Hacienda Puno

The only decent thing about this place were the breakfast staff, who were really sweet and friendly. They should be working downstairs on reception or teach the downstairs staff how to interact with customers.

Staff - from the moment we arrived the staff were unfriendly, no smiles, not even a hello! I actually heard the girl ask her colleague where to put the booking.com people. So be warned, if you book on here they’ll dump you in the worst rooms. That would be ok if they were nice, but they’re not. Noise - our room was located on the ground floor close to the water pump. The pump makes a huge amount of noise, and did so all afternoon and then at night until I went to reception and complained at about 9.40pm. You could here the pump over the TV and shower and in no way could you relax. You could hear the pump quite clearly in reception through closed doors, but the staff didn’t want to know. She (receptionist) started whispering to the night man saying there was a little noise in our room, so I interrupted as I speak Spanish to tell him the truth that actually the noise was ridiculous and completely unacceptable. No apology at all from any of the staff. Eventually the pump was turned off. I was told at this point that the hotel was full and they couldn’t change our room until the following morning. They also told me the pump would not be turned on in the morning but at 6am the noise woke us up. I went straight to reception, it was now a different girl, as equally unhelpful and uncaring who didn’t know anything about what had happened the previous night. Again no apology. Unsurprisingly no managers were around to talk to. Eventually we were given a new room and some nonsense story about the pump being under maintenance. A) why put people in a room next to a pump under maintenance and b) another lie as my partner works with water pumps In London and they normally make this sort of noise. Not even an apology as we changed rooms. Smoke - as if the noise hadn’t been enough, our room started to smell of cigarette smoke. It had a corner window right by the bed which led to an indoor corridor.