My phone Can’t remotely access to smart TV for music playing, and I find no attached speaker in-room .

Stylish, cozy and almost connected to several shopping malls for everything.

Stayed in March 2024

Unfortunately the air conditioner in our room wasn’t working well.

The staff are very friendly and helpful. Property is clean.

Stayed in November 2023

Condensation

Very good service

Stayed in June 2023

None

This hotel is outstanding. Decoration and design is amazing, breakfast is excellent with plenty of choices, swimming pool is incredible and worth a try, bedrooms are clean, quiet and well thought. Going there once per year, overall my favorite stay in Hangzhou, and probably in China.

Stayed in April 2023

When we arrived the staff in front of the door didn't help us to unload the bags from the car. Also they stood aside and watched us pull the bags inside the hotel. Even though no customer was at the reception, but the 3 persons in charge made us wait and kept doing something else by themselves. We have stayed in different Kempinski Hotels around the globe (including China) and expected much better reception from Kempinski Hotel in Hangzhou than what we received.

Everything was perfect (as usual). I recommend some training to reception staff.

Stayed in February 2023

Exceptional property, very well designed with gorgeous touches in the rooms and throughout the whole property. Staff were incredibly helpful and welcoming, particularly Nolan who was on duty during my check in and had a coffee maker sent to my room instead of just tea. Everyone who works their is friendly and helpful. It’s located near the Grand Canal which is one of my favorite neighborhoods in Hangzhou, great restaurants and historical sites abound. The pool and gym are incredible, I especially loved the sauna. Will definitely be back, probably the best hotel in Hangzhou. Don’t forget to stop in their restaurant Frieda and café Berthold.

Stayed in October 2022

The facilities and the location

Stayed in March 2022

The room was beautiful, however not so clean. The second night we also had to ask for toiletries, a pity taking the price of the hotel in consideration.

The staff is very helpful and nice, especially Jack the concierge is a very cheerful and helpful guy, a real pleasure to talk to!

Stayed in August 2021

Check in was a little slow and hectic, but things always slow down when foreigners check in I guess. It was a busy time, but the way the desks are arranged don't make things easier or clearer.

The hotel and facilities are amazing. Nicest pool and breakfast in the city, and I've been 'staycationing' here at different hotels for 6 years. Super bummed I waited so long to check it out, already planning next stay.

Stayed in July 2021

I could not recommend this hotel more. I went with my 2yo and 4yo. Breakfast is really good. They even have Glutenfree bread if needed, lactose free milk and glutenfree oats for those who need it. The bread is super fresh. The pool is amazing. We were looking for a hotel with hot pools. Most of them say they have, but then they are either like a bathtub size or just not heated. This was a super proper bigger hot pool. We just switched between both pools without hitting an icewall everything you find yourself out of the water. They didn't put on the aircon super high, just really the perfect temperature. Which is perfect for those, who easily feel cold like I do haha. My husband is kind of the opposite, but he even feels in most hotels that the aircon at the pool is way to high up, making it super uncomfortable for the us and the kids to have fun in. This was just perfect. Cannot stress this enough here! I would definitely come back. Oh almost forgot: the most complete gym! Trust me on this one. For both lifters and yogi's. And oh yes, they have this amazing Berthold bakery also from the Kempinski downstairs, with the perfect beef baguette haha! Crispy baguette on the outside and chewy on the inside, you seriously don't find these everywhere! And the most amazing desserts. Not just your average desserts, and not your average kind of cookies too. And if that isn't enough, just go outside, and you have a whole kind of boulevard full of restaurants and shops downstairs with fountains too (kids loved running through them while we could sip our coffee!) where the kids just can run wild. The hotel is also nearby Cirque du Soleil. We prepped ourselves for a rainy vacay, so the kids had their raincoats and umbrella's. We had our boots. And then the surroundings and the facilities of the hotel.. it just made it one of the most complete stays we have had. Thank you Kempinski, we'll be back for sure!

Stayed in June 2021

The breakfast was served in my room, i just made a call and before I knew it the breakfast was served, it was too much, there’s everything for breakfast, you choose what you choose and the most exciting part is that you can keep the food in the room if you didn’t finish the breakfast, there are nice restaurants down stairs next to the hotel and the stuff was just amazing and they open a door when you arrive with a car, take the luggage and even help to go somewhere and you don’t know the address of the place. Comfortable bed ever and it can make one oversleep I swear 😂

Stayed in May 2021

Nice and relaxing place, with a large indoor pool and a relaxing spa area. It has a big terrace with garden, beautiful!! Breakfast was very good including also a big range of western food. The area around the hotel is perfect for a nice walk on the channel to visit two historic areas including an old bridge. It’s not crowded as maybe other areas of the city.

Stayed in May 2021

i had the most appalling level of service from beginning to end- i associate Kempinski hotels with a certain level of service but this was terrible.

the room was nice

Stayed in August 2022

Kept waiting till 4.45pm despite requesting early check-in, in advance. Executive lounge closed by 8.30pm & not open for breakfast. A large patch of mold on the glass - Executive lounge roof terrace. Seating area not clean and wooden cart rotting No creamer provided to guests for in room coffee Morph bar closed and we weren't informed.

Staff were helpful and polite.

Stayed in October 2021

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Stayed in November 2023

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Stayed in July 2023

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Stayed in March 2023

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Stayed in December 2022

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Stayed in October 2022

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Stayed in December 2022

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Stayed in March 2022

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Stayed in December 2021

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Stayed in August 2021

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Stayed in May 2021