We have used TripAdvisor few a few years and this is the first time we have felt compelled to write a review. We were slightly disappointed with this hotel - and you cant accuse us of being snobbish as we had just completed a 30 day transsiberian backpacking trip. Obviously the other reviews overly rave about the place, so we think this provides a good balance (possibly they have gotten a bit slack since first opening). Also, we spent 11 nights here and got to see some things that you may not notice in 1-2nights. Like I said, we are not fussy travellers, the place was heaven compared to camping in Siberia and Mongolia, we just thought it was important to point out that some clearly advertised features dont exist. And if it seems too cheap to be true - it is.

The hotel is in a really nice location, not just the bell and drum towers but a nice little district with many little boutiques, music stores and restaurants. The lakes and Houhai bar district are within a short walk. You wont be disappointed. The price is also great. When we booked there was a slight misunderstanding and we received a complementary "Deluxe" room upgrade for the trouble, which we thought was fantastic service. Looking at the website it quotes "in room safe, free bath robes, free daily newspaper, international plug sockets, international tv channels, movies and in room tea and coffee." The room contained none of these and after a half an hour discussion with the receptionist we found that these 'deluxe' features don't actually exist. When we showed her the hotel website she was genuinely surprised to seem them listed. The in room safe was a particular selling point for us booking this hotel in the first place. The receptionist told us we could use the 'safe' at front desk (basically a locking wooden cabinet - which was currently half open) or alternatively hide our valuables somewhere in our room. During our conversation she phoned the hotel manager twice - who refused to come down and see me!

Other issues include an occasional sewer smell from the shower drain which attracted little flies, some damp on the walls, no clean sheets in 11 nights! (one day we had to ask for more toilet paper), and on one day there were no clean towels in the whole hotel (we found this out AFTER they had taken our old ones away so we had no towels!). We've also had to use the same cups in our room every day for 11 days and wash them out ourselves.

As the other reviews say, its a great location and a nice relaxed atmosphere with all the staff greeting you with a friendly hello. It may be just that little bit too relaxed ;) A 2 out of 5 may seem low, but "OK but with some problems" sums it up perfectly.