I am not one to write reviews. In fact, this is the first review that I have ever written on tripadvisor despite the fact that I have been using this website for many years. However, this is the first time that my experience was so vastly different than the experience of other reviewers that I felt that I had to share my experience.
I booked this hotel at the advice of a travel agent and based on the reviews on tripadvisor. I booked the hotel on my own and perhaps if I had asked the travel agent to book for me instead I might have received better service (but a person really should receive the same service regardless!) After reading the reviews on tripadvisor, I was very excited to experience the excellent service provided by the staff of the Upper House that so many people have raved about. However, I was quite disappointed. My boyfriend and I arrived at 3 pm to check into our room. We were provided with a wheelchair accessible room without being informed of this at check in. We thought nothing of it initially. However, when we attempted to use the toilet, we came up against some challenges. First of all, due to the layout of the toilet to make the room wheelchair accessible, I was unable to reach the toilet paper. In addition, there is a sink right in front of the toilet in the wheelchair accessible room and my boyfriend was unable to sit on the toilet without his knees hitting the sink. The shower in the room is different as well and splashes a significant amount of water on the floor outside of the shower. I can possibly understand being provided with the wheelchair accessible room if we arrived late at night and all of the other rooms are already taken. However, we checked in at 3 pm. It is hard to believe that there were no other rooms available. And if this truly was the only room left, I feel like it would have been nice to have been informed of this fact at check-in, and to have received an apology for the inconvenience, and to have received an offer to be moved to a new room the next day if possible. Later on the day of arrival, we did speak to the person that checked us in to the hotel to ask if we could be moved to a new room the next day. She stated that she would attempt to accommodate our request. The next morning, the same person was not there so we asked another person if we could move to a new room. It did not seem that any notes were left regarding our request from the previous day. The communication seemed to be very poor. In the end, we were provided with a new room, but it was a hassle as we had to re-pack our things once again. (We were at the end of a 3 week trip and were sick of re-packing). To make things worse, we were informed that we should just call to ask for help moving our bags once we were done re-packing. We did just that, but ended up waiting a long time with no one showing up to help us so we ended up moving our things on our own.
I was also disappointed with the concierge service that we received. On our day of arrival, we asked for restaurant recommendations nearby. The person did not seem to know what to recommend. The place that we ended up going to that she did recommend ended up being closed. So we ended up choosing a random place nearby and were disappointed with the meal.
Regarding Cafe Gray - The majority of the staff at the restaurant were excellent and the breakfast was very good. However, on our last morning there, we arrived for breakfast and were led to our seats and given our menus by a person who appeared to be the manager of the restaurant. After seating us, he seemed to frown and hesitated before giving us our menus. He then asked us if we wanted any coffee or juice. I answered, "2 coffees..." and he turned away from us immediately afterwards before I could even finish my sentence. I had to get his attention to order the orange juice that I wanted in addition to the coffee. Okay, so I just thought to myself, maybe some people are just not very friendly and talkative. However, as we were eating our breakfast, a celebrity was seated next to us. This same manager was sure to stop by his table and had a whole conversation with him! I definitely felt like a second class citizen.
Regarding the location - The location is fine if you have your own car or plan on taking a taxi everywhere. However, the location is not very convenient if you plan on using public transportation. The hotel is located somewhat up a hill. One day, we decided to ride the trolley back to the hotel since I could see from our room window that there was a stop very close to the hotel and the trolley is just fun to ride. After getting off of the trolley, we ended up walking the wrong way and ended up way too high up on the hill. We eventually did our way back, but we ended up having to walk down some stairs in a dark area through some woods...it was not a good experience
Just to end on a good note...on the day of check out, we stored our bags at the hotel for the day since we had an evening flight. When we came back to pick up our bags, I was informed that one of my shopping bags was falling apart. I had not even noticed this. I was offered a tote to put my bag in, and that was a very nice touch. However, it did not make up for the rest of the stay, and I do not plan on staying here again in the future.
- Official Description (provided by the hotel):
- The Upper House is a highly individualized small luxury hotel designed by Hong Kong architect Andre Fu. The hotel’s 117 rooms (including 21 suites and 2 penthouses) start at 730sq ft – the largest in Hong Kong. They feature wonderfully spacious bathrooms and dressing areas, and offer either scenic harbour or island views. Calming and contemporary, the rooms are designed to provide a sense of relaxation, warmth and understated luxury. ... more less
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- Also Known As:
- The Upper House Hotel Hong Kong
- The Upper House Hong Kong