Sofitel Hangzhou Westlake

Sofitel Hangzhou Westlake 5 stars

Customer review rating (ALL Rating) 4.8/5 283 reviews

ALLSAFE approved hotel

See on a map

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.

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Hotel location

Sofitel Hangzhou Westlake

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

  • From Ningbo:  14 Wulin Square 151 Yanan Rd

  • From Shanghai:  28 Wulin Square 151 Yanan Rd

  • From Suzhou Jiansu:  155 Gulou 8 Yanan Rd

  • Westlake Avenue:  25 12 30 Westlake Avenue

  • By plane

    XIAO SHAN AIRPORT At 20km / 12.43 miles

GPS:30.245555, 120.161623

Hotel services

Check-in from - Check out up to

In summary
On site
  • Swimming pool
  • Car park
  • Restaurant
  • Wheelchair accessible hotel
  • Well-being
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms

Our accommodation(s)

Many of the 233 guest rooms boast stunning views of the legendary West Lake Avenue through large bay windows, and are all equipped with MyBed beds, high-speed Internet access and a wide range of digital TV channels. Rain showerheads are also available.

Our guest reviews

Our guest reviews for
Sofitel Hangzhou Westlake

100% genuine reviews from our guests

Find out more

ALL Rating  4.8/5  283 reviews

TripAdvisor Rating  4.0/5  848 reviews

well located, satisfactory stay

Customer review rating 4.0/5

Anonymous Friends - Confirmed reviews ALL

I definitely feel it is more of a hotel that suits business trips rather than leisure trips. If I were to give my friends advice about the hotel, I would recommend my friends to search for some other hotels if they were going for leisure trip.

Wonderful stay

Customer review rating 5.0/5

Felix H. Business - Confirmed reviews ALL

reception and room clean are very good

Out-dated property but warm service

TripAdvisor rating 4.0/5

s0ngh0st2021 TripAdvisor review

Mr Liu from the Concierge Team helped me a lot when we tried to find our Didi Driver. Your service was Much appreciated. The location was perfect - West Lake is just across the road. The room was out-dated. There are renovated rooms, but we were in an old one. Hope all the rooms will be renovated soon.

Out-dated property but warm service

TripAdvisor rating 4.0/5

s0ngh0st TripAdvisor review

The location is fantastic, just 2 min walk to the West Lake. Mr. Liu from the Conceirge team was so kind - he took us out of the hotel to find the taxi driver who failed to find the entrance of the hotel. Thanks Liu! The front desk staff were not very polite, and did not recognise the accorplus status. There are old rooms and renovated rooms in the hotel. Unfortunately we were given an old room. Hope all the rooms will be renovated soon. All in all, not a bad one.

perfect located

Customer review rating 5.0/5

Yuping Business - Confirmed reviews ALL

No

The hotel Location is perfect!

Customer review rating 4.5/5

Xiaoying W. Families - Confirmed reviews ALL

The service is good, not only at the front desk, the restaurant as well.

well located

Customer review rating 4.0/5

Danielle Families - Confirmed reviews ALL

That’s a really nice stay experience, all things are good and not too much polite make people feel stressed

Great location Sofitel, good place to stay during warm season

TripAdvisor rating 4.0/5

Expedition627470 Business - TripAdvisor review

Great location next to West lake, good place to stay during warm season. Club lounge has very good warm helpfull staff, breakfast is great. Roof terrace must be rally nice to stay during warm season. View from rooms depends on which side you will get during check in, hotel has only 6 floors so view will be limited.

Good location but facilities are too old.

Customer review rating 3.5/5

Speed Couples - Confirmed reviews ALL

This is an old Sofitel, I booked a room with executive access, however, the Executive Lounge was not open, was this a trick? Inducing people to pay a little bit more by offering executive access, but no lounges were scheduled to be opened.

Good check in experience

Customer review rating 5.0/5

Zijun L. Solo - Confirmed reviews ALL

The reception named Anna was friendly and professional.The hotel in the lounge was under construction somehow.it was busy when I checked out and I was waiting for a while.In general it was good experience overall

Very old building with very friendly staff, staff is the core value

TripAdvisor rating 2.0/5

Tour811301 TripAdvisor review

This is the oldest Sofitel I stayed. Hotel upgrade me to a small suite which is nice and clean but inside function is not really friendly. I asked for a luggage rag but hotel didn't have it. Staff are friendly and nice. The building is very old, you will think it is a non-star hotel. Very noise in lobby. Next to west lake but no lake view. Not worth for the price! I booked executive room for RMB2300/2 nights. As a diamond member of Accor hotels. I will not recommend this hotel.

