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All reviews infinity pool sky bar the river modern design steam room recommend this hotel hotel facilities amazing hotel city view noodle soup rooftop restaurant breakfast buffet trip to phnom penh royal palace central location restaurants and bars enjoyed my stay
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12 - 17 of 887 reviews
Reviewed 3 weeks ago via mobile

Newish hotel in street 136 in the heart of City approx 140m from river. Rooms are bright with decent wifi. Breakfast 6-10:30 had local options, eggs cooked as you want, fresh French bread, unlimited tea & coffee. Rooftop has a large pool looking towards the river with great views, and floor below a high end spa with gym and sauna. Guest-friendly, make sure you book for 2 adults.

Date of stay: September 2019
Trip type: Traveled with friends
1  Thank mytravelbag2016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Noel F, General Manager at SUN & MOON, Urban Hotel, responded to this reviewResponded 3 weeks ago

Dear mytravelbag2016

Thank you for your 5 star guest review and we are glad you found our service pleasant.
We wish you safe travels and hope to welcome you again back soon.

Stay. Inspired

Noel O Furrer

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 11, 2019 via mobile

Stayed here for 3 days and then 2 days at the end of our holiday,it really is pure luxury in all aspects.Great staff who were very friendly and helpfull. The tuk tuk driver John was excellent, he recommended and took us to various places without any problems, I would highly recommend you use him while staying here, he also speaks very good English. It really was an excellent stay.

Date of stay: September 2019
Trip type: Traveled as a couple
1  Thank patrick c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Noel F, General Manager at SUN & MOON, Urban Hotel, responded to this reviewResponded September 11, 2019

Dear patrick c

Thank you so much for your amazing review. To hear from our guests such a compliment means a lot to us. We surely will share your special recognition to TUK TUK driver John which did a great job. Although the TUK TUK drivers do not officially belong to SUN & MOON team, we fully support the local community and provide them with non branded T-Shirts and support in upgrading of their own TUK TUKs . We train them English and support in training to the team to learn about international guests.

Thank you for your comments about our friendly and helpful teams.

SUN & MOON family hopes to welcome you again very soon and we are already now ready to extend full guest service to you!

Stay. Inspired

Noel O Furrer

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 10, 2019

Very good hotel with the friendly and helpful staff. The location of hotel is amazing, right in the heart of Phnompenh. My room has nice view through the crownded street. Good hotel for stay. Highly recommend to everyone.

Date of stay: August 2019
  • Trip type: Traveled on business
    • Sleep Quality
    • Rooms
    • Service
1  Thank Benjaminheng121212
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Noel F, General Manager at SUN & MOON, Urban Hotel, responded to this reviewResponded September 11, 2019

Dear Benjaminheng121212

Thank you so much for your exceptional rating of 5* which we truly appreciate.

You are right, the location has its very great points, such as walking distance for all tourism attractions and great local bars and restaurants. As Urban Hotel, you really can feel the "huzzel & buzzle" of the local culture; certainly for the adventurous Leisure and Business travelers.

Your high recommendation is very well received and we thank you for your trust and loyalty!

Thank you and come back soon!

Stay. Inspired

Noel O. Furrer

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 8, 2019

We were looking forward to returning to the S&M, after we had a great stay 2 years ago. What a letdown. We paid for the biggest room, and it was well appointed, large etc. We firstly got the 3rd floor and immediately asked for a higher floor. We paid for a balcony, we wanted to look out past the next building! They moved us to the 6th floor, which was good, but far too much effort was put into asking for the move.

The entire staff treated and made us feel that we should be privileged to stay at their hotel. All except for one staff member, Ryna, she was lovely the entire stay.
The "King Size Bed" is only a Queen Size.
The cleaning was mediocre at best, toiletries were not always refilled. The first night we were out of body wash in the shower, and lucky we had soap with us. The advertised turn down service was not provided, neither was the local mobile phone. The hotel is not that old, but the cleaning is so poor, it feels like it's 15 years old, stains on the tiled floors, the pillows are terrible to sleep on.
I had to wipe down the bathroom sink as I like to feel the bathroom is clean, the balcony was not cleaned the entire stay and the 2nd toilet didn’t have soap or a towel.

Don’t pay extra to have breakfast included. We only ate the western food, bread and fruit (No congee) and it was below standard. The hot food was cold, the fruit was either on the verge of being to old to eat or rock hard as it wasn’t ripe to eat. The breads were all stale. I ordered an omelette each day to have proper hot and fresh food. We got offered coffee the first morning, and then had to get it ourselves the rest of the time.

The pool area needs freshening up, the sun lounges feel like they are over 10 years old, most of the cushion covers are torn or badly worn.
I paid for a 90-minute S&M special, it was average. My partner didn’t listen to my warnings and went the next day and was also disappointed. For the price you pay and all the offerings we received 2 years ago, there was none. No choice of oil, no offer to shower afterwards, no drink after the massage. Not worth the money even with the 30% discount.

