Shangri-La The Shard, London

The views are spectacular and some of the amenities are beautiful, but the staff let us down daily on the details over the four days of our stay. Housekeeping, concierge and the front desk all made errors in their work that interfered with our ability to enjoy the hotel. The last one was on checkout when I saw the charges on the bill for what was supposed to be an included breakfast, credits that had been discussed at check in had not been applied, and a daily "discretionary gratuity" for all the poor services. Overall we left disappointed . Go for a nice drink or meal, but for this price there is better service in many other hotels in London.

We stopped at the Shangri La hotel for one night for my birthday. Although check in as at 16:00 we arrived early and thankfully our room was ready so we checked in straight away. The lady at reception was very friendly and informative and the check in process was simple. We went to our room and the city view we had was spectacular. Unfortunately the windows were filthy. When one of the main selling points of the hotel is the view, I would’ve expected them to be clean so you could admire the stunning view even more. The room itself was very clean and spacious, with electronic black out shutters. The bathroom modern, with two sinks, a rainfall shower and heated toilet seat. When booking online there was an option to choose specific pillows, which we chose but the request wasn’t fulfilled when we checked in. There’s an infinity pool, sauna and gym which is free for hotel guests. You have to book a time slot, which can be done with reception. At the pool you get free fruit, water and coffee and there was also a very attentive gentleman who kept the area clean and tidy. We opted to have breakfast as part of our stay, which was phenomenal. So much options to choose from, Asian delicacies, English cooked breakfast and continental. There was also fresh fruit, a selection of juices and a variety of bread. The service was brilliant, our cutlery was replaced after every plate of food we had and it was a nice to be greeted with a smile when we were being served. I’d recommend bringing sunglasses as it was very bright. Overall, a lovely stay but for the price charged, £800 for one night, there’s a few things that could’ve been improved.

A cautionary word about our recent experience of the practices of the Shangri-La The Shard. My wife and I stayed at the Shangri-La The Shard for 7 nights in February 2026. We’ve been staying in Shangri-La hotels for more than a decade. Our stay was secured with a ‘credit card guarantee’ at the time of booking. At check-in, I agreed to a pre-authorisation amount of £5,390 GBP (£762.04 more than the total amount of our booking including applicable taxes). The hotel was also advised in clear, unambiguous terms that upon check-out I would settle our account with a different card to that used for the pre-authorisation. Contrary to standard industry practice and contrary to my conversation with the hotel staff member at check-in, the hotel immediately debited the entire pre-authorisation amount to my credit card. It was not put on hold as is the normal practice. The hotel, without my knowledge, debited my credit card account for £5,390 GBP (£762.04 more than the total amount of our booking). At check-out I was presented with an invoice which included an unauthorised gratuity (described as a Discretionary Service Charge) of 5%. I requested this be removed. I settled our account with a debit card as originally explained to the hotel at check-in, unaware that the hotel had paid itself in full 7 days prior. Without informing me, the hotel quietly reversed the unauthorised debit to my credit card account and paid itself again using my debit card. In all, the hotel’s practices have put me out-of-pocket for a total of $443.50 AUD comprising international transaction fees on the unauthorised credit card debit and a small loss because of exchange rate movements. I have raised my concerns by email on 3 occasions with the hotel and Shangri-La Head Office. No response has been received from either. Disappointing behaviour from a hotel group that prides itself on its ‘culture of service excellence’.

An unforgettable stay with breathtaking views Our stay at Shangri-La The Shard, London was truly exceptional in every possible way. We had the pleasure of staying in room 4802 with an iconic view, and it is honestly difficult to put into words how stunning the panorama was. Waking up and looking out over London from such a height is an experience we will never forget. What made our stay even more special was the outstanding level of service. Every detail felt perfectly arranged, seamless, elegant and filled with genuine care. The atmosphere of the hotel, combined with the professionalism and warmth of the team, created something truly unique. Our visit was for a very special family occasion, and thanks to the wonderful staff, it became a beautiful and unforgettable memory for all of us. A special thank you to Bruna Vale for her kindness and attention, it truly made a difference and reflects the high standards of this exceptional hotel. We highly recommend this hotel and will definitely return in the future. Thank you for an unforgettable experience.

What an amazing experience my wife and I had staying at the SHANGRI-LA hotel in the Shard. From the start we were made to feel very welcome, if fact all the staff were courteous and friendly. Our room had the most amazing views of London and from so high up it looked like a model city. Cocktails in Gong followed by an evening meal in Ting were really enjoyable with spectacular views again, but this time as the lights came on all over London. We highly recommend this hotel and restaurants for an amazing experience.