We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Good hotel but not sure it's up to your expectations” 4 of 5 stars
Review of Banyan Tree Hangzhou

Save Saved
You added Banyan Tree Hangzhou to your Saves list
Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Banyan Tree Hangzhou
5.0 of 5 Hotel   |   No.21 Zijinggang Road, Xihu District, Hangzhou 310030, China   |  
Hotel website
  |  
Hotel website
  |  
Hotel amenities
Ranked #14 of 1,816 hotels in Hangzhou
hong kong
Contributor
14 reviews 14 reviews
12 hotel reviews
Reviews in 9 cities Reviews in 9 cities
7 helpful votes 7 helpful votes
“Good hotel but not sure it's up to your expectations”
4 of 5 stars Reviewed January 3, 2013 via mobile

When we think of Banyan tree, we think of a dream come true. A truly unique place where all senses are pampered with taste, beauty and pleasure. Well in Hangzhou you will feel you nowhere near this. The architecture is nice and rooms very spacious, but it lacks attention to detail that you expect in such a place.
Breakfast for exemple is very disappointing. Choice is limited and quality arguable. In room 301, the carpet floors were damaged, the house keeping trolleys where left in the corridors all day long.
The concierge did a great job in finding a nanny last minute and the chinese restaurant is really worth it. But again this dining room was not heated and if you don t wear 4 layers plus a heavy jacket you ll be freazing before ending the starters... A shame for this kind of place isn't it?

  • Stayed January 2013
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Hangzhou, responded to this review, January 4, 2013
Dear BriceHK,

Thank you for choosing to stay with us and for sharing your experience.
We are more than happy to learn that you liked the architecture of the property and you enjoyed staying in our rooms.

We have taken note of your feedback on the housekeeping issue and the food and beverage experience, and we sincerely apologize that your stay was not up to your expectation.
As for the breakfast, we have increased our items recently, but have now also an additional menu available to choose from for all our guests. Unfortunately the printing was not ready yet during your stay, but we expect to implement this additional service within 2 weeks.
The housekeeping trolleys should and will indeed be taken out if guest’s sight whenever possible. I am aware of several carpets to be replaced and we have allocated for that in 2013 maintenance. These carpets are under high priority, hence they will be replaced within quarter 1.
Regarding the heating in the Chinese restaurant, I understand the inconvenience of dining in uncomfortable temperature and apologize you could therefore not experience Bai Yun in full. However, I am pleased to advise that floor heating is being installed in our Chinese restaurant as we speak. In the last 2 weeks before Christmas we have already completed our private dining rooms and by January 20th we will also have completed our main dining room, so that all our guest can enjoy the meals comfortably throughout the whole year.

We are grateful that our concierge team was able to provide you with excellent service. Please know that we already passed along your compliments to the departments concerned, so that they may also enjoy your comments.

Thank you again for highlighting these issues, since it indeed helps us improve us to a better level of service. We hope to welcome you back to our resort again for a more delightful experience in the near future, whereby you can enjoy the various service upgrades.

Kind regards,

General Manager
Pascal Eppink
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

188 people have reviewed this hotel

Traveler rating
    115
    43
    21
    5
    4
See reviews for
35
41
1
7
Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (13)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • Japanese first
  • Any
English first
A TripAdvisor Member
5 of 5 stars Reviewed November 17, 2012

We booked the 3 days 2 nights romance package. We had a wonderful stay in the hotels. Excellent environment and services. We are truly amazed with our first time experience with banyan tree hangzhou. We like it so much , will definitely come back in our next trip to hangzhou.but I think the spa and massage need to be improve further with the kind of pricing that they charge.

Overall , it was excellent to stay at Banyan Tree Hangzhou. Keep up the good job.

  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with BanyanTree.com

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Hangzhou, responded to this review, November 27, 2012
Dear guest,

Thank you for taking the time to post your review regarding your stay experience, especially with regards to our environment and services. We are always happy to hear from the guest and to learn that our staff and service have made a lasting impression on you. We value your feedback concerning about the Spa and massage issues and we will surely take it into consideration, as we are always striving to maintain a high level of excellence.

