2 restaurants, breakfast, lunch, dinner served; Chinese cuisine
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Reviews of Midtown Shangri-La, Hangzhou

5 out of 5
Midtown Shangri-La, Hangzhou
6 Changshou Road, Kerry Central, Yan'an Road, Hangzhou, Zhejiang

Reviews

8.6

Excellent

Rating 10 - Excellent. 92 out of 166 reviews" "
Rating 8 - Good. 53 out of 166 reviews" "
Rating 6 - Okay. 9 out of 166 reviews" "
Rating 4 - Poor. 1 out of 166 reviews" "
Rating 2 - Terrible. 11 out of 166 reviews" "

9.0/10

Cleanliness

9.0/10

Staff & service

8.6/10

Amenities

8.8/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

8/10 Good

Varsha

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
After much research, I chose this hotel due to location: it does not disappoint in this regard. It’s connected to a shopping wall and is in an area with lots of dining options and it’s a beautiful walk to west lake. The room itself is okay. It is a bit dated but comfortable. However, I was very disappointed with the concierge and their inability to communicate with English guests as on two occasions, we booked a taxi and showed them the location translated into Chinese and we were dropped at the wrong location. Due to this, we missed the impression light show two nights in a row and also lost our money spent on tickets.
Stayed 2 nights in Apr 2024
Response from ruby xu on 23 Apr,2024
Thank you for your feedback, dear guest. We too are disappointed with your stay experience with us and are concerned about the service issues you have raised. In order for our guests to be at their bests, it is imperative that our staff members are at their best, and we have undertaken additional training exercises to improve our service delivery in this important area. The next time you are in Hangzhou, I hope you will return to our hotel so we can deliver the flawless service experience you deserve.

10/10 Excellent

Jiewei

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Convenient location and easy to walk around.
Stayed 2 nights in Mar 2024
Response from ruby xu on 15 Mar,2024
Dear Guest, thank you for choosing Midtown Shangri-La, Hangzhou, we are pleased to know that you enjoyed your recent stay with us. We are looking forward to seeing you again.

10/10 Excellent

Wiltven

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly service received from Jane Zhang
Response from ruby xu on 22 Jan,2024
Dear Guest, thank you for choosing Midtown Shangri-La, Hangzhou, we are pleased to know that you enjoyed your recent stay with us. We are looking forward to seeing you again.

2/10 Terrible

FENG

Travelled with family
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
We paid extra for a Lake View to only see the back of a buildings parking lot—there is no lake view. On top of that, hotel does not feel like a 5 star hotel and the hotel receptionist staff is not professional.
Stayed 3 nights in Dec 2023
Response from ruby on 22 Dec,2023
Thank you for taking the time to write a review about your recent stay at Mid-town Shangri-la, Hangzhou. We appreciate your feedback and we’re very sorry you were unhappy with guest room. Guest feedback is incredibly important to us and we are taking your comments into consideration as we improve our on-property experience. We hope to have another opportunity to serve you, if your travels bring you back to our area.

8/10 Good

Mo, Plymouth

Liked: Cleanliness, staff & service, property conditions & facilities
All is great. The only thing is the check-in process is very slow with a long line of customers waiting. The receptionists seem to be unskilled with their computers.
Stayed 2 nights in Jun 2023
Response from ruby on 25 Jun,2023
Thank you for your feedback, dear guest. We too are disappointed with your stay experience with us and are concerned about the service issues you have raised. In order for our guests to be at their bests, it is imperative that our staff members are at their best, and we have undertaken additional training exercises to improve our service delivery in this important area. The next time you are in Hangzhou, I hope you will return to our hotel so we can deliver the flawless service experience you deserve.

10/10 Excellent

ZHOU

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stay well, comfortable, safe
Stayed 1 night in Jun 2023
Response from ruby on 25 Jun,2023
Thanks for staying here at the Mid-town Shangri-la, Hangzhou. We’re glad you had a taste of our warm, caring service. We look forward to welcoming you back.

10/10 Excellent

Jianyu

Travelled with family
Liked: Cleanliness
Great location, friendly staffs at horizon club
Response from ruby xu on 25 Jun,2023
Thanks for staying here at the Mid-town Shangri-la, Hangzhou. We’re glad you had a taste of our warm, caring service. We look forward to welcoming you back.

