Pan Pacific London — Hotel in London

We stayed at the Pan Pacific Hotel for two nights in December 2024 in the Bishopsgate Suite. We chose this hotel as my works Christmas Party was being held here. The Bishopsgate Suite is actually two suites combined, suite 908 and 909. Suite 908 is the bigger suite which has a sitting area as it curves round, a bath as well as a shower, separate toilet near entrance, bigger bedroom and a dressing table. The dressing table (see picture) was very pretty but very impractical. It was clear that no one had actually sat here to test it because the mirror is too low to see your face, so completely useless to do your hair or makeup. When open the lid blocks the U.k plug, meaning only the international socket could be used.||Both suites are modern and beautifully decorated, the pictures on the website does not do them justice. Suite 908 did not have a lounge area, both suites has a minibar and ample storage. We loved the curtains which closed with the push of a button and the little shelf beside the full length mirrors. We had a nice side view but it was mostly of the offices opposite, but we did have a lovely view of a beautiful big Christmas tree. Location is good for financial district and surrounding areas.|We arrived at the hotel at 1:30pm in the hope of checking in a little earlier (we were asked for our time of arrival by email) but out room was not ready until 3pm. We were told we could have a free drink in the bar but there was nowhere to sit. I don’t know if this was because they were busy or because they let non-residents in to the bar, it wasn’t a large area. There is no lounge area and there are only a few seats in the reception area. I understand this is due to the design of the building and lack of front space, but it’s something to be aware of. With little alternative we went for lunch (more on the food later).||The pool and pool area were nice and we liked the sauna and steam room in the ladies changing room. Towels were of course supplied and this area was keep incredibly clean and tidy.||We had a few issues that took the shine off our stay. While I was in the bath the electric shut off completely and it went pitch black. I had to call my daughter in the other suite to push the button to turn the lights back on. I was concerned I would have accident if I tried to get out of the bath. With the lights back on, I settled back in the bath only for it to happen again!! I rang reception and maintenance came who told me that they hadn’t been told anyone was in suite 908 so the electric was shutting off. Didn’t really make sense as it didn’t shut off when we were in the room earlier. If you like to add water/adjust the temperature while you are in the bath, the water faucet is in the centre of the bath which looks lovely but the taps are at the other end of the bath, so if the water is running you can’t turn the taps off without being scolded. ||Another issue was that reception did not take a swipe of my credit card when they gave us our room keys, so they left a note in my suite and then send me an email. I felt a little harassed by this as I was going to reception when we next in the lobby. Third issue, Housekeeping coming to our suite at 6pm for the turn down service. Who want’s housekeeping at 6pm!!! This is prime time to get ready for dinner, or to go out. I was getting reading for my Christmas Party and the bedroom is long way round from the door, so we did not hear them ringing the bell (staff should be aware of this), we only knew when they opened the door and my daughter heard them. Make sure you close both inner doors to the suites if you don’t want staff entering. Needless to say I told them it was too early, so of course they never came back, so no turn down service the second night.||Food|Lunch was from the Experience Menu, we had the Hereford Beef Short Rib which were excellent. However, breakfast the next morning was average. The pancakes were dense, and the Eggs Benedict wasn’t cooked well. Maybe this was because we came at the end of the breakfast slot, but we were disappointed given the premium price. We could have made better at home, we told the waiter, but he wasn’t interested. The room service club sandwich was also average and this is a staple room service item.||Ballroom/Christmas Party|This has a separate entrance outside the hotel. It can be accessed from the hotel, if they let you. There is an area to have pre-drinks where champagne and canapés were served. The Ballroom is a good size with huge screens. The food and service was good for the Christmas meal. The bar was set up at the furthest end of the ballroom and was understaffed. They ran out of mixers and were quite rude about this when people were asking for drinks.||The size of the room and the modernity is exceptional and it really is a huge suite which is impressive and gives you feel of true luxury. We normally stay at the Savoy and yes the hotels are very different in terms of style and experience, however as a 5* luxury hotel in London, the customer service should be the same, but the Savoy is head and shoulders above the Pan Pacific. If Pan Pacific is going to price itself similar to The Savoy, then there is still a significant gap. All food should be excellent, all staff should be pleasant and able to meet your requests and rooms should function well. The Bishopsgate Suite is expensive and should really come with a Butler, like most hotels provide with this...

