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“Worst reservation policies ever.”

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Aranwa Sacred Valley Hotel & Wellness
Ranked #5 of 29 Hotels in Urubamba
Certificate of Excellence
Reviewed July 24, 2014

This is not a review about the hotel itself. Unfortunately, I had to cancel my reservation a few days before arrival. According to their reservation policies, charges upon cancelation would correspond to the 100% of the first night. When I called them, Ms. Karla Chumbiauca informed me they needed to charge 100% of the entire reservation - clearly contradicting what was explicitly stated in their policies. Later on, and after calling them a number of times and being put on hold endlessly, Ms. Chumbiauca sends an email informing me they have charged my credit card with 100% of the first night plus 10% of services and 18% of taxes, once again in contradiction with reservation policies.
It is disappointing to see what seems to be a nice hotel in the hands of a fairly incompetent and inefficient team. I

  • Stayed: July 2014, traveled solo
    • Service
4  Thank puentevaldivia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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530 - 536 of 1,538 reviews

Reviewed July 21, 2014 via mobile

Checked in today. We are a group of 11, 5 dbl rooms &1 sgl. Hotel grounds are very nice, bar and restaurant staff, super attentive and willing to please as well as "bell hop". Reception/check in was not so pleasant, a problem with one of the reservations. Rooms reserved were DeLuxe category but we got a mix of rooms, some much better than others, ours being one of them,rm 123. We are on the ground floor, window faces one of the pathways with some "traffic" thus privacy an issue. No real view when the grounds are very well appointed ans some of the rooms have stunning views. When we open the door of our room, what we see equals someone's messy backyard, ladders all scattered against a wall and an untidy impression. Rm isn't any different from a rm in a 3 star hotel except for the bathroom area that is modern, no bathroom, 2 wash basins are "open" while toilet is a separate room as wellas the shower and jacuzzi tub.

After complaining re accommodations, we were offered another room with a better view, 2nd flr but not that close to the rest of the group. We declined the offer.

Rm123 is clean, amenities, I would presume are the same in all the rooms.

It is a pity that our expectations were not met. Furst impressions are very important.

Food is on the pricy side. Tomorrow is another day, hopefully, the disappointment will have toned down.

I would still recommend this hotel. Maybe send a followup of your reservation a few days before actual check in.

Forgot to mention, two of our group also not pleased with their room got a fantastic upgrade aggravating our disappointment. We made our bookings through a local Peruvian travel agency.

  • Stayed: July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Thank agramsagitro
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 21, 2014

the place, the people, the food and the music are enchanting, nestled within the Andes.

The massages are different from North America, quite a shock but still very relaxing.

Beautiful boutiques and even some well groomed Alpacas on site.

  • Stayed: July 2014, traveled with friends
    • Value
    • Sleep Quality
    • Service
Review collected in partnership with this hotel
Thank Sylvie G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oscar S, Gerente at Aranwa Sacred Valley Hotel & Wellness, responded to this reviewResponded September 13, 2014

Dear Guest:

Receive greetings on behalf of all the employees of the Aranwa Sacred Valley Hotel & Wellness.
We would like to thank you for your comments, We are pleased to know that we could meet your expectations and requirements.
Your opinion encourage us to continue improving our services.
We Look forward to host you again.
Sincerely,
Oscar Soriano
Resident Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 21, 2014

We arrived at night and i was a bit worried about where we were going, it seemed to be the end of a dirt road in the middle of nowhere - then we arrived. What a fabulous place, the rooms were large, with spa bath, large showers, very comfortable. The most beautiful grounds including an orchid garden, chapel, lovely pool. Food in the restaurant was really good, service was excellent (the hotel was not very busy when we were there so heaps of staff). Just wish I had stayed longer.

  • Stayed: May 2014, traveled with friends
    • Value
    • Cleanliness
    • Service
Thank rhondacanberra
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oscar S, Gerente at Aranwa Sacred Valley Hotel & Wellness, responded to this reviewResponded August 19, 2014

Dear Guest:
Thank you for taking the time to write and share your comments and impressions of the Aranwa Sacred Valley Hotel & Wellness, we really appreciate your comments shared with Trip Advisor and words motivate us to keep improving.
I am extremely happy to know that you had a enjoyable stay and great time in Urubamba! I will make sure to share your comments with my team.
About our UNNO SPA, offers the perfect escape to the enigmatic world of the inca´s ancient wisdom, contact with nature and full indulgence, where everything that exists around you is designed and creted just for your satisfaction.
I hope that maybe one day you will decide to stay with us again and if you require any further assistance please feel free to contact me directly.
Thanks again for your gift of feedback!
Best Wishes,
Oscar Soriano
Resident Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 20, 2014

I stayed at the Aranwa Sacred Valley Hotel & Wellness in July 2014 as part of a tour group that was about to hike the Inca trail to Machu Picchu. The grounds are absolutely lovely, the spa is idyllic, the rooms beautifully decorated, and the bathroom has a "rain" showerheard and an amazing jaccuzi tub (which would fit two people). A sushi bar, shops, pool tables, a gorgeous outdoor pool and hot-tub--frankly, this place has it all. The prize winning alpacas, the toucan and the peacocks roaming the grounds added an exotic touch. The food was very good, but orders takes a long time to arrive. Honestly one of the most beautiful settings for a hotel I have ever stayed out. I can't say much about the rates as this was included in the price of the tour and I assume there was a group rate that was arranged for by the touring compay.

