Hangzhou hotellia

Miinukset: We stayed in a suite on 23/F, the 2 control panels for air conditioning were totally a "joke". The hotel wanted to cut cost, they never turned on the compressor, the whole suite was so hot even at night. The worst thing was their staff pretended to be in good service and kept on telling the customers that they would report to the engineering department to switch on the system. But; of course, nothing happened and the suite was still so hot after quite a number of phone calls and actual site visits. When we called to the Front Desk to complain about the long time poor ventilation, they admitted that hotel didn't turn on the air conditioning system. It is absolutely ridiculous for a hotel which charge for such a high rate but not providing basic living environment to customers.

Plussat: Extra comfy bed

Miinukset: Night shift has poor english

Plussat: Staff very friendly, and welcoming. Room kept in clean and tidy daily. Every evening treat left in room

Plussat: Clean

Miinukset: Stayed in non-smoking room but still can smell the smoke

Plussat: This Hotel went far, far past my expectations. It is an absolutely beautiful Hotel and it was lacking for nothing. I would definitely stay at this Hotel again and you couldn't ask for a better value.

Miinukset: I wish a few more people would speak English but that is pretty much consistent through-out China unless your in Hong Kong. That is the only thing I didn't like but that has nothing to do with the Hotel.

Plussat: Everything was great, as usual

Miinukset: Nothing

Plussat: Great hotel

Miinukset: It is a little problematic to order room service because of the language barrier

Plussat: Comfortable beds and room , good breakfast choices, close to subway, staff tried hard but language barrier still there.

Miinukset: No lunch menu and restaurant a bit expensive

Plussat: The breakfast service was of high quality. The staff were very responsive and professional.

Plussat: Clean surroundings and helpful staff. Very professional

Miinukset: Loved everything except for the weather which was too hot

Plussat: Good hotel. I'll be back.

Miinukset: Your english should be, or let's say, must get better. But not a big problem.

Plussat: new hotel . they try hard . reasonably english spoken.

Plussat: i loved this hotel even though none of the staff spoke English, the room was massive and well equipped and the staff went out of their way to help

Miinukset: no staff spoke english but used translator app on phones to try to communicate with you

Miinukset: Staff cannot speak any English. Poor breakfast but ok. I chose this hotel because I had a flight in the early morning and would like to avoid traffic jam. There are bus service to airport. So it is convenient if you’ll be im same situation. Room was ok but don’t expect to be rest in a high class hotel ‘cause it isn’t.

Plussat: The staff couldn't speak English, but were very friendly. The bed was very comfortable and the room was clean. There is also free airport shuttle

Miinukset: The carpet looked dirty because of the black stain

Plussat: The hotel lobby was warm and welcoming, with some elegant touches. The staff were ready to help us as best as they could with their limited English and even spoke to our taxi driver several times over the phone trying to direct us there. The room was a pleasant surprise, very big, clean, the softest bed, bathroom clean and all in order. Location tops,very close to airport.

Miinukset: It was a hassle to find the place, even for the taxi driver.

Plussat: Hotel is close to airport, price is fair

Miinukset: Foreign credit card (MasterCard) was not working, even after trying several different cards. Asked hotel staff to call a taxi to the city center but they called taxi without license to operate, and I had to pay 40% more than the price I paid on the way back to hotel with a legal taxi.

Plussat: Free transport back to airport.

Miinukset: The hotel did not get my booking from Booking.com and did not respect booking confirmation which I got by email 2 days before stay. The Booking hotline agent apologizes for the inconvenience and suggests pay front desc price for the room (double price). After 30 min discusion (fight), I got the room which I booked in price which I booked. Hotel is next to airport runway. All night can hear airplanes, take off or landing

Plussat: The location of the hotel on the shore of the lake is amazing and small pagodas and ponds at the hotel allow for very atmospheric moments. The pool is very nice as well as the restaurant no need to search further for good food!Beds are comfortable on european standards (i.e. Not chinese hard).

Miinukset: Staff didn’t speak nor understand any english at all. Come with a translator (e.g baidu translate)

Plussat: The view

Miinukset: Didn't have much time to enjoy the facility.

