Shangri-La The Shard, London — Hotel in London

Before arrival, we received multiple emails from multiple people asking us different questions, it felt very unorganised. On the day, we arrived at 2pm (as we’d communicated we would in advance) and were told the room wasn’t ready and we would be called when it was. We were not offered use of facilities whilst waiting. Disappointingly, we were asked at check-in why we were staying - we’d communicated in advance about our anniversary so I would have expected the check-in person to be aware. Unfortunately, we never received a call to say our room was ready. At 4pm we returned and collected the keys - we never received an apology for lack of call and on collecting keys, we had to ask for information on services available as we weren’t given any willingly. Our luggage, as we’d arrived early we left our luggage and were told it would be placed in our room ready for us, it wasn’t. We had to have two calls and it took approx 30 mins before it arrived. Our room - obviously views are amazing. However, why face the sofa and/or bed away from the views?! The reason everyone stays is for the views, not being able to comfortably sit and watch seems silly. Seating generally - no where comfortable to eat room service (hence we didn’t order any although we wanted to). Room amenities - for such a hotel, you don’t offer anything for free except one bottle of water and some tea/coffee. Not even fresh milk. Two cups one saucer, just basic. Nothing in our room to acknowledge our anniversary on arrival. No usb plugs. Basic and poor tv channels. Room turn down - we were not informed or asked if we wanted this. Super shocked to find it had been done and that when we returned after dinner someone had entered our room without our permission. At this point we did receive a surprise chocolate and card for our anniversary (which was a nice gesture) but felt a bit late as we weren’t back until after 10pm! Amenities - gym equipment is basic and disappointing. No music in the room and the headphones don’t work, the room also small. Pool was lovely. No idea if any treatments were available as these weren’t communicated. Food/drinks - we’d prebooked Gong but on arrival we’re weren’t treated like hotel guests. I’d expect for them to be aware we were staying (and where) and seat us on a different side to our room (so we could experience a different view). I’d also expect them to know about our anniversary and not to be told you only have the table to 1.5 hours on arrival. Felt like we’re we’re on a countdown from the word go. Service was poor, struggled to get the waiters attention and he gave us wrong drinks. Not great. Breakfast - annoying that we’re went offered this in advance through all the communications but luckily we’d booked. A big deal was made about us having to pay for our it, not sure why, we already knew. Plus a big deal was made about hurrying us along. We were there only 40 mins max and had the server asking if we wanted anything more to drink abs bringing a bill to sign (which we hadn’t requested) all at the same time. I don’t expect a bill until I request one. Hotel lifts - why oh why do you not have guest only lifts and more lifts?! To get out of the hotel it takes two lifts which you have to share with visitors to restaurants/bars. Really disappointing and it takes so long. Guests should have separate lifts. To checkout we waited 10 minutes for two packed lifts which we couldn’t get in so then took the service elevator with some random kids who were also waiting. Not sure what was going on. Shocking the lack of lifts. And also shocking we don’t have the option to walk down from our rooms to reception. Checkout - why no express option so we could avoid queuing and reception altogether? We requested our receipt to be emailed, still waiting for the bill. Overall - you have amazing views but where is the polished 5 star experience? It does not match up to other hotels in London. It did not feel amazing, we did not feel special. Actually left stressed and...

For a hotel of this calibre I got extremely unlucky.

I recently had the occasion to stay at the Shangri-La London to celebrate my birthday, having stayed at numerous world-renowned hotels over the years. Given the reputation of the Shangri-La brand and the hotel’s striking design, I had high expectations for what was to be a memorable experience. While the property itself is indeed visually stunning, and the views of London are nothing short of spectacular, my stay was unfortunately marred by several significant issues that, for the price point of £1,000 per night, were entirely unacceptable.

First and foremost, the noise insulation between rooms was profoundly inadequate. Throughout the night, we were subjected to a level of disturbance from the adjacent room that was wholly disproportionate to the luxury one would expect at a hotel of this calibre. Even the most casual conversations from next door were audible as if the occupants were in our own room, and the situation escalated into shouting and screaming well into the early hours. Given the premium rate we were paying, I did not expect this, me & my wife had the worst possible night. Even after breakfast they were still at it, the hotel could complain and say the couple’s argument was not their fault but our room had no noise insulation, they were literally talking and felt as if they were next to us.

