Shangri-La Hotel, Hangzhou

The only good thing about this hotel is its location — just a few steps from West Lake. Unfortunately, that's where the positives end. The hotel is very dated. The rooms have a musty smell, and the carpets along the corridors are stained. When I was checking in, I overheard another guest checking out a day early, saying he was moving to another hotel because the aircon in his room was noisy. I initially thought he was exaggerating — until I experienced it myself. The aircon was indeed loud and disruptive at night. Overall, I’m really disappointed. This is not the standard I expect from a Shangri-La property. This particular hotel falls far short of the brand’s usual quality.

Just by the Lake side, perfect spot with easy in n out location. The room is perfect quite! Good breakfast with nice worker! And front desk worker and helper is very helpful n gentle

A decent hotel, it has a good location across the road from west lake, the rooms are spacious and clean but a little dated, especially the bathroom but perfectly acceptable. The breakfast is very good and so is the evening restaurant. Staff we helpful and friendly

I missed the survey sent by the hotel, but I wish to express my views of staying at the hotel. Its like coming back home and I have stayed here for the last 8 years. I was having a slight cough during 1 of the days and the restaurant manager Kate Tao took note of it and prepared pear soup for me the next morning during breakfast. Michelle Li after my first stay, never ever forgot my face. Their team consisting of Aylwin, Angel, Summer, Jingxuan, Edison, Cyril and Tom took very good care of us and my guests who were thoroughly impressed. The view of the West Lake which is 5 mins away makes up for the slightly aged hardware. But I will always stay here if I am in Hangzhou. Good work Karl!

Best services among all china hotels I have ever visited. Wonderful breakfast. Facilities are old, but very practical.