 2 blocks away, so why on earth can we not just arrive there for 9am without all of the hassle and hour of wasted time?
Poor customer service:
Our friend left his $300 sunglasses in the breakfast/lunch hut on the rainbow valley tour. We popped in to the office the following morning to ask them to contact the place, if not via phone then via a guide as tours go every day. They literally couldn't care less. They just said they'd never find them. We asked if they could call, and they refused. It was horrendous service.
Food poisoning from cheapest buffet place:
Finally, the worst part was to come for us on our last tour, the sacred valley on 5th October. Chaski did NOT tell us that there was an choice of buffet restaurants in urubamba. They simply said buffet lunch was included. (Our friend's agency told him they were sending him to a more expensive but 'clean' one!) Fast forward to lunch time, and our guide explains to the bus that we will be making 4 different stops to drop passengers at 4 different buffet restaurants. What a ridiculous way to do it! I presume this must happen as all the agencies use different restaurants. Our names weren't on the list (typical of Chaski organisation it seemed) so our guide called them, and they confirmed that we were to go to the last buffet restaurant. Well, on walking in and seeing the food, it all looked awful, and on tasting it, it was even more awful. Some salad (I didn't take but my boyfriend did), cold cous cous, cold pasta, a cold meatball in tomato dish and a tepid flavourless chicken curry dish. It all tasted disgusting. The whole place and kitchen (if you can call it that) looked really unclean. And after forcing a bit down because we were hungry, I immediately said it wasn't sitting right in my stomach.
Fast forward 24hrs when we were actually in the Machu Picchu site (a long awaited day) and my boyfriend and I came down with the worst food poisoning imaginable, suspected salmonella. I needed assistance from the Drs onsite at Machu Picchu. We then had to be attended by a medical team in our hostel in Aguas Calientes for 3 days.
I called Chaski from our hostel to explain that we wouldn't be able to make our transfer back to Cusco with them from Ollantaytambo, but the man who answered didn't speak sufficient English or know what I was talking about and kept saying he was looking for our receipt. After two calls I had to give up.
I've done a full search on all urubamba restaurants online and have even looked through pictures but I cannot find this restaurant name. It was the last one that the bus stopped at, and there seemed to be a man and woman running it and 2/3 people serving out stingy portions. You needed a voucher for main and then a voucher for dessert for some reason, though desert was nothing more than rationed out slithers of stale cake. Please just be really careful and ask for the name of the restaurant you're going to be sent to and look up reviews online.
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