This place was great 2 years ago and worthy of the awards they have received and the 4-star rating, now it would struggle to get a 3 star from me. The staff borderline on rude and argue if you question something, as we did about the turn down service and mobile phone. As we were checking out another guest was complaining and the staff member had an argument and told him he was wrong, so he demanded the manager, but had to make an appointment!

The area the hotel is in has turned very sleazy and dirty. I felt so safe in PP 2 years ago, not in this area, not anymore. I won’t return to the S&M and I wont return to this part of PP.

Date of stay: September 2019
    • Rooms
    • Cleanliness
    • Service
Thank Bundyncoke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Noel F, General Manager at SUN & MOON, Urban Hotel, responded to this reviewResponded September 8, 2019

Dear Bundyncoke

Thank you so much for your second review you posted about our hotel. You are right, within 2 years, some items may wear and tear as our hotel has experienced very high occupancy due the location and area people love.
In a family hotel with very competitive rates I agree with you that certain furniture can not look top fresh and feel new at all time. However, our teams has a comprehensive schedule and checklist to maintain, wash and clean all the items to have top hygiene status at all times.

Our breakfast items and offer have increased over the past 2 years and your critical points have been well noted and delivered to the Culinary department to look into it and to improve with immediate effect.

I feel sorry and wish to apologize that we have not met your service expectations during your stay this time.
We have duly noted on your points and will investigate on what went wrong this time as you are aware that it is not our standard.

I can feel your unfortunate overall disappointment of the surrounding area which you felt different this time as 2 years ago when you visited first time. Usually first time visitors experience everything much more exiting than the second time when they can compare with the first time.

I can ensure you that our Head of Departments will do our very Best to regularly train our teams daily to be friendly, helpful and know how to respond to guest needs properly while ensuring that our property is spotless clean. Your comments and experience will be included in our training for sure.

I wish again to thank you for letting us know your disappointment, only like that we can learn and it definitely a wake-up call for some areas to look into it more deeper to ensure we keep the expected, high service standard for SUN & MOON, Urban Hotel as our valuable guests are used to it.

To restore our trust, I would like to get in touch with you on a personal way.

Stay. Inspired

Noel O. Furrer

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 29, 2019

Front office was efficient and friendly. The room allocated to me has little privacy and I have to shut the curtain throughout my stay. Breakfast was limited for the USD12 it charges.

Stayed 3 nights at the heart of seedy Phnom Penh, which I was caught unaware. Perhaps for families this would not be ideal location.

Date of stay: August 2019
  • Trip type: Traveled on business
    • Location
    • Cleanliness
    • Service
1  Thank KamalMamat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Noel F, General Manager at SUN & MOON, Urban Hotel, responded to this reviewResponded August 29, 2019

Dear KamalMarnat

Thank you so much for your subjective review.

We truly listen to our guests for constructive feedback, yet I am missing your improvement suggestions which we can then take and get better. Would you be able to share it with us?

We have different room categories and our helpful front office team is more than happy to allocate rooms to the likes of our guests if available as we usually do not know the guests preferences if not stated in the reservation. We did not found any notification in your reservation. We have no record that you have voiced out that you are not happy with your room; only can read it after you have left here in this platform.

Our breakfast buffet has included all possible eggs, freshly cooked, 5 different salad, pancakes,different breads and pastries, cereals, yogurt, 4 warm dishes with Asian Choices such as noodle soup, Asian noodles, Congee, Vegetarian Choices for Western Choices Sausage, Tomato, red beans, bacon. The hot dishes are changing daily. The list continues with fresh fruits, fruit salad, waffles, butter, jam, honey, Nutella and others, For drinks, we include water, coffee, tea and fruit juices, all you can eat; all you can drink. Sir, please let us know what items are missing in your view and we are more than happy to serve it for you.

To be caught unaware of the location of our hotel should not be considered as rating negative to the hotel, but more to be considered as guests own personal responsibility to chose the hotel in the location which they prefer. This can be done while checking Google Map or visit our website which states the hotel location. Moreover, the hotel name URBAN HOTEL stats the location clearly. For most guests it is the perfect location as we are surrounded of local restaurants and bars and walking distance to the most attractive tourist attractions, such as the Palace, What Phnom, and Central Market.

We thank you so much for your positive comments about our front office team which we are very proud of and certainly will share your positive comments to them.

SUN & MOON family is thankful that you have stayed with us and we wish you safe travels with hopefully lots of research prior your next hotel choice to avoid that other hotels who work hard for their services get bad ratings due guest unawareness.

Stay. Inspired

Noel O. Furrer
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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