Very nice hotel close to the West Lake and the night market, easy to walk around in the center of the city.

before flying to Hangzhou, I emailed the hotel asking if there was a free shuttle bus between the hotel and the airport, someone emailed me saying they could arrange pickup costing a few hundred RMB, which was not helpful. I ended up using Ctrip.com to book a car to pick us up from the airport, which is 161, if the hotel staff could give me this option it would save me some time to Google and find out what's the best way to travel from the airport to the hotel. The guest and kids from the opposite room ran and screamed, noisy at night.

It’s location, spacious room, decoration, and reception. We arrived late at night and were hungry and tired. I was assisted by Amber Shui who was very kind and understanding. She checked us in as quickly as she could and was eager to help us with destinations we wanted to go.

Date: 22-24 Nov 2023 The night shift security staffs, 2 of them treated me as if I was a beggar. Little did they know that from my head to toes worth more than their one year salaries. How rude and unforgivable. I’ll never forget this insult. Another issue was the concierge staffs, one late night shift who has grey hair, when asked to deliver water to our room, he told me to do it myself, and when insisted he said he would and never did. Also the one wearing glasses in the morning, instead of lending a helping hand with luggages he had to be taught a lesson before he could offer to help. When I extended a bag to him to hold he was dumbfound and hesitated until I dropped the bag in front of him. In light of taking my time to write this I hope those whom are in concern take it seriously.

Excellent service. Facilities looked very well maintained. Excellent breakfast. We were on our anniversary trip and we got flowers, sweets and fruits when we arrived. Also when we came back from sightseeing we had a bottle a complimentary wine waiting for us. We had a great spa experience. Also decided to have in room dinning and when we asked for another bottle of wine, we go that also complimentary. What a exceptional service level. Thanks for making this a memorable trip for us 😊👍

Very nice hotel, spacious room, warm welcome and services, clean and nice bathroom. The location is fantastic that we can access to city and West Lake by foot! Nearby we could go to the night market and all nice nearby shops and restaurant.

We tried to go to the bar for a drink, the lobby lounge close so early and the bar was so loud with the live music. We gave up at the end

Shangri-La's hospitality and service are always super good to us. Every stay is a nice experience. We would like to express our special gratitudes to Ms Hu Xiyue of Gest Room Dept. for her great help in sending our forgotten clothes immediately to our next trip hotel for free. We really appreciate the consideration and expertise of Ms Hu and Hangzhou Midtown Shangri-La.

Location style and the staff very excellent

The smoke sector went off in our room at 2.40am but was quickly dealt with by the hotel management and the check out staff were good and apologized for the inconvenience so even though it was something which we did not like I cannot fault the staff response and the aftercare

Walking distance to Xihu. Connects to Mall and easy access train station.

Central air-con was very noise, improved after some maintenance. Day curtain too old, torn. One cracked cup should have been removed.

Staff is friendly and attentive. Clean and big room. Breakfast can do better. Eating same food for 8 days!!! The location is great, next to shopping mall and lots of eatery. Walking distance to WEST LAKE. Highly recommended.

Breaksfat

the room was big and comfortable and the balcony/terrace was big

there was a cigarette in the ash tray on the terrace when I checked in, and cigarette ash in the corner of the bathroom for the duration of my stay… the cost of a beer in room service was extortionate… a single bottle of beer in room service cost more than a pint in the hotels own brewhouse bar downstairs. also the tv is a bit small and quiet.

Tom Liu (刘发业) at the concierge was amazing. He answered all of our questions promptly and helped us with bookings and research. Very memorable experience, would highly recommend his service