Banyan Tree Puebla
Location: 10 Norte #1402, Col. Barrio del Alto,, Puebla, mx
Star Rating: 5 Stars
Property Type: Hotels
About this Property
Luxurious Accommodations
Banyan Tree Puebla offers air-conditioned rooms with modern amenities, ensuring a comfortable stay for every guest. From flat-screen TVs to private bathrooms with free toiletries, each room is designed for relaxation and convenience.
Relaxation and Recreation
Guests can unwind by the outdoor swimming pool or stay active at the fitness centre. The garden, terrace, and on-site restaurant provide serene spaces to enjoy leisurely moments during your stay.
Convenient Location and Services
Located in the heart of Puebla, Banyan Tree Puebla is close to popular attractions such as Puebla Convention Centre and Biblioteca Palafoxiana. With free WiFi, private parking, and multilingual staff at the 24-hour front desk, guests can expect top-notch service throughout their visit.
Book your stay at Banyan Tree Puebla for a memorable and luxurious experience in Puebla.
Important Information
Si su tarifa o promoción incluye desayuno, tenga en cuenta que el desayuno es americano.Please inform of your expected arrival time in advance. You can use the Special Requests box when booking, or contact the property directly using the contact details in your confirmation.
Guests under the age of 18 can only check in with a parent or official guardian.
Policies
Check-in: 03:00 PM - 11:30 PM
Check-out: 12:00 PM
Amenities & Facilities
- Health or beauty spa nearby
- Guest education on local ecosystems and culture
- Electric bicycle charging station
- Fitness facilities (surcharge)
- Parking
- Non-smoking rooms
- Air conditioning
- Swimming pool
- Restaurant
- Room service
- Terrace
- Pets allowed
- Lift / Elevator
- Luggage storage
- Safety deposit box
- Facilities for disabled guests
- Ironing service
- Massage services
- Packed lunches
- Chapel/shrine
- Non-smoking throughout
- Private check-in/check-out
- Board games/puzzles
- Shuttle service (additional charge)
- Concierge service
- Grocery deliveries
- Wheelchair accessible
- Allergy-free room
- Kid meals
- Heated pool
- Outdoor furniture
- Fruits
- Pet bowls
- Spa/wellness center services
- Beauty Services
- Pet basket
- Manicure
- Pedicure
- Personal trainer
- Staff adhere to local safety protocols
- Guest rooms disinfected between stays
- Cleaning standards that are effective against Coronavirus
- Physical distancing rules followed
- Hand sanitizer in guest room and key areas
- Cashless payment available
- Fire extinguishers
- First aid kit available
- Sanitized tableware & silverware
- Invoice provided
- Guests can opt-out any cleaning services during stay
- Smoke alarms
- Shared stationery like menus, pens are removed
- Guest room sealed after cleaning
- Physical distancing in dining areas
- Food delivered to guest room
- CCTV outside property
- Access to health care professionals
- Face masks for guests available
- 24-hour security
- Delivered food - securely covered
- Security alarm
- Key card access
- Happy hour
- Cooking class
- Supervised childcare/activities
- Television in common areas
- Front desk (limited hours)
- Free wired internet
- Snack bar/deli
- Golfing on site
- Self parking (surcharge)
- Airport transportation - pickup (surcharge)
- Airport transportation - drop-off (surcharge)
- Beach umbrellas
- Pool sun loungers
- Beach yoga on site
- Fitness facilities (surcharge)
- Internet access
- Housekeeping on request
- Private picnics
- Wine release events
- Reception hall
- Exercise/lap pool
- Japanese garden
- Secured parking
- Garage
- Health or beauty spa nearby
- Swimming nearby
- Electric bicycle charging station
- Charcoal grill
- Guest education on local ecosystems and culture
- Vegetarian menu options available
- Accessible shuttle
- No accessible shuttle
- Accessible train station shuttle
- No accessible train station shuttle
Rooms Available
-
Urban Bliss
Providing free toiletries, this double room includes a private bathroom with a shower and a hairdryer. The spacious double room provides air conditioning, a private entrance, a mini-bar, a tea and coffee maker and a flat-screen TV with cable channels. The unit offers 1 bed.
Max Occupancy: 3 (3 Adults)
- Coffee/tea maker
- Minibar
- Shower
- TV
- Telephone
- Air conditioning
- Hair dryer
- Seating Area
- Toilet
- Private bathroom
- Private entrance
- Cleaning products
- Coffee machine
- Clothes rack
- Toilet paper
- Bottle of water
- Fruits
- Trash cans
- Cots
- Shampoo
- Conditioner
- Body soap
- Free gym access
- Concierge services
- Hand sanitiser
-
Urban Junior Suite King
Providing free toiletries, this double room includes a private bathroom with a shower and a hairdryer. The spacious air-conditioned double room provides a flat-screen TV with cable channels, a private entrance, a mini-bar and a tea and coffee maker. The unit offers 1 bed.
