The hotel is beautiful and one of our favorite places in Peru so far. The hot springs were wonderful, the room was spacious and very clean (a little cold despite the heater and beds are very soft). The restaurant was ok, not great (I had to send back my order because instead of "grilled", my food was raw but they redid it and it was better). The staff was welcoming. However, I tried to book a massage at the spa and either there was no one to take bookings or they said it was too late (even though the spa officially closed 4h later...). Also, when my friend asked if we could change his welcome drink to a coffee, they said no, which is not a very client-friendly attitude.
Finally, the sister tour company is not good. They quote higher hotel prices than on the web and just put you on a random group tour. I'm not sure what company we ended up with but the second guide was not good - he was so late on day 1 that we stayed with the first guide and on day 2 he made many claims about the area that were inaccurate and was quite dismissive about the Incas (I'm not sure a biased guide is optimal) and the tour stops at many areas that have no purpose other than to get you to buy things. It's really a shame because the hotel itself was wonderful.
