Some guests were a bit loud during the night in the hallway. The swimming pool is too small and a bit outdated.

The staff are super friendly and helpful. The cleaning lady 彭冠英 for our room is very nice, she greets us and kept our room super clean and tidy during our stay. The location was brilliant, close to everything.

Stayed in April 2024

Everything was perfect except for the noisy customers next door who were talking very loud on the second night at 11pm. We called reception but they were still talking very loudly at 12pm. It's not the hotels fault but it wasn't a good experience for us.

Good location, room is perfect and movie is good

Stayed in April 2024

No air conditioning at all, in the whole hotel, the fridge in the room doesn’t work, or our daughter’s either, or other guests we spoke to

Location, food, staff

Stayed in March 2024

The room was aged with '60s to '70s furniture. The cabinet and closet doors were almost falling off.

Cross the road is the West Lake. The hotel was good in service. Metro station is nearby. Can take the metro (2 stops) to the night market. Food was above average.

Stayed in March 2024

Not in close proximity to the underground train station

The staff were helpful, to name a few. 园娥，Robert and Anthony.

Stayed in March 2024

I opened up the night table drawer when we arrived only to find it full of used food wrappers and crumbs. Left it open the next morning hoping it would get cleaned...but it did not

A large sized room with very comfortable beds. The breakfast buffet was delicious with lots of options for a Western or Asian breakfast. The concierge was very helpful with securing tickets to "Impressions" (a must see). Their advice and suggestions were invaluable as they helped us navigate the city.

Stayed in March 2024

Good location

Stayed in March 2024

The location and breakfast were great.

Stayed in March 2024

Lack of privacy for the sliding doors to the bathroom. Could not adjust the air-conditioning in the room.

Located right by West Lake. Very helpful and accommodative staff who helped make the stay very pleasant and comfortable. Buffet breakfast was awesome due to the wide variety of food!

Stayed in December 2023

Nothing

Well located beside West Lake, the room was very clean. Breakfast has many choices.

Stayed in January 2024

Rooms need update and smoking inside needs to be prohibited

Hotel is very close to the Lake and its part with many restaurants and cafes. Rooms are a little old but comfy. Breakfast was very good.

Stayed in January 2024

Maybe a choice of pillows would be good.

We celebrated our 25th anniversary at Hangzhou and Sofitel staff went all the way to give us a surprise by decorating our room with an upgrade and a cake. The room is extremely spacious and clean. The hotel is located very near to Westlake and walking distance to the a nearby shopping mall. Friendly staff, good guestroom, clean & unique. We have a very good stay in the hotel as the staff service is attentive and responsive. The room cleanliness is worth mentioning, not to mention the comfortable bed. Thank you for a lovely, comfortable stay and excellent hospitality.

Stayed in December 2023

Room heating level cannot be adjusted.

A short walk to West Lake. Breakfast has a lot of choices.

Stayed in November 2023

Our room looked straight into a block of flats behind. Front rooms might be better! Mattress was hard as rock! Toppers would help.

Fantastic location Staff were very friendly and helpful and spoke excellent English. Great breakfast buffet

Stayed in December 2023

Too hot in the bedroom - staff very helpful with finding cooler

Amazing bathroom

Stayed in December 2023

There is no separate shower cubicle, shower is over a bathtub

Hotel location is great as it is near to Westlake and not too far from the Hefang shopping street. Only downside is not near to any subway station. Concierge staff is very friendly and helpful. Gave us good recommendations of where to eat nearby. Since our room is not ready when we check-in, we were given welcome drink voucher so that we can have a drink while we waited for our room.

Stayed in November 2023

Not as good as other Sofitel properties but price isn’t as high either so not a huge issue.

Staff wonderful. Bedroom size Location

Stayed in November 2023

Facilities are a bit old.

Location, breakfast

Stayed in October 2023

As always in China, language is an issue. Most people do not understand English. But it is easier if you have a translator app. Having Google banned in China also makes it difficult. But there are local English-language apps you can use, kie Alipay, which has a lot of functions, including a translator and text reader.

The staff was excellent, especially the young lady at the front desk, who helped us recover my laptop, which I accidentally left on the overhead compartment of the train we took to Hangzhou. The train took my laptop all the way to Wenzhou where somebody found it and brought it to the station office. On this matter, kudos too to the people for being so honest and helpful, and to government China for having very professional train staff. The location of the hotel is also great, being next to West Lake. It has a nice roof garden with a n ice view of the lake. The night view is something for the memories.

Stayed in October 2023

Location

Stayed in October 2023

Cleaning staffs on level 4 are courteous. Hotel concierges are also friendly and helpful, especially Anthony as well as Tim.

Stayed in October 2023

Also enjoyed the buffet suppers ( 3x) .. Great food and all the wine you could drink all at a very reasonable price..

Stayed in August 2023

The bedroom and bathroom are comfortable, but could use some update. I wish there were a microwave in the room.

The location is perfect. It's within walking distance to many attractions. The breakfast buffet is really nice. We were impressed by the variety. The indoor pool is small but very clean. We are happy with the stay

Stayed in August 2023

Facilities is old. Price is higher than what is worth.

Location is very good. Just side of west lake.

Stayed in May 2023