Subject :Rudy and Luis went out of their way to make sure I was completely satisfied. Luis's inside and the whole community and me beyond believe we're organizing my house! I could not be happier.
Excellent services & prompt follow through.
Subject :Unsatisfactory stay
Hello Tierra Viva Hotels. My name is Drew Heaps. I live in South Jordan, Utah, USA. I was recently a guest at the Tierra Viva-Cusco Plaza location. I reserved two rooms on August 3. The confirmation numbers were #461253960 and #472616154. My family and I stayed in rooms #203 and #205. Our plan was to stay 3-nights during our first stay, travel to Aguas Calientes for one night to visit Machu Picchu, then return to the Cusco Plaza location for one more night before departing for Lima. I was charged $549.74 at check-in for the first three nights for two rooms. I am writing to you today to share my experiences of my stay, and to inquire about a refund for one night due to an unsatisfactory stay that came up while at your hotel.
I originally chose this location because of its location to Plaza de Armas and other services that are in Cusco. The hotel location was perfect for our plans. Upon arriving, we found the hotel to be just as we expected – beautiful, clean, and convenient. And everyone that we talked with was friendly, professional, and courteous. As we checked into our rooms, we found them to be clean and comfortable. However, I had no idea that the hotel was near several ‘night clubs’ that would be playing music all night until 5:00AM each morning. And considering that we had plans to wake-up early each day to enjoy Cusco, we knew that getting a good night sleep would be important. Unfortunately, this did not happen for us. For the first two nights we could hear the bass music from the nights clubs vibrating through the walls of our rooms. And being a ‘light sleeper’ I was unable to get any adequate sleep for the two nights that we were at the hotel. For me, this is unacceptable as your guest. I had no idea about the night clubs, and was not informed that they existed until after our first night at the hotel.
After the second night at the hotel I decided it was going to be best for me to move my family to another hotel because there was no way I was going to be able to get adequate sleep at your hotel. On Saturday, December 1, I spoke with a young woman at the front desk early in the morning and explained to her that I was unhappy about the nightclub music playing all night. This young lady was very nice and professional, and she was nice enough to cancel my stay on December 3 for both rooms, and not charge me. However, she was unsure at that time if I would be able to get a refund for the night of 01DEC (which I had already prepaid upon my arrival.) Considering that I was unaware of the all-night activities of the nightclubs nearby, I feel it would be appropriate to receive a refund for the two rooms for the night of 01DEC. I did check-out at the appropriate time on 01DEC, as your records will indicate. According to my receipt from check-out, the total amount I am requesting is USD 169.66. (Room #205 = USD 91.44 and Room #203 = USD 78.22). This refund may be applied to my MasterCard ending 3698.
Please take in consideration that I did check-out at the appropriate time on 01DEC, and that I had no idea about the nightclub music that would be playing all night. I feel that this refund is a reasonable request. I am willing to pay for the first two nights of my stay, even though I was not satisfied with my stay due to the all night music. Nonetheless, I did stay in your hotel for two nights, and I am willing to pay for those two nights.
Thank you for the consideration regarding my experiences and my request for a refund. I look forward to hearing from you regarding this situation.
Subject :Hotel stay
Tierra Viva Cusco Machu Picchu
This is not a complaint or a claim. This is more of a plea to get help. We booked a one night stay and just found out that the Machu Picchu Trek price already includes the hotel stay. So, please can we get a refund for the booking? It has only been less than 8 hours since I figured this out. I sent an email this morning at 8am PST and so far nobody has replied.
Thank you for your consideration.
Subject :I checked out of your hotel yesterday morning leaving two bags for safekeeping. I picked the bags up in the evening to go to the airport. As I was about to board the plane I have discovered that US $600 of $1500 was taken from my Filofax that was in one of the bags. The bags have not been left unattended at any time other than with the hotel before or after. $1500 was there this morning. I had counted it just before Ieft my room and left the bags. There is no doubt about this and no other possible explanation apart from a member of your staff stealing the money from my bag.
I checked out of your hotel yesterday morning leaving two bags for safekeeping. I picked the bags up in the evening to go to the airport. As I was about to board the plane I have discovered that US $600 of $1500 was taken from my Filofax that was in one of the bags. The bags have not been left unattended at any time other than with the hotel before or after. $1500 was there this morning. I had counted it just before Ieft my room and left the bags. There is no doubt about this and no other possible explanation apart from a member of your staff stealing the money from my bag.