Sofitel Hangzhou Westlake Hotel 5 stars

The staff are friendly. The hotel location is excellent. There is a wide and good selection for breakfast.

We felt so welcomed and taken care of by the staff, despite the language barrier. Reception in particular was friendly, easy going, and determined to communicate professionally with us. The hotel itself is clean, beautifully decorated, and with convenient restaurant options, but we were let down by a couple things. We were excited about the Sky Garden but it seemed inexplicably closed down and we couldn’t get a reason as to why it wasn’t opened up. We also struggled with the heat in the room and were playing with the air conditioning for an hour before calling reception for help - they came with a portable air conditioner, as apparently the air conditioning in the rooms don’t work, and we simply weren’t made aware. We wished we didn’t have to learn that at midnight after so long being uncomfortable. We were also given one of the “apartment view” rooms, which reception offered to us as a “quiet side of the hotel”, as if it was in some way preferable. Unfortunately, it just meant we had a view practically straight into the apartments next door. It was a bit misleading, maybe due to translation, to be “offered” that view. My partner and I both couldn’t connect to the wifi either, with the login page simply reloading every time we put our details in. We did not have the energy to bring this issue to the attention of staff, as we weren’t in need of internet. Despite these faults, we enjoyed our stay and appreciated the graciousness of the staff.

My room was facing the Construction Site in front of the Hotel. Getting sleep was a problem. Moreover, the AC was not working and the temperature was set at 26 Deg C. Technicians tried a lot and later came back with a portable room cooler. Next day, I was shifted to another room facing the rear side of the Hotel. View was not at all a problem for me since I was there in the Hotel only to sleep (work kept me busy all day). So last two days, I could sleep well. Thanks for the support.

Located opposite across the westlake and 10-15minutes walk to the shopping district. Everything in the hotel is good and nice. Will recommend friends and family to stay here.

it is a great experience staying in this wonderful hotel, I will still choose as next stay

I stayed 4 nights in your lovely located hotel, with great and extremely kind and professional staff. Having been with you a few times in the preceding months, I still enjoy my stays but I noted a decrease in quality in the food of the breakfast. Even if the choice and its diversity remains, too many warm dishes are ... cold ! Another weak point is the quality and stability of the internet. Thanks for considering any possible improvement on those aspects.

Hotel staff were very friendly and we could feel the attention provided to us were genuine and professional. Special thanks to Manager Yuna who gave us the best arrival experience we ever had from hotels with similar hotel ratings.

The location was nice but the room was close to the operation room, which noise comes quite early in the morning.

It was a very good stay. The hotel's location is excellent, convenient and close to the West Lake. The only thing I would suggest is you should enhance the quality of your reception. When I called the reception/assistant manager, the phone was not for several times ...

Friendliness of staff to facilities in a great location make it more the welcoming.

The front desk is excellent. However, the altitude of the swimming pool keeper needs to improved.

General manager is excellent and had an efficient team , we very enjoy the stays !

I have stayed here several times, and this time the check in staff were very friendly. Bed was comfortable and I have always loved the shower in the bathroom

We stayed at the Sofitel Westlake Hangzhou during 7 nights over the last weeks, in different periods. The executive club floor rooms were very luxurious and quiet. The Club lounge was a treat with very nice food and drinks and extremely friendly and service-minded staff. One of the concierge ladies was excellent in helping us find out how to rent a bike through a 'citizen card' from Hangzhou municipality. Cycling through the city and around the Westlake is definitely the best option.

Excellent