My recent experience with the Pan Pacific London was an absolute nightmare, marred by incompetence, misinformation, and a blatant disregard for customer satisfaction. What should have been an exciting celebration for my 21st birthday turned into a frustrating ordeal that left me deeply disappointed and questioning the hotel's commitment to providing quality service.

The issues began from the moment I called to inquire about room options. Despite explicitly asking about accommodation for four people, the staff member provided me with completely inaccurate information, stating that the Deluxe Double Double room would suffice. Not only that, but they also quoted an incorrect rate for the Premier Double Double room – a clear indication of their lack of knowledge about their own offerings.

Based on this misinformation, I made my booking, only to be hit with the harsh reality that the room I had booked could not accommodate our group. The hotel's response was nothing short of appalling – instead of taking responsibility for their staffs mistake, they attempted to place the blame on me, as if I should have known better than to trust the information provided by their own staff.

The ensuing back-and-forth was a nightmarish maze of contradictory statements, poor customer service, and a complete lack of accountability.

Despite my attempts to find a fair resolution, the hotel stubbornly refused to take full responsibility for their error. Meaning that I had to bear the financial burden of their mistake – a slap in the face to any reasonable expectation of customer service.

Even when I arrived for my stay, the hotel made no effort to rectify the situation or provide any gestures of goodwill. They didn't offer early check-in, late check-out, or even complimentary breakfast – basic courtesies that any decent hotel would extend to a guest facing such inconvenience. Worse still, they failed to provide the complimentary birthday setup that they typically offer, despite me mentioning multiple times that it was for my 21st birthday celebration. This lack of attention to detail and disregard for a special occasion was truly disappointing, especially since I had celebrated my 19th birthday at the same hotel and received excellent service

The Pan Pacific London's handling of this situation was nothing short of atrocious. From the initial misinformation to the lack of accountability and the poor attempts at resolution, the hotel has displayed a level of incompetence that is simply unacceptable in the hospitality industry.

I strongly caution anyone considering a stay at the Pan Pacific London to reconsider their decision. The hotel's blatant disregard for providing accurate information and their unwillingness to take responsibility for their mistakes is a recipe for disaster. No guest should have to endure the frustration and disappointment that I experienced during what was supposed to be a joyous occasion.

Save yourself the headache and explore alternative accommodations that prioritise customer satisfaction and maintain a basic level of competence in...

I've stayed many different places in London over the past 15 years...the Pan Pacific has risen the bar. This trip was with my family (wife and 8.5yr old daughter).

From the very moment we stepped through the doors of the Pan Pacific London, we were embraced by a level of hospitality that felt both genuine and exceptional. Every single staff member we encountered embodied a spirit of graciousness and professionalism that left a lasting impression on us.

And for our 8 yr old, they tailored the experience to family / the child in the utmost classy way. She was given a scavenger hunt upon arrival which required her speaking to various members of the staff and obtaining their signatures - so perfect and character building for a young one of her age. She was treated like a Princess / VIP member throughout our stay.

I’d like to take a moment to shine a light on some remarkable individuals whose warmth and dedication elevated our entire experience: • Davide, who went above and beyond to offer hotel support and guide us through activities, showing a thoughtful, personalized approach that made our stay feel seamless. • Jason, at the concierge desk, who was a true ambassador of hospitality — knowledgeable, accommodating, and always willing to go the extra mile. Every single recommendation of his absolutely hit! • Anne, the General Manager who was welcoming, kind, approachable, and overall lovely human who my daughter and wife connected with on a couple of casual run-ins in the lobby, and turned into her sending special items to our room for our daughter only moments later...what a treat!

During our dining experiences at Straits Kitchen, the excellence continued: • Albert, quite simply the best professional server one could imagine. His attentive yet unobtrusive style made every meal a delight. He remembered every single detail of our past orders and went above and beyond in every way. • Carolina, the floor manager, whose leadership and oversight ensured the dining room ran flawlessly, while still taking the time to connect with guests on a personal level. • Nads, the hostess, who welcomed us each time with sincere warmth and a wonderful smile, setting the perfect tone for every meal.

From top to bottom, the Pan Pacific London team creates a hospitality environment where every guest is seen, cared for, and made to feel truly valued. It is a rare thing to encounter such a cohesive culture of service, where excellence is delivered not only in amenities, but in the very spirit of the people who work there.

Thank you, Pan Pacific London, for a memorable and heartfelt experience — we cannot...