Dear Kieran 11,

Thank you for your comments and we are pleased to see that you thoroughly enjoyed your stay with us.

Every season has its own unique settings in Hangzhou, which makes it a very attractive destination all year round. The Westlake area is indeed more busy in the summer months, but our Concierge team will be happy to assist and suggest you the best timings to visit.

We hope to be able to welcome back again in the near future, so you may experience the many services we have on offer

Warm regards,

Pascal Eppink
Area General Manager.

Dear TravelAllDay2011,


Thank you for your valuable feedback regarding your stay in Banyan Tree Hangzhou.


Please accept my apology for the disappointment you have experienced. We continuously strive to improve our product and services based on feedback such as yours.


It is indeed disheartening to know our product and service was not up to your expectations especially your comment on the quality of food served during breakfast and the ongoing construction work nearby. The entire Westbrook compound is scheduled to be completed by 1st Oct 2011. Once the other resorts start operation, the taxi frequency will increase and we are also reviewing in providing shuttle services for our guests to downtown & key tourists’ attractions.


Your comments on the food quality and spa hardware issue have been raised to our F&B Manager and Spa Manager for their review and to look into ways for improvement.


I apologize on the misunderstanding of our encounter. Please allow me to explain that your letter has been shared with our management team during the morning briefing and I wanted to meet you personally during breakfast at Water Light Court. However as you were having breakfast with Ms Josephine, I do not want to disturb you too much, which resulted in our short conversation to convey the message.


With the knowledge of your itinerary for that day, I had informed my colleague to ensure that taxi to be arranged for departure on time and to extend a late checkout as you will be leaving at about 1345hrs. I am really sorry that my approached did not meet your expectation.


Thank you once again for bringing your experience to our attention and please accept my apology for not handling your disappointment well.


Kind Regards,

Desmond Tan
Area General Manager