Cusco, Peru
Portal de Panes
N/A
+51 84581860
I have been trying to get a refund from this company for almost a year due to covid. They kept reassuring me they would provide refund once operations were normal. I went on their site about a month ago and saw operations were normal and they never contacted me. I sent an email for a refund and they replied asking me for my account information to send a refund. They were replying to my emails promptly within a day or less. Since giving my account information they have not responded to a single email from me and it’s been over a week. I contacted someone on their website and they told me I would be contacted today....still nothing. I spent nearly 2,000 and this company has yet to give me my money. STAY AWAY!! I am not the only one this has happened to. Read the reviews. I will update this review as things progress
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Slow train. But nice experience. Better to come 20 minutes before departure.
An amazing trip. We had to wait 2-Hour in the train as there where rocks on the track. But we made it safely and happy. The staff on board is really great and kind!
We had the best time! Would defiantly recommend!
My wife and I took the rail both ways: from Ollantaytambo to KM 104 and from Hot Spring to Ollantaytambo, the view was good, but not as good as we expected. There was a short traditional fashion show at carriage by the crew members, snacks were provided. There's no space for big luggage, but plenty places for carryons and handbags.
This company is not honest. I was promised a refund on a trip that was cancelled due to coronavirus. I knew that a lot of requests were being made so I waited patiently for weeks. I touched base with customer service representatives periodically who assured me it was in process and would be coming soon. Finally, months later, I was told no refund. Their main competitor, Peru Rail, issued a refund promptly and without wasting so much of my time. In the future I will travel only with Peru Rail and direct everyone I know to do the same. My issue is not just with the lack of refund but that I was lied to so consistently for weeks. Now they just won’t respond to me.
The way to Machu Picchu was great on the Voyager. The bus from Cusco was comfortable and we were able to sleep on the way. The train car was older but the service was fantastic, even if the "breakfast" was lacking. The service on the return trip on the more expensive "360" was a little less impressive though we did enjoy the panorama car. The car host had a bit of an impatient attitude. The experience doesn't seem like a good value but I'm not sure there are other viable options considering the duration of trip without the train.
I have been trying to get my money back since mid March when our trip got cancelled due to COVID-19. I have emails of them reassuring me we would get our money back within 30 days and here we are in June. They’ve emailed me trying to offer an upgrade for free in lieu of a refund. I declined and now they’re just ignoring my emails. This company is garbage.
Deli
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