The property is well located in the heart of the city, with spacious, clean, and well-maintained rooms. The food quality was also good, which made our stay comfortable overall.
However, I would like to share some feedback regarding the service experience, which did not meet the expectations associated with the Shangri-La brand.
After checking in around 4 PM, we visited the B Café for coffee and a light meal, as we had missed lunch. We were informed that the café does not serve coffee and were advised to visit the lobby instead. This was confirmed by multiple staff members. While we accepted the explanation, the situation was a little surprising for a coffee outlet. Additionally, the staff appeared preoccupied and guest engagement could have been better.
We then proceeded to the lobby and ordered coffee and sandwiches. With the coffee, one eggless cookie was served. When my wife politely requested an additional cookie, we were informed that it would be chargeable. While we respect hotel policies, the communication and overall presentation could have been handled more graciously.
I also spoke with the supervisor, though the concern did not seem to receive much attention at the time.
I have previously experienced excellent hospitality from Shangri-La in Delhi and Hong Kong, which is why this experience felt below expectations. I share this feedback constructively, hoping it will help improve service standards for future guests.