Banyan Tree Puebla

Couldn’t ask for more. This gem of a property has exceptionally friendly service, impeccable cleanliness, and is in an excellent location for seeing the true heart of Puebla. Why anyone would opt to stay in the commercial part of Puebla is lost on me. Walking distance from the exceedingly colorful, charming, and historically significant Pueblo Viejo, this is the place to stay for anyone visiting this largely overlooked city.

From the initial contact when making the reservation until departure, the service is impeccable. If you're looking for a venue that combines elegance, history, and stunning architecture, the Banyan Tree Puebla is the perfect choice for any event. It's a truly magical space, where every corner captivates; its rooftop bar, with its 360° views offering breathtaking panoramas of the city, is a particular highlight. In addition to the excellent service and the warmth of the always attentive staff, its location is unbeatable: situated in a central area yet away from the hustle and bustle, it becomes the perfect getaway retreat. Highly recommended!

If you're going to book this hotel, my best advice is to call ahead and ask if there is a wedding at the hotel that weekend. If so, schedule for a different weekend or pick another hotel. Due to the wedding, Hotel felt understaffed, and the qualify of the food/service felt downgraded as well, also the music from the wedding reached my room although my room was almost the furthest from the reception. (It was that loud). Staff was kind and apologetic. They comped some beverages and meals. I would have been more forgiven if Hotel Manager Manuel Leal replied to my email I sent 4 days ago, but unfortunately I have not heard back from him yet. Hotel felt more like a 4-star than a 5-star. Even on the days where there was no wedding. Location is pretty great.

Beautiful hotel with very nice rooms and very friendly staff. The only trouble for me was lack of knowledge when it came to ingredients for The room service/restaurant/breakfast options. Having dietary requirements made it a bit tricky

Overall a great hotel. Services and staff are genuinely nice and very helpful. Giovanni and many other people we met in this hotel set a great example and high bar for hospitality! Unfortunately the AC is not working well so theroom is a bit too warm for sleeping. Also some corner of the room is not cleaned very well in my humble openion.

The worst hospitality service ever in a "5-star" hotel. It's anything but a 5-star. It's a shame they prioritize profit over guest comfort. You pay full price and expect mediocre service; 40 minutes for a drink, an hour for chalupas/tacos. A party with wedding music going on at midnight on a Thursday below your room. And that was just the first 5 hours. Truly disappointing.

We are staying at the Banyan Tree in Puebla and really enjoying the property which is not only very beautiful but also very well maintained. Which leads me to the topic of service. Today we had again proof of what service is all about: efficiency, kindness and above all making the guest feel at home. Angela was all that and contributed thus for another good moment at this very nice property.

We booked the Banyan Tree Puebla for a business trip with a group of 13 executives, expecting exactly what the brand promises: a premium experience. Unfortunately, it was one of the worst hotel experiences we've ever had. From the moment we arrived, there was a private event that practically cut off the guest room building: to enter or leave, we had to go out onto the street and access it through a back service entrance. Dinner was chaotic. They didn't have tables available for the group, they improvised the setup, and the service was extremely poor: some had already finished eating while others were still waiting for their food. Drinks never arrived, and we ended up ordering them directly at the bar. The same event was set up right in front of the guest room windows, making it impossible to sleep until the early hours of the morning. This happened on a Thursday during a business trip. The next day, the dismantling continued until after midday: trash, platforms, and visible operations still occupied the facilities. That evening, there was another event, and important areas of the hotel—including the terrace and rooftop—were unusable. Breakfast the next day was once again improvised: no table was set as requested, and we ended up in a private area surrounded by boxes, glassware, and operational materials. Again, the food was disorganized, and the operation was completely out of control. I asked to speak with the hotel manager to provide feedback, but there was no availability; they sent someone else without offering any solution or restoring service. The most disappointing thing isn't that there were operational problems, but that the hotel prioritized events over its guests without transparency or any action to compensate. Frankly, I feel disappointed and cheated. We chose Banyan Tree expecting a luxury experience and ended up thinking we would have had a better stay at a much cheaper hotel for a fraction of the price.