Hotel Agustos Urubamba

Beautiful hotel!

This Hotel on the outskirts of Urubamba has beautiful grounds and landscape. The rooms are outdated and the mattress is very hard like a board. Rooms don't have a/c units but they do have a small refrigerator and portable heater. The other negative is that are kind of obligated to eat at there restaurants because there is absolutely nothing near by. Prices in restaurants are pricey. Make sure to buy water bottles before arriving to hotel because the overpriced the water bottles also

I stayed at thi excellent hotel in Urubamba, Valle Sagrado, Peru, on my way to Machu Picchu. Buildings are surrounded by beautiful gardens and views of the surrounding mountains. Quiet location and excellent facilities. I highly recommend it.

Firstly I will start with the positives, the hotel was nice with beautiful greenery surrounding. The decor certainly wasn’t modern however it was perfectly fine. Secondly the negatives, customer service was inadequate. Two of us are vegetarian and one morning we had to leave before breakfast opened so were told we would have ‘takeaway breakfast’. We clarified that these would be vegetarian three times (at checkin, the night before and in the morning when collecting the bags) but when we got on our journey we found they both contained ham. This is absolutely unacceptable and I hope they treat allergens more seriously or they could kill someone. When we mentioned this to the receptionist she just smiled and nodded and said ‘oh okay’, which is not an acceptable response. Also you have to pay for water here which we were absolutely fine with. When we bought a second lot on the second day we realised we had paid double the amount the previous day. When I said this to the receptionist again she just nodded and after a long pause said she would call someone. Other members of our tour group also agreed they had paid double the price the previous day. The following morning the receptionist was extremely rude and told us we were lying. She also told us, in a borderline threatening manner, that everything we do is on camera which is a bit weird given we were in a hotel so hoping she didn’t mean ‘everything’ as that’s a gross invasion of privacy. When we asked to watch the camera footage she was speaking of she told us it wasn’t available. The amount of money was not significant but the reaction of staff was wholly inappropriate - especially for a hospitality business. Overall would not recommend anyone stay here. Customer service skills require a lot of improvement.