Hangzhou Xinqiao Hotel

The lake view was beautiful, and the bed was comfortable. The windows open a little for airflow. In winter the air conditioning is set to heat only, which can be uncomfortable if, like us Americans, you tend to get warm. The staff kindly swapped our comforters for lighter covers and brought us a fan. Service was the strongest part of the stay. The staff were consistently kind, understanding, and accommodating, and the manager went out of their way to help us. They also assisted when we needed to pay for laundry on the 8th floor. Payment there is through WeChat, and since we only had cash, we had to ask the front desk to handle it. Drying clothes was difficult, so I’d use the longest drying setting. The room itself was a letdown for what’s meant to be a 4-star hotel. The lobby and outside look luxurious, but the hallways and rooms don’t live up to that impression. The walls and wallpaper were worn, stained, and dirty. Our first room smelled noticeably of cigarette smoke, so we asked to move. The second had badly stained carpet and no refrigerator. Staff brought one after we asked, but it didn’t fit properly in the cabinet, wasn’t properly cleaned, and still had an old used water bottle inside. The refrigerators seemed old and outdated in general. We were eventually moved to a larger upgraded room with hardwood floors instead of carpet, which was a big improvement. Even there, though, the toilet room ceiling had visible stains and didn’t feel sanitary. The breakfast buffet wasn’t appealing to us as Americans, so I’d eat elsewhere. I’ve stayed at many 4- and 5-star hotels, and I wouldn’t rate this one as 4-star. The customer service deserves high praise, but the room condition and cleanliness brought the experience down. I’m writing in detail because there are few recent reviews and hope this helps future travelers set realistic expectations. The stay was decent, but the hotel didn’t meet 4-star standards.