Pan Pacific London: The Promise vs The Delivery
Above, Pan Pacific London main plaza. Right, a suite at the hotel – say goodbye to typical 18-20sqm rooms in London center hotels
By Raini Hamdi, 2 Mar 2024
As the first Pan Pacific Hotel in Europe, it’s no surprise the Singapore-based hotel group is eager to stamp the hallmarks of the brand in London, a city with no shortage of luxury hotels. Overall, it has fared well in our brand review.
BRAND MISSION
“Redefining the luxury experience with an eye on sustainability and elegant design. Creating a realm of graceful luxury and thoughtful service. Sincerely yours.“
KEY NOTES
Pan Pacific is the five-star brand of Singapore-based Pan Pacific Hotels Group, which also operates two other brands, Parkroyal Collection and Parkroyal. The chain owns and/or manages nearly 50 hotels, resorts and serviced suites in 29 cities across Asia-Pacific, Europe and North America.
New Pan Pacific-branded properties are opening in Jakarta (2Q24), Phnom Penh (1Q26) and Bangkok (2027), among others.
Pan Pacific London marks the group’s foray into Europe. It opened in September 2021. I stayed in August 2023 and here’s my report on how well it has delivered on the brand’s ethos of sincere service, elegant design and sustainability.
SERVICE DELIVERY
In London, where luxury brands – independent or chain – are aplenty, Pan Pacific London tries to differentiate itself by taking a leaf from its Asian roots and delivering the warm, kind and caring hospitality that Asia is usually known for.
It did this remarkably well, considering the team members I met are a kind of lesson in geography, coming as they are from Vietnam, China, Moldova, Lithuania, Czech Republic and other countries. London is so cosmopolitan, yet the hotel was able to train staff to deliver a cogent and consistent service that blends Asian charm with British politeness and sense of humor.
Each time I pressed Service One on the phone, the response was immediate. A team member named Blade brought a softer pillow that I asked for, but the young man correctly sensed that I didn’t find it soft enough and volunteered to find the softest they have. He came back after a good search, holding the pillow in his two hands and handed it to me. Blade personified the unique blend of gracious Asian service and British correctness that I experienced during my stay.
Kindness and generosity danced through the hotel. The breakfast spread was just as we do it in Asia – i.e., unstinting – and tried to bring a taste of Asia with a few Singapore favorite dishes. (Alas, the homemade kaya, a coconut-based jam, didn’t taste anything like we have at home.) An energetic team personalized the breakfast experience, cheerfully asking guests if they could help with any breakfast preferences. I asked for a cup of hot soy milk – it was served to me automatically every morning thereafter.
The hotel was also generous with room amenities: Diptyque toiletries, Dyson hairdryer and the plushest bathrobes I ever felt. Free minibar replenished daily. Nespresso coffee machine and pods. Chinese tea set with a selection of fine teas. A small but well-curated selection of books, including one on Singapore Botanic Gardens. A yoga mat along with on-demand virtual yoga sessions. I’m not used to such giving by London hotels!
Owners may frown on such lavishness but in a little over two years, the debut brand is already fetching rates from GBP440 per night for a 37sqm deluxe room to GBP3,500 for the 119sqm Pan Pacific Suite (direct booking on March 2, 2024 based on room only), despite not being located in the west end of London.
As the first Pan Pacific hotel in Europe, owner UOL Group, parent company of Pan Pacific Hotels Group, is out to stamp the brand as a luxury option in a city where there’s probably the most number of luxury brands in the world.
The hotel is located in the east end of London in Houndsditch, which is listed in Hidden London, a website that encourages adventurous travelers to explore a “London less obvious”. So west-enders may give it a miss, which is a real pity as, located a stone’s throw to Liverpool Street Station, it was convenient for me.
At the thought of the typical 18-20sqm rooms in London center hotels, I’d take Pan Pacific’s entry-level 37sqm deluxe room anytime and still be close to the action.
The hotel is anywhere from an 8-minute to 22-minute walk to key sites such as Broadgate Circle, Spitalfields Market, Brick Lane, Shoreditch, Tower of London, Tower Bridge and St. Paul’s Cathedral.
ELEGANT DESIGN
I stayed in a Walbrook Suite (#1812) of around 57sqm in size with a marvelous view of the iconic Gherkin and other gleaming commercial skyscrapers from the bedroom.
The suite, designed by New York-based Yabu Pushelberg, was classy rather than flashy, restful but not dull.
The design of the hotel met its “elegant” and “retreat” promise. However, in one or two areas, design won over guest comfort. There was no writing desk in the suite although it could easily fit one. Side tables were attractive but could hold little, likewise bedside tables, which had no drawers (sadly seems to be the fashion now). There’s little space to put our belongings, including in the wardrobe.
SUSTAINABILITY
In Asia, Pan Pacific Hotels Group is recognized as a sustainability-minded group, with several of its hotels in the region boasting attractive biophilic designs (see this article). I appreciate the London property for saying outright it isn’t 100% a sustainable hotel but is committed to working responsibly and ethically, and has signed up to the EarthCheck Certification Program.
Among green measures, 95% of ingredients are sourced within the UK to minimize carbon footprint. Its 24-hour gym is equipped with self-powered machines and electric-efficient ones to reduce energy waste.
The Diptyque Paris amenities are in recyclable aluminum tubes to reduce plastic without compromising on a luxury experience. Same with the bamboo toothbrushes, wooden razors and cornstarch shower caps. The hotel also works alongside CleanConscience to repurpose and redistribute partially-used toiletries to those in need.
Rooms have energy-saving light bulbs, motion sensors and heating and cooling features.
But the challenge lies in whether the technology works and guests are convinced if the efforts are for the love of the earth, or earnings.
London had a cold spell during my visit. My suite was always too cold, but the motion sensors ensured the room wouldn’t be heated every time I returned. Soak in a nice hot bath? Alas, there was only lukewarm water. I was told that the hotel’s policy was to fix the water temperature to no more than 38.7 degrees “for guest safety.”
However, the hotel was flexible enough to make an exception and adjusted it for me.
VERDICT: 8/10
Sincere service Faultless
Elegant design A bit faulty
Sustainability Not 100% yet – as it says.
CONTACT Email: development@pphg.com