Four Seasons Hotel Hangzhou at West Lake5.0 out of 5.0
Recent guest reviews
My husband and I decided to travel to Hangzhou after a business trip and we couldn't have been happier with our choice. The bullet train from Shanghai is very easy so we would definitely recommend it if you are looking to extend your trip to China but don't have too much time. The hotel is lovely, with a big pool. The rooms are spacious, great combination of trying to be authentic but also modern enough. The hotel organised a number of excursions for us - we enjoyed a walk around the lake with a lovely guide and we also went to the West Lake show which was beautiful. (bring mosquito repellent!!!). We also really enjoyed the Chinese restaurant at the hotel - in fact we ate there twice. We also went to the Aman hotel for lunch and to see the temples and I would recommend to stay at the Four seasons over aman. We stayed at other Aman hotels and they were lovely but the location of the Four Seasons in Hangzhou is definitely superior, the pool is lovely and the service is fantastic. Some friends of ours did the opposite and stayed in Aman and apparently agreed that they should have stayed at the Four Seasons. It is worth seeing the temples so you can always just have lunch there.
We spent one night at this hotel in early August as a quick getaway. The staff at this hotel are amazing. They go out of their way to help make you feel at home. We had an outstanding dinner at their Chinese restaurant, again with outstanding service. The only area for improvement is the pool. It was very hot, so perhaps that explains the complete lack of service at the pool. The pool desk was not attended, and there was no way to get some cold drinks or refreshments at the pool. Despite that minor inconvenience, I would definitely return to this hotel.
The staff and service team were exceptional. Congratulations to the hotel manager and his team. Well done! Setting and room design / decor was beautiful. Sleep experience was very peaceful. Dining experience (private dining room) was also quite special.
We went there with parents and our son. The hotel was beautiful and comfortable , staff were very attentive and thoughtful: The location is absolutely ideal, hotel is stylish and the rooms are generous and comfortable. I received a pregnancy pillow, and my husband received his first rose peddle birthday wish LOL. The staff also seem very personal, they greet you with your name, which is a nice touch. We also really enjoyed the limousine service, the driver was really polite. Breakfast had good amount of choices, true continental. After we checked out, we realised that some of our items, including cash were left in the safe. We contacted the hotel, the staff ended up sorting it out without much drama at all. Definitely outstanding services they have provided compare to most five stars we have stayed in worldwide.
The checkin was smooth while there was no personal welcome. The room we booked has a small garden on the first fool while the view was very limited inside the garden and generally the details were very dirty and lack of maintenance. We deeply regret choosing this kind of room, in the night you have to lower all the curtains since people can see you easily from outside, the privacy was not properly protected in this kind of room.
I have stayed in Hangzhou many times and have never experience the finest at the Four Seasons. The staff was VERY attentive when my flight was delayed for 7 hours. Throughout the night the concierge continued to track my flight and the driver met me at the airport with perfect timing. This enabled me to make my meeting which was crucial to a successful trip. The bar/restaurant is managed by an excellent staff and the breakfast has a tremendous assortment of Chinese/World foods including fresh pastries. The manager is very accommodating and friendly...
After a 20 hour travel day I arrived in the early morning to the Shanghai airport and began looking for a driver from the FS Hangzhou who was supposed to be there to pick me and my daughter up, as I had arranged several weeks before. It soon became clear that there was no one there. A gentleman in a suit who didn't identify himself but seemed to be associated with the tourism industry, offered to call the hotel for me. He called several times and spoke to different people and was only told by the hotel that there was no record of a car reservation for me, even though I had the confirming emails in hand. Finally, when the FS was not forthcoming with any suggestions or help, he suggested I hire a private car at a rate of $500. I really didn't see any other option, and I was exhausted. After paying the $500 fee by credit card, we struggled to walk where directed, down hallways and elevators, with no one offering to help us to with our luggage, and were put into a minivan that was hot, smelled like cigarette smoke, and with a driver who spoke no english (not that I expect anyone in China to speak English, but it made the already difficult situation more challenging, for instance, when we tried to ask that he turn on the a/c or tried to confirm he knew where we were going). I was assured he had the address of the hotel. After about an hour of driving, suddenly the man pulled into a shopping center, got out, opened my door, and began (from what I could tell) demanding we get out with gestures. I just sat there, saying NO, and started to try to call the hotel. Then he abruptly got back into the car and asked me for the hotel address (again, this was from what I could tell), which I gave him. We drove another two hours or so, with him frequently texting and swerving, when he abruptly started waving around money and demanding a "tip". At this point I was seriously concerned he was just going to drop us on the side of the road. I remained quiet and didn't respond. Shortly thereafter, we thankfully