Grand Hyatt Hangzhou

10/10

Exceptional

03 Jan 2026

RAY

This hotel is tops. Loved the location, the breakfast, the service and the rooms. 5 Stars.

Friends_and_family Friends

4/10

Poor

03 Jan 2026

Rayson

There were shut stain in the toilet bowl when we check in.
The room was also not ready by 3pm.

Friends_and_family Friends

10/10

Exceptional

24 Dec 2025

KuanKhengCandy

Great customer oriented service!

Friends_and_family Family

10/10

Exceptional

24 Dec 2025

Corinna

Great location! Excellent service!

Friends_and_family Family

10/10

Exceptional

23 Nov 2025

Joanna

It was a great stay! Felt welcome from the moment I step in! Suggest to upgrade to have the lake view. U will not regret it. The rooms were clean and the staff are all very friendly. Worth the price tag!

Leisure Self

8/10

Excellent

17 Nov 2025

CHONG

Nice room. Superd location

10/10

Exceptional

13 Nov 2025

Lucy

Location excellent, well trained staff

10/10

Exceptional

03 Nov 2025

George

Nice location with good service

Partner

10/10

Exceptional

20 Oct 2025

Sheng

Great view and great experience

10/10

Exceptional

14 Oct 2025

Martin

Jerry the Antique Door bar manager was fantastic. She made you feel very welcome. Took pride in seeing that you were well served and happy and a good conversationalists

Friends_and_family Family

8/10

Excellent

28 Sep 2025

SHEN

Noise soundproof can be improved. Inside room u can hear outside peopke talking. And access for vehivle is not so friendly now maybe the construction, but is not up to hotel. All rest is excellent!

10/10

Exceptional

04 Sep 2025

SHI

Everything excellent during our stay at the hotel.

10/10

Exceptional

09 Aug 2025

Maria Celina

Good. Very good location.

10/10

Exceptional

19 Jul 2025

Michael

Excellent location on the lake. Third time staying at this location.

Leisure Partner

10/10

Exceptional

21 Jun 2025

Hoi Ching

Excellent location just minutes away from west lake, the fountain and pier to take west lake sightseeing boat, and right next to a mega shopping mall with extensive brands and dining options. Also good service.

Leisure Family

10/10

Exceptional

28 May 2025

Malcolm

Lake veiw was more a roof than lake

10/10

Exceptional

24 Apr 2025

David

The area is beautiful

8/10

Excellent

06 Feb 2025

Jeff

Good location to west lake.

Leisure Family_with_children

10/10

Exceptional

25 Dec 2024

Jordick

The room lighting is too bright

The lighting in the room is too bright. No light dimmer.

Partner

8/10

Excellent

02 Dec 2024

WEILIN

Smoke issue bored me

My family booked three rooms in this hotel, my room has strong unpleasant small while other two didn’t have. It seemed from the previous guests smoked. This hotel should be smoke free hotel but many people especially those taxi drivers just smoke in front door to wait guess to take their taxis which made us to go through their smoking “wall”, hotel manager should enforce them not to smoke in front door (should be much further away from the door)

Friends_and_family Family

10/10

Exceptional

25 Nov 2024

Faustina

Luxury hotel with superb location

Very well located! Hotel is within walkable distance to the shopping street! Luxury room fully equiped with amenties.

Friends_and_family Family

10/10

Exceptional

28 Oct 2024

Mingya

It’s in a very good location and good service!

Leisure Partner

10/10

Exceptional

20 Oct 2024

Yee Kok

This luxury hotel offers a fantastic location, situated directly in front of West Lake and the shopping walking street areaIn, with the metro station just a few minutes’ walk away. However, the only drawback is that the water pressure is relatively low compared to other luxury hotels.

Leisure Partner

8/10

Excellent

20 Oct 2024

YAOCHAO

Good location to Xihu.

Great hotel, good location just next to west lake. The lake view room we stayed barely could see lake blocked by trees. Sometimes a little bit noisy because kids running around in lobby.

Partner

8/10

Excellent

09 Oct 2024

Joey

Property needs renovation, some major work, well location is best of the best,1min walk to the west lake, staffs are very professional and hospitality, thank you!

Leisure Family_with_children

10/10

Exceptional

13 Aug 2024

Huan

A 5-star facility in the best location in Hangzhou with services that match its class!

Leisure Family

10/10

Exceptional

09 Aug 2024

simon

Good

Business Partner

6/10

Pleasant

20 Jun 2024

Yanlong

It is okay but so so , old

Business_and_leisure Family_with_children

6/10

Pleasant

08 May 2024

Meigan

Hotel is basically fine, and despite excellent location it is quite overpriced for average service and quality.

