Serendipity Beach Resort — Hotel in Khaet Preah Sihanouk

On checking in my wife and I were not provided any information regarding breakfast times, WiFi codes or pool information. Not a major issue as I thought the information would be in the room. Upon entering the room there was no information but as I started to look around the room there were far more serious issues. ||||Toilet was leaking urine onto the floor. The shower floor had a big crack in it, this was both unsafe and unsightly. After having a shower it also leaked water onto the bathroom floor.||Pink marks (looks like lip stick) on the wall next to the mirror.||No WiFi in the room ||TV signal very poor||No hangers in the wardrobe ||Tall light not working ||Ceiling panel had been removed and not replaced correctly||No honeymoon set up even though I had put a note on the booking ||Towel quality was very poor||||When I first went back to reception, I had only spotted some of the issues so just asked for the tall light to be fixed, hangers for the wardrobe and information about the WiFi, breakfast and pool. ||||After noticing more issues I returned to reception to ask to speak to the manager, but was informed that he had finished for the day and that I would need to write all my issues down. ||||The light was were fixed and hangers supplied shortly after reporting them.||||Upon returning to the hotel after dinner, the security staff at the front of the hotel were sitting on the floor on mobile phones. I was approached by the hotel manager (Meng) who had come back to speak to me. I asked tif we could go somewhere private to discuss the issues. This didn’t happen and we spoke in the reception area. ||||The hotel manager accepted that some things were not right with the room. He offered me to leave the hotel room that night and that I would get a refund with the exception of a cleaning fee for the first night ($10-$14). By now it was 21:30 and having to find an alternative hotel was not an option. There was no apology for the issues I had experienced.||||The Hotel Manager then said that we could stay tonight and then tomorrow I would be shown another room to stay in. If this was no better than our current room he would give a full refund for the second night. ||||He said to get a refund for the first night I must speak to Agoda (booking agent) and ask them to raise the issue with ‘Kim’, the regional manager. ||||During the night we had noise from outside the hotel going on until the early hours and then starting again at 6am, before being woken again at 7:15am by housekeepers outside the room talking loudly. My wife spoke to them and pleaded with them to keep their voices down as she was trying to sleep. Breakfast for Europeans can only be described as poor. Again, the staff were disinterested, and the food quality and choice was poor, plus it was surrounded by flies. ||||When I went to use the pool there were no towels and when I asked at reception, I was told to go back to my room to get some more, and if not ask housekeeping. ||||At midday I went to see another room which was certainly better than the first room, so I agreed to stay. I was offered no help moving our bags, and in fact was told that I needed to come down to reception to get my new key. When I politely informed the staff member that I was the guest, she agreed to bring the new key to me. ||||I have been working with Agoda to arrange a full refund for the first night. After several emails and it becoming clear to me that the hotel and regional manager were not interested in offering me any compensation, Agoda stepped in and have offered to help me by offering me a credit note for the first night. ||||Thanks Agoda.||||To everyone reading this, please read the endless other reviews about this hotel. I shouldn’t have ignored them and thought that as it’s a 4* resort, how bad can it be?||||It’s not a 4* star resort, it’s 2* at best. The staff are not interested from the front line staff to the regional manager, the hotel is of poor quality and I was told by the manager that it had just undergone a refurbishment (I hope they get their money back). ||||The town is a 15 mile square, Chinese run building site. ||Avoid at every opportunity. Visit the many other lovely places Cambodia...

