I arrived at The Quay at 8pm to check into my room after a long day travelling across Cambodia. The receptionist let me say goodbye to my driver knowing that I had no room at the hotel. Five minutes later he eventually informed me of this. "The room you were due to stay in has a fault in the bathroom. We cannot fix it today and there are no other rooms". How long had you known there was a fault I asked. Since 2pm today. Why did no one call me or email me to let me know? No answer and no apology.
He then tells me he has arranged a room at a partner hotel. I asked for the details / website of the hotel, none of which he had to hand and spent another 10 minutes calling and scrambling for. Whilst the replacement hotel looked nice. It was less than the price of the room that I had requested at The Quay, over a mile away from where I wanted to be and not as premium. I asked him to look for another hotel. I was presented with 2 choices. One acceptable, one looked like Basil Fawlty would have felt right at home. What then became apparent was that The Quay had absolutely no intention of paying the difference for a more expensive room. I asked to speak to the manager who had disappeared for the evening leaving a sweet but inexperienced boy with poor English in his place. He sheepishly called his manager. Well, I've never had such a displeasure to speak to anyone in my life. He had no intention of making any effort to make my trip more enjoyable nor offer anything in the way of an apology. If that were my hotel manager I would have fired him on the spot!
I eventually settled for the first replacement hotel, more because I wasn't getting anywhere arguing. During the fun and games I had ordered a drink from the receptionist (who had offered me one) but hadn't had a chance to finish it. As I left the building they came running after me asking for money for the drink! Suffice to say I didn't pay.
The whole experience bittered what had been an incredible week long trip around Cambodia. I know Cambodian's can do hospitality because I have had it in abundance everywhere else I have stayed. I would highly recommend La Rose Hotel and Spa instead. This hotel couldn't have done more for me.
- Official Description (provided by the hotel):
- The Quay Boutique HotelChosen by Travel + Leisure Magazine as one of its favorite green hotels, this property in Phnom Penh is a fusion of tranquility and innovation. Located just steps away from the vibrant riverfront, the hotel is a short walk from the National Museum, the Royal Palace, the Silver Pagoda, and quaint streets dotted with charming cafes, designer shops, and art galleries. The hotel heats its water with solar power, recycles its waste water, and uses energy-efficient lighting. Each of the sixteen guestrooms feature minimalist design combined with modern amenities for a convenient and comfortable stay. The exquisite on-site Chow Restaurant offers Southeast Asian dishes to delight the palate. The Quay Boutique Hotel provides a tranquil and relaxing stay for all guests. ... more less
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- Also Known As:
- The Quay Hotel Phnom Penh
- Quay Phnom Penh
- Quay Hotel Phnom Penh