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“gorgeous hotel with outstanding service”

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Belmond Hotel Monasterio
Ranked #5 of 163 Hotels in Cusco
Certificate of Excellence
Chevy Chase, Maryland
Level Contributor
28 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
“gorgeous hotel with outstanding service”
5 of 5 bubbles Reviewed 15 March 2011

We stayed 2 nights with a group of 16 on a university alumni tour. The hotel is absolutely beautiful. There are large public rooms to enjoy, beautifully decorated and furnished, as well as large garden spaces. The restaurant and bar are outstanding. The staff wemt above and beyond to fulfill any need or request. There was a very nice buffet breakfast. The room was spacious and well furnished.

  • Stayed February 2011
    • Value
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Helpful?
1 Thank Carcajou301
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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Airdrie Canada
1 review
4 of 5 bubbles Reviewed 14 March 2011

We really enjoyed our stay at the Montasterio. It is the ideal location only one block from the Plaza de Armas and a few blocks the other direction from San Blas.
The staff take incredible care of you from the moment you arrive, and we appreciate the kind service and advice Carlos in the concierge has provided us during our stay.

  • Stayed March 2011, travelled as a couple
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    • Service
Helpful?
Thank jodi_fox
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
alberta
Level Contributor
17 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed 13 March 2011

Located in the center of the city. NIce lounge area that serves refreshments as well as light meals that were very tasty. the rooms tend to be a little tight but have a wonderful atmosphere about them, most open out to a balcony - can't say enough about the rooms. The ownership has been able to make a great conversion from the monestary to a beautiful hotel ful of culture. within walking distance of unique restaurants and fun filled shopping. The setting for the breakfast buffet was in a former chapel once again atmosphere! atmosphere! and the selection and quality of food was outstanding.

  • Stayed November 2010, travelled as a couple
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Helpful?
Thank beachbums00
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
41 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
5 of 5 bubbles Reviewed 9 March 2011

A beautiful, elegant, well-run hotel. Excellent rooms and restaurant. Great position. All one would expect from an Orient-Express hotel - very high standard.

  • Stayed March 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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Helpful?
Thank Stanmoretravellers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lino Lakes, Minnesota
Level Contributor
51 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed 6 March 2011

I flew into Cusco planning on taking a taxi to this hotel and booking it without a reservation. I figured it wouldn't be full given that it was the off season. My main reason for staying at the hotel was that it would be a full service hotel and it had oxygen that you could have pumped in the room. I was going to be in Cusco for a couple of days, so I thought one day of the extra oxygen should prevent any potential problems.
Monasterio had a booth at the airport by baggage claim. I decided to stop there to get a quote on a room. The quote ended up being around 20% cheaper than the rate quoted on their website. They arrange a driver to take me to the hotel.
Carlos, a concierge, greated me. They sat me down in the bar area and provide some tea. Everything was taken care of from that time on... Maybe it was because it was the off season or maybe they always provide this type of service, but it was almost like having a staff of people at your disposal. They made my dinner reservations, arranged the transportation, baggage transfer, even went and picked out a souvenir i had requested and wrapped it for me. I expect good personal service at upscale hotels, but this was over the top by all the standards I am used to - and I am use to the Ritz-Carlton, St Regis, etc.
The restaurant was fantastic. They had a mix of country cuisine and international - all prepared to perfection.
The grounds were well kept with many of the original doors and decor. They even played gregorian chants in the morning.
The hotel was a couple blocks from the Plaza des Arms and many of the museums.
I would definitely recommend staying here!

  • Stayed February 2011, travelled solo
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Helpful?
Thank ThomasMN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Austin, Texas
Level Contributor
128 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 192 helpful votes
2 of 5 bubbles Reviewed 4 March 2011

