Sumaq Machu Picchu Hotel

It was an unforgettable stay at Sumaq, the staff were very friendly, the food was delicious, and Frank who helped us from the moment we arrived, was very attentive and smiling.

From arrival to departure, the service was exceptional. We arrived before the check-in time, but they provided us with our room early, since we had left Cusco very early, this really helped us get some rest. Frank was attentive at all times. Sumaq is definitely a place worth staying at for a few days; I highly recommend it.

The location is perfect, and the atmosphere is awesome. There are a lot of details, like elements of Inca culture. It's amazing! The room is super comfortable. I wasn't responsible for paying, so I can't comment on the value. Everything was very clean, which made the environment feel good. The noise level is okay, but only because of the nearby train. It could bother people who can't sleep with noise. The service was perfect. Everyone was very kind and polite. I felt really welcomed. I got a massage, and the masseuses were very kind. It was the best massage of my life! Eva was my masseuse, and she was the best!

This hotel was very nice. Clean, new and right in town but away from the "bustle". A short walk to everything. Staff were excellent. Extended check out fee was unnecessariy over priced.

The service and food at Sumaq Machu Picchu Hotel were truly exceptional and, unfortunately, were the only aspects of our stay that genuinely felt deserving of its proclaimed “five star luxury property” status. Every member of staff we encountered was warm, friendly, and eager to help. A special thank you to Enrique, who looked after us so well throughout our stay. The restaurant team were also wonderful, and every meal we had was absolutely delicious. The spa was another highlight, with Eva and Maria providing some fantastic massages that we looked forward to each day. Unfortunately, almost everything else was disappointing. The hotel’s infrastructure feels tired and overdue for refurbishment. The décor is dated, the carpets felt old, and the rooms simply did not have the standard or atmosphere you would expect from a luxury five star hotel. The biggest issue was the lack of sound insulation. The windows appear to be made from very basic glass, and we could hear absolutely everything from outside, including buses, people talking as they walked past, barking dogs, and general street noise. Whenever the train passed, the entire hotel shook. Thankfully there were no late night trains, but it significantly affected the comfort of our stay. The plumbing also appeared to be ageing, with unpleasant sewage smells coming from the bathroom drain. We were also quite surprised to discover that a bottle of water we grabbed from reception while rushing off for our tour was charged at more than USD 10, despite much larger bottles being available at nearby shops for around USD 2. It felt unnecessarily excessive. Our biggest frustration, however, was the organisation handled by the Sumaq Lima office. The coordination of our transfers, tours, and even spa appointments was unnecessarily confusing and poorly managed. On our return journey to Cusco, we were left waiting at the train station in the dark for around an hour and a half because nobody arrived to collect us. We were initially told the driver had been delayed by roadworks and was on the way. However, after waiting for an hour, we were informed the driver was still another 45 minutes away. Following several calls with the booking office, they eventually arranged an alternative transfer. Interestingly, our replacement driver encountered no roadworks or closures whatsoever, which unfortunately made the explanation we had been given difficult to believe. We were also instructed to leave the train early and complete the remainder of the journey by car because we were told it would be “more comfortable”. In reality, the train would have been far more comfortable than the long drive over rough, unpaved roads. Had we known, we would have simply remained on the train all the way to Cusco. We also booked our Machu Picchu experience through the hotel, paying a premium expecting expert guidance. Unfortunately, very little information was provided about the different circuits or what each option actually included. We ended up booked onto a circuit combined with a very steep mountain hike, with sections approaching a 70 percent incline, despite this not being what we had intended to book. There was no map, no explanation of the available circuits, and no breakdown of exactly what we were paying for. Afterwards, we discovered that Machu Picchu circuit tickets can be purchased directly through the official ticket office. We also believe the hotel should offer circuit only options instead of primarily packaging them with mountain hikes. Not every visitor is looking for such a physically demanding experience, and clearer information would help guests choose the experience that best suits them. Considering the premium price of the hotel, we expected far more. While the incredible staff did everything they could to make our stay enjoyable, the ageing facilities, poor sound insulation, and organisational issues meant the overall experience simply did not represent good value for money. We are sincerely grateful to Enrique, Eva, Maria, and the entire restaurant team, who were the highlights of our stay and deserve recognition for their outstanding hospitality.