Plussat: Very modern, clean, friendly, everything is easy and convenient. We love it, enjoyed the shops inside, swimming pool and gym too!

Miinukset: A bit pricy with food and drinks in the lobby lounge area.

Plussat: Really welcomed and helped by the staff, as I don't speak Chinese. Thanks to them for even giving me their card as I could call them and put the mobile to the taxi driver or service to explain them. Xiè Xie.

Miinukset: Only minus was the breakfast!! Not too many choices of European and Western food

Plussat: The breakfast buffet was amazing. Although they did not serve hot chocolate for breakfast, the manager arranged one especially for us. The hotel is beautiful and well looked after, clean, upper end. We loved the pool area: big enough for swimming and there is a children's pool as well. Despite crazy heat, the pool area was almost empty.

Miinukset: Food options inside the hotel are a bit limited for Europeans and pricy. Receptionists did not speak English very well and very quietly. I hoped they would have rather used Chinese instead.

Plussat: Location

Miinukset: Location

Plussat: Good spread of breakfast. Not included in our room but we paid for it. One of the reason is there isn’t any nearby food places.

Miinukset: Location is far off the west lake and he fang street. Taxi is not easily access without getting the hotel staff to book one for us

Plussat: Amazing service at the desk. Friendly and efficient.

Plussat: Huge hotel with very clean and luxurious environment, spacious rooms, friendly staff and the largest buffet spread I've ever seen.

Miinukset: Location was not on the West Lake itself, but the scenic spot can be reached in a short walk from the hotel

Plussat: lakefront hotel with one of the best restaurant

Miinukset: I wish the hotel could have bus to the city

Plussat: Excellent in each and every way! Staff, facility, food and the huge garden...It made our Guangzhou trip so memorable.

Plussat: It’s great. Very new facility and perfect location. Very friendly and helpful staff! Enjoyed so much! Definitely will go back!

Miinukset: Though overall very clean, it’s better if more attention paid to the details, such as the corner of bathroom.

Plussat: Stayed for 4 nights Gardens and surrounds were exceptional Loved the walks and the scenery Rooms were well appointed, quite big with a balcony, a real pleasure to come back to. Breakfasts were also a real treat plenty of variety and options. Evening meals same thing plenty of variety As with these hotels a little expensive, staff english and communicating challenging but not impossible . Don't let that deter you. Westlake is well worth a visit, this hotel one of the best absolutely recommend it.

Miinukset: Being picky communication at times challenging but understandable Would go back great Hotel

Plussat: Great location

Miinukset: Hard to communicate in English

Plussat: Perfect location, best view and experience with west lake

Miinukset: Traffic is not easy

Plussat: The property is very well maintained. We’re very impressed by its cleanness, beautifully designed landscape and friendly hotel staff. Overall it’s an enjoyable experience and we will stay here again next time when in Hangzhou.

Miinukset: None

Plussat: Perfect, very healthy food and location is very convenient.

Miinukset: nothing so far

Plussat: great location inside WestLake

Miinukset: The room I pay $200 dollars per night is dated and small. I guess you have to pay more than 300 dollars to get a big size room with nice view.

Plussat: The location and heritage of the property

Miinukset: Bit out of the way to go out.

Plussat: The rooms were comfortable and our double king-sized beds was ideal for the 3 of us. We have visited this hotel before and this is our 3rd time. We like its location being close to Peoples Square underground station. Since our last visit in Oct 2017 the hotel now has a Japanese Restaurant which we enjoyed on a couple of nights.

Miinukset: Bathroom window privacy curtain, can be viewed through from the outside, if main bathroom lights are on !!

Plussat: the rooms were perfect. the breakfast wonderfull. the business centre was well prepared.

Plussat: All of the staff were excellent and went out of their way to help us, even if English wasn't their first language. The rooms were comfortable and our double king-sized beds was ideal for the 3 of us. We have visited this hotel before and this is our 3rd time. We like its location being close to Peoples Square underground station. Since our last visit in Oct 2017 the hotel now has a Japanese Restaurant which we enjoyed on a couple of nights.

Miinukset: The window screen on the bathroom window could be viewed through when someone is in the bathroom and the main bathroom light is on ! The occupant in bathroom could be a little bit too visible !

