Like most said. Outdated and run down. It’s really a pity. The property would probably sell for $1B USD. But because of this the rooms are cheap. I call it a value for the location. $100 here and $500 in others. I would return. But don’t plan 4-5 stars.

Like most said. Outdated and run down. It’s really a pity. The property would probably sell for $1B USD. But because of this the rooms are cheap. I call it a value for the location. $100 here and $500 in others. I would return. But don’t plan 4-5 stars.

excellent location, good breakfast, regular bed. Some birds in small cages, very sad to see it.

Good Lake view, easily access to famous lake walkable path, enjoy the scenery

Good Lake view, easily access to famous lake walkable path, enjoy the scenery

we like two things about this hotel. First, its location is unbeatable. It is right next to the West Lake, 2 minutes walk from Yue Fei Temple, Gushan, Xiling Bridge, five minutes from the Louwailou Restaurant where you can have good food with an unparalleled view of the lake. Second, Shangri-La has an old-world graciousness that no ultra-modern fancy hotels can ever match, and the room is spacious and relaxing (we had the executive suite). It is not something everyone appreciates, but to older, more sophisticated guests with a taste for old-fashioned grace, this is a great virtue. Despite some small imperfections, this is our number one choice in Hangzhou.

Excellent in every way. 5 star traditional resort hotel.

Amazing. The hotel is full of history. One of the oldest well maintained hotels in China.

Amazing.The hotel is full of history.One of the oldest well maintained hotels in China.

Rude and insulting are two of the words I would use to describe my recent experience checking into the Shangri-La Hotel in Hangzhou. The young man that checked me in wore the golden keys of a professional concierge, a Les Clefs d’O. A professional he was not. He lacked politeness, hospitality and was outright rude. Dirty carpets in the room so bad, you would not dare walk barefoot. A noisy ventilation system made it hard to hear the TV. A TV remote that would not work while sitting on the bed and required me to get up and stand in front of the TV to use it. Coffee and a coffee maker in the room, but no stir sticks (used the handle of our toothbrush for this). And a luggage room attendant that left our bags (with my work laptop) unattended, instead of locking them away.Steven, the hotel front desk agent / concierge seemed irritated to be helping my wife and I check in. Twice he commented in Chinese “American”. Even with anti-American sentiment high in China right now, his deplorable and reprehensible behavior was inexcusable. Ordering me to give him my visa, not acknowledging or apologizing when I told him he should say “please”. What happened to the days when a hotel employee would thank a guest for returning and wish them a nice stay? At a high end hotel we should be able to expect a higher level of hospitality, even friendliness. I’ve been traveling to China for over 20 years and know the difference between being treated with disrespect and indifference.

Rude and insulting are two of the words I would use to describe my recent experience checking into the Shangri-La Hotel in Hangzhou. The young man that checked me in wore the golden keys of a professional concierge, a Les Clefs d’O. A professional he was not. He lacked politeness, hospitality and was outright rude. Dirty carpets in the room so bad, you would not dare walk barefoot. A noisy ventilation system made it hard to hear the TV. A TV remote that would not work while sitting on the bed and required me to get up and stand in front of the TV to use it. Coffee and a coffee maker in the room, but no stir sticks (used the handle of our toothbrush for this). And a luggage room attendant that left our bags (with my work laptop) unattended, instead of locking them away. Steven, the hotel front desk agent / concierge seemed irritated to be helping my wife and I check in. Twice he commented in Chinese “American”. Even with anti-American sentiment high in China right now, his deplorable and reprehensible behavior was inexcusable. Ordering me to give him my visa, not acknowledging or apologizing when I told him he should say “please”. What happened to the days when a hotel employee would thank a guest for returning and wish them a nice stay? At a high end hotel we should be able to expect a higher level of hospitality, even friendliness. I’ve been traveling to China for over 20 years and know the difference between being treated with disrespect and indifference.

Great location! The west lake is just across the street!

