The Chusay Rooftop

I just spend 2 months here; the people are the best, but so are the facilities! The kitchen is GREAT, the beds large & thick & solid, great blankets - - even in the 5 bed dorm room I had the best view over Cusco! The Rooftop terrace has incredible views - - right now they are out of gas due to protests, but later if you can go, this is the best place ever.

many things went wrong with this place that I don’t even know where to start. When we first arrived the receptionist was super rude to us, and after 3 flights and almost 2 days flying she couldn’t even give us the room at the agreed time, “because the cleaners were still cleaning the room” (at 12pm (???). We stayed in the lobby until they finished, which was cold and dark. After finally checking into the room we went to ask the receptionist for some recommendations on where to go, etc. She clearly didn’t care at all, didn’t explain anything and said that if we had questions we could check online. Great start! That night we went out for dinner and at about 8pm we received a WhatsApp message saying “tonight there will be no reception, we will only attend until 9:50 pm, if you are not at the hotel we will leave the key to the main door at ….” (I’m not going to copy & paste this for security reasons). We were shocked! what if we didn’t have WhatsApp access (like most people when they are on holidays)?. When we went back to the hostel guests started banging on the door for hours!!! (clearly they did not receive the message). and of course we couldn’t sleep for hours. It was all a disaster! On our second night we had to leave our luggage with them because we were doing the Inca trail. When we woke up at 3am to leave the luggage, the guy at reception was super sick!! he couldn’t stop coughing and couldn’t even walk (w*f!). We brought our bags to the storage room ourselves and left. After coming back from the Inca trail we went back to the hostel with a friend, who wanted to stay with us that night and previously booked a room through ***********. When we arrived, they told her that they cancelled her reservation (!!!) because “she didn’t confirm her time of arrival” (?!??), although in *********** the reservation was confirmed. The receptionist again was super rude (and it was a different person - I wonder if they only hire rude people or what?!) and didn’t give her any alternatives at all. On top of everything and while we were trying to deal with this problem with booking and finding a place to sleep after 4 days of hiking, they told us that there wasn’t any hot water!!! at that point we just couldn’t cope with it anymore so we decided we needed to leave. My partner was sick, we were exhausted, and the receptionist was being the most uncooperative person ever!!! anyway we told them that we were going to leave because everything was a disaster and they couldn’t even give us our money back (50 soles!!). My partner talked with the boss/manager in a much nicer way that I would have been and she was extremely rude and didn’t even want to give him a name. She ended up hanging up the phone (such a great customer service, so profesional).. I don’t think I need to add anything else. They literally ruined our holidays and our last night in Cusco. If you want to enjoy your days in Cusco, please do not stay here. I promise everything I said is 100% real and ther