⚠️ URGENT WARNING: FRAUDULENT CHARGES & THEFT — SHANGRI-LA AT THE SHARD LONDON
I strongly DO NOT RECOMMEND this Shangri-La at The Shard London.
I booked two stays via Ctrip: 19–20 Dec 2025 & 23–24 Dec 2025, fully pre-paid for both nights.
During the first stay, I provided a £300 pre-authorization as requested, which took a full month to be released after check-out.
During the second stay, I was again asked for a £300 pre-authorization. The payment slip looked completely different from the first one. I asked the front desk several times to confirm it was only a pre-authorization, and was told “no problem”.After check-out, I asked again when the pre-authorization would be cancelled and was told “soon”.
In January 2026, I called my bank about an unrelated issue and only accidentally found out that: The second £300 was NOT a pre-authorization at all – it was a DIRECT CHARGE to my card.I made nearly 100 transactions in the UK that month and could not possibly check every single one. If I had not found out by chance, I would have lost £300 for no reason.
I wanted to dispute the charge, but my bank informed me that the money had already been fully processed and withdrawn by the hotel during check-in. I had to ask my bank and Ctrip to contact the hotel repeatedly for an explanation and a solution.
The hotel:
Ignored messages for weeks;
Delayed responding and took almost two full months to refund;
Only gave a weak excuse of “system upgrade error” and promised a quick fix, with NO apology and no admission of fault;
Even deducted an unjustified “processing fee” and only refunded £286;
Refused to compensate my loss from currency exchange rates, which still hasn’t been resolved.
The hotel’s excuse of “system upgrade error” is completely unconvincing:First, the system was still the old one on 20 December during my first stay, but the hotel chose to upgrade it days later during the busy Christmas peak period?Second, if it was a real system error, all guests staying at the same time would have the same issue. Did no one notice?Third, if the hotel knew about the error, they should have contacted all affected guests immediately.
Yet the hotel never contacted me once, even after weeks and the New Year.All of this proves obvious fraud.
The rest of the service was also very poor and far below the Shangri-La brand standard. Avoid this hotel at all costs.
This is not poor service – it is dishonest and deceptive practice:
Lying about pre-authorization;
Secretly charging guests;
Delaying and avoiding responsibility;
Refusing to apologize;
Illegally deducting fees for their own mistake.
For a luxury Shangri-La hotel, this behaviour is unacceptable and unprofessional.
⚠ WARNING:Check every payment carefully.Do NOT trust the front desk’s verbal promises.Beware of fake pre-authorization and real fraud.
I will never return and strongly warn all travellers to AVOID this hotel.
房间非常大！床垫非常舒服！也是这趟英国旅行唯一有智能马桶的酒店～卫生间还有热毛巾架很nice。房间视野也很好，普通大床房不期待泰晤士河和伦敦塔桥，能看见大本钟和伦敦眼已经很满足。
前台小哥服务很nice！退房结账会很让人头疼（所以扣分）。游泳池还不错，提供咖啡水果，冬天来酒店游泳的话，建议早上八点以后去游。
房间风景非常好，但是双床房很神奇的是两张床并成了一张床（一套床上用品）洗手间有地暖和加热毛巾架极大提高了舒适感。地理位置很方便，the shard出来就是london bridge地铁/火车站。活动时候抢到的deal 性价比很高！房间需要调剂的时候携程客服也很周到，体验感很好
这个价格太不值了，除了高，可以看伦敦塔，其余没.有一点亮点。大厅还有房间设施都比较简单，没有一点设计感！关键是一晚还要收九十多英磅的停车费。
幸好过来路上不费劲，店也好找，主要离地铁🚇站非常近，朋友们不用担心卫生也很干净整洁，没有杂音，睡的很舒服
【极度避雷・实锤盗刷】伦敦碎片大厦香格里拉 恶意扣款 + 欺诈消费者 毫无底线！
我通过携程预订贵酒店 2025 年 12 月 19-20 日、12 月 23-24 日两晚住宿，均已提前全额付款。第一次入住按要求预授权 300 英镑，退房后足足过了一个月才解冻；第二次入住同样被要求预授权 300 英镑，前台刷卡时单据与第一次明显不同，我当场多次询问是否为预授权，前台明确答复没问题。
退房后我再次确认预授权取消时间，前台依旧承诺尽快处理。直到 2026 年 1 月，我致电银行咨询其他账单问题时，才无意中得知：第二次根本不是预授权，而是酒店直接扣款 300 英镑！我当月在英国刷卡近 100 笔，根本不可能逐笔核对，如果不是偶然发现，这笔钱就直接白扣、损失 300 镑。
我本想发起拒付，可银行告知钱早在入住当时就已经被酒店结算走了，我只能委托银行和携程多次联系酒店，询问事情原因和处理方案，结果：
