Midtown Shangri-La Hangzhou — Hotel in Hangzhou City

Excellent Service (despite language barriers - btw:using a translator gets most things archived) . Rooms are large and the beds are very comfortable. Breakfast is extensive and very good. The lounge at the lobby is a great place for an afternoon tea. The 'Brewery' is a huge bar area with a wide selection of drinks & food, and a live band in the evenings (I found the volume they played at a bit too loud for my liking). Great to spend an evening before heading off for dinner (they however do have an interesting menu themselves). Step outside Brewery into the open area between the Hotel & Kerry Centre and you can hop into a few restaurants there "Thai"; "Blue Frog"; "Shake Shack" and a few more inside the Kerry Mall.

The hotel is super located:

A) right next to the Kerry Shopping Mall (large, upmarket mall, lots to top retail brands, large supermarket in the basement, restaurants and desert /confectionery stores within the mall). B) Night Market - 5 mins walk from hotel. Ask the concierge for directions C) West Lake: 8-10 mins walking distance from the hotel. There are rental cycles parked right outside the hotel that you could rent/ride to west lake if you choose.

Stayed at hotel 17-20 Dec, 2023. Would definitely stay here again.

Tip: Since Google maps works poorly in China, this location on the map is not precise. Look for AMBER BAR - on Google Maps which is nearest the actual Midtown Shangri-La hotel with the same address as the hotel (6...

Family stay of 4 adults and a 7 year old child. We were given 2 rooms on the sixth floor, which is probably a floor for families with kids. Everything was great until our room door was open by the hotel staff; we were hit by this nauseating strong urine smell, the staff member suggested to lower the room temperature and the smell would diminish, we requested to have a different room, were given a room which was far from the elevators (I had a broken foot and had to use crutches), Supervisor was called to assist us and her first expression was,” I am sorry, this hotel is already 10 years old “; really? , that is the excuse? Don’t the housekeeper supervisor notice the strong smell and order a carpet odor treatment or carpet replacement? My question is why is this room is still being offered to the guests? I would expect this from a 1 or 2 stars hotel, but not from The Shangri-La Hotels, we pay an “x amount” of money for service and come with an expectation of getting at least a good service; this first impression and the response of the staff, left me feeling uneasy for the rest of our stay. To be fair to the hotel staff, I noticed they are all hardworking and attentive people, maybe this incident was as a result of cost mitigation or an...

我在杭州香格里拉酒店住了7天6夜。我原本預訂的是親子房。行政酒廊職員詢問我是否需要升級房間，我起初誤以為是免費升級，後來才得知是需要額外支付每晚1000元人民幣，入住面積相同但可觀賞西湖景觀的房型，於是我拒絕了。隨後，她建議我以每晚多加200多元的價格，升級到面積更大的行政套房，這次我接受了提議。升級後的房間面積寬敞，住起來舒適，我尤其喜歡衛生間明亮的空間設計。酒店早餐品質不俗，選擇豐富，還提供地道杭州美食。負責豆漿和粢飯區域的阿姨和叔叔服務親切友善。酒店地理位置相當便利，步行不到100米即可到達武林夜市。從酒店二樓還可直通嘉里中心商場，離地鐵站僅幾步之遙。步行至新華書店也只需幾分鐘，周邊出行十分方便。不過，客房的清潔工作有改進空間。入住前三晚上，由於家人生病，我們日間都在房間，下午到傍晚才外出，為了不耽誤保潔阿姨的工作，我們會請她們進來打掃。可是，第一、二晚入住時，負責清潔的阿姨沒有吸塵和掃地。當我提出打掃要求時，她甚至笑笑反問：“太太，您有這個需要？”但到了第四天，換了一位瘦瘦的保潔阿姨，她的工作表現令我眼前一亮。她的工作極為認真，對待客人也十分體貼。我因她的用心服務，幾次提出要發紅包表示感謝，都被她禮貌拒絕，她一再強調，這是她的份內職責。這點讓我對酒店的印象大幅提升。然而，退房時卻發生了令人非常不愉快的事。入住當天，行政酒廊女職員曾貼心提醒我，退房時可直接在行政酒廊辦理，無需至一樓排隊。於是，退房當天，我依約前往酒廊，但兩位當班員工都是新人，無法獨立辦理退房手續，需打電話請人協助。耽擱許久後，我只好回到一樓大廳排隊。此時接送我去高鐵站的司機已在等候，我請前台員工盡快處理退房並退還1000元人民幣現金押金，但對方表示我沒有紙本收據。這時我才發現，入住當天行政酒廊職員只給了我房卡，並未提供押金收據，從而引起了此時的混亂。我曾在新加坡、泰國、大阪等多家香格里拉酒店入住，體驗都非常愉快。但此次杭州之行令我大失所望，因此，我隨後取消了上海靜安香格里拉酒店的預訂，轉而入住了另一集團旗下的五星級酒店。I originally booked a family room. The staff at the executive lounge asked if I was interested in upgrading my room. At first, I misunderstood and thought it was complimentary, but it turned out to be an additional charge of RMB 1,000 per night for a room of the same size with a view of West Lake, which I declined. Then, she suggested upgrading to an executive suite that was a bit larger than the family room for merely over RMB 200 extra per night, which I accepted.The room was spacious and comfortable. I particularly liked the bright design of the bathroom. The hotel breakfast was of high quality with a wide variety of choices, including local Hangzhou dishes. The auntie and uncle serving salty soy milk and ci fan were especially kind and friendly.The hotel’s location is quite convenient—less than a 100-meter walk to Wulin Night Market, direct access from the second floor to the Kerry Centre, just steps away from the subway station, and only a few minutes’walk to Xinhua Bookstore. So, the location was very advantageous.However, the housekeeping service needs improvement. For the first three days of my stay, the staff did not vacuum or sweep the floor. When I requested it, she smiled and asked, “Do you really need it?” Nevertheless, on the fourth night, a slim auntie proved to be an exceptional employee. As my family member was unwell, we spent much of the daytime in the room and allowed her to clean directly. She performed her duties diligently and was very attentive to us as guests. I offered her a red packet multiple times as a token of appreciation, but she politely declined, insisting it was her duty. This greatly improved my impression of the hotel.Unfortunately, I encountered a very unsatisfactory situation during checkout. Upon check-in, the executive lounge staff had kindly informed me that I could check out directly at the lounge without having to queue at the ground floor. So, on the day of checkout, I went to the executive lounge as advised. However, the two staff members on duty were new and unable to process the checkout. They had to call for assistance, causing a significant delay. Eventually, I had to return to the ground floor to queue. Meanwhile, the driver arranged to take me to the high-speed rail station was already waiting. I asked the front desk staff to expedite the checkout and return my RMB 1,000 cash deposit, but they stated that I lacked a paper receipt. It was only then that I realized the executive lounge staff had only given me the room key during check-in and had not provided a paper deposit receipt, leading to confusion at checkout.I have stayed at Shangri-La hotels in various countries, such as Singapore, Thailand, and Osaka, and always had excellent experiences. However, this stay in Hangzhou was greatly disappointing. As a result, I subsequently cancelled my reservation at the Shangri-La hotel in Shanghai and instead booked a five-star hotel under...