10/10 Excellent

CHEK MENG

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Apr 2023
Response from Sabrina on 20 Apr,2023
Dear Guest, thank you for choosing Midtown Shangri-La, Hangzhou, we are pleased to know that you enjoyed your recent stay with us. We are looking forward to seeing you again.

10/10 Excellent

john

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place to stay.
Liked all of it, very nice place.
Stayed 3 nights in Jul 2021

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2021

10/10 Excellent

Sally

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2019
Response from Andreas.S on 2 Jan,2020
尊敬的宾客，感谢您选择杭州城中香格里拉大酒店，我们很高兴的得知您对您近期的体验感到满意。同时也非常感谢对我们同事的肯定，期待您的下次光临。

8/10 Good

Enid

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The hotel is excellent. Location is desirable. The staff is very friendly and helpful.
Stayed 3 nights in Dec 2019
Response from Andreas.S on 25 Dec,2019
Dear guest, thanks for taking the time to write your heartfelt review, and I hope to see you return to us soon to shape your own unique Shangri-La experience.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
The Room was very nice The lobby of the hotel is nice and location of the hotel is excellent Staff are very friendly
Stayed 2 nights in Nov 2019
Response from Mandy on 26 Nov,2019
Dear guest, thanks for your kind comments about your recent stay with us. Hope to see you soon in the near future.

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service
Stayed 2 nights in Oct 2019
Response from Andreas Streiber on 2 Nov,2019
尊敬的宾客，感谢您下榻杭州城中香格里拉大酒店并给予点评。酒店坐落在杭州嘉里中心，离西湖咫尺之遥，可以欣赏到美丽的西湖及城市景观，同时也与众多品牌商铺近在咫尺，让您尽享便利舒适购物。诚挚欢迎您再次光临。

10/10 Excellent

Wai Kuen Bonnie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent service and location
The location is excellent and easy access to the city center and the lake as well. The service is great as the staffs are very helpfuland friendly. We upgraded to the Horizon club and the food n drink are excellent. The people are friendly and I would like to praise Strong Zhuang who has been very helpful during our stayed.
Stayed 4 nights in Sep 2019
Response from Amy on 8 Oct,2019
Dear Guest, Thank you for your kind review for Midtown Shangri-La, Hangzhou. We are very happy to know that you enjoyed your recent stay with us, it's what we are proud of. We are looking forwarding to seeing you again.

10/10 Excellent

Ruolin

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Tasty breakfast and nice club lounge access
The club lounge on the top floor is good for happy hour and casual chat. Breakfast is tasty and great!
Stayed 1 night in Sep 2019
Response from Yumin on 16 Sept,2019
Dear Guests, thank you for choosing Midtown Shangri-La, Hangzhou, we are very happy to know that you enjoyed your recent stay with us. We are looking forward to seeing you again.

2/10 Terrible

Saadi

Stayed 1 night in Sep 2019

8/10 Good

Woon Kiat

Liked: Staff & service, property conditions & facilities, room comfort
An enjoyable stay in Hangzhou. Location is good. Hotel is next to the famous scenic West Lake. With shopping & life style Mall, Kerry Center by the side, it's so convenient. Metro is also located below Kerry Center making accessibility so easy. Con : Hotel need to improve on the quality of it's break fast spread. Room carpet may need to be replaced due to wear & tear.
Stayed 2 nights in Sep 2019
Response from Amy on 10 Sept,2019
Dear Guest, Thank you for staying with us and thank your for your review. We appreciate your feedback and your advise has been informed to our relevant team. We are looking forward to seeng you next time.

