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“good hotel”

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Banyan Tree Hangzhou
Ranked #43 of 2,386 Hotels in Hangzhou
Certificate of Excellence
Pretoria, South Africa
Level Contributor
16 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“good hotel”
Reviewed 7 March 2014

we stayed here for one night and moved to another hotel. The room are large with very high ceiling. and they decorated very pleasantly with lots chinese artefacts. but its a little far away from where we wanted to go. we wanted to be close to the westlake. the restaurant was just ok. the food was just ok.

  • Stayed November 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank gerome m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pascal E, General Manager at Banyan Tree Hangzhou, responded to this review, 30 March 2014
Dear Gerome M,

Thank you for your posting. We are pleasedto see you stay was good overall, but we surely would aim for every aspec to be perfect.
You mentioned the location was not as per your liking. The Westlake takes a 15-20 minutes drive, which is correct, but I hope that the next time you come to Hangzhou you will have the chance to experience the Wetlands as well, which are right adjacent to our property. We have direct access to it with our boats. In our location we have the luxury to be in a tranquil and natural area, yet close to the city's facilities.

We took note of your comments on the restaurnt and we will look with our team into detail of what you had ordered and review what could have been improved for those items.

We sincerely hope to be able to welcome you backon another occassion, so that we may show you the advantages of our location and prepare outstanding meals for you.

With kind regards,

Pascal Eppink
Area General Manager, Hangzhou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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256 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (17)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • Japanese first
  • Any
English first
s
Level Contributor
45 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 6 February 2014

It is a shame such a beaitiful property is under such terrible management. The ceiling of one of the villas has a leak and the wall has sinking molds from moisture. When we first got their s stron smell reaked out of the room and they told me it was from floor heating. Everything looked dusty. they covered the tissue paper with fabric which is white with dust. I asked them to take off the cover, there wa smore dust on the box and no one cleaned it till we left. They offer us a discount yet I think they should not have sold he room to us as a 5 star hotel. It is worse than holiday Inn which is cleaner. The shower does not work as the water woudl go through the toilet. All the windows doors and walls were covered in dust. The desks and tables all have water marks. Far from being a luxury resort. Our packae includes a boat ride and they tod us we had to book in advance and the boatman was off. We only booked the hotel one or two days in advance and not one told us of such a request. The staff was very nice and MArgaret was very paient with our complaints yet it does not rescue the shabbiness and dirt from not cleaning! We have had red eyes from dust and allergic reaction of the mildew which woudl cause cancer!

  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with BanyanTree.com

Helpful?
Thank slim l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pascal E, General Manager at Banyan Tree Hangzhou, responded to this review, 7 February 2014
Dear Guest,

Thank you for staying with us and for giving us details about your stay.

We sincerely apologize for the service discrepancies you encountered, especially regarding the cleanliness. Margaret has shared the details with us and we are getting to the bottom of this. This is very unusual and definitely unacceptable, so we will make sure the root of the issue is corrected as soon as possible.

As for the boat rides, we do advise to book in advance since we have a limited number of boats available wth a proportional number of boatmen, which were all booked in the first week of February. If we would like to arrange for additional boat rides we do have to rent the additional boats from another company, which we can unfortunately not do on the spot. We have advised our reservation team to advise our guest of this upon making a reservation.

We sincerely hope to have an opportunity to serve you better and hope therefore to be able to welcome you once more to our resort, so that you will experience our normal housekeeping standard which we are confident you will appreciate. Please do email me directly at pascal.eppink@banyantree.com and I will ensure that your next stay will be a true reflection of Banyan Tree quality. As we are determined to set hings right for you, we will also be happy make you a very special arrangement to entice you to give us that opportunity.

With kind regards,
Pascal Eppink
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Tokyo, Japan
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 3 February 2014

This hotel is amazing! I have been to China numerous times and tried out a proportional amount of resorts, but this one really stands out. The décor is "so authentic china", yet modern and comfortable.

The staff are going out of their way to comfort you and please you, although your level of expectation for the English language skills of the local staff should be not too high like in any 2nd or 3rd tier city in China. What amazed me was that it was not just the staff you meet all the time at reception who were so helpful, but even the ladies who were busy keeping the bathrooms clean.

It was so nice to find a well organized and clean place after travelling in China for a week on business.