pulled into the hotel. I immediately got out and told the FS staff what had happened and asked them to ensure all of our luggage got out of the car, and walked quickly into the hotel to avoid a confrontation. I was by this time quite upset and exhausted. The employee with whom I had previously confirmed the driver approached me to apologize, and I gave him the $500 receipt for the car trip and told him I expected the hotel to reimburse me for the cost. He was noncommittal, but at this point I just wanted to get to my room. They did have my room ready early, which I was glad for, and I was told that I was upgraded, as I had expected under the terms of my American Express booking. The hotel was nowhere near full during my stay. When I arrived at the room, I found it quite lovely, but it was clear it was not an upgrade, but was rather the room I had booked (a Grand Premier), which had no view and was smaller than the next category up. But by this time, I just needed to sleep. I forgot to put the do not disturb light on, so shortly after I fell asleep, the employee I had given the receipt to knocked at the door and said the manager wanted to talk to me because they couldn't give me the full reimbursement for the ride. Exasperated, I waved him off and told him it would have to wait until the next day. With the drama mostly behind us, after sleep, we started exploring the property. I met Robert Huang, guest service manager, who was absolutely wonderful throughout our stay. Guest services gave us a good walking map and we walked around the lake and explored the gorgeous lotus flowers and other sites. The grounds of the hotel were very beautiful as well. On our second night, we purchased tickets to the light/music performance "Memories of Hangzhou" which we greatly enjoyed, except for everyone holding up their phones throughout the performance to record and photograph it. They really should prohibit that. It was exceedingly hot throughout our stay, but we enjoyed cooling off in the phenomenal, huge pool at the hotel, which was always empty. I made a spa appointment for my daughter for a facial and for me to have a pedicure. The services were very expensive and while the spa itself is absolutely gorgeous, the treatments were not at all up to par. My pedicure was incredibly uncomfortable. They had nowhere to put my feet except on the rolling basin, so it kept sliding out from under me unless I put out my legs completely straight, which gave me cramps and knee strain. There was little of what I have come to expect with a deluxe pedicure, like smoothing rough heels, and some foot and lower leg lotion and rubbing. My daughter reported her facial also was not what she was used to. As far as food goes, we were very pleased both with the bistro and Jin Sha. Service at Jin Sha in particular was excellent. A note about the hotel wifi. Twitter, Facebook, Google, and other American sites and major news sites, are blocked in China and that was true at the hotel wifi as well. This surprised me as that is not the case at the Four Seasons Shanghai, which apparently utilizes a VPN or otherwise gets around the restrictions. At some point early in the stay, I mentioned to the front desk that I had not in fact been upgraded. They assured me they would look into it. I didn't hear from them again about it until I checked out, at which time they first tried to say I had indeed been upgraded, but when I showed them my confirmation, they acknowledged I had not and apologized, although the woman at reception processing the check out seemed a bit combative and asked me a couple of times in a rather accusatory manner "did you not like the room?" to which I replied that it was fine, it just was not what I had been told it was or what I expected. Mr. Huang was again, very gracious. I also got several mixed messages from different staff members as to how my reimbursement for the terrible ride to the hotel was going to be handled. Finally, on the morning I checked out, I was able to meet with the new hotel manager. He was very polite and immediately told me that not only was he going to reimburse me for the ride there, but they also were not going to charge me for transport back to Shanghai. I found this a most satisfactory resolution, and I appreciated it, although it was handled very poorly until that point. After checkout, we were transported to the Four Seasons Shanghai for our last two nights. The drive was smooth and the driver pleasant. We also stopped at Wu Zhen, which was just ok, but it broke up the ride. It was clear when we arrived in Shanghai that the FS Hangzhou had called ahead and advised them of the problems with our stay, so they had an upgraded room ready for us and went out of their way throughout our stay there to check in on us. I will note that the Shanghai property was considerably cheaper but service was far superior. So overall, my sense of the FS Hangzhou is that it is a lovely property in a very interesting location with lots of potential. Their GM has recently left so there is clearly some transition going on. The staff and management all need to get on the same page with regard to how to handle mishaps. Mistakes happen, and that doesn't bother me, it's how they are handled, especially initially, that makes the big difference. The hotel could have easily, for instance, immediately when they received the call from the airport, spoken with me and arranged for a driver to come from the FS Shanghai or similar, or otherwise helped me navigate safe, reliable alternatives. The spa, especially given how expensive it is, really needs to up their game. I struggled over whether to give this property three or four stars (or bubbles as the case may be), but in the end I decided that the beauty of the property, excellent dining, and ultimately satisfactory resolution of at least the major issue I encountered, entitled them to the four.
