Banyan Tree Bintan

Having stayed here five times since 2022, I know this property well and genuinely love what it offers, the setting, the villas, and the overall experience is hard to match near Singapore. However this stay was significantly disrupted by a recurring bat roosting issue on the balcony. Over two days the team attended four times, each time arriving with nets too short to reach the roof. The same inadequate equipment, the same ineffective approach, repeated four times with no one thinking to escalate or try something different. Basic problem-solving was absent at every level. When a supervisor finally visited after my request, rather than acknowledging the repeated failure, his initial response was to deflect indicating this was simply a nature occurrence. This was despite my repeated clarification over WhatsApp that the issue was not bats flying by, but multiple bats consistently roosting in the same spot, returning after every intervention and leaving droppings across the balcony floor. The deflection continued until I mentioned I would be reaching out directly to a senior member of management I had interacted with previously. Only at that point did the approach change entirely. The team returned and installed a simple moth ball deterrent in the roof. The entire fix took 15 minutes. The bats did not return after that even on the next day. A two-day recurring issue that disrupted a significant portion of my stay resolved in 15 minutes once management accountability entered the conversation. No returning guest on their fifth stay should need to name-drop senior management to receive a fix that was available from day one. The failure here was not isolated, it was systemic. Nobody owned the problem. Nobody escalated. Nobody thought to try a different approach. The instinct at every level was to apologize and repeat the same ineffective action rather than actually solve the problem. This property has genuine strengths and I have recommended it to friends in the past. But a service culture that requires guests to manage their own problem resolution is not acceptable at this price point.

the best hospitality of restaurant staff sendy and chefs

From the welcome at the very start of the visit up until the last night when the housekeeping team dressed our room up with flowers and candles, the whole thing was magical. Great food, great service from everyone. Everyone was very friendly too, which we loved. Special thanks to Lilik, Darwis, Wendy and Hamid for dressing the room up. Very special. We will be back!

This was the perfect place to spend a few days after a busy three week tour of Australia. It was wonderful to just relax, enjoy the beautiful surroundings, spa treatments and food. I had a wellness room on the rocks - strongly recommended! The staff are lovely - so warm, attentive and friendly. And great attention to the small details. I now feel totally refreshed and ready for my long haul flight home. Thank you for a wonderful stay Banyan Tree Bintan!

Our recent stay at Banyan Tree Bintan has easily become one of our most memorable family vacations. What impressed us most from the start was the exceptional cleanliness of the villa and the entire property. The villa was spotless, and the overall infrastructure across the resort was maintained to an incredibly high standard. It gave us great comfort and allowed us to fully relax throughout our stay. The service was equally outstanding. Every staff member we encountered was warm, attentive and genuinely sincere. It is clear that this level of consistency can only be achieved by a passionate and dedicated team. Their attention to detail and care made our stay truly special. We stayed in a two bed rooms villa with an infinity pool, which was perfect for our family and will always hold a special place in our memories. The privacy, layout and overall experience were exactly what we were looking for. My wife mentioned that having a more shaded pool would make it even better, but overall, we were extremely happy and would gladly return to the same villa, or explore an even better option next time. Our kids had an amazing time and are already asking when we can come back again. That, to us, says everything. One thing we missed was not realizing that there were additional activities for kids at the nearby Cassia Hotel. We will definitely plan ahead for this on our next visit to make the experience even more complete. Overall, Banyan Tree Bintan delivers on every front, cleanliness, service and experience. Highly recommended for families looking for a relaxing and high-quality getaway. We are already looking forward to returning.