Hotel - Sofitel Hangzhou Westlake
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Sofitel Hangzhou Westlake Hotel

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4.0/5 644 reviews
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  • The hotel has wifi WIFI/Internet Access
  • The hotel serves breakfast Breakfast
  • The hotel has a bar Bar
  • The hotel has a parking Parking
  • The hotel has a restaurant Restaurant
  • The hotel has air conditioning in rooms Air Conditioning
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Services in the hotel and nearby

Check-in from 14h00
Check out up to 12h00
Paying

Services and practical information

  • Online check-in

    Online check-in: Your arrival will be carefully prepared by our team
    Fast check-out: Simply return your key

  • WIFI/Internet Access
    • WiFi at the hotel
    • High-speed Internet
    • WIFI in the communal areas
    • WiFi in your room
    • WiFi access
  • Parking
    • Private indoor parking
    • Private outdoor parking
    • Bus/coach parking area
  • Accessibility for people with reduced mobility
    • Reduced mobility rooms
    • Wheelchair access
    • Accessible bathroom
  • Babysitting on request
  • Air conditioning
  • Reception open 24 hours a day
  • EARLY CHECK IN FROM 8AM
  • Dry cleaning / Ironing
  • Boutiques/shopping
    • Currency exchange
    • Beauty salon
    • Gift shop/newspaper shop
    • Hairdressing salon
  • Concierge

Leisure and activities

  • Indoor heated pool
  • Fitness centre
  • Well-being
    • Jacuzzi
    • Massage
  • Babysitting on request
  • Boat excursions

Catering

  • Breakfast
  • 2 restaurant(s)
  • 1 bar(s)
  • Room service
    • Hot meals
    • Cold snacks
    • Opening hours : Week 24 hours
    • Opening hours : Week-end 24 hours

Business services

  • 6 meeting room(s)
  • Conventions hotel
See all services

Hotel location

Our rooms

Many of the 233 guest rooms boast stunning views of the legendary West Lake Avenue through large bay windows, and are all equipped with MyBed beds, high-speed Internet access and a wide range of digital TV channels. Rain showerheads are also available.

  • 233 rooms
  • 34 non-smoking rooms
  • 1 rooms for people with reduced mobility
  • Extra bed in room for child
  • Extra bed in room for adult
  • Crib on request
    • Air conditioning
    • Data port in room
    • Emergency exit map
    • Spa/Jacuzzi in bathroom
    • Safe deposit box in room
    • Bathroom doors 32 inches wide
    • Telephone
    • Crib on request
    • WiFi in your room
    • Pay per view channel(s)
    • Satellite/cable colour TV
    • High speed transmission line
    • RJ 11 outlet
    • RJ 45 outlet
    • Microwave in room
    • Shower
    • Bathtub
    • Hair dryer in bathroom
    • Sprinkler in room
    • Keycard-operated door locks
    • Audible smoke alarms in rooms
    • Deadbolts and/or locks in rooms
    • Security peephole
    • Smoke alarm in room
    • Emergency info in rooms
    • Voicemail
    • Alarm clock
    • Message alert
    • Operator wake up call
Our rooms fittings

Our restaurants and bars

See all our restaurants
See all our restaurants and bars

Your meetings and events

4.5/5 AccorHotels Rating Based on 1,603 reviews

Our guest reviews for Sofitel Hangzhou Westlake

100% genuine reviews from our guests

Find out more
4.0/5 TripAdvisor Rating Based on 644 reviews
TripAdvisor Certificate of Excellence Certificate of excellence 2017
AccorHotels certified review
Joanne N. Couples - 13/02/2018
« Very comfortable room with good location »

Thank you for upgrade our room even we just stay there for a night. We will definitely go back to this hotel in our next visit to Hangzhou.

AccorHotels certified review
Anonymous Business - 09/02/2018
« Comfortable rooms and helpful staff »

Helpful and friendly staff for check in and check out Check out possible at room level to save time Comfortable room - well equipped Large variety of dishes for breakfast - when ordered in room portions are quite small though.

AccorHotels certified review
Bjarte H. Business - 08/02/2018

Nice to live there.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Bjarte H., 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. regarding wifi connection, we will address it accordingly. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Lin Business - 07/02/2018
« everything is okay, nothing specail or surprise »

3rd time stay at this hotel, very convenient location. everything is okay, but nothing special or impressive

Our hotel has responded to the review
Our hotel has responded to the review

Dear Lin T., Thank you for taking the time to tell us about your experience at the Sofitel Hangzhou Westlake. I am sorry that you have felt nothing special during the stay, At Sofitel Hotels & Resorts, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. we hope there is another chance to invite you back and provide you better service quality and make it special. Sincerely, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Kiara V. Business - 31/01/2018
« The room was amazing and I would definitely recommend others to stay. »

