For every trip I plan I spend a lot of time planning and this includes hotel selection. After quite awhile of going back and forth and researching I finally decided on this hotel as I really enjoy boutique hotels for their interesting personalities and usually fantastic level of service. I specifically booked one room type because it: 1) had a balcony 2) had a stand up shower. I did realize that this hotel had only been open a few months so was expecting perhaps a few hiccups but not what we got!!! Upon arrival we were very happy on immediate impression- the hotel is beautiful! After having spent the last few days on an island without hot water/electricity we were very happy....sadly, this changed very quickly to disappointment. There was confusion at check-in followed by being taken to our room- a room that was very different to what I had booked (only a bathtub, no door to bathroom, no balcony). When I showed the front desk my paperwork with the room we had paid for I got nowhere, when I asked to speak to the manager I also got nowhere. After waiting an hour in our room while the front desk staff 'located' the manager I was finally able to speak to her on the phone. She was very apologetic but the only solution was to see if they could move the people in the room I had booked the next day, she would come meet us at 9am. 9am came and went and no manager called us/came to our room. At 1000 we finally went down to breakfast at which point I saw the owner and requested to speak to him expecting that a man that could create such a beautiful, stylish hotel would actually care to have guests that would want to stay in it...WRONG!!! Many excuses about problems with booking systems (read other reviews...this problem has been mentioned a few times!) were given and we were make to feel like WE were the problem and being difficult for just wanting what we booked. No apology was ever given and the owners attitude was so arrogant that it made what could/should have been a small problem so much worse. I have previously stayed at a wide range of places and even hostels where I paid $4/night I have received a warm welcome and fantastic service from our hosts! When asked what sort of compensation we could expect for being in the wrong room we were told none as 'the room in which we had been put was an upgrade to what we had booked'....apparently we should be happy. This room was in fact in a higher price point 'because it had more antiques and was decorated in a more traditional style (ie wood floors)'. Now, according to the hotel pricing system strictly speaking this is true- the room was more expensive then the room we booked HOWEVER it lacked a stand-up shower, balcony and door on the bathroom.....I think it is very much a matter of personal preference regardless of what the owners have deemed the 'upgraded' room as I considered not having a balcony nor a shower downgrades rather then upgrades. We finally gave up with the owner as were going around in circles and ended up meeting up with the manager a few hours later. She mentioned that when she said she would 'come meet us' at 9am it simply meant she would actually come to the hotel (ie not phone/come to the room- something apparently they would never do so as to not disturb guests that may be sleeping but it is ok for the maidstaff to do so???). We obviously thought she just simply did not show up...miscommunication fine but you would think if that was the case she would have left a note or something?! Anyway, the manager did actually handle the situation from there well and she was much better at trying to diffuse things and apologetic. By that evening we were transferred to the room I booked and much happier. Sadly, if none of the above had happened I would have loved the hotel but like so many of the guests below i would never recommend it. The Cambodian staff, while lovely, has been given absolutely no training in basic hotel management or in problem solving. This is compounded by a manager that is responsible for several hotels and not physically there to help the staff sort issues and a hotelier that is indifferent to guest experiences. Small other disappointments: used, dirty slippers in our first room- so gross!; list of hotel amenities/services as stated on the website are not as listed...when we asked for where the dvd player was in our first room that confused the staff (only some rooms have these...ironically our 'upgraded' room did not have one while the room I booked did), when I asked about the 'dvd library' we also got confused giggles from the staff. The owner actually tried to blame this on various hotel booking sites and that they don't differentiate between amenities in the rooms- until I pointed out this information was on the official hotel website...if you don't have it don't list it!!; swamp green pool- one review stated that this was the 'design' but a staff member actually told me they were having problems keeping the water clean, chlorine issues etc. obviously I never saw a single person swimming; lack of bathroom door in some of the rooms- may be what some consider stylish however most of the reviews below seem to suggest that people think the opposite!; stains on bathroom towels and table cloth linens- lack of attention to detail will prevent this hotel from ever being considered close to 'luxury.' Upon leaving the owner did mention that they were 'happy' we told them our problems so they can consider adjusting their room categories etc....who knows if this was just an empty promise or not, unfortunately I will never go back to see if the place has improved!!!!!
- 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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