I usually plan our trips. This was and exceptionally busy year for my family, so I decided to use a tour company for the first time.We enjoyed the communication ahead of time. After our arrival, every time we had a tour guide or driver they were prompt and helpful. Machu Picchu was everything we dreamed of. A few of the hotels were some of the best we have ever stayed in. We loved both train rides.When things worked according to plan, this was a perfect trip. However, we had a couple of major snafus that put a damper on our experience.I always book a spa/relaxing experience in the middle of our trips. This is a great way to catch your breath, reflect, and get ready for the second half. We booked a special spa treatment at the Inkaterra El Pueblo after our first day at Machu Picchu. We had to run through town to get to the appointment on time. When we arrived, they had no record of our treatment. The front desk was not at all helpful and did not offer any concern. We called the Travel Company at this point and they were zero help. No explanations and no solutions were offered. A 'luxury' company would have offered an alternative or made up the error at some point. We decided to just go to dinner. The food was not good. Then we went to the room...no hot water, a dead bug in the shower, and stains on the walls. Yikes. We were also not informed that there was a hot springs on site available for our use and we were not offered a welcome drink, both things we later found out were included.Another reason we chose this company was that small group or private tours were part of the package. On our Lake Titicaca day there were at least 40 people on our tour. In no land is 40 people a small group.While we did appreciate many aspects of the tour, in my mind a Luxury Experience (and the huge price tag) means that everything is seamless, and if there is an issue it gets addressed immediately. Based on this trip, I probably won't use a company again.
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