Grand Hyatt Hangzhou

This hotel has the best location, located right on the lake with its back facing the main shopping area. You cannot get anymore convenience as a tourists here. Walking distance to shops, restaurants, markets and of course the lake views. The room is good size with good amenities. The bedding is very comfortable.

The location of this hotel is good, in that it is right in front of West Lake and major shopping/eating places. It is at the livelier, more bustling part of West Lake, although it is well shielded from noise. If you prefer the more serene parts of West Lake, then other hotels may be more suitable. The lounge is grand in the typical style of a Hyatt hotel. ||While this hotel is 5-star, there is something about it that does not match its external luxury status. As a family, we booked 2 rooms of the same type at the same time under 1 booking. However, we were placed in 2 rooms at opposite ends of the hotel wing, and the walk between rooms is ridiculously long. If you look at the photos of the hotel exterior, you will know what I mean. The hotel also does not seem to value making its guests feel welcome. Staff don't say hello or smile when they see you along the corridor. Same experience with breakfast - no smiles, just perfunctionary showing you to your table. Tables have no placemats and cutlery is placed directly on bare tables - strange for a high end hotel. The restaurant is either terribly busy or understaffed, because nobody comes to clear the empty dishes on the table unless you call one of the wait staff to do so, and they are also stone faced. The hotel valets are much friendlier though. Overall, the hotel staff needs better hospitality training.

My family of three stayed at the Grand Hyatt Hangzhou and experienced the outstanding hospitality and warmth of the hotel staff. Unlike Shanghai, where I had difficulty finding English speakers, many staff at the Grand Hyatt spoke English, which truly made me feel at home.||Our room was beautiful and overlooked the lake. The service and overall hotel experience were top-notch. We dined at the Chinese restaurant Hubin 28, where the food was served like fine dining — excellent in both quality and service. The breakfast buffet had a wide spread selection.||The concierge was very helpful in arranging a Didi driver who spoke English, which allowed us to have a wonderful one-day experience exploring Hangzhou.||We will definitely return to this hotel. Thank you, Eddie Ding, for making our stay so memorable!

The location is awesome! The hotel is right by the West Lake, and the view is just gorgeous. There are shopping areas like in77 and Kerry Center nearby, so it's super convenient for shopping. Marina at the front desk who helped me check in is so gentle and patient. Her service is top - notch! I was worried about a musty smell at first, but the guest rooms are well - maintained.

The rooms with the lake view are beautiful. Interior feels updated and clean. Club lounge food is decent, not the fanciest but sufficient for a dinner substitute and a filling breakfast. Location is very convenient - next to a huge shopping area and the lake side. A thank you to Rona who was very helpful during check in. She was very detail-oriented, ensuring that me and my family would have a good setup in terms of room proximity and club lounge usage. She even made sure we got a room with a more centered view of the lake. We have Hyatt Globalist status and she proactively communicated the benefits to us to ensure we could make full use of them.

We had a very positive experience at Grand Hyatt Hangzhou. I would like to especially thank Rona Bao, who went above and beyond to make our stay pleasant. Our flight was delayed, and we arrived at the hotel close to 3 a.m. To our surprise, the front desk had already prepared all the check-in documents, and the process was completed within five minutes. They even arranged a room near the elevator so we could rest as soon as possible. The hotel’s location is excellent—West Lake is right in front, and the shopping district is just behind the hotel, offering everything we need. It’s very relaxing to enjoy a drink in the lobby. Breakfast was good, with a nice mix of Chinese and Western options.
Overall, we had a great stay and will definitely return.

The location of this hotel is very convenient, as it sits a few steps across the lakeshore boulevard from West Lake -- the crown jewel of the city. Traffic noise is minimal in the guest room. The hotel valets and bellmen are all very courteous, attentive, and diligent. The breakfast is prohibitively overpriced in terms of quality and variety. The guest room shower water temperature (centrally controlled) is less than comfortable (less than lukewarm and the shower head water adjustment system is extremely difficult to maneuver). The guest room carpet seems to be worn and definitely needs to be replaced. The front-desk staff is not very personable or receptive to guest feedback. Overall, as a 5-star hotel, this place has much room for guest-service improvement and update.

Location was great - right by Westlake and the shopping district. Rooms are spacious and very clean with luxury amenities. Breakfast spread was good. The hotel Bar (Antique Door) at L1 has pretty good / interesting cocktails and very friendly staff. Other hospitality aspect could be improved — everything felt transactional, and service staff were not very friendly. It might have also been wishful thinking on my part that they’d provide some form of free laundry rooms like all other major Chinese hotel chains 😅