Ratings based on 192 Verified Reviews

4.0 out of 5
75% of guests recommend
4.2 Room cleanliness
4.2 Service & staff
4.1 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from San Francisco, CA, USA

Nice, clean hotel.

Posted Apr 21, 2018
Pros: Cleanliness and convenient location.
Cons: Bathroom could use some updating. Shower door handle broken.
Location: West Lake 1/2 block to the west. Public bus stop almost at hotel front door. Subway station (Ding’an Road) 15 minute walk to the east.
Nice, clean hotel. Great location, not far from Hangzhou East Train Station. Taxi ride about 35 RMB. A short 1/2 block to West Lake. At the same time, close to restaurants, shopping, banks and the subway. Good size room. Bathroom very clean, but could use some updating.
Comment from Hotel Management
Apr 23, 2018 by Hedy Hu, Hotel Management
Dear Guest, 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. Also, I will pass on your opinion to relevant department to pay more attention on it. Thanks for your suggestion again. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Assistant Guest Experience Manager Sofitel Hangzhou Westlake
2 out of 5
Recommended
for Everyone
by A verified traveler from new zealand

Posted Jan 31, 2018
Nice hotel, good Wi-Fi, good staff and best part - close to westlake.
Comment from Hotel Management
Apr 24, 2018 by Anna Shi, Hotel Management
Dear guest, thank you for taking the time and telling us about your experience. your comment is much positive however the review rating is quite low, I hope next time you will have a pleasant stay and positive review feedback. Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake
4 out of 5
Recommended
for Everyone
by A verified traveler from Singapore

Comfortable stay

Posted Jan 24, 2018
Pros: Location proximity to West Lake and a friendly service.
Cons: Air- conditioning system as it only blowed hot air.
Location: The Lake and its outlets
Enjoyed our stay at this hotel. Comfortable room with very firm bed. Friendly and helpful staff. Special mention and compliment to Ellen a young female service staff at breakfast, who was most helpful and very service oriented. Good location within 2 minutes walking distance to West Lake. Breakfast was good with many choices. Had dinner at the Chinese restaurant - food was quite good and well presented.
Comment from Hotel Management
Jan 31, 2018 by Anna Shi, Hotel Management
Dear Hew, Thank you for sharing a positive review. It is always a pleasure to know that our staff has attended to every guest's need, I will share with our team especially with Ellen, it is our hope to welcome you back again and wish your next visit will be as pleasant as previous one. Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake
4 out of 5
Recommended
for Everyone
by A verified traveler from Singapore

Hotel close to Westlake

Posted Jan 3, 2018
I like to commend staff for their excellent service. Front desk (Lucy and Ms Chai) business center (Jasmine Sun) who helped us secure train tickets. Restaurant staff can improve. Some of them seemed preoccupied with their handphones. Does not live up to the standards of Sofitel. It’s plus is that it is near Westlake. So you can go for a morning walk by the lake everyday
Comment from Hotel Management
Jan 18, 2018 by Anna Shi, Hotel Management
Dear Frank, Thanks for staying with us. We appreciate your feedback! I will share it with our team especially to Lucy, Yuna Chai, and Jasmine, I am sure that this will serve as an encouragement to all of our team. we hope your next visit will be as pleasant as previous one. Guest Experience Manager
5 out of 5
by A verified traveler

Great hotel. Will definitely stay again.

Posted Dec 31, 2017 on Hotels
Great hotel. Restaurant is terrific. The only issue we had was a leaking shower door. Other than that, everything was excellent.
5 out of 5
by A verified traveler

Great hotel at a great location

Posted Dec 24, 2017 on Hotels
Great hotel. Everything is what it should be. Will definitely stay again.
5 out of 5
Recommended
for Everyone
by A verified traveler from Singapore

Practically Next to the Lake

Posted Dec 13, 2017
10 to 15min by taxi from Hanhzhou Station. Well run and efficient.
Comment from Hotel Management
Dec 15, 2017 by Anna Shi, Hotel Management
Dear Guest, Thanks for staying with us. We appreciate your feedback!
5 out of 5
by A verified traveler

This traveler left a rating score only Posted Nov 27, 2017 on Hotels
3 out of 5
Recommended
for Everyone
by A verified traveler from Hangzhou, China

Service can be better

Posted Nov 23, 2017
Staff at the reception isn’t what you would consider welcoming .... rooms are not ready way past check-in time at 2pm which is considered late for this part of the world.... staff not even apologetic or tried to help us locate a place to wait at the hotel. This is not the Sofitel standard you would expect elsewhere. The good thing about this hotel is the location... near to the West Lake and the West Lake Commercial District. It also has a very good Chinese restaurant.
Comment from Hotel Management
Dec 1, 2017 by Anna Shi, Hotel Management
Dear Yit, Thank you for sharing your feedback with us. the check in experience was not up to expectation, please accept our sincerest apologies, please rest assure that we are addressing the room waiting issue and prevent future occurrence. Thank you again for your concern, it is our hope to serve you better in nearly future. Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake
4 out of 5
by Hyowon

Posted Nov 20, 2017 on Hotels
Sofitel hotel's location was fantastic, walking distance from West Lake and all its nice scenery, cafes and good restaurants and bars. The hotel itself was good, but the room I stayed on 3rd floor was quite old (carpet and furniture were quite old and their fabric was worn off quite a bit). Staff services and attention was great, very dedicated and attentive, very considerate and caring.
Comment from Hotel Management
Dec 15, 2017
Dear Hyowon, 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.