Shanghai surprise as 1930s inspired Chinese restaurant opens at Heathrow
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Heathrow’s latest F&B offering, a 1930s Shanghai inspired Chinese restaurant, Shan Shui, has opened for business in Terminal 2.
The outlet, officially opened this week by renowned restaurateur Ellen Chew, will double as a private viewing gallery with panoramic views of the runway.
According to the operator, at its heart, Shan Shui will be all about serving day-to-night meals that celebrate the authentic craft of time-honoured Shanghainese and Southeast Asian recipes.
The menu at the UK’s hub airport will showcase speedy ‘10-minute meals’ with many options including 2-Day Dry-Aged Cantonese Roast Duck, Slow-Cooked Beef Rendang with Jasmine Rice and Canton Vegetable Fried Vermicelli. There will also be a succinct Dim Sum menu, offering widely-known yum cha favourites.
For the morning crowd, the restaurant will serve East-meets-West breakfast items, such as Katsu Sando Sandwiches, refreshing Beetroot and Pine Nut Salad with a yuzu dressing, and Shan Shui’s take on an English fry-up.
At the front of the restaurant, there will also be pastries and a breakfast bar counter, which will serve Allpress Coffee and a selection of pastries such as Croissants, Pain Au Chocolates, and Vegan Orange Crown for passers-by.
Throughout the day, passengers can expect to find a mix of contemporary cooking and beloved family favourites, all to be paired with an exquisite selection of Asian teas from around the globe or a cocktail from the Old Shanghai-inspired 1930s cocktail list.
Working collaboratively with interior design studio Sherliker Design, the inspiration for Shan Shui came from 1930s Shanghai, which in its heyday was the place to be for art, architecture, dance halls and glitzy restaurants.
Perhaps rather boldly, it is claimed that Shan Shui Heathrow T2 is reminiscent of this old-world Shanghai, blending elegance and extravagance with contemporary touches, to offer diners a dynamic and exciting dining experience.
Ellen Chew, founder and director of Shan Shui restaurant, enthused: “Shan Shui is a very special and nostalgic concept for me, evoking memories of being in the kitchen with my mother, observing and learning traditional techniques as she toiled for endless hours to feed us.
“We believe our offering at Shan Shui will be the perfect new addition to the dining experience at Heathrow to compliment the lively, dynamic floor of Terminal 2.”
While Fraser Brown, Heathrow’s retail and property director, noted: “Heathrow strives to provide passengers with the best airport service in the world and we are delighted to welcome Shan Shui into Terminal 2 ahead of the festive period.
“This exciting new restaurant will allow our international passengers to experience authentic Shanghainese and Southeast Asian meals, all while enjoying the panoramic views of the runway.”
I want to share a troubling experience that occurred at Shanshui restaurant in Terminal 2 at Heathrow Airport on August 21st, 2024, during dinner time.
My mother, who was traveling alone, encountered what seemed like discriminatory behavior from one of the waitresses. When my mother politely asked in Chinese if the waitress spoke the language, the waitress rudely rolled her eyes, replied “No” in Chinese, and then turned her back on her, effectively ignoring her. While it’s understandable that she does not speak Chinese, her rude response was completely unnecessary and unprofessional.
I want to acknowledge that the other two waiters—a young lady and a gentleman, neither of whom were Asian or spoke Chinese—were very polite and provided excellent service. However, the initial incident with the first waitress marred the overall experience for us.
This behavior seriously tarnished the restaurant’s reputation and left us with a negative impression of London’s hospitality, especially since this happened just before our departure from the UK. It’s concerning that a server at an international airport would treat a non-English-speaking customer in such a manner. It raises the question of whether the staff are adequately trained to handle diverse customer interactions without bias or discrimination.
To make matters worse, I contacted customer service at Heathrow, who provided me with an email address for the restaurant, but I haven’t received any response since I sent my complaint.
I’m sharing this review to highlight the importance of proper customer service and the need for better training at Shanshui. I hope that management takes this seriously and ensures that future travelers, especially elderly ones, are treated with the respect and kindness they deserve.