Four Seasons Hotel Hangzhou At West Lake

If you are looking for luxury, this is it! Everything about the hotel screams luxury: from the lobby, to the gardens, to every little detail of the guest room. It is amazing to find such a quiet corner with beautiful gardens and green space in the middle of a somewhat crowded city. You will feel like living in a park. The staff is extremely attentive and eager to cater to your needs and wants. We will definitely stay here again at our next visit to Hangzhou

The hotel is very beautiful and equipped it with all amenities needed. Oliver, the concierge, was very helpful and suggesting us with a lot of useful information with warmth and sincerity. One shortcoming was the housekeeping service that the third night during our stay, we went back to the room around 8 PM and our two rooms were not cleaned. I wonder about that because I believed that I did not turn on Do Not Disturb button. After a long day of traveling, we've got to wait for the housekeeping to clean the room for another hour to use the rooms. However, the overall experience was good and we wish to go back again next time.

I am writing to formally express my disappointment with my recent stay at your esteemed hotel, despite its impeccable environment. As a guest who paid 6,000 RMB per night and upgraded my room type at an additional cost, I had expected nothing short of exemplary service, yet the experience fell far short of this expectation. Issues Raised: 1. Lack of Directional Signage While the hotel’s location by West Lake is picturesque, the absence of clear signs for trails and hotel pathways made navigation challenging, particularly for first-time visitors. 2. Poor Service Attitudes and Negligence • Inadequate Bellboy Service Neither check-in nor check-out saw any offer of luggage assistance. When explicitly asked to help load suitcases into a taxi, the bellboy responded negligently. • Shower Plumbing Crisis It is particularly disappointing that this incident occurred in the upgraded room we paid extra for. A sewage backup in the shower flooded the bathroom floor at 9 PM, requiring emergency repairs. Verbal apologies were issued, yet no compensation (e.g., cleaning fees or room discounts) was provided. 3. Staff Underpreparedness Repeated instances of indifference and inattentiveness suggest understaffing or inadequate training. Such lapses are unacceptable for a luxury hotel of your caliber. Conclusion & Recommendations While I acknowledge the hotel’s aesthetic appeal, the disconnect between its premium pricing and subpar service is troubling. It’s far from satisfactory from the service and attitude I had received from Four Seasons west Lake as one of the most EXPENSIVE and supposedly luxury hotel in Hangzhou (or even in China). I urge you to revisit your service protocols, prioritize staff training, and implement proactive measures to address guest concerns. Four Seasons’ reputation hinges on more than elegant interiors—it requires genuine excellence in every interaction. Yours sincerely

We were thoroughly impressed by the thoughtfulness of the staff that began even before we arrived at the hotel. They were the only hotel out of the three 5 star hotels that we stayed at in China (in Xiamen, Hangzhou and Shanghai) that was able to provide us with a child seat. After the initial request, the child seat magically appeared in all subsequent tours and rides that we arranged through Four Seasons. Even though I only provided the ages of my two children at time of booking and made no specific or special requests for the rooms, when we walked into our rooms we were blown away by the consideration behind the items that were provided--the same things that we have at home to make things accessible for our children. In the room my 5 year old was staying in they had a small step so that he could reach the sink, a training potty seat, small slippers/robes, snacks, just to name a few. In the room with my 1 year old they provided diapers and wipes, baby soap and lotion, baby bathtub. This was way above and beyond anything we had ever experienced at other hotels and we were incredibly grateful for the consideration and thoughtfulness of the staff. |The wonderful concierge was super helpful in getting us booked on very short notice for tours and tickets. Our rooms were beautiful, as was the setting of the hotel. Should we be fortunate to visit Hangzhou again there is no other hotel that we would consider staying in.

Easily holds its own against some of the best hotels in the world. Situated within a 10-mins walk to the scenic West Lake, Four Seasons Hangzhou is a stunning property with intricately designed Chinese-style courtyards and gardens. The rooms were spacious, starting from 63 sqm, and featured an enclosed balcony overlooking the courtyard and garden below. Every staff member we had the pleasure of interacting with during our stay was more than warm and hospitable, as you would expect from Four Seasons. While it's a shame that we did not get to try the famed Jin Sha restaurant, we did get a glimpse of its quality as you could order a few items ala carte as part of the breakfast buffet, which itself was more than a treat and a perfect way to start your day. There are certain hotels out there, and while mostly pleasant, you just wouldn't mind skipping over to try something else. This is not that kind of hotel. It made damn sure that from now onwards, as long as I visit Hangzhou, this is where I would like to stay.

Pros:||1. Room quality. The rooms had ample space, comfortable beds and sofas, a desk, and a decent bathroom. ||2. Sleep quality. There was a wide range of pillows and quilts to choose from. ||3. Food. The best restaurant was a Michelin 1-star restaurant featuring classic Hangzhou food and some Italian food, too. ||4. Service. The waiters and waitresses maintained a good attitude towards us. ||5. Atmosphere. ||Oks:||1. Value.

I stayed here with my family including 2 young children. We adults as well as the children unanimously loved our experience. The hotel is wonderfully appointed in a quiet corner, yet the legendary West Lake is only a short walk away and it is also easily reachable via bicycles which are provided by the hotel. The architecture of the hotel harkens back to the golden days of ancient China, which is lovely and it is further accentuated by an impeccably manicured garden. The room is lovely decorated and as someone who isn’t fond of swimming per se, I found that I thoroughly enjoyed the pool facility. With all that said, the true star of the hotel is the staff. Having stayed at numerous hotels around the world to date, I can confidently say without reservations that the staff we had the pleasure to interact with is simply the best of the best. And there isn’t even a close second! There was a tremendous attention to details and every single member of the staff genuinely went out of their way to accommodate and take care of us like we are their family. Lulu, the guest service ambassador, knew all of our names (including the children’s) upon our arrival! She was so kind to help us plan our experience at the hotel as well as outside excursions and entertainment. And she carried out her duties in the most personable and yet elegantly professional at the same time! Toby, the food and beverages manager, couldn’t be better. Like Lulu, he was fully engaged and took great care of us. Because of this, we all felt so happy and relaxed every time we dined in house. Two restaurant hostesses, Liv and Jody, were highly attentive and lovely to work with. Eileen helped us set up a beautiful breakfast on the boat. She even welcomed us back at the dock with a lovely tray with chilled Long Jing tea (knowing it was a hot morning). Hard to beat that little touch! There was also another staff member at the front desk whose name I regretfully do not remember (he is the rather tall young gentleman) that merits a mention. He was most kind in facilitating our usage of the bicycles. Even the staff at the pool was impressively friendly and accommodating. All in all, our experience at the Four Seasons in Hangzhou West Lake is second to none and will forever be cherished. We feel very fortunate to have had a chance to stay here. The hotel may carry 5 stars but the team of staff shines like 10 stars!!!!!

Unbeatable location, stone throw away from UNESCO world heritage site, Hangzhou Westlake. Passeggiata anytime of the day to enjoy the scenic lake at your convenience. Besides, the hotel compound is its own sanctuary with a stunning landscaped Chinese Song dynasty inspired water gardens and pavilions. The room was a bit dated yet still cosy. Service was attentive and enthusiastic from all staff. Another gem in this FS is the Jin Sha, a must visit for superb Zhejiang cuisines.