Reviews
Excellent warm and professional service! Toddler crib available for our travel needs.
Able to accommodate our need for an sturdy infant crib (for 18 month old) which was not possible at many other hotels, even Western chains.
Great stay
Location is great, common areas and bedrooms are spotless, wide variety of food for breakfast, nice atmosphere. Overall very good experience.
Great hotel next to the west lake
Great location next to west lake and mall . staffs are attentive and friendly. Front desk and concierge teams are really helpful.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear Valued Guest, Thank you so much for your wonderful review. We are delighted to hear that you enjoyed our prime location right beside West Lake, with convenient access to the shopping mall nearby. It means a lot to us that you recognized the attentive, friendly service and great support from our front‑desk and concierge associates. Our whole team will keep striving to deliver thoughtful service for every guest. We look forward to welcoming you back soon. Best regards, Grand Hyatt Hangzhou
Best Hotel in Hangzhou
This is my third consecutive year staying at Grand Hyatt Hangzhou hotel. This hotel should be a dream place for everyone. It has an excellent location—walking distance to the famous West Lake, Yin Tai Mall, tons of restaurants and shopping centers. The staff are very friendly and helpful. We will definitely come back again next year.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear Guest, warm greeting from Grand Hyatt Hangzhou. Thank you for choosing our hotel for the third year in a row! We are so happy to hear that you call us the Best Hotel in Hangzhou. Our location near West Lake, Yin Tai Mall, and many restaurants is indeed very convenient. We are glad it makes your trip easier. I will also share your kind words with our staff. They will be very happy to hear that. We look forward to welcoming you back next year. See you soon!
Excellent location, amazing breakfast
Excellent location next to Westlake, Hubin 88 mall and subway station. Though located next to a busy tourist spot, it’s a world away inside the hotel.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear Guest, warm greeting from Grand Hyatt Hangzhou, thank you for your wonderful review! We are delighted that our location and breakfast made for a perfect experience. As you so eloquently put it, while we are nestled amidst the bustle of West Lake and Hubin 88, we strive to create a tranquil sanctuary away from the noise. It is our greatest pleasure to provide you with a peaceful retreat during your travels. We look forward to welcoming you back to enjoy this unique serenity and our delicious cuisine again!
By the West Lake
Unbeatable location with killer elevated views of West Lake. Great service amazing facilities - I love the hot pool, sauna, swimming pool and gym!
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear Guest, warm greeting from Grand Hyatt Hangzhou, thank you for choosing to stay with us and for sharing your experience. As you noted, our hotel takes pride in perfectly blending the magnificent views of West Lake with modern wellness amenities. We are delighted that both our service team and facilities, including the gym and pool, met your expectations. It is our honor to have provided you with such a pleasant and rejuvenating stay. We hope to have the pleasure of serving you again in the near future
my home in Hangzhou
Fabulous hotel with elegant old fashioned service standards and a wonderful location, perfect view. The staff always make me feel so valued. Hubin 28 has some of the best food and wine in any restaurant in Hangzhou. it is my personal favourite
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear guest, warm greeting from Grand Hyatt Hangzhou. Thank you for choosing our hotel and sharing your wonderful experience. We are honored that you appreciated our elegant old-fashioned service, prime location with perfect views, and the genuine care from our staff. We are also delighted that Hubin 28 has become your personal favorite dining spot in Hangzhou. Your recognition is the greatest affirmation of our team. We look forward to welcoming you back soon and wish you a pleasant life!
Grand Hyatt Hangzhou - Amazing
Amazing location, central to everything. Rooms are large, beds comfortable and huge. Felt like a California king size bed. The location is like 30 steps away from West Lake and all the shopping areas. Would definitely stay here again, and special shout out to Cardine Wu for wonderful service and professionalism, you were wonderful
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear Guest, warm greeting from Grand Hyatt Hangzhou. Thank you for your fantastic review and for highlighting the highlights of your stay with us. We are thrilled to hear that you found our location amazing and so central to West Lake and the shopping areas. We are delighted that you enjoyed the spaciousness of our rooms and the comfort of our beds. It is wonderful to know that you felt our bed like a California King. Our goal is to provide a sanctuary of comfort for all our guests. A special thank you for your kind shout-out to Cardine Wu. We are incredibly proud to have such a professional and dedicated team member. We will be sure to share your wonderful feedback with Cardine, as it will surely inspire the entire team. We cannot wait to welcome you back for another memorable stay in the near future.