Max Occupancy: 3 (3 Adults)
- Coffee/tea maker
- Minibar
- Shower
- TV
- Telephone
- Air conditioning
- Hair dryer
- Seating Area
- Toilet
- Private bathroom
- Private entrance
- Cleaning products
- Coffee machine
- Clothes rack
- Toilet paper
- Bottle of water
- Fruits
- Trash cans
- Cots
- Shampoo
- Conditioner
- Body soap
- Free gym access
- Concierge services
- Hand sanitiser
-
Harmony Suite
This spacious suite features 1 living room, 1 separate bedroom and 2 bathrooms with a shower and free toiletries. This air-conditioned suite comes with a dining area, a flat-screen TV with cable channels a private entrance and a terrace. The unit has 2 beds.
Max Occupancy: 3 (3 Adults)
- Coffee/tea maker
- Minibar
- Shower
- TV
- Telephone
- Air conditioning
- Hair dryer
- Seating Area
- Toilet
- Private bathroom
- Private entrance
- Dining area
- Cleaning products
- Coffee machine
- Terrace
- Dining table
- Outdoor dining area
- Clothes rack
- Toilet paper
- Bottle of water
- Fruits
- Trash cans
- Cots
- Shampoo
- Conditioner
- Body soap
- Free gym access
- Concierge services
- Hand sanitiser
-
Urban Junior Suite Double
Offering free toiletries, this double room includes a private bathroom with a shower and a hairdryer. The spacious air-conditioned double room offers a flat-screen TV with cable channels, a private entrance, a mini-bar and a tea and coffee maker. The unit has 2 beds.
Max Occupancy: 4 (3 Adults)
- Coffee/tea maker
- Minibar
- Shower
- TV
- Telephone
- Air conditioning
- Hair dryer
- Seating Area
- Toilet
- Private bathroom
- Private entrance
- Cleaning products
- Coffee machine
- Clothes rack
- Toilet paper
- Bottle of water
- Fruits
- Trash cans
- Cots
- Shampoo
- Conditioner
- Body soap
- Free gym access
- Concierge services
- Hand sanitiser
-
Bliss Junior Suite
Offering free toiletries, this double room includes a private bathroom with a shower and a hairdryer. The spacious double room offers air conditioning, a private entrance, a mini-bar, a tea and coffee maker and a flat-screen TV with cable channels. The unit offers 1 bed.
Max Occupancy: 3 (3 Adults)
- Coffee/tea maker
- Minibar
- Shower
- TV
- Telephone
- Air conditioning
- Hair dryer
- Seating Area
- Toilet
- Private bathroom
- Private entrance
- Cleaning products
- Coffee machine
- Clothes rack
- Toilet paper
- Bottle of water
- Fruits
- Trash cans
- Cots
- Shampoo
- Conditioner
- Body soap
- Free gym access
- Concierge services
- Hand sanitiser
-
Bliss Suite
The spacious suite features 1 bedroom and 1 bathroom with a shower and free toiletries. This suite has air conditioning, a private entrance, flat-screen TV with cable channels, as well as fruit for guests. The unit offers 1 bed.
Max Occupancy: 3 (3 Adults)
- Coffee/tea maker
- Minibar
- Shower
- TV
- Telephone
- Air conditioning
- Hair dryer
- Seating Area
- Toilet
- Private bathroom
- Private entrance
- Cleaning products
- Coffee machine
- Clothes rack
- Toilet paper
- Bottle of water
- Fruits
- Trash cans
- Cots
- Shampoo
- Conditioner
- Body soap
- Free gym access
- Concierge services
- Hand sanitiser
-
Serenity Suite
This spacious suite features 1 living room, 1 separate bedroom and 1 bathroom with a shower and free toiletries. This air-conditioned suite comes with a dining area, a flat-screen TV with cable channels a private entrance and a terrace. The unit has 2 beds.
Max Occupancy: 3 (3 Adults)
- Coffee/tea maker
- Minibar
- Shower
- TV
- Telephone
- Air conditioning
- Hair dryer
- Seating Area
- Toilet
- Private bathroom
- Private entrance
- Dining area
- Cleaning products
- Coffee machine
- Terrace
- Dining table
- Clothes rack
- Toilet paper
- Bottle of water
- Fruits
- Trash cans
- Cots
- Shampoo
- Conditioner
- Body soap
- Free gym access
- Concierge services
- Hand sanitiser
-
Urban Room King
Providing free toiletries, this double room includes a private bathroom with a shower and a hairdryer. The spacious air-conditioned double room provides a flat-screen TV with cable channels, a private entrance, a mini-bar, a tea and coffee maker as well as city views. The unit offers 1 bed.
Max Occupancy: 3 (3 Adults)
- Coffee/tea maker
- Minibar
- Shower
- TV
- Telephone
- Air conditioning
- Hair dryer
- Seating Area
- Toilet
- Private bathroom
- Private entrance
- Cleaning products
- Coffee machine
- Clothes rack
- Toilet paper
- Bottle of water
- Fruits
- Trash cans
- Cots
- Shampoo
- Conditioner
- Body soap
- Free gym access
- Concierge services
- Hand sanitiser
-
Urban Room Double
Offering free toiletries, this double room includes a private bathroom with a shower and a hairdryer. The spacious double room offers air conditioning, a private entrance, a mini-bar, a tea and coffee maker, as well as a flat-screen TV with cable channels. The unit offers 2 beds.