  • Stayed: July 2014, traveled with friends
    • Value
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank RCB252
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oscar S, Gerente at Aranwa Sacred Valley Hotel & Wellness, responded to this reviewResponded September 13, 2014

Dear Guest:

Receive greetings on behalf of all the employees of the Aranwa Sacred Valley Hotel & Wellness.
We would like to thank you for your comments, We are pleased to know that we could meet your expectations and requirements.
Your opinion encourage us to continue improving our services.
We Look forward to host you again.
Sincerely,
Oscar Soriano
Resident Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 20, 2014

Arrival by taxi to this gem in the countryside; greeted by lovely staff providing an overview of amenities and services available including even a movie theater. Entered my room to encounter not only a panoramic view out the sliding glass doors and glass was, but an amazing view of the llamas nearby.

Frankly, I could have stayed here for a week and simply relaxed but, of course, I was in the customary hurry to spend considerable time at Machu Picchu.

There are many things for everyone here with the spa, quiet, lovely grounds, activities, museum, art gallery, theater, and more. I cannot say enough about my experience; it was 5+ star.

Room Tip: You cannot go wrong. This hotel is the finest I've stayed in on three continents.
See more room tips
  • Stayed: July 2014, traveled with friends
    • Rooms
    • Cleanliness
    • Service
Thank newinelsinore
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oscar S, Gerente at Aranwa Sacred Valley Hotel & Wellness, responded to this reviewResponded September 13, 2014

Dear Guest:

Receive greetings on behalf of all the employees of the Aranwa Sacred Valley Hotel & Wellness.
We would like to thank you for your comments, We are pleased to know that we could meet your expectations and requirements.
Your opinion encourage us to continue improving our services.
We Look forward to host you again.
Sincerely,
Oscar Soriano
Resident Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 19, 2014

We stayed at the Aranwa Sacred Valley Hotel & Wellness in July14 as part of a tour to Machu Picchu and Cusco. This hotel is located in the Sacred Valley at about 9500 feet above sea level. This is a great place to stay not only to get acclimated to the high altitude if you are planning to visit Cusco or Machu Picchu, it is also a beautiful oasis in the middle of the valley. The grounds are impeccable and so is the service. The staff knows how to take care of their guests and they are all a bunch of beautiful people. The rooms are richly decorated and include modern amenities and hot tubs and they are private as the grounds of this resort are huge. We had excellent breakfast and dinner. There is also a full service spa right on site where we had a good massage. The grounds also include a full bar and a cinema, which was very useful to watch the FIFA world cup games.

  • Stayed: July 2014, traveled as a couple
    • Location
    • Sleep Quality
    • Service
Thank SFKenA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oscar S, Gerente at Aranwa Sacred Valley Hotel & Wellness, responded to this reviewResponded September 13, 2014

Dear Guest:

Receive greetings on behalf of all the employees of the Aranwa Sacred Valley Hotel & Wellness.
We would like to thank you for your comments, We are pleased to know that we could meet your expectations and requirements.
Your opinion encourage us to continue improving our services.
We Look forward to host you again.
Sincerely,
Oscar Soriano
Resident 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 Aranwa Sacred Valley Hotel & Wellness

Address: Antigua Hacienda Yaravilca | Huayllabamba, Urubamba 08471, Peru
Location: Peru > Cusco Region > Sacred Valley > Urubamba
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Urubamba
#4 Romantic Hotel in Urubamba
#4 Family Hotel in Urubamba
#5 Spa Hotel in Urubamba
Price Range: $166 - $292 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Aranwa Sacred Valley Hotel & Wellness 3.5*
Number of rooms: 115
Official Description (provided by the hotel):
The riverside lands of an 18-century colonial hacienda have been restored into an exclusive 115-room hotel, comprising rural elegance within the hacienda and minimalist design in the modern deluxe rooms. Replete with three restaurants including a vegetarian cove, a 2500 sq meter spa & wellness centre with three hydrotherapy pools, meeting and conferences facilities, art gallery, on-site museum, orchid pyramid and movie room. ... more   less 
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Also Known As:
Aranwa Sacred Valley Hotel And Wellness
Aranwa Sacred Valley Urubamba
Aranwa Sacred Valley Hotel & Wellness Peru/Urubamba

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