Name: Sofitel Hangzhou Westlake
Address: West Lake Avenue, Shangcheng District, 333, Hangzhou, 310002, CN

4/10

Poor

27 Jul 2026

Linlin

Carpet was kind of dirty.

6/10

Pleasant

20 Jul 2026

Katheryn Louise

The hotel was sub standard for a 5 star hotel. At best it is worthy of 3 stars. The shower was over bath and everyth8ng screamed 1995. Everything needs a massive refurbishment. Staff were nice and the room clean. Breakfast ok and location to the westlake excellent. Its ok but dont expect the 5 star treamtment.

Self

8/10

Excellent

13 Jul 2026

Sandy

The location is wonderful. The staff were very friendly and helpful except the intern from Nepal in the Concierge (he could not help at all but didn't let us know. Luckily We followed up with the Chinese manager who helped us immediately to prevent a delay）.

Family

10/10

Exceptional

27 May 2026

Johnny

Great stay. The staff is the best. The breakfast delicious, lots of western options, big variety of dishes, very nice presented. The staff in the restaurant was so helpful and nice to us. Great location. Rooms a bit small, but enough. Thanks a lot!

Friends

10/10

Exceptional

02 May 2026

Hovert

Good location, very closed to west lake, concierge very helpful, friendly and knowledgeable.

Friends_and_family Family

10/10

Exceptional

25 Apr 2026

Maristela

I chose the hotel for the location and views. It is situated on the corner of the West Lake, at walking distance to both upscale and local markets and served by underground stations. The front rooms have large windows with lateral view of the lake promenade (ask for a room on the left wing for more scenic views).

This was a last minute work & leisure trip with not much preparation. All the staff was very attentive and helpful but concierge Tim stood out, suggesting and booking tours and entertainment to fit my schedule.

8/10

Excellent

24 Apr 2026

Giuseppe

Conveniently located close to West Lake.

Business

10/10

Exceptional

23 Apr 2026

Mario

Muy amables todo el mundo! Los conserjes oendientes de todo.

Self

6/10

Pleasant

18 Apr 2026

Se-yi

It was a decent hotel, large room size but non-smoking smelt so strongly of cigarettes we had to ask to move. Not many of the staff spoke English or at least not at the level to discuss the matter but this was solved using a translation app on my phone. To be fair to the staff, they got us an air prurifier and when that didn't work, they moved us to a different room without any quibble and that one fortunately did not smell. Gym was quite small but okay, however had one incident where my wife needed to use the facilities and the gym changing rooms did not have one, so we walked down the corridor to the adjoining spa and she used the toilet there. We were borderline aggressively chased then followed out despite us trying to explain what had happened.

6/10

Pleasant

13 Apr 2026

SuNu

The room doesn’t have central air on. I ask the stuff he told me it’s not the time to turn central AC yet because not hot enough. I think the building is too old . Just central AC It’s very humid in the room. The floor carpet is looking very dirty.

10/10

Exceptional

09 Apr 2026

NANDAN

An excellent choice if you're visiting Hangzhou — the hotel's proximity to West Lake is one of its biggest highlights. After dinner, we found ourselves taking long, leisurely walks along the lake, which was absolutely lovely.

We had a corner room facing the lake, and the view made it even more special. The rooms were clean, well-maintained, and comfortable throughout our stay.

What really stood out was the staff. We arrived late at night and they went out of their way to help us with a charger adapter and extra bottles of water — no fuss at all. This was during the Qingming Festival, so the hotel was very busy, yet every single staff member remained cheerful and genuinely happy to assist.

Highly recommend for both leisure and first-time visitors to Hangzhou!

Friends_and_family Family

10/10

Exceptional

23 Mar 2026

Doris

The hotel’s location is fantastic! So close to Westlake and the shopping malls, all within walking distance. Room was clean and the bathroom was nice.
Wished the opening hours of the pool was earlier and not 11.30am.

4/10

Poor

17 Mar 2026

James

Its not actually a five star hotel. More like a 3 star. Whilst its in a good location, thats not enough to justify it

10/10

Exceptional

10 Mar 2026

Peggy

The hotel is little bit old but the location and the staff are great. The room is clean and the breakfast is good too.

