Machu Picchu Tours & Treks — Premium Small Groups!

Overall, we had a great time and the memories will live with us forever. In this review, I will try to offer a balanced assessment of how things went, together with some honest advice from us as customers on how things could be even better for future travellers and would welcome your feedback. We experienced a great team of people that supported our trip, especially the guides, porters and chefs. We understand the planning and care that goes into making these trips happen and would like to thank everyone in the team for that kindness and support. The pre planning information was generally very good. Arrival could have been better - we were already 3 hours late and exiting the airport there was no driver. Getting this resolved took and additional 25 minutes and meant we missed an opportunity for food or drink at the hotel - we were too late by 10 minutes. The hotels - the first hotel was not great and definitely not to the standard we expected, the second and third were amazing - thank you. The pre-trek tours we felt were a little too long, especially after a long journey and we cut them short to allow ourselves to be at our best for the trek. This had nothing to do with the quality of the guides, but we both felt they could have been 2-3 hours shorter, especially considering we made a 50 minute detour to a restaurant for lunch on day 2, and then expected to take the same 50 drive back to continue the tour - at this point we said no and went straight to the hotel. The trek itself was perfect in terms of support, camp locations, food and snack options provided by the chefs. The support throughout the trek was great - the camping facilities, showers and massage were amazing and could not wish for more - well done!! Our guides, Angel and Edy were exceptional and we cannot praise their knowledge and professionalism enough. The flexibility to our needs was great, especially with food options and a change to our trip to allow us to get back earlier for personal reasons - thank you Edy for making this happen (this could have been easier, I will come back to this later). Overall we are very happy to say that you and your team made this a great experience. Here are a few things we felt you could improve on for future travellers. 1. Communication with your team is really difficult. There is not one point of contact. The use of wattsapp is helpful, but we really feel you should have a group set up that any of your team can access, that we as customers have as one point of contact. For example, when we arrived into Lima, there was no driver - we were contacting three different members of your team to try to get an answer - this should be one point of contact. 2. Response to our request for an earlier arrival back into Cusco was really poor. We made several requests prior to the trek starting, which your team said they would look into and they ignored. It was Edy during the trek that made that happen. 3. Hotel standard should be consistent. Our first hotel room was really poor. The other other hotel rooms were fabulous. 4. Tipping - this was a real problem. This was a very expensive trip for us and we had no idea we would be expected to need to find $800 for tips for the team. We had no idea how many staff there would be and only realised the extent of the issue when we had our pre trek call the night before, which created a challenge to get the money together. You must be more open about this and o be honest, it is your responsibility to pay your staff a decent wage not ours! 5. Food. This was amazing and real highlight of the trek. We thought it may be preferrable to provide a food preferences communication prior to travel to help the chefs know what we like and dislike to prevent wastage. Overall, thank you again for a wonderful trip and we will happily recommend you to our friends and family With kind regards David and Kate

Excelente experiencia, los guías super amables y muy profesionales , gran trabajo de los portadores... todo 1000% recomendado

Unfortunately, our trip did not go well. We had to ask as we went what the next steps were and who would be picking us up at each checkpoint. I felt like I had to reach out for this info or otherwise we wouldn’t know. I also didn’t realize that my husband and I were assigned seats in separate sections for the train ride to Cusco. One major issue is that the night before our Machu Picchu tour, our guide was supposed to reach out with details for the 6am Machu Picchu tour. It was 9:30 at night and no one had reached out with a plan on where to go and what time to leave. I had to call TreXperience and after finally getting them to understand our tour was early the next morning they reached out to our guide. Then they just gave US his number. I asked what the plan was the next morning and Gary simply sent me a screenshot of the bus station location. We were shocked since we are unfamiliar with Aguas Calientes and were told we would have door to door service. After ANOTHER phone call with TreXperience they assigned us a new guide Roberto who reached out with instructions for the next morning. Obviously we went to bed much later than we would have liked because of all of this. The next morning we woke up early and set out with Roberto and the rest of our group (I did not know it would be a group tour). At the bus station when they scanned the bus pass TreXperience gave me, it showed someone else’s name! They wouldn’t let me on the bus since this didn’t match my passport. After a long stressful wait with Roberto trying to fix someone else’s mistake, it finally got fixed and we were allowed on the bus. We barely made it in time to enter the Machu Picchu gates on time, but thankfully Roberto made it happen. I am thankful Roberto was a wonderful guide, but the rest of the experience was very stressful. We had a bumpy car ride back to Cusco that evening which was not expected either. We paid a lot of money for this, and I was so stressed much of the time. We are very disappointed in TreXperience.