We booked a tour to Machu Picchu through Viator for 350 euros, encountering several challenges from the outset. The tour operator, Jose, informed us the evening before the excursion that there were no tickets available. He suggested we could purchase them in Aguas Calientes for an additional 50 soles per person, which we declined. Despite initial miscommunication about ticket availability, Jose later confirmed they were available and assured he would cover their cost since our package was supposed to include them.
The day started with a satisfactory breakfast stop, but lunch and dinner were poorly organized; lunch had scant leftovers, and dinner was served cold and undercooked, with beverages available for purchase. During a three-hour trek to Aguas Calientes, our guide, Franclin, often moved ahead quickly and was frequently out of sight.
Upon reaching Aguas Calientes, we had to stand in line for three hours to purchase tickets—a task Franclin could have handled himself. Later, Franclin misled us regarding the purchase of bus tickets, directing us to buy tickets back to Cusco for an additional 200 dollars. This issue was clarified after contacting the tour leader.
The accommodations arranged by the tour were initially locked upon our arrival, requiring persistent knocking to gain entry, and were lacking in basic supplies like toilet paper.
Franclin introduced us to Edgar the next morning but left due to health issues and did not return as expected. Edgar, who was already present, took over and provided an excellent tour of Machu Picchu, greatly enhancing our experience.
The return journey involved confusion about Franclin's whereabouts, who was supposed to rejoin us. Eventually, we secured a bus directly to Cusco, but the drive was prolonged due to the driver's need for a safety break to prevent an accident.
Despite these logistical issues and poor meal management, the commendable efforts of Jose and the excellent guidance provided by Edgar at Machu Picchu made our visit memorable.