Shangri-La The Shard, London

I expected better attention and service for a hotel at this price. The checkout was handled unprofessionally, and nobody clearly explained the unexpected charges. It didn’t feel like a five-star stay, which was disappointing. I hope management addresses these problems.

We’d give this hotel 4 1/2 stars if that were an option. The views are stunning, the rooms are spectacular, the pool was almost perfect, and everyone was friendly and helpful. A few things kept it from being a perfect stay: there was a slight sewage smell in the restroom, the towels were tiny, the robes were small, and the slippers were disappointing. At times the restaurant and front desk also seemed understaffed. These are all fixable details, but at this price you expect a lot. We loved the property and could have loved it even more.

We felt really looked after here, and the soundproof room and remote blackout curtains worked well, even with all that sunlight outside. Chris the concierge was great to chat with and found us last minute tables with lovely views at Gong Bar and Ting pan-Asian restaurant. Housekeeping also responded super quickly whenever we asked for something. A few things could be improved in the room: add a light switch by the entrance, fit soft close hinges on the closet doors, provide bathroom mats with rubber backing because the ones there were slippery and a bit dangerous, and offer liquid hand soap. For anyone booking through Amex FHR, the property credit is only valid at Ting and Gong. Oblix and Aqua Shard are apparently run by separate companies. Gong also gives you a welcome gimlet, which was spectacular, so keep that in mind if you’re only staying briefly. Amex didn’t make the credit details clear in the booking confirmation, but the hotel was very helpful in rearranging our drink and dinner reservations. The bill’s service charge came as a surprise. I know this has become common in London, but with rates this high, I feel staff should be paid a living wage through the base price, without an extra 5% "discretionary" fee. It feels like a hidden charge and risks putting travellers off London hotels. It was also odd that the front desk didn’t have change for small bills or pound coins. And if you order room service breakfast the night before, check your bill carefully. Ours was mistakenly charged as dinner and the breakfast credit wasn’t applied. There’s also an extra 10 pound tray fee.

Our suite was spacious, luxurious and spotlessly clean, with breathtaking views across London. Waking up above the city felt magical, and all the comfort and attention to detail made the visit unforgettable. The service was wonderful from the moment we arrived at the Shangri-La London. Tyrone, the manager, was especially accommodating and made sure everything was right. He helped upgrade our room to a Westminster suit, and his kindness and professionalism made the stay even better. Highly recommend the hotel for a memorable, top-tier visit. We can’t wait to return.