Oakwood Residence Hangzhou — Attraction in Hangzhou City

Dear Trip Manager , Make sure hotel’s top management reads this message . I had checked out around 1.50 pm on 1st then gone to watch hockey match and after match directly drove to Shanghai. After Shanghai around 8.45 pm released I left my & families passport in locker of the wardrobe , locker was left open therefore no password required to open . I immediately called hotel’s front desk first spoke to lady she told exact locatio n of three passports. I waited for 20 minutes then called again this fine spoke to another person “ Wu” , he was more responsive and told he will check and assured to call back but he didn’t call back . I called after about 20 minutes he told he found a gold chain . This my gold chain I asked him again did he find passport he told “ no , think else was found “. Actually he didn’t send anybody to room to check . He lied ! . I told him to check again as I told him exact place of my passport. He said he will get it checked . I waited again for about 20 minutes again and called again spoke to him this time he told that another guest has checked in and therefore they cannot as guest is not in room . He told me to wait until guest comes back . Hotel’s housekeeping staff had found my chain in afternoon while cleaning and gave it front desk . Actually hotel should have called me on mobile immediately but wondering why this such kind of negligence . Absolutely disappointed. We kept on calling a few time until 1.15 am , my wife called atleast 10-15 times . Front desk staff kept on saying cannot enter room as guest hasn’t comeback . Meanwhile I had contacted via your app to three agents they said they will come back in one hour but nobody did …..!!! I had called around 1.15 am to hotel and told them I have no option to call police . Then Wu told he wait for 10 minutes , he called back and told to call police . I called 110 gave full information to police and with 10 minutes local police station called back to verify and after about 10-15 minutes I called Police again they said front desk has found my passports . If front desk had not authority to enter thek should have given option to call police and then they could enter room to search . Untrained unprofessional staff made me suffer for 4 & half ours . I will tell this story to all and will tell to all to never stay in this hotel ever...

We stay here for six months. And we feel really at home. Right from the beginning we met Wendy who speaks perfect English at the reception and she helped us to book train tickets for our China travel! As we did not speak any chinese this help was very precious. At the gym, the manager ( Jackie) was so helpful from the very start, to keep all of us in shape sharing with us his health wisdom (helping my son to work for his knees) and explaining us so generously about martial arts. At the reception every time we needed something ( You need many things when you arrive to China) and do not understand chinese. Things LIKE finding something to buy, finding an adresse, need to print, EVERYTHING me, my husband or my children need, allways Wendy or Coulson was there to help). Also, and most important, when we had a medical problem (my husband had a very painfull ear infection), even if it was on Sunday the director of the hotel comunicated with me all the time and sent his employées, Lynda and Coulson to take care of us. They brought us in a taxi to the best international clinic, and we saw a chinese ear specialist doctor on a sunday who was amazingly good. What can I say? Then we are often invited by the hotel to great activities which allow us to learn about traditional chinese culture, like a visit to the tea village, or to the sword museum with a chinese guide, or to participate in the so famous dragon boat festival. At the gym residences can go to activities as YOGA three times a week. Also I am as lucky as to know Jackie who is in charge of the amazing gym, who teachs me other precious treasure from chinese traditional culture: TAI CHI. Now we are back to Canada, but I am missing everybody already. the gym and swimming pool, sauna, the restaurant, the breakfast buffet!! I have to say that we are really really thankfull to all the stuff for making our stay really comfortable and to make us feel at home. I hope to come back soon. But Oakwood will be allways in my heart. Thank you Jackie, Wendy, Lynda, and Frederic...

The apartment we had a couple of weeks was spacious and comfortable, but we encountered several issues. When we arrived, no one greeted us or offered to help us with our luggage. Although our apartment was considered nonsmoking, it was on a smoking floor and on our last evening we could smell cigarette smoke throughout the apartment, perhaps coming in through the ventilation system. A couple of days in, we had mosquitos (maybe because we had to open the windows to let in some cool air) and wound up with bites. When we complained, we were given an anti bug gizmo that seemed to help but required a 100-yuan deposit. Another troublesome issue is that the temperature is centrally controlled by the building, and we were too warm several nights with no way to control it. There is some control over the fan but the temperature hovered around 25C much of the time. Finally, the residence does not have luggage racks, so we had to put our suitcases on chairs. Also, the laundry machine is in a closet in the bathroom, which is a little unhandy. On the positive side, the housekeeping staff were very nice, the breakfast room and resident lounge were quite pleasant, there are several restaurants and a Family Mart in the middle of the south tower across the street, and the location is good if you prefer to be on the north side of West Lake, which is good for the Botanical Garden and Guo's Villa, both well...