10/10

Exceptional

15 Feb 2026

Martin

Staff were all around very nice!

Leisure Self

4/10

Poor

18 Jan 2026

Benjamin

Dated, room felt like a sauna, nothing like a Sofitel should be

Self

10/10

Exceptional

03 Jan 2026

Robin

Absolutely a beautiful place and an amazing stay! I traveled alone from USA, couldn’t ask for more! Directly across from West Lake! Amazing staff, food, hospitality and room!

Leisure Self

10/10

Exceptional

01 Jan 2026

Kelly

Spacious n convenient location. Have good transport service

10/10

Exceptional

26 Dec 2025

Wee Hong

Good service staff, environment, and location.

One staff, Tim, provides absolutely good service to make sure we get our ride to our next destination smoothly.

10/10

Exceptional

22 Dec 2025

Margie

Nice checking in experience

Leisure Family

10/10

Exceptional

21 Dec 2025

Fulco

Received a room upgrade and had a nice breakfast with my kid. Next to West Lake, so can’t beat the location. Swimming pool is small but we enjoyed it anyway. Nice views from the terrace on the 6th floor overseeing the lake. Overall, a great stay.

Leisure Family_with_children

10/10

Exceptional

12 Dec 2025

Yuen Teng

I like the room as they really fulfill my request on high floor and upgrade my room.

6/10

Pleasant

30 Nov 2025

Ka Fai Joseph

The hotel claims to be 5 stars but the lobby, facilities and staff manner are not up to this level. 4 stars at most. Dining choices and quality are not 5 stars too. In brief, not the Sofitel standard as expected. However, the room is spacious and very close to West Lake. Traffic around the hotel is pretty congested too. Would consider other 5 stars around the Lake in next trip.

Leisure Self

8/10

Excellent

25 Nov 2025

Debbie Miu Kwan

The room was great and the staff was always courteous.

Leisure Partner

10/10

Exceptional

22 Nov 2025

Celine

Very clean room, cleaning staff (

8/10

Excellent

28 Oct 2025

JUNGHYUN

The facility is quite old but maintained well. The breakfast buffet and customer service were satisfied.

Friends_and_family Family

10/10

Exceptional

16 Sep 2025

Thu

Great location and service.

Leisure Family

10/10

Exceptional

02 Aug 2025

Jie

Excellent hotel with great buffet breakfast and very friendly hotel staff

Business Self

8/10

Excellent

29 Jul 2025

Shang-Woo

Close to westlake.

6/10

Pleasant

08 Jul 2025

Hany

.

Business Partner

10/10

Exceptional

30 Jun 2025

Bradley

Lovely hotel

Lovely hotel amazing location

Business

10/10

Exceptional

11 Jun 2025

Huo

They provided me with free wheelchair service. Everyone there was very friendly. I would like to go back!

Leisure Family

10/10

Exceptional

06 Jun 2025

Jade

Loved staying here!!! Friendly staff. Comfortable and modern room and the highlight was the robots bringing room service. This hotel also offered a free washing machine and dryer to use. This was so handy after days of travelling.

Partner

10/10

Exceptional

18 May 2025

andy

Friendly staffs and very convenient

Business_and_leisure Partner

8/10

Excellent

15 May 2025

Peng

Good breakfast. Nice environment. Clean place. The staff are nice.
But the wifi is not working well.

Leisure Family

10/10

Exceptional

08 May 2025

Sunil

Very kind staff; amazing location;

10/10

Exceptional

16 Apr 2025

Christopher M.

Lovely Visit

Enjoyed completely

Partner

6/10

Pleasant

04 Apr 2025

Hany

Old dated rooms and clean

Business Partner

10/10

Exceptional

29 Mar 2025

Arnaldo

Very well located, clean, good breakfast

Business

8/10

Excellent

08 Mar 2025

Vincent

Excellent Staff Service

Hotel staff was amazing. Positive attitude to serve their hotel guests all the time. Staff service definitely meets a five-star hotel standard. However, the condition of the room needs renovation. Uneven flooring on bathroom floor. Grout dropped off between tiles were seen around toilet area. Otherwise, had a good hotel stay.

