Hotel room was amazing, spacious, clean, decorated with taste and so comfortable. Love the in-room tub that I can enjoy a hot soak at the end of day. The hotel staff were the most helpful as I was a solo traveller and they gladly assisted me with my luggage courier when I delivered them from another city a day before my check-in. Check-in process was smooth and so was check out. They even accommodated a late check out for me on my last day. Location of the hotel is satisfactory (about 30 mins drive from Xihu) and next to a mall a well to give that quick access for food and anything you need on a pinch.

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The décor is great and comfortable, and the location offers convenient access to restaurants and a shopping center. There is an excellent massage parlour right next to the hotel. Although it's slightly further from the main city area, I find it perfectly fine as it allows me to avoid crowds.

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

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.

Magnificent, spotlessly clean and very comfortable accommodation. Beautiful gardens too! The hotel is a short walk from a great shopping centre which is also very convenient.

Loved everything! No complaints.

Breakfast was v good. Room was very comfortable.

The bar was closed at 20.30. I thought this was a shame, as the hotel is so nice. They dont really cater for european people. The floor in the room was water damaged.

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.

The standing bath water drainage is not good. Water flowed to bath tub area, making it slippery prone to falling and slipping. Pls improve.

The standing bath area.

Great location and nice hotel. Stuff is great, and hotel is super chill. Coffee in the hotel lounge is one of the best in the city

The view, and the food very comfortable bed.

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.

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