Even though we arrived after check-in time, we had to wait over an hour for our room to be cleaned. This was disappointing after a long journey to get there, and had based our travel timing on getting to hotel at appropriate time so that we could check in immediately and rest. Staff was friendly, but unprepared for our arrival. They promised to send food to our room because of the inconvenience. After being in the room for 90 minutes, nothing had arrived. We called front desk, and they were clueless about it. Five minutes later, they called room back and said they would bring up some fruit "in another hour or two".
Hotel and room were nice and clean. All staff seemed friendly throughout the stay, except continuing to mishandle the check-in.
The Sawasdee Thai restauraunt onsite was good, but we were scammed on our bill and charged double the advertised price. Had no time to dispute and correct at checkout, so ended up having to pay the overcharge.
Although a nice hotel physically, not being able to check in on time and being scammed by the restaurant on dinner is enough to find another hotel on my next visit to Hangzhou.