The Monasterio is so-named because it's actually a former monastery. It's in a quiet location close the center of Cuzco and the rooms are clean with good amenities if a little small for the price. It was beautiful, ornate, and had wonderful grounds and food but the atmosphere seems to derive from the fact that it was a former monastery. Everyone whispered and were afraid to touch anything. It was like staying in a museum. The staff in the restaurant and bar are wonderful but the reservations people are a disgrace. We made a reservation with the Hotel Monasterio that was incorrectly transcribed so they documented the reservation from 29 April when the stay should have been from 29 May. Consequently we were charged $580.50 as a "no-show". We had no joy explaining this to the staff at the Monasterio in Peru and so we involved the US corporate office responsible for reservations. Our explicit instructions were that the money they had incorrectly charged should be returned and the correct reservation made, a reservation that I would pay for per Orient-Express policy upon checkout. While the correct reservation was made, our money was not returned to us and it was explained that the hotel reservation staff were refusing to do so and that they would retain the payment against the reservation. We explained at the time that I had no confidence, bearing in mind our past experience with the reservations staff at Mosasterio, that this would all work as expected not least because we had, due to having to pay a 'no show' fee already paid in excess of the agreed amount for the reservation. They explained that any excess could be applied to sundry expenses and that any final balance would be refunded to me at checkout. When we came to check out of the hotel they, as predicted, claimed to have no knowledge of the agreement that the US reservations office had made with us on behalf of the hotel and we are consequently still out of pocket as a result.
Cuzco was our stopping off point prior to a trip to Macchu Pichu. The woman at the hotel who works on the excursions desk is absolutely useless. We have travelled extensively internationally on both business and for pleasure and have used Orient Express hotels on many occasions. We have never received worse service at an Orient-Express hotel than we did from her when trying to arrange a train journey to Aqua Calientes so we could visit Machu Picchu. The woman was a nightmare. She was completely incompetent and unwilling to provide even the most basic of customer services. We were sent to three different locations in Cuzco looking for a travel office despite the fact that she should have known that all of them were closed at the times we were sent. She did not offer to help and finally after a wasted half-day and far more stress than we cared to be put through, announced after we returned to the hotel following our fruitless search, that she could make a phone call for us and arrange the travel logistics! But the worse was yet to come as, after buying the tickets at an outrageous cost, she then announced that we would only be allowed to take the equivalent of hand luggage with us on our four day trip to Machu Picchu. This was the last straw. She took our money knowing we were going for four days and withholding this information from us. We were therefore forced to try and put all our possessions for the next four days (medications, toiletries, hiking shoes, four days worth of clothes, etc. into small bags. This completely ruined our trip. Especially when we reached the train station and all of the people taking the same trip had full-sized backpacks that the train staff were more than happy to help load aboard the train.
The cost of a one-night stay should have been: $495 plus $45 in taxes. This amount included transfers to and from the hotel, dinner for two, complementary breakfasts, welcome fruits and water. However when we came to check out of the hotel, despite the fact that we had been collected from the airport per the 'Gourmet' package, and despite the fact we had booked train travel through the hotel, the hotel refused to take us to the train station for our trip to Machu Picchu because they said our package was only for 'airport transfers' so despite the fact that we had paid for transfers we were forced to hire a taxi to take us to the train station. I am disgusted by the attitude of the staff in this regard.
Some of the staff at the Monasterio hotel are dreadful and potential customers need to be aware of the poor service and gross incompetence that goes on at that location. They are a disgrace and Orient-Express should be ashamed to call that hotel part of their chain. We stayed in four hotels in Peru during out stay and the Monasterio was by far the worst.

  • Stayed May 2010, travelled as a couple
    • Value
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Helpful?
5 Thank TimWandMelG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Netherlands
Level Contributor
39 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed 26 February 2011

After a 5 night stay, we can heartily recommend the Monasterio. The hotel itself is beautiful, with the perfect setting in a monastery building. The public and private rooms are all tastefully appointed. The bedroom, although small, as would be expected in a converted monastery, was very comfortable and serviced to a high level. What really set the hotel apart is the excellent quality of the customer service - at reception, in the restaurants, concierge, etc. A special mention for Darwin of Guest Relations, who goes the extra mile in making sure everything you may need is attended too.

Stayed February 2011, travelled as a couple
Helpful?
2 Thank JB_Netherlands
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Belmond Hotel Monasterio

Property: Belmond Hotel Monasterio
Address: Calle Palacio 140 | Plazoleta Nazarenas, Cusco, Peru
Phone Number:
Region: Peru > Cusco Region > Cusco
Amenities:
Bar / Lounge Business Centre with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Wheelchair access Airport Transportation
Hotel Style:
#3 Romantic Hotel in Cusco
#4 Business Hotel in Cusco
#4 Luxury Hotel in Cusco
#7 Family Hotel in Cusco
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Belmond Hotel Monasterio 5*
Number of rooms: 122
Official Description (provided by the hotel):
Right beside the lively Cusco central square is Belmond Hotel Monasterio, a former monastery and national monument dating from 1592. This delightful retreat combines centuries-old charm with luxury hotel service, inspired restaurants and boutique rooms and suites-all clustered around a tranquil central courtyard. The ideal hotel from which to discover the delights of Cusco, its doors open to a vibrant scene of old and modern architecture, markets, galleries and restaurants serving 'new Andean' cuisine. ... more   less 
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Also Known As:
Monasterio Hotel Cusco
Hotel Monasterio

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