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Reviews of Sheraton Grand Hangzhou Wetland Park Resort

5 out of 5
Sheraton Grand Hangzhou Wetland Park Resort
1 Westbrook Resort, Zijinggang Road, Hangzhou, Zhejiang

Reviews

8.6

Excellent

Rating 10 - Excellent. 65 out of 122 reviews" "
Rating 8 - Good. 38 out of 122 reviews" "
Rating 6 - Okay. 11 out of 122 reviews" "
Rating 4 - Poor. 6 out of 122 reviews" "
Rating 2 - Terrible. 2 out of 122 reviews" "

9.0/10

Cleanliness

8.6/10

Staff & service

8.6/10

Amenities

8.8/10

Property conditions & facilities

9.4/10

Eco-friendliness

Reviews

10/10 Excellent

Neil

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Oct 2023
Response from Nicole on Nov 13, 2023
Dear guest, thank you for choosing to stay in our hotel. We are very glad to see your favorable comments on our hotel. We hope to have the opportunity to meet you again in the beautiful Xixi Wetland.

4/10 Poor

Wing Chi

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service
Reception counter staff attitude is very bad and not well trained
Response from Nicole on Apr 12, 2023
Dear guests, we regret your experience during your stay at the hotel. Your valuable feedback is very important to us, and we will inform the relevant departments to improve the quality of service. Look forward to your coming next time.

4/10 Poor

Jennifer

Business traveller
Liked: Cleanliness
Disliked: Property conditions & facilities, room comfort
Needs AC
I have never been more uncomfortable in a hotel room in my life. The air conditioning was not yet turned on despite the blazing temperatures. My room ended up being 33 Celsius at one point. The staff tried to help by bringing a fan but it did not do much.
Stayed 1 night in Mar 2021

10/10 Excellent

YE

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
njoy
Very nice trip and excellent service
Stayed 1 night in Mar 2021

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The family suite facilities are good n staff r nice. Breakfast buffet is close n location close to Xixi Wetland.
Stayed 3 nights in Dec 2019

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I was glad that we were able to check in a bit early, a little after noon, since we had a very early flight and were very tired. Also I liked the spacious room as we had a roll-in bed for my son.
Stayed 2 nights in Dec 2019

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
great hotel
I went for a friend trip and we loved this hotel! Staff was very helpful and knowledgeable about the area. French restaurant for dinner was fancy and delicious. Buffet breakfast was awesome. Spa treatments were luxurious. Would stay here again.
Stayed 1 night in Nov 2019
Response from Hotel Management Team on Nov 7, 2019
Jan 9, 2019 by Candy Dear Guest, Thank you for choosing to stay at Sheraton Grand Hangzhou Wetland Park and for your wonderful reviews. We look forward to welcoming you back in the near future.

8/10 Good

Hui

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice family reunion
had good time for family reunion.
Stayed 2 nights in Oct 2019
Response from Hotel Management Team on Nov 7, 2019
Dear Guest, thank you for choosing to stay at Sheraton Grand Hangzhou Wetland Park and for your wonderful reviews. We look forward to welcoming you back in the very future.

10/10 Excellent

Fabrizio, New York

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean. The staff are informative and friendly. Good experience.
Stayed 2 nights in Jul 2019
Response from Sheraton Associate on Aug 13, 2019
Dear Guest Thank you for your kindly choosing Sheraton Grand Wetland Park Resort! It's our pleasure that we have a good travel memory together. Nice to meet you again.

8/10 Good

GARNET

Travelled with family and small children, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Close proximity to the wetlands park was nice. And there is a park just past the "Outlet" mall, very nice walking. The French restaurant was terrible..overpriced, and two members of our group got sick later.
Stayed 3 nights in Apr 2019
Response from GSM on May 13, 2019
Dear guest, Thank you for sharing your experience with us following your visit to Sheraton Grand Hangzhou Wetland Park Resort. We would like to offer our sincere apologies for failing to live up to your expectations on this occasion. I rest assured that all our food are freshly cooked daily by the chef. Your feedback has been shared with the French restaurant for improvement. We look forward to welcoming you back and will strive to serve you better

