Sofitel Hangzhou Westlake, Hangzhou

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.

The hotel is right by the West Lake which means an evening stroll by the lake after dinner is very possible. Quite a few public buses stop close to the hotel and two shopping centre within 10 minutes walking distance. The staffs are very helpful. There is a roof top garden doubles as a bar is prefect for a causal chat with friends. If the weather allows, it should be a great spot to watch the sunset towards the lake. If I have to make a complain of my stay, that would be the disappointing dinner buffer at the western restaurant on the ground floor. We went there on our arrival evening around 8pm, there were at least three dishes being empty and were not refilled for the duration of us being there. There was a fish but half of it being eaten and the rest looks like it had been tortured. The grilled vegetable dish was dry and the gravy has became burnt. After a glass of orange juice, we went for a second glass but was told that's all they have for the day. We were offered apple juice and grape juice instead, unfortunately our little one only wants an orange juice. BUT the grill to order lamb chop is really nice. With the price per head at 300+ RMB per head (250+RMB for hotel guests) and the brand of the hotel, I was expecting more that what I saw that evening. If that is the norm, I would suggest to avoid the restaurant.

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!

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.

My husband and I were flying in to visit our son and had no idea what area of Hangzhou would be the best to stay in as we had never been to China before. We feel so fortunate to have gotten a room at the Sofitel! Not only was the room (and bathroom) spacious and immaculate, but the amenities were perfect! The location could not have been better. We were steps from the lake (under the street passageway made this easy), steps from the subway/metro, and steps from a Costa and Starbucks coffee. My favorite was the bar at the top of the hotel with it's spectacular view. We took the most amazing pictures while watching the sun set. We also ate once at the breakfast buffet and twice at the Chinese restaurant in the hotel when we were just too tired to venture back out. Both get my highest recommendation! The personnel were always patient, helpful and professional. (Our flight was delayed causing us to miss our first night's stay. The hotel kindly shifted our stay one night over at the end...wow!) I would come back here in a heartbeat! Thank you everyone at Sofitel!