Help Center
Frequently Asked Questions
Everything you need to know to plan your trip to Peru
Bookings and Payments
4 questions
1 How do I confirm my booking?
Your booking is confirmed when our reservations executive responds to your email confirming the requested services. You will receive an email with your booking code and trip details.
2 What information do I need to book?
We need complete passenger details (name, ID or passport), detailed tour information, travel dates, and a copy of your passport or ID.
3 What payment methods do you accept?
We accept payments via PayPal (international credit and debit cards). You can also inquire about bank transfers by contacting us directly.
4 Can I pay in US dollars or local currency?
Our rates are expressed in US dollars (USD). Payments are processed in USD through PayPal.
Cancellations and Changes
4 questions
1 What is the cancellation policy for tours?
For tours and transfers: up to 30 days before the penalty is 25%, up to 10 days 50%, up to 5 days 70%, and 2 days or less is 100%. In case of no-show, there is no right to refund.
2 Can I change the date of my Machu Picchu ticket?
No. According to the Ministry of Culture policies, no refunds or changes to name, date, schedule, or personal data are allowed on Machu Picchu tickets.
3 What happens in case of bad weather or strikes?
No refund or return applies for causes beyond the operator's control, such as weather conditions, force majeure, natural disasters, disturbances, or strikes. However, we will do our best to reschedule or adjust your itinerary.
4 Can I change my train tickets?
PeruRail and IncaRail have their own cancellation policies, which vary depending on how close the travel date is. Check with your reservations executive for the specific conditions.
Machu Picchu
4 questions
1 What document do I need to enter Machu Picchu?
You must bring the same document you provided when making the reservation (passport or ID), as train tickets and Machu Picchu entry are issued with that information and no changes are allowed.
2 How much luggage can I take on the train?
On all train services to Machu Picchu, you can only bring hand luggage (backpack, bag, or briefcase) with a maximum weight of 5 kg / 11 lb. The rest of your luggage should stay at your hotel in Cusco.
3 Are there different circuits in Machu Picchu?
Yes, Machu Picchu has different visit circuits with specific schedules. Your reservations executive will help you choose the most convenient circuit and schedule according to your itinerary.
4 Can I climb Huaynapicchu or Machu Picchu Mountain?
Yes, these are optional additional experiences with spectacular views of the citadel. Availability, schedules, and rates must be confirmed in advance as spots are limited.
Health and Altitude
3 questions
1 What is altitude sickness and how to prevent it?
Altitude sickness (soroche) can occur in cities above 3,000 masl like Cusco (3,400 masl). Symptoms include dizziness, nausea, and headaches. It is recommended to rest the first hours upon arrival, stay well hydrated, eat light meals, and drink coca tea. Medications and infusions are also available.
2 Do I need to be in good physical condition?
For traditional tours (City Tour, Sacred Valley, Machu Picchu Full Day) no special physical condition is required. For adventure tours like Rainbow Mountain (5,200 masl), Humantay Lake, or treks, good physical condition and at least one day of acclimatization in Cusco are recommended.
3 Do I need travel insurance?
It is not mandatory but we recommend it for peace of mind. Travel insurance can cover medical emergencies, unexpected cancellations, and other unforeseen events during your trip.
About the Trip
5 questions
1 When is the best time to visit Cusco?
Peru is a year-round destination. The dry season from April to October is optimal for Cusco as it allows more outdoor activities. Keep in mind that during high season there are more tourists. From November to March is the rainy season and some attractions may have limited access.
2 What clothes should I bring?
Comfortable and light clothing for coastal areas, warm clothing for the Andes, comfortable walking shoes, and a rain jacket. Also sunscreen, sunglasses, hat or cap, and mosquito repellent.
3 Are tours group or private?
We offer both options. Shared tours are conducted in groups of approximately 15 people with bilingual guides (English and Spanish). We also offer private tours with exclusive vehicle and guide for your group.
4 What do travel packages include?
Our packages include: airport-hotel-airport transfers, excursions with tourist transport and professional guide, entrance fees to tourist attractions, accommodation, daily breakfasts (from the second day), and permanent assistance via WhatsApp and phone. Additional meals and flights are not included.
5 Do you offer assistance during the trip?
Yes, we provide permanent follow-up in person, via WhatsApp, and phone calls throughout your trip. We also assist you with restaurant reservations and optional activities.
Trains to Machu Picchu
3 questions
1 What types of trains go to Machu Picchu?
There are several options: the Expedition train (standard), the Vistadome (panoramic windows), and the 360 train (premium experience). Each offers a different experience during the approximately 2-hour journey through the Sacred Valley.
2 Where do trains depart from?
Trains depart from Ollantaytambo station (most common) or Poroy station (near Cusco). Your reservations executive will indicate the station and schedule according to your itinerary.
3 How far in advance should I book the train?
We recommend booking as far in advance as possible, especially during high season (June-August). Trains have limited capacity and the most popular schedules sell out quickly.
