Belmond Sanctuary Lodge

My family and I stayed at this hotel 7/7/17 and 7/8/17. Nothing beats the location and service. We were able to eat and rest and then go back into the ruins of Machu Picchu. The brothers (not really), Raul and Dany took care of us for lunches and dinners during our stay. They were funny and very attentive. We had a great experience.

First mistake: too expensive for the poor room. We paid U$ 2.000 for one night!! When we came to the room it was so small that we need to walk one by one. But the worst was the view: NO VIEW and facing to the bus stop!!! This was unbelievable. I would recommend you to stay at Summaq in �guas Calientes, a new hotel in town with much better value. Second mistake: no entry tickets to Machu Picchu included in the room rate. We came with same train company of the hotel (Belmond) and read that tickets to Machu Picchu were included since we spent $ 1,800 in train tickets (Hiram Bingham and Vistadome) When we arrived, reception said that we should enter in the official web site to issue our tickets a few weeks ago since no reservation was done in our names. HOW COME TO SPEND almost U$ 4,000 and NOT have the tickets to Machu Picchu?!?! Third mistake: no transfer to hotel included in the rate. When arriving by train you need to move yourself to find the bus to the hotel, yes the bus. There is no private transportation. I understand that there is only one bus company authorised to operate BUT we had no help to find the bus and also need to pay the bus tickets. How come a hotel that costs 2,000 dollars per night make you pay for a bus ticket? This should be included in the rate. Pocket money for an extremely expensive hotel. Fourth mistake: For incredible that it seems, although this hotel is in Peru, I strongly recommend to Latins don't come. I am Brazilian, speaks 4 languages and saw a different treatment to Americans and Europeans. From the reception to restaurant and bar. I would invite the hotel owner to do a new training to their staff, learning the art of service as Japanese hotels do so well. In Japan, hotels are expensive but you will always have a wonderful experience as I had in my 3 visits. Sanctuary Lodge has a lot to learn how to be an unique hotel to any nationality. Fifth mistake: never go by yourself. We did a reservation directly in Belmond in Lima thinking that we would have a different treatment. Not really, there is zero advantage of doing directly. If you choose this hotel, make reservation through a travel agency, at least you will pay less, have a different treatment and may not face all disappointments we had. Attached you will find a picture of my bill to know how much I paid for it. So, don't do the same mistake I did. In summary, Sanctuary Lodge has no competition inside Machu Picchu park thus has no reason to improve. Be prepare to pay much and get little.

When we arrived after various train, bus, walking, for lunch we had to queue for ages at the buffet restaurant. Whilst our tour guides spoke with someone in the restaurant we waited for ages outside. We were then told to join the queue with everyone else and when we got seated, to say which tour company we were with. It was a lot of queuing. I then went into the hotel to check in 3 members of staff compleatley ignored me. Then when one looked up they served a gentleman who then preceded to check in another three groups of travellers. When I finally was served, I told them that they let a number of people push in front of me, I couldn't stop them as they didn't speak English, but they could have looked a bit further and seen me, they said sorry. I then went on a tour of Machu Picchu. I was so stressed by this point I didn't enjoy my first encounter with this historic site. I then got really sick, I literally ran through the ruins, back to the hotel. After being ill, I got into bed. There was a LOT of banging for hours, like building works. Once i finally got my strength back I opened my door to go down to reception. I saw a man knocking on doors giving out candles for the mozzies. I asked him what the noise was and when it would stop, he was insistent the noise was just him, knocking on the doors. The next day the building work started again, so I recorded it to know that I wasn't going mad. When I went down to check out, I was all ready to say how I hadn't enjoyed my stay and once again I was ignored and wasn't even asked if I had a nice time, just told to 'leave the card there'. This was the most expensive hotel of my whole trip and it was in fact the worse experience I had, I will also be complaining to my tour operator. Everyone in my group raved about the Belmond chain, whilst I enjoyed the Belmond in Lima, this hotel did not seem a Belmond at all. From the service to the standard of the rooms. Hotel decor was a bit dated, all felt very squished in. Particularly having the buffet restaurant that everyone can it in, right in the hotel. There was lots of confusion about our meals. Some on our group were told that the day before we should have had lunch in the restaurant in the hotel not the buffet. Some were also told that breakfast and lunch for the day of departure was included, but were then asked to pay for their lunch, all a bit of a mess. Also, beware, I was expecting to have a nice view. I've been to Ulru and was almost expecting the same experience - to open the curtains in the morning and see the mountains. But actually I couldn't see much. My room overlooked the bus station so was noisy with all the hustle and bustle. I was planning to have a coca tea reading but was then told the Sharman was away. The hot tub was no longer there. There were also advertised activities like watching the night sky with a guide - that was also no longer available. The food and cocktails were good, the gardens around the hotel were beautiful and I had an inca massage which was amazing. But unfortunately everything else tainted my once in a lifetime trip.

One of the most magical places to stay , their made us feel as home when you arrive everything is already set for you and also the staff is amazing and so kind with their guest .The best stay in one of the 7 wonders around the world.

A bit of paradise adjacent to one of the world's wonders. It was so nice to be able to return to our room in between outings into the ruins. The hummingbirds and orchids on our patio were just an extra touch.