Lovely Family Guesthouse — Hotel in Siem Reap

Arrived after a 12 hour day of travelling at around 20:00, only to find out that our room that we had reserved had been given away. We even stated the time we would arrive on booking.com, but there was no effort to contact us letting us know the situation. Quite clearly someone had come asking for a room and they had given the one for us away, with the plan on sending us to one of their other hostels. They were obviously just trying to fill up all their rooms in both places. ||Originally, the man stated he only had a twin room with a fan, but there was another one of his hostels that had a double room with air con. When we said we enquired about the twin, he changed his story saying he gave that one away during the day as he didn't want to give us less than what we had booked. Clearly he was just acting like he was doing us a favour.||This is just not acceptable. It was getting late at night and all other decent guest houses would be fully booked. Therefore, we had no other choice but to stay where they were sending us. We felt cornered and trapped into staying somewhere we hadn't planned to stay. ||We also had a pick up booked to visit Angkor Wat the day from this guesthouse the next morning. Needless to say, this added much unneeded stress late at night after a long day of travelling, as we frantically tried to change an early morning pick up. We couldn't change our pick up, this meant we had to travel back to the 'lovely' family guesthouse at 7:15am, in order to actually do the tour we had paid for. ||This experience deeply disappointed us as we chose this guesthouse over others based on its good reviews, especially regarding its customer service, only to receive absolutely none of it ourselves. What's worse is that we got no compensation in return, not even an apology from the host. ||Save yourself the hassle and book somewhere else, we certainly wish we had. |Hopefully this review will stop the owners ever doing this to a customer again, as it nearly ruined our stay...

Our previous hotel called Lovely to ask them to send tuk tuk to pick us up from the bus which they did.the driver was desperate for us to book our temple tour through him but we waited.||Our booked room was not available for the first night so we were put into a triple until ours became available the next day. This meant we had to get up extra early to pack again so they could move our stuff while we were out on a tour.The room also developed a air con leak issue so that had to be fixed. That aside, the lady was very helpful with information to book our temples touring. By the way the Angkor temples tickets went up in Feb to $37 1 day and $62 3 day! Lot of people not happy.||Our room we booked the next day was better. Would have liked a top sheet instead of the pretty patchwork bedspread but clean. Shower not very strong but hot. Toilet seats badly need replacing. They may be clean but they are so ratty. Hired 2 bicycles $2 each. Take mozzie spray for outside and breakfast time. Nice people, rooms could improve. $18 a night not so cheap, have had better...

We were made to feel at this guesthouse like one of their own - exactly what you would want with Siem Reap being our first Cambodian destination on our tour. Tuk tuk driver arrived at airport for free airport transfer as agreed. When we arrived at hostel, family welcomed us and provided lots of information on temple tours etc. Next day, they arranged for driver to meet us at 0445am to pick us up to see sunrise at Angkor Wat. We had a lovely two days on the temple tour - what we saw blew our minds. What this guesthouse lacks slightly in luxury it more than makes up for in charm. Recommend. And crocs worth a visit...