Banyan Tree AlUla 5 星

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

Dear Qiong H., Thank you for taking the time to share your feedback. We are truly sorry to hear of the long wait you experienced for buggy service and the disappointment caused by the rock pool closure. Please accept our sincere apologies, as this is not the level of service or communication we strive to provide. Your comments are very valuable to us, and we are reviewing staffing and scheduling to ensure more efficient transportation, particularly during dining hours. We also understand how important the rock pool is to our guests and will continue to improve how we communicate its availability in advance. We regret that your experience did not meet your expectations and hope you will allow us another opportunity to restore your confidence in the future. Warm regards, Andrea Salazar.

Dear Shou Y., Thank you for sharing such a wonderful description of your stay at Banyan Tree AlUla. We are delighted to know that the unique beauty of the desert, the modern design of the lobby, and the warm welcome from our team left such a lasting impression. It is a pleasure to hear that your villa, provided the perfect setting to relax and enjoy the breathtaking scenery. Your words capture exactly the tranquil and timeless experience we hope every guest can feel during their stay. We truly appreciate your kind feedback and look forward to welcoming you back for more memorable moments in AlUla. Warm regards, Andrea Salazar.