Thank you again for joining us, we look forward to your return should you have any plan to visit Hangzhou in the near future.

Kind regards,

Pascal Eppink
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Taipei, Taiwan
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed November 17, 2012

We visited Xixi wetland while my husband was on a business trip in Shanghai. Though being a bit far out from West Lake, Xixi Wetland Park has much to offer and is a great place to visit with kids. The Banytree Hotel is a mini replica of a typical Southern Chinese Garden, we had enjoyed the stay with complimentry baby's toiettries and they have transformed the couch into an extra bed (with no extra chrage) for our 3 year old. If you have time, inquire about having an afternoon tea on your private boat, it was something we saw but didn't have time to do.

  • Stayed October 2012, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Hangzhou, responded to this review, November 27, 2012
Dear Milumama,

We would like to sincerely thank you for the thoughts you have kindly shared and it is very pleasing to read that you did enjoy not only our property but also the Xixi Wetland Park.
It is our team combined with the facilities and services together to assist all guests enjoy the relaxing and comfortable atmosphere. I am pleased you allowed yourself the time to really explore the area and all the wonderful things to see and do here. We feel sorry that you did not get time to experience the high tea on the private boat which will absolutely excite your senses and experience the elegance of Banyan Tree’s tranquil natural setting. It is normally an experience we suggest our guests not to miss!

Thank you again for choosing our property and very much look forward to seeing you again up here soon so that you get chance to immerse yourself in an uncommon form of afternoon relaxation.

Kind regards,

General Manger
Pascal Eppink
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
1 review
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed November 9, 2012 via mobile

This was our first stay at the Banyan Tree resort, as we were nearing the end of our tour of China. We stay in many 5* hotels and resorts and have been looking forward to staying at a banyan tree resort for some time. Our first impressions were very good, the service was good not outstanding but considering that it is in China it was good, from the golf car pickup to the welcoming tea and just good etiquette from the smiley staff. We had booked a double room jet pool villa which was beautiful, with lovely rooms and nice balcony overlooking the wetlands. There were a few things that we noticed that could have been improved though, dust in cupboards and under the tv unit, also a farm of cables under the tv, quite visible and unattractive to the eye, night light in one of the bathrooms just left hanging and not attached to the wall properly, jet pool waterproof sealant hanging lose and quite old making it very visible in the day and unpleasant to the eye, balcony tables and seats stained with marks left from cups. There were however very nice touches with adding candles and incense sticks, but noticed that they left burned out candles from previous guests.

All in all the resort is beautiful and its a shame that these are the very few small things that don't always meet the high 5 star standard, its a small step to take to make it a wonderful experience. We will be staying in a few more Banyan Tree resorts in the coming weeks in Thailand and hope that it will meet our expectations to have the best service and an experience to remember. Ps you will hear military jets fly over quite often as mentioned in previous review but I assume there is very little the resort can do about that.

Stayed November 2012, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Hangzhou, responded to this review, November 27, 2012
Dear itsalexp,

Thank you very much for taking the time to provide us with this thoughtful review regarding your stay at Banyan Tree Hangzhou.

We are delighted to read that you had a pleasant stay in general. We do regret that the services and amenities on our property were not up to your expectation. Your comments regarding the cleanness of the room and several amenities have been shared with our housekeeping department and engineering department for further investigation. We assure you these helpful comments will be reviewed and appropriate follow up actions will be taken to avoid similar guest experiences in the future.

We highly appreciate your detailed constructive feedback. We hope you a pleasant trip and enjoy your stay at our Banyan Tree properties in Thailand.

Thank you again for choosing to stay with us. We look forward to being of service to you again and to welcoming you back to Banyan Tree Hangzhou. We will ensure your next stay will be a wonderful experience.

Kind regards,

Pascal Eppink
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tipperary, Ireland
Contributor
12 reviews 12 reviews
10 hotel reviews
Reviews in 11 cities Reviews in 11 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed November 5, 2012

For me, this one was a mixed bag. I know what it wants to be but it seems to be just slightly wide of the mark at present.

