Friendly service received from Jane Zhang

We paid extra for a Lake View to only see the back of a buildings parking lot—there is no lake view. On top of that, hotel does not feel like a 5 star hotel and the hotel receptionist staff is not professional.

All is great. The only thing is the check-in process is very slow with a long line of customers waiting. The receptionists seem to be unskilled with their computers.

Stay well, comfortable, safe

Great location, friendly staffs at horizon club

Good location and good service.

Liked all of it, very nice place.

The hotel is excellent. Location is desirable. The staff is very friendly and helpful.

The hotel is a business stay with all the required installations in a nice enivroment. The lobby seems to be always crowded and this makes the service in this area lacking personality. The rooms are very nice, however a bit small for this category of hotel. It is very well located for tourism purposes close to major shopping areas and the western lake.

The Room was very nice The lobby of the hotel is nice and location of the hotel is excellent Staff are very friendly

The Room was very nice The lobby of the hotel is nice and location of the hotel is excellentStaff are very friendly

The location is excellent and easy access to the city center and the lake as well. The service is great as the staffs are very helpfuland friendly. We upgraded to the Horizon club and the food n drink are excellent. The people are friendly and I would like to praise Strong Zhuang who has been very helpful during our stayed.

The location is excellent and easy access to the city center and the lake as well.The service is great as the staffs are very helpfuland friendly. We upgraded to the Horizon club and the food n drink are excellent. The people are friendly and I would like to praise Strong Zhuang who has been very helpful during our stayed.

The club lounge on the top floor is good for happy hour and casual chat. Breakfast is tasty and great!

An enjoyable stay in Hangzhou. Location is good. Hotel is next to the famous scenic West Lake. With shopping & life style Mall, Kerry Center by the side, it's so convenient. Metro is also located below Kerry Center making accessibility so easy. Con : Hotel need to improve on the quality of it's break fast spread. Room carpet may need to be replaced due to wear & tear.

An enjoyable stay in Hangzhou. Location is good. Hotel is next to the famous scenic West Lake.With shopping & life style Mall, Kerry Center by the side, its so convenient. Metro is also located below Kerry Center making accessibility so easy.Con : Hotel need to improve on the quality of its break fast spread. Room carpet may need to be replaced due to wear & tear.

When we arrived at the hotel around 3pm, we were informed that the rooms were not available. However, the check in time was at 2 PM. They informed us that we needed to wait another two hours possibly, which would’ve made our check in time at 5 PM. That was the first stumbling block, coupling on top of that the receptionist at the front desk was not very helpful or professional in apologizing or suggesting a room upgrade at a discount price. It almost seems as if it was our fault for arriving at the hotel and booking them, and not as a proper guest of the hotel. For a five-star facility, I was expecting great customer service and professionalism. Unfortunately some of these for fell short, I do not know if this is the result of Hangzhou culture, or the greater demographic of China, I was expecting the service to not be subpar, but of very high standards. Perhaps, it is because I am bilingual in Chinese and English, that they treated me as if I was from China, which I’m not as I showed them my passport abroad. In any case, as a frequent traveler, and as a gold member of hotels.com, this stay was not to my understanding of our five-star hotel should be run. The room also had a stale and smoking smell, even though we requested a non-smoking room. The stay was barely satisfactory.

When we arrived at the hotel around 3pm, we were informed that the rooms were not available. However, the check in time was at 2 PM. They informed us that we needed to wait another two hours possibly, which would’ve made our check in time at 5 PM. That was the first stumbling block, coupling on top of that the receptionist at the front desk was not very helpful or professional in apologizing or suggesting a room upgrade at a discount price. It almost seems as if it was our fault for arriving at the hotel and booking them, and not as a proper guest of the hotel. For a five-star facility, I was expecting great customer service and professionalism. Unfortunately some of these for fell short, I do not know if this is the result of Hangzhou culture, or the greater demographic of China, I was expecting the service to not be subpar, but of very high standards. Perhaps, it is because I am bilingual in Chinese and English, that they treated me as if I was from China, which I’m not as I showed them my passport abroad. In any case, as a frequent traveler, and as a gold member of hotels.com, this stay was not to my understanding of our five-star hotel should be run. The room also had a stale and smoking smell, even though we requested a non-smoking room. The stay was barely satisfactory.

I stayed in this hotel back in Oct last year, but this time it’s noisy with many children running around, and the hall way smells very damp with dehumidifiers maybe because of its raining season.... but the location is great with access to a shopping mall and to the subway, and the restaurants are excellent, too.

Excellent experience. Ideal location for visit to West Lake, short walk to main attractions & plenty of nearby restaurants. Hotel was excellent, comfortable & big enough to stretch out. Lovely shower/bath & excellent room service. Consierge service excellent - only slight downside was self service breakfast was a bit chaotic in sense was very busy & was constantly trying to avoid bumping into people. However, food options good.

quiet, just in the edge of Xixi westland, nice hotel and good staffs

West lake view is very good . Staff is helpful and nice. Food in club lounge is also very good

I liked everything , staff was very nice and helpful

This is so far one of the best hotels that I have stayed in China with excellent service.

Excellent staff at the Horizon lounge, attention to detail.

This hotel has a very good location. It connects with a big mall with many restaurants.

Very good location , staffs are nice, lobby and restaurant are beautiful. Breakfast not excellent

Very good location , staffs are nice, lobby and restaurant are beautiful. Breakfast not excellent

Very good location. Clean room and comfortable bed.

Good location. The service privided from Concierge, Ethan is excellent.

Nice hotel. Located near west lake walking distance, and a mall just next to it. Breakfast was above average. Thank you for arrangement. Will come back again!

Nice hotel.Located near west lake walking distance, and a mall just next to it. Breakfast was above average.Thank you for arrangement.Will come back again!