Four Seasons Hotel Hangzhou At Hangzhou Centre — Hotel in Hangzhou City

We have a wonderful stay at Four Seasons Hotel Hangzhou At Hangzhou Centre. The hotel is in an excellent location - breath-taking view and well connected to trains, malls, gardens and museum. But what makes it special for us is the sincerity and effort everyone at the hotel makes to make our stay special (not knowing this is our anniversary trip). There are so many people to thank at the hotel, but we would like to express our appreciation to Kevin Wang and Emily Hau. Our forgettable start (flight delay, midnight arrival) to the trip was literally rescued by Kevin at breakfast. Kevin went out of his way to get us a quiet corner just for 2 of us, almost phenomenally unheard of on busy Saturday morning and make sure that we were well taken care even on his off day. And there is Emily, who we spent much time (despite her busy routine) just chatting about everything under the sun. Oh yes, not forgetting Elvis Xing, who in the mist of welcoming VIPs to the hotel, still personally take time to bring us to the neighboring mall. I am an avid business traveler, and I must say that the Four Seasons Hotel Hangzhou At Hangzhou Centre has hit the sweet spot of efficiency of a business hotel and sincerity and warmth of a leisure hotel. We would definitely be back...

Having stayed at the hotel a number of times during my daughter’s 2024 / 2025 academic year while she was a visiting high school student from Hong Kong, I must say this is without a doubt the best hotel in Hangzhou and one of the finest in all of China. Four Seasons often sets the standard in any market where it has a hotel and this hotel is no exception. As a new build, the quality and ambience of the building is excellent. But what sets the Hangzhou City Centre hotel apart is the warmth of the service. A special shout out to Sue Cao, who treated our daughter like an extended member of the Four Seasons family. Thank you as well to Kevin Zhang, Kevin Wang, Terry, Jesse, Cody, Savannah, Julia and Zaki. Thank you also to the amazing pastry chef who made a spectacular Black Forest cake for my daughter’s birthday! Thank you all. We hope to be back...

完整版入住体验反馈已经通过FS官方问卷提交，但我依然想说一下在30楼“繁星酒吧”关于酒吧经理William的事情。||酒吧经理William的服务令人堪忧，并且对于四季在服务上灵活性的认知程度非常欠缺，不能做到四季酒店“待人如己”的准则。交谈中，他提及自己为四季酒店工作了10年，但很遗憾，似乎当他这样告诉我的时候，我并没有看到这是一种自豪以及荣誉，反而是给四季酒店抹黑。|我强烈要求，酒店方对30楼“繁星酒吧”的管理进行更完善的培训，着重对William的行为进行全面的综合评估。直到最后一天，退房离开酒店，我和朋友都没有收到William的道歉。||入住期间，非常开心有餐饮总监Kyle的餐饮招待，火锅口味很棒，下次去杭州绝对会再打卡。房务总监与Christine在客房方面，提供了帮助及支持。在得知我与朋友看完电影后，还让工作人员画了电影人物角色的卡片放到房间。Kevin在早餐期间的帮助，可以让我们的早餐选择更加灵活和丰富。||虽然我不知道下一次去杭州是什么时候，杭州中心四季酒店也的确给我了下一次去的动力，但是，希望下一次回来后能看到一个更加完善的四季。||While I have already submitted my full stay feedback via the official Four Seasons survey, I still wish to highlight an incident concerning the bar manager, William, at the “Stars Bar” on the 30th floor.||The service provided by William was deeply disappointing. His understanding of the Four Seasons’ hallmark flexibility in guest service was noticeably lacking, and his demeanour fell far short of the brand’s principle of “Treat others as you wish to be treated.” During our conversation, he mentioned having worked for Four Seasons for ten years. Regrettably, rather than instilling a sense of pride or trust, this statement only served to reflect poorly on the hotel’s standards.||I strongly urge hotel management to undertake a thorough review of the operations and service quality at the “Stars Bar.” Particular attention should be paid to William’s conduct through a comprehensive assessment and further training. Despite our disappointment, no apology was ever extended to me or my friends—not even upon our departure from the hotel.||On a positive note, I would like to express my sincere appreciation for the exceptional hospitality shown by the Director of F&B, Kyle, whose thoughtful hosting and excellent hotpot selection truly elevated our dining experience. I would gladly return just for that alone on my next visit to Hangzhou.||I am also grateful for the assistance provided by the Director of Rooms and Christine, who were attentive to our needs. Their kind gesture of arranging a custom illustration of the film characters we had just watched and placing it in our room was both personal and memorable. Kevin’s support during breakfast made our mornings far more flexible and enjoyable, with a wider variety of options.||Although I do not know when my next trip to Hangzhou will be, my experience at Four Seasons Hotel Hangzhou at Hangzhou Centre has certainly given me a reason to return. That said, I sincerely hope to see a more polished and consistent standard of service upon...