Dear Amanda,
Thank you so much for sharing your valuable feedback with us. Timings at Machu Picchu are strict, and adherence to the rules is necessary. A positive aspect of the Inca Trail permits is that they allow you to enter Machu Picchu at your preferred time.
For those who add extra hikes, such as Machu Picchu Mountain, it's necessary first to take the guided tour of Machu Picchu and then proceed to the mountain hike. When planned accordingly, there is always sufficient time for both activities. We typically book the latest entry time, enabling visitors to explore Machu Picchu before heading to the mountain. From your account, it seems there may have been poor time management on the part of your tour guide.
Please contact us directly with your travel dates and names so we can investigate what transpired and potentially find a solution to the issues you experienced.
It's important to note that the times and restrictions apply to all tour operators. In Cusco, there are more than 1,500 tour companies, and all adhere to the same rules, and all of them offer the same way: a guided tour first, followed by a mountain hike.
We look forward to hearing from you soon.
Best Regards,
Carlos