Encantada Casa Boutique Spa Hotel

Review Title: Beautiful Setting Undermined by Chaotic, Incompetent Service||||We stayed here for three nights in May. Despite the property’s obvious potential, our stay was disrupted many times by unprofessional, disorganised, and frankly careless service that made us more stressed than relaxed.||||Positives:||The setting was peaceful the view is lovely and the location is decent - close to the main square, though there was a steep walk.||||Negatives:||||Massage Booking Mishap:||We visited the hotel in person days in advance where we booked massages and paid a deposit. During our actual stay a few days later, we arrived for the appointment and the staff had no record of the booking or the payment. We were able to rebook a couple hours later but we were only spared not having to pay twice because we kept the receipt. The experience was completely avoidable and revealed a total lack of basic organisation and we were offered no apology.||||Lost Laundry:||We used the hotel’s laundry service which included some expensive items and several went missing. The hotel had no system for tracking what had been handed in we had to chase up multiple times to ask if they could take a look for them. Each follow-up was like a brand new conversation, with no one seeming to have any memory or note that we had previously asked reception for this to happen and not once did anyone seem particularly bothered. One item was returned - dirty - just before checkout. The rest were never recovered.||||Refund Disaster:||By far the most egregious experience. As an apology for the laundry debacle, we were told we’d receive a 50% refund on our massages and when it came to check-out, we only paid half the amount, as promised. However, the day after leaving - and with no communication this would happen - the remaining charge was taken from my card. I got hold of the hotel and explained the situation and was promised the money would then be refunded. After chasing them for *two* months via phone calls, emails and Whatsapp, we were fed a mix of silence (most of our Whatsapp messages were left on read) and empty reassurances: “the money has been sent,” “try emailing us,” etc. The refund never came.||||Other Disappointments:||- Ants got into our (sealed) food after just an hour in the locked room.||||- The in-room lockbox was broken, and staff couldn’t find the spare key, which was a serious concern given the our room was on the ground floor next to a communal area.||||- A bar across the street played loud music until 11 PM - something to consider if you’re hoping for uninterrupted peace and quiet.||||Overall:||This place could be special, but the sheer incompetence on display - from mismanaged bookings to vanishing laundry and broken promises - made it one of the most frustrating hotel experiences I’ve had. A nice view unfortunately could not compensate for feeling ignored and undervalued as a guest. I wouldn’t return, and I would actively recommend to avoid!

Good breakfast and Ok room. Bed was comfortable, and shower good. Hot water and teas provided. But no drinking water at all in room and hotel charges 16 soles for a bottle of water that costs just over 2 soles in supermarket. Only 1 socket in room so had to choose between having a bed side light or charging phone. Hairdryer provided but with only 1 socket impossible to dry hair and see oneself in mirror.|Nearby club has loud music till ~10 pm and beat goes through earplugs.|Won’t stay again.

Small but very comfy hotel in a great location and has the best views of central Cusco. Our bed was very comfortable and the hot water bottles they provide in the evenings were a very nice touch. The staff were exceptional - they were friendly yet professional, knowledgeable about the area and provided support to help us acclimate to the high altitude. On our last day we opted to get a deep tissue massage. Our therapists Ruth and Roxana were excellent! The massage was amazing - much needed after two challenging hikes. Highly recommend Hotel Encantada if you are staying in Cusco!

Let me start by saying I hate writing bad reviews but this place leaves me no choice. We travel alot and I’ve stayed in hostels that are better. I’ll just list:|1. They shut the heat off from 4:30 am until 6:30 pm. It was cold in Cusco and when we went back to our room I had to wear a hat and jacket. We asked about this and they said it was their policy. They gave us a water bottle to keep warm. (Doesn’t work)|2. The plug in the bathroom was coming out of the wall so when I would plug in the blow dryer I had to be careful not to electrocute myself.|3 speaking of blow dryers, this was the old type that doesn’t work well and catches your hair in it.|4. Lots of noise that would keep most sleepers awake. Fortunately we sleep well but it was always loud. |5. The first day we came back from an excursion at 3:00 and the room hadn’t been made. We had to call for cleaning service and remind them each day. |6. The shower water was lukewarm warm with no cold water turned on.|7. The last day after cleaning they didn’t give us enough towels.|8. The internet was horrible. Many times it cut out.|9. The tv never worked despite them allegedly fixing it several times. |10. The massage was supposed to be deep tissue but barely was a basic.|The only reason I have given the a 2 is when we finally got the manager on our last day he offered to switch rooms (no one had done that before) but we were leaving so declined. He also tried to find an electric header but it also didn’t .work. I felt like he tried somewhat. No one else seemed to care. On the plus side: the chef made good eggs.||Also the pictures of the rooms on line don’t look like our room at all!

