Landing Gold by Amatak — Hotel in Siem Reap

Got so many issue with staff named Dara, female. She’s so rude and never admit that it’s hotel’s fault. Resturant staff is better. Complaint letter has been submitted to hotel manager. I’m not going to this hotel again and I am not recommend to go too.

Below are my complaint letter:

Dear Landing Gold Villa

I was a customer in room 105, checked in on 1 June 18 and checked out on 3 June 18. First of all, thanks for good communication on facebook, the admin of your facebook page is really friendly and helpful. The room itself is good with big beds. Everything was really nice except when I checked out today on 3 June 18. We suddenly decided to have lunch at your restaurant and I remembered about your promotion of 3$ steak set, so we asked waiter information. Here are the issues:

I admitted that I checked with you on facebook message notifying that this set is offered only 1 per room, yet to re-confirm, I asked the waiter if it is 1 per room or I can order as many as I can. I asked twice and they said I can order AS MANY AS I WANT so we ordered 4 sets and we were asked to make payment with the hotel.

A few minutes later, a hotel staff came to talk to us (a lady named Dara - this is the name we got from a waiter). She talked in a blaming tone to us that we should have ordered this set when we check in. She said to us "BEFOFE ORDERING, YOU MUST HAVE ACKNOWLEDGED THAT YOU MUST BOOK THIS SET WHEN YOU CHECK IN, NOT AFTER CHECK OUT." Well, this staff assumed that we know this information while even your restaurant staff do not know about that. Assuming is not mean you are right.

Later she agreed to take order of the 4 sets of promotion meals after saying again and again that we should have ordered and next time we must order when check in. She asked us to make payments and we gave her 20$ note and expecting to get 8$ change, yet we got 14$. This is the time I feel something is wrong. I went to ask her why and she said I can ordered only 2 sets. Well, we have 4 people, how can we share 2 sets of meal with 4 people? I felt so angry with that so I asked to cancel then she said she had to check with chief first, if the food is being cook, it cannot be cancelled. I ordered 4 sets for 4 people. I repeat, 4 sets for 4 people. If you can't make it 4, DO NOT TAKE ORDER AND JUST GIVE US 2. After complaining, she threw 20$ note back as refund to us. This behavior is really rude and unacceptable.

Our good time enjoying staying at your hotel was destroy with this staff. Please look at your customer satisfaction management again and enjoy they have a good manner and talk to customers with good tone of voice. The way she talked to us is really rude and unacceptable. We talked out of hotel without even thinking of coming to use your service again or even recommend to any friends. I really disappointed with your customer service at this time, although your room is quite nice.

I hope you could solve this issue or you will have not loyal customer at all. Please, PLEASE CHANGE YOUR PROMOTION ON FACEBOOK BY ADDING "FOOD MUST BE BOOKED WHEN CHECK IN", then everyone will acknowledge this condition.

NOTE: If you are happen to be the lady who talked with us this morning, please the way you deal with customer and the way you talk. Try to learn how to solve a problem rather than putting mistake on other people. If you just say sorry in a good way, we did understand, but your word is really unacceptable.

Kind...

The hotel is far from Siem Reap Airport, around 45 minutes - 1 hour, as the driving speed limit in Siem Reap. It's not far from the Old Street Market and Pub Street, it's easy to find food, and it's easy to go shopping for souvenirs. The staff is very good. They take good care of me and my friend. My friends and I were sitting and talking by the pool for a long time, and the staff noticed and brought us free drinking water. The room is spacious and comfortable, but I found insects on the walkway before entering the room, including some small insects. This is understandable because I went during the rainy season. However, I also found cockroaches by the pool at night. If the accommodation can handle this so I don't find cockroaches, it would be great because I'm really scared. However, my friend and I have tried the hotel's Cambodian food set menu, and we think it's a good price and...

Landing Gold by Amatak was a delightful oasis during a heat wave in Siem Reap! We spent three nights there while we saw all the ancient temples. We enjoyed the pool very much and the resturant dinner we had there was delicious. Breakfasts were also really good. The rooms were comfortable and the air conditioning worked well. But the best thing about the hotel was the caring and hardworking staff. We really enjoyed getting to know Navid and Da who worked in the bar and restaurant. They both made sure that we had exactly what we needed. The front check-in staff were also wonderful. We were not too far from the Pub Street and Night Market, yet we were on a more quiet street. I would highly recommend this hotel and hope to be back...