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Shangri-La Group launches new hotel customer care guidelines

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Hong Kong-based hotel group Shangri-La is the latest hotel group to announce a chain-wide set of guidelines and commitments towards traveller well-being.  This will apply across the Shangri-La, Kerry, JEN and Traders brands.

Called ‘Shangri-La Cares’, what makes this different from similar statements I have seen is the level of detail it offers.

If you go to the dedicated page of the Shangri-La website, you’ll see detailed steps – not wishy washy slogans – covering:

Shangri-La Group launches new customer care guidelines

  • Staff
  • Arrival and departure procedures
  • Guest rooms
  • Communal spaces
  • Restaurants and bars
  • Leisure and wellness
  • Meetings and events

Whilst these commitments are only as good as their implementation on the ground, you will at least know what you should expect on your next stay.


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