Max Occupancy: 4 (3 Adults)
- Coffee/tea maker
- Minibar
- Shower
- TV
- Telephone
- Air conditioning
- Hair dryer
- Seating Area
- Toilet
- Private bathroom
- Private entrance
- Cleaning products
- Coffee machine
- Clothes rack
- Toilet paper
- Bottle of water
- Fruits
- Trash cans
- Cots
- Shampoo
- Conditioner
- Body soap
- Free gym access
- Concierge services
- Hand sanitiser
Guest Reviews
- Fernando (10/5): -
- DORA ELIA (8/5): - EL HOTEL, SOLO ME GUSTO LA TERRAZA DONDE ESTABA LA ALBERCA Y UN BARECITO, EL GIMNASIO 24 HORAS. EL HOTEL, NO ME GUSTO ES MUY RUIDOSO , PORQUE LAS PUERTAS SON PESADAS Y AL CERRAR LA PUERTA DE LA HABITACION SE ESCUCHABAN LOS PORTAZOS, NO FUNCIONABA LA CALEFACCION, LAS TOALLAS YA ESTABAN MUY PERJUDIDAS, PARA RECIBIR A TURSITAS NO OFRECEN NADA DE BEBIDAS GASEOSAS HELADAS , TODO LO TENIAN AL TIEMPO, EL DESAYUNO QUE OFRECEN DENTRO DE LA TARIFA ES MUY SIMPLE.
- william (10/5): -
- Gabriel (9/5): -
- Lauretta (9/5): Loved the view to the Popocatépetl and the Spa, amazing Massage. - Great views, Walking distance to the center. Nice staff Is a bit old in some things, AC, Tv, ..
- Adriana (10/5): Amazing experience, highly recommend! - Beautiful hotel, excellent location Nothing
- GoPlaces35914535349 (10/5): Wonderful, relaxing retreat - This hotel was fantastic. We loved all the restaurants, the view of the volcanos, ringing in sunset with bells to see the sun set behind Popo, the spa was amazing. The rooftop bar was a great place to hang out after a long day of exploring. The breakfast was delicious. The rooms were gorgeous. The staff was very warm and helpful. We got so many of our needs met quickly. I highly recommend a stay at the Banyan Tree Puebla. It is in a very historic location, where Puebla was originally founded. This hotel is a place not to be missed! And both Cello and Saffron had wonderful food. It was a little too chilly to use the pool, so I look forward to trying it out next time I go. The park across from the hotel is lovely. Great service all the way around. Can't say enough about the experience!
- davidsI3325VT (10/5): What luxury feels like at a Hotel - Banyan Tree Puebla is one of those rare hotels that feels both luxurious and deeply rooted in its surroundings. The building itself is stunning... beautifully restored colonial architecture blended with Banyan Tree’s signature calm and elegance. The rooms are spacious, peaceful, and thoughtfully designed, and the rooftop pool overlooking Puebla’s cathedral is one of those “this is why we travel” moments. But what truly made our stay unforgettable was the service. We traveled with our 18-month-old son, my wife, and our au pair and had two rooms. Traveling with a toddler means sleep schedules, small adjustments, and the occasional curveball—but the staff handled every request with warmth and genuine care. They went above and beyond to help us set up the rooms so our son could sleep peacefully through the night. I’ve stayed in many hotels, and I honestly don’t think we’ve ever felt more accommodated or taken care of. At one point housekeeping accidentally threw away one of my notes, but they actually recovered it from the trash and returned it to me. That level of attention and thoughtfulness is something I’ll never forget. Beautiful hotel, incredible people, and an experience that sets the bar for hospitality. We would return in a heartbeat.
- claire2767 (10/5): Great hotel, good location - Really liked this hotel. We stayed for 2 nights during our Mexico trip. Was a bit unsure about it's location as it seemed a bit far out of the old town but it turned out it was very good, on the edge of the old town so a bit away from the crowds. We chose a bliss king room which was enormous! Plenty of space and a great bathroom. Would highly recommend this room type. Some people had commented (on booking.com) that the hotel was a bit tired but we didn't think that was the case at all. The pool area is lovely with great views. We had lunch up there one day (salads) that we really enjoyed. Breakfast was good, loved the scrambled eggs! Would highly recommend the hotel.
- Susana (2/5): I was very disappointed about our dinner time at the Thai restaurant. - Breakfast amazing !! Good Location Staff very Friendly soap, shampoo dispenser broken. Thai restaurant food ordered ( shrimps) very salty
- Richard (5/5): Tired hotel. will not return. - Big room. The hotel is tired. The room was next to a busy main road. The location was a bit away from the centre. The hotel's Italian restaurant was terrible.
- Carol_nyc123 (10/5): Stay here when you are in Puebla! - We had a wonderful stay. Our room was beautiful and comfortable, and we appreciated the special treats for our celebration. We enjoyed the rooftop pool, the large buffet breakfasts, and various food and drink spots in the hotel. Last but certainly not least, the whole staff was amazing - proactive, helpful, and a pleasure to deal with. Stay here when you are in Puebla!
