Shangri-La The Shard, London

We thought the Shangri-La was great. We visited for just one night for strictly non-touristic purposes – I had hospital appointments the next day and we thought we’d combine convenience with treating ourselves by staying in the hotel that just happened to be next door. I must admit I was dubious however (especially after reading some of the less than flattering reviews here) that we’d find an overpriced tourist trap intent on monetising its location in the Shard above everything else. But everything met or exceeded our best expectations. The valet parking was really fast and efficient, both drop-off and pick-up the next day (although the crazy road restrictions south of the river meant an hour of study to find the single allowable route to actually get to the Shard by car, and even then it’s past an ‘access only’ sign – but that’s not the Shangri-La’s fault of course). The reception staff were very friendly, attentive and again efficient. We were given a room upgrade which we weren’t expecting (we’d booked the most basic), and the room was really super – absolutely no sign of wear and tear, everything spotless and a fantastic north-facing view of the City (45th floor). But the most impressive thing was this. We’d joined the Shangri-La loyalty scheme to get a better room rate, and had received an unsolicited voucher for 25% off ‘On Buffet’ dining. Since it wasn’t at all clear what that meant, we asked at the check-in, only to be told that there was no such thing as ‘On Buffet’ dining at the Shard. Almost before we could express our opinion that it was very silly to send new customers a loyalty scheme offer that couldn’t actually be used (hardly a matter for a major complaint, but a loyalty scheme that immediately puts people’s backs up is worse than not having one at all) we were asked what they could offer instead. Since we had arrived significantly before check-in time, we suggested maybe a drink while we waited, having in mind a beer and a cup of tea. We were immediately escorted to the Ting restaurant, where we were offered champagne followed by tea and coffee and a window seat for the view. Most generous and unexpected we thought. We returned to the Ting a couple more times later, just for drinks, and we were warmly welcomed despite having no reservation and there was no question of any minimum spend. So we didn’t feel the need to try out the Gong bar where both of those restrictions are said to apply. Just a very minor niggle on checking out – a £10 tray charge had been added to the bill for a pot of tea ordered on room service. The issue wasn’t the amount, but rather that no tray charge was mentioned anywhere in the in-room dining/drinks literature in the room (or anywhere else). This was removed with no fuss, as was the discretionary 5% service charge ‘for the room’. We’d encountered, and removed, this before in top-end hotels – service charges for food and drink are fine, but what are hotel guests supposed to be buying in return for the room rate if not the service? We don’t expect to come away with a small selection of the fixtures and fittings, or a tiny share of the freehold. But the Shangri-La are hardly alone in this practice. So in short it’s an expensive luxury hotel, but that’s fine since it actually is luxurious, fun and very well run.

Fabulous location. Easy walking distance of city, south bank and west end. Stunning view. Extremely professional and attentive staff. Luxurious room. Very festive atmosphere Having to book for everything. The pool very disappointing. Overcrowded despite booking and not enough time to relax and enjoy especially the sauna!

The gentleman who served us (NONI) was professional and very friendly. He made our evening pleasant with his presence. The food was delicious, the desserts imaginative and very tasty. This evening was unforgettable. Thank you for such a wonderful evening full of smiles.

It was our 1st year wedding anniversary and we choose to stay here for 2 nights. It was an impromptu decision as I was unwell a few days earlier and I had to cancel our travel plans to Cape Verde. It was a great pick and they really went all out for us to have a great time. It’s an expensive hotel, but I will go over and over again anytime I have an activity around London Bridge area. Thank you for the wonderful time

We had Moussa as our waiter he was great. Moving us close to the window view and giving us an extra treat for my partners birthday. Greatly appreciated, I would request to have him next time if we go again. Food was excellent and came in good time.