Plussat: This was an excellent up-market hotel that was value for money. The staff were excellent and very helpful. Many of the staff understood and also could speak English.

Miinukset: Although the bathroom had frosted glass window for privacy, there were many occasions when you could see the person in the bathroom. I would suggest that there should also be a blind that could be pulled-down to give extra privacy.

Plussat: Beautiful property and great location

Miinukset: The only thing that kept this from being a 5 star for me was the slight smell of cigarettes.

Plussat: Super Hotel in 3min walking distance of Metro station People's Square (line 2). The entire staff were really friendly and helpful, the room was very clean and beautiful. Breakfast tasted also good and the massage was fine too. I also really enjoyed the view from my room (29th floor). All in all, a very recommendable place to stay.

Miinukset: English of staff could definitely be improved but it's still far better than the previous (4-star hotel I've been to). WiFi was OK, but I am used to much faster connection speed.

Plussat: Staff

Miinukset: shower water was stuck All over water .

Plussat: Location is great. subway station is very close It take about 30 min. from airport

Plussat: Very selective choices for breakfast

Miinukset: WIFI service in the room

Plussat: new and clean hotel, and great helpful staff with decent food options for western travelers.

Plussat: Rooms were very large and comfortable with a great view . Staff were great. Breakfast was excellent with great views .

Miinukset: Only 3 counters to check in and we had to wait for some time . Also no orderly system of waiting for your turn . They could add 2 more check in counters

Plussat: Best 5 star hotel in china

Miinukset: wifi is still a problem in china and also in this hotel.

Plussat: Everything

Miinukset: Not easy to get taxi

Plussat: Perfect location for shopping and dining, luxury decoration and good service.

Plussat: The room was well designed and very well equipped. The public rooms were very attractive. Reception staff good.

Miinukset: The staff training in the bar.............................. I had to help open a bottle of wine - the girl was very sweet but had no knowledge - the bar at 6;30 was not staffed properly - maybe it opens later

Plussat: Very comfortable bed. Very flexible personal with my late check-out and could keep my room 3 hours later without any discussion or surcharge! Very good service!

Plussat: The room was amazing and had a great view of the city (if it wasn't for the pollution). The bath was great and lots of room.

Miinukset: The quality of the room service food wasn't 5 star standard.

Plussat: best 5 star hotel in china

Miinukset: everything is perfect just a small detail they should keep the gym cool,because they are opening the doir to the indoor pool the gym is to hot to do any sports there

Plussat: clean room, showers and bath were excellent.

Miinukset: Food was repetitive. Rooms did not give Chinese gov't per diem rate of 400 yuan per night for the conference/meeting. Normally, when hotels host conferences, they offer a very basic room within the per diem rate. Guests can't get reimbursed the room rate of 578 yuan/night.

Plussat: We like the , Atmosphere nd architecture of the resort. The facilities, food and the services provided by the hotel staffs, who were very warm, friendly, helpful .

Miinukset: Nothing

Plussat: Property was very well maintained given that it was more than 10 years old. Our last two visits were around 10 and 12 years ago, so we were expecting the place to be a bit run-down. Surprisingly, it was pretty well-maintained and the quality of the food, especially at the Chinese restaurant had improved. It was also good to see that the hotel is now offering more activities (like nature walks and bamboo shoot picking). We had proposed that they conduct more activities around 10 years ago, so we were happy to see them doing it this time. It was also kind of the hotel to give us an upgrade for two of the rooms. We were traveling in a group of 6 and had booked 3 rooms.

Miinukset: The tea picking activity was a utter rip-off. Before we signed up, we were told we would be taken to tea-picking on their plantation by someone experienced and taught how to dry the tea leaves after that etc. At RMB350 per person for a 1-hour program, we were expecting to at least learn a few things about Longjing tea and the picking and the processing of the tea. However, they just sent one of their SECURITY GUARDS (dressed in his security guard uniform!!) to bring us to the plantation to pick the tea and that was it! All the guard explained was that we needed to pick the ones with two leaves and one shoot. Nothing else was taught. When we brought the tea-pickings back to the hotel, we were just told to leave it with the guy who was drying the leaves at the machine. He said he was busy and asked us to come back later to get the dried leaves. There was no explanation whatsoever about the drying of the tea leaves. Given that we were inexperienced tea pickers, the amount of tea we were able to pick in that short span of time was obviously very little. We would have been able to purchase a much bigger, better quality and better packaged pack of tea leaves from their gift shop for just RMB190 per pack. We felt very cheated and this episode left a sour taste in an otherwise very pleasant stay. It would be better for the hotel to scrap this activity entirely if they cannot offer a decent service. This is totally unacceptable, disrespectful to guests and not in line with the image of Fuchun Resort.