We took a villa overlooking one of the ponds - a lovely option - during the summer - but not such a great selection in October, where the evenings were a little cool, dark early, and one couldn't sit out on the bench to admire the view (a poor choice therefore)

As a result, the serious design flaw of this villa became immediately apparent; we chose to eat in on the one of the nights and had to sit with plates on laps on the wide (but unsuitable) couch area as there is no table/chair area inside the room. Perhaps I am being too critical here, but it was a genuine shortcoming for such an expensive room and a little disappointing (albeit not a 'deal breaker' as it were).

What else?

The hotel location is good - the internal common areas are extremely clean and beautifully designed, very functional, relaxing and supremely comfortable - a perfect place in which to conduct a business meeting too - we spent literally all day in the library area with a supplier and were only disturbed by the very professional staff as they refilled our water and brought little snacks.

Breakfasts were superb, really delicious and varied each morning, attention by the staff was incredible - they are extremely attentive and professional (note to management: perhaps a little too attentive!)

The downside?

I was surprised at the standard of finish on some of the room fittings and in the spa; light switches were sitting proud from the wall as a result of having been poorly fitted, a tear was to be found on the curtain in front of the main entrance door, I noted tiles dislocated on the roof of a villa close to ours, light fixtures out of place in the spa, weeds lurking beneath the bridges and pathways, poor fitting wall tiles, splashes of render smearing the walls in places.

Again, these are absolutely not 'deal breakers' and won't dilute your enjoyment of the tranquility of the Banyan Tree, but the simple matter is that they are not flaws I'd expect to see in a 5 star property at this level of offering and do let the place down, if only slightly, and I'd prefer to see them addressed (for sure, these were not present in Banyan Tree's Phukett property and that is the standard I had expected here).

One final point to note; if you stay here, you must try a massage in the spa; Karen is small and slight but she gave me one of the most thorough massages I've ever had, extraordinary - to a point where I was actually lighted headed for 2 hours after with all the toxins she released in me, I've never experienced anything like it.

On balance, the setting and the staff make this a worth while resort to stay in - the rooms are large, the bathrooms and amenities excellent, the breakfast divine, and the common areas very comfortable and relaxing - while I'm critical of the finish seen on some areas, it's not sufficiently off putting and we would consider staying again when next in Hangzhou - from my discussion with Pascal, it is apparent that they are striving for the highest standards in the area and so I'd expect that most of the little flaws will be ironed out in due course. Thank you Banyan Tree.

  • Stayed October 2012, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Hangzhou, responded to this review, November 27, 2012
Dear Phoneman635,

Thank you very much for your constructive and thorough feedback about your stay with us. We are more than pleased to hear that in general your enjoyed our amenities and excellent services during your stay. We take your opinion serious and do thank you for your kind remarks about our service. Your compliments and comments are being shared with our staff. Our new chef, Jacky, will be certainly excited to know that you really enjoyed the breakfast.

Furthermore, I am sorry to hear that the décor for the villas and room fittings unfortunately were not up to your expectation, neither were the views. We do have various suite and villa types with different layouts and in different locations, so we could certainly find an accommodation that suits your needs on a next occasion.

I wish to apologize for the uneven level of overall facilities during your stay; this is not the usual standard that is synonymous with the Banyan Tree brand. We highly appreciate all your comments about the room fittings and other flaws you have brought to our attention. It is absolutely important that you let us know what we can do better and how we can continually improve the guest experience. Thank you again for your candid and valuable comments.

I do hope that we will have the pleasure of being service to you again. We will certainly make your stay more enjoyable and comfortable, so that your impression of our property will continue a positive growth path.

We all look forward to welcoming you in the near future, as we strive to make your “satisfactory experience” into a great one.


