Ratings based on 38 Verified Reviews

4.4 out of 5
83% of guests recommend
4.6 Room cleanliness
4.4 Service & staff
4.6 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler from Hong Kong

Disappointing service

Posted Nov 13, 2017
The hotel staff was very impolite and rude. They even don't help us get a cab to the Westlake. They were very impatient when we asked questions and I won't definitely come to Banyan tree Hangzhou again
4 out of 5
Recommended
for Everyone
by A verified traveler from Shanghai

Great weekend away

Posted May 14, 2017
Pros: Staff, landscaping, rooms.
Cons: Dining options and quality.
The hotel and its grounds were lovely and a good setting to relax. The dining staff went out of their way to accommodate my husband's birthday. The meals were only fair, however, and they were out of some basic items. The room was overall comfortable and beautiful, but we needed to contact the staff several times to fix the air conditioning and the room safe didn't work. The benefits far outweigh these things and we would happily return.
Comment from Hotel Management
May 27, 2017 by Lisa Wu, Hotel Management
Dear Patrick M, Thank you for your comments about your stay with us and we would like to take the time to apologize for the issues you faced during your stay with us and we are obviously upset at ourselves for not being able to uphold the standards you have come to expect from us. With regards to service dropping to a scary level, there is absolutely no excuse from our side and we have since ensured that the levels will be back up to Banyan Tree standards as soon as possible. As you say, ticking off the boxes is absolutely not the way we serve our guests and this is disappointing for us to hear as well. We are looking forward to welcoming you or your family back to Banyan Tree Hangzhou. Thanks you and best regards
3 out of 5
by Mark H

Posted May 3, 2017 on Hotels
Comment from Hotel Management
May 31, 2017 by Michelle, Hotel Management
Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you. We look forward to welcoming you back to Banyan Tree Hangzhou soon.
5 out of 5
by Jie

Posted Feb 20, 2017 on Hotels
Comment from Hotel Management
Feb 27, 2017 by General Manager, Hotel Management
Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and We look forward to welcoming you back to Banyan Tree Hangzhou soon. Warm regards.
5 out of 5
Recommended
for Couples
by A verified traveler

A special kind of resort

Posted Jul 28, 2016
Pros: Management and staff are very efficient and helpful
Location: The boat ride in wetland
Very relaxing and enjoyable especially those who enjoy isolation from busy city life.
Comment from Hotel Management
Aug 1, 2016 by Judy , Hotel Management
Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our environment,the boat in wetland and overall services to your satisfaction. We look forward to welcoming you back to Banyan Tree Hangzhou soon. Warm regards.
4 out of 5
by A verified traveler

Hotel in beautiful natural setting

Posted Nov 16, 2015 on Hotels
The hotel is set in a beautiful natural environment with classic architecture and Chinese culture. The water villa we stayed in overlooks the scenic lake. The cleanliness of the room was a bit disappointing for the standard that Banyan Tree promised as there is a musky smell in the room.
Comment from Hotel Management
Nov 27, 2015 by Michelle, Hotel Management
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. With regards to cleanliness dropping to a scary level, there is absolutely no excuse from our side and we have since ensured that the levels will be back up to Banyan Tree standards as soon as possible. We are sincerely looking forward to welcome you back anytime and let you experience a wonderful overall stay
3 out of 5
by A verified traveler

This traveler left a rating score only Posted Jul 6, 2015 on Hotels
4 out of 5
by A verified traveler

good experience

Posted Jun 25, 2015 on Hotels
very tranquil area.The hotel has a really nice set up and even though there were minor mistakes staff is friendly as possible. Though A bit overpriced, villas have high ceilings and nice design but not too much of a privacy on your balcony.
Comment from Hotel Management
Sep 5, 2015 by Michelle, Hotel Management
Dear Anna, Warmest greetings from Banyan Tree Hangzhou . Thank you for your comments by sharing your staying experience with us. We were so happy to read that you enjoyed various aspects of your stay such as the design of the resort and the rooms. As you mention we try to ensure our guests feel at home while also seeing the beauty that China has to offer We hope to see you again soon and look forward to serving you even better when you stay with us next time. Warm regards.
4 out of 5
Recommended
for Everyone
by A verified traveler from Seattle, WA

Our rooms were awesome. Wish we had been there lon

Posted Jun 18, 2015
Beautiful place; a little out of the way, and seemed a little desolate but we were there with family and the rooms were beyond amazing. A little pricey, but amazing.
Comment from Hotel Management
Jul 1, 2015 by Judy, Hotel Management
Dear Michelle, Thank you for taking the time to share your feedback. The pleasure was all ours to have the opportunity to serve you and we are delighted to learn that you found the environment and overall service satisfying. We look forward to welcoming you back to Banyan Tree Hangzhou soon. Thank you and best regards!
3 out of 5
by Anna from Hong Kong

Not the Banyan Tree I know of...

Posted Jun 8, 2015 on Hotels
If you're expecting a stay here like any other Banyan Tree you've been to, ie serenity, sanctuary etc, you'll probably be disappointed at the Hangzhou property. 1) we were astonished to see a lobby with more than 30 guests hanging around (they didn't seem to be checking out or in but we're just there to sight see); not to mention a clown who was doing balloon twisting seemingly to entertain the crowd. 2) we arrived at 3pm yet the room wasn't ready until 4pm. 3) the guy who escorted us to the room didn't bother to introduce the room at all 4) the concierge was very helpful to help us arrange our itinerary, although he didn't call or leave us message about whether the bookings were confirmed until we sought him out the next day before departure 5) turn down service was done the 1st night but just to do our bed without cleaning up our used tea cups & plates; 2nd night no turndown service at all 6) food - really I must say it's substandard. 7) We were very unlucky to be staying there when there was a water gun party at the hotel, and throughout the whole day loud pop music appealed to teenagers were played nonstop, rocking the whole resort. In short, if you are not expecting to have a zen, quiet type of holiday in Hangzhou, you can consider Banyan Tree. Yet, for a much cheaper rate also within the wetland park area, why not just stay at Sheraton which is only throwing distance from BT?