This hotel is on par with your standard luxury offerings- excellent facilities (though thinner walls than you would expect), location, and staff. We came in the low season and were upgraded because our travel site apparently made a mistake and didn't put the right room type in. Everyone will know your name and be there to offer help. We especially appreciated the concierge staff- they were always friendly and helpful. Although it's standard with some of the luxury chains, it always feel a little slimy when you get overcharged for little things by a hotel after paying $500 a night to stay there. We were there in July, and it was HOT. So, while waiting for a taxi, we sat down in the lounge area. I had a scotch and my wife asked for a water with lemon in it. I expected to pay a lot for the scotch, but didn't expect to pay close to $30 U.S. for some sort of lemonade. Moral of the story- as long as you are not put off by being treated like an ATM, this place is pretty nice. Another sign that they don't deviate much from the standard script- we sat down for breakfast (which is very good, by the way), and my wife's leg was pricked by a nail sticking out of a chair. It actually went a good 1/4 inch into her leg. It bled quite a bit and the staff were attentive and brought us bandaids and apologized (including with a note to our room later). We didn't raise a fuss- we understand that it wasn't intentional and that things happen. We had some antiseptic cream and we took care of it. As soon as the bandaid was on, we got the check for the breakfast. Okay, so an excellent restaurant/hotel would have at least picked up the check- one with manners would have at least waited until the bleeding they caused had stopped before they started asking for money. One that has a script with no room for fact-specific service knows to apologize, but not jeopardize the $80 breakfast tab- that's what you have at this hotel. The pool was out of commission while we were there, but it looked lovely. I got in the morning of the day we left and it really was special. Great view, nice facility, and nice lounging/bar area. All in all, this is a beautiful hotel and you will be treated with the standard luxury script- they know to remember your name and make you feel special, but may not be able to impress you if/when a problem occurs. It may be that the staff is not empowered with decision-making authority, but it felt like there was a standard script and customizing to a situation wasn't readily doable.
Overall it's very enjoyable, other than the bath/shower products and the fact their outdoor pool STINKS majorly due to maintanance during the entire time of my stay. If you love water, better check with them because the outdoor pool itself is really nice. One of the nicest pool I have seen. But it seriously stinks badly the entire time I stayed in the hotel, which is such a disappointment.
I stayed several Four Seasons hotels in the past, i can say this is the best one so far. Not only the hotel landscape and interior design impressed me, but everything, especially staff, made my vacation a great memory. The most impressive experience i had was Jin Sha restaurant. Food from Chef Wang was excellent. He had made my life difficult to enjoy eating at any other Chinese restaurants :) Thank you for being such a lovely place, I truly love it and will continue recommending to friends and families.
- Free WiFi in rooms and public areas
- Onsite dining
- Indoor pool
Located in West Lake, Four Seasons Hotel Hangzhou at West Lake is a leisurely stroll from sights such as Hangzhou Botanical Garden and Quyuan Park. This 78-room, 5-star hotel has 2 restaurants, a full-service spa, and an indoor pool. In central Hangzhou, the hotel is also close to West Lake and Yui Fei Temple.
Enjoy the garden views at WLB Restaurant, one of 2 onsite restaurants. Order from 24-hour room service to satisfy your hunger without leaving your room, or make new friends over drinks at the bar/lounge. For your convenience, breakfast is served for a fee each morning.
All 78 air-conditioned accommodations feature sitting areas. LCD TVs come with satellite channels and DVD players, and guests can stay connected with free WiFi and wired Internet. Bathrooms have hair dryers, designer toiletries, and slippers. IPod docks, refrigerators, and minibars are other standard amenities.
Four Seasons Hotel Hangzhou at West Lake features a full-service spa, an indoor pool, and a fitness center. For transportation, you can make use of an airport shuttle during limited hours for CNY 600 per vehicle roundtrip, as well as limo/town car service. Multilingual staff at the front desk are standing by 24/7 to help with dry cleaning/laundry, concierge services, and luggage storage. Other amenities at this luxury hotel include free WiFi in public areas, 4 meeting rooms, and conference space.
Reviews from Trip Advisor
93% of guests recommend this hotelTotal of 489 reviews