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Reviewed September 1, 2012

We have just stayed 6 nights and had a fantastic villa (A15) with fabulous views over Lamai on the left and gulf of thailand on the right and the whole resort in between? Staff were fantastic, food was great especially at Saffron. We were really sad to leave. Special thanks to Oui, Wi and Pop.

Room tip: Always go for an ocean view room. It is worth the extra.
Date of stay: August 2012
  • Trip type: Traveled as a couple
    • Value
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    • Sleep Quality
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4  Thank John C
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
davidcayuela, General Manager at Banyan Tree Samui, responded to this reviewResponded September 7, 2012

Dear John C,

Greetings from sunny Samui!

Thank you for staying with us recently and for taking the time to offer your comments. It is fantastic to read that you felt relaxed in our Grand Sanctuary Pool Villa and enjoyed the stunning views overlooking our private bay as well as the Gulf of Thailand. We strive to offer a variety of cuisine at our dining outlets throughout the resort and I am pleased that you found Saffron to be great. I have already passed along your praise to Oui, Wi and Pop as well as all of our associates as it is comments such as yours that provide motivation for our team to continue delivering the highest standards of service which are a trademark of our brand.

John C, thank you once again for choosing Banyan Tree Samui. We would be delighted to serve you once again here on Samui; however, should you choose to visit a different region of the world, we would be honoured to have you stay at one of our sister properties for your holiday.

With warm regards,

Banyan Tree Samui Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 28, 2012

We just came from the W Retreat Koh Samui which was fantastic and checking in here is a totally different experience. The rooms are higher quality which is a hard thing to beat, you really cannot fault the place, the environment, the service, the little touches. It is a gorgeous place and my wife absolutely loved it. If you are the kind of person who needs to be a little closer tot he action, this might not be the place for you. We were given a massive villa at the top of the resort which is a 8 minute buggy trip from the hotel, their buggy service is brilliant and very efficient, but you just feel quite detached. However, I guess this is the idea of the hotel, especially for people who really want to swtich off. We loved Wi, our villa host, she was the highligh of our stay, amazing lady with a great personality and sense of humour, she took care of all of our little needs, and was a real pleasure to be with.

Room tip: Try to get a room closer to the main hotel (letters A and B)
Date of stay: August 2012
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
6  Thank AhmadAtalla
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
davidcayuela, General Manager at Banyan Tree Samui, responded to this reviewResponded August 31, 2012

Dear AhmadAtalla,

Thank you for your recent stay with us and for taking the time to offer your feedback. It is always a pleasure to read notes such as yours and I am delighted that you had a wonderful and rejuvenating holiday. I am pleased to know that you found your villa to be comfortable and that you enjoyed the various areas of our resort. While our villa do offer a sense of privacy for our guests, our resort is nestled between the main cities of Chaweng and Lamai, and our free, daily shuttle service provides guests access to shopping, sightseeing and nightlife should our guests care to explore the area.

I have already passed along your comments to Wi, your Villa Host, as well as our entire team as it is feedback such as yours that provides added motivation for our team to continue delivering the highest standards of service.

AhmadAtalla, thank you once again for your visit to Banyan Tree Samui. It would be our sincere pleasure to welcome you back in the future to deliver another equally memorable holiday.

With warm regards,

David Cayuela
General Manager

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Reviewed August 28, 2012

We stayed here for a week at the beginning of our honeymoon and had a wonderful time. It was everything we had hoped for and more - the ocean view villa was up high, so very private (F12). The villa itself was lovely and kept immaculate everyday - we loved the gift left every night when our beds were turned down! The pool was huge and perfect for chilling out after our champagne breakfasts. It was nice to eat at the various restaurants in the resort, as well as go further afield - especially as the resort itself is very expensive to eat, although standard of food very high.
Afternoon tea on the beach is a must -although Sands do not have it on their menu, they organised for it to be delivered from The Edge and it was fabulous!

Room tip: Ask for a villa situated high up, as you are less likely to be overlooked
Date of stay: August 2012
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank CJCS1
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
davidcayuela, General Manager at Banyan Tree Samui, responded to this reviewResponded August 31, 2012

Dear CJCS1,

Greetings from Banyan Tree Samui!

Thank you for choosing our resort as the start of your honeymoon and I am delighted to read that your overall stay was a relaxing and rejuvenating as well as romantic and memorable. I am glad that you enjoyed our breakfast buffet at The Edge, relaxing poolside in your villa and enjoying our Afternoon Tea on the shore of our private bay.

CJCS1, thank you once again for staying with us. Congratulations to the both of you on your marriage and I wish you nothing but happiness as you journey through life together. It would be my pleasure to welcome you back to Banyan Tree Samui for a future anniversary or any occasion.

With warm regards,

David Cayuela
General Manager

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Reviewed August 28, 2012

We chose Banyan Tree Koh Samui to spend 4 nights during our honeymoon in Thailand. Among several luxury hotels in the island, we chose Banyan Tree because we thought the hotel had the nicest villas. The resort is indeed beautiful and the villa was just what we expected, however the overall experience was a total let down compared to the Oriental in Bangkok and Four Seasons in Chiang Mai where we stayed before coming to Koh Samui. While those two hotels offer you a very personnalized and efficient service, we felt that Banyan Tree service standards were at par with that of a 4 stars resort hotel.

Our first criticism would be the beach which wasn't thorouhghly cleaned up everyday. We found several cigarette stubs in the sand as well as pieces of paper and even of lettuce! Not to mention the cigarillo that was left on the table next to our sunbeds.

