Banyan Tree Higashiyama Kyoto

There is a lot going for this hotel. The building, grounds, and rooms are stunning, and the natural onsen baths / spa could not be better. Located near a super busy, loud, touristy area, the hotel itself feels like a silent oasis, even though it's just up the hill from all the madness. To a person, the staff were sweet, kind, and extremely eager to please. Special thanks to William, the lovely man at the front desk clearly doing the work of at least 3 people, who did so much to enhance our stay. BUT. Believe it or not, despite being quite expensive, and part of a huge global brand, this hotel has no concierge. Not really. We asked early on to speak with the concierge for some Kyoto recommendations, and were put in touch with someone via Whatsapp. Right away, something felt off - all of the concierge's texted suggestions were identical to the top answers we got from google, and the stilted, repetitive nature of the texted language felt more like chatting with an AI bot than a human. When we texted this number we only sometimes got answers, but sometimes no reply at all. We finally said something when we'd asked the concierge, via text, to call 3 restaurants the next morning to ask about cooking without butter (we're dairy free) and make a reservation for us. Over text, the concierge said they would do so. And then, the next day, they just did not. And did not respond when we texted to check in about it at 11am, and again at 12:30, and again close to 2pm. We finally received an apology, but no real reason given for not making the calls, just the same stock phrases, over and over. As the Banyan Tree Kyoto managers surely must know, a concierge should be someone with tremendous, intimate knowledge of the city, and an easy, fluent, fun communication style. When we stayed in Tokyo (shout out again to Eugene, the concierge at 1hotel!), our wonderful concierge recommended amazing spots only a local would know, which added tremendously to our stay. Thanks to him we ate at incredible restaurants and saw places in that city that no google or AI search could summon. In contrast, the "concierge" at the Banyan Tree is a sweet, somewhat awkward, visibly overwhelmed man from outside Japan, with no real knowledge of Kyoto, and only a decent facility with English. He'd clearly been told to google stuff for guests when asked, which is miles away from what a real concierge at a property like this should be doing. In making this inappropriate hire, and then failing to train this poor man properly, management has put him in an extremely unfair position, while denying guests the insider track on Kyoto eateries, sites, bars, shops, and all the rest of it. This is management's fault, not his. They should know much better. The manager who eventually spoke to us apologized profusely, and said, "Kyoto is an ancient city with many restaurants" as the explanation for what had gone wrong, which makes no sense whatsoever. We ordered room service twice - both times our fries arrived cold, and the second time the meal took an hour and twenty minutes, when we had been told it would take 20 minutes total. If I hadn't called to check in after an hour, I'm not sure the food would have arrived at all. One last thing. My husband and I stayed at this hotel for 9 days, much longer than the average stay in Kyoto. Maybe if we'd been at the Banyan Tree for only a few days, we would have missed this, but being there for over a week, we both noticed that lovely foreign staff members, folks from outside Japan, at times looked, frankly, scared. You can feel it when hotel staff feel comfortable and at ease, but here many did not. I have no idea what goes on behind the scenes at this hotel, of course, but seeing this happen repeatedly made us both wonder just how management treats the delightful folks working for them, particularly those from other parts of the world. We adored the city of Kyoto, but will absolutely not stay at the Banyan Tree again.

The entry to the hotel after a short steep climb is very impressive. Built in Classical Japanese style the lobby has a beautiful Bonsai tree on the table. Welcome is extended with very tasty Japanese sweets and a drink. The rooms are large comfortable and well equipped. A choice of local Yukata and Kimono dresses are offered to the guests to wear during their stay - giving a fine Japanese flare. The toiletries are high end with good linen. Since the room is styled like a Tatami there are various pairs of slippers provided to be used in room or outside. A little stone is kept in the room to be sprayed with perfumes to bring inner peace. The choice of restaurants is limited but still provides excellent traditional fare with choice of liquor. We had all our meals at hotel and each one was an experience. We were lucky to witness the local Noh performance arranged at the hotel. A fine bamboo garden surrounds the hotel which also has a Bonsai area as well. A very peaceful calming atmosphere all around. Services including turn down in the evening are smooth and efficient. The staff is very polite and courteous in typical Japanese way. In room lights curtains etc. are conveniently remote controlled. Overall a fantastic experience.

The atmosphere here is very quiet and relaxing. The diverse menu features many dishes that are improved and updated daily, offering diners a constantly fresh culinary experience. The staff are attentive, enthusiastic, friendly, and dedicated to every detail. At Ryozen restaurant, diners not only enjoy delicious food but also experience the beauty of traditional Japanese culture and style, creating many inspiring and unforgettable memories. Located within the grounds of Banyan Tree Higashiyama Kyoto, this place offers a luxurious, peaceful, and comfortable retreat. The harmonious combination of exquisite cuisine, Japanese hospitality, and elegant scenery will make every moment more memorable.

For our 13th anniversary on Japan we closed kyoto and were looking for a Special Place to stay at. After several very good experience at other BanyanTree Hotels we closed this one. Banyan Tree Kyoto is,an incredible Place to stay at! For us a perfect example of how modern luxury can blend seamlessly with traditional Japanese elegance. We loved the location being very close from Kyoto’s most iconic sightseeing spots , including Kiyomizu-dera, Ninenzaka, and Sannenzaka. You can go to the Most famous Streets of Kyoto early in the morning or in the evening without the touristic crowds. The rooms are mine blowing! We loved the design, For us it Seelen like a very modern, luxury but on the same Time City Japanese Home.. For the ultimate Kyoto experience, I highly recommend booking a room with a private onsen. The combination of complete privacy and having a private Onzen for your own is fantastic! Banyan tree Kyoto, as well as the previously visited banyan trees in Thailand, Mexico en Morocco, has an excellent staff. Every member delivers genuine hospitality with warmth, professionalism, and attention to detail. Especially Madoka and Daisaku made our stay feel very special! Whether arranging restaurant reservations, transportation, or local recommendations, the service is exceptional! Although the property is only around 2.5 years old, it already feels perfectly integrated into its surroundings. The design combines luxus with natural materials and traditional Japanese design, creating an atmosphere that is both sophisticated and wonderfully cozy. The breakfast concept is different from most luxury hotels. Guests can choose from several thoughtfully curated set menus, including Japanese, Western, Light, and Vegan options, ensuring a personalized start to each day. Another highlight is the incredibly detailed turndown service. Every evening brings small surprises and thoughtful touches that make returning to the room a special experience which we liked a lot! Also the free activities during the week like matcha experience, traditional Japanese shows, meditation are a very nice plus! Banyan Tree Kyoto achieves something very rare: it combines the warmth and intimacy of a boutique retreat with the facilities and service standards of a world-class luxury hotel. In our case the perfect combination for our 4 night anniversary stay in Kyoto. For us a Perfect stay, we will Return soon hopefully!

Beautifully designed boutique hotel with natural spring. Unfortunately the rest of our stay was ruined by the poorest f&b. Staff never got our food right either at breakfast and dinner. from simply forgetting cutlery to getting the wrong food and drinks served. Going or asking for food became a huge point of stress. The phone systen did not work and reception staff had to walk to our room to deal with any queries we had. the menu was small and did not change through out our stay. Often they were short of basic ingredients!! Extremley poor and very basic errors. Generally staff highly polite but useless.