The room was very nice and the entire facility was great. But the best was the staff attention to customer service to their patrons. And Hangzhou is a top tourist destination! More

The hotel locates at a very convenient and central location in Hangzhou city, about 15mins walk to the famous West Lake. The top floor restaurant can let you overseeing the whole city landscape and West Lake scenery. I really need to express my gratitude to the staff in the hotel. I dropped my wool glove into a dirty mud swamp... More

When making a reservation they asked us to provide an approximate arrival time. Due to traffic conditions we arrived a few hours later. They rejected to give us the room at the booked price and asked for a 40% higher room rate instead. But the higher room rate did not include an upgrade. That means there were rooms of the... More

We stayed 2 nights at this hotel during our summer vacation to the Southern China. It is within walking distance to the famous West Lake. The room was small, but comfortable, with all the necessary amenities. We had a standard 2 twin beds room, and added one more bed for our son with an extra charge. It worked perfect. The... More

Decent location, but the hotel's service is not up to par. Very little English spoken. Rooms are decent but dated. My room was hot and no matter what I did I could not get it to cool down. Breakfast buffet is plentiful but the quality of the food is not best. Free internet but it's extremely slow. More

The hotel was located close to the lake. The rooms were clean and comfortable, but smaller and older than some we stayed in during our month in China. While helpful, the staff did not speak as much English as at some other hotels. The food at the breakfast buffet was excellent. Unfortunately, only 1 breakfast per room was included in... More

Our party arrived (having booked 4 rooms) at 18.10hrs only to be told at the check-in desk that we were too late to check-in and at 18.00hrs the 4 rooms had been released and re-issued in 10minutes! Anyone who has checked-in to a Chinese hotel would find this something of a record to check-in 4 rooms in under 10minutes Obviously... More

I have been staying in Chinese 5 star hotels for Business consistently over the last ten years. At 790rmb for the Lake View, the Merchant Marco is not good value. Room was average, breakfast was poor, staff were friendly , location is great (I think the price is essentially based on the location ... because nothing else supports the price... More

I stayed in this hotel for two nights, at the begining, i think this hotel is quite good, people are nice, and it's clean and everything is well equipped. However, I had a very very bad experience on my first day. I asked them to put a charger in my room before I went out the hotel. After 2 hours,... More