Banyan Tree Veya, Valle de Guadalupe

The property is nice but the concept is poorly executed. They recently opened so they are getting some leeway for that in my review, but the customer service experience and staff is average, considering this is by far one of the more expensive hotels in the Valle area. For example, I raised some of my concerns with the hotel directly following my stay, and someone from their team reached out to apologize and offer a weekend stay for free so that I could give them another try. However the coupon never arrived and after reaching back out to them to follow up they simply stopped responding. During the stay, some of the issues were: many hotels areas and room amenities were in maintenance and couldn’t be used, including the common pool area. The rooms were not serviced even after specifically asking for it. Breakfast could have been better considering price. We and other guests had to light the common area fireplace (and maintain it) because the staff couldn’t figure out how. And others.

The architecture and pool area were stunning. The outdoor daybed was a nice touch, and the views and sunsets were beautiful.

The resort feels unprepared despite being open for nine months. Staff acknowledged ongoing issues but made little effort to address or compensate for them, worsening the experience. When we voiced our concerns, the manager simply said, "what would you like me to do?" We were offered a free night on a future stay. I don't think this was adequate in any way. Key problems included: - No hot water the first night and no heat in the room for our entire stay. - A constant beeping noise in the bathroom ceiling that couldn’t be turned off. - The plunge pool was cold and had flies. - The area around the rooms smelled like septic, likely from grey water drainage. - Privacy issues: My mother-in-law’s room had a sliding door that wouldn’t close. - Limited transportation: Only three golf carts for the entire property. Wait times for rides were quoted as 10–15 minutes but often took an hour. - Poor accessibility: Dirt roads and steep hills made walking between spaces difficult. When it's raining, it's impossible to move around the property or surrounding area.

Ofrece un ambiente de relajación total, vistas increibles del valle de guadalupe y excelente atención por parte del personalz

The rooms are very ni e

No room service

El hotel esta muy bonito, las habitaciones tambien. Demasiado polvo por todos lados. En el restaurante muy mal servicio. Siento que el staff no tiene la suficiente capacitación para el tipo de hotel que aspiran a ser.

Nos encantó, definitivamente nos volveríamos a hospedar ahí.

Excellent

Top of the line service. And amazing villas

Excelente servicio!

:)