Hotel Museo Cusco

We booked the honeymoon suite for the hot tub after long hiking days, but left pretty quickly because there was so much wrong. It was extremely loud, with buzzing doors and every sound from the hallway and neighboring rooms coming through. The room had a hallway-facing window covered by a thin curtain you could still see through. The shower’s frosted glass wall also faced the hallway, and glass bricks around the Jacuzzi let light in from the next room.

I felt unsafe here, and I’d warn others about staying. Most troubling, someone broke into my room through a hallway window that could be opened from outside. I reported it the next day and watched the CCTV footage with staff. They didn’t call the police. Thankfully my things and I were safe, but that doesn’t make it okay. There was often nobody at reception, so I’d get locked outside. The toilet only flushed now and then, and both it and the shower leaked across the bathroom floor. My room hadn’t been cleaned after the previous guest: I could smell aftershave on the pillow, and there was used soap in the dirty shower. We had no wifi or TV for 24 hours, although the staff computer still worked. The noise was awful. Staff played the TV loudly at reception at all hours, and buzzers and bells kept going because guests needed help and nobody was around. I could hear the person next door breathing. They also don’t speak English, which is unusual for a tourist destination.

The stay was uncomfortable and disappointing, and I wouldn’t recommend it. The rooms were cramped, and the walls and windows were so thin that sleeping was hard. Bathrooms weren’t cleaned, and the toilets, sinks, and showers leaked. Breakfast was technically available, but barely there. Staff were badly coordinated, didn’t communicate, and weren’t helpful: they forgot our reservation, sometimes didn’t open the door, and didn’t replenish the toilet paper.

On arrival, I found hair in the shower, a poorly cleaned floor, and stained sheets that didn’t smell clean. I raised the issue with reception that first night. They said they’d send cleaning staff, but the problem wasn’t properly dealt with, and the later cleaning was superficial, below what I’d expect from a hotel in this category. It affected my rest and my impression of the service, especially after long walks in a tourist destination like Cusco where you expect some comfort. I expect a formal explanation and better cleaning standards for future guests. Some compensation should be considered for the inconvenience.