This was my third visit to SR and by far the best hotel I have stayed in here in SR. I always choose 5-star properties because I want my vacations to be without any headaches. The Victoria totally delivered without fail. Except for one issue - the swimming pool and restaurant area was full of wild cats. One of these bit my wife while she was having a drink and talking to my son. It was totally unsolicited and a shocking surprise. We found out the same evening that these creatures had scratched several other hotel guests. It ended up costing me $500 in doctor's costs for rabies and tetanus shots.
- Staff: With very few exceptions the hotel staff was excellent. Very friendly and always ready to help with a smile. In the restaurant, the waiters were particularly mindful of the kids' nut allergies. At the pool, the staff played football with all the kids.
- Pool: Beautiful pool. Located in the center of the hotel, it was completely quiet and gave the illusion that you were miles away from the city even though the hotel is located only a km or so from the city center.
- Rooms: Wonderfully appointed with wooded floors, nice balconies, and very comfortable beds.
- Ambiance: The overall hotel was decorated in what appeared to be a classical Thai/Vietnamese/Cambodia/Laotian style with dark wood, lots of water, as well as with classic old elevators like they used to have in very old buildings in Amsterdam or Paris.
- Wildlife: Yes, they had four crocs in a glass case that the children could feed twice a week. And thousands of fish in the various ponds and pools in the hotel lobby.
Check-out: They allowed us to keep one of our rooms for a late 6pm check-out because our flight was scheduled for an 11pm departure. Additionally, when our return flight was delayed by 12 hours, the hotel kindly held our room until we knew for sure when the flight would leave.
- Feral cats: As mentioned, these cats roam around the hotel terrace and restaurant. Some tourists think this is cute. But one of the cats bit my wife so I didn't think it was cute. When we advised the hotel staff and asked to speak to the manager to ask if the cats were indeed wild or belonged to the hotel with the proper vaccinations, the staff was absolutely clueless. They thought we were asking about whether the cats were fixed!! We ended up having to call SOS (our insurance carrier's emergency medical support). The doctors strongly recommended to have the appropriate rabies shots administered within 24 hours since cats biting without being harassed is unusual behavior.
- Tour booking: We had booked a 5am sunrise tour but when we appeared at the hotel entrance at 4:45am, it turned out that they had forgotten to book the tour. Yes, seriously.
- Rooms: While the rooms were generally very good, the bathrooms were getting old. The toilet was in the same room as the rest of the bathroom which nowadays is not the case in 5-star hotels. The bathtub was small and narrow and functioned as the shower since there was not a free-standing shower. The toilet seat was old and stained. It was clean, just stained. They should simply have replaced the toilet seat.
I would highly recommend this hotel because it was priced well and delivered on almost all aspects of 5-star luxury. Money spent here goes a much longer way than other SR 5-star properties.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for having stayed with us and for having stayed with us.
I would like to address the one issue that you were most unhappy about, the feral cats:
Regrettably, Siem Reap is awash with feral cats, there are thousands of them. When I first arrived here almost five years ago, there were already cats present. They gave birth to kittens very few weeks and the staff's solution was to round them up every few months and dump them on the next Pagoda; a Pagoda that was already swamped with cats; thus not an ideal solution. Though I do love animals, I did contemplate at one stage to have them killed. This would not have worked for two reasons: my staff baulked at killing them (Buddhism) and cats from the outside would have quickly replaced those cats killed.
Thus, the only solution I could come up with was to first of all have all the cats neutered and sterilized. At the same time, the cats were cleaned up and vaccinated against, among other things, rabies. I know this is still not a perfect solution for someone that does not like cats but at least we can now manage the number of cats (there are three) and it is as safe as it can possibly be. To be honest, your wife being scratched is only the second incident I know of and the first unprovoked incident (the first time involved a young boy that pulled one of the cats' tails).
I do, of course regret your wife being scratched but I do really not know what else to do. I have lived and worked in third-world country hotels most of my life and had that issue with cats everywhere.
I do agree that the rooms are beginning to look a little dated, this is why we will close the hotel for a month next June to give them the necessary upgrade.
I do apologize for the front office having forgotten to book the tour. I will certainly follow up and find out what happened as that is totally unacceptable.
Once again, thank you very much for your detailed review. Reviews like this certainly help me in our endeavor to constantly improve our products and services. i do gather that overall you did have a great stay and I would really be pleased to welcome you again in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.