Partner

10/10

Exceptional

23 Jan 2025

Haitian

Very nice location and great service👍

Leisure Family

8/10

Excellent

03 Jan 2025

Willy C.

5 minutes to West lake main entrance by just walking across underground . Descending stairs but by escalators in climbing back. Near shopping mall walk by 15 minutes. Malls have upper floor restaurants. Notable is Green Tea Chinese Restaurant with reasonably priced food.

Leisure Family

4/10

Poor

03 Jan 2025

Verified traveler

Nothing like the photos on the website

Apart from the excellent location, the hotel is poor in terms of its condition. It’s old and dated. Cleaning is inconsistent. There are some serious health and safety issues which we had to point out to the staff to fix them. The staff, however, are very nice and friendly.

Friends_and_family Family

10/10

Exceptional

26 Dec 2024

Kia How

close to eatery and lake. very relaxing

Leisure Family_with_children

8/10

Excellent

18 Dec 2024

Yang

Good location, but facilities a bit old.

Leisure Family

6/10

Pleasant

29 Nov 2024

Matt

The Bathrooms need to be updated

Leisure Friends

8/10

Excellent

22 Nov 2024

Hui Cheng

Sofitel Hangzhou is located right next to Westlake which is really convenient. Whilst the property is dated, we were surprised by the cleanliness. The staff is super friendly and never fail to attend to our needs. Breakfast was an excellent selection from chinese to western cuisine. They even offer a takeaway service for coffee & tea at breakfast. One downside is the mattress condition; it’s sunken and warrants a replacement.

Leisure Family

10/10

Exceptional

27 Oct 2024

Gregory

The staff were very helpful and accommodating. Highly recommended!

Business Self

6/10

Pleasant

09 Oct 2024

WEIRAN

Very inconvenient to cross to place of interest. Especially to elderly

Leisure Family

10/10

Exceptional

29 Jul 2024

Susan

It is crossing from west Lake, very friendly staff, great breakfast buffet, nice environment. Love the stay.

Leisure Family

10/10

Exceptional

18 Jul 2024

Minchuan

Next to the Westlake, very easy to access. Central location

Leisure Family

10/10

Exceptional

18 Jun 2024

Gail

Convent location a block from West Lake, clean comfortable facility, would stay here again.

Leisure

10/10

Exceptional

04 Jun 2024

Verified traveler

Quick Overnight in Hangzhou

Clean convenient location. Short walk to West Lake. Easy access to shopping district and restaurants.

Business

10/10

Exceptional

31 May 2024

Peck Sze Jacqueline

Very convenient. We were just across from the lake. Our junior suite booking including daily breakfasts and afternoon teas. Suite was tidied twice a day with fresh fruits provided daily. Hotel drivers offered good rates and good service.

Leisure Family_with_children

8/10

Excellent

16 May 2024

amitabh

Excellent location

Great location next to the lake

Partner

10/10

Exceptional

23 Apr 2024

Verified traveler

Good choice

Close proximity to the West Lake makes it easy to assess. There's no lake view from our room but can go to the gardens for that.

Room is well taken care of by the service staff, excellent service.

Partner

2/10

Poor

08 Apr 2024

CHEE YEN

Room review, facilities

- 5 stars Hotel without good air-conditioner
- Not providing convenient room and comfort to the guests.
- Staff Hotel not even solving guests complaint.
- Air conditioner not running well, noisy room environment.

Friends_and_family Family

6/10

Pleasant

31 Dec 2023

Kim Hua

Unhappy Experience

The housekeeping was not met. The cups weren’t washed. The beds weren’t tided properly. Some of our rubbish was also not cleared away. The service was not what we expected based on the reviews.

Friends_and_family Family

10/10

Exceptional

23 Nov 2023

Hu

Near West lake

Leisure Self

10/10

Exceptional

04 Oct 2023

Wei

The hotel is located cross street distance from the world famous Westlake. The hotel rooms are super clean and spacious. The staff are well trained, but I found the male staff members were less patient than the female staff. Another thing should be improved is the transportation. The taxi or Uber drivers sometimes were not able to drive to the front of the lobby to pick up guests - inconvenient when with luggage.

