The incorporation of the sustainable model in World Heritage Sites management implies a participatory approach in the identification, protection, conservation, presentation and transmission of the outstanding universal values (OUV) for future generations (UNESCO, 2017). Citizens, as relevant social actors, provide a reputation regarding cultural heritage that informs on key issues in order to achieve its sustainable management. The lack of methodologies to comprehend the relationship between society and cultural heritage from a sustainable approach is a limitation to achieve participatory management. This article provides empirical evidence on the level of sustainability that exists in the World Heritage site of Cuenca (Ecuador), from the citizen`s point of view. The statistical results reveal that its sustainability relies on a reputation that is built around multiple interconnected phenomena that determine positive or negative attitudinal patterns. The article thus contributes to the understanding of the relationship between citizenship and heritage, with emphasis on the aspects that must be addressed in order to achieve sustainable management in the historic center of Cuenca.