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jan 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel is not close to the center (30 minutes by cab). But not a problem for us. Very quiet and bedroom extremely confortable. It is better to book with breakfast included. The extra's are not cheap knowing you are in Mainland China. Hotel staff are very helpfull and knowledgeable so you can really rely on them for touring the city or finding what or where to go. The decoration of the hotel not exactly my style but confort is absolutly fantastic... Much more important to have excellent bed than anything else. On this Sheraton gets a 5+ stars, the bed is of exceptional quality. The only thing they could do to make it even better would be silk bedsheet! But this is not reasonable asking!!! Realy good...
Stayed 5 nights in Dec 2018
Response from Candy on Jan 9, 2019
Dear Guest,Thank you for choosing to stay at Sheraton Grand Hangzhou Wetland Park and for your wonderful reviews.It is so thrill to read your comments and it fills me with great joy to know that you had a great experience whilst you were staying with us . We look forward to welcoming you back in the very near future.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice hotel, good location, friend staff, good room condition
Stayed 1 night in Dec 2018
Response from Candy on Dec 21, 2018
Dear Guest, Thank you for choosing to stay at Sheraton Grand Hangzhou Wetland Park and for your wonderful reviews.We look forward to welcoming you back in the very near future.

10/10 Excellent

Verified traveller

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel is very large and beautiful. The breakfast buffet is quite delicious and they even provided dragonfruit!
Stayed 1 night in Oct 2018
Response from Candy on Dec 21, 2018
Dear Guest, Thank you for choosing to stay at Sheraton Grand Hangzhou Wetland Park and for your wonderful reviews.We look forward to welcoming you back in the very near future.

8/10 Good

Verified traveller

Stayed 2 nights in Nov 2018
Response from Guest Relations on Dec 26, 2018
Thanks for staying with us. 感谢您入住酒店。

10/10 Excellent

Kachi Kaki

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good
Stayed 1 night in Oct 2018
Response from Candy on Oct 22, 2018
Dear Guest， Thanks very much for your staying with us and your comments.Looking forward to your next arrival. Best regards.

2/10 Terrible

Verified traveller

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, room comfort
Sauna rooms.
Unless you like sleeping in a sauna room, this is not the hotel to be staying especially during the cooler months. I have been staying in this hotel everytime I am around Hangzhou for business. I have noticed the hotel turns off the air conditioning during the cooler months. And this is not an one off observation. It was exactly the same last year during the Autumn months. Despite, giving feedback to the front desk, obviously this a management decision to cut cost. This time round it is further verified by the night duty manager. He told us that they can't turn them on due to strict instructions and could only provide us a fan. Appalling. In the end I had to open the sliding doors to the balcony to allow cooler air into the room. With the hotel situated in the Wetland areas, there are swarms of mosquitoes and getting bitten throughout the night was unbearable. In end I had to close the sliding doors, and wake up in a pool of sweat in the morning. At check out, I have specifically asked to speak to the GM, as I knew it was pointless talking to the front desk staff. After all, they are just doing as instructed. Lo and behold, all they had were excuses and sent an assistant front desk manager to speak to me. The assistant front desk manager tried her best to downplay the situation, offering freebies which I feel as good as trying to buy their way out of the situation. Obviously I have rejected and I will be instructing everyone in my office never to patronise here again
Stayed 1 night in Oct 2018
Response from General Manager on Oct 26, 2018
Dear Guest, Thank you for choosing to stay at the Sheraton Grand Hangzhou Wetland Park Resort and providing your honest feedback . Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations.We will adjust the setting of the air conditioning according to the temperature of the external environment.As a teachable moment, we have shared your feedback with the appropriate hotel team to ensure the necessary guidelines are in place to prevent from occurring in the future. If there is anything we can do for you,please contact us. We do hope to have the opportunity to welcome you back and provide you with more enjoyable service. Warm Regards, Kathy Ma General Manager

8/10 Good

Ugo

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in May 2018
Response from candy on Sep 29, 2018
尊敬的客人，感谢您选择杭州西溪喜来登度假大酒店。期待您下次来杭州时，我们仍有机会为您提供服务。

10/10 Excellent

Xiaopingq

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2018

10/10 Excellent

STEFAN

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice location, very good hotel, perfect service and family friendly. Also the breakfast is very good!
Stayed 4 nights in Apr 2018
Response from Kathy Ma on Jun 29, 2018
Dear Guest, Thank you for choosing to stay at Sheraton Grand Hangzhou Wetland Park and for your wonderful reviews. It is so thrill to read your comments and it fills me with great joy to know that you had a great experience whilst you were staying with us and in particular you felt our service,food were satisfying. I surely will share your compliments with all staff and encourage them to keep going in the future . We look forward to welcoming you back in the very near future. Warm Regards, Kathy Ma General Manager