- barbarasQ1816NU (10/5): A Slice of Heaven in Puerta, Mexico - Everything and all staff were spectacular. The grounds are beautifully landscaped and the interior is well designed and so very comfortable. Every detail was considered. We had breakfast every morning in the Bristol Pasquinel. The buffet was fresh and plentiful. Our waiter, Angel, took very good care of us and made sure we had our fresh decaf coffee. Ask him to show you the talavera mural and talavera ovens. In short, a wonderful visit!!
- MargaretM1257 (10/5): incredible a must visit hotel - stunning hotel in every way loved it so much we rebooked for our last night in mexico The welcome from Irene on the front desk was incredible and all the staff were great particually the guy who carried our multiple cases to our room can’t wait to go back
- mcp6 (10/5): Great place to stay! - Beautiful hotel, great location and food! Loved the rooftop pool. Would stay here again for sure.
- sarahB3991SR (10/5): Best Hotel in Puebla - Great Location, Rooms are so comfortable and beautiful. The Staff is very efficient and attentive. Food is amazing they even have Michelin Stars ⭐️
- kajraay (8/5): Grand Old, stil good, but… - Banyan Tree Puebla. Banyan tree is an quality label. We had some expectations, the offerd rate for 3 nights a 750 dollars is very priceworth. The entrance feels like an grand old. The rooms are elegant, nice bathrooms. The breakfast room is realy outdated and its very cold. Staff wears winterjackets to keep warm! The offerd food was ok. The rooftop pool is nice, but the pool needs some serious cleaning on the tiles. The rest of the rooftop could use some investments. The rooms are good but the food & beverges could use some attention. Overall impression is good but not great.
- Daniel (10/5): Luxuriöses Stadthotel, Tradition trifft modernen Chic, echter 5*-Service - Alles am Hotel Banyan Tree Puebla fühlte sich nach 5 Sternen an. Der Ankunftsbereich, die Rezeption, das zuvorkommende. hilfreiche und gut ausgebildete Personal sowie natürlich die sanft renovierten, sehr gut unterhaltenen Räumlichkeiten. Die Zimmer sind geräumig und luxuriös ausgestattet, die Bäder geradezu pompös. Auf den grossen Betten mit vielen Kissen schlief es sich wunderbar. Die Fenster sind doppelverglast, man hört kaum etwas vom unnötig lauten, hiesigen Verkehr. Wir würden dennoch die Hofinnenseite (Garden anstatt Urban / City) empfehlen. Die Rooftop-Bar und deren Pool sind ein Bijou, die Aussicht dort grandios und die Drinks toll. Das italienische Restaurant im Parterre war fantastisch, wir hatten den Eindruck man hätte auch in Italien mühe, ein solch gutes zu finden. Das Frühstück ist ebenfalls toll, siehe dazu jedoch ein Minuspunkt. Die Klimaanlage im Frühstücks-Restaurant ist buchstäblich auf arktische Temperatur eingestellt. Selbst das Personal trägt drinnen dicke Jacken und Schals. Da es Januar war, war es draussen auch eher kühl - der Sinn davon erschloss sich mir nicht.
- Tiffany (6/5): Ok. Could be better. - Hotel was nice, pool area was amazing! Love the roof top view. Room had a very bad odor, specially in shower room. It was a bit dirty, no hand soap on the first night, and horrible stinky towels.
- Yovani (10/5): Excelente - Todo Que no me pudiera quedar más tiempo
- Pedro (10/5): Excelente lugar para descansar - Es un lugar muy acogedor y cómodo, excelente para descansar y tener una experiencia culinaria en sus restaurantes. El bar Los lavaderos no abre todos los días.
- Caroline (8/5): - The room was comfortable, staff pleasant and location convenient Nothing
- Cathy (5/5): -
- Basia (10/5): Perfect spot for stay !!! - I recently had the pleasure of staying at a charming hotel in the heart of Puebla, Mexico, and it was simply stunning. The hotel beautifully reflects the rich history of the area, with its elegant architecture and charming decor. The service was outstanding—staff were welcoming and attentive, making me feel right at home. Each morning, I enjoyed their delectable ojja coffee paired with freshly baked conchitas, which were absolutely delicious. This hotel perfectly combines historical charm with modern comfort, making it an ideal spot for anyone looking to explore Puebla's vibrant culture. Highly recommended! What it’s not to like?
- hstubble (4/5): Bring you ear plugs - The hotel was beautiful. The street noise was a unbearable and we were only able sleep a couple hours a night. Honking car and bus horns. Sometimes street vibrations from large trucks. The room was hot because it faces the sun most of the day. It was disappointing that we were given this room since the hotel appeared to be at least 95% empty. I suspect there may be some rooms that aren't noisey but since the hotel sits between 3 busy streets I am not sure if it is any better. Bring good ear plugs. The one provided by the hotel did not work.
- Megan (10/5): Beautiful, authentic design and fabulous food. - I absolutely loved the aesthetic of this hotel! It is gorgeous from every angle.
