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Reviews of JW Marriott Hotel Hangzhou

5 out of 5
JW Marriott Hotel Hangzhou
28 Hushu South Road, Gongshu District, Hangzhou, Zhejiang

Reviews

9.0

Wonderful

Rating 10 - Excellent. 126 out of 199 reviews" "
Rating 8 - Good. 54 out of 199 reviews" "
Rating 6 - Okay. 11 out of 199 reviews" "
Rating 4 - Poor. 4 out of 199 reviews" "
Rating 2 - Terrible. 4 out of 199 reviews" "

9.2/10

Cleanliness

9.2/10

Staff & service

8.8/10

Amenities

9.0/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

2/10 Terrible

Asad Abbas

I have reserved a room, due to an emergency I missed my flight to China and was not able to check in. The amount was chagred by my credit card due to No show. I made several request on email to return the payment and informed that it was an emergency but the hotel staff refused a refund.
Stayed 1 night in Dec 2023

10/10 Excellent

Helen

Stayed 1 night in Oct 2023
Response from JW Marriott Hotel Hangzhou on 12 Oct 2023
Dear valued guest, We appreciate you taking time to share your experience with JW Marriott Hotel Hangzhou. We are delighted to know you had an enjoyable stay with us. We are continuously working with our team to ensure flawless service and to produce great experiences for our guests. Thank you again for sharing your experience, we look forward to welcoming you in the near future.

10/10 Excellent

Han

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent stay!
The staffs were extremely helpful and friendly. They provided a warm service to us during our entire stay. The mattress was really comfortable that if you get out of the bed you won't disturb your partner at all. We loved it! Location is also good that it's within a short taxi ride to major train stations and famous places or interest. Breakfast selection is overwhelmingly huge - we felt that we were spoilt with the choices. We will definitely return next time we are in Hangzhou.
Stayed 4 nights in Sep 2023
Response from JW Marriott Hotel Hangzhou on 11 Oct 2023
Dear valued guest, We appreciate you taking time to share your experience with JW Marriott Hotel Hangzhou. We are delighted to know you had an enjoyable stay with us. We are continuously working with our team to ensure flawless service and to produce great experiences for our guests. Thank you again for sharing your experience, we look forward to welcoming you in the near future.

6/10 Okay

Mark

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities
Ehhhhh
Stayed 1 night in May 2023
Response from JW Marriott Hotel Hangzhou on 27 Jul 2023
Dear valued guest, We appreciate you taking time to share your experience with JW Marriott Hotel Hangzhou. We are delighted to know you had an enjoyable stay with us. We are continuously working with our team to ensure flawless service and to produce great experiences for our guests. Thank you again for sharing your experience, we look forward to welcoming you in the near future.

6/10 Okay

saemon

Business traveller
Liked: Staff & service
Disliked: Cleanliness
Disappointing!
I have stayed in many JW Marriott hotels and they have always well and truly exceeded my expectations. Unfortunately this hotel did not meet my expectations. The checkin staff were lovely and helpful but the rooms were an absolute letdown. I tried 3 rooms and all 3 had an overwhelming cigarette smell despite it being a non smoking hotel. As soon as we opened the lift there were cigarette butts at the entrance and I saw guests walking around with cigarettes. The lady that checked me in said yes the hotel was a no smoking hotel but people just smoked in the rooms anyway. I ended up having to sleep in this smoke filled room. The non smokers would understand how horrible that is. Clearly guests who have smoked aren’t penalized and made to pay for cleaning the room as is the custom at other hotels. What a disappointment! I would also like to add that I travel to China regularly and don’t believe my expectations are too high especially given the cost of the room that I paid for. I won’t stay here again.
Stayed 1 night in Jun 2023
Response from JW Marriott Hotel Hangzhou on 27 Jul 2023
Dear valued guest, We appreciate you taking time to share your experience with JW Marriott Hotel Hangzhou. We are delighted to know you had an enjoyable stay with us. We are continuously working with our team to ensure flawless service and to produce great experiences for our guests. Thank you again for sharing your experience, we look forward to welcoming you in the near future.

10/10 Excellent

Eric

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Apr 2023
Response from JW Marriott Hotel Hangzhou on 27 Jul 2023
Dear valued guest, We appreciate you taking time to share your experience with JW Marriott Hotel Hangzhou. We are delighted to know you had an enjoyable stay with us. We are continuously working with our team to ensure flawless service and to produce great experiences for our guests. Thank you again for sharing your experience, we look forward to welcoming you in the near future.

10/10 Excellent

Jeffrey

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jun 2023
Response from JW Marriott Hotel Hangzhou on 27 Jul 2023
Dear valued guest, We appreciate you taking time to share your experience with JW Marriott Hotel Hangzhou. We are delighted to know you had an enjoyable stay with us. We are continuously working with our team to ensure flawless service and to produce great experiences for our guests. Thank you again for sharing your experience, we look forward to welcoming you in the near future.

