⭐ 1 out of 5 stars I deeply regret booking this Machu Picchu tour through Viator. What should have been one of the highlights of our trip to Peru became a stressful, exhausting, and very disappointing experience for our family of three with the ages of 60,59,28 with medical conditions We booked and paid PHP 76,119.66 for our tour, expecting the arrangements to be handled properly. We had discussed changing our Machu Picchu circuit from Circuit 2 to Circuit 3 because of our physical limitations. The local operator, Miguel Yabar, confirmed in writing that this change could be made. However, the entrance tickets and train arrangements we subsequently received did not match the travel arrangements we understood had been confirmed. When we raised the problem, the operator acknowledged in writing that a mistake had been made. Despite this admission, we were left trying to manage the disruption ourselves. We ended up visiting Machu Picchu exhausted after taking a tour to Palccoyo Mountain the previous day. We also had to purchase replacement transportation at an additional cost of €256.39 to manage the disruption to our travel plans. What made this experience even worse was Viator's response afterward. We contacted customer support, explained what happened, and provided the relevant details. Our refund request was rejected, and after a further review, Viator told us that its decision was final. We are still waiting for a meaningful response regarding our additional transportation expense. For a booking of this price, I expected reliable coordination, accountability, and customer support—not to be left dealing with the consequences of an acknowledged mistake. Machu Picchu is a once-in-a-lifetime destination for many travelers. Poor coordination can affect not only the money people spend but also their limited time, physical comfort, and enjoyment of such an important experience. Based on our experience, I would be extremely reluctant to book another tour through Viator. I strongly encourage future travelers to verify every entrance ticket, date, and train arrangement in writing before traveling. This review reflects our actual experience and the way our complaint has been handled. I hope other travelers can learn from what happened to us.
Thanks for your comments. For WPeru Travel it is very valuable to know your experience, since it motivates us to continue improving every detail of our services. We work with dedication to offer authentic and unforgettable experiences in Peru. We hope to accompany you again on a next adventure! — WPerú Travel Team
