The 1st time we were there was a week after their soft opening. There were 7 of us. Right when we walked in, the guy in the glasses, calling himself manager, asked us to be quiet or leave the hotel. We booked the rooms ahead of time, but didn't get the rooms that we book, 5 rooms total. We had an argument with the manager (the guy in the glasses) and afterward he let us check in. Our bad experience didn't end there.
The place is nice. The swimming pool is huge. The room is modern and beautifully design, not a complaint there. But the walls are thin. You can hear everything from room to room. Even the annoying radio conversations among the staff can be heard in the rooms.
After we unload our belongings in the rooms, we hung around the pool and this is when we had another encounter with the manager (the guy in black-rimmed glasses). This guy needs a crash course in hospitality. Whoever left him to manage this nice of a place didn't think this through. He came and told us again that we don't keep it down we will be kick out of the hotel and if the towels become dirty we will have to pay for it. We were shocked at his approach. I didn't think we were being loud. But I thought this is the 2nd time he gave us the warning may be we were just a little, so we keep our voices down. Keep in mind that this is 1400 (2pm) in the afternoon.
Not 5 minutes later, another group came in, we assumed they to be his friends as he greeted them 100 times better than us. They are about 10 years younger than us. They came in with their iPod and speakers blasting away, not 20 feet from us. And not a word from him. The manager (same guy in glasses) even walked over and took a shot with them. We were speechless.
We try to enjoy our time, the little we can and plan on checking out the next morning. We had a good night sleep then went to get ready to check out. Thought the check out was suppose to be a simple process. We paid ahead per their initial requests. During the checkout, we still had to endure what we thought was a humiliating process. Standing there being questioned about the use of the towel, even attempting to look through our bags but we didn't let them. We told them what are you looking for but they didn't let us know. After about half an hour, we were checked out and on our way back to Phnom Penh.
That trip was back in June 2011. Our group is planning another trip in a couple of weeks and thought we might give this hotel another try since it was a really nice hotel and that may be they have worked out the initial service kinks.
I called this morning to book 6 rooms for one night. A lady picked up and politely inquire about my info. I gave it to her and ask her if there are 6 rooms single bed available for my intended date to stay. She replied yes....Keep in mind that this whole conversation happened in her native language, Khmer, not English. I told her that I will take it. After I gave my full info, she finally said that no single bed available only double beds, will that be okay? I asked her why didn't you tell me that in the beginning. She said laugh politely over the phone. So I told her that double bed is also fine. She began finish the booking process. At the end she said, this booking is not a confirmation that you will get the room until you check in.
I was shocked. What is the point of booking if it's not confirm? She said we have a lot of walk-in business if someone walk-in first before we checked in, the hotel policy is to give the room away. After going back and forth, defining the term booking to her, I gave up. I finally said, "No, Thank you," and hang up.
So disappointing. For such a nice place and good value, to gave such horrible manager and staff. Blame it on lack of hospitality experience. What a shame.
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- Also Known As:
- Serendipity Beach Hotel Sihanoukville