酒店全程拖延不回复，处理效率极低，事情拖了一个多月、前后近两个月才处理完，无人负责；
被逼无奈才轻飘飘一句「系统升级误扣」，会尽快处理，没有任何道歉，甚至都不承认自身错误；
明明是酒店单方面严重失误，退款时竟还私自扣除手续费，只退 286 英镑；
因信用卡人民币结算，前后汇率差又造成额外损失 20 多元，汇率损失至今没有处理，全程由消费者买单。
酒店所谓 “系统升级导致误扣” 的说法，完全站不住脚：首先，第一次入住的 12 月 20 日还是老系统，酒店偏偏选择在几天后的圣诞节高峰期升级系统？其次，就算真是系统升级，同期入住的所有客人都会遇到同样问题，难道全没人发现？然后，只要有一位客人发现，酒店就该立刻知道系统出问题，难道不应该第一时间主动联系所有涉事客人？可事实是，扣款后跨了年、过了两周多，酒店从来没有主动联系过我一次。综上，酒店的行为明显脱不了欺诈嫌疑。
除此之外，酒店其他服务也是一言难尽，完全配不上香格里拉的品牌档次，大家务必避坑。
从入住时的刻意隐瞒、退房后的推诿拖延，到事后甩锅系统、无理扣钱，贵店的行为已经不是服务差，而是涉嫌恶意扣款、消费欺诈。作为香格里拉品牌旗下酒店，收着顶级价格，做着最无底线的操作，毫无诚信与职业操守。
强烈提醒所有准备预订这家酒店的客人：⚠️ 谨慎刷卡！⚠️ 警惕口头承诺！⚠️ 谨防「假预授权、真扣款」套路！此生绝不二住，也绝不推荐任何人入住！
⚠️ URGENT WARNING: FRAUDULENT CHARGES & THEFT — SHANGRI-LA AT THE SHARD LONDON
I strongly DO NOT RECOMMEND this Shangri-La at The Shard London.
I booked two stays via Ctrip: 19–20 Dec 2025 & 23–24 Dec 2025, fully pre-paid for both nights.
During the first stay, I provided a £300 pre-authorization as requested, which took a full month to be released after check-out.
During the second stay, I was again asked for a £300 pre-authorization. The payment slip looked completely different from the first one. I asked the front desk several times to confirm it was only a pre-authorization, and was told “no problem”.After check-out, I asked again when the pre-authorization would be cancelled and was told “soon”.
In January 2026, I called my bank about an unrelated issue and only accidentally found out that: The second £300 was NOT a pre-authorization at all – it was a DIRECT CHARGE to my card.I made nearly 100 transactions in the UK that month and could not possibly check every single one. If I had not found out by chance, I would have lost £300 for no reason.
I wanted to dispute the charge, but my bank informed me that the money had already been fully processed and withdrawn by the hotel during check-in. I had to ask my bank and Ctrip to contact the hotel repeatedly for an explanation and a solution.
The hotel:
Ignored messages for weeks;
Delayed responding and took almost two full months to refund;
Only gave a weak excuse of “system upgrade error” and promised a quick fix, with NO apology and no admission of fault;
Even deducted an unjustified “processing fee” and only refunded £286;
Refused to compensate my loss from currency exchange rates, which still hasn’t been resolved.
The hotel’s excuse of “system upgrade error” is completely unconvincing:First, the system was still the old one on 20 December during my first stay, but the hotel chose to upgrade it days later during the busy Christmas peak period?Second, if it was a real system error, all guests staying at the same time would have the same issue. Did no one notice?Third, if the hotel knew about the error, they should have contacted all affected guests immediately.
Yet the hotel never contacted me once, even after weeks and the New Year.All of this proves obvious fraud.
The rest of the service was also very poor and far below the Shangri-La brand standard. Avoid this hotel at all costs.
This is not poor service – it is dishonest and deceptive practice:
Lying about pre-authorization;
Secretly charging guests;
Delaying and avoiding responsibility;
Refusing to apologize;
Illegally deducting fees for their own mistake.
For a luxury Shangri-La hotel, this behaviour is unacceptable and unprofessional.
⚠ WARNING:Check every payment carefully.Do NOT trust the front desk’s verbal promises.Beware of fake pre-authorization and real fraud.
I will never return and strongly warn all travellers to AVOID this hotel.
房间很好，早餐不好，其他都很好，位置很好，交通方便，感觉自己到了东京一样，下次还住这家酒店，但早餐需要改进，没啥好吃的
很幸运遇到彩虹🌈
非常好的酒店，两间房都很好！
第真心不建议大家在携程订酒店！作为携程忠实的用户，已经累积到黑钻，往年机票酒店都在携程订。但近些时间，携程给的房间是越来越差，位置偏，退改政策都是含糊，反正最终解释权在平台…