The Independent Hotel Show collaborated with our partner, AA Media and interviewed the Lanesborough, winner of the AA Hotel of the Year Award in 2023. Just a short walk from London's most exclusive shopping district, this grand luxury mansion is home to 93 luxurious suites and bedrooms. Warm but exceptional service allows guests to bask in the aesthetic pleasure of this British Heritage building, with a museum-level collection of 18th century art. 

---

Can you tell us a little about the history of The Lanesborough?

The Lanesborough is a much-loved Greek revival mansion, dating back to 1719 as a private home to Viscount Lanesborough and later remodelled and extended by renowned architect William Wilkins to the building we see today. It stands proudly where leafy Belgravia, with its grand embassy buildings and quirky pubs, meets the luxe shopping of Knightsbridge and Mayfair, and surrounded by London’s beautiful Royal Parks with two rather posh neighbours – Apsley House the Duke of Wellington’s ancestral London home and of course the grounds to Buckingham Palace.

What does a great customer experience look like at The Lanesborough, and what makes it unique?

The Lanesborough attracts a smart set who appreciate the good things in life. This is the place where our guests from all over the world will rub shoulders with Saville Row finest, a princess or even a movie star or two – a place where parties, glamourous events, dates, trysts, gastronomic delights and grand weddings happen. Our uniqueness beyond the aesthetics is our team and the thought behind every action, we get to know our guests’ every whim before they even know it themselves. This is ultimately what makes The Lanesborough one of the world’s finest hotels.

What do you think defines an independent hotel?

The freedom to mould and adapt your service delivery and offering around your guests that changes to the seasonal demands. To be agile and be able to move freely to changes in the market. To be local, authentic and have a true sense of place. To keep innovating and test and try new concepts linked to the London social season and Britishness.

How are you approaching the issue of sustainability?

At the Lanesborough we have a dedicated Green Team who address all areas of sustainability, from food/product waste, energy consumption, electric chauffeur car fleet, recycling and supporting our nominated charity Heartburn Cancer UK. It is something we are extremely proud of and continue to innovate.

How do you approach creating your menus and sourcing food and drink suppliers?

Our Executive Chef, Shay Cooper – leads the culinary direction of the entire hotel – with The Lanesborough Grill as the star, which showcases a seasonal modern British menu championing regional artisans and the very best of seasonal produce from around the country. Dishes change frequently with the seasons with an array of the finest British producers and drinks suppliers with an extensive British wine list, which is supported by regular wine events and tastings to support Britishness.

Are there any innovative products or services you have implemented in your establishment that you would recommend to other hoteliers?

Listening to your guest’s feedback is critical for any establishments ongoing success.
We have worked tirelessly on our return guest ratio and ultimately this is all about listening to feedback and providing services that make our guests feel like The Lanesborough is their second home and they are always excited to return. This is the basis of our continued success.  

Want to learn more about The Lanesborough? View the website and all the hotels available to visit here. 

The 2024 AA Hospitality Awards are taking place on Monday 23 September. To find out more, visit the AA Hospitality Awards site. 

Register for Independent Hotel Show taking here and get ready to listen to a variety of live interviews from other incredible hotels throughout the two day seminar programme.