Industry Q&A: Marcel Thoma, General Manager of The Upper House, Hong Kong

Clients looking to unwind after a long day of work — or play — should look no further than The Upper House, a luxurious sanctuary located in Admiralty, Hong Kong’s bustling business district.

The five-star hotel has TripAdvisor users raving about the property’s tranquil ambiance, superior service and spacious rooms. The Upper House is one of four properties in China belonging to The House Collective, a collection within Swire Hotels. It reflects the liveliness and modernity of its busy surroundings while also providing an intimate haven. We chatted with Marcel Thoma, general manager of The Upper House, about what makes the hotel so special.

Who are typical guests of The Upper House?
We attract a very diverse audience of both corporate and leisure guests; our business-to-leisure ratio is approximately 50-50. Our clients are well-traveled and high-profile creatives, designers, entertainers and finance specialists. One of our hotel’s greatest strengths is the ability to cater to guests from diverse corners of the world, from different age groups as well as cultural and professional backgrounds.

What kind of experience can clients expect from a stay?
Every person who walks through our doors is special, and we aim to provide them with personalized service each time they visit. Once we get to know them, we can tailor everything, from the kind of restaurants and bars we recommend to their turndown amenities and the surprise gifts we leave for them. There is no one-size-fits-all or “standard” experience.

Renowned designer Andre Fu helped create The Upper House. How has his design shaped the property’s atmosphere?
The design changed the perception of luxury hotels for the industry. Luxury hotels used to be very busy and large. With The Upper House, Fu has created an environment that is very comforting and private. We believe that less is more, and our atmosphere is more of a home than a hotel.

What sets The Upper House apart from other luxury Hong Kong properties? 
We try to make our guests feel like The Upper House is their home away from home. We are a small, 117-room luxury hotel without the restrictions of a big hotel chain. Thus, we have the flexibility to collaborate with interesting partners to curate experiences that best fit our clients. While we pride ourselves on highly personalized service, our brand culture also encourages us to be spontaneous and showcase our personality. As a result, the long-lasting relationships forged between team members and guests result in strong repeat business.

What may surprise clients about the property?
The Upper House has the largest entry-level room in Hong Kong, measuring 730 square feet. We also have a great wellness offering. While we don’t have a dedicated spa facility, we offer a range of in-room treatments so that guests can enjoy a relaxing bath in the expansive, spa-like bathroom and a rejuvenating massage in the privacy of their room. The hotel hosts weekly complimentary group yoga and energy classes on The Lawn, our rooftop garden. We also take advantage of the nearby greenery with our jogging group — visible on social media through the hashtag #TUHRunningClub — during which our team members lead guests on a run along scenic Bowen Road.

What are some must-see spots or hidden gems near the property?
Asia Society is an art and culture hub that hosts wide-ranging events, exhibitions and screenings. Tai Kwun — a former police station — is a newly opened center for contemporary art, performing arts and historical exhibitions. Nearby Starstreet Precinct has some great boutiques and eateries. Victoria Peak — a common lookout point at an elevation of 1,811 feet — is accessible via a 20-minute walk to The Peak Tram, which takes visitors to the lookout by cable railway.

The Details
The Upper House
www.upperhouse.com