Conrad Hangzhou Tonglu

I deeply regret booking this hotel. I booked a One-Bedroom Villa, which cost almost TWICE as much as my friend’s standard twin room. Naturally, I expected a better room and a higher level of service. Instead, my friend’s standard room was significantly larger than my villa—and their booking even included breakfast and dining credit. So I basically paid almost double the price to receive a smaller room with fewer benefits. It honestly made me feel foolish for choosing the more expensive room. The villa also came with a small private pool in front of the room, but it was so dirty that we could not even use it. I contacted the hotel and specifically requested that someone come and clean it, but no one did. What is the point of having a private pool when it is too dirty to use? Unfortunately, the lack of attention to basic hotel standards continued throughout the stay. Even the bed was made carelessly, as shown in the photos I have attached. For a hotel at this price level, this is simply unacceptable. It genuinely made me question whether management regularly inspects the rooms or checks that proper standards are being maintained. What shocked me even more was when I ordered ice to the room. In every proper hotel I have stayed at, ice is normally delivered in an ice bucket. Here, the staff delivered it in a PLASTIC BAG. I have never experienced anything like this before, even at much cheaper hotels. For a property positioning itself as an upscale hotel, this was extremely disappointing and felt below even a two-star hotel standard. Communication with the front desk was also very difficult because the staff spoke very limited English. This hotel is quite far from Shanghai, so getting here requires both time and effort. I expected the destination, accommodation, and service to make the journey worthwhile. Unfortunately, none of them did. The issue is not simply that the villa was disappointing. The overall management, housekeeping, service standards, staff communication, and attention to guests were all far below what I expected from a hotel at this price level. Considering the amount of money spent, the long journey to get here, and the overall experience we received, I cannot recommend this hotel. There are many other hotels where the same budget would provide a much better experience, better service, and far greater attention to basic hospitality standards. This was easily one of the most disappointing hotel stays I have had.

TRASH HOTEL. DO NOT STAY. Put disinfectant into bottle water. Deny problem, claiming it’s not their issue. Lying front desk. Denied upgrade to double queen bed but claims my room is better, which is wrong. They just gave a very basic room. Just avoid it.

We had a lovely stay in Conrad Tonglu. As a big fan of Conrad, we stayed in as many Conrad as we traveled. This is definitely the best so far. Views are spectacular while the service is top in the line. Special thanks to Yuki, Jane and Ethan. They made our trip warm and welcomed. I had many concerns when I tried to bring my grandparents (they are in their 90s). They made the process smooth and easy. Jane arranged golf cart for my grandparents to travel to top of the hill and to the lake. They had some great time.

I stayed 4 nights here and had an amazing time. The staff is very kind and helpful as I had some room changes. In addition, they offer many services such as photos. It’s a complimentary service which allows you a photo shoot with makeup, outfit, and professional photos + touch ups. The spa was wonderful as well and I had a basic hydrating facial. All in all this is a beautiful resort in a very special location. I would recommend renting a car as it takes 5-10 minutes to call a taxi each time.