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“Worst customer service made a thoroughly disappointing stay - avoid”

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Cusco Plaza Nazarenas
Ranked #120 of 164 Hotels in Cusco
London
Level Contributor
106 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 63 helpful votes
“Worst customer service made a thoroughly disappointing stay - avoid”
Reviewed 18 October 2011

We had a pretty terrible stay in Cusco Plaza II, firstly as part of an otherwise perfect GAP adventures tour and then an extended stay due to illness.

This hotel is corroding GAP's reputation in our opinion. Problems - some of the staff INCREDIBLY rude and apathetic (unlike every single GAP representative whose customer service was 100% all of the time) the hotel staff were uninterested, surly and downright rude particularly an employee called Iska on 3 occassions, including once when I was in hospital. Everything was too much trouble. She stood doing nothing whilst my girlfriend waited to ask some questions, in the end she gave up. We were made to feel very unwelcome. The reception staff had no idea what time our GAP meet was, they had to ask around. They told 2 members of our group of 7 the wrong meeting time meaning they were briefed seperately, we didn't meet them until day 2 and they didn't have all the info - all because of the lazy hotel staff.

Security was appalling. The maid left our room door unlocked and slightly ajar for 6 hours after changing our towels. The room were they leave all the bags for the tours is INCREDIBLY unsecure, I was free to wander in and out unescorted. One day GAP will have a major issue if the room is compromised and there will be 3-6 tours of very angry customers with stuff missing. Also, so many people were ill, more than anywhere else we visited. It was always the topic of conversation at breakfast, although of course this may just have been a coincidence.

We went through all our complaints with the manager before we left, he was apologetic, but was a very very weak manager for a major hotel, every time I'd seen him he was wandering meekly and aimlessly around the hotel carrying a plastic carrier bag and wearing an old jacket, the staff clearly had no direction or authority coming from him - other managers of international hotels would be striding around the hotel, greeting guests and commanding respect and authority.

It is the worst stay for service we have had in 3 months in South America. The hotel building itself and the rooms are really nice and it could be a good (maybe great) hotel, but the staff are appalling.

Other points, breakfast very mediocre for a 3 star hotel, lack of decent choices. Cable TV didn't work for us sometimes, hot water runs out when the tours return en masse at 6.30pm. It gets 2 stars/5 purely for the decent rooms and beds.

Avoid, we stayed in far FAR better for a fraction of the price.

  • Stayed October 2011, travelled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Olideacon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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206 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (28)
Date | Rating
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English first
Oxford, United Kingdom
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 6 August 2011

The location is not worth the problems. I'd advise anyone to avoid this place like the plague, We stayed here with 14 other people for several nights as part of a gap tour. Gap were brilliant, this hotel was far from it.

Too many problems to list (we had the same issues as other reviewers below with unsecured "secure" bags, lack of towels, dirty rooms, no hot water, or no water at all, unhelpful staff, very bad acoustics and loud noisy groups drinking beer at night in communual areas unstopped by staff when others have to be up at 4am for the inca trek).

By far the worst problem though was when my husband was sick. The hotel had failed to provide our tour leader with a hotel room (though it had been ordered and booked in advance), so he wasn't there to call a doctor for us and instead left his number with reception. The hotel wouldn't ring a doctor directly, and had lost our tour guides number. After I ran back up to the third floor and back down to get the number for them, they then took 15mins to ring him. The disinterested lady behind reception shouted a staff member's name once, then sat back down at her computer not looking at me for 5 mins, not explaining why she wasn't ringing our guide, then when questioned, rang a bell for the staff member without replying, and sat back down again, until I asked again, then she went to find him. Turns out she had to find a member of staff with credit on his mobile because the hotel phone wont (?!) ring outside of the local area. Her unhelpful comment was "well your guide should be staying here" - well yes, if you'd given him a room he would be!

They then refused to ring him a second time when the doctor was very late and we also needed to check if the doctor spoke good english as our guide was staying too far away to come to interpret. Throughout this they seemed to not care at all about any urgency in calling a doctor.

Another group member was also sick earlier that evening, and the hotel refused to give her husband clean sheets - a lady from another room offered sheets off her spare bed! I had a fight to get extra blankets for my bed when I'd given my husband my set as he was soo cold with his sickness. Another group member had to change room because of mould on the wall, and most of the group developed some sort of cough during the stay so I suspect most rooms were damp. Another group member was left waiting in reception for half an hour just to get into his shared room to drop off a bag until someone else in our group found a cleaner to let him in. Laundry is never back when they say it will be (whilst on the internet I heard 3 people told that the laundry would be back in an hour, each person asking half an hour after the last).

Room Tip: The best room is in another hotel entirely
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  • Stayed July 2011, travelled with friends
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Helpful?
2 Thank kirstymcneil
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

Travellers are raving about these Cusco hotels

Ottawa, Canada
Level Contributor
19 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 28 July 2011

We stayed here as part of a Gap Adventure tour (Peru Panorama). We stayed for one night before embarking to Ollantaytambo to hike the Inka Trail, then returned afterwards for two nights.

It’s actually quite a large hotel but you wouldn’t know from the outside. Rooms are located over 3 floors, down little hallways and in nooks and crannies. Most overlook central covered Spanish-style courtyards, with the courtyards near the lobby getting quite noisy at times (according to our fellow travellers who were staying rooms off these areas).