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
wonderful staff
Stayed 3 nights in Jun 2018

8/10 Good

Seok Bee

Liked: Cleanliness
Don’t like the layout of the open bathroom. Otherwise everything looks good.
Stayed 1 night in May 2018

10/10 Excellent

ling, singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice hotel close to Xixi Wetlands National Park
Hotel very pleasant to stay in, but away from shops and eating places. However Xixi Wetlands Park was a worthwhile reason to stay in Sheraton.
Stayed 2 nights in Mar 2018

10/10 Excellent

Scott

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Thank You Wetlands
Excellent stop over to Zen. When it's time to slow down (store energy) before reaching Rocket Speed, this locale has it built in. A calming atmosphire in metro wetlands park setting. Sheraton Quality is Standard

8/10 Good

Verified traveller

Liked: Room comfort
Stayed 2 nights in Jan 2018

10/10 Excellent

HUGH

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2017

10/10 Excellent

Christopher

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2017

8/10 Good

lei

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Acceptable
The breakfast is not so good
Stayed 2 nights in Aug 2017

10/10 Excellent

man wo

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
comfortable, with Wetland and west lake to spend the whole day .
Stayed 2 nights in Jun 2017

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent service.
Service was excellent. Very helpful and friendly staffs at check-in, concierge and in-room dining. However, the room temperature was not good. Even I set it cold, it was always maintained at 25 degree celcius. There seemed to be no cool air from air ventilation. The only way was to open the balcony door (no window) but then mosquitoes would come into the room. So, it was not too comfortable at night. Breakfast was okay. Nothing spectacular. Had lunch at Chinese restaurant which was tasty. Local area is in the suburb. So, there is not much there.

8/10 Good

Ching Ting

Liked: Cleanliness, staff & service, property conditions & facilities
Good service however poor bathroom design
The bathroom was badly designed with a bathtub positioned in the middle blocking the way, making it rather cramp; with no doors, only sliding panels which leaves a wide space at the corner, giving no privacy. And it's a pain everytime u want to use the toilet u hv to tug at the sliding panels real hard in order to close it. Would have been fine if it's for couples, but for friends or colleagues sharing the deluxe twin bed room, the bathroom design is rather awkward.

10/10 Excellent

Verified traveller

Liked: Staff & service, room comfort
Good for family
Relaxing hotel with very good spa facilities. Plenty of choices of good restaurants in the hotel as well as outside at the local area. Only back off is the condition of the hotel rooms and Chinese garden, maintenance needed.

10/10 Excellent

Peng

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Resort style
It will be my first preference when stay in Hangzhou next time

8/10 Good

Sze ki

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel for visit to Wetlands
Good message service (not part of hotel) in basement carpark

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

10/10 Excellent

Surbhi

Liked: Cleanliness, staff & service, room comfort
Clean and convenient
It was good but the location doesn't have many things to do , the hotel by itself was very nice

8/10 Good

WON IL, Los Angeles

Liked: Cleanliness, staff & service, room comfort
Generally good, with only one complaint!
I travel my fair bit(I'm on the road about a 100+ days a year), so I know a thing or two about hotels. Generally, Sheraton Grand Hangzhou Wetland Park Resort was good. You wouldn't be disappointed. It was relatively new, clean and in a quite neighborhood. If you want to enjoy the night life, it's not going to be here. This hotel is for resting or for those visitors with company visits within the area. The only surprise/disappointment was the fact that because this hotel is only 4 or 5 stories high, it's spread out quite a bit. I had the misfortune to be in one of the rooms that was furthest from the lobby, and it was quite a walk through the maze-like corridor(imagine an octopus, where the rooms are situated all along the tentacles). The worst part was that the corridors where not very well air-conditioned so it was a bit warm and it also had a faint odor of mildew(I was there during mid August). However, the rooms where super clean and cool, the furniture all generally new. Overall, I would return again to see if the corridors are air conditioned well. : )