West lake gem
Everything was great. Love the location. I had one of the suite at the end open up to the west lake. Couldn’t ask for anything better. I want to come back.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear Guest, Thank you for choosing to stay at Grand Hyatt Hangzhou and for sharing such a heartfelt review! We are thrilled to hear that you loved the location, the suite with its breathtaking West Lake view, and your overall experience. It is our greatest honor to offer you a window that frames the poetic beauty of the lake, whether bathed in morning light or wrapped in evening serenity. Your kind words are not only a testament to our service but also a driving force for us to continue sharing the magic of West Lake with travelers like you. We sincerely hope to welcome you back soon, to create more cherished memories amidst the lake’s shimmering waters and misty hills. Wishing you safe travels, and we look forward to your return!
Hyatt Westlake, Hangzhou China
This is an exceptional Hyatt property, conveniently located on Westlake, and next to the main shopping area. Staff is very welcoming and inviting, the steakhouse on the 2nd floor is amazing- unbelievable service and food. Breakfast buffet has everything you could possibly want
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear Guest, Warm greeting from Grand Hyatt Hangzhou. Reading your praise of exceptional Hyatt property fills us with warmth and pride. Your recognition of the hotel's conveniently located on Westlake, and next to the main shopping area makes us feel the luck of this unique advantage once again - with lake views outside the window and bustling city life at the doorstep, being able to let you embrace the scenery and convenience so effortlessly during your Hangzhou journey is exactly what we have always pursued. We are especially grateful for your amazing review of the steakhouse on the 2nd floor. Whether it is the unbelievable service or unbelievable food, both are the best accolades for the craftsmanship and enthusiasm of our chef team and sommeliers. Your affirmation of the breakfast buffet having everything you could possibly want also makes us realize that the care hidden in the wide variety of dishes has finally been gently noticed by you. Your recognition is the driving force for us to continue refining details and guarding the warmth. We look forward to seeing you again, when the West Lake breeze is still gentle, and the aroma of steak can still bring you surprises. Wish you a happy life and all the best!
Superb hotel worth the visit, but a little aged
Wonderful location on lake near sight-seeing places. On positive, happy hour at lounge significantly better than Marriott Shanghai or Shangri-la Suzhou. The live music at night is really good with top beers on draft. Breakfast very good. On negative, room had a damp smell, which staff could not resolve. TV lacked a working HDMI to allow me to watch my own content.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear Guest, Warm greeting from Grand Hyatt Hangzhou! Thank you very much for choosing our hotel and sharing such a detailed review of your stay. We are delighted to learn that you were satisfied with the hotel's superior location, the Happy Hour at the executive lounge and the excellent breakfast. Your recognition is the greatest motivation for us to continuously improve our service quality. At the same time, we sincerely apologize for the damp smell in the room and the issue with the TV's HDMI port. Actually, we have HDMI cables can lend to our guests, next time when you need, please contact our guest service colleague, then my colleague will send the HDMI cable to your room. About the damp smell, we have documented your feedback in detail and forwarded it to our engineering and housekeeping teams. We will immediately inspect and maintain the relevant facilities, striving to create a more comfortable and convenient environment for you and our future guests. We sincerely look forward to your next visit, so that we may have the opportunity to provide you with a more perfect stay experience. Wish you a happy life!
Great location, view and service
The location could not be better for its proximity to the lake with the maximum allowable height. The view from the room at the top floor and the rooftop area outside the lounge were spectacular. The room was clean and the room size was acceptable though more spacious would be better. I didn’t expect a bidet toilet considering how old the hotel was so that was a pleasant surprise. I visited at a quieter time so the service was prompt. Food and beverage in the lounge was okay but not memorable.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear guests, thank you for choosing to stay at Grand Hyatt Hangzhou. We are always committed to providing guests with a homely stay experience. We are glad that you were satisfied with your stay and we sincerely invite you to visit us again.
Excellent stay strategically located by West Lake
We had an amazing stay here at Grand Hyatt. Check in was smooth and we were offered a late checkout. During turndown, housekeeping left a plate of small green apples. I ate all of them cause they were delicious. We checked out the fitness center and it had all the equipments we were looking for. We also wanted to check out the pool and bar but we didn’t have the time. I would definitely come back next time to check these out.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear guests, thank you for choosing to stay at Grand Hyatt Hangzhou. We are always committed to providing guests with a homely stay experience. We are glad that you were satisfied with your stay and we sincerely invite you to visit us again.
