Machu Picchu 2-Day Tour By Train

I had an incredible tour experience with TreXperience. However, there were some miscommunications that occurred with our reservation that unfortunately got in the way of a seamless experience. 1) The pick-up time established for the tour was listed as 6-7am ever since the day the tour was confirmed. We also got a reconfirmation email the day before that listed pickup at our hotel at 6:45 AM, with a quick tour of the Sacred Valley and buffet lunch in Ollaytantambo in between. After waiting for the pickup day of for over an hour with no response from our contacts, we started to get concerned. When we were finally able to get in touch with someone from TreXperience, it seemed like no one knew what was going on. Someone said there was a driver waiting at the hotel already (there wasn't), and another sent us the contact information of our guide for the Machu Picchu portion, which we didn't understand was not the person responsible for picking us up that day, so we tried getting in touch with him to no avail as he was, at that time, leading another Machu Picchu Tour. Finally, we got news that our tour doesn't actually include the Sacred Valley or the buffet lunch, and that pick-up will actually be at 9:45am. We ended up booking our Cusco hotel for 3 nights (including the night that we'd be staying in Aguas Calientes during the tour so we can leave our big luggage behind), but if that weren't the case, we might have already been checked out of the hotel. We ended up walking around town for a couple hours in the meantime, but it would have been nice to know that we didn't have to wake up so early in the first place. 2.) In the inclusions of the tour, it says that dinner is included on the first night to get to know your guide and fellow tour participants. When inquiring about the dinner (as I had not heard anything about it since), we were told that this is not included. I had to send a photo of the inclusions listed in the confirmation for them to arrange a last minute pick-up from a staff member at a local restaurant, where then we enjoyed a dinner alone. What went great: 1.) The staff who picked us up from the hotels and train stations had our printed tickets available, which was very helpful. They were all incredibly kind, and our pickups from the train to our hotel in Aguas Calientes as well as our AC hotel to the Machu Picchu bus were timely and seamless. 2.) I truly don't have enough words to describe how incredible our Machu Picchu tour guide, Willian Elvis, was. With over 15 years of guiding experience and being of Incan descent himself, he was beyond knowledgeable and passionate, making this experience so informative and involved. It was my companion's birthday on the day of the tour, and I briefly mentioned that to him when he picked us up... somehow, he went out of his way to pick up a donut and candle to surprise us during a beautiful lookout of the mountain and sang happy birthday to her, making this experience that much more special. Not to mention he was a master photographer, modeling us in every which way for the best shot. I felt like we won the guide lottery and if I could give him a billion stars, I would. Overall, it wasn't very clear which services were guided and which we were responsible for on our own (as there were multiple transfers on busses, cars, trains, etc). Communication among staff and between staff and client could have been much better. For me, this wasn't a massive issue as I am very adaptable and easy-going, but would be hesitant in offering this tour to my clients due to the amount of miscommunications and confusion that occurred. This was the only reason I didn't give the tour a 5/5, but overall, it was an unforgettable experience and the problems that did arise were dealt with rather quickly.