Ratings based on 138 Verified Reviews

4.0 out of 5
75% of guests recommend
4.1 Room cleanliness
4.2 Service & staff
3.9 Room comfort
3.7 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 13, 2018
Decent hotel at the best location by West Lake. Room a bit dated but well maintained and very clean.
Comment from Hotel Management
Apr 15, 2018 by Alice, Hotel Management
Dear Guest Thank you for taking your time in sharing your kind feedback with us. We are delighted to hear that you have taken the opportunity to stay in our hotel and had a very memorable experience. We will certainly share this review with all colleagues concerned and look forward to welcoming you back to Shangri-La Hotel Hangzhou soon. Your sincerely
4 out of 5
by A verified traveler from oregon

Hotel is too old.

Posted Feb 9, 2018
Everything is too old. Lobby temperature is cold. Colation is close to the lake but not by the lake.
Comment from Hotel Management
Feb 15, 2018 by Shangri-la Hotel Hangzhou, Hotel Management
Dear Guest Thank you for your review of Shangri-la Hotel Hangzhou. We too are disappointed with your stay experience with us and are concerned about the service issues you have raised. Would you please provide us with more details so we may investigate internally and take necessary actions to improve services if needed. I look forward to hearing from you soon. Thank you and best regards.
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel across west lake

Posted Dec 28, 2017
Staffs were helpful and cheerful. West lake is within walking distance and many eateries around the area too.
Comment from Hotel Management
Dec 29, 2017 by Never Hu, Hotel Management
Dear Liz, Thank you for taking your time in sharing your kind feedback with us. We are delighted to hear that you have taken the opportunity to stay in our hotel and had a very memorable experience. We will certainly share this review with all colleagues concerned and look forward to welcoming you back to Shangri-La Hotel Hangzhou soon. Yours sincerely, Communication.
3 out of 5
by A verified traveler

Posted Dec 28, 2017 on Hotels
Comment from Hotel Management
Jan 3, 2018
Dear Guest Thank you for taking your time in sharing your kind feedback with us. We are delighted to hear that you have taken the opportunity to stay in our hotel. We hope we will have another chance to welcome you back. Yours sincerely, Communications.
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Nov 29, 2017
Wonderful location steps from West Lake and helpful and kind staff. As others have stated, the building and room decor is a bit dated but it was still very comfortable. Horizon lounge in East Wing has beautiful views, we enjoyed it during the cocktail hour and for breakfast.
Comment from Hotel Management
Dec 4, 2017 by Never Hu, Hotel Management
Dear Guest Thank you for taking your time in sharing your kind feedback with us. We are delighted to hear that you have taken the opportunity to stay in our hotel and had a very memorable experience. We will certainly share this review with all colleagues concerned and look forward to welcoming you back to Shangri-La Hotel Hangzhou soon. Yours sincerely, Communications.
5 out of 5
by Shao

Posted Nov 10, 2017 on Hotels
A very nice location near Xi Hu. Stay for the location.
Comment from Hotel Management
Nov 17, 2017
Dear Shao, Thank you for taking your time in sharing your kind feedback with us. We are delighted to hear that you have taken the opportunity to stay in our hotel and had a very memorable experience. We will certainly share this review with all colleagues concerned and look forward to welcoming you back to Shangri-La Hotel Hangzhou soon. Your sincerely, Communications.
5 out of 5
Recommended
for Everyone
by A verified traveler from Pittsburgh

Best location for visiting the West Lake

Posted Oct 24, 2017
Best location for visiting the West Lake. The two causeways are a few steps away.
Comment from Hotel Management
Oct 31, 2017 by Shangri-la Hotel Hangzhou, Hotel Management
Dear Ray, Thank you very much for taking time to share your experience at the Shangri-La Hotel Hangzhou with us. I am glad to hear that you enjoyed our location. Should you travels bring you back to Hangzhou, I hope to have the chance to welcome you again.
5 out of 5
by Yumei

Best of the best, highly recommended.

Posted Sep 15, 2017 on Hotels
A wonderful stay. The most friendly place and staff I encountered, and I have traveled many many places. A lot of perks including the Horizon lounge with relaxing environment and atomesphere with stunning view to the West Lake. My husband and I had great time and will definitely stay here again next time we are in Hangzhou. Best of the best, highly recommended.
Comment from Hotel Management
Sep 20, 2017
Dear Yumei Thank you for taking your time in sharing your kind feedback with us. We are delighted to hear that you have taken the opportunity to stay in our hotel and had a very memorable experience. We will certainly share this review with all colleagues concerned and look forward to welcoming you back to Shangri-La Hotel Hangzhou soon. Your sincerely
4 out of 5
by A verified traveler

Posted Jul 22, 2017 on Hotels
Comment from Hotel Management
Aug 28, 2017
Dear Guest Thank you for sharing your experience at Shangri-la Hotel Hangzhou, we look forward to welcome you back to our hotel soon.
3 out of 5
Recommended
for Everyone
by A verified traveler from Hong Kong

Location good but service could be better

Posted Jul 2, 2017
Being our first time stay in Hangzhou with my elderly mother, we chose Shangri La due to its proximity to the lily ponds of West Lake as recommended by a friend. We were given a lakeview room in the East Villa which is rather dated but sufficiently comfortable. Hotel reception staff was friendly but when asked for transportation and sightseeing information, the somewhat sullen young concierge was less than helpful and only provided piecemeal info when pressed. The concierge the next morning doesn't seem to know the area well as he advised us to walk a longer distance to the Yuamiao bus station when the earlier bus stop is located just at the hotel driveway, a 2 min walk to the hotel entrance !! Tips : - the hotel has East and West Villa which are connected by a 4 min indoor passage; the swimming pool and gym is located in another separate building near the East Villa - the West Villa is right on Beishan St and there are tourist maps and info at the concierge desk, something lacking in the East Villa; staff are more pleasant and volunteered greetings to guests - there are a number of public buses running in Beishan Street; #7 to train station, #51 (access to Hei Fang St with pedestrian walking street and lots of eateries) and 52 are round the lake routes, #27 to the tea museum
Comment from Hotel Management
Jul 6, 2017 by General Manager, Hotel Management
Dear JY, I would like to thank you for choosing the Shangr i-La Hotel Hangzhou, and for sharing with us your experience. I am truly sorry that your stay did not meet our usual high standards. Your constructive comments have been discussed with the team and appropriate actions have been taken to remedy to this kind of situation in future. I do hope that we will have the opportunity to welcome you again should your travels bring you back to Hangzhou.