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

10/10 Excellent

Eveline, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Everything was good here, except that their breakfast buffet was not what i expect of, in terms of quality and variety, compared to other Starwood/top hotels. (so i will stay again, but not get the buffet breakfast). However, their staff service is fantastic at the front desk and concierge and they gave very good advice and directions to tourists. Be careful, also it's a big hotel and lots of guests, so they try their best to come to help as much as they can. But still good service i consider. The spa massages is not worth going for, the therapist for massage isn't great, and she asked me to add RMB100 to her in cash if I want her to give me a special wine for soaking my feet for better health effects. i doubt that is truly so, and i think she just wanted tips because "medical massages" does not have service charges. So i just gave it to her anyway.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great for short break
It is a nice resort to stay for family vacation, quite and away to city life but not very far to west lake, about 15-20minutes by taxi and an hour ride to the airport. got other hotels nearby but this hotel is definitely valued for money. room we had is bit walking distance to lift lobby. view at club lounge is great. highly recommended!

8/10 Good

Eric, HK

Liked: Cleanliness, staff & service, room comfort
Nice hotel room but a bit old
I visited at Jan which is freezing outside. It good that hotel has a good heater system. I can have a comfort sleep.
Response from Sheraton Grand Hangzhou Wetland Park Resort on Feb 4, 2016
Thanks for choosing to stay at Sheraton Grand Hangzhou Wetland Park Resort. Usually January and February are the coldest seasons in the year for Hangzhou, but we are glad to know you have a comfort stay in our hotel. Wish you all the best, looking forward to welcoming you in the near future.

8/10 Good

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

6/10 Okay

Verified traveller

Liked: Cleanliness, property conditions & facilities
The hotel far away from many things
The hotel far away from the major areas and very difficult to find taxis
Response from Hotel Management Team on Sep 1, 2015
Thanks for choosing to stay at Sheraton Hangzhou Wetland Park Resort. Our hotel is located at the western part of Hangzhou city, next to the Xixi National Wetland Park, and about 5km from city center and the West Lake. If you want the taxi service, you may always refer to our Concierge Desk, our colleague there are very much willing to assist you with various kinds of limousine services and taxi service. Look forward to seeing you in the future.

10/10 Excellent

Grace, new york city

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
luxurious Hangzhou hotel
the hotel exceeds all expectations. the rooms are comfortable and spacious, and each room has a balcony that overlooks the garden/courtyard, it's very pleasant. all the staff at the hotel are extremely helpful, and most of them speak enough English to be helpful. location of the hotel is decent, it's a bit out of the way to see downtown or the famous west lake, but everything is about 30 min car ride away. highly recommend this hotel for business or leisure travel.

8/10 Good

Bonnie, Toronto

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good value hotel in this area
Hotel located in Hangzhou wetland, near to Alibaba campus. Nice room and convenience to Xixi paradise and far from the urban. Though pool is far at the end of east wing, you have to wear pajama walk though lobby from west wing to est end, it's standard indoor pool with 25 maters. Club house is on the top, afternoon happy hour is perfect after a busy day to have a compliment drink with snacks. Highly recommended.
Response from General Manager on May 23, 2015
Dear guest, Thank you very much for your comments and recommendations. Our hotel has the outstanding environment and convenient location. We are willing to arrange the room which is closed to the fitness center for you if it is necessary on your next stay. We are also delighted to hear from you that our Sheraton club lounge is the ideal place for leisure and relaxation. Hope you can come to our hotel frequently.

8/10 Good

audrey yung

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Place to get pampered
Hotel is standard 5-star quality of china hotel. Staff made extra effort to make me felt welcome pampered.

8/10 Good

Siu Ying

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
環境清幽
Stayed 4 nights in Mar 2024

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
绿化好。安静。但酒店一直在施工，本来应该很安静的地方却变得非常吵闹。而且在院子里工作的人员大声说话也很吵，这是本次比较意外和遗憾的地方。外出有些不方便，特别是购物和做核酸较远。但去公园比较近，适合散步。另外酒店对残疾人设施还不够，比如轮椅数量不够，且比较旧，有的甚至坏了。希望能得到改善。
Stayed 3 nights in Oct 2022
Response from nicole on Nov 15, 2022
尊敬的宾客，对于您在酒店入住期间的经历，我们深表遗憾。您的宝贵意见对我们非常重要，我们会将意见告知相关部门以提高服务质量，希望有机会能接待您的下次入住