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“In love with this resort”

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Banyan Tree Hangzhou
Ranked #45 of 2,428 Hotels in Hangzhou
Certificate of Excellence
Reviewed October 28, 2012

Hidden away from the bustling city of Hangzhou, this place is a true gem. The architect, design and the service is just amazing. Spent three days two nights with my gf to celebrate my birthday. The staff sent me a surprise gift - a Blackforest cake - thank you. It was very delicious.

We took the villa. Wow! Spacious with good layout, high ceiling with an amazing view to the pond. The sofa would be nicer if there was a chinese tea table to complement the chinese tea collection.

Breakfast - simple and awfully delicious with amazing staff, they really smile from the heart! Which is very rare in China.

We stroll arond the resort and to other hotels as well - air was very very fresh.

An interesting night on Friday, there were loads of jet fighter flying by at a rather low height - you can imagine the noise pollution.

  • Stayed: October 2012, traveled as a couple
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Thank jasontancy
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 reviewResponded October 28, 2012

Dear Jasontancy,

Thank you very much for staying in our hotel and for sharing your positive experience with us.

We are more than delighted to hear that you completely enjoyed your stay. It is also good to know that you truly liked the architecture and design of our property. More importantly, we sincerely appreciate your compliment and recognition for the service that our staff delivered to you. I already shared your feedback with our team so as to encourage all the staff to maintain the professionalism and efficiency of our service. We work on daily basis with an ambition of consistently exceeding our customers’ expectations. Furthermore, thank you for providing us with such constructive advices, our management team will surely consider your comment about the Chinese tea table.

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 stay is even more enjoyable and comfortable.

Kind regards,

Pascal Eppink
General Manager

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71 - 77 of 265 reviews

Reviewed October 20, 2012 via mobile

A fabulous place with huge rooms!
We enjoyed the quiet setting, especially since we experienced the rest of the city to be so crowded.
Service was as expected from Banyan Tree and the Spa was just out of this world.

  • Stayed: October 2012
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Thank Belldiv99
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 reviewResponded October 21, 2012

Dear Belldiv99,

Thank you for choosing Banyan Tree Hangzhou and for sharing your valuable comments with us. We highly appreciate your compliment and recognition for our environment and facilities. Our hotel is indeed located within tranquil natural surroundings and we do offer spacious accommodations with contemporary Jiangnan-style design. Besides, we are especially delighted to hear that we managed to meet your expectation during your stay. Furthermore, we are more than happy to know that you enjoyed the Spa experience, as our Spa aims to provide you a place for rejuvenation of the body, mind and soul.

Thank you again for posting your positive experience and for choosing our property. We look forward to another opportunity to serve you in the near future should you have any plan to visit Hangzhou.

Kind regards,

Pascal Eppink
Area General Manager

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A TripAdvisor Member
Shanghai, China
12
Reviewed October 8, 2012

- Poor value for money
- Western Restaurant a NO GO
- Coffees not drinkable
- Place partly not clean
- Service attitute OK but english too low for 5 star
- "Western" expectations not met (at least what we have in mind when we go to a luxury ressort)
- General Management seems not to have control
- Core processes not stable in place

  • Stayed: October 2012, traveled with family
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Review collected in partnership with BanyanTree.com
2  Thank A TripAdvisor Member
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 reviewResponded October 10, 2012

Dear Traveler,

We appreciate you sharing your comments with us, but we of course very disappointed to read about your negative experience, especially in the Western Restaurant.

As I mentioned in my communication to you earlier, there certainly were several service lapses on our side during your visit to the restaurant which should have been avoided, but the main and core issues of your concerns have in the meantime been permanently taken care off. Some were unfortunate hardware issues we were faced with and these have all been addressed.

On top of that we have welcomed our new and very experienced chef to upgrade this restaurant’s menu and I may confidently invite you for a meal and coffee afterwards and I am positive you will enjoy it that time.

We sincerely look forward hosting you on another occasion whereby you will enjoy the true Banyan Tree treatment. Our team will be delighted to make it a memorable experience for you.

