Gauguin Resort — Hotel in Koh Rong

The bungalow was absolutely perfect - clean, quiet area and hot water in the shower. No complains about that. But the problem here is the management. We wanted to extend our stay, and went to ask them if this was possible. No one we spoke to could help us, because they spoke no English. They were nice people, but we had some real communication problems and decided to book via Hotels.com. Well, this was a mistake.||Next day I got an email saying that they are over-booked for our stay, so we had to move to the place next to this resort. We managed to talk to one guy who talked English, and found out that we could stay here in Gauguin for 1 extra night, then move to the other hotel. This was fine for us. ||Moving day we went to the reception to check-out and move our staff to the other hotel. The manager was sleeping, and just said that we can go straight to the other hotel (Koh Rong Boutique). We went there, and the reception guy said that we have to pay them, we explained the situation and that we had allready payed to Gauguin, but he insisted to talk to the manager of Gauguin. We asked him to make a call, but he didn't want to do that. Just told that this is not his fault. ||So after all we had to jump between these two hotels 2 times because the managers of both hotels would not want to call to each other and solve this out, or be present themselves. After all we got our room from Boutique, and that was way worse than Gauguin: no hot water in the shower, no toilet paper even, the linen was smelly. Luckily we went to a boat trip and only spend 1 night there.||All and all, if there had been just one person with ok-English at the first place when we wanted to extend our stay, we could have saved so much time, and especially our nerves. That is a pity because the place itself is really beautiful. So my advice is that book directly to them and try to book your whole stay at the same time, just to make sure you don't...

To start with the positives, the hotel rooms are clean and have air conditioning. This isn't common on this island, so if that's all you care about - it isn't too bad. ||At the moment there are zero facilities - no restaurant, no communal areas and you'll be overlooking a construction site. ||But what really stands out is the incredible lack of customer service. I doubt any of the staff smiled at us once for the entire length of our stay. Any attempts to ask for assistance is met with a heavy sigh and a glare. At no point was our room cleaned and last night we had to buy our own toilet paper in the local shop because we couldn't find anyone working at the hotel to give us some. ||At this place once they have handed you a key at check in, that is all they want to do with you. ||To top it off, on the first night there was a problem with the lights in our room. They flashed on and off like a strobe light all night long and it wasn't possible to turn them off without cutting the electricity. So we had the choice of not being able to sleep because of flashing lights or not sleep because the room is too hot from a lack of AC. ||Gigantic spiders in the run too, but it's a tropical island so in fairness you could get that anywhere. ||All in all I couldn't...

I booked this hotel through booking.com from february 17 to 20. I sent an email and confirmed my stay with them. They never replied back. They never cancelled my booking either but when we arrived, the receptionist girls told us they sold our room to someone else, and forced us to stay in a hotel opposite the road for the same price (51 dollars). The room they showed us was beyond terrible, let alone is worth even 5 bucks! There were tens of garbage bags and construction materials in front of the room. It was nothing like we could ever imagine. We had to stay because all the other rooms on that tiny island were fully booked and we had no other option. And they knew we would have no other option. They are like mafia. When I told them I would report this, they would go "Ok, do whatever you like, we don't care". Such a horrible place. Never stay at this hotel. Never. And never trust booking.com. Never. Don't believe in the good comments about this place. They...