The room and accommodations were very nice. The location is perfect for a walk around Westlake.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Kiara shanice V., 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. 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, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Anonymous Business - 22/01/2018
« Friendly staff and good quality - except spa staff. »

Everything went very smooth from the e-mail in advance to check my preferences, the reception, the friendly staff, the welcome fruits an the room, the room itself and the breakfast. I’m satisfied. The only exception is the spa. I went down there in the evening to check the availability for a late appointment. The staff told me that he will set the appointment for 11pm. I went outside and came back earlier. So I went down to the spa at 10pm to arrange for an earlier appointment. The staff said that it will take half an hour and I can go to my room and wait there. At 10:35 I called the spa to ask where the therapist is. The reply was that the therapist is not available and that they will call me later. At 10:50 the spa called and told me that it will take another 30 minutes. Which would have meant to be at 11:20 then. At that moment I declined and went to bed without a treatment. I was very disappointed because originally scheduled was an appointment at 11pm the they were not able to pre-pone and at the end it turned out that it would have been minimum 11:20 until a therapist would be available.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Jens M., We very much appreciate your comments regarding your stay at the Sofitel Hangzhou Westlake. I am pleased to know that my team made you feel welcomed when you arrive, however the spa experience was an individual case, please accept our apologies for not well managed, and please rest assure that we have investigated the case and implement the action to prevent future occurrence. Thank you again for sharing your experience, and it is our hope to serve you better in nearly future. Sincerely, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
S. Y. Business - 15/01/2018
« Very good »

Just very small problem is I can't login membership website

Our hotel has responded to the review
Our hotel has responded to the review

Dear Yong Qing S., 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. regarding your membership login problem, could you please kindly contact Gu… to get it fixed. should you need more assistance please contact us again. Thank you for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

TripAdvisor review
Solo travel - 10/01/2018
« Dec 2017 stay »

I got a very memorable stay at at Softitel Hangzhou Westlake, and impressed to be asked and greeted from the moment I first stepped into the hotel! Check-in was smooth and the reception team of staff offered recommendations on travelling within the city. I was fortunate to be have a room upgrade and with executive lounge access offering good views and manned by a lovely pair of staff Amy and Cathy, who were very attentive to guest needs and comfort :) All my encounters with other hotel staff, at lobby bar, reception, the executive room level's GROs and concierge, were pleasant :)

Our hotel has responded to the review
Our hotel has responded to the review

Dear yeowann, Thank you for your positive review on Tripadvisor. It is always a pleasure to know that our team has made a memorable stay for our guest, I will share your comments with whole team especially to Amy and Cathy, I am sure that this will serve as an encouragement to all of our team members to provide high quality of service in future. We look forward to see you back again. Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

TripAdvisor review
kyungryulkim Business - 02/01/2018
« i enjoyed staying at Hangzhou Sofitel a usual »

I enloyed staying at Hangzhou Sofitel very much as usual. As an accor member, i usually stay at Sofitel whenever i visit Hangzhou. Without exception, my stay this time was also satisfactory with warm greetings from old friends, ungrade etc. Service at the lounge was very warmly and freindly. Relaxation with comfortable beds are also notable. Very near the beautiful West Lake, i had a wonderful time roaming over as well. All the efforts from people around is of course the most essential part for the enjotment.

Our hotel has responded to the review
Our hotel has responded to the review

Dear kyungryulkim, Thank you for sharing with us your experience on Tripadvisor. We appreciate your loyalty to Accorhotels and Sofitel Westlake, also it's with pleasure that some of our colleagues has become your old friends, we would like to guarantee your future stay as usual. Looking forward to see you back. Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

TripAdvisor review
Family - 01/01/2018
« Holiday »

Too rush and had to depart to Shanghai the next day. (Stay was less then 8 hours) Slow in check-in and room cleaniness, the rest was fantastic. Will definatley recommend this hotel to my relatives and friends.

Our hotel has responded to the review
Our hotel has responded to the review

Dear leongf2018, Thank you for sharing with us your staying experience. Although you had less time to experience more, but I am sure that there will be other chances to welcome you back in future. It is our hope that your next stay will be as pleasant as previous one. Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Peter Couples - 23/12/2017
« Peter »

Amazing location and service was outstanding.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Peter Edward H., We very much appreciate your comments regarding your stay at the Sofitel Hangzhou Westlake. It is always a pleasure to receive positive feedback about service. 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. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

TripAdvisor review
Business - 19/12/2017
« Worst hotel stay in more than 10 years »

Old hotel in very good location but really bad condition. Room not clean, staff seems exhausted and stressed, spa stinks like feces and chlorine. Pool was so disgusting that we both tourned around instantly we saw it. Looked molded or something else disgusting. Two times Spaghetti bolognese with both double cheese were ordered for room service. After 40 minutes both came cold, with very little cheese on it and absolutely no salt. After complaining it took another 40 minutes to prepare so we cancelled our order. I can not recommend this hotel to anybody!! Best part of it is the reception staff during the day. For me it is a perfect example of a management desaster. Hotel needs to be renovated completely or toren off!!