The hotel is in a nice and quiet location of the city with plenty of restaurants around.

My wife was able to join me for this weekend, but next time I will bring my whole family!

  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank FreRen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pascal E, General Manager at Banyan Tree Hangzhou, responded to this review, 7 February 2014
Dear Guest,

It gives us huge satsifaction to be rated Champion! We do indeed intend to give our guest a true China cultural experience.

We are especially happy to learn about the attentiveness ofour team-members, showing we all join in making you feel at home.

We sincerely look forward to welcome you back with your family. Please do contact me directly and I will take care of your arrangements and ensure your families' expectations will be exceeded.

With kind regards,

Pascal Eppink
General Manager
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Hong Kong, null, Hong Kong
Level Contributor
16 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 27 January 2014

I is a wonderful place, and environment also very beautiful. worth to spend whole day inside the hotel, also you can walk around with in their backyard.

  • Stayed February 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank rexhlv
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pascal E, General Manager at Banyan Tree Hangzhou, responded to this review, 7 February 2014
Dear Guest,

Thank you for sharing your positive experience with us. We are pleased you enjoyed our tranquil environment and made the best out of it.
The winter shows a dramatic setting very much worth seeing, but we also encourage you to enjoy our backyard wetlands in spring when it is in full blossom.

We look forward serving you again in the near future and will be pleased to offer you a special arrangement as a frequent guest.

With kind regards,

Pascal Eppink
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
27 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 23 January 2014

Nice location, quiet and peaceful.

Nice service although the level of English is far from being sufficient in many situations and in any case does not correspond with the standards expected from such kind of hotel.

The huge problem of this hotel is Food and Restaurants. The restaurants are not pleasant places ( you just want to eat quickly and go away, very cold, uncomfortable, dull). They are oldish and no attention is drawn to details that, usually, make the difference in such hotels.
The bar does not have any outside space where you can enjoy a drink ; either you are stuck inside or you take yourself (because you will not be serve outside) your drinks and find a place outside !
And the food is below average. According to this hotel price and standards, I would say the food is terrible - at all times, from breakfast to dinner. No exception. In each restaurant of the hotel. Unfortunately, this was not the time my husband and I expected.

  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Isabelle D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pascal E, General Manager at Banyan Tree Hangzhou, responded to this review, 25 January 2014
Dear Guest,

Thank you for your sharing your comments on your recent visit. At the outset we wish to apologize that we have not provided you with the experience we should have. This is very disappointing for us as well.

It is positive to see that you felt the overall service is nice. The level of English, which you mentioned to be below par is a constant focus for us. We have 3 trainers who perform practical English classes in the departments on a daily basis. We have also signed a new agreement with a Europan Hotel Management college which will bring us a larger number of constant hotel management students throughout the year. They will be working in various departments to first of all assist foreign guests directly, but also to augment the local staff's exposure to English as we will conduct the majority of the front of house briefings in English. You will surely feel the impact of that on any visit in 2014.

As for our Food & Beverage, it is a shame you did not enjoy the settings first of all. Our Restaurant are built commensurate with local Jiang Nan architecture with which we wish to provide our guests a authentic experience. We understand that the appreciation of this is always personal. Our Bar is decorated as a refined, elegant Chinese tea house with a combination of Chinese and modern interior. It does not have an outdoor terrace, but during the Spring and Autumn months we have our terrace in front of the water pond available for you to appreciate a drink or High-Tea in a natural setting.
We also have our own traditional boats on which we serve meals and High Tea, which you can enjoy while exploring the waters of the Wetlands.
Besides our restaurants, we have individual destination dining locations throughout the resort and in the wetlands which create unique settings for your meals. We always receommend those to complement your stay. Our focus is on unique experiences and we are proud to be able to offer those to you in various formats.

We have elevated our breakfast recently and offer a wide variety of offers from around the globe, all freshly prepared on a daily basis, combined with unique a la carte suggestions. Our chefs are preparing live chinese noodles, various egg styles and cut your fruits in front of you as you please it.
We would appreciate if you could advise us any particular orders you had which were below your expectations, so we may look into these particular ones in detail.

We are sincerely looking forward to welcome you back anytime and let you experience a wonderful overall stay and we are confident you will then experience the Food & Beverage in a whole different dimension.

