Machu Picchu, Cusco & Lake Titicaca 7-Day Tour

Bad experience with Machu Picchu Trips – Incompetence and lack of professionalism. Unfortunately, we had a very bad experience with Machu Picchu Viagens and we want to warn other travellers to avoid this agency. We closed a package to Peru (Lima, Huaraz, Cusco, Aguas Calientes and Machu Picchu) from 1 to 09/03/2025 for two people. Seller Lisette was extremely attentive until the time of payment. After that, he disappeared. For three days we tried contact and we were completely ignored. Given the lack of response, we sought help with Lucas, from the office in Brazil, who confirmed that the agency existed and would ask Lisette to contact us. When we finally received the return, instead of solving the problem, Lisette reproached us, saying that we should not contact the agency of Brazil and that the contacts should be made directly with her, even if she did not respond. From that point on, our journey was marked by disorganization and lack of support. Our first problem happened at the beginning of the trip, in Lima. We had paid the late checkout to stay in the room until 20:00, as guaranteed by the agency and written in the script sent by them. However, on the day of departure, we were informed by the hotel that the late checkout only went until 18:00. We had to leave the room two hours before the appointment and cancel part of our scheduled program for that day, in addition to losing almost 2 hours trying to settle with the hotel and with the agency. The agency replied that everything was okay and the hotel said it wasn't. A problem that could have been avoided with a minimum of organization and honesty. But the worst was still to come. When we arrived at Aguas Calientes at 9:45, we found that the trails we would do in Machu Picchu, the next day at 7:00 a.m., were closed for two days. The agency knew that and didn't warn us. We only got to know the night before the tour, by the guide. Without time to react or look for alternatives, we end up doing just one of the two we paid. And now the agency refuses to refund the $65 we paid for the cancelled track. We know that the track was closed due to weather and safety conditions and we fully understand, but the problem is that the agency could have warned us before so that we could check and think of possibilities and could have requested the refund of tickets. We talked to an employee in Machu Picchu and he said that the refund was possible, but since it was not us who bought the tickets the agency that would have to make the request. The agency directed us to make another route as an alternative, which was also closed. Also, the communication with the agency was very bad. They created a WhatsApp group for support, but most of our messages were ignored. We were treated with total disrespect. We didn’t get an answer or they just said everything was resolved when nothing was resolved. Our experience with Machu Picchu Travel was extremely frustrating. Made a travel dream turn into bad memories. Lack of professionalism, commitment and respect for the customer. =================================== Update on our experience with Machu Picchu Travel After registering our complaint with the agency in Brazil, we were contacted by the agency manager in Cusco, who carried out a detailed assessment of all the problems we faced during the trip. He provided us with explanations about what happened, accepted our suggestions for improvement and demonstrated commitment to correcting deficiencies in the care. In addition, within two days after the complaint was registered, the agency made the due refund, demonstrating a satisfactory effort in the post-sales treatment. The manager also committed to strengthening internal communication to ensure that the information is always clear and correct, as well as reorienting the team to prevent similar situations from happening in the future.

Simply perfect! The agency is extremely organized, from our arrival with airport shuttle to the hotel to the purchase of all tickets and reservations of all hotels! The tours were beautiful and the guides all excellent! The highlight of the trip was the guided tour to Machu Picchu, the place is beautiful and the guide (Yaneth) was excellent. I recommend 200% the agency and services. It will definitely be a memorable experience! Thank you!

Sensational agency! Super service from purchase to completion! They planned the entire personalized itinerary. The guides are great, very organized and punctual, as well as very friendly. Grade 10!

The whole reception of the staff was great, they speak a good Portuguese and are always available via WhatsApp. The ease of hiring everything in Brazil and the flexibility of packages is great.

We've lived incredible days in the peru. This wonderful experience was only possible thanks to the super competent staff of the travel agency. I recommend everyone to come and go through this experience.