Excellent location. Food at restaurant was delicious, massage was great.

Nice view close to the lake, great front desk service. however smoke outside hotel decreased level of hotel.

Best location and wonderful food.

very hot rooms (27C), and they do not know how to reduce the temperature. But they do manage to change a room for me, but I need to open the door to let cold air to come in. They are very slow to refund the deposit. I left the hotel 3 days ago, they still have not yet refund my deposit yet.

After one week my room deposit is still not refunded. No one can tell me when this will happen or tried to solve the problem at site on my check out. Everything got excused to banking problems. This kind of behavior or service with such an issue i would expect from a low level hotel chain, but not from an exquisite house like hyatt, this matter should be able to solve right away. Very very disappointing.

Big, clean rooms, nice view on the lake ( in case you booked), spa needs improvement. Rather low value for money.

Big, clean rooms, nice view on the lake ( in case you booked), spa needs improvement. Rather low value for money.

It’s a fantastic facility and even better location. I would highly recommend it to anyone and everyone!

It’s a fantastic facility and even better location.I would highly recommend it to anyone and everyone!

Staff was super helpful with train tickets and internet purchases, especially Ollie Xie. Pool was good size, about 25 m, but only 3 lanes without crowding because of its configuration.

I’m very much satisfied

Very good location right beside west lake. Hyatt always has its quality and reputation. Strongly recommend.

Hotel was under renovation. Overall air quality was not good. Non-smoking floor was filled with cigarette odours. Audio tv system does not function well. Room carpet was not well vacuumed.

Hotel was under renovation. Overall air quality was not good. Non-smoking floor was filled with cigarette odours. Audio tv system does not function well. Room carpet was not well vacuumed.

Very bad experience and I should get at least ½ refund for the money I paid!!!

The actual hotel itself was quite nice, The service was actually pretty poor, if not outright bad. Asked about times things opened 2x and they were wrong both times. Took 6x to get coffee one morning. I have stayed at Hyatt’s maybe 200 times, and this was really off.

Great stay

Perfect location. Extremely friendly and helpful service. The rooms were laid out very well with many usb connections throughout. We had a garden patio which we really enjoyed.

1. The reception staff, while polite and friendly, had zero knowledge of the local areas and streets around the hotel. I asked two people about a street nearby and both responded by saying they were not from here... 2. The local area has MAJOR construction that has been going on for months, and is expected to continue for the next months. This is causing serious problem getting around. I wish I knew about this before hand, which would have definitely affected my choice of hotel during this stay

1. The reception staff, while polite and friendly, had zero knowledge of the local areas and streets around the hotel. I asked two people about a street nearby and both responded by saying they were not from here...2. The local area has MAJOR construction that has been going on for months, and is expected to continue for the next months. This is causing serious problem getting around. I wish I knew about this before hand, which would have definitely affected my choice of hotel during this stay

The hotel is nice and very modern. It’s just next to west lake which is very convenient for tourist. We had a great diner in their Chinese restaurant. But the room is very small and has only two twin beds. I booked a room for 3 adults (my mom, my daughter and myself), ended up my daughter slept in the sofa.

The hotel is nice and very modern. It’s just next to west lake which is very convenient for tourist. We had a great diner in their Chinese restaurant. But the room is very small and has only two twin beds. I booked a room for 3 adults (my mom, my daughter and myself), ended up my daughter slept in the sofa.

The round coffee table is too big in the room. The lobby is very nice.

Booked a lake view room. Lobby and view from the bedroom were fantastic. Visited the spa and the spa was fabulous, very good massage. Downside was the bedroom was a bit runned-down and felt like staying at a hostel rather than a five star hotel. The sound of the doors slamming from the other rooms disturbed the comfort of the sleep during the night.

An amazing hotel with fantastic food, room and views. Access to attractions was a plus from here. Can’t recommend enough about the service by the staff here. The club lounge was a bonus, to watch the sunset by the lake. Definitely a highly recommended hotel!

The hotel is at a great location. Next to the West Lake, in front of the plaza where musical fountain is performed nightly. Do not miss it. Beautifully designed room. Many details show us that the designer also paid great attention to what customers might use, not just give us a pretty looking room. Wonderful staff, from our arrival to departure, are very well trained yet so natural. My wife and I promised each other to come back here and stay longer next time.

doing lobby construction, no body told me when I book this hotel, smell's bad. If I got this notice before, I won't book it.

doing lobby construction, no body told me when I book this hotel, smells bad. If I got this notice before, I wont book it.

There was construction going on during my stay and every time I took the elevator I could smell the sewage smells wafting in from (presumably) the construction activities. The breakfast selection (especially the western options) was limited and corridors were not well air-conditioned. Those were the negatives. However, the positives (location, regency club, hotel staff) far outweigh the negatives. I will stay here again, and I am positive the updates they are doing will bring the place back up to its usual self.

nice location, good stuffs, good room, but a little noisy coz zero distance to west lake with lots of tourist

It is a nice and good hotel, clean and staffs are good & professional.

This was one of my worst hotel experiences. My family arrived in the hotel and was given a room reeked of smoke. We immediately called and was given another room, which smelled funny. I couldnt figure out what it was. The next day, it was raining in Hangzhou and it was leaking water through the bay window. I then realized the funny smell in the room was mold. I was so mad and called the front desk. They changed us to another room which seems to be normal. Then our room card did not work for a period and we have to have someone come up to help us open the door. After all these drama, we planned to go out for food, the safety box stopped working and we called the hotel again. After 20 min, a repair guy was sent to the room, he clearly was a smoker and smelled bad. He told us the battery was bad and needed to be replaced and he would need to go get those. We wasted another 1 hour till all was fixed. So many drama. The hotel facility is in a bad situation, every piece was breaking down. The gym was in the basement with no view at all. One of the days the basement was rented out for an event with hundreds of people walking around while i was using the gym. One of our worst experiences by far.