- jamesmF9066QF (10/5): A destination hotel in Puebla, Mexico - Puebla is a fascinating place to visit, with many wonderful sights. But it also has a hotel that is a destination in itself. Banyan Tree Puebla is an exquisite gem created out of four separate former buildings, now completely remade into a luxury hotel that is up to the standards of Banyan Tree Cabo Marques and Banyan Tree Mayakoba. Like those two great resorts, Banyan Tree Puebla is full of beauty everywhere you turn. I stayed in a junior suite that had every imaginable amenity. The hotel has three first-class restaurants, one Thai, one Italian, and one Mexican/International. It also has a rooftop pool and bar in addition to a fascinating lower-level bar, Los Lavadores, that is open on weekend evenings. The hotel is full of art and beautiful corners in which you can simply relax and enjoy. As beautiful as the hotel is, for me the best part of my stay was the staff. All of them are incredibly friendly and go out of their way to offer the guest something extra. When I mentioned that I would not be there when Los Lavadores was open, Angel at the Bistrot Pasquinel opened the bar for me and gave me a tour so I could see and photograph it. When I inquired about the magical tunnel that connects the hotel with the monastery across the street, Stephanie took me on another tour of someplace that I would have missed entirely. These were only two examples of the staff going above and beyond their regular duties. Anything that you might want to see in town is just minutes away by Uber or by the taxis that are conveniently located outside the hotel. I can't imagine staying anywhere else in Puebla.
- susankG8581YN (10/5): Wonderful hotel! - The Banyan Tree is a wonderful hotel. Beautiful rooms and lobby, lovely spa, and a wonderful staff. Every staff person we had contact with—the front desk, restaurant, spa, and cleaners—were very friendly, helpful and professional. I highly recommend this hotel.
- Rahe27 (2/5): Maybe stay somewhere else - My stay at the Banyan Tree Puebla was disappointing compared to what I expected. As an ALL Accor member, it was frustrating not to fully receive the program benefits, even though I was given a full page outlining them. No upgrade was offered despite my membership. I believed this was a five-star hotel, but in my opinion it falls short. On the first night, the air conditioning in my room was not working properly and the room felt very hot until an engineer came to fix it. I was also placed next to a busy road where the constant noise of passing cars and horns made it difficult to rest. Eventually, Denise helped us move to another room within the same category we had booked. Both rooms were acceptable but nothing particularly special considering the price. We joined a cooking class which was enjoyable, and Frida was very sweet. This was the highlight of our stay. At checkout, we were charged a parking fee and gratuity even though we did not have a car. Overall, I left feeling disappointed with the experience.
- Carlos Alberto (9/5): Comodidad - Excelente servicio, excelente confort, todo muy bien, totalmente regresaria.
- Humberto (10/5): Excelente ubicación - Instalaciones confortables, entorno agradable y excelente comida. Atención de personal.
- Simon (9/5): - Excellent location, very comfortable accommodation and helpful staff Breakfast experience.
- Guillermo (3/5): - Location, breakfast, and staff all very good. They charged 30% of "taxes" that include the tips to the staff (10% on the total) plus the official and legal 16%. I don't understand why they do this. They gave us an upgraded room, very nice, but very noisy. The hotel is close to an unconventional church (Santa Muerte), in case you care. They are the ones with the all-night long load music.
- Michael (9/5): Toll - Alles Frühstück
- Nuri (7/5): Buen hotel, pero el precio no lo vale - Las instalaciones, la habitación linda y grande, la cama bastante cómoda y el desayuno buffet del hotel muy bueno Que cuando pedimos que nos ayudarán a bajar nuestras cosas de la habitación, nadie llegó y nunca nos ayudaron, y traíamos bastantes, mi esposo tuvo que dar tres vueltas para bajarlas. Y en la habitación no había secadora, ni plancha.
- 734darryng (10/5): Amazing great food. Great people. Great hotel. Great staff - Loved the hotel and all the staff. Very friendly and accommodating. Beautiful rooms and great food. Highly suggest this hotel
- pablovV4046ET (10/5): Best hotel in Puebla - The rooms and the beds are amazing and it does not feel like a traditional hotel (amazing mexican atmosphere). The staff has been super helpful with every request
- Jonathan (9/5): Five Star Comfort and Views - Five star hotel with incredible views of the city and its cathedrals, even the volcano when the clouds break. Comfortable bed. Large room includes dresser, closets, and bathroom with shower and tub. Rooftop terrace and restaurant are desirable for watching sunsets, but request a citronella candle to keep mosquitoes at bay. Room service did not clean our room. May have to request this. Only stayed two nights so didn't make much of a fuss over it. Slight unpleasant sewage smell during heavy rains - but that's a city infrastructure issue we've experienced at other locations in Puebla - not a unique challenge to this hotel.
- Dian (9/5): -
- Tali (10/5): Great hotel - Loved it. Beautiful rooms, excellent pool and gym, great breakfast. Just great. Nothing at all
- Illana (10/5): Great place to rest , - Large comfortable room. Good food, the roof top Thai restaurant was great. New gym equipment. Vert nice staff
- Sungman (10/5): - Very cozy and calm. Wonderful
- Jose (10/5): - Food is great and the staff is great. Had a great massage with Dani. Think she fixed my back! My 3rd or 4th time here, I'll be back...
