Stayed at Banyan Tree Bangkok and dined at Vertigo to celebrate my partner’s birthday. The experience showed a significant imbalance between the restaurant and hotel operations.
The dinner at Vertigo was exceptional. The restaurant staff were genuinely warm, attentive, and made the birthday celebration special with thoughtful singing and photos. This was undoubtedly the highlight of our stay, and we truly appreciated their hospitality.
However, the hotel experience did not reflect the same standard and fell short of expectations for a luxury property.
Despite informing the hotel in advance about the birthday celebration, there was a clear lack of coordination between departments. The restaurant staff were not aware that we were hotel guests, which reflects a breakdown in internal communication.
In addition, there was no birthday arrangement or in-room setup prepared, which was disappointing given that the purpose of the stay was clearly communicated in advance.
Another major issue was the lack of communication regarding guest benefits. We later discovered that hotel guests were entitled to complimentary drinks and access privileges at the rooftop bar, yet none of these stay benefits or privileges were explained to us at check-in or during our stay. Missing out on included guest entitlements due to a lack of communication was particularly disappointing and significantly reduced the overall value of the stay.
Operational guidance was also insufficient. Our room was located in a different elevator zone, yet no clear instructions were provided on how to access the restaurant. We had to return to our room and call for directions despite having a confirmed reservation, which should not happen at this level of hotel.
Room conditions also require attention. The corridor had an unpleasant odor, room doors were extremely heavy and slammed loudly throughout the floor, the shower design caused water to leak outside the bathroom area, and a flashing fire alarm indicator near the bed affected sleep quality throughout the night.
In addition, maintenance issues were noticeable. The shampoo dispenser was partially malfunctioning, only releasing a very small amount with each press, which further reflects a lack of proper room upkeep.
Even basic in-room amenities were not carefully considered. Slippers and bathrobes were provided in mismatched sizes (one large and one small), which suggests an assumed male-and-female guest setup rather than consideration of the actual guests. For two female guests traveling together, this felt inconsistent with standard hospitality practice, where amenities are typically standardized or confirmed in advance.
Overall, the restaurant delivered an outstanding and memorable experience, but the hotel operations, guest communication, room quality, and internal coordination were not aligned with the expected standard of a luxury hotel.
While Vertigo was excellent, the hotel stay itself did not deliver the luxury experience we expected.
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