I am giving the Privilege Floor four stars, based on the merit and effort of its staff. The hardware is far from an international five star hotel. It is not a separate hotel as the web site would suggest. Instead, I would consider the Privilege Floor, the executive floor of a run-of-the mill tourist hotel, the Borei. The differences are separate check in and a lounge facility where you can have breakfast and evening cocktail. Otherwise, all other amenities are shared with the mass.
The stellar aspect of the Privilege Floor is its staff. I agree with the other reviews that the pick up service is superb, especially after going through the snippy bureaucracy of the custom and immigration personnel. Visa on arrival is as follows: you first go through the ugly attitude of an agent who is responsible to collect $21 USD. Then, you stand in line for ten minutes, observing ten separate agents to stamp and sign your (one) visa. Alex received us outside the custom and he was as personable and nice as possible.
It was a bit of let down arriving at the hotel; the entrance was under construction and it took a bit of snaking around a long corridor and up a lift before we could check in. The lobby was basic, as well as our room. The room was clean, had comfortable bed and furniture, but amenities sparse; the closest analogy I could use is a very well maintained motel. There is rolling black out @ 2000 every night. Toiletries were left at the hotel.
We had a passable breakfast the first day at the lounge on the fourth floor; we saw cows grazing and beautiful tiles of the adjoining houses. There is a buffet selection of pastries and cereals, and egg dishes were made to order, a la cart. The next day, we tried the main dining room and I would not recommend it. The coffee was dish water quality, but it was served with genuine smile and care. Up the four floors we went and had our caffeine fix.
We tried the spa and booked a two hour package, and all I could say is that we wanted to hop off the table after the first ten minutes. Other plus is the laundry service that is included in your bill. The highly touted evening hour with unlimited alcohol did nothing for us as we are dry folks. However, I could see the joy of alcohol after a day in the sun.
We chose to stay a the Privilege Floor based on all the stellar five star reviewed; we intended to have a little hide away, great massage and good food. We weren't expecting the large tour groups, shared lifts and substandard coffee. It would have been okay if the establishment is advertised as a three star as oppose to a five star hotel. I guess I had the expectation of something on par to a Mandarin Oriental or the Peninsula.
I have great difficulties writing padded reviews and I apologize to the fantastic staff of the Privilege Floor. These folks work extremely hard, always smiling and always obliging; I would give them a billion stars for their efforts. However, the facilities, the amenities and the other hard wares are simply not up to par with other five star hotels of the world.
My personal tip: don't bother with the local currency, everything is calculated in USD. Bring a wad of USD and start passing out around the temple.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
On behalf of the resident host team at the Privilege Floor - the billions stars - Cambodian young talents, and the entire management team, I would like to sincerely thank you for your constructive feedbacks and its detail. We do appreciate your time and your kind gesture.
If I may share, we have no control over the visa procedures: The government has been working hard to improve the public services in all areas in order to provide good services in such a fast growing industry. One of those is visa on arrival; in particular you did not like it as the first impression. I do HOPE that the government hear us out. What I know is that they have been working hard and tourism has been giving the priority. Likewise, the Siem Reap province government is working to improve the electric supply as the demand grows in such a historical and beautiful town.
We are very sorry to have learnt that our standard facility and room amenity did not meet your personal expectation and taste as compared to others renowned properties. We have not been resting yet, and our team are working hard to earn that recognition one day in near future.
I am most delighted to know that you have enjoyed the warm, the friendliness, the big smiles, and the attentiveness at all time from all our folks. I could humbly say that those are the unique qualities that the young and new generation of Cambodian talents got to offer to all the visitors.
On the other hand, we feel very sorry that you were not able to enjoy our privilege floor breakfast and freshly brewed coffee.
It is very rare that our privileged residents did not enjoy food quality as well as the variety selections. With the concept of the healthy trend, we do not display any hot dish; but all are a la minute made when ordered from selective menu and personalized served to our residents. I am glad that you were able experience and enjoyed the wonderful full buffet breakfast at our sister property restaurant, Bore Café, where it is opened for the public.
I wish to share with a story of a world-renowned hotel group CEO who never had a good cup of coffee until he explained. Hopefully, you would give us the second opportunity to serve you; and services will be conducted by the individual whose care is genuine with smile always.
Once again, a part from the incident I trust that you have enjoyed your visit to the Kingdom of wonders, and the good memories will keep you smiling for a long time and in years to come.
Nara Thon, VP of Guest Experience
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.