This room was so plush. Everything was gorgeous. It was huge, the bathroom was lovely, the bed was so comfortable. It wasn't new but it was very comfortable and clean. Every strange question I had was answered by the staff and they were very patient when I needed to employ my google translator. It was a very short distance to West Lake and a short walk to a large shopping precinct. I also walked to Wushan and He Fang Jie and some other historic areas.

I did struggle a little to get room service because I couldn't work out how to order it. The lady in the restaurant was very happy to help me out.

- Tim and Trainee Kevin (concierge) were most helpful in answering our queries - pointing out specific directions to where we were headed, recommendations to places of interest and F&B choices that suited our preferences and arrangements for transport to our destinations. - Allen was very helpful during the check out process. He waived the half day room charges for our room extension without hesitation! - Mdm Zhang (4th floor chamber maid) was very prompt in the daily cleaning of rooms. Thank you!

The temperature emitted from the heater was either a tad too high or too low.

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

Not in close proximity to the underground train station

I recently stayed at this hotel and had a great time. The reception staff were really friendly and made me feel right at home. The room was super clean, thanks to the hardworking cleaning staff who kept everything tidy. For what I paid, I definitely got my money's worth. The location was good too, just a short walk from West Lake. I highly recommend this hotel if you're looking for a clean and comfortable place to stay. The excellent service and tidy rooms made it a memorable and satisfying experience.

I had a hard time connecting to the WiFi at first and needed help from the staff. It would be great if they could make the connection process easier.

The location is too good, walking for a short distance through an underground and we are in the West lake. The busy shopping is not far - under 1km. No problems with the room we stayed. Breakfast and staff in this area were amazing. They were too good. Also concierge with Tom did help me a lot. One more thing that I was not expected. Reception staff did convert CNY notes into digital Yuan for my Wechat account. Excellent.

Not really.

Convenient location, within walking distance to the metro line. Many eateries around. Staff were very helpful and in particular service staff at the breakfast restaurant, they were very polite and can see that they worked very hard during the busy hours - good job! 💪

Smoking coming through the air vent in the middle of the night and it was so bad cos it woke me up. I tried to ignore it and continue sleeping but the smell was really unbearable. So I was moved to another room and this was really inconvenient 😞 I have heard similar reviews before my stay and wondered if the hotel can do something about it, implement some very strict rules and enforcing them?!??

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.

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

We loved our stay at Sofitel, the location was perfect and the rooms were comfortable and clean. We had breakfast here too and really enjoyed it. The gym facilities also had everything we needed.

This wasn't a big issue but if I have to offer some feedback...We would have appreciated interacting with more staff that spoke good English. Everyone was nice and could communicate some but given it's such a nice hotel we were hoping to be able to communicate better.

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.

Maybe a choice of pillows would be good.

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.

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.