InterContinental Hotels HANGZHOU ICC by IHG

An exceptional experience! The location is fantastic, and the entrance is filled with the delightful fragrance of sweet osmanthus. The young bellhop provided attentive and thoughtful service. With a subway station right at the door, getting around is a breeze. There's an outlet mall downstairs, and Raffles City and Joy City aren't far away for great shopping. Plus, being very close to the river makes for a lovely, relaxing stroll.

Everything about the hotel was wonderful. The service was warm and attentive. They even gave my friend a cake for her birthday and upgraded our room. We had a large window with a big bed facing it, and a direct view of the Qiantang River right outside. The hotel is also a landmark building in Hangzhou. It was a very satisfying trip!

This is my first time staying at such an InterContinental, and such a five-star hotel: the entire room had no windows for ventilation (which is understandable given the special architecture), but what made it completely unbearable was that the bathroom also lacked any ventilation system. Upon opening the door, a strong smell of urine hit us. The front desk staff claimed that the floor drains were sealed off, that all rooms are like this, and that a room change was not possible.

The room was fantastic! It had a direct view of the river, and at night, we could see the fountain and light show. Breakfast had a great variety, and the service was excellent.

An established five-star hotel with an unbeatable location. Transportation is very convenient, close to the Qiantang River and the Grand Theatre, making it a great spot for night views. There's an outlet mall downstairs for easy shopping. The floor-to-ceiling windows in the room offer river views, though the hotel breakfast is just average.

I chose to stay at Intercontinental Hangzhou for its prime location, but my overall experience was extremely disappointing. The hardware maintenance and service quality completely failed to live up to the Intercontinental brand's positioning. I'm documenting all my personal experiences for everyone's reference: 1. Immediately after check-in, the room lights couldn't be turned on. The hotel arranged for an electrician to come and fix it. After the repair, the room experienced sudden power outages/trips 3-5 times. Ultimately, I had to be moved to a different room. 2. I was traveling with a one-year-old infant, and my baby consumed a lot of bottled water for formula. I requested an additional 6 bottles of mineral water from room service. Afterward, I received a call from the hotel, directly questioning why I needed so many bottles and haggling, only willing to provide 3 bottles. When I later spoke with the duty manager, I was informed that more than 5 bottles of mineral water would incur a charge. Upon further escalation, the superior leader stated that although there was no written notice, this internal charging policy indeed existed. For frequent hotel guests, such a request is unheard of and shows a lack of generosity. 3. After switching rooms, during the housekeeping service, my personal pajamas were mistakenly collected along with the bedsheets, a very basic and unacceptable operational error. 4. The room's hardware condition was very poor. The carpet had mottled mold stains everywhere, and upon entering the room, there was a noticeable and unpleasant musty smell.

Checking in on the fifth floor was a breeze, no long waits. The front desk staff were warm and proactive, helping with our luggage all the way to the room. They even thoughtfully decorated the room for my birthday, which made for a very comfortable stay. The large window in the river view room offered a relaxing view of the illuminated river at night. Overall, the service was quite attentive.

The room had a musty smell. For a 5-star family-friendly hotel, it wasn't friendly at all; they even charged half price for children's breakfast. It's not as generous as the Sheraton next door, which doesn't charge for kids' breakfast. I'd advise against staying here. The hotel even had its pool closed, and the milk in the breakfast coffee was watered down, tasting very bland – definitely not up to 5-star hotel standards. You also have to go to the 5th floor and then transfer elevators, which is a hassle, and they don't even have a food delivery robot. It's really subpar!

The kids, as always, love the Grand Hyatt. Every time we visit Hangzhou, they insist on staying here. The service is top-notch, the environment is grand and elegant, and the food is pretty good too. This time, unfortunately, it was raining, so we couldn't stay longer. See you next time!