I'll let you know about or experience and then tell you about the hotel. I also have to start by saying I've never had to complain about a room before.
We booked a deluxe garden view room and our guide telephoned the hotel in advance to guarantee a West Wing room. (The east wing is a buggy ride away from the main reception). When we checked in, in the evening we were given a lake view room in the east wing being told this was an 'upgrade'. The room stank of cigarette smoke and we immediately had to ask to move. The bell boy rang the manager who confirmed they would move is to a better room also in the east wing. This was a suite, but also a smoking room. The bell boy left us and we had to telephone the manager ourselves. We told him it wasn't good enough to be put in another smoking room and we would be happy with the original room booked. He told us that this was better and the west wing was fully booked. The east wing was apparently all smoking rooms. After being told at least 5 times the west wing was fully booked and there were no more rooms available and that our original booking was no longer available he amazingly found a room in the west wing and we moved again. It was such a struggle to explain to him why we weren't happy and being on our honeymoon was not a pleasant way to start our stay. We asked why our original room had been given away with no answer. Being lied to quite blatantly that the west wing was fully booked was aggravating. The duty manager came to collect us personally and told us again how the west wing was fully booked - apart from the room we were being taken too I had to point out.
The room we ended up in was a car park view (so still not the garden view we originally booked) but we just wanted to unpack and get to sleep. The air con didn't work very well but I did not want to complain again
In the heat of the moment, however, I lodged a complaint through the hotel website. It was only following this that good service came out. The following day our guide got a call from the hotel to apologise. We were offered another upgrade to another suite, but which we turned down as we were checking out early and didn't see the point in having to pack up and move again, especially as we were on a full day tour. Instead they offered us dinner and a bottle of wine to make up for the issues the previous evening. This we thought was good service and we were met in the evening by the manager and taken to dinner.
If it wasn't for this the review would be a 1.
All this aside the hotel itself though, as other reviewers have pointed out, is very dated and quite disappointing. It reminded me of a Bournemouth hotel I stayed at in the 1980s. Considering it is a 5* hotel you expect more. Even our guides admitted it's very old but it has a very good location on the lake. G20 leaders stayed there a few years ago and it feels like the hotel is hanging onto this to maintain its high end status.
Breakfast is fine with a decent selection but the food isn't anything special.
Overall you want more from a 5* hotel. There may be other hotels round the edge of the lake that might be worth a look though.
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- Also Known As:
- Shangri La Hangzhou
- Hangzhou Shangri La