The concierge staff are the best, especially a staff with a pair of eyeglasses. He is always very knowledgeable on travel tips, providing prompt golf car rides, and being helpful on taxi, luggages, and English maps, since my wife does not read Chinese.

Have stayed at Shangri-La hotels for decades, and you do generally get what you pay for. A cut above. World-Class service. The feeling that it’s a really special experience. Not here. Very, very disappointed. Worn and stained carpets. Old furnishings. Lackluster employees. Check-in was slow, inefficient, and desk staff spoke poor English (felt like I was back in China in 1992). Concierge was in name only (more like a senior bellboy). Given the storied history of the hotel, was sad to see. On the plus side, the hotel location is perfect, front-and-center of the most scenic and picturesque spot in China. Can’t beat that. FYI, I e-mailed the management, and they did quickly respond-they do seem to have an upgrade plan in place (both facility upgrades and employee training). I’d certainly stay there for the location, but calibrate your expectations. It’s simply not a Shangri-La.

Have stayed at Shangri-La hotels for decades, and you do generally get what you pay for. A cut above. World-Class service. The feeling that it’s a really special experience.Not here. Very, very disappointed. Worn and stained carpets. Old furnishings. Lackluster employees.Check-in was slow, inefficient, and desk staff spoke poor English (felt like I was back in China in 1992). Concierge was in name only (more like a senior bellboy). Given the storied history of the hotel, was sad to see.On the plus side, the hotel location is perfect, front-and-center of the most scenic and picturesque spot in China. Can’t beat that.FYI, I e-mailed the management, and they did quickly respond-they do seem to have an upgrade plan in place (both facility upgrades and employee training).I’d certainly stay there for the location, but calibrate your expectations. It’s simply not a Shangri-La.

They proactively asked us if we wanted to upgrade. Hotel is older, may need a renovation. It’s convenient and the staff was friendly and helpful.

The hotel is old and in need of a desperate revamp.

Really good Chinese food at the Shang Palace, especially like the spring menu.

perfect location and good service. Highly recommend to everyone.

perfect location and good service. Highly recommend to everyone.

Shangri-La Hangzhou is perfectly located. Within a quick walking distance of the lake and the famous Lou Wai Lou Restaurant. And since transportation can be a challenge in Hangzhou, this hotel is also a quick walk to the bus station, which can quickly and cheaply take you to the famous Green Tea Restaurant, Botanical Gardens, etc. The hotel also has numerous restaurants, and Garden Coffee had a great lunch buffet. Helpful, friendly staff!

Excellent location by Xi Hu (the lake), close to downtown!

The location is great if you enjoy sightseeing around Westlake. It might be difficult to call a cap during off hours.

Excellent location!! Friendly staff except in the cafe bar. Gave us a very small cup of coffee that is only warm. They also turned off the A/C as the weather is cooler. The room is still very warm. Need to open the window to sleep.

The location is everything, it's a few step away from West Lake, and it close to most of the famous landmarks/attractions, staff are very welcoming. Only thing is that the facility is a little outdated, other than this is perfect.

The location is everything, its a few step away from West Lake, and it close to most of the famous landmarks/attractions, staff are very welcoming. Only thing is that the facility is a little outdated, other than this is perfect.

The hotel is dated and you will not miss it but it is generally clean and tidy, and quite roomy. Hotel staff and service is the best part. There was some kind of periodic banging noise in the building somewhere during the first couple of days of stay - annoying but not a deal killer. I killed an inch long cockroach that crawled into my sanitary bag - that was a hair raising experience.

Decent hotel at the best location by West Lake. Room a bit dated but well maintained and very clean.

Decent hotel at the best location by West Lake.Room a bit dated but well maintained and very clean.

Everything is too old. Lobby temperature is cold. Colation is close to the lake but not by the lake.

Everything is too old. Lobby temperature is cold. Colation is close to the lake but not by the lake.

Everything is too old. Lobby temperature is cold. Colation is close to the lake but not by the lake.