Business_and_leisure Family

10/10

Exceptional

22 Sep 2023

Jianlong

Stayed for two nights and the experience is fantastic. The hotel is close to metro station and the west Lake is cross the street. Hotel is clean and staff is very polite and friendly. Breakfast has a lot of options and is good value for money. The cleaning lady who is responsible for 4th floor has done a great job to make my room clean and comfortable. Thanks for providing excellent customer experience.

Leisure Self

10/10

Exceptional

21 Sep 2023

Jun Yi

Very nice hotel despite being slightly old. The hotel is very pretty and service is extremely good.

Leisure

10/10

Exceptional

13 Aug 2023

Kentaro

This property was amazing. For the location and price, it can't be beaten. It was a 3-minute walk to a fun part of the west lake with food and dining. The cabs were able to pull up to the front of the lobby. The service was really good. Can't way enough good things about this hotel. I will definitely be back

Leisure Family_with_children

10/10

Exceptional

12 Aug 2023

Bruce

The staff were more than accommodating. They helped make my stay enjoyable.

Leisure Family

6/10

Pleasant

15 May 2023

YL

area for improvement for staff at dining room making noises while pulling the chairs during clearing

Leisure Friends

10/10

Exceptional

17 Jan 2023

Shun

The room is one of the best we have stayed, the other greatest experience are the staffs we met, especially the gentlement Liu (小刘) from the conciege, he is

Partner

10/10

Exceptional

02 May 2020

Gregory

Good hotel in great location

Great location, very helpful staff. Virus means breakfast is limited but still very good. Right by the lake, wonderful. Good English spoken. Room great too. Walking distance to lake,pagoda, shops. Thoroughly recommend.

Business

4/10

Poor

11 Jan 2020

Ve

The room is nice. The staff are not professional. Not enough people to handle check in. Had to wait long for my turn. Reception staff are not experience, ie: does not know how to charge to foreign credit card, transport transfer booked through hotel but they said through others and could not print out receipt, staff checked out my room wrongly by seeing wrong number. Breakfast was not good. Used my card to go into breakfast venue which was paid with my room. The staff said my breakfast was not included which i said it was included. Another staff came and checked and then said my room came with breakfast.

Business

10/10

Exceptional

25 Dec 2019

Verified traveler

Great stay

Room was meticulously made up every day. Because of a free upgrade, room was exceptionally comfortable.

Partner

10/10

Exceptional

19 Nov 2019

smar

Everyone is helpful and friendly. They take very good care of me from the moment I arrive until they put me in a taxi to head to my next destination. One of the most pleasant stays.
The manager Raymond always takes care of me. Thank you Raymond for your hospitality.

Business Self

10/10

Exceptional

11 Nov 2019

Verified traveler

Wonderful staff, excellent service, beautiful hotel, fantastic artwork in every part of the hotel. Loved it.

8/10

Excellent

27 Oct 2019

Verified traveler

Close to the lake. Comfortable stay after a day out. Staff are generally friendly.

Leisure Partner

2/10

Poor

23 Oct 2019

Verified traveler

Old hotel not five star, stay away.

It was NOT a 5 star hotel at all. The bathroom and the cleanliness is not up to par with a five star hotel. It was old, dusty and dirty bathroom, The room was old and dim looking with dust. The Housekeeping was not good. The front desk even told us we were upgraded to a higher room but when we walked in, it was horrible looking and old. Not what we expected for five star and for the price we paid, I think you can find a better hotel with same convenience around the west lake.

Family

6/10

Pleasant

02 Oct 2019

Verified traveler

It was close to West Lake.
They locate us in a small room, with dirty carpet and old furniture. The fan in air conditioner made a horrible noise in the middle of night, I could get a good sleep. We requested a room change which was accepted

Friends_and_family Family

10/10

Exceptional

16 Sep 2019

Abdul Aziz

Sofitel Hangzhou

excellent service and quality of accommodation. Brilliant and extraordinary staff, Anisa, Chhing and Felicity. Definitely recommend and will return.

