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