The front desk for Upside Waterfall and the adjacent Waterfall Hotel are separate, though they are in the same building. Upside Waterfall occupies two floors. Let me start with the positives: the newly renovated rooms have excellent amenities and are quite spacious. The river view rooms offer a great view of Elephant Trunk Hill and the Twin Pagodas. The location is also very convenient, with Elephant Trunk Hill and Jingjiang Prince City about a 10-minute walk away. The 24-hour butler service is very responsive; they even sent us a video of the room type for confirmation before check-in and arranged all our requested room adjustments before we arrived. Throughout our stay, the staff were all very friendly and greeted us proactively. In addition to welcome fruits and a mini-bar, we also received small nuts as part of the turndown service.
Now, for areas that could be improved: during our stay, we mostly ordered afternoon tea and in-room dining from the hotel. The in-room dining menu had very limited options, though fortunately, the rooftop restaurant allowed us to order there and have it delivered to our room. However, on the second day of our stay, during the National Day holiday with high foot traffic and rain, Upside Waterfall's own afternoon tea lounge had very limited indoor seating and was also open to the public. With only two staff members and one cleaner, it was severely understaffed. After inquiring, we learned that afternoon tea could not be delivered to the room, so we sat for a long time without being able to place an order or enjoy afternoon tea. Eventually, we had to call the adjacent Waterfall Hotel's afternoon tea lounge and restaurant ourselves to ask if they could deliver in-room dining. Only after their staff confirmed it was possible did we get our afternoon tea and dinner. During peak periods like National Day, especially since Upside Waterfall's restaurants are not large and are open to the public, I suggest proactively expanding their in-room dining service options to give guests more choices.
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