Well located but hotel too old

Customer review rating 2.0/5

Eric.p Couples - Confirmed reviews ALL

the decoration of the hotel is aging, the smell in the room was not good, the swimming pool too small and the cleanliness below the standard of a Sofitel.

Dear Eric Claude P., Thank you for taking the time to tell us about your experience at the Sofitel Hangzhou Westlake. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Sofitel Hotels & Resorts, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Hedy Hu Guest Experience Manager Sofitel Hangzhou Westlake

An Excellent Stay

TripAdvisor rating 5.0/5

gonglinyuan TripAdvisor review

The room is tidy and clean with a very large restroom. The hotel has great location for both Westlake tour and shopping. The pricing is also very competitive. However, remember that you could only get a card after 2pm on the first day of your stay. This rule is very strict for this hotel.

Fantastic location

TripAdvisor rating 5.0/5

Adrian_Kee Families - TripAdvisor review

The Sofitel Hangzhou Westlake is situated in an extremely good location, walking distance from the Westlake. The area is clean, safe and nice. The hotel is also within walking distance to nearby shopping malls.

Dear Adrian_Kee, Thank you for your compliments on Tripadvisor. My team and I are more than happy to welcome you back again to Hangzhou and Sofitel, also glad to know your experience was better this time, I will share it with all of our team, it is our hope that every of your future stay will feel better and better. Looking forward to see you back soon. Guest Experience Manager Sofitel Hangzhou Westlake

Great Staff

TripAdvisor rating 4.0/5

MichaelvanL2019 Couples - TripAdvisor review

Within 20 minutes of our arrival in our room, I had cut my foot and my wife realised she had left a sum of money at the last hotel. The two staff members could not have been more helpful. Yuna accompanied me to the Clinic, while Anisa rang the hotel on our behalf. They both had excellent English language skills. Both problems were quickly resolved. Thanks!

Dear MichaelvanL2019, We very much appreciate your comments regarding your stay at the Sofitel Hangzhou Westlake. It is always a pleasure to receive positive feedback. I will share your comments with our team.Especially share with Yuna & Anisa. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Hedy Hu Guest Experience Manager Sofitel Hangzhou Westlake

A great solid 5 star hotel

TripAdvisor rating 5.0/5

Michelle N Families - TripAdvisor review

let me start by saying amongst thousands of hotels in Hangzhou, I'm glad I chose Sofitel Westlake. As others have pointed out, it has really really good location, within walking distance to Westlake and great staff, what struck me is that the staff went above and beyond to make my stay amazing. Upon check in, a staff asked when I'd like my birthday cake to be delivered and assisted me throughout my stay. I think her name is Yuna. The front desk staff was also accommodating when we asked to borrow an iphone charger. It was delivered promptly to our room. The concierge is also helpful. Overall I highly recommend Sofitel Westlake

Dear Michelle N, We very much appreciate your comments regarding your stay at the Sofitel Hangzhou Westlake. The terrific location is always recommended by our guests, I am so happy you also agree with it.I will share your comments with our team, especially with Yuna and others staffs in front office. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Hedy Hu Guest Experience Manager Sofitel Hangzhou Westlake

Beware of the 'Free Drink' vouchers...

TripAdvisor rating 4.0/5

candahyem Business - TripAdvisor review

Checked in for 1 night recently, the hotel and the room is well appointed and right on the West Lake. Staff are friendly and everything is up to a reasonable standard for Sofitel property. Le Club members beware, the 'Welcome Drink' voucher (which on this occasion surprisingly included and selection of spirits) is not free if you choose a mixer such as tonic water to go with the gin! Credit to the Lobby Lounge staff for raising this at the time we ordered (the gin is free but the tonic is not), thinking a couple of bucks (perhaps) for a mixer was a bit stiff but at least they mentioned it at the beginning. What was a the BIG surprise was the RMB89 check(approx USD$13) for the mixer. Now that's a welcome drink with a sting in tail....

