The hotel as such is not bad, but you can see everywhere that things get old and are not maintained as they should be. This starts with some of the buggies, goes over the horrible bycicles, and ends with funghies around the AC outlets in the breakfast buffet. If you expect a nice little hideaway, you will be disappointed. The hotel is very crowded and kind of massproduction is going on here. The setting is in a touristic area ( Laguna Phuket ), with 6 hotels. All are around some kind of lakes, and you can enjoy endless moskitos.
Our first villa had a problem and we got an upgrade to the next higher category, that was nice! The first villa was really old and the ammeninities where not well maintained, allthough it was a pool villa for over 400€ per night. The second villa was better. The service in the resort was good, with friendly staff, except on the beach. The beaches are public but BT has setup a beach area for the guests. I noticed that the staff there is not interested to serve guests, they suggest you walk to a bar to buy your stuff, instead of ordering from the hotel.
Breakfast is a disaster. Hundreds of people fly around a buffet area that is far too small. The entire area was not clean. I saw that table napkins where just turned upside down before new guests took place.
We tried the Saffron Thai restaurant for dinner, and that was really good.
The fitness has one single cross trainer, that is not up to date.
All in all I was really disappointed by this hotel, due to the overall feeling that is certainly not 5 star, just due to lack of interest in the property by the group! If this resort was number one in Asia, then they should check out a Six Senses!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Gilles R,
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Thank you very much for taking the time to share your feedback after your recent stay at our resort. I am glad to read that you enjoyed your complimentary villa upgrade as well as the genuine hospitality provided by our staff. However, I am disappointed to learn of your displeasure in certain areas, and would like to take this opportunity and liberty to address them individually.
We regret the issues you experienced in your first villa, I am glad that the front desk team was able to solve this problem to your satisfaction by upgrading you to another one. In the resort we have a strict maintenance program which is specifically designed to fully recondition villas once a year, so each villa is closed every year for three weeks specifically for this purpose, and in addition we also have both ordinary and special maintenance programs which are ongoing throughout the year and undertaken as the needs dictate. Following your comments, the initial villa you stayed in was on our schedule for such maintenance and it has now been prioritized, to be looked into by our Chief Engineer.
With regards to the service provided by our beach staff, given that all beaches in Thailand are public we do not currently have a permit to set up a restaurant on the beach. It is indeed practical and quick to order directly from the beach bars although this is not our preference and this is what our associate was suggesting. I would feel the same way as you if it was not communicated clearly. I have requested the team to listen carefully and be more proactive in case a guest does wants to order from the resort directly. Thank you very much for bringing this matter to our attention.
I was surprised to hear of your negative impression regarding the resort’s location within Laguna Phuket and would like to highlight that this is generally perceived as an advantage by our guests because it allows direct access to 30 different restaurants, a shopping area, a beach club as well as numerous touristic activities. Furthermore, our guests also find a variety of local restaurants and traditional evening markets within walking distance right outside Laguna Phuket. However, I respect that your review is subjective and depicts your personal opinion.
Pertaining to your dining experiences, whilst I was pleased to hear that you enjoyed your dinner at our signature restaurant Saffron, the feedback on our breakfast buffet which did not meet your expectations was met with some sadness especially because this is an aspect that is generally praised by our guests. Please accept my apologies regarding the vents which happens due to humidity and opening of the buffet area doors. Humidity levels at this time of year here in Phuket causes condensation.
On the overcrowded point, I am pleased to inform you that we will resolve this in the upcoming months by planning a new breakfast dining area located at our award-winning double pool villas. This will certainly reduce the number of diners in the Watercourt, and address your perception of overcrowding during breakfast time.
I would also like to address your feedback on the restaurant area not being clean and the napkins being reused as I am confident that these two aspects are not reflective of our service quality.
Allow me firstly to assure you that we adhere to extremely high food safety management standards and employ a full time hygienist to ensure our standards and protocols are followed and maintained, the floors in the outlets and buffet area are swept, mopped and polished each day. Regarding the napkins, our associates regularly fold napkins and place them on the table when guests go to the buffet area and drop them onto their chairs. It is surely not part of our standards to reuse a napkin and all our napkins are sent to the laundry each day. however I do take this comment as yet another opportunity for us to constructively share a valued observation with our associates.
Dear Gilles R, I truly apologize for the service shortfalls that have resulted in your dissatisfaction with our resort and I sincerely hope that my response shows that we have made it a priority to address and resolve all the issues that you mentioned.
If your plans bring you back to Phuket in the future, I hope you will allow us an opportunity to show you the improvements we have made. I would be more than happy to personally assist you with your reservation to ensure you a true and memorable Banyan Tree experience.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.