I am writing to share some concerns regarding our recent stay at Banyan Tree AlUla. We very much appreciated the extraordinary setting and beautiful design of the resort. However, there were two aspects of our experience that fell noticeably short of what we expected from a property of this calibre. First, the shower water in our villa was consistently far too hot. Even when adjusted to the lowest temperature setting, it remained uncomfortably hot, making it difficult to take a normal shower. As this was a simple one-night staycation (we live in Riyadh), and it would have been difficult to get dressed and contact someone in the middle of showering, we simply made do at the time. Nevertheless, we were surprised that such a basic issue had not been identified through routine pre-arrival checks and maintenance, particularly at a property of this calibre. We believe the shower should be inspected from both a maintenance and guest-safety perspective. Our greater concern, however, relates to our breakfast experience. The breakfast service felt rather chaotic overall. It was often difficult to get the attention of the team, and on several occasions we had to call for a staff member repeatedly before anyone came over. More concerning was the inconsistency in what we were told was available. We specifically asked a member of the restaurant team whether we could order anything in addition to what was available at the buffet and were explicitly told that this was no other option. At the same time, guests at the neighbouring table were being served several items that were clearly not available at the buffet. When we questioned why these items were being served to other guests after we had been told that ordering was not available, the team subsequently offered us the same options. We appreciated that the situation was corrected once we raised it. However, seeing a restaurant with many Chinese and other Asian guests made the situation particularly uncomfortable. It seems to me that Al Ula and Banyan Tree is very attractive to Chinese on the social media and they came all the way but getting a reduced service. It left us wondering how many guests may simply accept what they are told and never realize that additional breakfast options are in fact available, unless they happen to notice what is being served at another table and question the staff. We do not want to make speculation about why different guests appeared to receive different information or levels of service. Nevertheless, the experience inevitably raised a question in our minds as to whether all guests are being informed and looked after with the same consistency. For context, we are, accustomed to staying frequently at luxury hotels and hold higher-tier status with Marriott as Titanium member and never had such experience throughout the membership journey. We just became Gold members with ALL and having a try with Accor and therefore do not consider ourselves particularly high-status guests within the programme, nor did we arrive expecting preferential treatment or special recognition. Our expectation here was not to receive anything beyond our entitlement, but simply to receive the same standard of hospitality and access to the same breakfast offering as other guests. If there is a reason then simply state it at the reception, but it seems to me just different treatments of guests. This is precisely why the experience was uncomfortable. At a luxury resort such as Banyan Tree AlUla, guests should not need to repeatedly seek staff attention, observe what is being offered to neighbouring tables, and challenge the information they have been given in order to receive a consistent level of service. Taken together with the issue in our villa, this materially affected our impression of what should otherwise have been an excellent stay at a truly distinctive property. I would appreciate it if the management team could review both matters, particularly the breakfast experience, and provide some clarification on what occurred.

Very beautiful experience very nice property and a very good pool

My wife and I stayed here for three nights to celebrate her birthday. We had a villa with a private pool and due to the very hot weather, we used the pool a lot as a way to keep cool while enjoying the beautiful views of the valley. The room was very spacious and the bathroom had both a tub and a standalone shower. There was plenty of complimentary water bottles provided in the room as well.

It was an excellent experience. The place, the room, the service, the reception, the staff. Everything was incredible

Words truly cannot do justice to the appreciation I feel for the entire Banyan Tree AlUla family for creating such a memorable and magical experience. My heart has been genuinely touched, and that is not easily achieved given the perspective through which I naturally view hospitality. To Osama and Nayeli, thank you for your kindness, care, and genuine approach. Every interaction felt authentic, thoughtful, and sincere. In an industry built upon human connection, that level of authenticity is something I value immensely. Your Front Office team, Rand and Nashmia, were an absolute delight. Natural, engaging, and always ready to assist, they represented the spirit of the resort beautifully. Abdul, the Butler, was equally wonderful and provided thoughtful assistance. Over the course of my stay, I enjoyed four meals at Harrat, and each one was outstanding. Breakfast was a daily pleasure, largely thanks to Nico, whose warmth and attentiveness brought such positive energy to the morning. He has mastered the delicate balance of being present without being intrusive, while consistently anticipating guests' needs. Tuesday evening's birthday dinner was truly unforgettable. Chef Tina and Khun Pachara are masters of their craft, working together like a perfectly orchestrated culinary symphony. The experience they created for me will remain one of my fondest memories of this visit. Wednesday evening was equally memorable, with Mohammad guiding me through a selection of Arabic specialties. With a playful smile, he encouraged me to save room for dessert, and I am grateful I listened. His introduction to Umm Ali was, quite simply, love at first bite. A special mention must also go to Majuni. His energy, enthusiasm, and spirit are infectious. I fully intend to return, and when I do, I insist that he introduces me to the celestial gods of Banyan Tree AlUla. Finally, my sincere thanks to Mompo and the entire spa team. Despite being a first-time visitor, I was made to feel like family. What stood out most throughout my stay was the genuine happiness of the team. Everywhere I went, colleagues appeared engaged, proud, and excited to be part of the experience they were creating for guests. As I mentioned during my stay, I am very much a low-season traveller. I enjoy escaping the crowds, disconnecting, and immersing myself quietly in a destination. Too often, low-season travel can result in a diminished guest experience, but that was never the case at Banyan Tree AlUla. Every colleague consistently went above and beyond, often stepping outside the script when needed to deliver genuine care. Perhaps the greatest compliment anyone can pay to a hospitality business is a return visit. I will return, and I am already looking forward to reconnecting with everyone. To the entire Banyan Tree AlUla family, I extend my heartfelt shokran.