Perfect for families! High service level and perfect located
The Grand Hyatt Shangzhou is a truly wonderful hotel. It’s beautifully located, offering easy access to the city’s main attractions while maintaining a peaceful atmosphere. The service is exceptional — every staff member is attentive, friendly, and ready to help with anything you need. The rooms are comfortable and well-designed, and the amenities meet the highest standards. It’s also an excellent choice for families, with thoughtful facilities and a welcoming environment for guests of all ages. A perfect stay overall — highly recommended!
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear guests, thank you for choosing to stay at Grand Hyatt Hangzhou. We are always committed to providing guests with a homely stay experience. We are glad that you were satisfied with your stay and we sincerely invite you to visit us again.
Fabulous Hotel
I had a wonderful stay at Grand Hyatt Hangzhou and was extremely satisfied with my experience. The room was beautiful and offered a fabulous view, making my stay truly memorable. Breakfast was excellent, with a wide variety of high-quality options to choose from. The hotel’s location is perfect—right by West Lake, with shopping areas just a few steps from the entrance. The reception team was very professional and helpful. Special thanks to Viola, the Director of Rooms, for her outstanding service and attention to detail. I would highly recommend this hotel and would love to stay here again.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear guests, thank you for choosing to stay at Grand Hyatt Hangzhou. We are always committed to providing guests with a homely stay experience. We are glad that you were satisfied with your stay and we sincerely invite you to visit us again.
A must-stay in Hangzhou
Beautiful place to stay right on the shores of Westlake, and the musical fountain that plays every evening is right in front. The service is impeccable from the moment we arrived till checkout. The gym is well-equipped and has a good view of the heritage streets. The swimming pool is amazing with natural light, and the changing rooms have sauna and hot pools. Great way to rejuvenate morning and night after long walks in Hangzhou. Must try the 28 Hubin Road restaurant, it is awesome.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear guests, thank you for choosing to stay at Grand Hyatt Hangzhou. We are always committed to providing guests with a homely stay experience. We are glad that you were satisfied with your stay and we sincerely invite you to visit us again.
Excellent location with splendid Westlake view
The hotel location is excellent, conveniently located next to Westlake, shopping street and right in front of the musical fountain. The room was very well furnished and the services were excellent.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Thank you very much for taking the time to give us your feedback. We were all delighted to learn that you enjoyed your stay with us and we do look forward to welcoming you back in the hopefully not too distant future!
Lovely place!!!
GREAT location and excellent Hyatt experience. Beautiful view. Staffs are very friendly and helpful. We left some souvenirs purchased in the room and were contacted by the staff. And they mailed it back to us (of course it is and it should be at my expense). Plan to come back again.
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Dear guests, thank you for choosing to stay at Grand Hyatt Hangzhou. We are always committed to providing guests with a homely stay experience. We are glad that you were satisfied with your stay and we sincerely invite you to visit us again.
Grand Hyatt Hangzhou
Special thanks to Robert who is attentive and helped with my need to change of room as the one allocated has some construction works at nearby plot of land (with pounding sound). The change not only resolve the noise from outside but also with some view to the beautiful west lake. I like it when customers are given options and even to their junior suite! When I called the customer service, they were unable to assist me with the change of room as rooms are full and lake view also avail till the next day. Compliments to the service team at the lobby which helps with crowd control, those on Executive club (Kevin & Erwan), The Antique door manager who gave a surprise cake upon hearing our song dedication that it was my birthday and last but not least the customer experience who delivered a cake to our room on my birthday. Thank you for the great experience and we will strongly recommend anyone who plans to go Hangzhou to stay there
Great location and wonderful views of West Lake
Great location, wonderful room. Club lounge has a great terrace with amazing views of the West Lake. Staff in the lounge were helpful and friendly. Would recommend to others visiting Hangzhou!
Lou Lorraine, 客户服务/前台 at Grand Hyatt Hangzhou, responded to this review
Warm greetings from Grand Hyatt Hangzhou! Thank you very much for taking the time to give us your feedback. We were all delighted to learn that you enjoyed your stay with us and we do look forward to welcoming you back in the hopefully not too distant future!
Showing 20 reviews since September 23, 2025.