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Barbara B

5 Star Service at Hotel Encantada

5.0 of 5 bubblesReviewed 4 Aug 2021via mobile
We had a fantastic stay at Hotel Encantada! Consuela the manager was amazing - she helped us arrange tours . Covid testing and even made sure we had breakfast to go ready at 4am!! Consuela and the rest of the staff were so helpful and made our stay a 5 star experience! Highly recommend this hotel if you are in Cusco !!!
Date of stay: August 2021
Trip type: Travelled with family
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Nicole Erb, Director General at Encantada Casa Boutique Spa, responded to this review
Responded 17 Aug 2021
Dear Barbara,

Thank you for this wonderful review!

We are very happy to hear that our staff made your stay pleasant and that you had a great time at our hotel!

We hope you can come back soon!
Kindest Regards,
ENCANTADA HOTEL
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 3 August 2021

We arrived at this hotel after a long day with a nine month old baby. The lady on the reception desk, Consuelo, was friendly but explained that a cot would not fit in our standard double room so we should take a kingsize room. She said that booking.com (who we had booked with) had already added the 18% tax for Peruvian citizens and she could not take it off (even though we shouldn´t have to pay it being foreigners). She couldn´t find us on the Migrations website to see when we had entered Peru and said she would do it later. The previous hotel we had stayed in had found us no problem on the system and had had no problem with us not paying the 18% tax. However, she offered us the kingsize room at the same price as the standard double room plus the 18% tax if we were to cancel our booking on booking.com and she would do the same informing booking.com that we were a ´no show.´This price also included cot hire which is charged extra at this hotel. We agreed on this and Consuelo told me she could not do this until after midnight which was fine and we agreed to do the same the following morning.
In the room, the main light flickered on and off continuously. The staff changed the bulb but it still flickered and told us they would look at the fuse box etc the next day. Both sockets next to one side of the bed didn ´t work so we lacked a lot of light but the staff brought us a long extension cable. Consuelo told us the restaurant was open until 9pm so we went down at 8.30pm after the baby was asleep and she said the chef would be back in 20 minutes to cook dinner. He arrived after about 40 minutes and we ended up waiting over an hour for our dinner. Consuela told me she had put the heating on in our room for the baby. Not long after we went to bed, the heating went off and we couldn´t turn it on again. It was too cold for our baby to sleep in the cot so we had to bring him into our bed (even though we´d had to pay extra for the cot). In the morning, the shower was luke warm.
My husband and I decided we didn´t want to spend the last two nights of our trip in this hotel with so many faults. When we checked booking.com, Consuelo had not cancelled the booking so we couldn´t do the same without having to pay a fee for not turning up. Breakfast was nice. When I went to speak to Consuelo at 9.30am, the chef and maintenance guy told me that she had gone out until about midday and they couldn´t contact her on her phone so I had to come back in 30 minutes. I went back downstairs after 30 minutes and they found Consuelo who appeared to have been sleeping in room 101 downstairs behind the reception desk. When she came out of the room, she appeared drunk and very sleepy. She kept asking me what time I wanted the taxi booked for the next day which I hadn´t requested. I explained that she hadn´t informed booking.com that we were a ´no show´and she told me she couldn´t do this until 2pm (even though she´d said midnight the evening before). I explained all of the problems we´d had and that we wanted to cancel the booking and change hotels. She kept asking me about the taxi for tomorrow as she was drunk (or seemed to be). In the end, she agreed that we could cancel the booking ourselves on booking.com, pay the cancellation fee which the hotel would get and change hotels. This was a strange conversation with Consuelo who honestly seemed drunk. This was a disappointing stay for us as the hotel, overall, could be quite nice if it just checked everything worked in the room, kept the heating on overnight for its guests, had hot water in the shower and had a sober receptionist in the mornings. We read so many good reviews in the book at the hotel from people who had been stuck their during lockdown but it just wasn´t the right hotel for us and our baby...again disappointing.