6/10 Okay

Verified traveller

Travelled with family
Disliked: Staff & service
Customer service needs major improvement
When we arrived at the hotel around 3pm, we were informed that the rooms were not available. However, the check in time was at 2 PM. They informed us that we needed to wait another two hours possibly, which would’ve made our check in time at 5 PM. That was the first stumbling block, coupling on top of that the receptionist at the front desk was not very helpful or professional in apologizing or suggesting a room upgrade at a discount price. It almost seems as if it was our fault for arriving at the hotel and booking them, and not as a proper guest of the hotel. For a five-star facility, I was expecting great customer service and professionalism. Unfortunately some of these for fell short, I do not know if this is the result of Hangzhou culture, or the greater demographic of China, I was expecting the service to not be subpar, but of very high standards. Perhaps, it is because I am bilingual in Chinese and English, that they treated me as if I was from China, which I’m not as I showed them my passport abroad. In any case, as a frequent traveler, and as a gold member of hotels.com, this stay was not to my understanding of our five-star hotel should be run. The room also had a stale and smoking smell, even though we requested a non-smoking room. The stay was barely satisfactory.
Stayed 3 nights in Sep 2019

8/10 Good

Cheuk On, hong kong

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2019
Response from Lauryn Z on 19 Jul,2019
Dear Cheuk On, thanks for taking the time to write your review, and I hope to see you return to us soon to shape your own Shangri-La experience.

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I stayed in this hotel back in Oct last year, but this time it’s noisy with many children running around, and the hall way smells very damp with dehumidifiers maybe because of its raining season.... but the location is great with access to a shopping mall and to the subway, and the restaurants are excellent, too.
Stayed 3 nights in Jul 2019
Response from Lauryn Z on 15 Jul,2019
Dear guest, We apologize for the noise issue you encountered during your stay at Midtown Shangri-La,Hangzhou. Your comfort is our number one concern, and we appreciate that you brought this to our attention. Your review will help us correct similar issues in the future. We hope that the next time you’re in Hangzhou, you’ll consider staying with us again.

8/10 Good

Dave

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good location & extremely comfortable hotel
Excellent experience. Ideal location for visit to West Lake, short walk to main attractions & plenty of nearby restaurants. Hotel was excellent, comfortable & big enough to stretch out. Lovely shower/bath & excellent room service. Consierge service excellent - only slight downside was self service breakfast was a bit chaotic in sense was very busy & was constantly trying to avoid bumping into people. However, food options good.
Stayed 4 nights in Apr 2019
Response from Lauryn Z on 2 May,2019
Dear Dave, thank you for choosing to stay with us at the Midtown Shangri-La Hangzhou. I am glad to hear that you enjoyed your stay. And your comments will help us to improve and better serve our guests in the future. Should your travels bring you back this way, I hope that you will stay with us again.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
quiet, just in the edge of Xixi westland, nice hotel and good staffs
Stayed 1 night in Mar 2019
Response from Lauryn on 18 Apr,2019
Dear guest, thanks for taking the time to write your heartfelt review, and I hope to see you return to us soon to shape your own unique Shangri-La experience.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked everything , staff was very nice and helpful
Stayed 3 nights in Mar 2019
Response from Sara on 1 Apr,2019
Dear guest, thanks for taking the time to write your heartfelt review, and I hope to see you return to us soon to shape your own unique Shangri-La experience.

10/10 Excellent

Steve

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2019
Response from Sara on 27 Mar,2019
Dear Steve, thanks for your kind comments about your recent stay with us. Hope to see you return again soon. Safe travels.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is so far one of the best hotels that I have stayed in China with excellent service.
Stayed 2 nights in Mar 2019
Response from Sara on 21 Mar,2019
Dear guest, thank you for your recent stay at Midtown Shangri-La Hangzhou. I hope you found a world of style, service and connections during your stay, and that you felt the freedom to truly be yourself when you were with us. Thank you for your business, and I hope to see you again soon.

10/10 Excellent

Grace

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Feb 2019
Response from Sara on 5 Mar,2019
Dear Grace, thank you for your comments about Midtown Shangri-La Hangzhou, and I hope you will stay with us again soon to experience smart luxury at its finest!

10/10 Excellent

Verified traveller

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent staff at the Horizon lounge, attention to detail.
Stayed 1 night in Feb 2019
Response from Sara on 14 Feb,2019
Dear guest, thanks for taking the time to write your heartfelt review, and I hope to see you return to us soon to shape your own unique Shangri-La experience.

