Pan Pacific London director: The City is ‘incredibly special’
We have launched the Toast the City awards 2026 and throughout the year we’ll be speaking to some of the nominees. Today we caught up with Pan Pacific London director of marketing communications Michelle Whittemore, whose hotel has been nominated in the Best Overnight Experience category. To nominate your favourite Square Mile spots, from bars and restaurants to galleries and green spaces, visit the Toast the City website here.
Tell us about yourself
I’m Michelle Whittemore, director of marketing communications at Pan Pacific London. I 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 the Pan Pacific stand out?
Pan Pacific London brings a blend of understated, comforting and approachable luxury to the Square Mile. What makes us unique is the way we combine authentic Singaporean hospitality with contemporary London luxury. Our location is also incredibly special: Bishopsgate and the Eastern City have transformed dramatically over the past decade, blending culture, wellness, dining and nightlife in a way that offers guests a very different side of London.
How would your regulars describe you in three words?
Warm, thoughtful, welcoming.
What’s been the biggest challenge running a business in the City?
As a hospitality business based in the City, the challenge remains that we are 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.
And the biggest opportunity?
The resurgence of the City as a weekend destination, with new restaurants, the Broadgate Centre, the markets, the new Museum of London… It’s starting to drive weekend occupancies across the City’s hotels: over Easter, the City enjoyed far higher occupancies than the West End.
How has the Square Mile changed since you first opened?
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.
What’s a small detail you obsess over that customers might not notice?
Attention to detail is incredibly important to us. One example would be the sensory journey throughout the hotel: even our signature scent fragrance was carefully created, blending classic Southeast Asian essences such as orange, lemon, bergamot, rose and green tea floats through the public spaces. We also pay close attention to elements such as lighting, textures, scent, music, and the emotional flow of guest experiences because those small details collectively shape how people feel when they stay with us.
What’s the most memorable feedback you’ve had?
One of the most memorable was a handwritten and illustrated ‘thank you’ from a guest, something that is quite rare in hospitality. We are very accustomed to leaving personalised welcome notes for our guests, yet far less often do we receive something so thoughtful in return. This particular guest is an illustrator and 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.
What’s one trend in hospitality you’re embracing and one you’re ignoring?
Guests are increasingly prioritising self-care, authentic experiences and emotional connection and we see this reflected across our wellness offerings, dining concepts, and brand partnerships. One trend we tend to avoid is following short-term hospitality “hype” for the sake of visibility. We focus far more on authenticity, consistency and creating experiences with genuine long-term value for our guests.
Which other City venues do you rate highly?
There are so many fantastic venues within the City and Eastern City area. A few personal favourites would have to include spending time at Eataly London for its immersive Italian food experiences, enjoying the interactive and competitive atmosphere at Clays City, and embracing a more playful side of the City at Roxy Ball Room with its crazy golf and social gaming experiences.
What does a perfect day in the Square Mile look like to you?
It 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. I love 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. The area has become one of London’s most exciting destinations because it blends culture, creativity, business and hospitality so seamlessly.
What do you like to have on your toast?
Marmite with loads of butter!
• To nominate your favourite Square Mile spots, from bars and restaurants to galleries and green spaces, visit the Toast the City website here.