Banyan Tree Hangzhou

I rarely write reviews. It's so seldom, I believe this may even be my first Google review. The exceptions are far and in between, purposefully so. To give Banyan Tree a 5-star rating, without sharing the experience, would do injustice to the incredible time my girlfriend and I had at the hotel. From the moment we arrived, we were welcomed with such warmth by every single staff member. Checking in was a breeze, and we were even greeted by the most stunning of sunsets as we overlooked the hotel's entrance bridge; the pagoda sitting in the far distance. We were instantly transported to a different time and place. Often times, the advertised pictures of your hotel room embellish what the room looks like. Somehow, the room was even better than the photographs. Our "room" was a villa in every sense of the word. We didn't have one bathtub. We had two. One in our immense bathroom, the other in our bedroom. We had an issue with the piping, which we reported to the staff the following day. They were so attentive and understanding that they extended our stay, free of charge. And so, we were moved to another, equally stunning, room. From offering complementary wine and fruit, to speaking to us about Hangzhou, and giving tips; it was truly the most well-serviced hotel I've ever had the privilege of staying at. Frank and Jennifer are two staff members I want to particularly commend, for facilitating this one-in-a-lifetime experience. My girlfriend and I are still euphoric from our time in Hangzhou, and I have a suspicion we'll be back sooner than later. Partly because it's a stunning city, largely because of the hotel service and staff. Thank you.

Incredible location within Xixi wetlands and beautiful grounds that transport you to a very special place and time. Rooms are incredible with very large, comfortable beds and better than expected amenities. Large bathrooms, showers, balconies, and well designed living areas that made for a very comfortable stay. In fact, the pictures don't make it justice - the rooms were much larger and luxurious than expected. Great breakfast with many Chinese and Western options, though they run out of items quickly. Service, specifically room service and turn down, was on point, but concierge and reception were somewhat lacking and inattentive. The boat was great but not totally worth the price. Unfortunately, the food options and pool area left a lot to be desired and thus the 4 stars. The fine dining restaurant was OK with small portions, many options not available, and poor service. The only other restaurant is very empty for dinner so I wouldn't recommend. Pool area desperately needed refurbishment and maintenance. Overall a great experience for the price in a magical location!

The hotel is so old and poorly maintained to a point that you can’t tell if things are clean. I fixed the shower head before I could use it, the carpet is full of stains, every corner you turn there is a worker doing things yet the hotel is still so old. There are more workers than the guests, they work when you rest, they rest at the guest area when you walk around in the hotel. The swimming pool is insanely old, expect water dripping from the glass ceiling and the jacuzzi could be perpetually “under maintenance” so no water jet is justified. The staff is friendly enough but certainly not trained to work at a five star hotel. In two words, don’t go.