Compounding this disappointment was the handling of our complaint. Upon checking out, we shared our grievances with the staff, and as a gesture of goodwill, we were offered a waiver for the £42 mini-bar charge. While I appreciated the gesture, it seemed a rather token compensation considering the extent of the disruption we had endured. However, the situation took a further turn for the worse later that evening at night when I noticed a charge of £42 had been processed on my American Express account, despite the earlier assurance that it would be waived.

When I called the hotel to address the discrepancy, my initial call went unanswered, and on the second attempt, I was promised that someone from the reception team would respond. After a lengthy wait, I was eventually able to reach a member of the reception staff, who apologised for the mistake and assured me the charge would be refunded. While the matter was eventually resolved, the entire experience left me with a sense of frustration. The juxtaposition of a so-called "gesture of goodwill" with the late-night charge felt disingenuous, especially when the refund process was so delayed and cumbersome. For someone paying over a £1,000 a night the £42 was not breaking the bank but rather a false promise followed by a late night payment for this, very sly.

In conclusion, while the Shangri-La London boasts undeniable aesthetic appeal and offers remarkable views of the city, the experience was undermined by significant lapses in both service and comfort. One would expect a level of attention to detail and customer care that was sorely lacking. The noise disturbances and the unsatisfactory resolution of our complaint not only diminished our enjoyment but also left a lasting impression of discontent. It is regrettable, as the hotel possesses much potential, I hope management is able to see this and rectify the horrible night I had at...

A Complete Disgrace – Shangri-La The Shard is a 5-Star Hotel in Name Only

We recently stayed at Shangri-La The Shard, taking a total of 7 rooms, including the Westminster Suite—a stay that was meant to be luxurious and seamless. Instead, it was riddled with disappointment, unprofessionalism, and shocking service failures that exposed the hotel for what it truly is: an overpriced, overhyped property with appalling standards that fall far below even basic expectations.

False Promises & Missing Services

From the outset, we were promised a personal butler with the suite—something explicitly stated by the hotel. Upon arrival, this service was nowhere to be found. Repeated inquiries led nowhere, and the staff brushed it off with vague excuses.

Additionally, we were assured that a specific cuisine chef would be available to cater to our group’s needs. Only after check-in were we casually informed that this chef is only available until 3 PM. Why this critical detail wasn’t communicated beforehand is beyond comprehension.

Lobby & Concierge – Arrogance in Uniform

The concierge staff at the lobby were nothing short of appalling. The attitude was dripping with arrogance and a total lack of basic courtesy. I parked my car outside—supposedly part of the hotel’s £70-per-day valet service—went inside to hand over the keys (which the hotel requires to be left with them). With a queue in place, I stepped to the side to simply pass over the keys without any need for further interaction or valet ticket. What followed was unacceptable: a staff member snapped, “You can see I’m not free”—delivered in a tone that would be out of place even at a roadside motel. For a hotel claiming to be 5-star, this was nothing short of disgraceful.

Basic Requests Ignored

Getting in-room services was another ordeal. Want your room cleaned? Need a simple green tea sachet? Be prepared to call three to four times before anyone answers. Once again, unacceptable for a hotel that markets itself as premium.

Management? Completely Absent

The cherry on top of this disaster was our interaction with the so-called Director of Sales. After detailing all these issues, we were told, “Give me 5 minutes, I’ll get everything sorted.” Predictably, nothing was done. No apologies. No resolution. Just empty words and complete indifference.

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Verdict: Avoid at All Costs

This hotel is a masterclass in style over substance. It might be sitting inside The Shard, but Shangri-La’s service quality is more in line with a second-rate motel than a global luxury brand. The blatant false advertising, the rude and untrained staff, the non-existent service standards, and the utter failure of management to respond to serious concerns make this place a complete waste of money and time.

I strongly urge anyone considering a stay here—especially for a premium occasion—to look elsewhere. Shangri-La The Shard is not just overrated, it’s a textbook example of how not to...