Business Self

10/10

Exceptional

07 Apr 2024

VINCI

Excellent location, nice view, room tidy and clean. Got discount for hotel Chinese restaurant.

Leisure Friends

10/10

Exceptional

03 Jan 2024

Verified traveler

Awesome location and service. Loved it.

Self

8/10

Excellent

06 Nov 2023

Connie

The location of the hotel is good, next to the West Lake and walking distance to dining places, shopping and a subway station. However, there is a night market right outside the hotel and it is extremely crowded and noisy.

The staff are friendly and helpful. Hotel is clean and in good condition. Size of room is standard and Ok.

Leisure Friends

10/10

Exceptional

30 Oct 2023

Juan

Excellent location. Food at restaurant was delicious, massage was great.

Leisure Self

8/10

Excellent

19 May 2023

shuou

Nice view close to the lake, great front desk service. however smoke outside hotel decreased level of hotel.

Friends_and_family Family

2/10

Poor

23 Feb 2023

Tiong Ho Brad

very hot rooms (27C), and they do not know how to reduce the temperature. But they do manage to change a room for me, but I need to open the door to let cold air to come in.

They are very slow to refund the deposit. I left the hotel 3 days ago, they still have not yet refund my deposit yet.

Leisure Self

4/10

Poor

28 Apr 2020

Bernhard

Poor customer service

After one week my room deposit is still not refunded. No one can tell me when this will happen or tried to solve the problem at site on my check out. Everything got excused to banking problems. This kind of behavior or service with such an issue i would expect from a low level hotel chain, but not from an exquisite house like hyatt, this matter should be able to solve right away. Very very disappointing.

Self

6/10

Pleasant

17 Nov 2019

Marie Luise

Nice location

Big, clean rooms, nice view on the lake ( in case you booked), spa needs improvement. Rather low value for money.

Business

10/10

Exceptional

25 Oct 2019

Roy

It’s a fantastic facility and even better location.
I would highly recommend it to anyone and everyone!

Business

10/10

Exceptional

01 Oct 2019

Verified traveler

Staff was super helpful with train tickets and internet purchases, especially Ollie Xie. Pool was good size, about 25 m, but only 3 lanes without crowding because of its configuration.

Business Self

10/10

Exceptional

30 Sep 2019

Jongwon

Excellent hotel

I’m very much satisfied

Partner

6/10

Pleasant

12 Sep 2019

Joseph

Need to do a lot more to protect the brand.

Hotel was under renovation. Overall air quality was not good. Non-smoking floor was filled with cigarette odours. Audio tv system does not function well. Room carpet was not well vacuumed.

Family

2/10

Poor

27 Aug 2019

JANE

Very bad experience and I should get at least ½ refund for the money I paid!!!

8/10

Excellent

03 Aug 2019

James

The actual hotel itself was quite nice, The service was actually pretty poor, if not outright bad. Asked about times things opened 2x and they were wrong both times. Took 6x to get coffee one morning. I have stayed at Hyatt’s maybe 200 times, and this was really off.

10/10

Exceptional

01 Jul 2019

James

Great stay

Partner

10/10

Exceptional

01 Jul 2019

Verified traveler

Perfect location. Extremely friendly and helpful service. The rooms were laid out very well with many usb connections throughout. We had a garden patio which we really enjoyed.

Leisure Family

6/10

Pleasant

30 May 2019

Verified traveler

Disruptive construction around the hotel

1. The reception staff, while polite and friendly, had zero knowledge of the local areas and streets around the hotel. I asked two people about a street nearby and both responded by saying they were not from here...
2. The local area has MAJOR construction that has been going on for months, and is expected to continue for the next months. This is causing serious problem getting around. I wish I knew about this before hand, which would have definitely affected my choice of hotel during this stay

Family

6/10

Pleasant

26 Apr 2019

Li-Ling

The hotel is nice and very modern. It’s just next to west lake which is very convenient for tourist. We had a great diner in their Chinese restaurant. But the room is very small and has only two twin beds. I booked a room for 3 adults (my mom, my daughter and myself), ended up my daughter slept in the sofa.

Family

10/10

Exceptional

18 Apr 2019

Verified traveler

The round coffee table is too big in the room. The lobby is very nice.

Leisure Family

10/10

Exceptional

12 Apr 2019

Narayanan

Amazing stay!

An amazing hotel with fantastic food, room and views. Access to attractions was a plus from here. Can’t recommend enough about the service by the staff here. The club lounge was a bonus, to watch the sunset by the lake. Definitely a highly recommended hotel!

