To ensure the authenticity of the displayed ratings, we do not simply calculate an average. Instead, we take into account the review credibility and the date of the guest's stay to determine the final rating.
Verified reviews
Location4.6
Amenities4.2
Service4.6
Cleanliness4.5
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All reviews(3872)
Positive reviews(3666)
Reviews with photos/video(892)
Great location(1016)
Delicious breakfast(440)
Tasty restaurant(81)
Secluded lake view(58)
Excellent afternoon tea(49)
Negative reviews(206)
Beige Cai
Queen Room With Mountain View
Stayed in Dec 2024
Solo travellers
37 review
5.0/5
Outstanding
Posted on Jan 20, 2025
The Shangri-La Hangzhou has provided me with legendary service. When I asked operator for a thermometer to check if I got a fever, they sent it to me very quickly. I measured the temperature and the staff watched it. As soon as she got downstairs, she shared the case to Front Desk Mgr.. Soon after, I received a call from the manager. She asked me if I need fruit to increase VC, and 4 waters. Moreover, she said that all medicine from Concierge can be sent to my room. I was deeply moved. Thanks to the FO Team, and I am grateful to stay with you again.
Response from Property: 尊敬的賓客,您好,感謝您選擇下榻杭州香格里拉,很高興您對此次入住體驗感到滿意與喜愛,我們一直致力於為賓客打造舒適備至的入住體驗,相信您也已經體驗到酒店優質的服務,您的滿意也是我們前進的動力,我們會繼續的努力讓每一位到店的客人都得到一個美好的入住體驗。我們真誠地希望您再次光臨,享受香格里拉的熱情好客之道。 謝謝!
Kooi Hin
Deluxe Lodge Enjoyment
Stayed in Sep 2024
Travel with friends
11 review
5.0/5
Outstanding
Posted on Oct 29, 2024
Classic, very nostalgic. we had very warm stay there. Old school still ageless and priceless.
Location is unbearable, walk out… there u go, the beautiful lake, 西湖.
Above all, the breakfast buffet was simply wonderful. We were craving for western breakfast after so many local dishes. We enjoyed it so much, had it in al fresco way, with breezy chilly open air. Soft sun shining down on us and the foods. Still vivid the memory even after so long coming home.
The only suggestion is to improve the afternoon tea. Must get to the same par with the breakfast.
Response from Property: Dear Guest, First of all, I would like to thank you for choosing the Shangri-La Hotel Hangzhou, and for taking the time to share with us your experience. I am truly happy to hear that you had a great time while staying with us, and that out hotel met all your expectations. Your kind comments have been shared with the Team, who were delighted to know that their constant efforts to provide a warm and friendly stay to our guests was so much appreciated. Your kind words are such a tremendous motivation for them to continue their good work. Once again, thank you sending us your feedback and we are hoping to have the opportunity to welcoming you again should your travels bring you back to Hangzhou.Yours sincerely, Karl Karlsson
leowu2014
2-bed Room With Mountain View
Stayed in Dec 2024
Family
10 review
4.7/5
Amazing
Posted on Jan 28, 2025
Very close to the lake with 20 meters
The facilities are too old with bad smell
The service is very excellent
Response from Property: 尊敬的賓客, 您好!很感謝您選擇入住杭州香格里拉,並十分感謝您對酒店服務的好評,您的認可和鼓勵是我們進步的最大動力。能夠為您帶來舒適且高品質的入住體驗,更是我們至高的榮幸。我們日後也將會持續更新酒店的各項軟硬件設施,不斷加強員工的服務技能與服務意識,使每次的服務品質更趨於完美。我們真誠地希望您再次光臨,享受香格里拉熱情好客之道。 謝謝!
Guest User
Queen Room With Mountain View
Stayed in Oct 2024
Couples
14 review
5.0/5
Outstanding
Posted on Feb 15, 2025
A hotel with history. It is a little old but still a great stay. The staff are friendly and the food is very tasty.
ONG LEA CHING
Deluxe Lodge Enjoyment
Stayed in Nov 2024
Couples
2 review
5.0/5
Outstanding
Posted on Dec 13, 2024
The concierge by the name Sky Shao was very attentive and helpful. Keep up with the good job. 👍
Response from Property: Dear Guest, Thank you for choosing Shangri-La Hotel, Hangzhou and for sharing your comments on your recent stay with us. We are delighted to know you had a pleasant stay with us. Your recognition is a great motivator for us to continue to provide our heart-felt hospitality, and it will be gladly shared with all our colleagues. We look forward to welcoming you back on your next visit here. Warm regards, Shangri-La Hotel Hangzhou at your service team!Yours sincerely
Akshay
Queen Room With Mountain View
Stayed in Sep 2024
Couples
4 review
4.5/5
Great
Posted on Oct 15, 2024
Property is seemingly turning a bit older. Especially carpets were very dirty and rooms lacked the typical ‘Shangri La’ vibe. Excellent location and great breakfast spread though.
Response from Property: Dear guest,Greetings from Shangri-La Hotel, Hangzhou! Thank you for staying with us and sharing your feedback. Please rest assure that we will take immediate actions to improve the service and facilities. We look forward to serving you again.
