It takes a lot for me to speak poorly about a property, but from start to finish this propery did not deliver. We checked in and were put into the "Pool Wing" which according to one of the Front desk team was where the internet bookings are placed. We walked through the smokiest lobby I've ever seen, and made it to the "Pool wing", which by the way only had 1 lift that serviced 8 floors and their team members and the bell boys taking up luggage. We got into our room and there was an independant air con and the entire room wreaked of smoke so bad it was in the drapes, the bedding, everywhere. We went to the casino, which is basically old outdated slots and table limits on blackjack and baccarat that started at US $40. We got back to the room late and were woke up by what sounded like a jackhammer shaking the room and 7:30AM on a Saturday. I called the front desk and was advised there was some construction going on in the mornings until 4PM daily. She said there was an advisement in our room of this. First, I should have been told at check-in, not by a piece of paper saying sorry for the construction and it was inside the drawer not in veiw. 2nd, I wouldn't have checked in knowing this ahead of time and should have been told this before booking. Pretty shady on their part. I request to speak to a manager, and he says he will change my room. Same horrible wing, 1 floor up a few doors down. He insists I see it before I agree, I ask him 2 times that I just was woken up from sleep and didn't want to have to change and go up to look at the room. SImply wait until we get ready and leave (We didn't intend to get up until 10AM, it was a vacation, but up now at 7:30AM) then move our bags to the new room and we will move there once we get back. He said no and made me go to the new room. I meet him at the room, no greeting, go in and what do you you know, same exact room type I'm in now. I look at him and ask why I needed to see it, he said I'm required to verify. I only wanted to make sure the construction noise wasn't going to effect me again, he could have said yes or no to this without making me go look at the room. I'm not happy at this point and he says, just go get your bags and bring them up. I say, you want me to go get my bags and bring them up? He says yes, he will wait. I ask him if this is a 5 start property? He responds yes we are, I tell him that a 5 star property wouldn't have me move my own luggage when woken up by construction at 7:30AM in the morning. I said this rather forcefully and it seems a light bulb went off and he goes, I can have the bell come move for you. I tell him no thanks, will do it myself. I then proceed to go back to my room, both my wife and me take showers, pack up our luggage and get ready to move everything ourselves. A knock on the door, same guy from earlier, hands us 2 keys and leaves. Wow, I'm amazed he had the smarts to bring us the keys himself. We proceed to take our luggage of to our new room and again the smoke is overwhelming, it is literally as if someone is outside the door blowing smoke underneath, I am not joking. I'm an asthmatic, it was a horrible experience dealing with the smoke throughout this property.
One thing of note, in both rooms, we were only given 2 bath towels, no wash cloths or hand towels at all. This is 2 different floors in 2 different rooms so not sure what is going on with that. The air con in this room was horrible and at this point we wished we would have booked any other hotel. We go out for the entire day basically trying to avoid coming back to the property at all which makes for a horrible trip. Get back and the room is nice and warm and the aircon is really sad. But before getting to the room, we had to wait almost 20 minutes to get up the lift that had a group that just checked in what looked like 20 to 25 people in QUE. Because there is only 1 lift and everybody has to use it we had to stand there and wait which only added to the "experience".
We decided to stay in what was the lessor of the smoke filled areas which was our room, we ordered room service which was actually decent and went to bed. Very warm which made it uncomfortable and since deciding we would never ever come back to this property why make calls and complain when not many of the staff understood what the words service or recovery actually meant. We decided to see what the breakfast was like, and it was a ZOO. Not enough tables to handle all the people and the staff couldn't keep up and very dirty. We had a 6:20PM flight, tried to book something earlier but nothing to choose from. Checked out, took our own bags down as usual and while checking out the front desk asked us to fill out a comment card. I laughed and said no thanks, my wife decided to because we had plenty of time, 5 hours before our flight. She filled it out and obviously it wasn't very nice and we decided to go get something to eat and waste some time. The front desk person comes running to us and is pointing at the comment card. I actually think someone is about to show some concern, Nope, turns out the room number wasn't correct, wanted to make sure she had the right number on the card. Doesn't comment about the stay or what went wrong, smiled and went back to the front desk. Not once during our stay did anyone follow up or really try to make anything right and not once did we hear the word sorry. In addition, the "Pool Wing" we were in was incredibly worn down, carpet looked horrible, walls were stained, lift was dirty......
My expectations aren't very steep, we stayed in Siem Reap before and the 5 star ratings there are incredibly nice. Our fault for expected something similar here considering much bigger city and many more people. Basically we would never have booked it if their was any idea of the construction going on. We would have left the next morning if we could have and would never recommend this property. If you want to pay way to much for food, high table limits in the casino and leave with lung cancer this is your place. I recommend staying at a real 5 star property and jump in a taxi if you want to gamble.
- Official Description (provided by the hotel):
- This five-star hotel & entertainment complex is only 30 minutes from the Phnom Penh International Airport. Strategically situated in the heart of Cambodia’s capital, it is close to the Pencil Super Center, the Cambodia Amusement Park as well as other governmental offices like the National Assembly and the Ministry of Foreign Affairs and International Cooperation. Showcasing an ancient Khmer style, the hotel’s interior and guestrooms are adorned with traditional motifs including the gracious stone-carved Apsara, a highly revered female angel in ancient Khmer mythology. The Nagaworld Cambodia’s on-site casino, located at a separate wing of the hotel, is complete with various gaming halls, live music and first-rate service. ... more less
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