The Shelbourne, Autograph Collection

I have been a loyal guest of The Shelbourne for over 30 years, celebrating milestone events and staying regularly for both personal and professional visits. Unfortunately, my recent Christmas stay with my wife and 7-year-old daughter was a major disappointment—not only due to the decline in quality but, more frustratingly, due to the complete lack of care in addressing my concerns afterward. The Stay Itself – A Shadow of Its Former Self Our experience started with difficulty in confirming our reservation for the Festive Dinner. Reception staff couldn’t provide a simple confirmation, instead telling me it "should be okay" and that someone would call me back—on Christmas Eve, no less. A five-star hotel failing to confirm a dinner reservation over the phone was baffling. The Festive Dinner itself was a letdown. At €100 per person, we expected something special. Instead: My wife’s salmon starter was dry, clearly plated long before serving. My turkey and ham main was poor—the meats were subpar, the Brussels sprouts were chopped and cold, and the meal was uninspired. My daughter’s chips seemed to come from a frozen packet, and her request for garden peas instead of mushy peas was ignored. My wife was told she had to pay extra for mashed potatoes, which should be a basic inclusion. There were no festive touches whatsoever—no Christmas crackers, no small gift for our daughter, nothing to make the experience feel special. Breakfast, once a highlight, has also deteriorated—it felt ordinary and uninspired. Service inconsistencies continued throughout our stay. Repeated requests for fresh milk were ignored until a more attentive staff member finally brought what we asked for. Drinks at the Horseshoe Bar were another disappointment. My Guinness was not cold, and when the barman asked how it was, he walked away before I could answer. My wife’s latte was lukewarm and tasted like it came from a cheap coffee machine. On a positive note, most staff were courteous, especially the doormen. The Biggest Issue – Shocking Customer Service Post-Stay After my visit, I was contacted by The Shelbourne’s "Quality and Standards Manager" in response to my concerns. I provided detailed feedback, and he assured me that someone would follow up. That follow-up never came. I sent four emails over several weeks, asking when I could expect a response. Eventually, I was contacted—not to acknowledge the lack of communication, not to apologize, and not to address my complaints, but simply to clarify a billing matter. The response I received was what I’d expect from a budget two-star hotel, not a five-star establishment that prides itself on service. If The Shelbourne no longer values guest feedback or customer service, it should at least be honest about it. After decades of being a loyal guest, I now have serious doubts about ever returning. For the prices they charge, there are far better hotels in Dublin that actually care about their guests.

We had a stunning room and enjoyed our stay immensely! The hotel is fabulous and is so well maintained. The staff are so kind and attentive. The beds and pillows provided a blissful sleep. Plenty of room in the bathtub to soak and dream! Peaceful too. We will be back next year to repeat the wonderful experience.

The whole experience was classy, from the kind friendly staff that were always to hand to the standard of the food, drink and facilities. The location was perfect to access all the best of Dublin including the brilliant pubs, restaurants and the rugby :)

We arrived for our weekend in the pouring rain. As soon as our car pulled up outside the hotel we received a wonderful welcome from the doorman and bell staff. It should not be underestimated what a good first impression that made. we walked thought the beautiful public areas that ooze with history to the front desk where again the welcome was warm and genuine. The room was not ready but we were offered bag storage and told to come back later. Too be fair it was only 11am and the check in time is 3pm so we completely understood. We returned at about 3 and our room was ready with the key handed over again with warmth and a friendly attitude. Our Bonvoy status was recognised and we appreciated the location of a nice room. The room was lovely, old world charm mixed with modern features and a covert white marble bathroom. Clean and cozy with a massive balcony (sadly not useable because of the awful weather!). The time spent in the room was very comfortable. Breakfast was in an event room as the Saddle Room restaurant was closed for refurbishment. They had done a good job of making the room attractive and the buffet was good. Service again was excellent and the attention to detail throughout our stay was very obvious. Location was good, and we walked everywhere from the hotel. The park opposite was a lovely respite from the busy city. We were so impressed by all the staff, everyone was so welcoming and we thoroughly enjoyed our stay here.

During our recent three-day stay at The Shelbourne Hotel in Dublin, we were thoroughly impressed with the experience. Our suite was exceptionally spacious, featuring a large bed alongside an adjacent double bed, providing ample comfort for our family. The hotel's central location made exploring the city convenient, and the staff's attentive service enhanced our visit. The only minor issue was the slightly squeaky floors, but this did not detract from our overall enjoyment. We highly recommend The Shelbourne's suites for families seeking both luxury and comfort in the heart of Dublin.