We just loved everything about our stay , the location , the villa , the personnel, everything was perfect, can’t thank enough each and everyone at the hotel.. wish we had more days but even so that makes us want to definitely come back to this amazing place .

Unforgettable memories in your fabulous resort

Dear Banyan Tree AlUla Team, Thank you so much for your warm and thoughtful message. As always, we truly felt at home at Banyan Tree AlUla. Everything about our stay was perfect. The privacy, peaceful atmosphere, and quietness of the resort allowed us to completely relax, unwind, and enjoy every moment. It is one of the reasons we always love coming back, and surely, we will be returning again, In Shaa Allah. We would also like to express our heartfelt appreciation to the wonderful team who made our stay even more memorable. To Ms. Sarah, Mr. Abdulrahman, and Mr. Abdulaziz at the Reception, thank you for warmly welcoming us and for always being so accommodating and helpful throughout our stay. To the Buggy Team, Ms. Grace and Mr. Antonio, our fellow Filipino, thank you for your kindness and for assisting us with our daily rides around the resort. Your friendly service was truly appreciated. And to Ms. La Michelle at Harrat Restaurant, thank you for your warm hospitality and wonderful service. You made our dining experience even more enjoyable. It is always the combination of the beautiful surroundings, privacy, tranquility, and especially the kindness of the people that makes Banyan Tree AlUla feel so special to us. Thank you once again for another beautiful and unforgettable stay. We are leaving with wonderful memories, and we look forward to coming back to our home away from home in AlUla very soon. Warmest regards, Jeonainah & Mamdokh Owner of MADINAH TRAVEL AND TOURS

What you are about to read is not generated by AI. Its pure from the heart. Banyan Tree AlUla is extremely dazzling, its location, services, people, atmosphere, experience and level of comfort and treatment of guests. It is over and beyond expectation. The front desk ladies and gents, they have this warm Saudi welcome making you feel precious. The villa is outstanding, clean, fresh, spacious, and the details are all well thought of. The food is delicious and well prepared with high standards. The refreshing essence inside the Villa is relaxing and staggering. The overall e experience is an inner stillness and mind unwinding. Thank you so much

Truly one of the best experiences we’ve ever had. Everyone was so friendly, warm and accommodating. Special thanks to the Filipino Staff, Antonio and Grace for making us feel so at home. To Sam, for the super fun bike tour, and to the restaurant staff for the amazing food and service. We loved everything about our stay and we can’t honestly wait to come back!

Excellent.

All the time I amazed and so classy and wonderful experience

Our stay was truly unforgettable and one of the highlights of our honeymoon. My wife and I spent the first two nights of our honeymoon at the resort, and everything exceeded our expectations. The atmosphere was peaceful, the service was exceptional, and every detail made our experience special. A special thank you to Reham Al-Rais for her outstanding assistance with our reservation and all the booking arrangements. She made the entire process smooth and stress-free, and we truly appreciate her kindness and professionalism. We had a wonderful time and will definitely be coming back. Highly recommended!

Overall the Banyan Tree experience was as expected. We have stayed before in other Banyan Tree hotels and the standards and customer services is always really good. They were really helpful during our stay and exceeded our expectations.

Its very time to pass here only the weather conditions is not suitable for summer but u can enjoy indoor. And if u arrange new activities in indoor but with outside views then it can be more fun and enjoyable

Wonderful location, excellent service, tasty meals. The only problem is that it was low season, so the food options were limited and the rock pool was closed. That wasn’t very nice.

We thoroughly enjoyed our stay at Banyan Tree Al Ula. The villas are beautiful and exceptionally well appointed.

Traveled for leisure with a friend and we had the most amazing staycation, the team is fabulous and the hotel is out of this world.

Our stay at Banyan Tree AlUla was truly exceptional. This was our second stay at the resort, and we make a point of returning whenever we can. The quality of service is exactly what I expect from a Banyan Tree property: warm, attentive, professional and genuinely caring. This visit was especially meaningful, as it was where my partner proposed to me. The location could not have been more perfect, and it will forever hold a special place in our hearts. It is wonderful to see a destination of this calibre being developed in Saudi Arabia. The setting is simply breathtaking. Being surrounded by the dramatic landscapes of AlUla, ancient rock formations and prehistoric rock art makes the experience unique. We spent hours exploring the area and discovering new details every day. The villas are beautifully designed, extremely private and equipped with everything a guest could need. What makes Banyan Tree stand out are the thoughtful touches: complimentary late check-out, free bicycle rental, the private fire pit under the stars, flashlights for evening exploration, spacious outdoor areas, comfortable sun loungers, and all the amenities needed for a truly relaxing stay. The breakfast was excellent and consistently of a very high standard. Most importantly, every member of the team made us feel genuinely welcome and cared for throughout our stay. Through my work I have had the opportunity to stay in many luxury hotels around the world, and I can honestly say that very few compare to Banyan Tree AlUla. It is one of the most memorable hospitality experiences I have ever had. Thank you to the entire team for creating such special memories. We are already looking forward to our next visit.