Partner

10/10

Exceptional

08 Sep 2019

Verified traveler

Good location and nice room a little dated but clean with the best most comfortable bed ever!

Business

10/10

Exceptional

24 Jun 2019

Verified traveler

Close to the lake. Clean, quiet, great location, excellent restaurant right around the corner. Yilan Westlake Restaurant.

Friends_and_family Partner

6/10

Pleasant

19 May 2019

Verified traveler

Good breakfast. Confusing checkin. Room a bit dated.

Leisure Partner

4/10

Poor

01 May 2019

Verified traveler

Overall its a 4 star on hardware and a 3 star on service, nothing close to 5 star hotel. While I was checked in, reception girl dressed causally, hotel looks not busy, she offered me upgrade to executive room at executive level then on the second day when we tried to pick up couple snack at executives lounge, a service girl came to see me saying We don’t have authority to use the lounge ! We were shocked and embarrassed! What could be more insulting to a guest being told the upgrade (without telling us that we can’t use executive lounge?) it’s ridiculous for a 5 star hotel creating a special category call “executive “ but without executive right! The cost for the consumption at lounge is nothing compared to the hotel rate! Also it’s not necessary compared to disappoint a vip customer! If really can’t afford your client using the lounge, simply just don’t tell your client about the “upgrade “! For a further disappointment when we met duty manager, the girl felt strange for our complaints :( she might not know for other 5 star hotel, when guests being arranged in executive room automatically u can access the lounge with your card!

Business Family

6/10

Pleasant

26 Apr 2019

Verified traveler

Convenient to airport and shuttle. Friendly and help staff. Air conditioning very weak and lighting was dim. Also Magic Cuisine restaurant hosting staff not very responsive and food was not good, so hopefully will improve in the future.

Business Self

6/10

Pleasant

21 Apr 2019

Verified traveler

I would rate this hotel about 3.5. Location is excellent, but overall impression is average.

Business_and_leisure

10/10

Exceptional

09 Mar 2019

Verified traveler

nice hotel

10/10

Exceptional

23 Dec 2018

S

The staffs in the hotel were extremely friendly and easy to communicate. Had afew request, which I think they put in tremendous effort in obliging. The cleanliness of the hotel is very clean.The hotel is just beside the west lake, less then 2min walk to reach, with good food nearby at the west lake and very convenient. Aside to this, due to the winter, and the aircon is set to heating, I had to request the portable aircon, which was delivered with no question asked Together with the window open, it helped to greatly reduce the room temperature to be cooler. Which i felt, it could be easily be declined but they provided with no question asked.

8/10

Excellent

19 Dec 2018

I

The room was really lovely but service was patchy. We were told flat out that they did not have any idea where else we could exchange more currency when our currency wasn’t available on the automated machine on the ground floor, and the 2nd floor business centre and nearby banks had closed past 6pm, without any alternatives offered.

8/10

Excellent

16 Dec 2018

Joan

The hotel is just a stone's throw from the West Lake. It's not far from the subway but the walk to and from the subway is not a good experience. One has to walk in and out of tunnels because there aren't any pedestrian crossings on the roads. Nevertheless, the room was lovely, and the breakfast was very good.

6/10

Pleasant

01 Dec 2018

Verified traveler

Name brand but not well maintained. The heat was too warm and it couldn’t be lower, and ac was not working. Service had to bring a portable ac to cool it down. Room was comfortable tho.

4/10

Poor

29 Nov 2018

NG

More Consideration Needed During Cold Seasons.

It’s late Autumn and weather is cold. Hotel decided to supply only hot air in the room. While it is understandable that warm air is preferred, room ended up too warm to stay. Off the hot air supply ends up room becomes too stuffy. Opened up the window and noise from outside makes one can’t sleep during the night.

Family

8/10

Excellent

17 Nov 2018

Verified traveler

Beautiful location , great city , will stay next time

10/10

Exceptional

15 Nov 2018

David

Good hotel

Stayed for 3 nights, used the members lounge which was great, nearby to main shops and tube station.