- sebasti_nb129 (4/5): Accused, Lied To, and Let Down at Banyan Tree Puebla - Our stay at Banyan Tree Puebla ended in a deeply disappointing experience, unworthy of a property that presents itself at this level. We were falsely accused of consuming 8 Montelobos and having them charged to our room. The real issue was not the error itself, but the way it was handled: in front of management, the bar attendant came down and chose to lie straight to our faces, despite us holding the voucher in hand and with cameras that could easily prove otherwise. A hotel that claims to represent luxury and hospitality should never allow its guests to be treated as liars. While the charge was eventually corrected, the damage caused by such a blatant lack of professionalism and honesty is permanent. This will, without question, be the first and last time we return. Most disappointing of all, this behavior is not what one expects from Banyan Tree—it felt more like the standards of a third-rate hotel.
- F1390GQnatalier (10/5): Enjoy stay at hotel, City vibes and friendly stuff - We enjoy our stay. Front desk Jesus and Karen was very helpful. At the Spa everyone there is awesome, great experience. Elizabeth met us at Spa and Amanda was awesome massage therapist. I enjoy talking to her and her wonderful massage. Dalia was for my husband and she also good, best if you speak Spanish with Dalia
- Palitroques619 (10/5): Maximum relaxation - The massage was incredible!! The whole experience was so relaxing and peaceful! The staff was so caring and friendly. I would definitely recommend this spa!
- Y1135YAjackh (10/5): Bistro for Breakfast! - Breakfast at Pasquinel Bistro for a week was such a great way to start every day. If you’re in the centro or staying in Banyan Tree Hotel, check out the bistro. Gloria and Angela were our fantastic servers.
- Gerardo (9/5): Una gran opción para desconectar en la zona céntrica de Puebla - La atención del personal, todos muy amables, muy detallista, así como las instalaciones del hotel. El baño, me parece que deberían de tener una puerta en el área de la regadera q se oscurezca para tener más privacidad. Mejorar el servicio del agua caliente — fría en los lavabos.
- Andrea Liliana (10/5): Hotel de lujo e impecable - Instalaciones impecables, muy buen servicio
- Tabitha (8/5): Loved our room, would pass on the restaurants - Our room was wonderful in every way-- comfortable bed, fruit on arrival, and a large, luxurious bathroom. The air conditioning worked, bit it was not the best. The breakfast staff were a bit clueless.
- David H (10/5): - This is an excellent place to stay in Puebla, with lovely rooms, nice restaurants and great staff. Abraham who works in the rooftop bar was an excellent host to us every night we were there! Thanks Abraham.
- schlumpfi (6/5): Used to be much better - This used to be a great hotel. It’s still ok but has changed so much that I would probably not come back. The good: - generally friendly staff - good breakfast - great Italian restaurant - spacious rooms The not so good: - old and worn out shower - grey and even torn towels and that consistently over a 5 night stay - rooftop bar service is bad; dirty table which was never cleaned, 15 minute wait for a drink, napkins and cutlery only available after asking twice (the place was empty this Saturday at 3) - rooms are being serviced very late (around 4 pm in my case) The downright annoying: - when the room is being serviced so late, I don’t understand why they come back at 6 and then at 8 or 8:30 to do another round. Turndown service is great but when the do not disturb sign is on, there is normally a reason - weddings are great and most hotels have them. But normally, the hotel sends a note round regarding upcoming disturbance. Not this time. 10 hours straight of very loud music literally under my window. I wish I could have planned for this. My much needed quiet day was utterly ruined.
- Escapesartist (10/5): Incredible views with incredible service - Abraham was such a nice server who took the best care of us. Wonderful views of the volcanoes, a beautiful pool to sit by, and lovely churches with the bells ringing in the background. An incredible place to have a drink. Definitely come anytime of day, we came twice, once in the afternoon and once for evening sunset.
- Rocky (10/5): - Yo si cambiaría las toallas ya están como viejas y se ven oscuras
- C4021QAnicoles (10/5): Lovely evening at Rooftop of Banyan Tree - Great food and impeccable service at the rooftop. Abraham was an excellent waiter. Very attentive and shared great information about food and culture.
- Anjail (10/5): Exceptional -
- Scott (8/5): - Banyan tree hotel itself was awesome but there were some protest going on for couple of hrs while we were having a nape and it was very loud outside the room.
- Jon (10/5): - Amazing stuff and beautiful property
- Monty (10/5): Relaxing times - Great location, property well maintained but the main rating is the customer service, this place is customer based, from the moment you arrive to the moment you leave, the attention to the customer is primal. Every employee I encountered was very polite and attentive, they are there to answer every question you could have or need. The food is also great and plenty, overall I recommend this place for your short or long stay. They will be there to make sure you enjoy your stay.
- Sacha (9/5): Outstanding! - Location, staff and rooms Airco wasn't strong enough and breakfast kitchen service a bit slow
- Flora (10/5): Great - It is a 2024 Michelin hotel. The service is terrific and the American Breakfast is nice and neat.
- Ashley (10/5): Book it! - Amazing stay! First time ataying at Banyan Tree. I'm excites to book more withbthem.
- Paloma (10/5): Exceptional -
- Florice (10/5): - Beautiful hotel. The rooms and bathroom is top notch. The staff is friendly.