With kind regards,

Pascal Eppink
Area General Manager

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Reviewed October 6, 2012 via mobile

We stayed here a few days over the Mid-Autumn festival. While the room rates were high during the holidays, it was worth every penny!
We left totally relaxed and satisfied.
All the staff were keen to take care of us and many went out of their way to make us happy. From the greeting of the General Manager upon arrival to the spa receptionists, the waitresses and the manager at the reception when we left, everyone was great.
The Spa would be a reason for me to go back there already; just fabulous!

  • Stayed: October 2012
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Thank Morrieman
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 reviewResponded October 10, 2012

Dear Morrieman,

Thank you for staying with us and for letting us know your feedback.

On behalf of the whole team we are extremely delighted to hear about your positive experiences.

It is heartwarming to see that all staff went out of their way to satisfy you and that we managed to create a great experience for you. And definitely, the Spa in our hotel should be one of the highlights for every guest!

We hope that we will have an opportunity to serve you again in the near future and show you even better.

With kind regards,

Pascal Eppink
Area General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 8, 2012

My son and I had a wonderful stay at the hotel. From the moment we arrived, the service was superb. Our villa host was attentive and I felt I could ask her for anything. In fact I needed to buy something that I couldn't get at the hotel and she went out and bought it for me. The concierge was fabulous and had anticipated our every need from travel to tours and most things in between. The location is a little away from the city and the traffic isn't always that great, but it more than made up for its location with its ambience. We stayed in a beautifully appointed villa that was very spacious. Sadly my son got food poisoning (not from the hotel I hasten to add) and the staff were once again fabulous, including offering to drive us to the hospital during the night and stay with us to help translate. Fortunately we didn't need to go, but the next morning the General Manager and all the staff made a point of finding us and checking that everything was okay. Hangzhou itself is beautiful and if we are ever in the area again I would defintely return.

Room Tip: If you can afford it, spend the extra on a premier villa for the extra space, privacy and quiet.
See more room tips
  • Stayed: September 2012, traveled with family
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Thank Paringa7
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 reviewResponded September 21, 2012

Dear paringa7,

Thank you for staying with us recently and for sharing your comments.

We are very glad that you enjoyed the stay, despite the unfortunate illness of your son during his stay.

I am glad to see that all our team did whatever they could to assist you with that situation.

I also noted your special recommendation of the villa host and we certainly will recognize her for it.

Hopefully we will have an opportunity to serve you on another occasion, whereby you will then be able to enjoy our facilities and the beautiful features of Hangzhou to the maximum.

With kind regards,

Pascal Eppink
Area General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
A TripAdvisor Member
Zurich, Switzerland
1
Reviewed September 6, 2012

A bit isolated - but wonderful quiet an calm. No chance to get to the city center without a car. But therefore excellent for a romantic and/or spa weekend. Service is excellent and very friendly. Huge and very beautiful decorated rooms.

  • Stayed: August 2012, traveled with friends
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Review collected in partnership with BanyanTree.com
Thank A TripAdvisor Member
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 reviewResponded September 21, 2012

Dear traveler,

It gives us pleasure to read about the positive experience you had with us.

We are indeed located in a tranquil and relaxing environment, yet close to the city activities.
Our suites and villa’s are very spacious with balconies and/or courtyards, so one often spends lots of time relaxing in there as well.

We are especially happy to see that you enjoyed our service attitude.

We hope that we may welcome you back soon to Banyan Tree Hangzhou!

With kind regards,

Pascal Eppink
Area General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 24, 2012

This hotels is really something special.
The design is picture perfect and the service complements it.
Great attention to detail and great amenities to enjoy in the rooms.
I never heard of Xixi wetland before, but that was a great experience.

  • Stayed: August 2012, traveled as a couple
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1  Thank Jasmi298555
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 reviewResponded September 2, 2012

Dear Jasmi298555,

Thank you for sharing your positive experience with us.
We are glad you enjoyed both the hardware and the software. It is good to see that more and more people get to enjoy the Xixi wetlands, which provide a rich backdrop for our property.

We look forward to another opportunity to serve you in the 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.
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Additional Information about Banyan Tree Hangzhou

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:
#6 Family Hotel in Hangzhou
#43 Luxury Hotel in Hangzhou
#55 Best Value Hotel in Hangzhou
Price Range: $426 - $745 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Banyan Tree Hangzhou 5*
Number of rooms: 72
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Also Known As:
Banyan Tree Hangzhou Hotel Hangzhou

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