Sincerely,
Pascal Eppink
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Waterloo, Canada
Senior Contributor
34 reviews 34 reviews
9 hotel reviews
Reviews in 12 cities Reviews in 12 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed November 5, 2012

Is it the hotel or does Hangzhou's magic just rub off on The Banyan Tree? I'm sure it's a combination of both. This was by far the most relaxing, peaceful hotel we've ever stayed at. Awe-inspiring design that puts this sleepy little place in a world of its own. The suite was fantastic. Huge bedroom and living room area. Fast internet ... sumptuous bathroom. The spa was exceedingly nice (as per Banyan standard) and the main haute-restaurant? I lived in China for a number of years and on my top 5 list of best meals eaten sits the meal we had at the Banyan in Hangzhou. I would gladly return.

Room Tip: If you can afford it, get a villa.
See more room tips
  • Stayed December 2011, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Hangzhou, responded to this review, November 6, 2012
Dear Elliot B,

Thank you for taking the time to share your recent visit experience and for the 5-star review.
It is our pleasure to learn of your satisfaction with our hotel design, the environment and overall facilities. I must agree that our suites are unbeatable and we always strive to create the most comfortable environment for each guest. Furthermore, we are extremely delighted to receive such generous recognition and encouragement about our spa and restaurant which enhanced your relaxing resort experience. We are constantly updating the new menus for both Chinese and western restaurant. Please do come back next time and try our signature dishes for winter.

We will share your comments with our team and look forward to welcoming you back with us soon.

Kind regards,

Pascal Eppink
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
Top Contributor
108 reviews 108 reviews
35 hotel reviews
Reviews in 48 cities Reviews in 48 cities
62 helpful votes 62 helpful votes
4 of 5 stars Reviewed November 1, 2012

We stayed in a villa at the Banyan Tree and really enjoyed our room, despite smelling a little musty. The bed was comfortable and the bathroom was huge! The grounds are nice with small bridges, ponds, and plenty of trees. Out our back balcony was a quiet, picturesque view of a little river. Lovely! We had dinner at the Waterlight Court restaurant and found it too have a very limited menu after getting a great recommendation, though the food was fine, it was not as good as we were expecting. The breakfast was plentiful and had all the good stuff.

Room Tip: Go for a villa!
See more room tips
  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Hangzhou, responded to this review, November 5, 2012
Dear Jessie810,

We would like to thank you for taking the time to share your positive feedback and comment which is vitally important for us. We are more than delighted to learn that you had a great experience and you liked the hotel environment, facilities within the villas and our service during your stay. Banyan Tree Hangzhou offers spacious accommodations and gives an authentic sense of place and priceless tranquility. The hotel’s design combines traditional Chinese architecture and modern comforts within the natural surroundings. We are sorry to learn from your review that our menu and food was not up to your personal expectation. We have notified our food and beverage manager and executive chef regarding the limited menu and are also pleased to advise that we have nearly completed training for both our culinary team and service team regarding menu adjustments. We will be offering those new menu items within the next 10 days.

We sincerely look forward to your next stay with us to let you enjoy these new delicacies.


Kind regards,

Pascal Eppink
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Been to Banyan Tree Hangzhou? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Banyan Tree Hangzhou

Also Known As:
Banyan Tree Hangzhou Hotel Hangzhou
Banyan Tree Hangzhou Hotel
Address: No.21 Zijinggang Road, Xihu District, Hangzhou 310030, China
Location: China > Zhejiang > Hangzhou
Amenities:
Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Romantic Hotel in Hangzhou
#7 Family Hotel in Hangzhou
#12 Luxury Hotel in Hangzhou
#160 Best Value Hotel in Hangzhou
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Banyan Tree Hangzhou 5*
Reservation Options:
TripAdvisor is proud to partner with Hotels.com, Agoda, Expedia, Splendia, Booking.com, Travelocity, Tingo, HotelsClick, Ctrip DaoDao, TripOnline SA, Asiatravel.com Holdings, Venere, Otel and Jetsetter so you can book your Banyan Tree Hangzhou reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.

Owners: What's your side of the story?

If you own or manage Banyan Tree Hangzhou, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.