Sofitel Hangzhou Westlake hotel

"Sofitel West Lake"

13th February 2013, Melbourne

5 glorious days staying nearly on the banks of West Lake! Marco Polo was right - it is paradise on earth. Great location, service (especially Jerry of the concierge) and amenities. Club lounge facilities very good and the view is just fantastic day and night. Five stars!

Management responseDear Sir/Madam:We very much appreciate your comments regarding your stay at the Sofitel Hangzhou Westlake. It is always a pleasure to receive positive feedback.I will share your comments with our team and review the massage inclusion timing requirement. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,General ManagerSofitel Hangzhou Westlake
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"when will improve it?"

16th January 2013, taipeimichael, Taipei, Taiwan

old, noisy, very poor breakfast and club lounge happy hour foods. too warm conditioner, and face to the neighber building windows so near from my room view. I have stay here so many times, but never been improved.

Management responseDear Sir:Thank you for taking the time to write a review and tell us about your experience at the Sofitel Hangzhou Westlake. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.Your comments concerning the air conditioning are well noted.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,General ManagerSofitel Hangzhou Westlake
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"lack of sanitary conditions"

29th July 2012, Nanshan, Beijing, China

I used to stay at Sofitel Hotels around Asia, in of course in China, but this time, my first, at the Sofitel Hangzhou Westlake was totally horrible, the conditions of the hotels looks like a regular Chinese brand 4 stars hotel, the carpet must be the same from 10 years ago. I reserved no somking room, but after arrived this section seemed fully booked, so they upgrade to a ¨better room¨ (looks almost the same), and the worst thing was happend in my room, when I opened the the desk drawer inside I found used preservatives. After call to the concierge they just cleaned the desk´s drawer.

Management responseDear Sir/Madam:Thank you for taking the time to write a review and tell us about your experience at the Sofitel Hangzhou Westlake. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Your comments concerning the need to renovate the hotel are well understood and indeed the Owner and Sofitel will commence with such a program this year.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,General ManagerSofitel Hangzhou Westlake
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"No Air Conditioner"

15th May 2012, Kuala Lumpur

I have been an Accord member since 2009, we choose Sofitel which is a 5 star hotel but was really disappointed with their service and hotel. They did not switch on their centralize air-conditioner even though the temperature out is 27 degrees. If you are in a small hotel room with no air conditioner but only normal natural fan blowing out the air vent. It spoil my trip. I have made my complaint but the duty manager give all kind of unrelated reason that it was the government regulation.

Management responseDear Sir/Madam:Thank you for taking the time to write a review and tell us about your experience at the Sofitel Hangzhou Westlake. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.Your comments concerning the air conditioning are well noted.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,General ManagerSofitel Hangzhou Westlake
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"Don't expect it's a typical Sofitel hotel."

7th May 2012, Hong Kong

Originally planned for a business office building, this building was changed to a hotel in the end and this is one of the reason why this hotel is so poorly designed and the outlook is not quite attractive neither.Facilities are old, but the manager there are better than expected.No DVD player inside the room but you can rent it at a rate of RMB300 per 24 hours - wow....actually you can easily buy one in local market with that price!

Management responseDear Sir/Madam:Thank you for taking the time to write a review and tell us about your experience at the Sofitel Hangzhou Westlake. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.Your comments concerning the need to renovate the hotel are well understood and indeed the Owner and Sofitel will commence with such a program this year.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,General ManagerSofitel Hangzhou Westlake
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"Big Name Outdated facilities"

17th March 2012, Brisbane

This is a the premium brand of a multinational chain of hotels and it is in a fantastic location. Thotel has aged and really needs a revamp, carpets are threadbare, I had heard that if you are unfortunate enough to get a room below the dinning areas at 5.00am the hospitality staff start preparing for breakfast by wheeling noisy service trolleys which wakes you p. I requested a room away from this area but my request was not granted. The rom our was correct except the noise started at 4.45am. I would not stay at this hotel again there is much better priced and modern options

Management responseDear Sir/Madam:Thank you for taking the time to write a review and tell us about your experience at the Sofitel Hangzhou Westlake. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.Your comments concerning the need to renovate the hotel are well understood and indeed the Owner and Sofitel will commence with such a program this year.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,General ManagerSofitel Hangzhou Westlake
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"A nice place to relax and enjoy"

9th February 2012, Singare

- The hotel room is beautiful, is clean room service staff is very polite.- House keeping staff should check whether the hotel guest smoke in non smoking room and inform the counter staff or clear it. My friend checked in to the non smoking room but the room is fill with unpresent smell, they have to change the room.- We are also very happy the hotel give us free parking which we cant find this in my country.

Management responseDear Sir/Madam:We very much appreciate your time to review your stay at the Sofitel Hangzhou Westlake. It is always a pleasure to receive positive feedback.I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Your comments concerning the smoke in the non smoking room is well noted and appropriate action will be taken.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,General ManagerSofitel Hangzhou Westlake
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"Comfortable"

2nd June 2011, Singapore

The hotel staff are very welcoming and friendly. I had very good sleep every night and the daily room service are up to standard. But the location is near a busy traffic junction so there isn't a quiet surrounding to rest peacefully. When I was there, it kept raining so I didn't have an opportunity to walk around the hotel's neighboring places. Overall, I am really happy with my stay at Sofitel Hangzhou Westlake.

"Good location"

11th May 2011, Shanghai

6:10am, outside construction started woking last for 5 minutes. Hotel location is excellent, 5 minutes walking to McDonalds and Carrefour Efficient check-in and out. Good service. Buffet dinner not recommended. Staff are friendly.

"Westlake Lakeside experience"

19th November 2010, Hong Kong

When we arrived we were impressed by the service of the bell boys who were very considerate in helping us out of the vehicle and locating the reception desk and moving our suitcases to our rooms. The room was very good and what I have to expect from the Sofitel group. The only problem we encountered with was that the toilet failed to flush properly. The food was very good with a good choice of options between western and eastern. We were most impressed by Yuna Chai, the Guest Relation Officer, who went to our aid in a very professional manner in correcting a problem we had with our travel guide and then following up with us later to ensure that everything had gone according to our wishes.