Banyan Tree Higashiyama Kyoto

Everything was superb with the one exception, for an onsen hotel that have one of the selling point, in room onsen bath, the water was just regular hot water, why would I need to stay at an onsen hotel with in room onsen bath if any bathtub with hot water would do? Trip.com site did not specify that it wasn’t hot spring water. But luckily there was a better room with actual hot spring water supplied to the room available for upgrade, so I spent the extra to make my stay absolutely perfectly memorable.

I enjoyed hotel. All the staffs are helpful and kind. The food is so delicious. We had a great time there.

Dear Sir/Madam, I recently had the opportunity to stay at your hotel, and I would like to share my experience with you. First and foremost, I want to express my gratitude for the exceptional design and comfort your property offers. Kengo Kuma’s architectural brilliance, with its use of natural wood, thoughtful lighting, and integration of art pieces, creates a stunning and serene atmosphere. Additionally, the comfort of the rooms, the quality of the materials, the size of the beds, and the premium linens were truly impressive. In terms of design and comfort, your hotel sets a remarkable standard. However, I did encounter several service-related issues that I believe could be addressed to enhance the overall guest experience. I would like to share these points in the hope that they are helpful for future improvements: 1. Breakfast Lounge and Sushi Area: The proximity of these two areas creates a strong odor upon entering, which can be unpleasant. Improved ventilation could easily mitigate this issue. 2. Food and Beverage Service After Breakfast: The lack of food and beverage service after breakfast hours was inconvenient. At the very least, providing a space for guests to enjoy tea or coffee would be a welcome addition. 3. Room Service Availability: After a long journey, I was surprised to learn that room service was unavailable and that only rice balls could be provided. Expanding room service options would greatly improve the guest experience. 4. Flexibility with Breakfast Hours: Due to the time difference, I arrived slightly late for breakfast at 10:10 AM and was informed that nothing could be served. Even my request for tea did not receive a clear response. Greater flexibility in accommodating guests dealing with jet lag would be highly appreciated. 5. Lobby Services: The inability to offer anything to drink or even host a guest in the lobby felt restrictive. This could be improved to make the lobby a more welcoming space. 6. Spa Experience: I was unable to experience the renowned Banyan Tree spa as it was fully booked. Expanding spa reservation availability would help meet guest expectations for this signature offering. In summary, while the hotel excels in design and comfort, the service offerings seem to be constrained by rigid rules and limited hours, which can detract from the overall guest experience. I strongly believe that adopting a more flexible, guest-centered approach would significantly enhance satisfaction. If the above issues were addressed, I would certainly consider staying at your hotel again during my next visit to Kyoto. Once again, I want to thank you for the exceptional design and comfort provided during my stay and hope that these suggestions contribute to further elevating your standards. Best regards, next visit to Kyoto. Once again, I want to thank you for the exceptional design and comfort provided during my stay and hope that these suggestions contribute to further elevating your standards. Best regards,