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“Fantastic, warm staff and great location !”

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Sofitel Hangzhou Westlake
Ranked #12 of 2,349 Hotels in Hangzhou
Certificate of Excellence
Singapore, Singapore
Level Contributor
4 reviews
4 hotel reviews
“Fantastic, warm staff and great location !”
Reviewed April 2, 2013

We stayed here for 3 nights from March 25 to 28. Our first time in Hangzhou and couldn't have picked a better location. Our room on the 5th floor was larger than expected and in good condition. Enjoyed the walk and the bike rides around the lake ! Although the weather was somewhat cold and drizzly on two of the days, we were encouraged by the warmth of the folks at the hotel. There are too many individuals to name ! All good folks. No bad service experience to speak off. The few individuals who stool out: James and Burning(Club level), and Yuna, the Assistant Front Desk Manager. The housekeepers, and the boys at the concierge went out of their way to please us. These folks did not let the language barrier get in the way of great service(by China standard). The breakfast restaurant was understaffed for sure. We felt sorry for the waiters and waitresses. Selection at breakfast at both the restaurant and the Club lounge was average at best but the bubbly made up for it ! Overall, a great stay and will look forward to returning hopefully soon.

Room Tip: 5th floor facing the lake !
See more room tips
  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank 22Raffles
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelHangzhou, General Manager at Sofitel Hangzhou Westlake, responded to this review, April 8, 2013
Dear Sir/Madam:

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. 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,

General Manager
Sofitel Hangzhou Westlake
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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566 reviews from our community

Traveler rating
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    35
    17
See reviews for
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (42)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
St. Petersburg, Russia
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed April 2, 2013

I spent two days at Sofitel. Really enjoyed my stay.
The hotel has a perfect location, some clean rooms, nice facilities, quite adequate air conditioning.
Staff was helpful but really more English speaking skills are needed.
Breakfast was a little worst. Fruit was not fresh enough.

  • Stayed April 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kyle S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelHangzhou, General Manager at Sofitel Hangzhou Westlake, responded to this review, April 8, 2013
Dear Sir/Madam:

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. 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,

General Manager
Sofitel Hangzhou Westlake
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santa Rosa, California
Level Contributor
58 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed March 29, 2013

We stayed there the 17th-21st of March. Location is great ,if your primary interest is Westlake. However, none of the rooms have a lake view. Property is dated and not well maintained. I noted that the previously indicated swimming pool and fitness rooms have been removed from the Agoda Site. Both were listed a few weeks ago when we booked the room. There is also no lobby bar.There is one under construction which makes the lobby somewhat difficult to negotiate during the day, also a bit noisy. The staff are mostly new and have a poor understanding of customer service which matches their general English level, poor. But, we did find a few excellent staff, food and beverage manager and the evening desk manager.

Sofitel has some excellent high standard properties, notably in Vietnam. Maybe some day this hotel will be transformed to that standard. Today, you're paying international luxury pricing for an average Chinese hotel.

Room Tip: Choose one of the better places in the city to stay. It's easy to get to the Westlake area from...
See more room tips
  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank michael g
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelHangzhou, General Manager at Sofitel Hangzhou Westlake, responded to this review, March 31, 2013
Dear Mr.Michael,

Thank you very much for taking the time to share your comments. We regret to read that you did not enjoy your stay with us.

At Sofitel, we strive to provide an exclusive service experience for every guest; therefore your feedback is very important to us. For those reasons, please allow us to express our sincerest apologies in regards to the inconveniences caused.

We will look closely into the issues you have brought to light and allow us to get back to you very shortly.

Yours sincerely,

General Manager
Sofitel Hangzhou Westlake
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney
1 review
Reviewed December 23, 2012

Great location for both business and pleasure. All the facilities required for a comfortable travel is there, the only negative is some patrons were noisy on the level I was on. I was disappointed that the free massage that came with the room rate I chose was between 11:00am and 6:00pm during a time when patrons are not in the hotel. I felt cheated.
The gym did not have a complete set of equipment but adequate for a work out.

  • Stayed December 2012, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank albanwty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelHangzhou, General Manager at Sofitel Hangzhou Westlake, responded to this review, December 30, 2012
Dear Sir/Madam:

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 and review the massage inclusion timing requirement. 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,

General Manager
Sofitel Hangzhou Westlake
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hong Kong, China
Level Contributor
20 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed December 7, 2012

The hotel is nicely located next to the famous West Lake of Hangzhou, definitely convenient for tourist visits. The overall experiences were great except the rooms and the decoration are a bit outdated and need urgently renovations. I properly will book again, but with considerations.

  • Stayed December 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Chibke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelHangzhou, General Manager at Sofitel Hangzhou Westlake, responded to this review, December 30, 2012
Dear Sir/Madam:

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. 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,

General Manager
Sofitel Hangzhou Westlake
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sofitel Hangzhou Westlake

Property: Sofitel Hangzhou Westlake
Address: No.333 Xihu Avenue, Hangzhou 310002, China
Location: China > Zhejiang > Hangzhou
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Romantic Hotel in Hangzhou
#7 Spa Hotel in Hangzhou
#10 Business Hotel in Hangzhou
#12 Luxury Hotel in Hangzhou
#41 Best Value Hotel in Hangzhou
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sofitel Hangzhou Westlake 5*
Number of rooms: 233
Official Description (provided by the hotel):
Sofitel Hangzhou Westlake occupies a unique lakeside site close to Hangzhou’s business and shopping district, only a short walk from the recreational complex of Xihutiandi. Business and leisure travelers alike will find this the ideal location for a comfortable and relaxing stay. 2014, Sofitel Hangzhou Westlake has re-launched to enable the hotel to offer enhanced guest service and better reflect the Sofitel trademark blend of French sophistication and art de vivre with the essence of traditional Chinese hospitality. Hotel enjoys convenient access to Hangzhou’s Xiaoshan International Airport and the Hangzhou East Railway Station. It takes only 10 minutes by car to reach the Hangzhou City Railway Station and five minutes on foot to Metro Line 1 station. ... more   less 
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Also Known As:
Sofitel Hangzhou Westlake Hotel Hangzhou
Hangzhou Sofitel

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