UrCove by HYATT Hangzhou Westlake — Hotel in Hangzhou City

When I checked in, the receptionist was not helpful at all. He didn't give me any info about my stay—like the WiFi password or even which floor my room was on. I get that there was a language barrier, but he didn't even try to speak broken English.|Then, there's the whole thing about the hotel checking my visa and taking a picture of it. Usually, they only take a picture or scan the very first page of the passport. I mean, they're not immigration officers, right? But whatever, I didn't make a fuss about it.|Next, I got to my room and hung the 'Do Not Disturb' sign on the door, like I always do. But the AC was broken and making a crazy loud noise. So, I went downstairs to ask if I could switch rooms, using Google Translate, of course. They agreed and gave me a new key for a new room on a different floor.|I went back to my room to pack up my stuff, and out of nowhere, an older lady—who I think was housekeeping—just barged in and started talking to me in Chinese, which I totally didn't understand. After packing, I went to my new room, but the key they gave me didn't work. Neither did the spare key. So, I had to get housekeeping to let me in.|I went back downstairs and asked to speak to the manager. I told her all about the issues, especially the invasion of my personal space when they entered my room with the 'Do Not Disturb' sign.|She asked me some questions and checked the CCTV footage. After a long discussion using Google Translate, she explained that the reason why housekeeping entered the room was because the receptionist had given me a new key and changed my room status to checked out, so the housekeeping staff thought I had already left the room.|After that, the manager offered me complimentary breakfast and a free fruit platter every day, which I didn't need. So, I refused and walked out. I called Trip.com customer service to help me cancel my reservation and get a full refund. After another long discussion, the hotel finally agreed to give me a full refund.|If you think I'm being dramatic, consider this: Why would I spend hundreds of dollars just to sleep? Why wouldn't I just stay at a cheap hostel? Because I expected good service and a nice place to stay during my trip. This hotel is a 4-star under the Hyatt group, so my expectations were pretty high. The way they handled the problem was disappointing. They got defensive, saying the system had marked my room as checked out after the receptionist gave me...

Location :

This place is right beside a huge shopping mall, metro station, night market and city walk street.

Taking didi is easy. We took didi to the temple, which cost about 15-25rmb. It's convenient for the didi to pick up and drop off.

We walked to in77 from the hotel, approximately 10mins walk. Wulin night market is also walkable, 5-8mins away.

Room:

Room is huge, but it has a certain smell. I had to spray a lot of air freshener to get rid of it. House keeping is bad. I still see a lot of hair on the floor after a night. Under the sink, there was a puddle of water, i expected the housekeeping to clean it. But nope, it was left the same for 2 days.

Service :

Staff was nice. You will be given a coffee voucher to redeem a cup for every stay. But strange that, they only give 1 voucher to a room of 2.

You can order food delivery and have the robot delivered to you. Truly convenient. But note, robot may not be able to send up huge items (like pizza)

All was good, except for the housekeeping and that weird smell.

I may return for the stragetic...

The reviews were super helpful regarding the ‘wrong Google address’, we made sure to double check the address to prevent taking the ride to the wrong place (and end up having to walk a distance).

We selected ‘UrCove 逸扉酒店 （米兰店）’ on DiDi (ride hailing app, similar to Uber) and got here alright (didn’t need to adjust the address), but for the benefit of those using Google Map only. Got this from the hotel:

UrCove by HYATT Hangzhou Westlake No.346 Yanan Road, Gongshu Dist Hangzhou 300005 P.R. China

杭州西湖米兰逸扉酒店 杭州市拱墅区延安路346号 邮政编码：300005

Just wanted to contribute the correct address of this place.

P.S. Google is not usable in China (unless you have VPN) so probably not the most reliable tool to get around. Alternative to...