Grand Hyatt Hangzhou

Check-in was quick; we arrived at around 6 PM on Friday and got our room right away, and all the special requests we noted in advance were fulfilled. Checking out at the Executive Lounge on our final day was also fast and efficient, with no delays—thumbs up. However, upon check-in, even though they saw we had a child with us, they didn't proactively provide children's toiletries or slippers. After we requested them in the room, it took a very long time for them to be delivered, which wasted a lot of time. The concierge service needs improvement. When we got into our car at the hotel entrance for departure, we had to load all our heavy luggage into the vehicle entirely by ourselves, with zero assistance. Additionally, food deliveries are not brought up to the room proactively, and when they are delivered, it is extremely slow. The ceiling height in the room is indeed quite low, but it's within an acceptable range. Our room faced north, but it had great natural light and didn't feel damp at all. Soundproofing is a bit of an issue; you could hear sounds from the hallway and the adjacent room, but it wasn't overly noisy and was manageable. While the room was clean in all aspects, the maintenance of the facilities left much to be desired. The frame of the bathroom mirror was chipped in several places, the amenity tray was uneven and surprisingly missing a corner at the bottom. The bathroom sink is extremely prone to splashing, making it impossible to keep anything around the edges unless you want it soaked in seconds. The hairdryer looks like it's seen better days and felt slightly sticky to the touch. The hot water from the bathtub showerhead was unstable; we waited a long time for warm water to bathe the child, but it stayed cold, almost giving the little one a cold. We ended up switching to the regular shower, which worked normally—quite puzzling. Many of the room's facilities are quite "old-school," especially the television, which failed to mirror our screen after trying for ages, and the other functions were equally frustrating to use. On a positive note, the terrace at the Executive Lounge is fantastic, offering a panoramic view of West Lake. The food options in the lounge are somewhat limited, but the overall quality is decent. The highlight was that the noodle station is open even during the evening service. The most吐槽-worthy (ridiculous) thing, however, was that they actually use coffee capsules for their coffee. Moreover, the service quality also leaves a lot to be desired. During breakfast, our child couldn't finish 3 small pastries left on the table. To avoid food waste, we politely asked a staff member for a takeout box, only to be told that takeout wasn't allowed and they didn't have any boxes here. Yet, as we were leaving, we saw other staff members grabbing takeout boxes for other guests. This was incomprehensible and rather frustrating; I hope they can improve their staff training!

If you are planning to visit the West Lake, this hotel near the musical fountain is a great choice. There is a luxury shopping street right outside at night, and the boarding point for West Lake boat tours is just a short walk away. The hotel environment is lovely, clean, and well-maintained.

Great room of a decent size with a view of the West Lake. The facilities are excellent and very well-maintained. Ideally located, perfect for a stroll by the West Lake in the morning or evening.

The hotel boasts a great location, the room hardware is quite good, and the breakfast offers a decent variety. However, after staying for two nights, the lack of proactivity and professional standards in the overall service was glaringly obvious, clearly reflecting top-down management issues. Only the staff at the breakfast reception area used standard polite language, and the breakfast manager would proactively greet guests upon seeing them. The gap with the rest of the staff was stark: the staff member in a suit at the entrance was seen playing on his phone during multiple shifts, ignoring guests coming and going; in the lobby, management personnel wearing yellow ties passed by guests two or three times without paying any attention to them at all. Dining at the Michelin two-star restaurant, I proactively used basic courteous language like 'thank you' and respectful forms of address, but the waiter didn't smile throughout the entire time, nor did they give a reciprocal polite response. It was far from enthusiastic; the basic service experience was very bland, and there was even a female staff member during a special period who looked at guests very unfavorably when walking past the table. Overall, the hardware and location are highlights, but the staff lacks proactive service awareness, and hotel management urgently needs to focus on optimization.

The hotel is in a great location with convenient transportation, and all the services are good. Especially the staff at the Guest Relations Department make you feel right at home.

The room was spotless, without any strange odors, and the bedding was comfortable. The central air conditioning was quiet, and the TV was large. Given that the Grand Hyatt Hangzhou is located in a bustling commercial area, some rooms can be noisy. Ms. Du from Guest Relations actively helped me switch to a quiet room with a nice view, and her attention to detail was exceptional, for which I'm very grateful. To be honest, the Chinese restaurant was just average. There were four vegetable dishes on the menu, but two were unavailable. I picked the stir-fried choy sum with pork cracklings, and it was very tough – even tougher than what I cook myself, haha. The presentation wasn't great either; it didn't look like a dish from a Black Pearl restaurant, especially for 98 RMB plus a 10% service charge. The fish with tofu pudding was good, but overall, I'd say it was just okay. The breakfast variety, quality, and service were all very good. The Grand Hyatt Hangzhou has many positives: it's comfortable, clean, offers excellent service, is close to West Lake, and has a beautiful swimming pool.

On a business trip to Zhejiang, I took the opportunity to visit Hangzhou to see the osmanthus flowers and stayed at the Grand Hyatt Hangzhou by West Lake. The location is convenient and the hotel surroundings are lovely, making it very easy to get around the area. The room was clean, the bedding was comfortable and soft, and the breakfast was also quite good.