San Mateo de Otao Hotels

"The service from we entered the doors in the reception at the hotel was disastrous. At the first level, they had no clue about our reservations through Hotels.com. There was also another couple with us that also did its reservation through Hotels.com, and ten minutes before our arrival they call us in the car saying that the hotel has to cancel their reservation due to waterleakage in the room. And without any plan or initiative to find another solution. And when we asked for helping us out with another solution, the answer was that they cannot because the hotel is full. So after the first contact with first level reception at hotel, we were sent to the next level reception that was the same lady that called us in the car. Really a horrible experience with this client customer lady. We people that know Peru at it best and worst, this is a classical by the book disastrous bad customer service, where the lady shows absolutely no empathy whatsoever, where she is constantly trying to give excuses and desperately trying to move away from any responsibility. She said that my reservation was not registered yet, and that refence number Hotels.com had given me had no value for that hotel. We simply had to go out and find our own solution and complain directly to Hotel.com. Fortunately, a young man came to our assistance and manged to find our reservation, however, he said that he could not give us a room because the reservation from Hotel.com just came into their system. "