From check in, Enrique helped us and we had a very good stay. The view from the pool was great and the rooms were nice. Staff was really present and helped us fix a few small incidents. Our stay at the hotel was a really good experience.

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 …

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

Design

Breakfast

The aesthetic and decor.

The sheets and towels were old, no matter how many times we changed them. We kept finding stains and marks, even if they were clean.

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.

The hotel architecture and decoration are magnificent. Bed and linens super comfortable, amenities in the room very nice.

My room was under the pool in the fourth floor and the noice of the recirculating pump was unbearable inside the room late at night and then again very early in the morning, also the noice of the restaurant chairs upstairs are very uncomfortable inside the room. The bathroom in the room had a bad smell to sewer too. Dinner at the Saffron restaurant was disappointing as well, we were assigned a waiter with no knowledge of waitering at all, he did not know how to take an order, he could not take our food order, after 3 tries we had to call the manager, we did not get silver ware, napkins, etc. he would bring our beers closed and no glass, afterwards he brought glasses with ice (for the beer). Lack of most basic service skills that are not aloud in such a fancy and pricy establishment.

bed and bed linen excellent

the service was not up to Banyan Tree standards we found a live and kicking cockroach in the bedroom and staff were not too concerned or even apologetic did not offer any form of apologies very upset

beautiful hotel and lovely rooms with huge bathrooms.

rooftop pool.

beautiful design, presentation of the food

The menu. no mexican options.

Everything was perfect.

Another Guest had a crying dog in their room 😔

location

i liked this property and staff better before it was banyan treee

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.

the staff and service was amazing