Wish I could have loved it but..
Posted Jul 8, 2016 on Hotels
The location, aesthetics, and amenities of Second Home Peru could not have been more perfect, but unfortunately, our interaction with the staff completely ruined our stay. We had to push back our trip to Peru for medical reasons, and I called the hotel well in advance, over two weeks before our planned date, notifying them that we would not be there. I spoke with them on the phone and chose another day to transfer our room. However, when we arrived, the owner said that we had lost her money and that she had given away our room. Instead, we were put in a tiny room underneath the stairs that I don't think they even advertise online. The owner said that her staff had not communicated the change with her and that she lost one potential night of business. We had clear email records confirming the change, but she would not offer us a discount or our money back. She said that we should have spoken with her, but how were we supposed to know that the representative we were emailing with and on the phone with was not the owner? It was the hotel's email address. We felt incredibly taken advantage of and ripped off, and I was disappointed that even when we had clear confirmation, in writing, the owner was unsympathetic and unfair.