Wai Yee Loh
Queen Room With Mountain View
Stayed in Sep 2024
Family
9 review
4.7/5
Amazing
Posted on Oct 16, 2024
The counter staff speak very good english. Were able help me adequately. Staff were responsive to our needs. Truly held up to the Shangri La brand.
There was a bird with a sharp voice which may be rather irritating.
Response from Property: Dear Guest, Thank you for choosing Shangri-La Hotel, Hangzhou and for sharing your comments on your recent stay with us. We are delighted to know you had a pleasant stay with us. Your recognition is a great motivator for us to continue to provide our heart-felt hospitality, and it will be gladly shared with all our colleagues. We look forward to welcoming you back on your next visit here. Warm regards, Shangri-La Hotel Hangzhou at your service team!Yours sincerely
Han Sern
Queen Room With Mountain View
Stayed in Oct 2024
Couples
3 review
5.0/5
Outstanding
Posted on Jan 15, 2025
Well done, and well prepared for our wedding anniversary celebration. We will be back!
Response from Property: 尊敬的客人,您好,歡迎您下榻杭州香格里拉飯店,非常高興得知您滿意本次入住,這是給我們最大的褒獎。酒店坐落於西湖風景區內,舉步之遙可達西湖岸邊,居酒店湖景客房可將西湖美景盡收眼底,地理位置優越,交通便利,是商務出行和全家旅遊的理想之所。我們也十分注重客人的入住體驗,希望為每一位到店客人都可以有賓至如歸的感受。並且酒店的咖啡苑、香宮也為您準備了各類優質的美食,我們真誠地希望您再次光臨,享受香格里拉熱情好客之道。 謝謝!
Veronica Sweety
2-bed Room With Mountain View
Stayed in Apr 2024
Family
4 review
5.0/5
Outstanding
Posted on May 31, 2024
Old hotel but has strategic location, good service, good breakfast, and one the staff forget the name serve at coffee garden has excellent service.
Response from Property: Dear Guest,thank you for choosing to stay at Shangri-La Hotel, HangZhou and sharing your positive review with us. We are glad to know that you were satisfied with our convenient location. We look forward to welcoming you again soon. Yours Sincerely
Kisvari Tamas
2-bed Room With Mountain View
Stayed in Apr 2024
Couples
5 review
4.7/5
Amazing
Posted on May 19, 2024
The hotel is in an amazing location, just next to the West Lake. The breakfast was good enough for foreign guests as well. They were so kind that they gave a birthday cake for my wife because coincidentally my wife's birthday was in the same day we arrived to the Hotel.
Response from Property: Dear Guest, Thank you very much for sharing your experience with us. It is uplifting to learn that you had a fabulous stay and enjoyed our facilities and services. We sincerely look forward to welcoming you back in the near future.Yours trulyKarl Karlsson General Manager
Lauri
Queen Room With Mountain View
Stayed in Apr 2024
Solo travellers
1 review
5.0/5
Outstanding
Posted on May 15, 2024
Great, cozy, historical, beautiful garden, next to West Lake, good atmosphere, helpful staff and service… price-quality index very good.
Response from Property: Thank you for your time to share the gracious feedbacks on Shangri-La hotel Hangzhou, we truly appreciate your high esteem of our service. We look forward to welcoming you back soon. Yours sincerely,
Guest User
Deluxe Lodge Enjoyment
Stayed in Apr 2024
Family
22 review
3.5/5
Posted on May 6, 2024
Good place nearby west lake and performance place . However too old fashioned room and furniture .
Response from Property: Dear guest,Greetings from Shangri-La Hotel, Hangzhou! Thank you for staying with us and sharing your feedback. Please rest assure that we will take immediate actions to improve the service and facilities. We look forward to serving you again.
YUK KING
Queen Room With Mountain View
Stayed in Feb 2024
Family
2 review
4.5/5
Great
Posted on Apr 1, 2024
Excellent concierge who directed us to dinner restaurants and purchase night performance tickets. Excellent breakfast. Nothing much else available which wasn’t what I anticipated from the website description.
Response from Property: Dear guest,thank you for your recent stay at Shangri-La Hangzhou. I hope that our inspirational environment and unparalleled serviced helped to create memories that will last long after your time with us concluded. Thank you for your business, and I hope to see you again soon.Yours sincerely,Karl KarlssonGeneral Manager
Guest User
2-bed Room With Mountain View
Stayed in Jan 2024
Solo travellers
27 review
4.0/5
Very Good
Posted on Mar 10, 2024
The hotel is located at the very beautiful part of the West Lake, making it easier to walk round the lake. However, the amenities are quite dated and the service is certainly far from the expected standard. The breakfast was pretty average. I certainly will opt for more modern hotel to stay in Hangzhou in the future.
Response from Property: Dear guest,Greetings from Shangri-La, Hangzhou! Thank you for staying with us and sharing your feedback. Please rest assure that we will take immediate actions to improve the service and facilities. We look forward to serving you again.
Fabrice Alexis Gaspard
Queen Room With Mountain View
Stayed in Oct 2024
Couples
4 review
3.5/5
Posted on Nov 25, 2024
Very old fashion. Time to renovate.
Response from Property: Dear guest, Greetings from Shangri-La hotel Hangzhou! Thank you for staying with us and sharing your feedback. Please rest assure that we will take immediate actions to improve the service and facilities. We look forward to serving you again.Yours sincerelyKarl KarlssonGeneral Manager