Dear Suzie7714, Thank you for your comments in regards to your recent stay with us. Whilst we were pleased to read that you enjoyed the room and the service, we were very concerned to read about the aspects your stay you have expressed disappointment with. Please accept our sincere apologies. Rest assured we have taken your comments on board for immediate consideration as this was clearly not up to our usual Shangri-La Hotel, At The Shard, London standards. I do hope you will give us another opportunity to welcome you back at which time we will spare no effort in providing you with a seamless stay. Kind regards, Paul Brackley General Manager