Shangri-La The Shard, London

In July, I made a quick stop in London for a few days and had a short stay at the Shangri-La. The brand lives up to its reputation and never disappoints. Everything was perfect, from pre-arrival communication to the day of check-in, excellent recognition of member status, and courtesy greetings during the stay. Every aspect of the stay was handled with professional care and compassion. What struck me most for this stay was the high level of service: it was professional yet it felt genuinely warm. Special thank you to Elias for the wonderful hospitality. Like every Shangri-La I have stayed at, the guest room was in pristine condition. The rooms have a semi-modern and transitional design, with some additions of Far Eastern elements or influences that added a layer of elegance and Oriental sophistication. The afternoon tea experience for this stay was also very memorable. The TING has such a lovely ambiance that is comfortable and relaxing. The quality of the dessert selection, as well as the carefully curated assortment of tea options, was amazing. I highly recommend the Shangri-La The Shard. It is an experience that surpasses a typical hospitality experience, one you won’t find anywhere else at mainstream hotels, and it is a must if you visit the great city of London.

Stayed for our 25th wedding anniversary. One of the best hotel experiences i have ever had. The service was executed perfectly, the food was sublime. Afternoon Tea is a must do!

Excellent service from our waiter, Moussa, at Ting Restaurant at Shangri-La The Shard, London. He was very professional, efficient, helpful and friendly. Food was excellent. Would definitely recommend this beautiful restaurant to everyone.

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—and 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. ⸻ 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 run a hotel.

Top Class from start to finish. Views, service, food, room, everything was excellent. Could not fault the place. Highly recommended. We stayed for a weekend had dinner in the aquashard which was also really good. It’s pricey but worth it. Super.