Sofitel Hangzhou Yingguan

“Hotel so great as Hangzhou lake!”

I come to this for fer days but liked it so much that stayed for over 2 weeks . one of the best Sofitel i was stayed in . this is biggest Sofitel in China! Great b location : from airport and to west lake there is direct metro line who is just next to hotel . In Hotel there are modern , clean and c… Mehr

I come to this for fer days but liked it so much that stayed for over 2 weeks . one of the best Sofitel i was stayed in . this is biggest Sofitel in China! Great b location : from airport and to west lake there is direct metro line who is just next to hotel . In Hotel there are modern , clean and comfortable rooms, hotel offer many activities like spa and really huge gym with yoga, bike , heavy gym , pool and sauna rooms. very tasty breakast where executive chef Mr AK personally daily check every detail. i recomend to choice room with executive lounge acces where You can find exclusive snacks drinks and LIFE band singing few times a week! visiting Hangzhou this Hotel for sure is best choise special thanks for GM Mr Ricky for personal care with great pleasure i will come back

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“Sofitel: Superb”

Beautiful building, modern and kept to very high standards - much more than other Sofitels stayed in. Staff were good, English a little weak in places but translation is fine. Great live music in the bar, stunning rooms, and a fairly easy DiDi to most places in the city. Breakfast was excellent … Mehr

Beautiful building, modern and kept to very high standards - much more than other Sofitels stayed in. Staff were good, English a little weak in places but translation is fine. Great live music in the bar, stunning rooms, and a fairly easy DiDi to most places in the city. Breakfast was excellent if a little inconsistent in terms of what was available / displayed each morning.

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“Chinese leading Softel”

This hotel is the renowned Sofitel flagship in China (currently). I stay there a few days every month, so here are a few points: 1. If you're an Accor Platinum member or higher, you'll almost always get an upgrade to a suite (if available); 2. The welcome service is the best among Accor members i… Mehr

This hotel is the renowned Sofitel flagship in China (currently). I stay there a few days every month, so here are a few points: 1. If you're an Accor Platinum member or higher, you'll almost always get an upgrade to a suite (if available); 2. The welcome service is the best among Accor members in China (Platinum members only); 3. They're generous with complimentary breakfast, even if you only have a Gold or Silver membership, they'll consider giving it to you; 4. The facilities are excellent, with fully automatic toilets and curtains.

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“Great location and select standout staff, but service, cleanliness and room consistency fell short”

As a seasoned traveller who stays at more than ten five‑star hotels a year, with at least eight of them within China, including three other properties in the past month alone, I normally use a different booking platform. However, I booked this eight‑night stay directly on the Accor app in light of … Mehr

As a seasoned traveller who stays at more than ten five‑star hotels a year, with at least eight of them within China, including three other properties in the past month alone, I normally use a different booking platform. However, I booked this eight‑night stay directly on the Accor app in light of our company’s corporate partnership with Accor and the hotel’s convenient location near an event I was attending. I am generally a relaxed guest who overlooks minor issues when a stay is comfortable. Based on my extensive experience, I have not encountered such inconsistent service and cleanliness, nor have I observed such a marked disparity in facilities or club room configurations at other luxury properties. Management is fortunate to have several standout staff who worked tirelessly to salvage systemic failures. The absolute highlights of my stay were: - Bruno Z at the Front Desk: Truly exceptional. Bruno went completely above and beyond to turn my experience around and make the rest of my stay as comfortable as possible. He perfectly represents what five‑star service should be and deserves a flawless 5/5 for his immaculate hospitality. He was incredibly friendly, knowledgeable, highly responsive, and empathetic. In fact, the only reason I did not check out and move to a different hotel entirely was because of Bruno’s exceptional service recovery. - Checkout bellboy (23 June, approx. 13:10–13:20): I did not catch his name, but when he noticed my driver had parked a little way from the main entrance in the rain, he proactively went to get an umbrella. His thoughtfulness exemplified excellent service. - Laundry/Housekeeping: A team member kindly and skillfully repaired a dress for me, which I deeply appreciated. - Club Lounge and Concierge/Guest Services: Friendly, attentive, and consistently helpful. The Club Lounge itself met expectations, and it was a genuine shame that I did not have more time to enjoy it. - Dining highlights: Separate from the lounge, the main restaurant breakfast selection was great, though the pastry quality could be improved to better reflect the property’s French heritage. Unfortunately, the property’s operational and maintenance standards fell short of what I expect from a Sofitel. Specific issues I experienced included: - Front desk and communication: The general front desk service felt cold and at times unhelpful. Standard five‑star touches such as a pre‑arrival call and a welcome amenity were absent. Prior to arrival and again at check‑in I mentioned my sensitivity to smoke; my requests for an air purifier were dismissed both times as “unnecessary” because the property is “smoke‑free.” When I asked the front desk to locate a local photo‑printing lab, I was initially told to look it up myself; when they did assist, I was directed to a shop that did not have photo paper or an inkjet printer, which wasted valuable time during a busy event schedule. - Housekeeping and maintenance: I did not receive the nightly turndown service despite it being listed as an option; no notification was left on any night except the second. I observed stained surfaces and bins with what appeared to be dirty, stained tissues stuck to the bottom, stained toilet seats, and loose tiles. Several loose tiles — one with a worker’s name on it — were left in the shower on multiple days, creating a trip hazard. The shower water pressure was also very low. Despite the front desk’s assurances about a smoke‑free policy, a heavy smell of cigarette smoke drifted into my room on the first two mornings, leaving me with a persistent cough weeks later. - Privacy and design: The bathroom and bedroom windows lack sufficient tinting or screening, allowing occupants in the adjacent building to see directly into the room. This forced me to keep the blinds fully drawn and removed usable natural light. - Room layout and consistency: Club room layouts vary widely. My first room faced the lifts and was very noisy. The second room omitted standard items such as a luggage rack, end‑of‑bed bench, and couch, and had no mobile phone signal across multiple providers. Having to move rooms twice with all my luggage during a busy event schedule left me physically and mentally exhausted. Consequently, I lacked the energy to raise other issues — such as the low water pressure, loose tiles, and the missed turndown service — which are minor concerns I would normally overlook if the overall stay had been comfortable and the hospitality more welcoming. I genuinely wanted to give this stay a five‑star rating because of the outstanding individuals on staff — particularly Bruno, the Concierge/Guest Services team including the bellboys, and the Club Lounge team — who all upheld the level of service I expect at a luxury property. However, the combination of maintenance lapses, cleanliness issues, inconsistent room layouts, and gaps in front‑of‑house culture prevented that. The previously mentioned standout individuals are the primary reason I did not rate the stay lower. Other members of the front desk team, however, were consistently cold and unwelcoming. In my extensive experience staying at luxury hotels, I have always been asked about my stay at checkout; this was the first time that did not happen, which felt surprising and inconsistent with industry norms. I hope management takes immediate steps to invest in proper front‑of‑house training and align the property's operational standards with the excellent calibre of staff like Bruno.

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