With kind regards,

Pascal Eppink
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hangzhou, China
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 24 December 2013

We visited Hangzhou and stayed at the Banyan Tree Hangzhou … from arrival to departure there just nothing to fault with …
Check in was flawless and information on places of interests or shopping were provided with apt accuracy.
On arrival, the uniform services staff were very helpful with our luggages that was already waiting for us at the fabulous villa. Front Desk staff were polite, friendly and very professional although our arrival was past midnight.
Breakfast was excellent with service staff providing not only attentive but very helpful service. Breakfast room service staff deserved special mention for their good spread and we remember Yoyo and Tyler who served us on both days when we had our breakfast there provided extra care and comfort for our young child who was not well on the second day. Overall it was a fantastic service with food quality to boot.
We did not sample many of your outlets or room service but the service and spread at breakfast left a lasting impression that it will be equally excellent if not better.
We had a late check-out which was granted as our flight out was at midnight. Our young child was still not well for the day and we had planned to join the Christmas Dinner which was very well received and all tables were booked. The hospitality of Banyan Tree staff went beyond this festive spirit and though we do not get a table for our enjoyment with the rest of the crowd, we were allowed back to the room to have room service which we decided not to impose. We were then allowed to stay at the library and enjoy the evening with some drinks and food while waiting for the our ride back to Airport.
The service staff on the evening shift at the front desk and bell counter were excellent. While waiting at the Library we were alerted of an item left in the villa which was placed together with our baggage. It is simply lacking now in many hotels of such attention to details.
Our experience at the Library served by Sophia and Helen was icing on the cake before our departure for Airport.
Where would we stay when we return to Hangzhou?. This is definitely an easy decision to make.

Simply put, it was Perfect from Arrival to Departure which is value for money and worth the experience.

Well Done Banyan Tree Hangzhou, keep the service standard.

Thank you.

Room Tip: If you are traveling with a family of four choose their two bed room villa for comfort and experienc...
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  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank srambini
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pascal E, General Manager at Banyan Tree Hangzhou, responded to this review, 25 December 2013
Dear Guest,

Thank you for your detailed feedback. We are thrilled to read your feedback and are happy to know that you left with such good experience in hand.

We are particularly pleased to read about the attention and care of our team, which makes us proud and which also encourages us to strive to do even better. Providing an experience based on anticipation and empowerment is our key and I am happy you experienced that in full.

We will certainly recognize Yoyo, Tyler, Helen and Sophia for their attentive service, as well as the other team members who helped you.

We sincerely hope to have an opportunity to serve you again on your next visit to Hangzhou and wish you a healthy and successful 2014!

Kind regards,

Pascal Eppink
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
A TripAdvisor Member
Reviewed 27 November 2013

The resort was one hour from HGH airport (RMB 160), in Xixi wet land park area. So is perfect for family holiday, away from the crowd.

The Resort are excellent, service is good. We had dinner at the Chinese restaurant in the resort, again, the service was good, however food taste was OK.

Room was very big, perfect for couple for honeymoon. Our room was by the river, so the view was stunning.

The only downside is not many option for dinner outside the resort. But overall, fantastic resort!!

  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with BanyanTree.com

Helpful?
1 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pascal E, General Manager at Banyan Tree Hangzhou, responded to this review, 22 December 2013
Dear Guest

Thank you for staying with us and sharing your feedback with us online.

To see your positive feedback on our hotel environment and service is a lot of encouragement for us.

Banyan Tree is located at the Xixi wetland area in a full natural environment, so you will feel far away from city noise and enjoy your holiday in the real nature, yet with very close access to downtown.

We are glad to know you enjoyed your time here and we hope we may welcome you back in the near future.

Best Regards

General Manager
Pascal Eppink
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Banyan Tree Hangzhou

Property: Banyan Tree Hangzhou
Address: No.21 Zijinggang Road, Xihu District, Hangzhou 310030, China
Region: China > Zhejiang > Hangzhou
Amenities:
Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Family Hotel in Hangzhou
#41 Luxury Hotel in Hangzhou
#59 Best Value Hotel in Hangzhou
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Banyan Tree Hangzhou 5*
Number of rooms: 72
Reservation Options:
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Also Known As:
Banyan Tree Hangzhou Hotel Hangzhou

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