酒店回复: Dear Guest,Thank you for taking the time to share your detailed feedback. We are sincerely sorry to hear about the challenges you experienced during your stay. What you described does not reflect the service standards we strive to uphold, and we regret that your visit was far from the relaxing and seamless experience you expected.We apologize for the issues you encountered with your initial villas and for the long waiting times during the room changes. Your comments regarding cleanliness, communication, and the handling of the situation are taken very seriously, and we are reviewing this with our team to ensure these shortcomings are addressed immediately.We also regret any misunderstanding regarding the Rock Pool and the facilities of neighboring properties. For safety reasons, the Rock Pool is currently closed due to natural rockfall risks. As for access to external facilities, these are managed independently by each property and not shared, which can understandably cause confusion. We apologize that this was not explained clearly.Your feedback regarding bicycles, shuttle availability, and your experience at Saffron has also been shared with our management team for review. These insights are invaluable as we work to improve service consistency and guest comfort across all areas of the resort.We truly regret that your stay did not reflect the level of hospitality we are committed to providing. Our management team will be reaching out to you directly to further address your concerns and offer appropriate follow-up.Warm regards,Andrea Salazar
酒店回复: Dear Guest,Thank you for your wonderful feedback and for choosing to return to stay with us once again. We’re delighted to know that the views, facilities, and service continue to impress you, and that you enjoyed the new breakfast buffet selection — especially the smoked salmon!We truly appreciate your loyalty and look forward to welcoming you back for many more memorable stays in AlUla.Warm regards,Andrea Salazar
酒店回复: Dear Ms. Yang, Thank you for such a wonderful review. We are truly delighted to hear that your trip and stay with us were absolutely fantastic. It’s a pleasure to know that you enjoyed the front desk service, the special gift, your private transportation, and the peaceful bonfire experience in the evening.We are also happy that you appreciated the freshly prepared breakfast and that everything felt perfect for you. Your kind words mean a great deal to our entire team, and we truly look forward to welcoming you back for another unforgettable stay.Warm regards,Andrea Salazar.
酒店回复: Dear Guest,Thank you for sharing your thoughtful feedback. We’re delighted to know that you enjoyed the peaceful desert surroundings, the comfort of your villa, and the coolness provided by the air-conditioning during the warm weather. It’s wonderful to hear that stargazing and the natural beauty of Ashar Valley added to your stay.We’re glad our golf cart service and convenient access to Maraya enhanced your experience, and we appreciate your recommendation regarding transportation to town.We look forward to welcoming you back to Banyan Tree AlUla for another relaxing and memorable visit.Warm regards,Andrea Salazar
酒店回复: Dear Mr. Matthew,Thank you wholeheartedly for sharing such an extraordinary and heartfelt review. It brings us immense joy to know that your stay felt like a true “home” in the desert and that our team made you feel welcomed, supported, and never alone throughout your visit.We’re delighted that the check-in experience felt seamless and thoughtful, and that the buggy service was prompt and convenient during your stay. Your kind words about our team treating you like a friend mean so much, they will be thrilled to know they made such a positive impact.We’re also very happy that you enjoyed the many highlights of the resort, from the breathtaking scenery at the Rock Pool and the unforgettable views of the Milky Way, to the Thai flavors at Saffron, the seafood pasta at Harrat, and the magical bonfire evenings. It’s wonderful to hear that the free transfer to Maraya added even more convenience and enjoyment to your experience.Most importantly, thank you for trusting us despite any language challenges. We are delighted that our team’s patience and care helped you feel understood and at ease at all times.Your review truly touched us, and we are grateful for your recommendation. It would be our great pleasure to welcome you back to Banyan Tree AlUla for another memorable and meaningful stay.Warm regards,Andrea Salazar
酒店回复: Dear Guest,Thank you for your wonderful feedback. We’re delighted to know you enjoyed our impeccable service and the warm hospitality of our team. It’s also great to hear that our convenient proximity to Maraya and the generous, brunch style breakfast selection added to your experience.We truly appreciate your kind words and look forward to welcoming you back to Banyan Tree AlUla for another memorable stay.Warm regards,Andrea Salazar.
酒店回复: Dear Guest,Thank you for your lovely review. We’re delighted to know you enjoyed our stunning canyon views and that our service and facilities made your stay memorable. It means a lot to hear that you wished for more time to relax and explore the many experiences we offer, from dining and cycling to the gym and beyond.We truly hope to welcome you back soon so you can enjoy even more of what Banyan Tree AlUla has to offer.Warm regards,Andrea Salazar
酒店回复: Dear Guest,Thank you for your kind feedback. We’re delighted to know you enjoyed the spacious and clean room, our beautiful canyon setting, and the rich breakfast offerings. It’s also wonderful to hear that our shuttle service and friendly team helped make your stay comfortable and enjoyable.We look forward to welcoming you back to Banyan Tree AlUla for another memorable visit.Warm regards,Andrea Salazar
可以的 房间很大水果每日换新 水免费喝的 环境一流而且早餐是真的很不错 松饼一定要吃 还有这个🥚 晚餐推荐这里的泰国餐厅 味道可以
特别差,对中国人区别对待,去的很早,给我安排的是最差的房间,当时提出想换一下好景观的房,因为特意过来体验的,前台人员研究了半小时,最后告诉我没有,最后一间房,当场就很生气,提出质疑,这才说有,明明就是有好景观的房间,不给安排。延时退房也特别差,说的可以延时,打电话问,只给延时10分钟,前所未闻!我说等buggy车就等了半小时,我才到房间,怎么可能10分钟退房!酒店也毫无歉意,服务水准极烂,一点都没有基本的礼仪和欢迎,准备投诉到悦榕庄总部!!歧视中国人,服务态度极差!!!
