The Upper House

The Upper House was the perfect choice for our Hong Kong trip to celebrate our wedding. The service, as always, was flawless—every detail was handled with care and precision. Dining at Salisterra was a delight. This exceptional experience ensures that we’ll return here whenever we visit Hong Kong. I highly recommend it to anyone seeking impeccable hospitality and unforgettable moments. Thank you to all the staff who continue to make TUH memorable and make us feel at home.

An amazing experience from start to finish. Fantastic smooth check-in, tour of the facilities and settled in easily. Afterwards a very quiet room experience with amazing view. One of the best bathrooms I have ever encountered! The restaurant was fantastic, compliments to the whole team. I will definitely be back!

The UpperHouse front desk team are always friendly and helpful - The housekeeping staff does a great job each time. Always a lovely experience at UpperHouse. Always a comfortable experience and great for families or any occasion, lovely location. The staff makes the experience so wonderful.

I stayed at The Upper House for two nights in early December, and while there were a few positives, the overall experience was disappointing and didn’t meet the high expectations I had for a hotel of its reputation and price point. The airport transfer was seamless and very well-organized, which made for a great start to the trip, but unfortunately, things began to go downhill after our arrival. Before the stay, the staff was quite responsive to emails, and their efficiency gave me high expectations for the overall experience. However, several issues overshadowed these initial positive impressions. During the early email exchanges, I was misgendered despite having clearly stated "Mr." at the time of booking with my travel agent. Initially, I was addressed correctly, but after I mentioned my husband, I was referred to as "Ms." I tried to correct this several times, but it was only resolved after I insisted one more time. This lack of attention to detail felt dismissive and unprofessional. Sleep quality was another major disappointment. Despite requesting memory foam pillows, we were only provided with standard foam ones, which lacked the comfort we needed. The air conditioning was also inadequate, as the lowest temperature setting was 21 degrees, but it felt much warmer, leaving the room stuffy and uncomfortable. So we barely slept for two nights, which significantly affected our stay. The condition of the room also left much to be desired. Some of the furniture showed visible signs of wear and tear, such as scratched fabrics on the bed with exposed foam, and a couple of USB ports by the bedside were non-functional. Another surprising issue was with the turndown service. The staff entered our room while we were having breakfast upstairs, even though they should have known we were about to check out that day. We had already informed the hotel of our planned noon departure. For a property that emphasizes personalized service and attention to detail, this was quite disappointing and felt unnecessary. Another significant issue was the dry cleaning service, which caused a few threads to come loose on a mulberry silk polo shirt I had purchased less than a month ago. And I only found out after I had checked out. This was simply unacceptable. Additionally, we were neither offered an upgrade nor placed on a high floor, despite it being one of the perks of booking through my travel agent. I later checked that better rooms were available during our stay, but the hotel never proactively mentioned this, which was disappointing and not reflective of the level of service I expected. What stood out most was the stark contrast between this experience and my stay at the Four Seasons Hong Kong during the same trip. Despite being a much larger hotel, the staff at 4S consistently remembered our name and room number throughout the stay, making the service feel truly personalized. In comparison, the staff at The Upper House didn’t seem to know our names or even which room we were staying in, which I found surprising. For the price I paid and considering its ranking as one of the top five hotels in the world, I expected impeccable service from start to finish, and I didn’t get that. While there were some good aspects, such as the smooth airport transfer and efficient email correspondence before arrival, these were not enough to make up for the numerous shortcomings. Overall, my stay fell far short of the standards I anticipated from a hotel of this caliber.

The people always made us feel like it was our home with warm welcome. The room was extremely spacious compare to other hotels in Hong Kong and the service was top notch for sure. They try their best to fulfill the clients’ needs with kindness.