The breakfast was good, however they charged us for our son. Even though we put 3 people in the reservation. The location was very close to everything, but the traffic was bothersome. The lobby was on a street, a public one. We could hear honking everywhere. It was also a bus stop, and there were people that weren’t staying there laying on the buildings.

The location, staff, coffee, room size, the food at the restaurants. They tried to charge us 2x for the breakfast.

From the moment you enter the lobby at the Banyan Tree Puebla, and you notice the subtle citrus scent filling the air, you realize you're in a special place. And based on the three days we spent there, the high expectations created by that thoughtful citrus detail are met over and over again. My family and I planned a trip to Puebla and made too many reservations. Tania, from the front desk, met us upon our arrival, explained our options, didn't pressure us to choose the most expensive one, and made us feel very good about the rooms we chose. She was so thoughtful and friendly throughout our stay that we felt very well taken care of and look forward to returning at the soonest opportunity. Our room was clean, spacious, luxurious, and very well designed. The whole property is beautiful and very well maintained. The rooftop pool is gorgeous, and the evenings we spent swimming, eating, and enjoying the sunset were absolutely delicious. Marco, our waiter at the pool, made the evenings we spent there delightful. He was attentive, funny, and friendly and provided great service. I'm not sure if there is truffle oil on those French fries, but whatever it was, they are delicious. When I asked my wife what I should write in my review of the hotel, she said, "that I don't want to leave." All eight of us felt that way, and can't wait to go back.

There are so many great restaurants in Puebla that we only had one meal in the restaurant downstairs (as opposed to the one by the pool), and that meal was an unremarkable late breakfast. The food was fine, but in a hotel where everything else is superlative, that safe and uninspired meal was the one (barely) off note.

We had stayed at this property several times while it was operated by Rosewood. Still a fabulous stay. Beautiful property & solid location (easy to walk everywhere & to drive in/out of town). The view from the rooftop bar/pool is excellent, the rooms are decorated beautifully, it’s so peaceful/quiet at night & beds are comfy.

I called to request an early check-in, if possible, before we arrived (& also let the woman at the front desk know we’d be checking out before 7am on departure day). We were driving into Puebla from several hours away & didn’t know if we’d arrive a little early. She explained that check-in was at 3pm & we didn’t pay for the room before 3pm so we couldn’t have the room before then esp when we weren’t paying for it & so on & so on. It was odd. Just say you’re going to make a note but can’t promise anything. Just say no or a room isn’t available or isn’t clean or whatever. That’s okay. But lecturing a guest that they haven’t paid for the room until 3pm & any moment before that time is anathema to the hotel is odd.

The food is good overall, if you pay the extra 15 USD for the Brunch option is totally worth it, I do have to mention that the staff is great, Enrique at the Front desk was beyond attentive, the room exceeded expectations so was the bed.

The hotel had a little inconvenient with the water supply on our last day, but they were so kind to extend the checkout until we wanted. It was repaired under an hour so no biggie

the decorative style of the hotel was beautiful. It was always clean and smelled like oranges, the staff were incredibly friendly and attentive. there are 4 restaurants in the hotel to choose from, which was a huge bonus. the room was kept clean snd restocked. the cleaning crew came twice a day and were very efficient. not in the center of the town, but only a 15 minute walk to the zócalo, shops, restaurants, and other tourist attractions.

Everything was excellent, the staff was so pleasant, respectful and very accommodating. All STAFF DESERVE A RAISE !!!

I didn’t like how rude and snobby some of the customers were towards the staff. Y’all really need to learn some respect and need to be humbled really quick. Just because you're well off, means nothing!

In summary, my stay at this hotel was an absolute delight. The combination of outstanding service, luxurious accommodations, delectable dining, and convenient location exceeded my expectations in every way. I wholeheartedly recommend this hotel to anyone seeking a truly remarkable and memorable experience. I can't wait to return for another visit in the future!

Nothing

This hotel is gorgeous and such an incredible value for the money. We loved the room with a very comfortable King sized bed and the soaking tub plus insane shower with dual shower heads. We also loved the rooftop deck with a lovely pool. It's the best place to sit with a cocktail and watch the sunset. The grounds themselves are lovely and they had great facilities. We also liked the location as it was a short walk into town but outside of the hustle and bustle.

I do wish the staff would have been better at check in to explain the facilities. We didn't know that the rooftop Thai restaurant was only open Thursday - Sunday or that there's a "speakeasy" like bar open on the weekends as well. If I hadn't seen it on Instagram we would've missed it.

I loved the hotel itself, beautiful and comfortable, would definitely recommend for adults

I felt that it was more an adult hotel, which is fine, but if you want to travel with your small children I suggest looking somewhere else. Small kids look foward to the pool and the pool area was not an area where kids can splash around and be kids, the tables and lounge chairs are in close proximity to the pool and if a kid made a big splash it would most likely reach someone sipping on their drink or eating their food, and probably not a pleasant experience for them. Only down side for me that travels with 2 kids.

Modern, well designed and just beautiful. I actually liked everything

Maybe the location? You have to walk three blocks to the heart of the old center …but even so you have a very beautiful local food and art crafts market very very closed to the hotel …