Family

10/10

Exceptional

28 Mar 2019

Jianwei

Perfect location with good food and shopping.

10/10

Exceptional

24 Feb 2019

Michael

The hotel is at a great location. Next to the West Lake, in front of the plaza where musical fountain is performed nightly. Do not miss it. Beautifully designed room. Many details show us that the designer also paid great attention to what customers might use, not just give us a pretty looking room. Wonderful staff, from our arrival to departure, are very well trained yet so natural. My wife and I promised each other to come back here and stay longer next time.

Leisure Family

8/10

Excellent

25 Sep 2018

Alan

overall ok, under renovation, lift one side only

The hotel is under renovation currently so it is noisy during the day, the distance from lift to hotel room is also really far so it is a little bit of walk for my parents.

Family

4/10

Poor

27 Aug 2018

Tom

doing lobby construction, no body told me when I book this hotel, smell's bad. If I got this notice before, I won't book it.

8/10

Excellent

25 Aug 2018

E.

There was construction going on during my stay and every time I took the elevator I could smell the sewage smells wafting in from (presumably) the construction activities. The breakfast selection (especially the western options) was limited and corridors were not well air-conditioned. Those were the negatives. However, the positives (location, regency club, hotel staff) far outweigh the negatives. I will stay here again, and I am positive the updates they are doing will bring the place back up to its usual self.

8/10

Excellent

22 Aug 2018

Verified traveler

nice location, good stuffs, good room, but a little noisy coz zero distance to west lake with lots of tourist

8/10

Excellent

05 Aug 2018

Verified traveler

It is a nice and good hotel, clean and staffs are good & professional.

2/10

Poor

12 Jul 2018

RichardGu

This was one of my worst hotel experiences. My family arrived in the hotel and was given a room reeked of smoke. We immediately called and was given another room, which smelled funny. I couldn't figure out what it was. The next day, it was raining in Hangzhou and it was leaking water through the bay window. I then realized the funny smell in the room was mold. I was so mad and called the front desk. They changed us to another room which seems to be normal. Then our room card did not work for a period and we have to have someone come up to help us open the door. After all these drama, we planned to go out for food, the safety box stopped working and we called the hotel again. After 20 min, a repair guy was sent to the room, he clearly was a smoker and smelled bad. He told us the battery was bad and needed to be replaced and he would need to go get those. We wasted another 1 hour till all was fixed. So many drama. The hotel facility is in a bad situation, every piece was breaking down. The gym was in the basement with no view at all. One of the days the basement was rented out for an event with hundreds of people walking around while i was using the gym. One of our worst experiences by far.

6/10

Pleasant

26 Apr 2018

Verified traveler

Disappointing this time.

Construction noise and lobby renovation was disappointing. Workout facility needs updating. Lounge horrible smoke smell.

10/10

Exceptional

20 Apr 2018

Verified traveler

My favorite hotel in Hang Zhou

Its always nice to stay in this hotel. Great location on West Lake.

8/10

Excellent

28 Mar 2018

Damon

It was fine, I stayed here a few years back and it seemed to be nicer than this recent stay

6/10

Pleasant

10 Dec 2017

Louis

Experience in Hangzhou

I like about the location and foods around the area. However, we do not know the hotel is under renovation. The booking agent or hotel should have indicate that the area is under renovation when we made the reservation.

10/10

Exceptional

12 May 2017

Rowena

Gorgeous location

Great 25m swimming pool. Perfect location for West Lake viewing. We walked the lake in 3hrs. Also recommend the lunch time buffet.

Partner

10/10

Exceptional

09 Mar 2017

Louis

Hangzhou Stay

great location

10/10

Exceptional

02 Mar 2017

Laurel

Great hotel, lovely setting, fantastic service

This hotel was just great. I travel all the time and this is now my favorite hotel! Julie at the front desk was incredibly helpful, the pool is gorgeous, perfect for laps, gym very good, restaurant and room service wonderful. Stay here!! It's location is so scenic, on West Lake which has a walking path around temples and historic sites. I was the only Western tourist I saw, lots of fun interactions with locals.

8/10

Excellent

20 Feb 2017

Verified traveler

Good Location on West Lake within tourist area.

Typical Hyatt hotel with stylish and modern public areas. The bedrooms are clean and well maintained although now ready for some modernisation. Staff are extremely helpful and nothing is too much trouble.

6/10

Pleasant

10 Dec 2016

Curtis

No Longer a Five-Star Hotel

This hotel is no longer a location of choice for me. I have stayed here three times but will not do so again. It still charges 5-star rates (193 RMB for breakfast) but is by no means a 5-star hotel. Compared to other hotels I have stayed at in China this one is certainly second-rate. Most troublesome was the poor quality wireless. While other Chinese hotels seem to have significantly improved the wireless available for guests in the last year, this one remains very poor.

