Sofitel Hangzhou has excellent services, clean and comfortable room, well located and reasonable price by Hangzhou standard, nice lobby.
The hotel is located at the end of West Lake Blvd, a short few minutes walk thru the underground walkway to the West Lake, which we used many times to walk around the park by the lake. There is really nothing by the hotel, no shop and no restaurant, but they are about 10 minutes walk north, a busy trendy shopping area behind Hyatt.
The hotel is a long building sitting perpendicular 90 degrees to the lake, unfortunately that means the rooms face the West Lake blvd or apartments behid the hotel, no room has West Lake view. I booked club level deluxe room and our room was the club room closest to the club lounge and the lake, there is a partial view of the lake from the Bay window if you stand there and look left. While being next to lounge is good but also means a very walk to the end of the corridor, not convenient. I always want club room near to the lounge in every hotel when there is such room, but in this hotel's case, that was not a good choice.
Taxi is easy. Breakfast is very good and large. Most staff are well trained and professional.
The service level at the 2nd floor business office by 2 different ladies on 2 occasions were not up to standard, they just did the bare minimum as asked, without any extra efforts to help nor advise. I asked for a printout of train schedule, only 1/4 page came out, she did not make any extra effort to get it right, I had to ask repeatedly but still no result. Also did not offer anything extra, word or advise, this turned out to be a huge problem for us later on. Business office lady was not able to buy sameday D train ticket to Yiwu for us, told us to buy at the station, different lady a day before did not tell us that. But once we got to the station, there were 10,000s people there, found the ticket hall with my wife standing elsewhere in the station guarding the cases, a huge hot hall with 1,000s of people waiting in 30-40 very long lines, a very scary sight, I asked several other Western tourists waiting in lines, but none of them knew much, which line is for what or when. Automated hall is out on the other side, rushed there but eventually found out one must have a Chinese ID. This turned out to be a major effort but I managed to get 2 standing-only tickets almost at the last minute, very difficult task. The boarding of the train was also a scary experience, the crowd, the rush, the stairs with suitcases, I fell down on stairs with my suitcase, etc.. The lady or staff could have just said a few words to warn us about it. Maybe there was nothing they could do, but at least one little extra effort could've gotten us into the right mental state, find alternatives or abandon the Yiwu journey, spend 2 extra nights in the Sofitel.
We always love Accord hotels, especially Pullman, this Sofitel is up to that standard with the exception of the business office staff, but that turned out to be a huge problem for the guests. Theye did not ask me about Accor membership and did not record points for me.
With all due respects, and dispite the excellent servcies by most, I will not stay here again, there are better choices, even at double prices, I'd gladly payhundreds of dollars more just to avoid the problem at the end.
NO room has West Lake View,
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.