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“Terrible staff, worst place I've stayed in whole trip and overpriced”

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Smiley Hotel and Guesthouse
Ranked #98 of 318 Phnom Penh B&B and Inns
Liverpool, United Kingdom
Level Contributor
18 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“Terrible staff, worst place I've stayed in whole trip and overpriced”
1 of 5 bubbles Reviewed August 11, 2013 via mobile

I can't even begin to explain the amount of hassle this hotel ended up giving us for such a short period time.

This was my boyfriends and my first time to Phnom Penh and arrived at the hotel late at night. The room was nice, large and with a balcony, which for $20 between two of us was ok, although more than what we wanted to pay, we paid the extra for air con.

That was the only good night we had here, after that it was problem after problem.

The staff are rude and unfriendly and unhelpful. We needed laundry doing after weeks of travelling in Thailand and India and paid $4.50 for what we had. We were told by the girl on reception to put it in the basket she gave to us, paid her, and were told it would be ready by the next day. At the same time we organised our Vietnamese visa as the guidebooks recommend you do it with your guesthouse. We were told by her that we had to give her the exact date of when we would be arriving into Vietnam as we would not be Able to use our visa before or after the date we have her. We paid her upfront and left. When we received our washing the next day there were green stains on everything. We tried to wash the stains out ourselves to no avail and realised that the stains were actually caused by dye off of something else. We took the washing to reception and showed the girl our clothes. She looked at them and was as shocked as us at the stains on everything. She spoke to another girl who seemed to work there (but was sat on Facebook on her computer). An argument ensued between them in Khmer as the girl on Facebook looked at us and rolled her eyes. The girl with our clothes then said that this girl had washed them and that it was 'our fault' as no one else's washing had these stains. We had to argue with the girls until they agreed to rewash it all.

The next day our washing cane back with the same stains. We asked to speak to the manager and was told the manager was not available and again after much spoken between the staff in khmer were told it was our fault and were shouted at.

While staying here we had re yes bikes from a local company and had locked them up the 'parking area' outside. After putting our laundry in our room we went down to get out bikes that we had locked up to go to dinner in the main area which was very far away. We found our bikes locked with a second lock to a large bar stool next to a bunch of hotel staff sat round eating. When we asked them who the second lock belonged to we were told 'maybe our boss'. One guy laughed at us and said "ha ha ha maybe now you have to get tuk tuk eh?" Then they continued with their conversation. I went inside to get the manager to be told the manager was not available. I explained about the bikes and a gentlemen who worked the nights huffed and got a cup of keys and bought them out to the bikes. We stood there as he tried what felt like a million keys to find that none if them worked and were told "you have to
Wait, I don't know who has the key" We explained that we needed our bikes to go to dinner and were met by shrugs from the night staff and laughs from the staff eating. Infuriated we asked where the manager was and when they would be in and told them if the chain wasn't removed by the time we had to take the bikes back to the rental shop the following morning, we would be breaking the lock ourselves and their stool.

The following morning we obviously checked out at the first opportunity to go elsewhere. We asked for the manager. The manager was there. We told her about our clothes and showed them to her. She spoke in Khmer to the staff and again after some arguing between themselves she said "the girl says this is your fault". We couldn't believe it. When we asked how it was possibly our fault, she pointed and said you must have had something in the washing that did this so it's your fault. We told her she was unbelievable and td her to give us our money back. My boyfriend handed her his dyed tshirts and told her to throw them out as they were ruined and she laughed. She said thr girl will pag as its her fault
And gestured for the staff member to pay. Again they argued and She then have him $4. We said it cost us $4.50 and you should be giving us at leafy that got our ruined clothes. She laughed again and said "no no this is fine". I told her it wasn't and she gave us another fifty cents.

We then told her to
Unlock our bikes or we would remove the lock. Again she laughed and said "it's fine, it's fine" and took a few set of keys out to try. As she did this we explained to her that because the bikes had been locked up the previous night, we had to walk for 40 minutes to go to dinner. She simply replied "why didn't you must get tuk tuk?"

After we left we also found out that we could, infact, enter Vietnam early but not late.

