Dear Baol_12, many thanks for taking the time to write a review of your recent stay at the Ohana Phnom Penh Palace Hotel, your feedback is very much appreciated. I apologise for the delay in replying as I was very taken aback by your review and I needed to fully investigate it. Whilst not disputing you review there are certain parts of it that sound very strange. However please let me start by apologising for the poor level of customer service you feel you received. I accept that it is possible that you had to open the hotel entrance door and carry your luggage to the Front Desk yourself if the Bell Boys were busy assisting other guests at that time. However, having to walk to your room alone and not realising breakfast was included in your room is strange, as is not being aware the hotel has a restaurant. You mention ‘they gave me cards’, I assume this was the keycard holder and the ‘Mini Guide and Map’. As part of our standard checking-in process all guests are handed a ‘Mini Guide and Map’ and have it explained to them. Amongst other things this guide clearly states the hotel has a rooftop restaurant and shows what time breakfast, lunch and dinner start / finish. When handing guests the keycard holder, the keycard holder is in an open position and the Front Desk staff explain and show that as well as the keycard there is the WiFi password and the required breakfast vouchers. I am not aware of how you made your booking with the Ohana but all of our room rates include breakfast, we do not provide rooms without breakfast. The checking-in process finishes with the staff asking if you would like assistance to access your room. If yes, a Bell Boy is called to assist, if yes, but the Bell Boys are currently assisting other guests you would be asked if you would like to wait until a Bell Boy is available. As mentioned, the restaurant is located on the rooftop, the rooftop is a strong selling point of the Ohana as it offers some of the best river and city views in Phnom Penh (it is a shame you apparently missed these views), in addition there are promotional signs in the Lobby and elevators highlighting the restaurant’s special offers. As such it is strange that over 3 days you were totally unaware of the hotel having a rooftop restaurant. Finally as for the umbrella confusion, I apologise for this, indeed we do provide a guest umbrella lending service, thus I am not at all clear as to why the night time reception staff informed you that borrowing an umbrella was not possible. Thanking you once again for your stay at the Ohana Phnom Penh Palace Hotel and we wish you all the best for your onward travels.