Sofitel Hangzhou Westlake

Great location and service.

Excellent hotel with great buffet breakfast and very friendly hotel staff

Close to westlake.

.

Lovely hotel amazing location

They provided me with free wheelchair service. Everyone there was very friendly. I would like to go back!

Loved staying here!!! Friendly staff. Comfortable and modern room and the highlight was the robots bringing room service. This hotel also offered a free washing machine and dryer to use. This was so handy after days of travelling.

Friendly staffs and very convenient

Good breakfast. Nice environment. Clean place. The staff are nice. But the wifi is not working well.

Very kind staff; amazing location;

Enjoyed completely

Old dated rooms and clean

Very well located, clean, good breakfast

Hotel staff was amazing. Positive attitude to serve their hotel guests all the time. Staff service definitely meets a five-star hotel standard. However, the condition of the room needs renovation. Uneven flooring on bathroom floor. Grout dropped off between tiles were seen around toilet area. Otherwise, had a good hotel stay.

Very nice location and great service👍

5 minutes to West lake main entrance by just walking across underground . Descending stairs but by escalators in climbing back. Near shopping mall walk by 15 minutes. Malls have upper floor restaurants. Notable is Green Tea Chinese Restaurant with reasonably priced food.

Apart from the excellent location, the hotel is poor in terms of its condition. It’s old and dated. Cleaning is inconsistent. There are some serious health and safety issues which we had to point out to the staff to fix them. The staff, however, are very nice and friendly.

close to eatery and lake. very relaxing

Good location, but facilities a bit old.

The Bathrooms need to be updated

Sofitel Hangzhou is located right next to Westlake which is really convenient. Whilst the property is dated, we were surprised by the cleanliness. The staff is super friendly and never fail to attend to our needs. Breakfast was an excellent selection from chinese to western cuisine. They even offer a takeaway service for coffee & tea at breakfast. One downside is the mattress condition; it’s sunken and warrants a replacement.

The staff were very helpful and accommodating. Highly recommended!

Very inconvenient to cross to place of interest. Especially to elderly

It is crossing from west Lake, very friendly staff, great breakfast buffet, nice environment. Love the stay.

Next to the Westlake, very easy to access. Central location

Convent location a block from West Lake, clean comfortable facility, would stay here again.

Clean convenient location. Short walk to West Lake. Easy access to shopping district and restaurants.

Very convenient. We were just across from the lake. Our junior suite booking including daily breakfasts and afternoon teas. Suite was tidied twice a day with fresh fruits provided daily. Hotel drivers offered good rates and good service.

Great location next to the lake

Close proximity to the West Lake makes it easy to assess. There's no lake view from our room but can go to the gardens for that. Room is well taken care of by the service staff, excellent service.

- 5 stars Hotel without good air-conditioner - Not providing convenient room and comfort to the guests. - Staff Hotel not even solving guests complaint. - Air conditioner not running well, noisy room environment.

The housekeeping was not met. The cups weren’t washed. The beds weren’t tided properly. Some of our rubbish was also not cleared away. The service was not what we expected based on the reviews.

Near West lake

The hotel is located cross street distance from the world famous Westlake. The hotel rooms are super clean and spacious. The staff are well trained, but I found the male staff members were less patient than the female staff. Another thing should be improved is the transportation. The taxi or Uber drivers sometimes were not able to drive to the front of the lobby to pick up guests - inconvenient when with luggage.

Stayed for two nights and the experience is fantastic. The hotel is close to metro station and the west Lake is cross the street. Hotel is clean and staff is very polite and friendly. Breakfast has a lot of options and is good value for money. The cleaning lady who is responsible for 4th floor has done a great job to make my room clean and comfortable. Thanks for providing excellent customer experience.

Very nice hotel despite being slightly old. The hotel is very pretty and service is extremely good.

This property was amazing. For the location and price, it can't be beaten. It was a 3-minute walk to a fun part of the west lake with food and dining. The cabs were able to pull up to the front of the lobby. The service was really good. Can't way enough good things about this hotel. I will definitely be back

The staff were more than accommodating. They helped make my stay enjoyable.

area for improvement for staff at dining room making noises while pulling the chairs during clearing

The room is one of the best we have stayed, the other greatest experience are the staffs we met, especially the gentlement Liu (小刘) from the conciege, he is

Great location, very helpful staff. Virus means breakfast is limited but still very good. Right by the lake, wonderful. Good English spoken. Room great too. Walking distance to lake,pagoda, shops. Thoroughly recommend.