10/10

Exceptional

15 Nov 2016

Rodney

Luxury on West Lake

Great high-end hotel right on the West Lake. Terrific shopping district.

6/10

Pleasant

28 Oct 2016

Tiffany

5-star location, 3-star hotel

The cleanliness of the room is disappointing. I wonder if they vacuum the room. The room is so dated overall.

10/10

Exceptional

25 Oct 2016

Verified traveler

a gem on the lake

It's beyond expectation. Despite being older and smaller, the service and maintenance of the hotel is up to international standard. Location is unique, spot on the lake and surrounded by central shopping areas.

Family

10/10

Exceptional

16 Sep 2016

Ciel

Business traveller, this hotel cannot be beat!

I love this hotel!! Somehow ever time I stay, it ends up being a holiday of sorts, and it's crazy busy. (like-you've never seen an area so busy) The first time I stayed, we were unable to get a taxi to the train station because of how many people were there, so the concierge walked with us 3 blocks to the train station, bought our tickets, gave us a subway map, walked us through how to reach the station, got us THRU SECURITY, and then let us go. Who does this??!! Their service is impeccable. There was a mixup with my room reservation (In China you MUST choose smoking/non) and they immediately upgraded me without question. PS. The buffet is to DIE FOR. The local area is perfect, every time the concierge matches me with a driver (taxi, 80RMB/hr) to play tour guide driving me around to each destination I've noted. I'll never stay anywhere else when in Hangzhou. I always book thru Hotels.com, and don't even have a Hyatt #, but yet they still treat me so wonderful. The location can't be beat, shopping, food, culture, the lake, morning walks, it's my favorite place!! Don't hesitate!

10/10

Exceptional

13 Sep 2016

Jean

The best!

It's always the best to stay at this hotel. A great location! Lake front view! Shopping! .......

8/10

Excellent

11 Sep 2016

Verified traveler

Great location, outdated facility

Picked this hotel primarily for it's location and Hyatt brand. When we checked in the room was a little bit musty so we need change room. Some stains on the back of a chair not cleaned up. The interior of the room looked nicely maintained but outdated. Bed size as \"Twin size\" was really like \"Twin size\" in US, very small size.

Hotel locates right next to West Lake we walked to ferry terminal within 5 minutes. The night music show is just outside the hotel front. Staff were very nice and helpful, with some of them been very fluent on English, but just a few, not most them. We requested wheel chair and first aid supplies for unexpected injury. The hotel had them and very accommodating. We felt well served.

The hotel was preparing for G20 Summit so there were lot of construction noise and one Army with riot gear stand right in front of the lobby. Summing pool is in the big circle out front and it's the kids' favorite part of hotel.

10/10

Exceptional

12 Aug 2016

June

Great Location ! fantastic view from room

The hotel locates beside west lake and near business district. Easy access to all sightseeing places, restaurants and shopping centers. The hotel itself is very neat and well maintained. Lake view room is definitely worth paying extra money.

10/10

Exceptional

11 Jul 2016

Verified traveler

Excellent location! Close to west lake and major shopping.

10/10

Exceptional

31 May 2016

Loi

Excellent hotel in a great location

Hyatt Recency hotel is excellently located by the beautiful West Lake. The staff are friendly and can speak good English.

8/10

Excellent

31 May 2016

ku

Good location / convenient / shopping / sighseeing

Hotel rooms size was good but hotel condition a bit out dated -
very good location -
Hotel service very good -especially front deck n bell service

Family

4/10

Poor

18 May 2016

STEPHEN

Construction sight!

Very disappointed. Been going to Hangzhou more than 15 years. 1st and last time here at the Hyatt.

10/10

Exceptional

26 Apr 2016

Cheri

We had a lovely lake view.

A very elegant hotel. We liked the apples left in our room. The lake view was lovely. Upon check out I had our flight tickets printed which was a very big help and peace of mind.

6/10

Pleasant

18 Apr 2016

lmh

The room is small and pretty old.

I order thru. Expedia.com at condition with lake view but when we registered at the time, they didn't give us. The room is very small and no view rooms. I emailed to Expedia.com , no replied.

8/10

Excellent

28 Feb 2016

Mark

Nice hotel with good location

Good location with the West Lake next to the hotel. No problem finding the hotel.

