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We were excited to spend a few days away from the city and enjoy a peaceful escape. The first night was everything we hoped for—quiet, relaxing, and comfortable. Unfortunately, things changed quickly. That night, the river broke and damaged one of the main power poles supplying electricity to the entire condominium. As a result, we spent the next four days without consistent electricity or water.The homeowner did try to help by providing a gas-powered generator. While we appreciated the gesture, it didn’t fully solve the issue. The generator wasn’t powerful enough to run both lights and water, so after the first night, we couldn’t take showers. Power would frequently go out, especially at night, and someone had to refill the generator with gas to keep it running.The homeowner’s worker did his best to help, but we had to communicate constantly just to get power or water back, which was frustrating. To make matters worse, the generator was placed right next to the pool, so any sense of peace was lost to loud engine noise and a strong gas smell.There’s more we could mention, but we wanted to explain the reasoning behind our rating. We understand that emergencies happen and appreciate the efforts made, but the overall experience was far from what we expected. Had everything worked out differently, we’re sure our rating would’ve reflected that.

Nome

The only think that I did't like was that you can't make dinner reservations at check in because the all the reservations are sold out by that point. It would be great if that was offered at the RSVP point.

The service from we entered the doors in the reception at the hotel was disastrous. At the first level, they had no clue about our reservations through Hotels.com. There was also another couple with us that also did its reservation through Hotels.com, and ten minutes before our arrival they call us in the car saying that the hotel has to cancel their reservation due to waterleakage in the room. And without any plan or initiative to find another solution. And when we asked for helping us out with another solution, the answer was that they cannot because the hotel is full. So after the first contact with first level reception at hotel, we were sent to the next level reception that was the same lady that called us in the car. Really a horrible experience with this client customer lady. We people that know Peru at it best and worst, this is a classical by the book disastrous bad customer service, where the lady shows absolutely no empathy whatsoever, where she is constantly trying to give excuses and desperately trying to move away from any responsibility. She said that my reservation was not registered yet, and that refence number Hotels.com had given me had no value for that hotel. We simply had to go out and find our own solution and complain directly to Hotel.com. Fortunately, a young man came to our assistance and manged to find our reservation, however, he said that he could not give us a room because the reservation from Hotel.com just came into their system.