I would never recommend staying here to anyone. We me we once received an apology for either our laundry or the bikes, and were constantly treated like crap. Awful hotel run by an awful woman with staff that have been trained in an utterly incompetent manor.

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank minimeanderer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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51 reviews from our community

Traveler rating
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    3
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4
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Rating summary
  • Sleep Quality
    4 of 5 bubbles
  • Location
    3.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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london
Level Contributor
100 reviews
97 hotel reviews
common_n_hotel_reviews_1bd8 127 helpful votes
4 of 5 bubbles Reviewed July 15, 2013

We stayed at smiley all 3 times we were in Phnom Penh because we knew what we'd get: decent price, good room, friendly staff. $20 for a decent sized room that is clean with air con is a hood enough deal in Phnom Penh. The only downside is the location as most tuk-tuk drivers don't know the street and it takes 5-10 minutes to get anywhere (not a very big problem).

I'd recommend it to anyone staying in Phnom Penh

  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank JolyonBird
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
53 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
4 of 5 bubbles Reviewed July 1, 2013

We had there a room for two nights, absolutely o.k. I think you wont get better value for money in PP. The area around is "local" this means its not like close to the river or in the "golden area" full of tourists and tourist restaurants - this gives you the chance to have local contacts also. Anyhow to move you alway may take a tuk-tuk, so not a real shortcoming.
Beds were made and new towels and water was set the next day, not usual in places like this. People took care of us, so nothing else to complain about.

  • Stayed June 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Stefan L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
33 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
4 of 5 bubbles Reviewed May 15, 2013 via mobile

We had a twin room for $15 a night. The room was clean, with a/c, hot water, fridge and decent size tv. It was good value.

The hotel is slightly outside of the main backpacker area around the riverside, but for me this was a good thing as it was cleaner, quiter and altogether more friendly.

The riverside is a 5 minute tuk tuk ride away and the more upmarket BKK neighbourhood is walking distance.

Lots of tuk tuk drivers outside the hotel at all hours, and although they can be a bit pushy offering killing fields tours, they are useful and good value.

All in all I'd stay here again if I go back to phenom penh.

  • Stayed April 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Luke850
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hamburg, Germany
Level Contributor
51 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
4 of 5 bubbles Reviewed April 8, 2013

Stayed for one night in a clean and spacious room. The hot shower has a really good water pressure. Still, the hotel is a bit off downtown Phnom Penh so you'll have to take a Tuk-Tuk ride of abut five minutes to dive into the nightlife and get back rome.

  • Stayed December 2012, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank andreoz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wien
Level Contributor
31 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
4 of 5 bubbles Reviewed April 3, 2013

smiley hotel offers the best value for money single room with bathroom that you can find, its only 6$ for a small, but very clean fan room. however the staff is a bit unprofessional and slow. it happend already two times, that someone from the staff came into my room without knoking and without excuse or reason given, so always lock your room aslso when you are inside. the restaurant is quite okay, but you get better food down the street.

  • Stayed March 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank chrigscha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Edmonton, Canada
Level Contributor
84 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 74 helpful votes
3 of 5 bubbles Reviewed March 10, 2013

Ok the standard rooms are decent enough. We had a room where the hose and shower hose leaked. They fixed the spray hose but did not fix the shower hose. It makes using the facilities very unenjoyable in the middle of the night when the floor is wet not to say how unsafe it is on tile floors. The family who own the hotel are friendly and helpful. the non family members can be a bit less honest if I can say that. Their advice and assistance is not quite on the up and uip. The delux rooms on the sixth floor are very nice. All in all it is good value at this hotel.

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank dabblanc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Smiley Hotel and Guesthouse

Property: Smiley Hotel and Guesthouse
Address: #37 Corner St 125-242, Sangkat Vial Vong, Khan 7 Makara, Phnom Penh, Cambodia
Location: Cambodia > Phnom Penh
Hotel Style:
Ranked #98 of 318 B&Bs / Inns in Phnom Penh
Hotel Class:2.5 star — Smiley Hotel and Guesthouse 2.5*
Number of rooms: 45
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