The room is nice. The staff are not professional. Not enough people to handle check in. Had to wait long for my turn. Reception staff are not experience, ie: does not know how to charge to foreign credit card, transport transfer booked through hotel but they said through others and could not print out receipt, staff checked out my room wrongly by seeing wrong number. Breakfast was not good. Used my card to go into breakfast venue which was paid with my room. The staff said my breakfast was not included which i said it was included. Another staff came and checked and then said my room came with breakfast.

Room was meticulously made up every day. Because of a free upgrade, room was exceptionally comfortable.

Everyone is helpful and friendly. They take very good care of me from the moment I arrive until they put me in a taxi to head to my next destination. One of the most pleasant stays. The manager Raymond always takes care of me. Thank you Raymond for your hospitality.

Wonderful staff, excellent service, beautiful hotel, fantastic artwork in every part of the hotel. Loved it.

Close to the lake. Comfortable stay after a day out. Staff are generally friendly.

It was NOT a 5 star hotel at all. The bathroom and the cleanliness is not up to par with a five star hotel. It was old, dusty and dirty bathroom, The room was old and dim looking with dust. The Housekeeping was not good. The front desk even told us we were upgraded to a higher room but when we walked in, it was horrible looking and old. Not what we expected for five star and for the price we paid, I think you can find a better hotel with same convenience around the west lake.

It was close to West Lake. They locate us in a small room, with dirty carpet and old furniture. The fan in air conditioner made a horrible noise in the middle of night, I could get a good sleep. We requested a room change which was accepted

excellent service and quality of accommodation. Brilliant and extraordinary staff, Anisa, Chhing and Felicity. Definitely recommend and will return.

Good location and nice room a little dated but clean with the best most comfortable bed ever!

Close to the lake. Clean, quiet, great location, excellent restaurant right around the corner. Yilan Westlake Restaurant.

Good breakfast. Confusing checkin. Room a bit dated.

Overall its a 4 star on hardware and a 3 star on service, nothing close to 5 star hotel. While I was checked in, reception girl dressed causally, hotel looks not busy, she offered me upgrade to executive room at executive level then on the second day when we tried to pick up couple snack at executives lounge, a service girl came to see me saying We don’t have authority to use the lounge ! We were shocked and embarrassed! What could be more insulting to a guest being told the upgrade (without telling us that we can’t use executive lounge?) it’s ridiculous for a 5 star hotel creating a special category call “executive “ but without executive right! The cost for the consumption at lounge is nothing compared to the hotel rate! Also it’s not necessary compared to disappoint a vip customer! If really can’t afford your client using the lounge, simply just don’t tell your client about the “upgrade “! For a further disappointment when we met duty manager, the girl felt strange for our complaints :( she might not know for other 5 star hotel, when guests being arranged in executive room automatically u can access the lounge with your card!

Convenient to airport and shuttle. Friendly and help staff. Air conditioning very weak and lighting was dim. Also Magic Cuisine restaurant hosting staff not very responsive and food was not good, so hopefully will improve in the future.

I would rate this hotel about 3.5. Location is excellent, but overall impression is average.

nice hotel

The staffs in the hotel were extremely friendly and easy to communicate. Had afew request, which I think they put in tremendous effort in obliging. The cleanliness of the hotel is very clean.The hotel is just beside the west lake, less then 2min walk to reach, with good food nearby at the west lake and very convenient. Aside to this, due to the winter, and the aircon is set to heating, I had to request the portable aircon, which was delivered with no question asked Together with the window open, it helped to greatly reduce the room temperature to be cooler. Which i felt, it could be easily be declined but they provided with no question asked.

The room was really lovely but service was patchy. We were told flat out that they did not have any idea where else we could exchange more currency when our currency wasn’t available on the automated machine on the ground floor, and the 2nd floor business centre and nearby banks had closed past 6pm, without any alternatives offered.

The hotel is just a stone's throw from the West Lake. It's not far from the subway but the walk to and from the subway is not a good experience. One has to walk in and out of tunnels because there aren't any pedestrian crossings on the roads. Nevertheless, the room was lovely, and the breakfast was very good.

Name brand but not well maintained. The heat was too warm and it couldn’t be lower, and ac was not working. Service had to bring a portable ac to cool it down. Room was comfortable tho.

It’s late Autumn and weather is cold. Hotel decided to supply only hot air in the room. While it is understandable that warm air is preferred, room ended up too warm to stay. Off the hot air supply ends up room becomes too stuffy. Opened up the window and noise from outside makes one can’t sleep during the night.