Our first room had a double and single bed, with barely enough room to manoeuvre ourselves and two duffle bags around. The small bathroom had a leaky shower, and so it was hard to keep the floor dry. The only window was out to the central courtyard.

Our second room was on the third floor and had a double and single bed again, although this time we had high ceilings and a bigger bathroom. The floor wasn’t overly clean.

We experienced extremely poor front desk service on our second stay. I was quite ill and needed to get in touch with our Gap leader to arrange for a doctor. We could not dial her Peruvian mobile number from our room, and the front desk would not help. My husband went down to the front desk in person to better explain the situation, but they couldn’t even recommend a place to get a calling card (and there wasn’t a language barrier). Fortunately my husband ran into our Gap leader on the street while searching for a calling card/payphone, but it shouldn’t have gotten to that.

  • Stayed June 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank wggty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Santiago, Chile
Level Contributor
101 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
Reviewed 20 July 2011

it was what i payed for. a good bed, hot shower and wifi! breakfast was ok, juices where kinda bad but eggs where made at the moment. perfect location i was near everything.

the personal very kind.

recomended 100%, for me its a 3+ basic.

  • Stayed August 2010, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank jealbornoz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Stavanger, Norway
Level Contributor
20 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 8 June 2011

We got stuck in this hotel while travelling with Tucan Travel (another awful tour company to avoid as well). After returning from the difficult 4 day Inca Trail hike, our group returned to no hot water. Not that night, and not the next day either. We still had only cold water on the morning we checked out and it was not just our room - everyone was complaining. Service is terrible - they gave us back wet towels after service. Many rooms have windows opening onto a noisy street and there is a small nightclub that blasts music from Thurs-Sat. WiFi only works in one tiny area. You'll have a lucky dip when it comes to cable TV service, working heaters and shower doors - we stayed in two different rooms and compared notes with others - everyone had something broken in their room. Do yourself a favour and look elsewhere for accommodation in Cuzco.

Room Tip: There are no good rooms.
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  • Stayed June 2011, travelled as a couple
    • Value
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    • Service
Helpful?
2 Thank Andrea_John
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Richmond, Virginia
Level Contributor
28 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 23 April 2011

Stayed here for 6 nights on a Gap Adventures tour. The hotel has a great location very near to the Plaza de Armas. But that's about all I can say. The inside of the hotel has spacious courtyards but the rooms need a remodel. The hotels rooms are on the lower end of 3 star with old towels, questionable cleanliness and icy rooms. Even the radiators that aren't in every room barely take the edge off the cold. And worst of all is their extremely limited running water in evening hours and I had at least 2 days with no hot water whatsoever.

  • Stayed April 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Mybincs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Edinburgh, United Kingdom
Level Contributor
13 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 18 April 2011

I stayed here for 3 nights before and after the Inca Trail and Machu Picchu. On all 3 nights there were problems.

There were no towels on either arrival and we had to ask. There was only hot... no, actually, warm... water on 1 occasion out of 6 attempts for showers at different times of the day. There was no water at all on our first night!!

The breakfast was included and ok although basic. We got eggs cooked for us on one of the 3 mornings and the cook was the only pleasant member of staff we encountered at this hotel the entire stay.

The receptionist on out second night was the rudest woman I have ever had to deal with. While I was there to ask for something another guest ame to ask for towels and when she walked away the receptionist cursed the guest as she walked away, while I was standing right there!!! She wasn't interested at all in sorting out any of our problems and clearly hates tourists.

The worst part of the experience was that we had left luggage there in their "secure storage" while doing the Inca Trail. When we arrived back to check in we were all told that our bags were already in our rooms. There were no bags in our rooms at all. Eventually my bad turned up in someone else's room. Thankfully an honest member of our group who returned it to me but it could have been anyone's room! My friend's bag was still in the storage room but it took her and another member of the group 30 minutes to persuade the receptionist (same awful one I had problems with) to actually look for the bag. We then found that on out departure all our bags had spent hours just sitting in reception unattended before being put in the storage rooms.

The design of the hotel also means that you can hear very loudly anyone walking or talking in the central hallways, not conducive to a good nights sleep.

The only positive thing I can say at all about the hotel is the location is ok. There are plenty of other options nearby though so just don't stay here!!

  • Stayed April 2011
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Liabrie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Cusco Plaza Nazarenas

Property: Cusco Plaza Nazarenas
Address: Calle Saphi 486 | Plaza Nazarenas 181, Cusco, Peru (Formerly Hotel Cusco Plaza II)
Region: Peru > Cusco Region > Cusco
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Free Parking
Hotel Style:
Ranked #120 of 164 Hotels in Cusco
Price Range (Based on Average Rates): £
Hotel Class:3 star — Cusco Plaza Nazarenas 3*
Number of rooms: 50
Official Description (provided by the hotel):
Cusco Plaza Hotel II have restored a colonial mansion of the eighteenth century, keeping the stone arches and retaining fine Colonial details. Hotel Cusco Plaza II has three courtyards that give great light to the rooms, making the whole view impressive, reflecting the majesty of the imperial city. The Hotel is only 2 blocks from Cusco Main square. ... more   less 
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Also Known As:
Plaza Ii Hotel Cusco

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