Journey Machu Picchu Travel Agency
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"Poor Service and Mismanaged Tickets"
I would not recommend this agency. The tour operator they partnered with in Cusco provided us with tickets for Peru Rail to Aguas Calientes on the wrong day, which completely disrupted our schedule. As a result, our train trip and visit to Machu Picchu were rushed and stressful. When we contacted Marco from Journey Machu Picchu to resolve the issue or discuss compensation, we received no response. Very disappointing experience.
"Extremely Poor Service and Mismanaged Bookings"
Our experience with Journey Machu Picchu was very disappointing. We booked a 5-day Inca trek 8 months in advance and paid the full cost upfront. Communication from the agency was minimal, with many questions ignored. The day before our flight, they informed us they had accidentally booked the wrong trek. This left us with limited options and no time to cancel flights or accommodations. They offered three alternatives, and we chose the Salkantay trek, which cost $120 less per person. They promised to refund the difference at the end of the month, but even after multiple reminders, we have not received it. Communication remained poor throughout, including a lack of a local contact in Cusco, despite repeated requests. The evening before the trek, a contact finally arrived for a brief 30-minute meeting at our hotel—far too late to feel assured our booking was legitimate. While the trek itself, our guide, and group were excellent, we later discovered that Journey Machu Picchu is essentially a middleman; other travelers paid only $250 for the same trek we paid $600 for. Their website is confusing, out of date, and misleading—Rainbow Mountain Hike, which we also booked, had incorrect pickup times, leading us to cancel the trip. Overall, Journey Machu Picchu is unreliable, poorly managed, and provides inadequate customer service. They misrepresent their packages, fail to communicate important details, and have yet to issue promised refunds. We cannot recommend this agency for a Machu Picchu or Salkantay trek experience.
"Excellent Planning and Support for a Peru Trip"
We had an amazing experience traveling through Peru, visiting Lima, the Amazon, Cusco, and Machu Picchu. The itinerary was very well planned, and everything ran smoothly. Marco provided excellent support throughout the trip, answering questions and assisting whenever needed. His help made our journey stress-free and highly enjoyable. We are very satisfied with the service and would highly recommend this agency for anyone visiting Peru.
"Misled and Poor Customer Service – Avoid This Company"
I am extremely disappointed with the service provided by this company. I had booked a carefully planned Inca Trail package months in advance, only to be switched to the Salkantay Trail the night before the trek. Their explanation blamed the Peruvian government, offering only a partial refund. Despite repeated emails and phone confirmations that a refund would be processed, I have received almost no follow-up. Marco’s only response stated the refund would take 30 business days, yet more than two months have passed with no resolution. This caused significant stress for a once-in-a-lifetime trip. I cannot recommend this company and advise avoiding them entirely.
"Poor Planning and Last-Minute Changes – Disappointing Experience"
We booked our Inca Trail hike with Journey Machu Picchu eight months in advance, but the tour operator they used failed to secure the correct permit for the right date. This caused a nightmare for us, as we had spent days preparing for the hike but could not do it as planned. Marco tried to accommodate us with alternative tours or a longer hike, but we had to return to the U.S. on schedule, which meant constantly moving from hotel to hotel since our original accommodations were no longer suitable. While I appreciate Marco’s efforts to help, it does not make up for the fact that the mistake was discovered the night before the hike. Booking eight months ahead should have prevented this. Very disappointing.
"Excellent Service and Punctual Guidance"
We had a great experience with Journey Machu Picchu! The agency staff were kind and very thorough in explaining our options, which helped us choose the best way to travel from Cusco to Machu Picchu. This trip was a dream for me, and they exceeded my expectations. I especially appreciated their punctuality and helpful guidance throughout the experience. Thank you to the team for making this trip so memorable!
"Poor Customer Service Overshadows the Trip"
Let’s start by noting that one of the reviews here is actually from the owner—now that’s out of the way. The agency put together a trip based on my request, charged me accordingly, and asked for full payment upfront. Standard practice—until they failed to deliver what was promised. They offered a partial refund but never credited it, then completely disappeared. Over a year later, the owner has not returned calls or emails, and the refund has still not been processed, despite having my credit card on file. Machu Picchu itself is breathtaking, but if you value customer support and reliability, choose a travel company with better service. This one left me frustrated and out of pocket.
Journey Machu Picchu Travel Agency
Journey Machu Picchu is your gateway to one of the world’s most breathtaking wonders. From the ancient streets of Cusco to the cloud-kissed peaks of the Andes, this unforgettable adventure takes you through lush valleys, along scenic train routes, and deep into the heart of Inca history. Whether you’re exploring the iconic citadel at sunrise, tracing the footsteps of ancient civilizations, or soaking in the panoramic views, every moment of the journey is filled with awe and inspiration. Make your Machu Picchu experience seamless and memorable with expert guidance, comfortable travel options, and insider tips that bring Peru’s magic to life.
Address
2111, Av. Alejandro Velasco Astete 401, Santiago de Surco, Peru
Website
https://www.journeymachupicchu.com/
Email
[email protected]
Telephone
+14247813536