Emerald Hotel Residence — Hotel in Khan Boeng Keng Kang

Was in a shared dormitory. I (female) was talking on the phone, and the guy on the lower bunk came up and snatched my phone. I told the guys at the front desk about the incident, and they said they would talk to the phone snatcher. They said he would be checking out today. I waited an hour and talked to the concierge again and ask "since you guys didn't do anything, can I have a partial refund?" Since I booked at another hotel?" That's when they offer to move me to another room. No partial refund was given. I didn't care about that anymore. The fact that I was the victim and didn't feel safe to go back to the room. He stayed there with no consequences and wasn't removed.

Update Response 2: 2-26-2025

First off, I wasn't speaking loud. You must've not interview the other two witnesses in the room and just went on his words only. The other guests never had a problem.

If he wanted privacy and quietness, he should've booked an individual room, not a dormitory.

After my first initial talk with the guys at the front desk, they didn't do anything. I went to talk to them a second time after waiting an hour in the lobby. After seeing they haven't done anything, I decided to book another hotel and check out early because of my safety. That's when the guys decided to offer a different room for me. It was late for that option. My safety was compromised, and the customer service didn't have empathy nor took action initially. Yes, I agree to go to another room so I can get clean up so I can check out early.

As stated on your website, upon request, if a female wanted an all female dorm. That was an option. But that is a lie. You don't offer that. Now, look what happened. A privileged male thought it was okay to snatch a female's phone out of their hands. Shame on your management.

Update response 3: 2-26-2025

In your response you justify that it was okay for his action. If he wanted the quietness and tranquility he should've checked in a individual room. No action was taken right away when I reported the incident. This was a form of an assault. No report to the police. The staff have poor protocols.

You the owner lack knowledge of the information you provide to guest. It clearly states on your webpage "Female guests can also request for a Female-Only room."

The hotel violated "Commitment" and these Values; Ethics, Equality and Social...

I've stayed in both a hotel (single) room and a dorm room. The single room was good - clean and spacious. Toiletries and towels provided. The dorm room wasn't that good. On check-in, I was assigned a bed which had not been cleaned after the previous guest. No toiletries in the bathroom and no towels (nobody even offered one to rent). I don't think anyone came to clean the room during my two-day stay there. The beds are a bit rickety and the privacy curtains only cover half of the lower bunks. The rooms are bright though and feel new; there are also quite spacious lockers. The air-conditioning was also very good; I don't know why some people complained about that. I liked the location as well, away from the touristy and sleazy parts of the city - the hotel is located just west of an upmarket part of Phnom Penh. There's a nicely equipped kitchen, with an induction stove, oven, microwave and fridge, but no cutlery or crockery - a real pity and a missed opportunity to make the place better. Also, if one's looking for a place to hang out with other backpackers, it might not be the right place. I was looking for tranquility so I didn't mind. 24 hour reception and card payments available with a cash machine just...

Found this newly built hotel at the city centre of Phnom Penh, and just a short walk away from the Tuol Sleng Genocide Museum.||||There’s hostel setting and private rooms available in this hotel. And I find their private rooms was much bigger than I would imagine.||||My room was located on the top floor of 10th, providing me a wide view of Phnom Penh city view.||||The room comes with a smart TV, coffee table, wardrobe and bedside table. No fridge or safe available in the room unfortunately.||||Bathroom was spacious with both shower and toilet together. I find the bathroom floor slippery and easy to trip over wet surface.||||Separate water basin is available outside the bathroom, with a big mirror.||||Do take note that the noise barrier wasn’t good in the room, and you could easily hear everything around you.||||The windows are wide but only cover with blinds, and they don’t stop light from coming into the room during daytime.||||WiFi connection was surprisingly good here and you can connect to the smart TV for sound or remote screen. However, no Netflix app available on...