Banyan Tree Puebla

Irene was simply wonderful to us and helped us in so many ways. We really enjoyed meeting her. I have stayed at many 5 star hotels over the years but this property and the staff are truly special. It’s so elegant and beautifully designed. Everyone is so welcoming — from Johan (John) to the staff at breakfast to the team at the pool. We enjoyed our time here so much that we booked one more night at Banyan Puebla! I would love to come back here once a year!

We had a wonderful stay at Banyan Tree Puebla! Our beautiful suite had a breathtaking view of the Popocatépetl volcano. Everything was spotless, and the service was exceptional. The shower was honestly the best we’ve ever had! But above all, it was the incredibly kind and welcoming staff that made our experience truly unforgettable. Highly recommended!

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.

I have been meaning to write this review for ages and really felt I owed it to the wonderful staff to do so. |This is a lovely hotel, a very short walk from the centre of town. |The decor is beautiful and the all the staff we encountered were very helpful and friendly (which was in stark contrast to the hotel we had just come from in Oaxaca)|The rooftop pool area - whilst not vast has a great view of the beautiful church next door. |We also liked the hotel location, yes it's not IN the centre of town but it's literally a few minutes walk away.|Our room was wonderful, bright and airy with all the mod cons you need.||We ate in the Thai restaurant and the Italian, great food and service (although I'd say the lighting could be adjusted down in the Italian as it was a little bright)||On our first night, I was taken unwell when we were dining in the Thai restaurant (nothing to do with this hotel, I picked up a bug from the previous location) the hotel GM (Manuel Leal) was immediately on hand and went above and beyond to make sure I was ok and called a first aider to look me over, he also personally escorted me back to my room to make sure I was ok. They also called me the next day to check I was feeling better. ||It was clear that the GM was and is a visible manager, we saw him often around the hotel (he always came over to say hello) and it seemed he and all the staff we encountered cared about customer service. (so many hotels try at this but don't deliver- The Banyan Tree Puebla delivered) |We would stay here again in a heartbeat if back in Puebla. (and it was my partners favourite hotel in all 5 hotels we stayed at in this trip to Mexico)|.|Thank you again to Manuel and all the team for looking out for me and making our stay very comfortable.

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.

Stayed here with a friend for 2 nights in February 2025. For a Banyan Tree this was very affordable. The hotel is a 5* in terms of amenities and service. The location is perfect for discovering Puebla and the surrounding areas. Ubers are cheap if you want to travel to Cholula or anywhere else. The pool is small but nice and located on the rooftop. We also tried the spa which was excellent. Amanda our therapist was amazing. However, we were shown two different menus so make sure you see the larger menu which is cheaper and has more options. The breakfast is good. We did eat in the Italian restaurant which wasn’t that good. I would avoid eating at the hotel and enjoy all the amazing restaurants in Puebla. The rooms are super comfy and there is a nice sized bathroom with both a bath and shower.

Very much enjoyed our stay! My sister and I particularly enjoyed the art in the hotel and the beautiful setting and views.||We had a small incident - a member of the staff entered our room unannounced one evening by mistake. We hadn't attempted to lock the door from the inside. To my dismay, I learned after that that the inside lock wasn't working! The hotel staff were very apologetic both that the incident happened and that they couldn't fix the lock immediately. We used the do not disturb sign from that point on and had no more trouble. The general manager sent us some treats by way of apology.||It's, of course, a serious problem, but the staff did everything they could to address it, I assume they will fix the lock, and it pains me to even have to mention it because of how welcome we felt there and how much we otherwise enjoyed our stay.||I had an excellent massage. We enjoyed the food in the restaurants, and we found the location very useful. We walked every day about ten minutes to reach the Central area, with its myriad of restaurants, historic sites, and plazas. The city itself is, unfortunately, a bit run down, with trash, graffiti a d some buildings not well maintained, but not much worse than, say, Paris.

This hotel was a last-minute change by our travel company and was definitely an upgrade. Service, room standards, and amenities were the typical, high standard we've come to expect of Banyan Tree.|The room was huge and very comfy, and although there was a music event opposite the night of our stay, it didn't bother us.|The location is near a fairly busy road junction, but still easily walkable into Puebla centre in 10-15 min easy, safe stroll. There is some road noise up on the roof terrace, but it was still a nice place to chill, eat, and have a pre-bed drink.|Food and drink were great, but pricier by Mexico standards. Breakfast (included on our rate) was varied, very well done, and HUGE!|Would we stay here again - absolutely.

Positives: hotel is gorgeous-very luxurious looking Rooms are beautiful have everything we needed. Service is great- nice employees willing to go the extra mile Food is delicious-24 hour room service was so nice! Good AC Needs improvement: 9:30 pm turn down service was not mentioned and room service opened the door after one knock and woke up my baby who was crying and wouldn't go to sleep til midnight -served vinegar in my water with my breakfast nearly spit it out...not sure what that was all about. Maybe they didn't finish cleaning the glass? Left a bad taste in more ways than one -SO noisy, can hear all the cars/trucks/honking etc. also if anyone is outside the door in the hallways you can hear everything from voices to loud slamming doors etc. was not relaxing when trying to relax! (Or put baby down for a nap) Overall beautiful hotel but would prob stay somewhere else next time we are here.

The AC on room does not work good. If you want want to stay I recommend you to have them triple check to make sure it works.. I'm not coming back

Fantastic hotel, service and attention and second to none, rooms are very comfortable and luxurious.