- Sophie (9/5): Superb -
- Bryan (7/5): Lovely hotel, poor food offerings. - Banyan Tree is a superb and well-located hotel with a serious flaw. The building and facilities and staff are all exceptional. Where it falls down is in the three restaurants. The breakfast in the bistro purports to start at 7am but the four times I was there, between 7 and 7:30 none of the hot food items were available. The trays were either not there or empty. There were excessive amounts of cut up fruit and a big bowl of cereal and after a while some excellent warm pastries appeared. In order to have a decent breakfast I ordered the "American" breakfast which consisted of the fruit, some juice, the pastries, coffee or tea and two eggs. Ok, acceptable, but not comparable to the excellent buffet breakfasts I have had in other hotels In Mexico. The second restaurant, a Thai menu, is located on the roof terrace and shares space with a bar. The meal I had there was quite good, but the atmosphere is not conducive to fine dining as you are seated next to the pool, with a lot of children splashing around. The supposed pinnacle of dining is Cello, advertised as a high-end Italian restaurant. I made a reservation for 7 pm Saturday night. It turned out to be unnecessary as there were no other clients when I arrived and still none when I left, an hour later. The facility itself is lovely, but... They had no wine list. They did show me a couple of bottles of wine, so they do have some, just no list. I menu was of typical Italian dishes. I ordered an appetizer of fried seafood. When it came it was twice as much food as should be in an appetizer and consisted of big, lumpy breaded pieces of shrimp, calamari and zucchini, deep-fried. Tasteless. The second course was Spaghetti carbonara and it was also utterly tasteless. Cooking this at home, I am sure I would be unable to achieve this level of tastelessness! And the pasta was, as it almost always is, overcooked. Bistro C, Thai, B, Italian, D.
- Ana (10/5): - Excellent hotel located very central and convenient to different options from shopping to eating. The staff was amazing and efficient, my only complaint was that the temperature in the room could not be cooler.
- Emmanuel (10/5): Great stay - Great place with great rooftop pool and bar. Very nice staff.
- Karina (10/5): Exceptional - Great staff! We visited in January and everyone was very attentive. We did tastings at the bar, had massages at the spa, and enjoyed drinks by the pool, everything was excellent. The room was gorgeous, and the location was perfect. If it’s within your budget, it’s definitely a great place to stay.
- Philion (10/5): Exceptional - Beautiful place,excellent location,marvelous food.The staff was extremely helpful and accommodating. I would suggest this establishment to all my friends. My room was luxurious and comfy, bathroom with deep metal tub was a bonus
- Ana (10/5): - Excellent property
- Santiago (8/5): Very good -
- Marilyn (10/5): WOW! - Smelled amazing, beautiful staff really good food No answer
- olivierp789 (8/5): Easy option … - Good option for a two night stay. Just the right side of glitzy big hotel blandness … there will never be any surprises here and sometimes that’s good and sometimes you wish the immaculate flowers in the immaculate waiting area were just a bit wilder … Breakfast was ok … Very lovely staff though …
- Alberto (10/5): - Excelente hotel!! Pero el piso 3 olía demasiado a humedad (cuidar eso)
- Melanie (8/5): - The property is beautiful and our room was very nicely appointed. The rooftop was the perfect place for sunset! With a view of the volcano. The location is further from the historic center than I would suggest to stay. We love to walk but there is so much to walk and see that adding the extra to get back to the hotel was a bit much. All the shopping and restaurants are around the historic square so we found we would Uber from the hotel to the square then start walking from there. The disappointment with our room was it was hot. The AC would not adequately cool the room. We asked for a fan but it was still stuffy. It’s almost as if they controlled the temps ever though we had a control panel in our room. Also we were on the 4th floor and every night around 10 the sounds of dragging chairs above us was very loud. So loud that it woke us up. I thin it must have been coming from the rooftop when they close for the evening. Staff needs to be attentive to not dragging chairs and realize it is very loud to the floor below them. The hotel is very nice however I would not suggest it because of the location and the cost when dealing with a hot room and the noise from above.
- Alberto (10/5): - The room is beautiful!!!
- Michael (10/5): - Fantastic property, modern, beautiful, well appointed and decorated! Amazing and well trained staff; super friendly, helpful and knowledgeable! A million thanks for an absolutely wonderful stay!