Our hotel has responded to the review
Our hotel has responded to the review

Dear kondradj567 Firstly and mostly, thank you for taking the time to post your feedback about your stay. Good or bad, we want and appreciate your words because as harsh as they may be, every point allows us to review how we represent ourselves and that’s what Ive done. The pool under represents our brand and our offering. We know that and we are currently working with our owner to renovate this part of the hotel. The project will in fact begin in our offpeak period and as such I hope guests who stay in the new year will have a better experience that reflects the Sofitel brand. I do challenge your feedback about the smell in the Spa. I assume the Spa is referring to the spa area as we don’t have a public spa pool on offer. I can tell you that the local government undertook a rigourous assessment of the hygiene of hotels in the city and in fact called upon our hotel on a spot check basis and filmed their inspection and shared it across public media. This affirmed our very high standards of hygiene, and complimented Sofitels own Hygiene inspection tests which involve swiping surfaces across different parts of the hotel including public areas and sending them to a third party for bio testing. There is no way we would have a smell of faeces, although I do accept we would have a lingering smell of chlorine from the pool and some of the detergents we use on some surfaces, again as part of our sanitation program. I also followed up on the Room Service experience in detail. I have to stand up and admit our service at the time you ordered, I the early hours of the morning was substandard. The food quality at the time is an issue and its our issue and Im working on that to improve the way we train our kitchen on not just how to prepare a western dish, but the condiments expected that may not be known locally. Again, its my problem, not yours and Im sorry you got a poor experience whilst we build a better inhouse education program for our local staff. Im proud of our hotel. We serve and host over 100,000 people a year. This year we have moved our KPIs on all fronts, most notably improving our service ranking to be one of the top 40 Sofitels in the world by guest experience, and improving our score by 4 points when considering all online comments and scores versus last year. But we failed this time. We know it. We have investigated why, we have found out how we can do things better, and we have acted on that knowledge. We will move forward better because of it. I sincerely hope your future experiences with our brand better represent us. And I wish you and yours the best for the new year konradj567. Yours in hospitality, Raymond Faulkner, GM

AccorHotels certified review
Francois P. Couples - 17/12/2017

We had a bad start as air conditioning was not on in the hotel at this time of the year, but the Assistant Manager Bella managed extremely well this crisis situation, also getting out of her way to help us secure best accommodation for the next step of our trip in Novotel Guyang. We give a 10 to Sofitel Hangzhou and it is all down to Bella.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Francois Pannetier, 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 especially with Bella. 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, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
N. H. K. Families - 12/12/2017
« We like the warmth and service of the staff and the cleanliness of the facilities. »

We got advice and assistance of the staff regardung where to visit and where to have nice meals.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Hock K. N., 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. 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, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Clement Business - 07/12/2017
« Very good hotel, very good club lounge, disappointing bar »

The room was nice and clean, the staff in the club lounge was excellent but the bar staff spoke little English, was very slow and didn't explain that the free drink vouchers were only for a selection of drinks. The food in the lounge could be more varied between days.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Clement Chalumeau, Thank you for taking the time to 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 Hotels & Resorts, 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 bar free drink voucher problem and prevent future occurrence. 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, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Anonymous Business - 04/12/2017
« Mr david »

Very good especially service in the executive lounge

Our hotel has responded to the review
Our hotel has responded to the review

Dear David W., 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 especially club lounge. 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, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Dmitrij Business - 04/12/2017
« A great stay as always »

I really had a nice stay. Busy trip, but a nice property and its team made my days more comfortable despite a stressful schedule. The concierge team (Randy in particular) was very helpful with car bookings and luggage. The lounge team was welcoming and friendly and did their best.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Dmitrij S., 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 especially Randy. 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, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Lisan Couples - 04/12/2017

nice hotel, nice location too. love to be back again someday if i go to hangzhou again

Our hotel has responded to the review
Our hotel has responded to the review

Dear Lisantio T., 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. 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, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Y. J. Business - 04/12/2017
« extremely satisfied »

warming, comfortable

Our hotel has responded to the review
Our hotel has responded to the review

Dear J. Y., 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. 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, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

AccorHotels certified review
Jc Business - 04/12/2017
« Very Satisfied »

Very Satisfied, standard as expected, friendly and helpful staff. Bar prices very high when could not make it back in time for club lounge despite our group being given some tokens

Our hotel has responded to the review
Our hotel has responded to the review

Dear Jillian C., We very much appreciate your comments regarding your stay at the Sofitel Hangzhou Westlake. It is always a pleasure to receive positive feedback about service. 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. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Anna Shi Guest Experience Manager Sofitel Hangzhou Westlake

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