We stayed at La Casona for 3 nights on a 2 1/2 week trip to Peru. We opted to stay here instead of the Monasterio because we liked the idea of a small, intimate boutique hotel. While the property itself was lovely and the rooms charming, we found the service amiss. Some of the examples given below may seem nit picky and trite but at $720 a night, the service should be impeccable.
At most 5 star hotels, there is a distinct management presence. A manager usually will greet guests upon check in or come by during dinner or breakfast to introduce themselves and check on your stay. We never met any sort of manager. The only staff members we encountered was the young woman at the front desk who also served as concierge and general contact person. The only other person we encountered was a man in a long coat with a name tag which simply read "Trainee" who answered the door and walked around looking rather pompous and stuffy. In all fairness, this was Easter week but we never met a manager until we voiced complaints about service and a manager came from her home to talk to us.
The most notable gaff was that we inquired about a tour of the ruins in Cuzco. We were quoted by the concierge/desk clerk what we thought was an outrageous price of $170 for a driver/guide to take us on a 3+ hour tour. She told us she would check and see if she could get someone else for a better rate but she never came back to us with any further information.
The room was very nice with a fireplace and regional decor. The bathroom was modern with 2 separate sink areas but was lacking in the normal amenities you would expect to find in a 5 star hotel, such as cotton balls, Q-tips, emory board, etc. There was a large bathtub but when I got ready to take a bath, I discovered there was no bath salts or bath/shower gel. Each sink had a small soap disk, couple of kleenex wrapped in paper, and shampoo and conditioner in the shower. When we asked about the lack of amenities, we were told by the concierge/desk clerk that "the owners don't like to spend the money on that" and added there was a book next to the bed that says that if you need anything, to ask. We checked the nightstand and there was no such book or notice. We personally were afronted to hear that the owners of Inkaterra want to "save money" when they are charging $720 a night - considerably more than the cost of a room at the Monasterio.
Maid service was hit and miss. When we arrived, we had washcloths in the room but the next time the linens were changed out, no washcloths but we got 6 hand towels. We would call for washcloths and they would be delivered but again the next day, no wash cloths.
While staying at the hotel, I became ill so was frequently in the toilet area which had 2 toilet roll dispensers. At one point, one roll ran out but having the backup dispenser, I just used it instead. After the next cleaning, I found the empty toilet roll holder still in the dispenser. Inexcusable to not replace the roll.
Food in the restaurant was good but service was very slow as we found to be the case in most places in Peru.
It is a shame that owners of such a lovely property are not managing it more closely.
- Official Description (provided by the hotel):
- First Relais & Châteaux property in Peru, an exquisite 16th century colonial manor, located just steps away from the picturesque main square. Once occupied by the conquistadors of Peru, it is now an exclusive boutique hotel that has been carefully restored to retain its historical heritage and décor. With suites set around a Spanish courtyard, the manor offers sober elegance without sacrificing authenticity. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Booking.com, Orbitz, MrandMrsSmith, Travelocity, Hotels.com, Agoda and Cancelon so you can book your Inkaterra La Casona Relais & Chateaux reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Inkaterra La Casona Cusco