We stayed in the East King for a week around Chinese New Year. The hotel itself is good value but its greatest value is its location. It is an easy walk to the West Lake or into Qinghefang Old Street. You can also get a bus from the West Lake which will take you up to the Lingyin Temple complex which is worth a visit, as is Hu Xueyan's restored house.The hotel is also near many very good local food outlets varying from restaurants to back street noodle houses. We particularly enjoyed a nearby Korean BBQ/Hot pot restaurant but there is great value food all over China and Hangzhou is no exception.
It snowed while we were there which made the West Lake somewhat less "dreamy" than the guidebooks suggest and with New Year it was very, very busy. If you can, though, don't miss the fountains at the west lake with their music and light show in the evening. Most evening there is a night market just outside the hotel too which is pleasant to wander around - but don't pay the asking price for anything.
We didn't have much call to use the concierge or other staff but when we did they were helpful and friendly.
Hangzhou is a bit off the beaten track but were we to return we would certainly consider staying here again.More