1、下午check-in之后第一个房间空调是坏的,等了一个小时换了一个景观和隐私性都很差的房间,并且房间一进去满地泥脚印,从2点多等到6点,酒店才给换新的正常的房间。
2、酒店态度极其傲慢,打电话来到房间问我们晚上是否还想继续住在这里,意思就是不住给我们退钱走人。
3、泳池在维修,我们说希望去habitas的泳池,酒店说需要额外付费才能让我们去泳池,大家刷到很多帖子都说了设施共用,我们尝试沟通无果,最后没有去成。
4、从我们入住第一天到我们离开最后一天,自行车都没有送到,酒店回复说有waiting list,但是整个酒店区域只有早上7点,上午11点,下午6点可以免费送客人去音乐厅,饭点去藏红花泰国餐厅,其他酒店内所有区域都没有接送,意味着如果你没有自行车,在酒店区域内你只能去这两个地方,但是整个住酒店的过程当中我只见过两个人骑,所以我也很好奇,到底是谁在用自行车。
5、藏红花泰餐踩大雷,米其林里算非常一般的,人均700+。
总结:如果你想花钱生气,当我没说,整个下午都在和酒店扯皮,直到我们check out的时候,还有四个刚来的客人和manager在疯狂吵架。
区别对待就是区别对待,回来第二天就看到有人被你们送到隔壁泳池去拍照了,本来不打算说啥了,你要这么说哪我必须发邮件到全球总部去投诉你们,搞这一套,搞笑
在风景里的酒店,第二次入住,还是那么好。景观好,设施好,服务好。现在的早餐改为自助餐了,有烟熏三文鱼,很棒。
非常棒的一次旅行居住!前台接待很好,还送了礼物,去哪儿都是车接车送,晚上独享篝火,早餐现做的,真的简直不要太完美
酒店在度假山谷里面,环境和卫生情况都很不错。房间有三个空调呼呼吹,虽然外面很热,室内还是很凉爽的。周边一片沙漠,很适合发呆,晚上可以看星空。就是离城镇比较远,建议有自驾车。从停车场到房间有免费高尔夫车接送。有名的镜面音乐厅就在度假村内,自己有车的话很方便前往。
满分体验!这是我在沙漠中遇到的最贴心的“家”
因为和悦榕庄是一个集团,所以全部公共设施都和Banyan Tree AlUla共用!
先夸爆神仙服务!刚到酒店check in时,我只需要递上护照,一位工作人员立刻帮我办手续,另一位就耐心给我介绍酒店设施——等我听明白所有注意事项,房卡已经妥妥交到手上了!这效率和贴心程度,我真是第一次遇到。
入住后全程靠高尔夫车代步,本来还担心不方便,结果每次叫车都超及时,10分钟内必到,完全不用等。最感动的是,虽然我一个人旅行,但工作人员都把我当朋友一样热情,全程没觉得孤单,反而超有归属感。
再说说必体验的亮点:
• 岩石泳池:比网上照片还美!实景更震撼,随手拍都是大片,这趟行程的“颜值担当”非它莫属。
• 餐饮:泰餐厅的炒饭喷香,茄子酱直接封神;全日制餐厅的海鲜意面也超入味,连吃两晚都不重样。
• 篝火与银河:晚上的篝火活动太绝了!围着篝火抬头就是清晰的银河,我终于拍到了人生中最清楚的银河照片,幸福感爆棚。
• 免费接送:酒店还提供免费车送我去镜子音乐厅,近距离看那个绝美建筑,真的被震撼到说不出话。
最后必须提一句,我英语不太好,很多时候表达不清楚,但工作人员都超级有耐心,一点点猜我的需求,全程没让我有任何尴尬。
总之,这是一次无可挑剔的旅行!从景色、服务到细节,都配得上“无与伦比”四个字。已经开始期待下次再来了,绝对会推荐给身边所有朋友!
无可挑剔,员工服务特别亲切到位;距离maraya只有5分钟的车程;早餐的更像是早午餐,种类丰富,果汁新鲜。
一个酒店拥有一整个峡谷的风景,酒店服务和设施真的基本无可挑剔。这次时间太短,真想多在酒店躺一躺,探索酒店的服务。比如餐厅、骑车、健身房等。
房间面积很大很整洁,就坐落在峡谷之中,早餐品种也很丰富,出入去哪里都有接驳车接送,服务人员态度也都很热情友好