- 5 stars Hotel without good air-conditioner - Not providing convenient room and comfort to the guests. - Staff Hotel not even solving guests complaint. - Air conditioner not running well, noisy room environment.

The housekeeping was not met. The cups weren’t washed. The beds weren’t tided properly. Some of our rubbish was also not cleared away. The service was not what we expected based on the reviews.

convinient location, 10 minutes walk to water front, 20 minutes walk to the most popular shopping district

Near West lake

The hotel is located cross street distance from the world famous Westlake. The hotel rooms are super clean and spacious. The staff are well trained, but I found the male staff members were less patient than the female staff. Another thing should be improved is the transportation. The taxi or Uber drivers sometimes were not able to drive to the front of the lobby to pick up guests - inconvenient when with luggage.

Stayed for two nights and the experience is fantastic. The hotel is close to metro station and the west Lake is cross the street. Hotel is clean and staff is very polite and friendly. Breakfast has a lot of options and is good value for money. The cleaning lady who is responsible for 4th floor has done a great job to make my room clean and comfortable. Thanks for providing excellent customer experience.

Very nice hotel despite being slightly old. The hotel is very pretty and service is extremely good.

This property was amazing. For the location and price, it can't be beaten. It was a 3-minute walk to a fun part of the west lake with food and dining. The cabs were able to pull up to the front of the lobby. The service was really good. Can't way enough good things about this hotel. I will definitely be back

The staff were more than accommodating. They helped make my stay enjoyable.

area for improvement for staff at dining room making noises while pulling the chairs during clearing

The room is one of the best we have stayed, the other greatest experience are the staffs we met, especially the gentlement Liu (小刘) from the conciege, he is

Great location, very helpful staff. Virus means breakfast is limited but still very good. Right by the lake, wonderful. Good English spoken. Room great too. Walking distance to lake,pagoda, shops. Thoroughly recommend.

The room is nice. The staff are not professional. Not enough people to handle check in. Had to wait long for my turn. Reception staff are not experience, ie: does not know how to charge to foreign credit card, transport transfer booked through hotel but they said through others and could not print out receipt, staff checked out my room wrongly by seeing wrong number. Breakfast was not good. Used my card to go into breakfast venue which was paid with my room. The staff said my breakfast was not included which i said it was included. Another staff came and checked and then said my room came with breakfast.

Very good room air conditioner on Winter. Also very silent at room.

Room was meticulously made up every day. Because of a free upgrade, room was exceptionally comfortable.

Room was meticulously made up every day. Because of a free upgrade, room was exceptionally comfortable.

Everyone is helpful and friendly. They take very good care of me from the moment I arrive until they put me in a taxi to head to my next destination. One of the most pleasant stays. The manager Raymond always takes care of me. Thank you Raymond for your hospitality.

Everyone is helpful and friendly. They take very good care of me from the moment I arrive until they put me in a taxi to head to my next destination. One of the most pleasant stays. The manager Raymond always takes care of me. Thank you Raymond for your hospitality.

Wonderful staff, excellent service, beautiful hotel, fantastic artwork in every part of the hotel. Loved it.

Close to the lake. Comfortable stay after a day out. Staff are generally friendly.

It was NOT a 5 star hotel at all. The bathroom and the cleanliness is not up to par with a five star hotel. It was old, dusty and dirty bathroom, The room was old and dim looking with dust. The Housekeeping was not good. The front desk even told us we were upgraded to a higher room but when we walked in, it was horrible looking and old. Not what we expected for five star and for the price we paid, I think you can find a better hotel with same convenience around the west lake.

It was close to West Lake. They locate us in a small room, with dirty carpet and old furniture. The fan in air conditioner made a horrible noise in the middle of night, I could get a good sleep. We requested a room change which was accepted

It was close to West Lake. They locate us in a small room, with dirty carpet and old furniture. The fan in air conditioner made a horrible noise in the middle of night, I could get a good sleep. We requested a room change which was accepted

excellent service and quality of accommodation. Brilliant and extraordinary staff, Anisa, Chhing and Felicity. Definitely recommend and will return.

Good location and nice room a little dated but clean with the best most comfortable bed ever!

Good hotel, will stay next time again!

Close to the lake. Clean, quiet, great location, excellent restaurant right around the corner. Yilan Westlake Restaurant.

Services offered by staff is very good. However, facilities in the room is not in good condition. Breakfast is good with different choices of food.

Good breakfast. Confusing checkin. Room a bit dated.

Overall its a 4 star on hardware and a 3 star on service, nothing close to 5 star hotel. While I was checked in, reception girl dressed causally, hotel looks not busy, she offered me upgrade to executive room at executive level then on the second day when we tried to pick up couple snack at executives lounge, a service girl came to see me saying We don’t have authority to use the lounge ! We were shocked and embarrassed! What could be more insulting to a guest being told the upgrade (without telling us that we can’t use executive lounge?) it’s ridiculous for a 5 star hotel creating a special category call “executive “ but without executive right! The cost for the consumption at lounge is nothing compared to the hotel rate! Also it’s not necessary compared to disappoint a vip customer! If really can’t afford your client using the lounge, simply just don’t tell your client about the “upgrade “! For a further disappointment when we met duty manager, the girl felt strange for our complaints :( she might not know for other 5 star hotel, when guests being arranged in executive room automatically u can access the lounge with your card!

Convenient to airport and shuttle. Friendly and help staff. Air conditioning very weak and lighting was dim. Also Magic Cuisine restaurant hosting staff not very responsive and food was not good, so hopefully will improve in the future.

I would rate this hotel about 3.5. Location is excellent, but overall impression is average.