- Doris (8/5): - Beautiful property and great staff. The food was average at the hotel
- Johnny (10/5): Exceptional -
- MJH161 (8/5): Little things add up - We came to Mexico for a vacation and stayed four nights at the banyan tree. Things we liked: the staff was extremely friendly and helpful. Alonso, Carlos, and Monse were all delightful. our room was quite large, very quiet, and clean. The bed was really comfortable. The very top level is on the fifth floor and contains a spectacular view of the city and the volcano in the distance. There is also a swimming pool and a Thai restaurant on that floor. It is a great place to watch the sunset. Cocktails were good and reasonably priced. We had dinner one night at the Thai restaurant Saffron and found it quite good. Could be better: two times our room key failed to function and we had to go to the front desk and get it re-done. The elevator was befuddling and dark. we initially assumed that level one would be the location of the front desk and were very puzzled that we were not allowed to access level one. It turns out that the front desk is located at PB. I,m not sure what that means but it didn’t seem like it would represent the front desk. another puzzler involved accessing breakfast which is located at level R. there is only one elevator that will take you to the level R. it took us two days to figure out how to get there. There was no guidance in our room on how to access the Wi-Fi network. We eventually got access but that took another trip to the PB level. We had dinner on Valentine’s Day at the Italian restaurant Cello and had a mediocre to poor experience. For example, there were two possible red wines available by the glass and both of the wines were ice cold, having been stored in the refrigerator. Location: Google says that a person could work from the hotel to the Zócalo or town center in 18 minutes. However, the hotel is located at the intersection of two major highways. It is somewhat intimidating to cross them and to walk along them. This made us reluctant to walk to town and instead we ended up using taxis and Uber rides. Summary: the staff is highly motivated. It seems that management could do a better job in terms of orientation to the elevator and the Wi-Fi network. How difficult would it be to put a little card in the room explaining Wi-Fi access? There were a few other minor issues with creaky/squeaky doors in our room and some subtleties in locking the door. Little things add up, making this a four-star rather than a five-star hotel.
- Carlos (10/5): - Beautiful hotel located in the heart of downtown Puebla
- Helen (8/5): Great bar/restaurant roof terrace with great sunset views. Book a room higher up and if possible. - Great rooftop bar & restaurant with pool and amazing views over the old city. There seems to be a drain problem as some rooms quite smelly. Also need not to book a room on lower levels near the road.
- Tour38631348010 (10/5): Wonderful vacation getaway in beautiful Puebla - We concur with all the favorable reviews. Great location, tastefully furnished common areas, well equipped rooms, superb dining options , delicious cuisine, wonderful staff from the front desk (especially Irene) to dining room staff ( especially Lydia) and to the efficient room service and cleaning staff. Well equipped gym. Beautiful pool. The single exception to this review is a suggestion re the pool. Railings are needed to enter and leave the pool and to ascend and descend the stairs. To avoid any danger of falling while accessing the pool this area needs attention. We love Puebla and Banyan Tree hotel and will definitely be back. Visitors from Canada
- Einon_E_Mouse (8/5): Overall excellent, let down by an average breakfast. - The Banyan Tree is a beautiful hotel. The room was large, well-appointed and had a great bathroom. The public areas had large open plan areas in which you felt you had your own private lounge. Floral displays were stunning, as was the artwork around the hotel. The pool area and restaurant was another beautiful area for relaxing after a day sightseeing in Puebla. The hotel is a short walk from the many attractions, bars and restaurants that Puebla has to offer. American Breakfast was OK at best. Disappointing and not living up to the Banyan Tree brand. Staff were very friendly and professional. Overall an excellent experience let down by breakfast, hence 4*.
- Barbara (10/5): Nice , with exception of not having the room I booked - Everything was beautiful except for the fact. I had reserved a 2 bed room. They were not able to provide that for us They gave us a cot which was not very comfortable for my adult daughter to sleep in Location, staff,
- SOJUNG (10/5): - great
- Charles (4/5): Overrated - food in italian restaurant, chello, was terrible. Returned the pizza (tasted like cardboard). Service was ok. Then went to breakfast. That restaurant opens at 7, arrived 7:30, and nothing was set up and noone really cared. This is not typical of the Banyan Tree glagship.
- Shuangxia (10/5): - I like this hotel, everything is perfect!
- MARISOL (10/5): - Very friendly people, very clean place, staff is very polite, we enjoyed our staying.. we will definitely come back. Love it!
- Leigh (10/5): Exceptional - This was my third time staying here, and I can happily say each time I've been nothing but impressed with the quality of this hotel. Every detail is thoughtful, considered and beautiful. The staff is exceptional. The view from the rooftop is jaw-dropping. As always, I'm looking forward to next time.
- ChicagoMan09 (10/5): A genuinely perfect experience - I cannot say enough good things about my stay. Beautiful facility and room, great rooftop pool with fantastic views, excellent breakfast and a top-notch staff – from the front desk to the restaurant to the room service team to the staff at the rooftop pool and restaurant– who went out of their way numerous times to make my stay a wonderful experience.
- Glenn (10/5): Exceptional -
- Peter (7/5): Good - Best beds in Mexico
- Lluvia (10/5): - Great experience staying at this Hotel, service was great and the food delicious
- Charlin (5/5): Passable - Location and rooms are amazing, beautiful and comfortable. The staff is exceptional; unparalleled kindness and warmth. Service alone is worth returning. Bathroom had a foul smell, bath tub not clean, probably oiled or treatment not removed properly.
- Julian (6/5): Disappointed Stay at Banyan Tree Puebla - Disappointed. I was staying at a highly rated hotel and it was not. Both bedroom lamps did not work and they had to fix them. The Nesspresso never worked. The bathroom had broken tiles and a small hole in the wall. The room was far from impeccable. We had dessert in the restaurant on the 5th floor and the cheesecake was rancid and I returned it. The food in the other restaurants was okay. This place needs new management and an investment in making it better.
- Arun (10/5): - Great location, amazing views from rooftop dining/pool area, good dining optione
- Alexander (8/5): Very good -
- Alexander (8/5): Very good -
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