• A Real Sense Of Grandeur

Customer Care

Our Approach to Customer Care

With a healthy disdain for anything mediocre, we focus on excellence to stimulate further excellence.

We try to promote a five star mentality amongst all our employees across the board, which means that you get 5 star services and treatment even if you're staying in one of our 4 star accommodations.

We provide our services with sincerity and a genuine interest in the guest's requirements and accomplish the task to your utmost satisfaction.

According to the grand old tradition of Shaftesbury hospitality, customer service for us implies that we serve our guests with a smile and a ready to help attitude, and that guests enjoy the impeccable service we continuously strive to provide. Therefore, no request is too big and no order too tall for us.

We treat every guest who walks in through our doors equally, regardless of the choice of accommodation that guests make from our extensive list of properties available within the Shaftesbury Hotels Collection.

We consider you our valued guest and appreciate and acknowledge the time and opportunity you give us to be of service to you. So whether you're placing a reservation online through our Shaftesbury website, or calling our Central Reservations to make a booking, we want you to feel welcome and at ease.

We constantly endeavour to improve our electronic guest relationship management with a view to extend the best possible customer care. To achieve this, we regularly update our website with new offers and discounts so that you can stay updated and avail our hottest deals, especially created for you.

W e also abide by professional ethics and standards to make sure you get nothing less than excellent.

Sky is the Limit For Senior Citizens

We care for you and want you to enjoy your stay with us. Our hotels have the added benefit of offering a 10% discount on accommodation for senior citizens subject to providing relevant ID upon arrival.

If you are above the age of 60 years, please inform us at the time of booking. All we need is your date of birth and we can reserve your discounted booking.

Families and Children

We love to have children over at our hotels accompanied by their parents. Some accommodations are more children friendly than others. So why not give us your requirements at the time of booking, and we will respond with some special deals.

If you're coming to celebrate any special occasion with us . birthdays, anniversaries, honeymoon, just let us know from beforehand. And we will do every bit possible to make the moment extraordinary.


We understand the importance of your leisure time and also your budget. If you are coming to London in a group, we suggest that you ask your travel organiser to contact us, so that we can arrange special rates for your group.


With special deals cut out for our esteemed corporate guests, you can now reduce your accommodation overheads. Simply inform us of your budget and requirements and we will get the best, discounted deals.

Please click here for our corporate reservations booking form. And remember, you can also avail our exclusive rewards scheme through the Business Club Rewards Loyalty Programme we have on offer for our devoted and loyal guests.

Reservations made easy

We will make you feel totally at ease when you place your reservations with us. We provide a personalized service seven days a week. If you would like to talk to one of customer reservation agents, we will be pleased to answer your query 24hours a day 7 days.
For more information on Shaftesbury Properties, Kindly contact our Shaftesbury Central Reservations team on +44(0) 20 7479 2255 or email reservations@shaftesburyhotels.com.
For more information on Park Grand Properties, Kindly contact our Park Grand Central Reservations team on +44(0) 20 7479 2266 or email reservations@parkgrandlondon.com.


Value Added Tax (VAT) is currently at 20%. The accommodation charges are subject to VAT at 20% which is a Government Tax and must be paid.

Our Performance Standards

You will receive instant confirmation of your reservation. However if you have any issues or further enquiries, we are happy to sort them out for you. We have set out performance standards to ensure that all your queries are addressed within 24 hours.


We deeply value your feedback. We will be grateful to you if you have any comments or suggestions with regard to the services we provide as it will help us in our continuous drive to improve our services and deliver the best to you. Please send us your views and enter a prize draw by completing our feedback form available in your rooms and/or the reception.

Thank you

We would like to thank you for giving us your precious time to read our Customer Care catalogue. We will be further grateful if you give us the opportunity to serve you. We hope you'll enjoy our hospitality and have a lush stay with us in London.

The Management.
The Shaftesbury Hotels Collection

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