"I booked a 3 nights stay at Shangri-La The Shard for my fiancée and a friend including free breakfast as silver-tier benefit. On check-in, the hotel first claimed that free breakfast was not a silver benefit. When I emailed them the proof it was, the hotel then said it was only valid for the account holder. When I explained this is our household account, they said the error was on the booking website.
They said to fully understand and regret the situation but could give only 1 day breakfast 'complementary', because it was incorrect on Expedia's platform. That is not a guest-friendly solution you expect from a 5* hotel that charges €1000 a night. Because let's be honest, what's the big deal to offer 3 days breakfast when it is acknowledged that there clearly is a mistake somewhere?
All staff were friendly and understanding, but apparently don't have the rights to overrule the system to offer proper 5* service.
The day of checking out it took over 1 hour to serve the ordered eggs in the restaurant and because time was running out they offered to bring some sandwiches to the room instead.
We often stay at luxury accomodations like FS, Ritz, Mandarin, Raffles, W, etc but this was the first and also very last time to book a Shangri-La hotel. "
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