Refunds not processed in a timely manner. - The tour operator was unable to get tickets to Matcha Picchu and advised me to go to Aguas Calientes the day before and attempt to get tickets. Due to... read more my schedule that was not possible and I advised them accordingly, and asked for a refund to my credit card.

Twelve days later it has still not been processed.

  Do not trust them to deliver!  - Two days prior to the trip I received an email stating that they were not able to obtain an entrance pass for me. In the end, I had to find... read more my own way.

  Ticket?  - Before you read what the company responds to my review, just remember they were the ones to allow me to purchase this tour on the specified date I paid for.... read more It’s rather simple to list the tour as not available on the specified date if you are not willing/able to give the customer the services they pay for. I assumed there is a base level of trust booking on TripAdvisor. With that being said, I DID book 3 days before my tour date. I was already in Cusco and my girlfriend really, really wanted to see MachuPicchu. Even though MachuPicchu entrance tickets are “included” I was told I will have to buy them in person because of the passport number. I thought ok maybe it is not too bad? On October 16th I am coordinating with somebody from the company and I am told “It will be best if you get to Aguas Calientes (right next to MachuPicchu) a day early to secure your tickets”. So I am in Aguas Calientes by 8AM on October 17th. There are no more tickets available for October 18th. I pay for October 19th tickets just in case, but could not change my flights and I already had Huacachina tour booked in Lima on October 19th. That is why I paid for October 18th tour. I paid for the night in Aguas Calientes on top of my Cusco hotel I was supposed to be in that night, and the company never offered to pay for my accommodation in Aguas Calientes. (If they had the tickets like they said in description, I wouldn’t have had to stay a night in Aguas Calientes). The main problem was spending on an all inclusive tour and all that was included was transportation. The company didn’t have the MachuPicchu tickets as they state in the “included” section nor did I get a guide to see MachuPicchu of course. In the future please have the number of TripAdvisor slots for people to buy the exact same as the tickets you own. Another option is to remove “tickets included” in the price of the tour. Either one is ok but now I had let future customers know what could happen when booking with you guys. Please do not respond and say you did everything you could to get me to MachuPicchu. The company owned no more tickets for the date I purchased and instead of refunding me soon after booking you led me on a field trip to Aguas Calientes with no MachuPicchu in sight, stating not even a partial refund is possible. I recommend you book months in advance from the Peru Culture website and buy everything separately if you’re proactive and want to see MachuPicchu. At least on the ride back from the train station I received a car instead of a stuffed van like on the way there where a kid threw up on my luggage. Maybe in a couple years I will come back but this was my only chance to visit MachuPicchu in the near future. That is why I am writing a bad review. I never write bad reviews. Hey, no refund but a private driver, right? Unfortunately I have to talk to TripAdvisor and my credit card company now. The company purchased my transportation to MachuPicchu knowing they owned no tickets and were looking for any alternative to being honest with me and refunding my “MachuPicchu tour” experience before I ever left Cusco. “Hey, we do not own any tickets for the date you purchased and it is possible you may not be able to obtain a ticket for that date either, it is very busy, would you like a refund?” And this could’ve been prevented. All sales are final but I didn’t get what I paid for. Thanks guys.

  Chaos is the best way to describe this tour.  - We booked our trip last minute. We felt secure because we booked via TripAdvisor. We reached out to the tour operator via TripAdvisor and they were slow to respond. Finally... read more they connected with us via WhatsApp, but communication was poor at best. No details were given unless we asked, and the typical answer was "we haven't finalized that yet".

To get to Machu Pichu from Cusco you must take a train. To get to the train. We were told that we would have transportation from our hotel in Cusco to and from Machu Pichu for a same-day trip. Per the booking on TripAdvisor. Later we were charged additional $15 US to get us at our hotel, asked to book a hotel in Aguas Calientes (base of Machu Pichu) etc When we were picked up at the hotel, we were dropped off at a local Ride-Share in Cusco. Placed in a small car with 8 people and driven 1.5hrs to the bus station. None of this was explained by tour operator. We took the train to Aguas Calientes, not know what to do when we arrived. Upon arrival someone found us we were told we had to purchase our Machu Pichu entrance tickets (included with TripAdvisor purchase) as an additional costs $60 US per person. Note that we got the last 2 tickets available and hundreds of people in line behind us did not get their tickets. If we were 10 seconds later the trip would have ended in Aguas Calientes.

The next day our tour operator was supposed to meet us at the hotel at 5:30am he did not arrive. We found the bus ourselves and made the tour ourselves.

Summed up, if you are willing to pay more and risk seeing Machu Pichu, and are good with POOR communication, book with them. Otherwise don't.

  Awesome, highly recommended  - The tour was excellent, they covered all what they offered, even when they were some issues going on with the situation of trains and buses in Machu Picchu. The guides... read more were very kind and professional.