Atour Hotel (Hangzhou West Lake Cultural Square)

I have had a great experiences at Atour hotel in Shanghai previously, so I was looking forward to my stay at this Hangzhou branch. Unfortunately, the overall experience was quite disappointing and fell far short of the brand standards I have come to expect. 1.The bed was very comfortable, and the room was kept clean. Housekeeping was thorough. 2. Housekeeping and general floor staff were polite and friendly.

1.The front desk experience was the biggest letdown. There were generally no greetings and the staff failed to make guests feel welcomed, which feels ironic for a hospitality brand.  When we borrowed an umbrella during a rain shower, the apparent manager (based on her dressing) asked for our room number rudely/frowny. This stands in stark contrast to Atour in Shanghai, where umbrellas are thoughtfully placed at entrances for easy guest convenience. 2.We requested an extra pillow via phone at 5:00 PM, but it was still not delivered by the time we returned to our room at 11:00 PM. When I tried calling the front desk to follow up, they purposely ignored and did not pick up the call. 3.Unlike the more modern setups in Shanghai, the room switches were not automated. Furthermore, the hotel amenities are in poor condition - the laundromat felt rundown, and the common toilet was dirty. Overall, this location lacks the warm hospitality and well-maintained facilities found at other Atour properties. I hope management addresses these service and maintenance issues.