Firstly, before launching in to the many disappointments of our stay at The Governors' House, I would agree with many of the other reviews that this building is beautifully restored and exactly what we had hoped for from a 5 star rated French colonial style property. The owner (and interior designer) of this property clearly has a flair for design and has spared no expense in restoring this property. Unfortunately, he has clearly failed to move beyond phase 2 of the business plan - phase 1, create a stunning hotel, phase 2, attract customers and phase 3 KEEP CUSTOMERS HAPPY.
The first issue we encountered immediately upon arrival was that the incorrect room rate was charged on our pre-prepared bill. We were told that the anomaly was due to tax having not been charged on the advertised rate. This excuse later turned out to have been plucked out of thin air and the bill was later amended. Next up, the room we were given was not the room we had booked - no balcony, no stand up shower and yes, if you've read any other review on this site, no door to the bathroom - bizarre indeed. Immediately upon entering the room, we explained that the room (The Ben,on the second floor - the one with what looks like women of the night adorning the walls) was not the one we had booked. We knew this instantly as we specifically booked a room with a balcony. We were told that there was a balcony not too far from the room which we could use (?!) We asked to speak to the manager. She was nowehere to be found. Eventually (an hour later) we spoke to her (by phone as she was still away from the hotel) and she basically said that there was little that could be done since the hotel was full, however, she would ask the people in "our" room if they would mind switching rooms with us. The next day, we saw the owner in reception, and explained our displeasure at the service we had received. To say that he couldn't care less is putting it mildly. Excuse followed excuse, not once did we receive an apology. Following our conversation, our emotional state had progressed from mild annoyance at having been given the wrong room, to fury at the owner's complete disdain. Completely missing the point - that our main disappointment was at the handling of the issue by management, rather than the original issue itself, he blamed everything on the staff rather than accepting responsibility. To make it worse, his solution to the problem was that we should try to find accomodation elsewhere. At that point, we should have done.
It's such a shame to encounter such terrible customer service as this hotel has the potential to be a remarkable place to stay. After such a huge financial investment has been made, one would think that the management would be working hard to see the fruits of their labour, but keeping customers happy is clearly not as important as keeping the antiques dusted.
If there is one person in this hotel who has any idea of how to treat customers, it is the young restaurant manager, Sam. Address your complaint to him and you stand a much better chance of the problem being resolved (or at the very least, he will not make you feel like an irritant).
Other points of note:
1) The swimming pool is green. Understandibly, no-one is ever seen using it.
2) Napkins and tableclothes in the restaurant are stained.
3) Bottles in the minibar but no way of opening them.
4) Coffee in the restaurant is warm, rather than hot - drink it quickly!
4) Tuk tuk driver outside the hotel overcharges, negotiate heavily or just take one of the tuk tuks on the street (going rate seems to be $30/full day / $20 half/day).
5) If you stay at this hotel, confirm your room type ahead and check your bill carefully at the end of your stay.
Will we be staying here again? Not a cat in hell's chance.
- Official Description (provided by the hotel):
- The Governor's House boutique hotel in Phnom Penh - the most luxurious and exclusive place in Phnom Penh.The Governor’s House is an exclusive boutique hotel with 12 rooms in an elegant colonial-style mansion located in the heart of BoeungKeng Kang I (BKK I), an area which is known as the best residential area in downtown Phnom Penh, located just a 10 minute drive from the Riverfront. The hotel is only a short drive to the Independence Monument, the Royal Palace, the Silver Pagoda and the National Museum.The hotel was once home to a senator of Phnom Penh and is an old style architectural beauty; tastefully furnished with all original colonial antiques. The hotel shows the exquisite taste in the interior design as directed by the owner, an award winning and internationally recognised interior designer. This boutique hotel offers a perfect balance of colonial style elements combined with modern amenities. With three stories in a Victorian style building, the hotel is inspired by the Asian architectural treasures of ‘The Strand Hotel’ of Yangon, ‘The Raffles Grand d’Angkor Cambodia" of Phnom Penh and the ‘Oriental Hotel’ of Bangkok while still maintaining its originality. The owner recognises the needs of the 21st century business traveller and offers free wi-fi, daily newspapers and an excellent 24 hour concierge.The Governor's House offers an outdoor pool, a restaurant offering breakfast (a la carte menu), lunch and dinner with both outdoor and indoor seating, and balcony space to relax and enjoy the views. ... more less
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