Regarding the spa, the whole experience was another diappointment compared to the spas of the other hotels we stayed at. The quality of the massages were average at best and the treatment rooms were quite gloomy with no effort made in design. But these are minor flaws compared to the large spider webs in the shower of the treatment room.

Our other issue was with housekeeping. I don't think that waiting until 2.30 pm for a room to be made up is exactly what you would expect from such a hotel. Also, we did not expect turndown to be made while the guests are still be in the villa, around 5-6 pm. The room turn down in other 5 stars hotels is usually carried out while guests are out of the room, during dinner for example. Finally, the biggest complaint we have is the checking out procedure. This is the first time in our lives when the cleaning lady came in the room just before we left to check that we hadn't taken anything from the room, making us feel like thieves!!!! It is totally ok to ask if we have taken anything from the minibar and to check while we are on our way to reception but doing so while we are still around in the room is utterly unacceptable!
Another thing that happened when we left the hotel is that our villa host was nowhere to be seen and didn't bid us goodbye. Strange for someone that we saw everyday day and who is supposed to cater to our every needs. You would expect him to be here when you leave, hoping you had a pleasant stay and making sure that everything went smoothly. The whole check out experience was really like being at a shop counter with no one caring about you once you have paid your bill.
The resort may be very nice but we will definitely choose another hotel with higher service standards if we were to return to Samui.

Date of stay: August 2012
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank Melissende D
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
davidcayuela, General Manager at Banyan Tree Samui, responded to this reviewResponded August 31, 2012

Dear Melissende D,

Thank you for your recent stay with us and for taking the time to offer your feedback concerning our property. It is with constructive comments such as yours that we are able to fine tune our services.

I regret to hear that we did not meet your expectations in regards to personalized service, the cleanliness of our beach area, the ambience and décor of our Banyan Tree Spa, the turndown service and inspection from our Housekeeping team as well as the manner in which your departure was handled. I have already shared your remarks with the respective departments. The issues that you brought to our attention are important to us and are being addressed, so that we can make adjustments accordingly and guarantee the best experience for our future guests.

Melissende D, thank you once again for your stay with us and I hope these few incidents do not mar your overall perception of our brand. I do hope you shall reconsider our property for any future visits to Samui and allow us the opportunity to show you the improvements we have made by delivering the usual high standards that you both deserve and should rightfully expect.

With warm regards,

David Cayuela
General Manager

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Reviewed August 27, 2012

We
- we booked an Ocean view villa but we couldnt see the Ocean ( villa #B07) except a walk path with people going in and out from the beach --- no privacy at all!! Later we found out the villa next to us ( #B06) is a garden view villa which costs much less than Ocean view villa. 
- after we complained about the villa location, we were told to move to B02 with much better view, but we have to wait for another half an hour to move in. When we came back to the villa at night, we found out the the weight scale not working, curtain was broken and couldnt open, and most importantly, the bathroom water was not hot at all! Since it was very late already and we were too tired, we could only told the management next morning
- next day  hotel tried to fix the heater but in vain, we got hotel's apology and upgraded to G09 which was a very good villa with excellent view. But we didn't feel good as it was already our third villa in 2 days, moreover, at night when we took bath, again, the shower sprinkle was broken and we couldn't use it!! What a shame....
- yesterday we took the hotel shuttle bus in the morning to Laima beach and scheduled a return pick up at 2pm with our host before our departure. We waited at 1:50pm till 2:20pm only to see the shuttle bus didn't come. Hotel reminded the guests to book the shuttle bus in advance and we did! We called to the hotel and the answer was: "sorry, it is a mistake!" My husband tried to figure it out what happened but the staff couldnt explain and just told us the shuttle bus was coming now. Unbelievable!! Due to this "no show" incident, we almost couldnt catch our scheduled shuttle bus from another Spa on time!! It was totally unacceptable and make us feel this hotel is not up to an average hotel standard, not to mention a  luxury hotel level. Our host tried to apologise but couldn't give us a clear explanation why this happened, only asked us to talk to the management ( but we were in a hurry and have time to talk!) All the spas and restaurants we tried in Samui offered car pick up service very well and never came late. Very disappointed from Banyan Tree.
- a lot of dead insects were found in the outdoor jacuzzi but not at the swimming pool next to it, why?
- housekeeping service was not consistent:  one day with essential oil burner on , another day not; one day to put all our amenities in order, another day not

Pros:
- nice special villa setup for our wedding anniversary 
- staff are always friendly and polite 
- private pool is huge

Date of stay: August 2012
Trip type: Traveled as a couple
3  Thank JG1809
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
davidcayuela, General Manager at Banyan Tree Samui, responded to this reviewResponded August 31, 2012

Dear JG1809,

Greetings from Samui!

Thank you for your recent stay with us and thank you for taking the time to offer your feedback as it is with constructive comments such as yours that we are able to fine tune our services.

I am delighted to read that you found our anniversary setup to be special, our associates to be friendly and helpful and the private pool in your villa to be suitable and relaxing.

It is with my sincere regret to learn of your disappointment with various aspects of your stay. The issues which you have mentioned have already been addressed this with our management to prevent these from happening to our future guests. These instances were obvious shortfalls on our behalf and I wish to assure you that we have taken heed of your valuable comments and have already applied these regrettable incidents into our training to ensure that our staff remain more attentive to our guests needs.

JG1809, thank you once again for your stay with us. I hope these few incidents you experienced do not mar your overall perception of our brand and I do hope you will honor us with a return visit to our property and allow us the opportunity to show you the improvements we have made by delivering the usual high standards that you both deserve and should rightfully expect. Should you care to visit other locations, we would be honoured if you continued to choose our brand as your Sanctuary for the Senses.

With warm regards,

David Cayuela
General Manager

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