Michael Carson

Review of Shangri-La Hotels and Resorts

I love Shangri La. You are super high quality on ...

I love Shangri La. You are super high quality on every measure. This time, I encountered one challenge: I did not have my physical credit cards with me for the first 24h of my stay - I had left my wallet with a colleague by mistake. The front desk cannot accept apple pay, so we did it via e-transfer. It worked fine. But there were then repeated follow ups around "we need you to approve another $xxx to cover your expenses"...and I was not allowed to draw out any cash against my room when I subsequently asked. I found this strange, given my history and standing as a frequent visitor, and the standing of McKinsey as a business customer. A little more discretion to allow me to be treated in the normal way would have led to a more Shangri-La style experience. Instead, I felt treated like a high-risk customer.