Date of stay: July 2021
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank Georgina R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 12 July 2021

The personalized service from this boutique hotel made our trip exceptional and we highly recommend. It's location is close to Plaza Del Armes, yet far enough away to be a bit more quiet. In particular, Consuelo and Jose made our trip seamless between our hiking treks by arranging taxis, greeting us cheerily at 4am (wow!) with a breakfast bag, doing our laundry between treks, and arranging an in-hotel covid test and printing necessary documents for our travel home. Breakfast is included and is a gorgeous array of fresh juice, eggs, and more. Coming back from our treks late at night, our luggage was awaiting in our rooms and we could even order dinner that was prepared for us. Hot water bottles were delivered for turn-down service for toasty feet at night.

Date of stay: June 2021
    • Value
    • Location
    • Service
Thank kmwilliams5000
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nicole Erb, Director General at Encantada Casa Boutique Spa, responded to this reviewResponded 17 August 2021

Dear Williams,

Thank you for this wonderful review!

We are very happy to hear that our staff made your stay pleasant and that you had a great time at our hotel!

We hope you can come back soon!
Kindest Regards,
Encantada Hotel

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 June 2021 via mobile

My friend and I had an excellent stay at Encantada. Consuelo took such good care of us, including printing documents, giving recommendations, providing breakfast boxes for days we had early wake ups for Machu Picchu and Rainbow Mountain, getting our laundry done, and arranging reservations and covid testing to fly back to the U.S. The breakfast was beautiful - fresh juice, eggs, vegetables, and bread. Our trip wouldn’t have been as easy and seamless without Consuelo and the entire staff!

Date of stay: June 2021
Trip type: Travelled with friends
Thank wendyc10000
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nicole Erb, Director General at Encantada Casa Boutique Spa, responded to this reviewResponded 17 August 2021

Dear Nicole,

Thank your for choosing our Encantada Hotel for your stay in Cusco.

We really appreciate that you took the time to post your feedback,it was a pleasure for us to have you as guest !

We look forward to welcoming you back soon!

Kindest Regards,
Encantada Family.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 June 2021

We stayed here for several nights during our days in Cusco and between our treks to Machu Picchu and Rainbow Mountain. It was the cutest hotel! The San Blas neighborhood is the perfect vibe with cobblestones, delicious restaurants, and little shops. The hotel had a beautiful terrace and roof with a landscape view of the city. The rooms were comfortable and clean. Breakfast was also delicious and individually prepared by the chef. The best part was the personalized service - particularly from Consuelo. She anticipated all of our needs, was up at all hours (sending us off in the early mornings when we left for our treks for example), helped make reservations for us, and was just always ready to answer any of our questions and welcome us. She was so competent and welcoming. We loved our stay here - thank you!

Date of stay: June 2021
Trip type: Travelled with friends
1  Thank katherinew731
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nicole Erb, Director General at Encantada Casa Boutique Spa, responded to this reviewResponded 17 August 2021

Dear Katherine,

Thank you for your comment and recommendation.

Day by day we dedicate ourselves to improving in every aspect and we are pleased to know that you are doing a good job.

A comfortable customer is the greatest satisfaction.

We hope to visit us again soon!
Kindest Regards,
Encatada Hotel

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Reviewed 17 January 2021

We really loved this Hotel. The people are really friendly and the location is absolutely wonderful. We enjoyed a wonderful view over the City and a yummy breakfast in the lovely garden. The owners are really helpful. The rooms are nice, the bed is super comfy. You can also book your massage right here aber a days hike. I would definitely come back here next time.

Nos encantaba este hotel. La gente es muy amable y la ubicación es absolutamente maravillosa. Disfrutamos de una maravillosa vista de la ciudad y un delicioso desayuno en el encantador jardín. Los dueños son muy serviciales. Las habitaciones son bonitas, la cama es super cómoda. También puedes reservar tu masaje aquí mismo, después de una caminata de un día. Definitivamente volvería aquí la próxima vez.

Room tip: A place to feel good and relax
Date of stay: January 2021
    • Value
    • Sleep Quality
    • Service
1  Thank G3780QPfrankb
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nicole Erb, Director General at Encantada Casa Boutique Spa, responded to this reviewResponded 17 August 2021

Dear Frank,

Thank you for sharing your experience, for choosing and recommending us. We are glad to know that the service we offer was to your liking, we have trained staff so that you can provide a better service to our visitors, thanks for your rating.

We look forward to your prompt visit!
Kindest Regards,
Encantada Hotel

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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