6/10

Pleasant

31 Dec 2015

Verified traveler

Very near to west lake

Overall not what I accept. Hyatt is the a very high star hotel but not for this I rated is.the aircon warmer is not working well at this 8 degree whether

10/10

Exceptional

17 Dec 2015

David

Great Experience in Hangzhou

Stunning hotel with exquisite service. Amazing rooms right on the lake. Hard to beat anywhere in the world.

10/10

Exceptional

11 Nov 2015

Verified traveler

Very enjoyable

10/10

Exceptional

02 Nov 2015

Verified traveler

Executive Room

We were in a top floor executive room. Excellent view of the lake and the executive lounge was excellent

6/10

Pleasant

28 Oct 2015

Matthew

Expensive and tired but good location

Expensive and average service and in need of a makeover but good location

Family

10/10

Exceptional

28 Oct 2015

SiewPY

Wonderful Team at Hyatt

Stayed in Hyatt for 4 nights during my trip to Hangzhou. Experienced excellent service with a smile from Reception to Concierge to Cleaning Ladies. Reception and Concierge staff were very professional and able to give detailed and useful information for the many queries that we had.

Location is excellent - just in front of West Lake. We were given a complimentary upgrade to a Lake View Room on our last day of stay.

Partner

8/10

Excellent

30 Sep 2015

Verified traveler

Great location

Everything was good except for dining.

Family

10/10

Exceptional

14 Sep 2015

Jean Lee

Enjoyed our stay at Hyatt regency , Hangzhou

We were a party of six, with 3 elderly's age ranging from 66 to 85. The location is excellent, just in front of West Lake. The rooms are spacious. The breakfast spread was good.

Family

10/10

Exceptional

30 Jul 2015

Verified traveler

Very nice hotel I would recommend people to stay there the stuff is wonderful the food is great it is right in front of the lake the lake is beautiful and nice stores near the hotel walking distance

10/10

Exceptional

19 May 2015

Verified traveler

Upgrade to club was very worthwhile

TheThe clun
the

8/10

Excellent

27 Mar 2015

Verified traveler

Recent Stay

Its a good hotel
Very well located
Service is very good
The rooms need to be modernized.

8/10

Excellent

16 Mar 2015

Verified traveler

Good Location

Very good location by the West Lake. Chinese restaurant provides authentic Hangzhou food. Hotel staff are friendly and helpful. Room is standard, neat and clean but air conditioning is a bit old and slow. Taxi drivers' are bad as they always pick locations to go, which I don't expect this to happen even at the front door with the bell boy.

Partner

8/10

Excellent

26 Jan 2015

Verified traveler

Great location for a slightly dated hotel

Ok

Partner

8/10

Excellent

13 Nov 2014

Lim

Nice hotel to stay

We stayed at level 5 lake view room. It was very nice as we were able to view the fountain performance from our room. The hotel staff are all very friendly and helpful. They are many branded shops near the hotel.

Partner

10/10

Exceptional

10 Oct 2014

WILL

GREAT LOCATION NEAR WEST LAKE

OUR SHORT STAY COINCIDED WITH THE NATIONAL HOLIDAY SO UNDERSTANDABLY HNAGZHOU WAS BUSY BUT IT DID NOT IMPACT ON THE SERVICE IN THE HOTEL

2/10

Poor

28 Aug 2014

Jeff

Horror at Hangzhou Hyatt

I have stayed in this Hyatt several times since its opening because of its location and the view of West Lake. This time, however, shortly after I checked in the view room I booked, I was surrounded by screaming sounds. The powerful noise is apparently coming from a concrete demolition machine nearby. I immediately called the front desk and asked them to stop this. Soon it became obvious that there would not be any action even as I became so angry. After more than 30 minutes of suffering, someone came to offer me another room away from the construction site. My question is what is the manager of this hotel thinking. This is the worst experience one can have with any hotel.

10/10

Exceptional

27 Aug 2014

yctang99

Expansive, but worth it.

Stayed in a suite with lake view. Was about $$600 a night, but with lake view and view of the fountain/light show from room. Worth it for the night.

8/10

Excellent

24 Aug 2014

Verified traveler

Great location

Comfortable and good location.

Family

10/10

Exceptional

21 Aug 2014

Kang

Perfectly located hotel

I myself have used this hotel before and this was the first time that our family stayed there. It has been raining intermittently during the three days when we were in Hangzhou. The hotel's location solved many problems for us: it is a minute away from the lake and boat-boarding point and seconds away from numerous shops (cheap to luxury) and several highly-rated restaurants. The hotel also has an excellent in-door pool and the breakfast buffet was excellent, too.

10/10

Exceptional

08 Aug 2014

trex

fantastic service

excellent staff , great location , very nice hotel