We booked a nice room for two from the picture on booking.com. well in advance, what we got was absolutely disgusting. It was cramped and the double bed was pushed up against the corner wall. The bathroom was in a really bad state and the sink was in the main room. Only one power point by the door/bed head but it did have usb points. The glass entrance doors that looked ready to fall off the hinges faced a nice courtyard with a nice view overlooking the town. The curtain to give privacy from the courtyard was too small for the door so people could easily see inside the cramped room. Access to this hotel is limited to smaller cars so be mindful if you have heavy luggage as you may need to walk up a lot of stairs and alleyways with them. Location was not too far from the main square. The breakfast was good and staff and manager friendly and helpful.

The hotel is incredible nice , I am so happy and thankful that we chose it. Staff is incredibly kind and attentive and helpful! The room was not huge but was perfect and nice , every time after cleaning service it was a warm bottle inside the bedding which was really cute. Views from the room was amazing. Also nice view from the rooftop of the hotel. When we arrived staff was really helpful with the luggages ( we had 3 and the stroller) and carried it all the way to 3rd floor for us. Also we are traveling with the child so he felt really bad and throw up on the sofa in the reception but lady was so attentive and kind she understood and helps with everything and cleaning as well. She also gave us tips how to fight with altitude sickness and offered tea for us. I want to text a lot about kindness of the staff because they always helped with everything, with printing all the documents we needed, with organizations for tours and so on. Another huge thanks for the staff in the hotel to help us organize Sacred valley tour. If you are planing to come to Cusco and stay in this hotel please ask for Carlos as your tour guide , he’s the best of the best, very nice guy, knows so much about history! We loved the tour and it was private and pretty cheap for what we got! I am sure hotel can help with any tours you wish. Another nice note about breakfast, it was really delicious, eggs in any way you want , bread , cheese , fresh delicious fruits , yogurts and so on. Hotel gives nice local cozy vibe, walking distance to any place you wish in Cusco. It was an amazing stay , I would come back 1000% again and again 🤍

We were very happy with our 2-night stay at this hotel. They were happy to receive a delivery of our luggage a week ahead of checking in whilst we were starting the Inca trail at Ollantaytambo. Do note that if you are being dropped off in a large car it may not be able to get up the very narrow streets. We had to drag our suitcases a bit to the hotel! Reception staff were very polite and helpful. There is no lift but staff helped to take our suitcases upstairs. We had a room with a nice balcony with great views of Cusco. The room was large and the beds comfy. It did get a bit cold in the evenings and the little heater did not always come on, but staff delivered hot water bottles to the rooms every night and we thought this was a great service! The only other issue was that the hot water was temperamental and the bathroom a bit cold which made showering not a great experience. The breakfast was great. Omelettes made to order, and gluten-free bread also available. Lovely fruit salad and cheese, ham etc as per standard continental breakfast. We booked a massage each at the Spa. The spa consists of a room on 4th floor with 2 massage tables and a large jacuzzi bath which you pay to use (quite costly though). Massages for 60 mins at $40 was very reasonable. The therapist called Ruth spoke good English and on comparing notes she may have been the better therapist also

I enjoyed a 90-minute INKA RENEWAL MASSAGE at the Encantada Spa, with Ruth. I loved every minute. After lots of travelling, hiking, and sleeping in new beds, my body was in need of some loving care. I was in great hands with Ruth. She started with an exfoliation treatment, then a deep tissue and hot stone massage that was so skilled, professional and deeply intuitive. Exactly what I needed. I didn't have an appointment. I just walked in, and was taken care of within 15 minutes. While they set up for my massage, I enjoyed a coca leaf tea on the sunny upper terrace with an incredible view. I wouldn't miss this on my next pass through Cusco.