10/10 Excellent

mingqi, exton pa

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2019
Response from Sara on 13 Feb,2019
Dear mingqi, thank you for your comments about Midtown Shangri-La Hangzhou, and I hope you will stay with us again soon to experience smart luxury at its finest!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice and clean
This hotel has a very good location. It connects with a big mall with many restaurants.
Stayed 1 night in Feb 2019
Response from Sara on 13 Feb,2019
Dear guest, thank you for your recent stay at Midtown Shangri-La Hangzhou. I hope you found a world of style, service and connections during your stay, and that you felt the freedom to truly be yourself when you were with us. Thank you for your business, and I hope to see you again soon.

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2019
Response from Catherine Dou on 10 Feb,2019
Dear Guest, Thanks for your feedback. Looking forward to your next arrival. If you need any further assistance, please feel free to contact us at your convenience. Best regards,

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very good location , staffs are nice, lobby and restaurant are beautiful. Breakfast not excellent
Stayed 2 nights in Feb 2019
Response from Catherine Dou on 10 Feb,2019
Dear Guest, Thanks for your feedback. Looking forward to your next arrival. If you need any further assistance, please feel free to contact us at your convenience. Best regards,

8/10 Good

Yingjie Ella

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very good location
Very good location. Clean room and comfortable bed.
Stayed 1 night in Jan 2019
Response from Catherine Dou on 10 Feb,2019
Dear Guest, Thanks for your feedback. Looking forward to your next arrival. If you need any further assistance, please feel free to contact us at your convenience. Best regards,

6/10 Okay

Kartik

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2019
Response from Sara on 23 Jan,2019
Dear Kartik, thank you for your recent stay at Midtown Shangri-La Hangzhou. I hope you found a world of style, service and connections during your stay, and that you felt the freedom to truly be yourself when you were with us. Thank you for your business, and I hope to see you again soon.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2018
Response from Sara on 5 Jan,2019
Dear guest, thanks for your kind comments about your recent stay with us. Hope to see you return again soon. Safe travels.

8/10 Good

Xu

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I took my mom to stay in this hotel and she had a nice experience.
Stayed 1 night in Dec 2018
Response from Sara on 3 Jan,2019
Dear Xu, just wanted to thank you for your recent stay here at Midtown Shangri-La Hangzhou! So glad you were able to experience our authentic Shangri-La hospitality. We look forward to seeing you soon.

8/10 Good

Jensen

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel is generally ok but we were disappointed by the view compared to what was described “Lake view” and I have to pay more for that!
Stayed 1 night in Nov 2018
Response from Sara on 30 Dec,2018
Dear Jensen, thank you for your review of your past stay with us. I appreciate your honesty, and your comments regarding areas for improvement will help us to continually better the guest experience. The next time you have the opportunity to travel to Hangzhou, I do hope that you will be our guest again and provide us with the opportunity to demonstrate the unparalleled service experience you deserve.

8/10 Good

Cindy Hui Che

Liked: Cleanliness, property conditions & facilities, room comfort
Great location!
The amenities and facilities in the room are not the top notch modern, however they are. sry practical. I really appreciate the extra railings in the bathroom for hanging towels and clothes. Room was clean and view was great too. I could see part of the West Lake. Location is superb. It’s a pity that we only discovered the night market on our 2nd last night. Overall stay was great although service can be better.
Stayed 3 nights in Dec 2018
Response from Sara on 17 Dec,2018
Dear Cindy Hui , thank you for staying with us at Midtown Shangri-La Hangzhou, and I appreciate your candor in your review of your stay. We take feedback from our guests very seriously, and amenities and facilities are an area of our hotel that we are actively examining. I welcome any additional comments or suggestions you would like to share, and I hope you will try our hotel again in the future.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2018
Response from Sara on 16 Dec,2018
尊敬的宾客，感谢您下榻杭州城中香格里拉大酒店并给予点评，关于您此次入住更多的体验感受，不知能否与我们分享更多信息。期待您的再次光临！

10/10 Excellent

LENG LENG

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2018
Response from Sara on 3 Dec,2018
Dear guest, thank you for your comments about Midtown Shangri-La Hangzhou, and I hope you will stay with us again soon to experience smart luxury at its finest!

