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“Depressing view”

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Sofitel Hangzhou Westlake
Ranked #15 of 2,443 Hotels in Hangzhou
Certificate of Excellence
Reviewed March 27, 2014

West lake? My view was of an old apartment building. Room was very depressing, nothing like other Sofitel Hotels. Service was not helpful. I tried to have my room changed, no one tried at all to help. I was promised as a"sorry" a fruit basket, it never arrived.

  • Stayed: March 2014, traveled on business
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Review collected in partnership with Sofitel.com
Thank P B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelHangzhou, Manager at Sofitel Hangzhou Westlake, responded to this reviewResponded March 27, 2014

Dear P B,

Thank you very much for your comments regarding your stay at the Sofitel Hangzhou Westlake.

I'm sorry for the fruit basket issue; please allow me to express my sincerest apologies. We will improve our service processes to ensure that such mistake no longer occurs. Sorry for your inconvenience, please give us an opportunity to feel our improvement at your next visit.
We’re effectively on the process of hotel room renovation. It is our aim to provide better service and elegant living environment. I believe our hotel will meet your expectations better in near future.

I sincerely invite you to visit our hotel again and please do not hesitate to contact me via email qm@sofitelhangzhou.com.cn or through our Guest Relation ambassador for your next booking.

Regards,

Quality Manager
Sofitel Hangzhou Westlake

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199 - 205 of 620 reviews

Reviewed March 24, 2014

  • Stayed: March 2014, traveled as a couple
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Review collected in partnership with Accorhotels.com
1  Thank leunggys
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
SofitelHangzhou, Manager at Sofitel Hangzhou Westlake, responded to this reviewResponded March 27, 2014

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed March 21, 2014

  • Stayed: March 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank mhilal77
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
SofitelHangzhou, Manager at Sofitel Hangzhou Westlake, responded to this reviewResponded March 24, 2014

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed March 14, 2014 via mobile

The whole place is unremarkable except for service.
Spoke to Food and Bev manager. Asked why so much food was premade and sitting out getting cold. He told me because they had 150 guests. I asked if he expected them to all come at once. He just said they were Chinese. Maybe he thinks Chinese people enjoy cold and stale food. He checked the grilled tomatoes which were cold and just left it that way.
Otherwise the hotel was neither good nor bad. Good coffee in room.

  • Stayed: March 2014
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1  Thank Lucky_man2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelHangzhou, Manager at Sofitel Hangzhou Westlake, responded to this reviewResponded March 17, 2014

Dear Lucky_man2,

Thank you for sharing your stay experience with us!
I totally understand your concerns, and please allow me to express our sincerest apologies. For the issues you mentioned above, We will start to improve immediately, enhance training and supervision. We always strive to provide a superior stay experience for every customer and I believe our hotel will meet your expectations better in near future.
We look forward to meeting you again at Sofitel Hangzhou Westlake!

Sincerely,

Quality Manager
Sofitel Hangzhou Westlake

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 18, 2014

Overall I was very happy with this Sofitel. The location is good - this area or the area near Shangri-La are basically the two best areas to be in for sight-seeing and restaurants/bars. The area around the Shangri-La might be a little better, but it's a toss-up. The room was extremely comfortable - the beds are great, the bathroom was new and super-clean. The concierge was gruff but very helpful, telling us when things we were trying to get taxis to were closed, etc. And the check-in/check-out was painless and friendly.

  • Stayed: February 2014, traveled with friends
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Thank Vnyc80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelHangzhou, Manager at Sofitel Hangzhou Westlake, responded to this reviewResponded February 23, 2014

Dear Vnyc80,

Thank you for your positive feedback! I’m very pleased to hear from you that you had a wonderful time in our hotel. 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. At Sofitel, we strive to provide a superior service experience for every customer. Hope you will become our close friend! I look forward to meeting you again at Sofitel Hangzhou Westlake! Thank you again for your support!

Sincerely,

Quality Manager
Sofitel Hangzhou Westlake

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 16, 2014

  • Stayed: January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with Accorhotels.com
Thank Andy Z
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
SofitelHangzhou, Manager at Sofitel Hangzhou Westlake, responded to this reviewResponded January 23, 2014

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Reviewed January 15, 2014 via mobile

Stayed for 2 nights. Taxi driver knew the hotel andhad no problems getting their. The driveway is actually the pedestrian walkway so the driver dropped me off at the street corner rather than drive in.

The hotel is rather old and is under renovation. They were almost done with the new reception when I left. Not sure when all the renovations would be completed.

Check in was at a temporary set of tables. It was smooth. Not much seating at the lobby though.

Was assigned a room at the 5th floor. This was the club floor. It seems renovations have yet to start for this floor. A colleague staying at the 3rd floor seemed to have a newer room.

The room was much too hot upon entering. Front desk suggested to turn off the AC entirely but the room was too stuffy. Thankfully, the window could be open and they delivered a fan. The room itself was pretty big. There was a good work desk and wired internet connectivity. There was a large in room safe and 2 bottle of water provided free. L'occitane toiletries were provided and a good set of amenities. The room and bathroom themselves were clean but showing age. Nevertheless, well maintained enough. The bathroom could do with a towel bar close by the shower stall though.

Breakfast was on the 6th floor. The spread was ok. Checkout was smooth and the staff called for a taxi for me. 

 Overall, the staff were very helpful and service was great.  The infrastructure would hopefully be better after the renovations.

Stayed: January 2014, traveled on business
Thank Plus2kids
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelHangzhou, Manager at Sofitel Hangzhou Westlake, responded to this reviewResponded January 16, 2014

Dear Plus2kids,

We very much appreciate your comments regarding to your stay at the Sofitel Hangzhou Westlake. At Sofitel, we strive to provide a superior service experience for every customer. We are working on improvement of living environment. I believe our hotel will meet your expectations better next time. Thank you again for your support!

Sincerely,

Quality 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

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
#9 Spa Hotel in Hangzhou
#10 Business Hotel in Hangzhou
#14 Luxury Hotel in Hangzhou
#40 Best Value Hotel in Hangzhou
Price Range: $109 - $167 (Based on Average Rates for a Standard Room)
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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