I didn't get to stay in the Lucky Star 2 hotel as they gave my room away to someone else who hadn't booked. Even though I had already paid for the room a week ago. This review is for the Lucky Star 1 which they transferred us to so I feel is an accurate reflection of Lucky Star 2's service and company.
My friend and I had left our luggage there earlier in the day which was just placed against the back wall of the lobby so we took all our valuables with us. They still have my room away!
I have been in Cambodia for 3 weeks so have stayed at a few hotels. Some at $35 per night, and some at $10 per night. The Lucky Star 2 should have been mid range, but I guess I will never know.
There seem to be 3 Lucky Star hotels on the same stretch of road. We arrived at the wrong one where the staff didn't speak English and so they just pointed to the right. We assumed this meant we needed to go next door. But the Lucky Star 2 was actually down the road, across another street. Really not far to walk unless you are laidened with a heavy backback which we were when the Lucky Star 2 advised they had given our room away. They told us to go back to the hotel we had just come from as they had room but we were not offered a tuk tuk despite our luggage.
We were supposed to get a superior room with balcony, mini bar, hot water, wifi, air con and sofa. We had none of these things as the hot water, wifi and air con were broken and the room was definitely not superior.
Someone knocked on our door which we answered within 5 seconds. There was nobody at the door when we answered, and the only people around were hotel staff who were all staring at us. I think they knocked to have a look at the white people as they rudely stared and did not reply to my Hello every time we left the room. We expect this on the street but not in a hotel.
There were people smoking all around the hotel and cigarette butts on the floors.
We went to complain about the room but reception don't speak English and just pointed to the hotel across the road (which is also a Lucky Star!). We asked if what she meant was for us to go there and she nodded.
So! We packed our bags and went to leave the hotel but the staff called us back before we crossed the road to ask us where we were going! Turns out, that the pointing woman meant that amenities I had asked for were available across the road but that they had no a available rooms.
They called an English speaking woman over from the hotel who said that this was the only hotel we could stay in and we could not have a refund. We were clearly annoyed with this so she she took us to the hotel across the road where we met the only redeeming feature of this company. A man who spoke brilliant English and who apologised for what had happened. He even offered us his Internet dongle. But after a few phone calls he confirmed that he could not offer us anything else. He did give us a refund though and also made a call to another hotel (Hang Neak Hotel also has a review from me) in order to book us in.
So $5 out of pocket after tuk tuk to new hotel and the extra cost of the new hotel room, and 1.5 hours later we were finally able to go for dinner!
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