10/10 Excellent

E, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel. Located near west lake walking distance, and a mall just next to it. Breakfast was above average. Thank you for arrangement. Will come back again!
Stayed 1 night in Nov 2018
Response from Sara on 12 Nov,2018
Dear E, thank you for your recent stay at Midtown Shangri-La Hangzhou. I hope you found a world of style, service and connections during your stay, and that you felt the freedom to truly be yourself when you were with us. Thank you for your business, and I hope to see you again soon.

10/10 Excellent

ERICK, Sydney

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice food, close to Kerry centre where you can find everything you need.
Stayed 5 nights in Oct 2018
Response from Sara on 6 Nov,2018
Dear Erick, thank you for your recent stay at Midtown Shangri-La Hangzhou. I hope you found a world of style, service and connections during your stay, and that you felt the freedom to truly be yourself when you were with us. Thank you for your business, and I hope to see you again soon.

10/10 Excellent

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Happy to return as great hotel
Great hotel with good bar and great UK band. Food excellent and all staff speak good English.
Stayed 2 nights in Oct 2018
Response from Sara on 5 Nov,2018
Dear Andrew, thank you for your recent stay at Midtown Shangri-La, Hangzhou. I hope you found a world of style, service and connections during your stay, and that you felt the freedom to truly be yourself when you were with us. Thank you for your business, and I hope to see you again soon.

10/10 Excellent

Verified traveller

Stayed 5 nights in Oct 2018
Response from Sara on 5 Nov,2018
Dear guest, thank you for your comments about Midtown Shangri-La Hangzhou, and I hope you will stay with us again soon to experience smart luxury at its finest!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2018
Response from Sara on 30 Oct,2018
尊敬的宾客，感谢您对近期在我们酒店的住宿的良好评价。希望不久能再次见到您。祝您旅途顺利。

10/10 Excellent

John Steven

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2018
Response from Sara on 31 Oct,2018
Dear John Steven, thank you for your comments about Midtown Shangri-La Hangzhou, and I hope you will stay with us again soon to experience smart luxury at its finest!

8/10 Good

Mohamed, Abu Dhabi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice and cozy place
Nice hotel but English skills of staff was lacking making it hard to communicate.
Stayed 2 nights in Oct 2018
Response from Sara on 26 Oct,2018
Dear Mohamed, thank you for your review of your past stay with us. I appreciate your honesty, and your comments regarding areas for improvement will help us to continually better the guest experience. I have taken your comments to our team to ensure that in the future we do a better job of Language Training. The next time you have the opportunity to travel to Hangzhou, I do hope that you will be our guest again.

8/10 Good

Fei

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2018
Response from Sara on 26 Oct,2018
尊敬的Fei，感谢您下榻杭州城中香格里拉大酒店并给予点评，关于您此次入住更多的体验感受，不知能否与我们分享更多信息。期待您的再次光临！

6/10 Okay

Guo, Singapore

Liked: Staff & service
Old and dated corridor to rooms with strong odor
Check-in staff service excellent . Room amenities lacking, no vanity pack , only one bath towel for a double occupants room . Corridor walkway to rooms have odor smell . Aircon in room noisy ! Not Shangri-La-la standard !
Stayed 2 nights in Sep 2018
Response from Sara on 17 Sept,2018
Dear Guo, thank you for your review of your past stay with us. I appreciate your honesty, and your comments regarding areas for improvement will help us to continually better the guest experience. I have taken your comments to our team to ensure that in the future we do a better job of room amenity and facilities, public area smell. The next time you have the opportunity to travel to Hangzhou. I do hope that you will be our guest again.

6/10 Okay

Brandon, Vancouver, Canada

Liked: Cleanliness, room comfort
Rooms are great and beds are super comfortable. In room dining and “The Midtown” main restaurant are super disappointing for a Shangri-La hotel. Had two room service meals refunded because of cold food and the buffet downstairs was mediocre at best.
Stayed 7 nights in Aug 2018
Response from Sara on 17 Aug,2018
Dear Brandon, thank you for your feedback. We regret we were not able to provide you with the quality of food you expected. We are constantly working to improve our menu offerings, and your comments will help us improve in this area. We hope you will consider staying with us the next time you are in the area, and we will work to ensure a flawless experience for you and your guests.