This is an excellent hotel. The rooms are clean, beautiful, and feature high-quality décor. Its location is superb—just a few steps away from West Lake. The staff are welcoming and attentive, and the breakfast offers a wide variety of high-quality food that is well worth the price.
Super satisfied with this hotel! It’s located right in front of the beautiful West Lake, making it the perfect base for exploring the area. I’m also incredibly thankful to the team and housekeeping staff who found my electric bidet after I checked out and, without hesitation, arranged to send it to my hotel in Shanghai. That level of honesty, care, and customer service is truly appreciated. Grateful for all your help and kindness. Keep up the great work, and I would definitely stay here again! 😊🙏
Really really recommended hotel in Hangzhou!! I thought the room would feel very old. But no. It has a balance in maintaining cleanliness, warmth, and classic chinese vibe with a touch of modern. They also have a robot to deliver items to the rooms. Location is great. West lake is just across the street where an underpass is available right in front of the hotel. Xihu Tiandi area is really close where you can find various restaurants and cafe. Didi hop on and drop off point is very convenient at the hotel lobby. Iron is available in the room. No need to bring your own iron to wear your clothes wrinkle free. If you order taobao, the hotel staff manage your packages really really well. I ordered several items before arriving in Hangzhou. They put all my packages in one big box when I arrive. Very very convenient. I have bad experience with another hotel in china. We didn’t order breakfast so we cannot comment. If the hotel has a cafe with a really good coffee, it will be even better.
Sofitel staff went above and beyond to help me during and after a medical emergency. I stayed at Sofitel in April 2026 for 3 nights and this hotel has the most generous staff and best service. I experienced a medical emergency, and the hotel staff helped every step of the way. They recommended a hospital and helped me get a ride to and from the Emergency Room (at night). One staff member came with me to the hospital to translate and helped me navigate the hospital. They stayed with me several hours into the early morning hours until I was seen to. When I returned to the hotel (at 3 AM), another staff member was waiting to help me with hot water + honey in hand, and then went out in the middle of the night and got me food and beverages to support my recovery. Multiple staff members helped pay for things when I was unavailable and I reimbursed them with WeChat. The hotel bent their policy to help me get food during my stay during my recovery. Their staff was super attentive to cleaning the room. Having a medical emergency in a foreign country is challenging enough. Sofitel generously helped me recover quickly and I'm forever grateful for their generosity and support. I sincerely hope others don't have to find out this way how great their service truly is. The hotel is very comfortable, the buffet and food there is fantastic, the location is incredible and safe and walkable, the rooftop view is unmatched, and I just wish that I could stay longer and enjoy more of Hangzhou!
The hotel is a little dated but the service is excellent. The housekeeping is attentive and the front desk has at least someone who speaks English. The chambermaid Susie provided excellent service and took the initiative to give me more bottled water when she knew I was going out. The location by the westlake is also a plus point. The lake is just across the road and accessible by underpass. The central heating in winter can get a bit warm but you can adjust the room temperature or turn it off completely. Windows can be opened slightly if you want some cool air in winter. On the whole, this is an old hotel but it’s good service more than makes up for it. One thing though…I found the staff at the restaurant curt and unfriendly.
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