8/10 Good

Ah Lam

Liked: Staff & service
Service was excellent but facilities need to be updated
Stayed 2 nights in May 2023

10/10 Excellent

Mohamed

Business traveller, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location with good proximity to attractions in the area. Very friendly and helpful staff. Wide spread for breakfast buffet.
Stayed 3 nights in Apr 2023

4/10 Poor

Anthony

Disliked: Cleanliness, property conditions & facilities, room comfort
Completely underwhelming for a romantic weekend...
We like to get out of the house and stay in 5-star hotels in our city every month and this time we tried the JW. It was a good bit more expensive than others so we expected it to dazzle us. It didn't. Others have grand lobbies when you walk in...not here. It seems like an afterthought where you are looking at the eggs on the breakfast buffet when you enter. The room felt dated with so many stains all over the marble. We are hotels.com gold members and have lots of nights in other hotels to compare this to and it was a terrible value at such a high price for such an underwhelming room. All that bad said I MUST include the good. Amazing breakfast...as good or better than any other in town. Nice pool area with hot tub and longer hours than others (6am-11pm). Service was wonderful. I forgot something in the room and the hotel reached out to me. All these things I just expect though from any 5-star property. The room itself was the true disappointment that will keep us from going back. This is especially disappointing to me as I own many shares in the Marriott company but I have to be honest so others looking for a romantic weekend won't be disappointed. For business when the company is paying and the location is good for you it is probably a 10/10 hotel.
Stayed 1 night in Jun 2021

2/10 Terrible

sing

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2020

10/10 Excellent

Anna

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2019

10/10 Excellent

Verified traveller

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was very comfortable and well situated. Accommodation was most satisfactory and the Staff were superb...
Stayed 6 nights in Nov 2019

8/10 Good

Verified traveller

Liked: Cleanliness, property conditions & facilities
Stayed 3 nights in Nov 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2019

8/10 Good

ASHLEY

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
2 nights stay
2 nights stay , comfortable . Some improvements needed but overall good
Stayed 2 nights in Sep 2019
Response from Regina on 16 Sept 2019
Dear Guest, We very much appreciate your feedback regarding your stay at the JW Marriott Hotel Hangzhou. It is always a pleasure to receive positive feedback.I will share your feedback with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Top notch hotel in Hangzhou
An excellent choice of hotel in the CBD of Hangzhou - around a 20 drive from Hangzhou railway station. Rooms are spacious and well appointed, with everything a business traveller would require for a short or longer stay. WiFi connectivity is good fast. Western tv channels, including BBC World and CNN are available. The hotel has a number of dining options; an Asian Bistro restaurant, with occasional themed buffets, Cru Steak House, and a Chinese restaurant, specialising in Cantonese cuisine. 24 hour room service is also available. Breakfast was included in my room rate and was excellent for choice and quality. The hotel’s staff were extremely professional and attentive, friendly and helpful. They really have customer service honed to a extremely high level.
Stayed 1 night in May 2019
Response from Ivan on 16 May 2019
Dear David, We very much appreciate your feedback regarding your stay at JW Marriott Hotel Hangzhou. It is always a pleasure to receive positive feedback. I will share your feedback with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Apr 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A very enjoyable and memorable stay
All the staff encountered are exceptional friendly and helpful including the cleaners.
Stayed 2 nights in Mar 2019
Response from Ivan on 12 Apr 2019
Dear valued guest, We are very happy to know that you enjoyed the stay with us. At JW Marriott, we fill your journeys through life with everlasting moments that leave you richer. Thank you again for your precious comments and we look forward to welcoming you back.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2019

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Was a good stay
Excellent service and facilities. Staff are friendly. Just there are not much shops around.
Stayed 1 night in Jan 2019
Response from Ivan on 20 Feb 2019
Dear valued guest, We very much appreciate your feedback regarding your stay at JW Marriott Hotel Hangzhou. Glad to hear that you feel kind and comfortable during your stay in our hotel. Hotel is located at downtown and adjacent to Hangzhou's most exciting shopping and restaurant area, and our associates are always glad to introduce to every guest. The Wulin commercial center and shopping mall just hundred meters around Hotel. It can arrived within 5-10 minutes. Sorry that our employee did not introduce the shops around. We look forward to welcoming you back in the near future to explore more about Hangzhou and our hotel . Thank you!

8/10 Good

Chung mei

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice location, good services
Stayed 1 night in Jan 2019
Response from Ivan on 22 Feb 2019
Dear valued guest, We appreciate you taking time to share your experience. We are glad to know that you enjoyed the hotel facilities and services while at our hotel. As you mentioned, JW Marriott Hotel Hangzhou is located at the heart of the business district and adjacent to Hangzhou's most exciting shopping and restaurant area with world renowned stores as as numerous unique local favorites. Thank you again for your precious comments and we look forward to welcoming you back.

8/10 Good

zimeng

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location
Great location with nice facilities！ Good choice for a business trip.
Stayed 3 nights in Dec 2018
Response from Ivan on 9 Jan 2019
Dear valued guest, We appreciate you taking time to share your experience. We are glad to know that you enjoyed the hotel facilities and services while stay at our hotel. We will continuously to provide better service to our guests. Thank you again for your precious comments and we look forward your next stay with us.