10/10

Exceptional

04 Nov 2018

XIAOSU

It's the best choice in Hangzhou city

very good services made by very good staff

Partner

6/10

Pleasant

22 Oct 2018

Julie

I booked a Superior room, city view, 1 King bed. Actually the bed is Queen size, not King. All their superior rooms are with Queen bed, not King.

4/10

Poor

21 Oct 2018

Verified traveler

Disappointed

Staff showed a lack of initiative. The property looked very tired and lacked in the 'luxury touch' or international flair that Sofitel stands for.

Family

6/10

Pleasant

04 Oct 2018

lsdiong

Hotel near Xihu Hangzhou

Staff’s attitude not pleasing. But concierge very helpful. Hotel is old and tired and wifi in rooms were very bad.

4/10

Poor

21 Sep 2018

Wee

Very Over rated 5 star hotel !

I am pretty apalled by the coldness of the front desk staffs .Checked in was done coldly too. So cold n unresponsive.
The toilet bowl was faulty everyday . Quite pathetic that most of the staffs cannot understand english. Sad that the hotel reservation staffs literally rushes me to pay by a certain timing for an extra room booked offline. Check out was served with equally cold n unresponsive facial expressions n body language.

4/10

Poor

19 Sep 2018

Steven

Would not recommend, other hotels more well located around

4/10

Poor

26 Jul 2018

Verified traveler

Probably not coming back. Ever.

The staff were okay.
The room was okay.

One of the pillows has a yellow stain.
During the night, there was a strong cigarette smell which was likely to have been from an occupant smoking in another room, although it is a non smoking room. It caused me to have a headache the whole night.

8/10

Excellent

23 Jul 2018

Verified traveler

Very convenient to West Lake. Facilities are a little older and staff training is pretty uneven here. If you are sensitive to restaurant behavior of domestic visitors, this is not the place for you as almost all patrons of the Chinese and Western restaurants show little concern for other patrons in almost any respect and staff do nothing to control them. That said, the food at both the Western and Chinese restaurants is better than average in Hangzhou and priced reasonably.

10/10

Exceptional

18 Jul 2018

Meggy

Amazing Staff

I am a frequent traveller, and typically would be travelling on a monthly basis. I was absolutely amazed with the staff at this hotel. And definitely exceptional when it comes to China hotels. I am used to conceige staff looking after luggage, booking tables/ shows/ tours; and providing information for the area.

As with most services, it is when things go wrong we truly see the differentiation. On my last day in Hangzhou, I dropped my mobile phone in the taxi on my way to the hotel to pick up my luggage for the airport. But I had no information about the taxi, no registration, no idea what company.

I was shocked that the conceige went to the extent of checking their cctv footage to find the taxi registration, contacted the company, and hunted down the taxi driver. When driver said other customers had taken the phone, I used the ‘Find my iphone’ app to locate the phone, they called up the police and tried very hard to convince them to help retrieve my phone.

A member of staff on his day off, helped me activate WeChat on my ipad so I could recover some for of communication. Although the phone was never recovered, I was very touched by the extent everyone tried to help me.

Even after I left, the next day, I contacted them for a report for the insurance company, and they got it done for me within 30 minutes. To me, at my hour of need, the staff showed how much they cared, and they went above and beyond to do everything they could to help me.

Simply amazing.

8/10

Excellent

16 Jun 2018

Colin

Nice hotel with easy access to Westlake

Kwee Zeen staff made my morning coffee while I enjoyed breakfast. Then enjoyed walking the tracks through gardens around Westlake and taking in the sights and serenity. An easy 20-30 minute walk to reach most of the central business district for business, shopping and a variety of dining opportunities. Taxis are reasonably priced and the metro trains are within a short walk.

6/10

Pleasant

15 Jun 2018

Scott

Tired, and WornOut

Terrible smell entering room. Trouble to find English speaking. Club lounge charges full rate with only 20 minutes remaining open. No other option for food. In general, the property is worn and tired. Great location but many other properties in area to choose.