On checking in my wife and I were not provided any information regarding breakfast times, WiFi codes or pool information. Not a major issue as I thought the information would be in the room. Upon entering the room there was no information but as I started to look around the room there were far more serious issues. ||||Toilet was leaking urine onto the floor. The shower floor had a big crack in it, this was both unsafe and unsightly. After having a shower it also leaked water onto the bathroom floor.||Pink marks (looks like lip stick) on the wall next to the mirror.||No WiFi in the room ||TV signal very poor||No hangers in the wardrobe ||Tall light not working ||Ceiling panel had been removed and not replaced correctly||No honeymoon set up even though I had put a note on the booking ||Towel quality was very poor||||When I first went back to reception, I had only spotted some of the issues so just asked for the tall light to be fixed, hangers for the wardrobe and information about the WiFi, breakfast and pool. ||||After noticing more issues I returned to reception to ask to speak to the manager, but was informed that he had finished for the day and that I would need to write all my issues down. ||||The light was were fixed and hangers supplied shortly after reporting them.||||Upon returning to the hotel after dinner, the security staff at the front of the hotel were sitting on the floor on mobile phones. I was approached by the hotel manager (Meng) who had come back to speak to me. I asked tif we could go somewhere private to discuss the issues. This didn’t happen and we spoke in the reception area. ||||The hotel manager accepted that some things were not right with the room. He offered me to leave the hotel room that night and that I would get a refund with the exception of a cleaning fee for the first night ($10-$14). By now it was 21:30 and having to find an alternative hotel was not an option. There was no apology for the issues I had experienced.||||The Hotel Manager then said that we could stay tonight and then tomorrow I would be shown another room to stay in. If this was no better than our current room he would give a full refund for the second night. ||||He said to get a refund for the first night I must speak to Agoda (booking agent) and ask them to raise the issue with ‘Kim’, the regional manager. ||||During the night we had noise from outside the hotel going on until the early hours and then starting again at 6am, before being woken again at 7:15am by housekeepers outside the room talking loudly. My wife spoke to them and pleaded with them to keep their voices down as she was trying to sleep. Breakfast for Europeans can only be described as poor. Again, the staff were disinterested, and the food quality and choice was poor, plus it was surrounded by flies. ||||When I went to use the pool there were no towels and when I asked at reception, I was told to go back to my room to get some more, and if not ask housekeeping. ||||At midday I went to see another room which was certainly better than the first room, so I agreed to stay. I was offered no help moving our bags, and in fact was told that I needed to come down to reception to get my new key. When I politely informed the staff member that I was the guest, she agreed to bring the new key to me. ||||I have been working with Agoda to arrange a full refund for the first night. After several emails and it becoming clear to me that the hotel and regional manager were not interested in offering me any compensation, Agoda stepped in and have offered to help me by offering me a credit note for the first night. ||||Thanks Agoda.||||To everyone reading this, please read the endless other reviews about this hotel. I shouldn’t have ignored them and thought that as it’s a 4* resort, how bad can it be?||||It’s not a 4* star resort, it’s 2* at best. The staff are not interested from the front line staff to the regional manager, the hotel is of poor quality and I was told by the manager that it had just undergone a refurbishment (I hope they get their money back). ||||The town is a 15 mile square, Chinese run building site. ||Avoid at every opportunity. Visit the many other lovely places Cambodia...

Firstly, they do not respond to emails and then I tried phone but still had issues. Finally sent messages on Facebook which they replied to two days later. ||Next on check in the idiot that served me took my first name and matched it to another guests name but the surname was different and he tried to convince me that my booking was in error. Of course arguing with this fool did not improve the situation. I called for someone more senior and was able to demonstrate that my passport matched up with my Agoda booking. ||Next i asked their reception staff to organised a taxi that would come to the hotel and take me to train station in time for my train.|There was however a no show by taxi driver with hotel staff telling me to wait and wait and wait. Sorry but if the taxi is already late it isn't a good sign. I picked one up from out front of the hotel for $2 less than hotel reception staff quoted me for her 'friend's taxi'|Turns out the train times reception allegedly called up.to confirm were wrong by 30 min. Net outcome no train when I arrived. ||I later learn from others that a common scam is to order a taxi for late arrival so that the passenger is left stranded with no way out other than to pay the taxi to take them to their destination. (Not saying that this hotel staff did this, but this is a scam to watch out for).||Hotel rooms are large, beds comfortable with extra pillows. ||BUT AIRCONDITIONING NOT GOOD. Aircon is old and inadequate for room. Room key activates aircon.||TV is not good lots of chinese channels and covered in snow (poor reception).||Wifi is too slow.||Desk staff speak good English.||Before taking a taxi from airport buy a $3 sim card so that you have data. Exit the airport and all Taxi touts ask $20 but pay no more than $15 despite all the lies the drivers tell you. (Eg "airport charge for taxi more now", "Every taxi same price"). During your ride to hotel don't talk to the driver about anything but monitoring your travel journey via Google maps. The driver will be looking for other selling opportunities. Note if you get your hotel location wrong the driver will charge you more. ||Overall, I would not recommend this hotel. Look elsewhere there are many other...