10/10 Excellent

Verified traveller

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

10/10 Excellent

Wing Fai

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

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Nov 2018

10/10 Excellent

Verified traveller

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

10/10 Excellent

Verified traveller

Awesome Hotel
Awesome Hotel. They go out of your wait to ensure you have a good experience at the Hotel. Clean, good service, good food. Thank you.
Stayed 2 nights in Sep 2018
Response from Ivan on 22 Oct 2018
Dear Guest, Thank you for sharing your comments with us. We are delighted to hear that you enjoyed your stay at the hotel. Look forward to welcoming you back very soon. Best Regards,

10/10 Excellent

Helen

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

10/10 Excellent

Wanda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fabulous Fabulous Fabulous!
Stayed 2 nights in Jun 2018

6/10 Okay

Verified traveller

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

10/10 Excellent

Christopher

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

10/10 Excellent

cindy

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

6/10 Okay

Feng

Liked: Cleanliness
Mediocre
I arrived at late night due to flight delay. There wasn’t anyone from client concierge to help me with luggage and no one showed me to the reception. I finally found my way to check in by myself. The room is decorated in a boring style and the bathroom arrangement is weird. It’s clean and located near West Lake; apart from that, there are too many 5 star hotels out-perform it with similar price.
Response from Ivan on 24 Apr 2018
We always pride ourselves on delivering an environment where our guests feel comfortable and free to be themselves. We haven't met your expectation this time unfortunately. We have shared your valued feedback with the appropriate team to study this case for further improvement. We hope to have an opportunity to improve your experience whenever you come back to our hotel.

10/10 Excellent

Nan-Wei

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Wow!
Exceptional staff, room and facility. The buffet quality is great. I came here for business but feel like staying longer for a vacation.
Stayed 2 nights in Mar 2018

6/10 Okay

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Noise due to old facilities - staff was wonderful
I had to change rooms several times due to issues with noise. The first was simply because the doors on all of the rooms are old and extremely heavy, meaning you will here door slamming through your entire stay. The second issue was a weird high-pitched noise for which they couldn't figure out the source. That said, the hotel staff was lovely and kept trying to fix the situation. The concierge was also excellent.
Stayed 5 nights in Dec 2017

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2017

10/10 Excellent

kamahl

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

10/10 Excellent

Lori

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very nice!
Nice Hotel with nice staff!
Stayed 1 night in Nov 2017

8/10 Good

Jiasong

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2017

6/10 Okay

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities
Food sub-par 4 of 10 stars
Food was sub-par, and the wine was not as good as expected considering the price. I stay and pay more to stay here for a western style breakfast and the food overall is just not great.
Stayed 1 night in Aug 2017

8/10 Good

John

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

10/10 Excellent

Stay, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Highly Recommend this hotel!
Our experience was positive from the moment we stepped into the hotel to the day we left. We got a room on the premier floor for slightly more than a regular room rate. Best decision ever! The lounge had a AMAZING spread it was a full meal all day! You technically never need to eat anywhere else. The rooms were nice and very spacious and the service was incredible!
Stayed 3 nights in Jun 2017

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Convenient and close to the everything.
Convenient, close to shopping mall and main district!
Stayed 2 nights in Jun 2017

10/10 Excellent

Verified traveller

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

10/10 Excellent

stephen, Porstmouth

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very Good
I only had a short stay however this is my 3rd visit this year and I have found the service and quality, service & food very good.

8/10 Good

Eveline, Hong Kong

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Service staff of hotel is fantastic and polite and tried to help, great breakfast, great room. Subway is bit of a walk about 10 over minutes, or you can take the buses too. I enjoyed the massage at the Hotel's spa, there was a very good therapist (Judy). Only less happy with them that they have no professional tour desk to help you. Even the concierge staff tried to help, but they were not sure of opening hours of museums. Also they were not attentive in giving correct advice, eg. right attire/shoes for the places that i wanted to go, etc. I would stay with them if comfortable stress-free trip is what i need, but i would rely on myself for any tourist attractions information.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
nice staff
Almost every staff were friendly and helpful. My girlfirend had stomachache at the midnight so we decided to see doctor， the concierge staff was very helpful，got the taxi immediately.

8/10 Good

Patrick, Hong Kong

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good customer services hotel
Staffs are very nice but speed of WiFi is so Slow. Need to walk for around 15 mins to the nearest underground.

8/10 Good

Verified traveller

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Not much English spoken here
The lack of English was overwhelmingly disappointing for a Western hotel. One time we had three people at the concierge desk and none spoke English. The waitstaff couldn't speak English (except a couple words here and there). There was manager who spoke English in the main restaurant one time that was very helpful. Don't order a la carte breakfast. They just go get it from the buffet where it's been sitting all morning which is why we don't eat from buffets in the first place. Gross! The ham was some kind of spam concoction (see pic) and the bacon was some other kind of processed meat. The facilities were great and the room was perfect. Beds and pillows were exceptionally good.