Banyan Tree Puebla

Our stay at Banyan Tree Puebla was unforgettable. From arrival, we were welcomed by the staff’s genuine warmth and attentiveness. The hotel captures the soul of Puebla, blending historic charm with understated luxury and thoughtful design. A highlight was the 360-degree rooftop view, where we took in the cityscape with an active volcano glowing at sunset. Watching the sky shift in color as the volcano loomed in the distance was a breathtaking, surreal experience. The spa was another standout—an oasis of calm. With its serene atmosphere, expert treatments, and elegant design, it offered a deeply restorative escape. Overall, every moment felt effortless and special. This is a place to slow down, take in extraordinary views, enjoy a world-class spa, and create lasting memories. A remarkable hotel we would gladly return to.

The hotel is very well located, and honestly I have no complaints at all. The only downside is that, once you stay here, you’ll have to make a tough choice: either stay in and enjoy the hotel (because you won’t feel like leaving) or go out and explore the beautiful city of Puebla. The attention to detail, cleanliness, and service are outstanding, not to mention all the little touches that make your stay truly unique. Both dinner and breakfast were excellent. If you want to discover Puebla, or simply take a getaway and stay at one of the best hotels you’ll ever experience, I definitely recommend staying here. Thank you for the thoughtful gesture during my birthday week ❤️

Staff is attentive. Technology is dated. Paid extra for Urban Bliss room, but felt ripped off. Overall stay was less than satisfactory. The room I stayed in (Room 417) was loud, bright, and very warm. I would avoid this room at all costs. It’s situated right under the gym, so you hear all the gym activity, which is not ideal when you’re trying to enjoy a peaceful morning in. The room partially faces a busy street, so street noise is heard. The curtains are hung so that light floods the room as the sun rises, and there’s no blackout. The room temperature would not go below 21° even though it was set to 18°. We had trouble connecting to the TV for streaming (outdated system), but was fixed when they installed a Roku. I think there was some event going on, but every morning we heard some guy yelling into a PA system and then music blasting. Only saving grace was the great water pressure in the shower. EDIT - 19 May 2026: Dear Manuel, I appreciate the apology. My husband was approached by staff while he was picking up a delivery and had his hands full. He informed them that he didn’t know what I my complaints were and would call down after he confirmed with me about it. Regardless, I had asked to be contacted via email when I submitted the survey.

We had an amazing two-night stay. Everything exceeded our expectations, but what truly made the difference was the outstanding service at the front desk—especially from Uriel. We were celebrating my wife’s birthday, and the team went above and beyond by decorating the room beautifully—it was such a thoughtful touch that made the occasion even more special. Uriel was incredibly professional, attentive, and proactive. Any situation that came up was handled quickly and with a level of problem-solving that went well beyond a typical five-star experience. It’s rare to encounter someone so dedicated to making guests feel comfortable and valued. Thank you, Uriel, for making our stay so smooth and memorable. We will definitely be coming back.