Beautiful location , great city , will stay next time

Stayed for 3 nights, used the members lounge which was great, nearby to main shops and tube station.

very good services made by very good staff

I booked a Superior room, city view, 1 King bed. Actually the bed is Queen size, not King. All their superior rooms are with Queen bed, not King.

Staff showed a lack of initiative. The property looked very tired and lacked in the 'luxury touch' or international flair that Sofitel stands for.

Staff’s attitude not pleasing. But concierge very helpful. Hotel is old and tired and wifi in rooms were very bad.

I am pretty apalled by the coldness of the front desk staffs .Checked in was done coldly too. So cold n unresponsive. The toilet bowl was faulty everyday . Quite pathetic that most of the staffs cannot understand english. Sad that the hotel reservation staffs literally rushes me to pay by a certain timing for an extra room booked offline. Check out was served with equally cold n unresponsive facial expressions n body language.

Would not recommend, other hotels more well located around

The staff were okay. The room was okay. One of the pillows has a yellow stain. During the night, there was a strong cigarette smell which was likely to have been from an occupant smoking in another room, although it is a non smoking room. It caused me to have a headache the whole night.

Very convenient to West Lake. Facilities are a little older and staff training is pretty uneven here. If you are sensitive to restaurant behavior of domestic visitors, this is not the place for you as almost all patrons of the Chinese and Western restaurants show little concern for other patrons in almost any respect and staff do nothing to control them. That said, the food at both the Western and Chinese restaurants is better than average in Hangzhou and priced reasonably.

I am a frequent traveller, and typically would be travelling on a monthly basis. I was absolutely amazed with the staff at this hotel. And definitely exceptional when it comes to China hotels. I am used to conceige staff looking after luggage, booking tables/ shows/ tours; and providing information for the area. As with most services, it is when things go wrong we truly see the differentiation. On my last day in Hangzhou, I dropped my mobile phone in the taxi on my way to the hotel to pick up my luggage for the airport. But I had no information about the taxi, no registration, no idea what company. I was shocked that the conceige went to the extent of checking their cctv footage to find the taxi registration, contacted the company, and hunted down the taxi driver. When driver said other customers had taken the phone, I used the ‘Find my iphone’ app to locate the phone, they called up the police and tried very hard to convince them to help retrieve my phone. A member of staff on his day off, helped me activate WeChat on my ipad so I could recover some for of communication. Although the phone was never recovered, I was very touched by the extent everyone tried to help me. Even after I left, the next day, I contacted them for a report for the insurance company, and they got it done for me within 30 minutes. To me, at my hour of need, the staff showed how much they cared, and they went above and beyond to do everything they could to help me. Simply amazing.

Kwee Zeen staff made my morning coffee while I enjoyed breakfast. Then enjoyed walking the tracks through gardens around Westlake and taking in the sights and serenity. An easy 20-30 minute walk to reach most of the central business district for business, shopping and a variety of dining opportunities. Taxis are reasonably priced and the metro trains are within a short walk.

Terrible smell entering room. Trouble to find English speaking. Club lounge charges full rate with only 20 minutes remaining open. No other option for food. In general, the property is worn and tired. Great location but many other properties in area to choose.

the location on its description isn't accurate. I was thinking the hotel is just besides Westlake, however, it has to cross the street. And the room isn't as goo as non-smoking room, so kinda of sad.

very conveniently located, comfortable and a reasonable price. Ideal location for independent travellers. Shame that they do not make greater use of the roof bar, a great place for sundowner drinks. Staff friendly and helpful. I would certainly suggest this hotel to friends visiting Hangzhou.

Lovely hotel great location staff are lovely very close to the west lake would recommend. Only down side was beds are quite hard.

Nice hotel, great location. Most of the staff speak a small amount of English and are welcoming. The girl who checked us out gave poor service - she wasnt really interested in getting us a taxi for the family (we had a 2 year old with us).

The hotel itself was decent, close enough to west lake. The staff tried hard but their English was surprising not good. I ordered a room service meal in the evening with difficulty, and then, it just never showed up. The next morning I put the breakfast card on the door, and it also didn’t show up. The duty manager tried to make it right but I had to leave for my flight. There are chinese brand hotels that have a better understanding of English. Not up to Sofitel standards. I go to Hangzhou twice a year and will not come back.

Nice, clean hotel. Great location, not far from Hangzhou East Train Station. Taxi ride about 35 RMB. A short 1/2 block to West Lake. At the same time, close to restaurants, shopping, banks and the subway. Good size room. Bathroom very clean, but could use some updating.

