Everything was perfect (as usual). I recommend some training to reception staff.

When we arrived the staff in front of the door didn't help us to unload the bags from the car. Also they stood aside and watched us pull the bags inside the hotel. Even though no customer was at the reception, but the 3 persons in charge made us wait and kept doing something else by themselves. We have stayed in different Kempinski Hotels around the globe (including China) and expected much better reception from Kempinski Hotel in Hangzhou than what we received.

Exceptional property, very well designed with gorgeous touches in the rooms and throughout the whole property. Staff were incredibly helpful and welcoming, particularly Nolan who was on duty during my check in and had a coffee maker sent to my room instead of just tea. Everyone who works their is friendly and helpful. It’s located near the Grand Canal which is one of my favorite neighborhoods in Hangzhou, great restaurants and historical sites abound. The pool and gym are incredible, I especially loved the sauna. Will definitely be back, probably the best hotel in Hangzhou. Don’t forget to stop in their restaurant Frieda and café Berthold.

This hotel is outstanding. Decoration and design is amazing, breakfast is excellent with plenty of choices, swimming pool is incredible and worth a try, bedrooms are clean, quiet and well thought. Going there once per year, overall my favorite stay in Hangzhou, and probably in China.

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I could not recommend this hotel more. I went with my 2yo and 4yo. Breakfast is really good. They even have Glutenfree bread if needed, lactose free milk and glutenfree oats for those who need it. The bread is super fresh. The pool is amazing. We were looking for a hotel with hot pools. Most of them say they have, but then they are either like a bathtub size or just not heated. This was a super proper bigger hot pool. We just switched between both pools without hitting an icewall everything you find yourself out of the water. They didn't put on the aircon super high, just really the perfect temperature. Which is perfect for those, who easily feel cold like I do haha. My husband is kind of the opposite, but he even feels in most hotels that the aircon at the pool is way to high up, making it super uncomfortable for the us and the kids to have fun in. This was just perfect. Cannot stress this enough here! I would definitely come back. Oh almost forgot: the most complete gym! Trust me on this one. For both lifters and yogi's. And oh yes, they have this amazing Berthold bakery also from the Kempinski downstairs, with the perfect beef baguette haha! Crispy baguette on the outside and chewy on the inside, you seriously don't find these everywhere! And the most amazing desserts. Not just your average desserts, and not your average kind of cookies too. And if that isn't enough, just go outside, and you have a whole kind of boulevard full of restaurants and shops downstairs with fountains too (kids loved running through them while we could sip our coffee!) where the kids just can run wild. The hotel is also nearby Cirque du Soleil. We prepped ourselves for a rainy vacay, so the kids had their raincoats and umbrella's. We had our boots. And then the surroundings and the facilities of the hotel.. it just made it one of the most complete stays we have had. Thank you Kempinski, we'll be back for sure!

The staff are very friendly and helpful. Property is clean.

Unfortunately the air conditioner in our room wasn’t working well.

The breakfast was served in my room, i just made a call and before I knew it the breakfast was served, it was too much, there’s everything for breakfast, you choose what you choose and the most exciting part is that you can keep the food in the room if you didn’t finish the breakfast, there are nice restaurants down stairs next to the hotel and the stuff was just amazing and they open a door when you arrive with a car, take the luggage and even help to go somewhere and you don’t know the address of the place. Comfortable bed ever and it can make one oversleep I swear 😂

The hotel and facilities are amazing. Nicest pool and breakfast in the city, and I've been 'staycationing' here at different hotels for 6 years. Super bummed I waited so long to check it out, already planning next stay.

Check in was a little slow and hectic, but things always slow down when foreigners check in I guess. It was a busy time, but the way the desks are arranged don't make things easier or clearer.

That said, everything in the hotel was absolutely perfect. The bedroom which was delicatelly decorated and really confortable and clean, the staff member was really helpful. I have to say a particular thanks to Laurence who help me using his ID card to order ibuprophene online while I couldn't because of my foreign ID. The breakfast was feast, offering a lot of choices and really delicious. But what we prefered most was the swimming pool area : perfectly clean and peaceful, really rare heaven and one of the most beautiful, relaxing and luxurious pool I saw. I would definitely go back !

I went there for tourism and with the purpose of discovering Hangzhou, the only little negative point I could find was that the hotel is a bit far from the main tourist areas (West Lake, Longjing Village...) so we had to take a taxi and count for around 30mn drive to those places each time.

The staff is very helpful and nice, especially Jack the concierge is a very cheerful and helpful guy, a real pleasure to talk to!

The room was beautiful, however not so clean. The second night we also had to ask for toiletries, a pity taking the price of the hotel in consideration.

Our stay at Kempinski Hotel was absolutely wonderful. The staff is amazing (super friendly, helpful, attentive, they are real hosts). The breakfast buffet is awesome (quality, variety, fresh & hot, with additional a-la-carte dishes, try the breakfast pizza!). The swimming pool is a dream for us as lap-swimmers, so we did our 2,000m every day in the great, not too hot water. Those who want it hot, can go to the hot & big spa-jacuzzi pool. The location of the hotel is right next to an shopping mall (with movie theatre, great restaurants and an interesting book&lifestyle store). Not to mention Frieda and Berthold (Restaurant & coffee) on G/F of Kempinski. Those who like roof top bars, yes, Kempinski has it. Or do it like we did: enjoy a nap in the rooftop garden on the Kitchen@k-Floor after breakfast, the outdoor chairs are great for that! If you want to go for some sightseeing, the Grand Canal with the Gongchen Bridge is within walking distance with some historical & cultural blocks.

The breakfast is SO GREAT that the breakfast time from 7:00-10:00 is TOO SHORT :)