Grand Hyatt Hangzhou

Staying at the Grand Hyatt Hangzhou can be summed up as: first-class views, second-rate location, third-rate facilities, fourth-rate service, and an utterly substandard experience – it was a total bust. I booked two deluxe lake-view rooms with high expectations, but the reality was a huge letdown. The bathroom had a strong odor, and the air conditioning made a continuous strange noise, making it impossible to sleep through the night. During check-out, the front desk staff were indifferent and cold, lacking basic customer service. While boasting excellent views of West Lake, the neglect of room maintenance and basic service truly tarnishes the reputation of a five-star hotel. This experience was deeply disappointing.

Facilities: The hotel is a bit old but well-maintained. Hygiene: Clean and tidy. Environment: The West Lake view from the window is unbeatable. Service: Harper reached out proactively, communicated actively throughout my stay, and helped solve issues, which was great. Other staff members were also very professional.

Five-star rating, mainly for the service. A big thank you to the customer service lady for all the thoughtful arrangements during check-in. However, visiting in July during the summer holidays, the hotel's busyness and crowding were truly noticeable. I've stayed in many five-star hotels, big and small, and ample space is a crucial part of comfort. But at this Grand Hyatt, while the lobby layout felt spacious and comfortable, other areas offered no sense of space whatsoever. Every day, no matter the time, the elevators going upstairs would be packed. Each time I got in, I felt cramped. Having to suck in my stomach in the elevator every day felt like being a pack mule – not at all the relaxed feeling one expects on holiday 😂. Furthermore, even the Club room I booked felt rather poky… The breakfast selection was extensive, and the small pot rice noodles were great even after eating them for several days. However, this is one of the extremely few five-star hotels where you have to queue and wait for breakfast. Again, the same issue: so many guests, such long waiting times, such a crowded space – is this really the Grand Hyatt? It's rare to see a five-star hotel where there's inevitably a huge queue for breakfast every single morning. I had to leave a review to document this. Also, something I absolutely must mention is the traffic around the hotel, which is extremely unfriendly for those driving! To get to and from the hotel, you have to navigate a very narrow road full of pedestrians and mopeds to reach the hotel parking lot. During this time, you'll encounter all sorts of tourists crossing from West Lake, making driving very difficult! If you absolutely must drive to stay here, be sure to factor in extra time for traffic delays to avoid messing up your plans.

First off, Grand Hyatt is a renowned brand, and the Grand Hyatt Hangzhou is perfectly situated by West Lake, very close to In77 and 88. The location is absolutely unbeatable. Although there was a minor hiccup with my reservation, I want to extend my gratitude to Mars from Grand Hyatt and Harper from Guest Relations for their assistance. Overall, the experience was truly satisfying. My child and mother thoroughly enjoyed their stay, and we also had the opportunity to try out Grand Hyatt's restaurants and other services (like the SPA). Everything was excellent, and we will definitely stay here again next time we're in town. Thanks also to Grand Hyatt for the birthday cake!

The views are stunning, you can see the Broken Bridge and the West Lake boats~ Cindy was especially nice~ They even gave a doll as a gift to my child upon check-in~ The transportation is also very convenient, it's very close for visiting West Lake~ Overall, the service was excellent~

The air conditioning in the room wasn't very powerful, so it was a bit warm. However, the executive lounge had an amazing view, and parking was very convenient. The restaurant on the first floor was excellent, and it was super easy to walk everywhere. The service was also great. Aside from the AC, everything else was really good.

The room was spotless and tidy. The front desk staff were incredibly welcoming, and the housekeeping team was also very friendly and attentive. The hotel breakfast offered a great variety. We will definitely stay here again.

This hotel is located right by the beautiful West Lake. Even though I hadn't booked a lake view room, the lovely guest relations team understood my request and quickly pre-assigned me a room with a view of the West Lake. The front desk staff were warm, attentive, and very professional during check-in. The gym on the second floor is spacious with professional equipment, and it overlooks a charming, old-style pedestrian street, making for a beautiful workout environment. Breakfast on the first floor offers a diverse and rich selection, including many Western dishes. The smoked salmon was delicious, there was a great variety of salads, and plenty of yogurt and juice options. They also had authentic local Hangzhou breakfast items like Pian'er Chuan noodles, beef brisket noodles, soup dumplings, and wontons – all very tasty! The custom-made rice noodle bowls also looked delicious, but I was simply too full to try them all. The value for money here is excellent; to enjoy such exceptional service and experience for just over 1,000 RMB is truly worth it. I'll definitely stay here again on my next visit to Hangzhou!