My wife and I stayed here 12th-16th Feb 2012.
We had booked a Jasmine Villa and were upgraded to one with its own private pool - which was nice but we didn't really take advantage of the pool as the main pool was literally just outside our villa and with the pool you lost the bath - but we struggled to get much hot water in the shower so possibly wouldn't have been able to have relaxing hot baths anyway. We booked the hotel through Agoda at a much reduced rate – we would have been very upset had we paid the full rate advertised for this quality of hotel.
The villa was clean and in good condition. The bed was hard and the quilt and pillows were manmade fiber which were very uncomfortable. Usually I only get feather pillows in 5 start hotels. We asked for feather pillows on the 3rd day and we ended up with 2 feather and 2 man made, with still a man made fiber quilt.
The restaurant does have some quality issues. I had a Beef Fillet steak one evening and it was dreadful - full of gristle and no way a fillet cut. Put it this way, I've had better steaks in a UK pub for less than a fiver. I had a beef dish the next night - shredded beef something and the beef was the same low quality, you simply couldn't chew it.
My wife had fish and seafood dishes and she enjoyed all of hers. One night -valentines night- I had Salmon and it was fine....the problem was that I finished my whole dish by the time they brought my wife’s dish. They didn’t offer to take mine back until my wife’s was ready, as they kept saying my wife’s was on its way. They were very apologetic and gave us a free desert but it’s not really acceptable service.
The spa was very nice in terms of treatment and sauna etc…..there is no Jacuzzi if you are expecting that other than an area in the main swimming pool that puts out a few bubbles. If you want to use the gym or sauna, call 10 minutes ahead of time as the sauna always needed heating up and the gym needs the Air-Conditioning turning on. Can’t really complain on this point as most people are out sightseeing and its good green credentials to keep them off when not being used.
The concierge service is very dodgy. This maybe a general comment on Siem Reap but as we didn’t go to any other hotel I have nothing to compare it to. We booked a taxi for half a day. We visited a temple and after about 2 hours wanted to go to another one. The taxi driver wasn’t around…pure co-incidence he’d gone to town to get petrol at just the time we were ready to move on….make sure you get their mobile number! Anyway he was back in 10 mins. The concierge had been quite insistent that for half a day we can only fit one sight in, if we want to see more we really need a full day. That’s complete rubbish, half a day is good for 2 sights and 3 if you a little quicker. Anyhow the taxi driver really wasn’t happy that we wanted to fit in another stop off and asked for a full day….absolutely not. The concierge also asked us, that if we wanted the driver for a 2nd day to do it direct with the taxi driver and not through the hotel….seems dodgy to me!
When departing for the airport we asked for a normal taxi, which is half the price of the hotel taxi. The bell boys were insistent that we could only use the hotel car and they are not allowed to get a public taxi. We were not having that just on principle and went to the concierge, the same one who 2 days earlier got us a taxi for half a day with a quick call and it arrived within minutes. This time he insisted it would take a minimum of 30 minutes to get one and refused to even call the taxi company. On principle I was very annoyed and insisted on seeing the general manager. I was told no one was available. Due to time we took the hotel taxi…. with ZERO tip. This really was unacceptable behavior.
If you can I would try one of the main 5 start brands. In the reception area there is plenty of literature asking you to rate them on trip advisor so they obviously get a lot of business based on the rating in trip advisor. I am VERY skeptical on the trip advisor rating for this hotel, just too many things were not good enough for a 5 star badge.
Don't pay the full rate for a room you will kick yourself. It's ok if you get a half price d...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
29 February 2012
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Greetings from Grand Soluxe Angkor Palace, Siem Reap!
Thank you for having chosen our resort for your stay in Siem Reap. We sincerely appreciate your feedback to us. Feedback helps us to know areas that we may have fallen short of guest expectations and where we may need to reflect, review and improve. Please kindly allow us to address the points raised in your feedback.
Our housekeeping received a request for soft pillows, hence delivered soft pillows as requested.
The beef was not full of gristle but some trimmings that was part of the way our chef does the standard cutting and trimming for the beef to be served. Restaurant staff acknowledged that there was a confusion over the order and they attempted to rectify that. Out of concern that the salmon might become cold while waiting for your baked seabass, staff had taken the initiative to serve the salmon first.
Your sightseeing tour was handled by Tola at the tour desk. The tour desk is an outsourced service to a contractor to complement the services provided by hotel. Tola had clearly explained regarding the rental of the car and the itinerary. While at the temple, your visit coincided with the visit by governmental level dignitaries. Hence the police ordered all vehicles to move away. Your driver was unfortunately one of them.
Your stay with us was for four nights. I was informed that you were very pleased throughout your stay and with the upgrade to the Frangipani villa that came with the pool. The pool at the Frangipani villa is not blocked by any shade or overhanging trees or plants. It can in fact capture much of the sun throughout the day. We have a nice aerial video done that has been uploaded on the YouTube. The Frangipani villa was filmed from the air with a clear view of the pool.
We apologize if some of our facilities and services did not meet your expectations. As English is not the native language spoken in Cambodia, there is the inevitable challenge in communication. Again, we apologize for that.
I truly hope you were nevertheless charmed by the Khmer hospitality. I have as a foreigner having been here for years. What that may have fallen short of expectations is made up by the sincere efforts made by everyone here to ensure every visitor leaves with fond memories of their stay in this Khmer kingdom. Once again, thank you very much for all your feedback. We will reflect, review and strive to improve ourselves.
Nevertheless, we hope this experience did not deter you from supporting us again. We always strive to ensure every guest of Grand Soluxe Angkor Palace be it on business or leisure leave the resort contented, and in meeting the guests every need.
Thank you for providing us with your favorable feedback.
Manager, eCommerce & Front Office
This response is the subjective opinion of the management representative and not of TripAdvisor LLC