“Not a good experience. However, there is room for improvement.”
To the attention of the owner:
I have eaten breakfast at your accommodation about a month ago. My girlfriend, named on tripadvisor as: ‘’sonnenkind8’’ wrote you a review on the 19th of June.
Honestly, we had a bad experience when we came to eat at your place. We searched on tripadvisor for a good place to eat, and fast enough we came across your restaurant because of the many excellent reviews. Therefore our expectations were quite high.
We arrived at your restaurant where we were seating by a small, young Cambodian lady that seemed like she has not worked for a long time at your place. She seemed a bit nervous, or perhaps she did not have a good day. I asked for a hot cheese/ham sandwich. I explained her, several times, in a very polite way, that I really want it to be served hot, since I am not a fan of cold breakfast. I noticed that she has trouble understanding English, so I explained it in several ways like:’’Hot-hot, very warm, I even made the gesture that I was burning my tongue’’ She had to smile a bit, and said that she understood it. Once the food arrived which was actually about 30 minutes later, the sandwich was cold. I asked for it to be hot, and that is when the service manager came in, she luckily could understand English, and she took back my sandwich and returned it hot to me, like I wanted. The sandwich tasted all right, nothing special really, but I also did not expected much since the price was moderate. The food of my girlfriend was actually not that nice, and her eggs were also cold, oh well…
However, the real reason I am writing this review now, is because my girlfriends (as said before, registered under sonnenkind8, wrote a review on the 19th of june), got accused by you as being a: ‘’fake person who is posting terrible reviews that bear no resemblance to reality’’. That is quite a statement you make there, without any proof or whatsoever.
Then you directly justify your statement by saying that: ‘’These are the first terrible reviews that karma is receiving in almost 3 years’’. To be honest, I could definitely understand why people give it a terrible review, I personally will review it as poor, but it was close enough to terrible. Perhaps, it is time to make some changes in the staff, perhaps your restaurant is not as good as it used to be, but to directly judge all people that wrote reviews lately as being ‘’fake’’ was very unprofessional.
To make it even more extreme, you judge my girlfriend because she only has written two reviews. I also have not written a lot of reviews, but that does not mean that we are not as important, or that our opinion does not count as much as someone who has written reviews for a long time. Once again misjudged in my opinion.
Then your last statement about my girlfriend: ‘’ We feel this speaks for itself and shows these ‘Terrible’ reviewers for the fraudsters they are.’’ Sir, that is just impolite and very rude.
This also totally contradicts itself from what you said next in your response: ‘’We fully appreciate we are not perfect yet we try our best and we very much welcome, and act upon, constructive criticsm based on reality’’
I hope by written this review, that you indeed will do that. I do not judge you as a manager, but I hope you will take some time to investigate/inspect what could have been done to avoid this bad experience me and my girlfriend had at your restaurant. I have provided you with constructive criticism and when I will visit Cambodia next year, I definitely will visit again, I also would be more than happy to speak with you once I am there.
Finally, I do respect the fact that your restaurant has given aid to poor Cambodian woman and to give them a chance to have a better life, by having a job at your restaurant. Therefore I hope you can improve, what needs to be improved and keep providing these Cambodian woman a chance to escape poverty.
Thanks in advance.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 9, 2013
Many thanks for your lengthy and polite response which is in marked contrast to your girlfriend who wrote, ‘We were already so pissed and our horroble waiter was sitting next to us the whole time she was even to lazy to get our orders!!! I never saw such a unprofessional service in my whole live!’, this certainly is an aggressive, impolite and rude way to write a review and in stark contrast to your review tone. When we see such aggressive reviews which are so out of line with what I see on a daily basis then yes we do get a little defensive. You question my use of saying her review bore no resemblance to reality stating I say this ‘without any proof or whatsoever’. My proof is the feedback we receive on a daily basis and the number of regular and returning customers we have, in addition if our service was consistently poor 83% of our TripAdvisor reviewers would not ‘Recommend’ us. Indeed, since your girlfriends ‘Terrible‘ review we have received 7 reviews, 6 ‘Excellent’ and 1 ‘Very Good’, I feel this speaks for itself. Perhaps it was just a coincidence / bad timing but as explained in my response to your girlfriends review, having never received any ‘Terrible’ reviews within a week we received 5 of them which were written by friends of a competitor restaurant. After TripAdvisor investigated all these ‘fake’ reviews they have now been removed. I apologise if indeed you girlfriends review is genuine however perhaps she should be more polite with her reviews and provide constructive criticism such as you have. Ultimately, different people have different tastes and expectations so, although we try, it is not always possible to please everyone, and we are disappointed that you did not enjoy your experience with us. You mention you will visit Karma again, which is rather surprising after your negative dining experience and stating you can ‘understand why people give it a terrible review’, even more so as there are many other restaurants to choose from in Phnom Penh, however we look forward to welcoming you back.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.