Banyan Tree Hangzhou

I was glad I booked Banyan Tree despite the complaints I'd read about the hotel not being new and not having Dyson hairdryers or smart curtains. The views were incredible, and the service was immaculate. If you love the feel of Jiangnan water towns, this place is a dream. The breakfast was fabulous, and they did have smart curtains and Dyson hairdryers.

I don't usually write reviews, and this may even be my first one on Google. But my girlfriend and I had such a memorable stay at Banyan Tree that a five star rating without explaining it would feel unfair. The staff welcomed us warmly from the moment we arrived. Check-in was easy, and from the entrance bridge we watched a beautiful sunset with a pagoda in the distance. We felt transported somewhere else. The villa was even better than the photos. It had two bathtubs, one in the huge bathroom and another in the bedroom. When we reported a plumbing problem the next day, the staff were understanding and attentive, and extended our stay at no charge before moving us to another equally lovely room. They also offered complimentary wine and fruit, told us about Hangzhou, and shared tips. It's the best-serviced hotel I've had the privilege of staying in. Frank and Jennifer deserve special thanks for helping make it a once-in-a-lifetime experience. We're still euphoric about our time in Hangzhou and suspect we'll be back before long, partly for the beautiful city and largely for the hotel staff and service. Thank you.

I liked the large room, but the hotel itself feels too small, with all the rooms packed in. It would be better with more public space.

The staff were friendly enough, but they didn't seem trained for a five star hotel. The place is so old and badly maintained that it's hard to tell whether things are clean. I had to fix the shower head before using it, and the carpet was covered in stains. There were workers around every corner, yet the hotel still felt neglected. They worked while guests were resting and rested in guest areas while people were walking around. The swimming pool is extremely old, with water dripping from its glass ceiling. The jacuzzi could be marked as under maintenance indefinitely, so there's no water jet. In short, don't go.