J7 Angkor Hotel — Hotel in Siem Reap

My family and I had an horrific experience staying at J7 Hotel in Siem Reap [beginning of July 2019] where it ended with having to take my daughter to the hospital in the middle of the night. It started well as we checked into the hotel, the ambience was amazing. Surprisingly the hotel felt empty which I found to be strange for a nice looking hotel. The room was comfortable. Then our first night, we noticed the water smelled like iron from the faucet to the shower. So my family and I informed management the next morning and asked for bottled water to be sent to our rooms so we can brush our teeth with it through our stay until it is fixed. They apologized and said they would be looking into it. Of course nothing was done about it throughout our stay there. One of the days when I passed by the front desk on my way out, I heard another customer complained to management about the water as well.

As for my daughter, she was diagnosed with parasitic infection (exposure to Amoeba). She had a sandwich for lunch at the hotel and by the evening, she was having diarrhea and vomiting. We thought she had caught a stomach bug. By midnight I called front desk and was told that hospitals are not opened this late. I told them that I googled it and found one .3 miles from the hotel. I asked for them to call an ambulance. They said that they will have one of the staff members drive us there. My daughter was hospitalized for 2 nights, 3 days.

The hotel staff notified me that their Operations Manager, KaKa Lee, would like to meet with me when I am back from the hospital. I met with her in the lobby. She asked about my daughter and was very apologetic about the situation. Then she tried to tell me that it may not be from her hotel that my daughter contracted the parasite and I firmly told her that it was as my daughter had lunch there and didn't eat anything else or went anywhere outside of relaxing at the hotel. She asked what would I like for them to do about this situation. I told her that I am looking for them to pay the hospital bill and the extra day of stay for my family at the hotel. We were running a day behind our schedule due to my daughter's illness. She excused herself to go to the back room to get instructions from the General Manager. He never came out to talk with me but sent her as his messenger. She said that they can't pay the hospital bill or the extra day of stay at their hotel. I told her that the management is very unprofessional and would only stand to create bad reputation for their hotel and lose potential customers on a worldwide scale. Through further negotiation, they paid a couple of hundred dollars of the total medical bill of $900. Out of the 4 rooms we had reserved at the hotel, they removed the charge for my room only. They also removed the charge for my daughter's sandwich. Unbelievable! As if that wasn't bad enough, Kaka wanted to keep original receipts of my daughter's bill and medical results from the hospital. I told her she can make copies to account for the small reimbursement they did but I needed the originals back. She wouldn't give it back to me. I reached over to grab it and she had a death grip on it so I yanked it hard out of her hands. Again, unbelievable! I told her what she was doing was very unprofessional and that she should be embarrassed and ashamed of her behavior. I also told her that the hotel policy is absolutely atrocious.

Now I understand why the hotel seemed pretty empty to begin with. I am not out to get money from the hotel but look for them to be accountable for their part and nothing more than that. My advice, please Do Not stay in this hotel. J7 is absence of customers for a reason. Thank goodness my daughter is doing well...

Aside from the location, this hotel has a lot of service issues.

Upon booking, we are entitled to one way airport transfer. We provided flight details and the concierge confirmed, luckily I didn't book tour arrangements with them otherwise it could be another disaster. Upon arrival at the airport, I can't find the driver or airport rep with my sign and my friend who was on the same flight with me was staying in another hotel and was immediately picked up at the gate. Their driver then helped me to went around yelling "any driver from J7" in Cambodian and every airport rep says there isn't one from J7. So my friend's hotel driver offer to drop me off, at the hotel the driver ask the concierge and they said they didn't know of any pick-up and didn't sent any driver. However at check-in desk, which the room wasn't ready; the front desk agent said they did send someone and perhaps I have missed it. In any case I asked my benefit of airport transfer to be changed to departure transport and he confirmed it. As I depart, the concierge says no car has been booked as I have never confirmed it. At the end I was put in a small car with others and I ask to just be dropped at my friend's hotel. I am puzzled on the lying part by the hotel team and I've seen other on TripAdvisor and Google reviews expressing same problem with me.

Room wise its ok, its in good condition. However my room has electrical issue and a lot of time the electricity short out and at night my phone plug would not be able to charge phone. TV is also very complicated to use and not friendly. The rest of the amenities is ok and acceptable. The pool is also quite nice and gym. We didn't dine here as the restaurant looks empty day and night.

I recommend other hotels and there are plenty to choose from...

One of the best hotels I’ve ever been to - Had an amazing time at this hotel.Where should I even start?It all began when I arrived at the hotel.Mr. Nikol welcomed me at the reception with a big smile, a welcome drink, and a cold towel. He showed me everything, gave me tips for my stay, and answered all my questions in a very professional and friendly way.I couldn’t imagine a better start to my vacation! Thanks Mr. Nikol!The room was absolutely stunning, and the entire facility was very clean and well-maintained.Even the hotel gym (which I had to visit every day because of all the delicious food during my stay!) was well equipped.The breakfast buffet was perfect, and the warm and incredibly friendly staff there always made my mornings special!I’m not usually a massage person, but I gave the deep tissue massage a try, and the lady made me feel like melted butter! I guess I need to change my mind about massages now.Thank you for the great massage, Mrs. Theavy! You really made my evening.Since I work a lot from hotel rooms, my schedule was really tight, and I needed a well-planned tour to see everything in Angkor Wat in a short time.At first I wondered if that would even be possible, but thank God I ran into Mr. Phoeum at the reception!He organized a fantastic trip to Angkor Wat that fit perfectly into my limited schedule. Thanks to his plan, I was able to see absolutely everything I wanted.Thank you so much, Mr. Phoeum, for that stunning trip and the friendly help!I truly can’t recommend this hotel enough. Especially because every staff member is not only professional, but very warm and welcoming.During my next trip to Siem Reap, I will definitely stay here again.Thanks for...