JW Marriott Hotel Hangzhou

It was truly the best hotel — made me feel so comfortable throughout my stay. The staff were incredibly helpful despite the language barrier; they always did their utmost to assist and accommodate every request. Henley was the most amazing person — he helped me a lot with food and arranging taxis. The view from the room was amazing — absolutely loved it! 🌇 Overall, it was a wonderful experience. The location is also perfect, just a short walking distance from Hangzhou Centre and Hangzhou Tower.

We stayed at the JW Marriott Hangzhou six years ago and then wrote a glowing review about Shaun Zhang, a young concierge who helped us enormously on our trip. He created a great itinerary and even found a hard-to-find charging cable for my laptop. We told ourselves back then that Shaun was the kind of person we’d love to hire in the United States.||When we decided to return to Hangzhou this year, we booked the JW Marriott and wondered, “I wonder if Shaun still works there.” To our pleasant surprise, Shaun was at the front desk when we checked in. To no one’s surprise, he had been promoted to Assistant Manager 副经理. ||Shaun greeted us with a warm smile and once again made our stay at the hotel a wonderful experience. He truly knows how to make guests feel special. Shaun’s positive attitude and genuine warmth make every interaction enjoyable. I highly recommend the JW Marriott Hangzhou, especially knowing that Shaun has trained the staff to reflect his exceptional hospitality.

The hotel itself is beautiful, clean, and up to the JW Marriott standard. However, my room had a very strong smell of cigarette smoke that would not go away. It was still there when we came back the next day. Also, when I called the front desk for help, the staff could not speak English, which was frustrating. The hotel has great potential, but these issues need to be fixed.

Sorry but it’s a no go zone for myself in the future. Stayed for 5 days. Upswing I lost 3kg 🤣 for local it’s great. Westerners, whilst it’s doing its best it just didn’t hit the mark for business travellers. The service offered by the hotel is fine. Yet it failed on the food side.

Very disappointed with the service. Despite my complaints about a cracked floor-to-ceiling glass panel in the room, the hotel refused to change my room. The only explanation given was that all other rooms were fully booked. Totally unacceptable response for a safety and comfort issue.

The mattress used is bad. The breakfast is worst. I had a croissant and it is hard. My 10 years old son took a plate of pancake and he said these pancakes is not edible, seems made 3 days ago I am totally disappointed. I am a life time gold members and this is my first time having such bad food experience in Marriot during my holidays.

Room was lovely. Buffet were great and attentive staff. Got a nice view of the river. Overall a fabulous stay!

Rain 甘雨 at the lounge is awesome! She really went above and beyond and made sure our entire family had a wonderful stay at JW and Hangzhou. She was proactive in introducing the menu and offerings. She recommended sites to visit in the city and she was super attentive to the needs of our kids. She is the best!