Michelle Whittemore, director of marketing communications at Pan Pacific London, has shared her insights on the hotel's unique position in the Square Mile and the evolving hospitality landscape. The hotel has been nominated in the Best Overnight Experience category for the Toast the City awards 2026.
About Pan Pacific London
Whittemore joined the hotel in November 2019 as part of the senior leadership pre-opening team that launched the property during the pandemic. Pan Pacific London officially opened on 1 September 2021 as the first European property for Pan Pacific Hotels Group and its luxury flagship hotel. Located in the heart of the Square Mile, moments from Liverpool Street Station, the hotel has quickly established itself as one of London’s leading luxury hospitality destinations.
What Makes Pan Pacific Stand Out
Pan Pacific London brings a blend of understated, comforting and approachable luxury to the Square Mile. The hotel combines authentic Singaporean hospitality with contemporary London luxury. Its location in Bishopsgate and the Eastern City has transformed dramatically over the past decade, blending culture, wellness, dining and nightlife in a way that offers guests a very different side of London.
Challenges and Opportunities
According to Whittemore, the biggest challenge is that the hotel is sometimes seen as “too far away” from the perceived centre of London. The hardest part is convincing some visitors that they don’t have to stay in the West End to have the full London experience. However, the resurgence of the City as a weekend destination presents a major opportunity, with new restaurants, the Broadgate Centre, markets, and the new Museum of London driving weekend occupancies. Over Easter, the City enjoyed far higher occupancies than the West End.
Evolution of the Square Mile
The area has evolved enormously and continues to become more lifestyle-driven and experience-led. While the City has always been associated with business, there is now a much stronger leisure and cultural appeal. Neighbourhoods like Shoreditch and Hoxton have become vibrant weekend destinations filled with incredible restaurants, cocktail bars, galleries and independent retail, while the Square Mile itself now offers a much more diverse mix of experiences for both Londoners and international visitors.
Attention to Detail
Whittemore emphasises the importance of small details that customers might not notice. The hotel’s signature scent fragrance was carefully created, blending classic Southeast Asian essences such as orange, lemon, bergamot, rose and green tea that float through the public spaces. The team also pays close attention to lighting, textures, scent, music, and the emotional flow of guest experiences because those small details collectively shape how people feel when they stay.
Memorable Feedback
One of the most memorable pieces of feedback was a handwritten and illustrated ‘thank you’ from a guest. The guest, an illustrator, left behind a beautiful sketch titled “View from 1702 at Pan Pacific London” capturing the view from her window during her stay. The drawing has since been professionally framed and now sits on the desk in the very room she stayed in.
Hospitality Trends
Guests are increasingly prioritising self-care, authentic experiences and emotional connection, which is reflected across the hotel’s wellness offerings, dining concepts, and brand partnerships. One trend Whittemore avoids is following short-term hospitality “hype” for the sake of visibility, focusing instead on authenticity, consistency and creating experiences with genuine long-term value for guests.
Favourite City Venues
Whittemore recommends several venues in the City and Eastern City area, including Eataly London for its immersive Italian food experiences, Clays City for its interactive and competitive atmosphere, and Roxy Ball Room for crazy golf and social gaming experiences.
A Perfect Day in the Square Mile
For Whittemore, a perfect day starts with a great coffee and a walk through the City as it begins to wake up, followed by exploring the incredible contrasts the area offers from historic landmarks and hidden alleyways to vibrant markets, galleries and modern restaurants. She loves that within a short walk or tube ride you can experience everything from the energy of Spitalfields Market and Shoreditch to the calm of the River Thames, Tate Modern and St Paul’s Cathedral.
When asked what she likes on her toast, Whittemore replied: “Marmite with loads of butter!”