Plussat: The selection at breakfast was amazing! The staff at the lobby cafe are great!

Miinukset: There was occasional smell of cigarette smoke through the ventillation system, very irritating, even nobody was smoking in the corridor. One of the coffe machines at breakfast was broken or out for servicing

Plussat: Friendly staff.

Miinukset: Lots of dust below bed (apparently never cleaned below the bed). Reception could not (would not) help to find a SPA area, and then saw later at check out some signs in the hotel room even mentioning some SPA in the hotel itself. Rooms are not quiet, one can hear the people in the hallway too clearly.

Plussat: nice and large hotel near a park and mountain to the lake

Miinukset: cannot access pool after checkout (usually allowed at other hotels/resorts) new subway under construction in the whole city and near hotel (interesting really)

Plussat: Closeness to the West Lake - a nice walking area

Miinukset: Not all staff speak sufficient English

Plussat: I was having an ear infection and needed medicine. The guestmanager Caroline went with me to the hospital and helped through the process of getting me the right medicine. Really thankfull for that.

Plussat: super clean room and friendly personnel with full of patience and always ready to listen! Thanks! We will be back!

Plussat: In Hangzhou, I continue to enjoy my stay at Mercure Hangzhou West Lake. I was here for 1 night, but it was great. The hotel was newly renovated so the equipment in the room was very new. The staff in the hotel was very friendly all the time. I arrived a little early before normal check in time, but I could leave my luggage in a guarded room so I could go out to see the city. At check in they gave me some tea and yummy sweets. The room was clean and full of modern gadgets. Like a bluetooth speaker, a special phone holder next to the bed and USB charging points for my phone. I also had free bottles of water on the table and free cola and sprite in the fridge. In other comments, I read that they only accepted cash, that maybe changed now because i could pay with my creditcard. Overall I had a really good time at this hotel.

Miinukset: However, the hotel is a bit far from the metro station (15 minutes walk) and the West Lake is over 1km away from the front door of the hotel. Also, The location is hard to get public transport (eg. Taxi / Didi service). Location of hotel is not able to locate under the name of Mercure in Didi app

Plussat: Tidy and comfortable. Value for money accommodation.

Plussat: At first nite i checked in, my parent room water was dirty from their building pipping maintainance After i feedback to morning shift manager Candice, she respond politely abd initiate service recovery Im happy with their service

Miinukset: They shld hv inform via notice e on pipping and dont do it during PH

Plussat: Location

Miinukset: Nothing

Plussat: The room was nice. Despite being near a main road the room was silent due to having two layers of windows. This is nice for China where its often hard to have a long lie due to car horns blaring 24 hours a day. The fully automatic Japanese style toilet is totally new to China as well. Air conditioning is excellent.

Miinukset: Breakfast was a bit simple. No cheese and only a limited selection of bread and fruit.

Plussat: The staff were all very nice and helpful, calling taxis for us, giving us recommendations nearby etc

Miinukset: The room was very tiny

Plussat: friendly staff, English knowledge was OK, clean

Miinukset: air condition fan on lowest level is too strong and directly blowing onto the bed - i got a cold :-( nice Smart TV, but you need to click through lots of Chinese menus until getting TV... and only Chinese TV stations

Plussat: Good price in center Hangzhou for simply a good hotel with friendly staff

Miinukset: Restaurant food is ok but atmosphere is not

Miinukset: DO NOT TRY THIS HOTEL! It’s totally different from other Mercures! The room is tooooooooo small!!! I just like sleep in a coffin!!! And the service was bad :( Besides, the room was too dirty and I waited for nearly 1h to clean up!