Hotel Sofitel Hangzhou Westlake 5 estrelas

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.

Eu esperava que o Hotel fosse mais moderno, esta precisando de umas reformas mas isso não afeta em nada a estadia. O hotel possui uma ótima localização, literalmente ao lado do WestLake, um café da manha que não e extraordinário mas aceitável, poderia ter mais opções, o checkin foi ótimo com um atendimento diferenciado e o checkout foi também tranquilo, com certeza eu ficaria novamente nesse hotel .

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!

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

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....

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.

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.

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.

Had an initial problem with confirmed hotel pick-up at the airport which failed. At check-in at the hotel this issue was professionally handeled by the staff and manager on duty so the hotel compensated by timely return to airport at my departure six days later. special thanks to Yulia, Bonnie and their colleagues at the clublounge as well as to the hotel staff and management on duty for making the stay perfect.

Great location, great service and support for the hotel staff! really enjoyed the stay. If I had to look for improvements, I would probably mention WiFi speed, but we know it is a general problem in China that Internet sometime is not the fastest.

The hotel has a good location. The room was ok but we were not advised when booking the hotel was undergoing renovations. Some wait staff were lazy. A number of dinners had to ask for serviettes. A waitress noticed we had none but didn' t refill the container and was reluctant to remove plates which we had finished with. We felt uneasy when dealing with the concierge staff .

Fantastic location with west lake just across the street. Near shopping centers and 15mins walking distance from He Fang Street. Very comfortable stay! It was difficult traveling via taxi as most drivers aren’t familiar with the hotel.

Hardware and software did not meet the standard of being a five-star hotel. Unsecured booking system and payment procedures - credit card guarantee not accepted at the time of reservation and only prepayment was allowed - not fair to pay in advance at higher flexible rate closer to the time of arrival. Inconvenient location to get to the hotel - difficult for travellers with luggage to walk from Hangzhou Railway Station as they have to go up and down through three disconnected underground tunnels without clear signage. But it is a good location to visit the Westlake. Front desk staff were unprofessional and not helpful in problem solving - pushing guests to move to another “so-called” five-star hotel upon my check-in. I refused due to influence in travelling schedule - struggled a room in the end after ~0.5 hour. I requested the front desk not to do any transaction on my credit card as a deposit since I would pay by another credit card. But I received an SMS from Card Centre that a transaction was made. Not cool enough centralised Air-Conditioning System - sweating at the time of check-in and hot inside the room because temperature cannot be adjusted inside the room - could not sleep well. Lack of confidence in staying at Sofitel again.

Travel to Westlake Hangzhou with kids and elderly. I am glad that our rooms was upgraded to luxury rooms which had standing shower that was very convenient for my parents. Luxury rooms was spacious. Some minor hiccup during check-in where there is charges just imposed for extra bed for children below 12 years old which was contradict with email communication when I did my booking. I am glad that they agreed to waive it for my 10 years old kid. Hotel location closed to famous restaurant and Westlake. My family and I enjoyed our stay at Sofitel Westlake Hangzhou.

I got a very memorable stay at at Softitel Hangzhou Westlake, and impressed to be asked and greeted from the moment I first stepped into the hotel! Check-in was smooth and the reception team of staff offered recommendations on travelling within the city. I was fortunate to be have a room upgrade and with executive lounge access offering good views and manned by a lovely pair of staff Amy and Cathy, who were very attentive to guest needs and comfort :) All my encounters with other hotel staff, at lobby bar, reception, the executive room level's GROs and concierge, were pleasant :)