Banyan Tree AlUla 5 星

Dear Mrs. W., Thank you for taking the time to share your detailed feedback with us. We sincerely regret the inconveniences you experienced during your stay, particularly regarding the delay in luggage delivery, the malfunctioning in villa phone, and the door issue. We understand how frustrating this must have been, and we apologize for the repeated interventions and the lack of seamless coordination between teams. Please rest assured that this feedback has been shared with our Operations and Engineering teams to reinforce communication and response efficiency. Regarding the bicycles and road lighting, we appreciate you raising this concern. For safety reasons, we do not encourage or recommend bicycle use during the evening or nighttime hours. The resort’s roads are intentionally kept minimally lit to preserve and respect the natural environment and to allow guests to fully appreciate one of AlUla’s most iconic features, its extraordinary desert night sky, renowned globally for its clarity and star visibility. Our team is always happy to assist with buggies or alternative transportation after dark to ensure guest comfort and safety. We also acknowledge your comments regarding bicycle sizing and availability. Your feedback will be shared with the relevant teams to ensure better assessment of guest needs and clearer guidance at the time of request. While we are pleased to know you enjoyed the scenery and overall atmosphere of the resort, we regret that aspects of the service response did not meet your expectations. Your insights are invaluable to us and help drive meaningful improvements across our operation. Thank you once again for your honest feedback. We truly hope to have the opportunity to welcome you back in the future and provide you with the seamless and exceptional experience that Banyan Tree AlUla is known for. Warm regards, Andrea Salazar.

Dear Fan H., Thank you for your high praise of Banyan Tree AlUla. We are very pleased that you enjoyed the cycling and Thai dining experience, and that it met your expectations. We look forward to welcoming you again. Sincerely, Andrea Salazar.

Dear Mr. Thao Zao, Thank you for taking the time to share your feedback. We are truly sorry that your experience did not meet your expectations, and we appreciate the opportunity to address your concerns. Regarding the issue with your villa assignment, if the reservation was made through a third-party platform, any discrepancies in room type unfortunately originate from the booking source rather than the hotel. Nonetheless, we understand how frustrating this must have felt upon arrival. We are also sorry that the verification process made you feel mistrusted, this was never our intention. As a hotel, we are required to confirm booking details before providing a complimentary upgrade, and we regret that this procedure affected your experience. We apologize for the waiting time during the villa change. Preparing a new villa to be fully cleaned, inspected, and up to our standards does require some time, but we understand that this delay added inconvenience during your stay. Additionally, the oversight regarding the welcome amenities in your new villa is sincerely regretted. Your comments regarding buggy service, room amenities, and the restaurant experience are very important to us. We are truly sorry that these aspects did not meet your expectations and that the level of comfort and relaxation you anticipated was not fully achieved. Your perspective will be shared with our team as we continue improving our service consistency and guest experience. We appreciate your feedback and the time you took to express your concerns. Should you wish to share more details or allow us the opportunity to follow up personally, please feel free to contact us at gu… . Warm regards, Andrea Salazar. Guest Experience Manager

Dear Mr. C., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Andrea Salazar.

Dear Guest, Thank you for your wonderful feedback. We are delighted to know that the unique desert landscape, the comfort of your villa, and the thoughtful service of our team made your stay so memorable. It brings us great joy that you felt so at home here that you didn’t want to leave. We truly appreciate your kind words and look forward to welcoming you back to Banyan Tree AlUla for another unforgettable experience. Warm regards, Andrea Salazar