Very generous room in a great location by the lake. The rooftop bar is a lovely spot for watching the sunset. Would suggest if you are hiring bikes from the hotel that you start very early as it gets very busy. Recommended!

I am unsure how this hotel got a 5-star rating... The good: - Polite and English speaking staff at check-in and check-out, and very friendly concierge service for taxi. - Decent morning buffet (however, service was not good on our second morning) - Very convenient location to access the lake, the parks, and the shopping mall - Incredible roof terrace with tea service (First Lady Tea) and drinks The "not so good": - The room they gave us was the worst of our entire stay in China. We had to keep the window coverings closed to prevent the people from the other building to see us, the carpet was gross, there was junk and garbage under the beds and everything else showed obvious signs of wear. At night, our room was hot, humid and uncomfortable, and the fan was super noisy. We could hear our neighbors talk and baby cry at night. - The pool is a glorified bathtub with mold on the ceiling. No Jacuzzi or hot tub and just a bunch of chairs to sit. - The roof terrace was reserved for a wedding on our first day. Bottom line, this hotel has a few good things going on but should not claim to be a 5-star hotel. Our expectations were not met.

A stay to admire west lake

Thr conceirge staff are very helpful but It would be good if the front desk and conceirge can speak and understand more English to communicate with foreign guests

I been seeking hotel around the west lake since this is the first time visit. Couple choice but Sofitel Hangzhou is the wise one due to options around the hotel: restaurants, 5 mins to shopping centers, 8 mins to subway station..... good hotel for the west lake visiting. BTW, staffs are extremely friendly.

Usual high standard Sofitel Hotel. Great staff, great food (especially the local speciality, Westlake Carp. Outstanding location in terms of access to West lake and boats to access the sites.

The location is fantastic, just next to Westlake. The chinese food served in their chinese restaurant are yummy. The service of the staff are good and friendly. The room are up to my expectation and very comfy.

Nice hotel, good Wi-Fi, good staff and best part - close to westlake.

Enjoyed our stay at this hotel. Comfortable room with very firm bed. Friendly and helpful staff. Special mention and compliment to Ellen a young female service staff at breakfast, who was most helpful and very service oriented. Good location within 2 minutes walking distance to West Lake. Breakfast was good with many choices. Had dinner at the Chinese restaurant - food was quite good and well presented.

I like to commend staff for their excellent service. Front desk (Lucy and Ms Chai) business center (Jasmine Sun) who helped us secure train tickets. Restaurant staff can improve. Some of them seemed preoccupied with their handphones. Does not live up to the standards of Sofitel. It’s plus is that it is near Westlake. So you can go for a morning walk by the lake everyday

Great hotel. Restaurant is terrific. The only issue we had was a leaking shower door. Other than that, everything was excellent.

Great hotel. Everything is what it should be. Will definitely stay again.

10 to 15min by taxi from Hanhzhou Station. Well run and efficient.

Staff at the reception isn’t what you would consider welcoming .... rooms are not ready way past check-in time at 2pm which is considered late for this part of the world.... staff not even apologetic or tried to help us locate a place to wait at the hotel. This is not the Sofitel standard you would expect elsewhere. The good thing about this hotel is the location... near to the West Lake and the West Lake Commercial District. It also has a very good Chinese restaurant.

Sofitel hotel's location was fantastic, walking distance from West Lake and all its nice scenery, cafes and good restaurants and bars. The hotel itself was good, but the room I stayed on 3rd floor was quite old (carpet and furniture were quite old and their fabric was worn off quite a bit). Staff services and attention was great, very dedicated and attentive, very considerate and caring.

Location is very good as it closes to West Lake. Good are excellent, however, when we arrived on 5/F for food at 9 pm.( schedule time: 7 pm to 10:30pm). All food are gone and do not have any available, only drinks for us. No air condition also main problem as it fixed for centralized air condition at 37 degree.

Good location close to the lake although you won't get views of the lake. Limited dining options in this part of town other than the restaurants beside the lake. Biggest disappointment was the stuffy rooms, the hotel had shut off air cooling and it was in fan mode. Granted it was autumn but the 2 days we stayed there, the weather was quite warm. On the upside the great service staff managed to get us fans for the room.

Lobby and all areas have the old china hotel look, far from what a Sofitel shall be.

Very good, recomendable. Great location, close to the west lake. Clean. Thats all!

Lovely area. Hotel is nice, but very expensive (food and drinks, etc.) Excellent area for exploring West Lake. Visit the rooftop bar, even if you can't afford to have a drink there.