Sofitel Hangzhou Westlake 5 stars

Customer review rating (ALL Rating) 4.8/5 96 reviews

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333 West Lake Avenue, Zhejiang Province, 333 Westlake Avenue, Shangcheng, 310002 HANGZHOU, China

Description

Hotel extras

  • Unique location by The West Lake with easy access to shopping and city center.

  • 233 well-appointed guest rooms and suites with Oriental aesthetic design and French touch.

  • Restaurants feature the International and Hangzhou Cuisine.

  • Rooftop Sky Garden Lounge offers breathtaking views of the West Lake and city.

  • 180° West Lake view Terrace and natural day light Ballroom.

Our accommodation(s)

Hotel location

Sofitel Hangzhou Westlake

333 West Lake Avenue, Zhejiang Province, 333 Westlake Avenue, Shangcheng
310002 HANGZHOU
China

GPS:30.245555, 120.161623

Telephone
Fax +86 571 8707 8383

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.8/5  96 reviews

TripAdvisor Rating  4.0/5  902 reviews

Very happy with the stay

Customer review rating 5.0/5

Anonymous Families - Confirmed reviews ALL

Super helpful staff, clean and comfortable room, good location

Excellent location next to Westlake with similarly excellent services

Customer review rating 5.0/5

Dr A. T. Families - Confirmed reviews ALL

I would like to review 4 aspects of Sofitel Hangzhou Westlake. Location: excellent, as it is located just across the street from Westlake and Xihu Tiandi where a lot of restaurants and bars are located, as well as 10–15-minute walk away from Hubin Pedestrian Street, where there are plenty of malls and shops. If you’re too lazy to walk, Hubin Pedestrian Street is just one metro stop away. One may also catch the sightseeing trams at Xihu Tiandi, which roam around Westlake during day time for a fee which starts from CNY 10 per person, depending on where you would like to alight. Hotel facilities: the furniture and fixture are dated, as this is a pretty old hotel, but they are very well-maintained. Housekeeping staff also did a good job providing daily services. The hotel has 2 in-house restaurants, a bar, gym, indoor swimming pool and executive lounge. Services: excellent services by the following individuals whom I would like to highly commend. 1. Natasha Zhou and Hathaway Jiang of the reservation team. Both Natasha and Hathaway communicated with me in impeccable English in the initial email communications I had with them before deciding on Sofitel for my stay in Hangzhou. They answered all my queries in timely manner. When I failed to book a room because there was a hiccup with the hotel reservation system which declined foreign credit cards, Natasha and Hathaway assisted me in making a reservation for a junior suite manually, without even asking for a credit card guarantee. On top of that, as I could not redeem my suite night entitlements because of the booking system failure, they provided me a suite upgrade anyway, without even requiring me to redeem my suite night entitlements. This freed up 3 suite night upgrades which I could use at other Accor’s properties. 2. Candy of front desk. Candy was quick and effective in her work, as well as polite and friendly. She was the one who checked us in and out. 3. Alyssa of front desk. Despite not being directly involved with both our check-in and check-out process, Alyssa caught my attention when I checked-in, because she was throwing her sweet smiles at everyone, including myself. The second time I noticed her was during the last evening of our stay, when she stood with Anthony, whom I will mention next, in the lobby near the entrance, smiling at guests and greeting them. The management should hire more such bubbly personalities like Alyssa. 4. Anthony of concierge. Anthony stood out from the rest of the concierge team, as he took pro-active initiatives to ask guests what he could do for them. Anthony appeared knowledgeable and knew his stuffs (everything about Hangzhou) well. He also arranged a private car and chauffeur to drive my mother, my sister and me around Hangzhou. 5. Tim, who became our private chauffeur for 2 consecutive days. Tim was as knowledgeable as Anthony. We planned out sightseeing itineraries based on his recommendations. Tim was friendly, yet respectful. Dining: both Kwee Zeen, an all-day Western restaurant where buffet breakfast is served and Yong Jin Ge, a Chinese restaurant, provided savory meals. The wide selection of the breakfast buffet spread is sumptuous. Yong Jin Ge serves one of the best signature dishes of Hangzhou, the vinegar fish. Vinegar fish is usually prepared with fresh water fish, which usually have lots of fine, forked bones, plenty of them! However, Yong Jin Ge’s chefs prepare the dish with fish with so much less bones compared to the ones served at other restaurants. We dined at Yong Jin Ge twice just for the vinegar fish! Things which we can be improved upon: 1. Attitude and mannerism of executive lounge staff. Usually, executive lounge staff provides better service than front desk staff. During our stay, I found out that the opposite was true. While front desk staff like Alyssa was throwing her cheerful and sweet smiles at everyone and greeting everyone, the staff of executive lounge seemed pretty quiet and disinterested. To be fair, we visited the lounge only once throughout our 3-night stay. So, perhaps the staff working that particular evening just had a bad day. It was during an evening cocktail. We strolled into the lounge, took our seat, with no one greeting us or offering us drinks, except asking for room number. We had to walk up to the staff at the bar to request for a pot of tea, more than half an hour after we took our seats. I have visited so many executive lounges of different hotels in my life, and this was the first time that executive lounge staff seemed disinterested and failed to offer me any drink. 2. Management should perhaps educate Kwee Zeen’s staff on what the sign placed at the entrance of Kwee Zeen, which read something like “reserved tables for Accor Live Limitless elite members” means. The executive lounge at Sofitel Hangzhou Westlake is not open until 1 or 2 PM. Breakfast is served solely at Kwee Zeen. Therefore, it is a good strategy to reserve some tables for Platinum and Diamond members who would otherwise head to the lounge to have breakfast in normal circumstances. While queuing up to get into Kwee Zeen for breakfast during peak hours, I noticed a sign, which was in Hanzi (Chinese characters) only with no English translation. I approached the staff, pointed to the sign and after showing my Platinum card, asked her what the sign meant. She replied that the sign meant that Platinum members get complimentary breakfast. Well, I’m not Chinese-educated, and I can hardly read Hanzi. But, I’m 100% sure that that was not what the sign said. The next morning, I asked another staff the same question after showing her my Platinum card. Her reply was similar, that the sign meant Platinum members received complimentary breakfast. It would be good to not only educate staff on what any particular signage placed in the hotel means, but also to provide an English translation for international travelers who can’t read Hanzi. Last, but not least, the daily replenishment of fruits platter was an extremely nice gesture! This is the first time that I have encountered a hotel providing welcome fruits platter on daily basis to an elite member! I have made a video recording of the junior suite and hotel facilities and posted it on my WeChat channel: ArthurChanSingapore.

Amazing stay

Customer review rating 5.0/5

Antonius T. Families - Confirmed reviews ALL

Comfortable room, very close to West Lake spots, warm hospitality , breakfast nice and good executive lounge.

很nice的酒店

TripAdvisor rating 5.0/5

Shen Y TripAdvisor review

The hotel is next to the West Lake, with a good geographical location and convenient transportation, and it is convenient to go anywhere. This time I was traveling with my friends and visiting Hangzhou. My friends and I liked this hotel very much and were very satisfied! After entering the hotel, the formalities at the front desk are very professional, the speed is very fast, and the service attitude is very good. Most importantly, the guest relationship Jessica who received us left a deep and beautiful impression on me. She provided very warm and thoughtful service, which made me feel very warm! The room given to us is also very good and spacious, which is a wonderful stay experience.

Good location

Customer review rating 3.5/5

May Couples - Confirmed reviews ALL

All good just the sound proof not that good I am hearing the traffic light signal sound for whole night, quite disturbing.

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