Sofitel Hangzhou Westlake

TripAdvisor rating 5.0/5

Eric L Business - TripAdvisor review

I would like to thank you all the managment team for this nice time and care, As Platinium member, I have received a very nice welcome and upgrade. I have noticed in some previous post that I have regretted that they do not use the Hermes shower and Shampoo brand. I have had the nice surprised that every night I had a set of Hermes products in my bathroom. So thank you again for this nice present, then I could really feel to be in THE SOFITEL. The only point to be improve is the English for some of the team, sometime is difficult to be understood.

Dear Eric L, We very much appreciate your comments regarding your stay at the Sofitel Hangzhou Westlake. It is always a pleasure to receive positive feedback about every service touch point. I will share your comments with our team. I am sure that your feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Besides,we always enhance the training of English speaking, and we try to do the best service. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Hedy Hu Guest Experience Manager Sofitel Hangzhou Westlake

Good service but big problem with the Kitchen

TripAdvisor rating 2.0/5

KRALJO Families - TripAdvisor review

I had the opportunity to spend few days at Sofitel West Lake with my wife and kids. We had a very mixed feeling about our stay in your hotel. Initially I sent you a private but since you did not answer, I decided to write this comment on Tripadvisor. First of all we would like to say that receptionnists, barman, maids and waitress/ter are all very professionnals. But unfortunately, there is a problem with the Kitchen which offered to my wife rotten or spoiled food and small piece of rope. During the first breakfast she had palm heart with her salad, unfortunately she realized after eating one palm heart that there were spoiled (green/dark color). We did not expect a 4 or 5 stars hotel to serve rotten food. Furthermore my wife is breastfeeding our last kid and it could have lead to food poisonning for both of them. We reported it to the manager who decided to offer us a bottle of wine, we appreciated the gesture even if we do not drink but at the end it does not solve the problem for your hotel. On the second day she discovered a little cord/string in her food. No risk of food poisonning this time, but still it does not match our expectations of what you should get from a Sofitel Hôtel. It was reported to your manager too. To be honest we are very disappointed by this experience. The reason why we often go to Accor group hotel is because we expect to get high standard services and food safety guarantee. Up to us this experience did not meet the required standards.

Bonjour Mr. Ransbotyn Kevin, I am so sorry for delaying response you about your experience in our hotel. Please allow me have the opportunity to introduce myself, I am the Guest Experience Manager—Hedy. Please allow me to express my sincerely apology. I’ve been the Guest Experience Manager for 1 year, so everything you’ve mentioned without question is related to my responsibility. I know you are the Accor Silver member. Thanks for your loyalty to Accor. As a 5 stars hotel, a good stay experience is at the heart of that promise. Obviously, we haven’t been able to deliver that to you. I’ve spent a time with our F&B department manager cause it’s a serious problem. We’ll focus on the problem and work hard on it. It is our hope that you will give us the opportunity to better serve you in the near future. Best regards Guest Experience Manager Sofitel Hangzhou Westlake

Room was too hot!!

TripAdvisor rating 3.0/5

Guide43004268518 Friends getaway - TripAdvisor review

The room was uncomfortably hot (27℃ is way too hot to sleep) for the two days we were there and there was no way to manually set the thermostat in the room. Upon informing the hotel staff of the situation, housekeeping did try to remedy it by providing us with an external air cooler, however, it only cooled the room down by 1℃. Other than the room temperature, the location is great, 5 minutes walk to Westlake and 15 minutes walk to food and shopping areas. The staff was professional and pleasant. The buffet breakfast was pretty good and the Chinese restaurant in the hotel was decent.

Bonjour Guide43004268518, firstly thank you for taking the time to share your experience based on your stay in Sofitel Hangzhou Westlake. I was grateful that you share to me regarding the air conditioning issue. I apologize for the very difficult experience you have had bad stay because of the lack of cooling in the hotel.Actually, our system is known as a 2 pipe air conditioning system, that is it can heat or cool at any one time but never both. Its challenging for us to determine when this downtime can be endured. Its a decision that uses the best insights and experience we have. And at that season, only hot air in room, so sorry it cannot up to your expectation. we make some very basic promises when we call ourselves a hotel. A good nights sleep is at the heart of that promise, and we haven't been able to deliver that to you. We will of course provide some relief but it wont give you back the memory you hoped for in Hangzhou. Simply, I'm sorry. we hope to have another chance to invite you back and ensure your next stay will be a good memory one. Hedy Hu Guest Experience Manager Sofitel Hangzhou Westlake

Our most recent 20 reviews

In partnership with TripAdvisor

Our other establishments nearby

All our hotels in HANGZHOU