West Lake Hotel

The room was clean and new, with a comfortable bed and good soundproofing. We only heard street noise when the windows were open. Breakfast had a good spread, the staff cleared tables quickly, and the laundry service saved us a lot of hassle by washing and drying our clothes efficiently. We came as a chaotic group of 11, including elderly relatives and kids, and the team made the stay memorable. The young man at check-in on 28 Dec in the late afternoon was patient and friendly, answered all my questions, and offered welcome drinks to all the children even though I was the only member. When my nephew spilled his drink, he first checked that he was okay. At the front desk, Rose and Cathy helped with West Lake boat trip information and patiently handled our questions. Xiao Zhao from housekeeping noticed my medication and left extra mineral water by my bedside. There were a couple of bathroom issues: it tended to flood a little, and there was an occasional sewage smell. Hooks or a rack for clothes in the shower would help. My family loved the stay, and I'll come back. Thank you, Holiday Inn Hangzhou West Lake Hotel, for the thoughtful service.