I understand that Aguas Calientes is a unique destination with logistical challenges, and I generally adjust my expectations accordingly.
However, this hotel failed to meet several basic standards that I would expect from any property welcoming international travelers.
The biggest issue was that the room we received did not match our reservation. We booked a queen room with a balcony, but were instead assigned a room with three twin beds. Receiving a completely different room type than what was booked was a frustrating way to start our stay.
The room was also missing a surprising number of basic amenities. There were no cups whatsoever, no TV remote, no Kleenex/tissues, no pen or paper, and no in-room safe. While any one of these items might be a minor inconvenience, together they made the room feel unfinished and poorly equipped.
When we discovered there was no TV remote, we called the front desk and were told that someone would bring one up right away. Unfortunately, no one ever showed up, and the issue was never resolved. This lack of follow-through was disappointing and reflected poorly on the hotel's service.
Communication and guest information were also severely lacking. During check-in, no one mentioned breakfast, despite it being included in our reservation. I had to double-check my booking confirmation to verify that breakfast was included. There was also no information provided in the room whatsoever. There was no welcome letter, brochure, hotel directory, etc.