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“Security & Procedure are missing in action HERE!!”

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Ohana Phnom Penh Palace Hotel
Ranked #59 of 278 Hotels in Phnom Penh
Reviewed 7 October 2017

On Tuesday 26 Sept I left my room around 9am and advised the hotel that my air con was not working and could they have it repaired whilst I was out - I was told this would happen within the hour.
I returned 2 hrs later to find an agitated house cleaner in the lobby near the door of my room (606). She told me she had left her access card in the power socket of my room - why, because she didn't want the the front counter or another house cleaner to know what had occurred - which was disobey hotel security of leaving only one member of staff alone in a room inhabited by a guest and especially when that person has been trained to unlock room safes by code.
After entering the room I went to my safe to use the safe code I had used on at least 6 previous occasions and it did not work. I had to ring the front counter twice and it took over 20 mins for a maintenance fellow to arrive - sound suspicious was he trying to hide something??
Once the safe was opened by the maintenance fellow and after he had left my room, I countered my money to find $550 AUD was missing since I left the room that morning.
The hotel manager dismissed my claims outright and had nothing to say when confronted with the house cleaner access card being left in my room - was he in on it???
On my last morning I was talking to another person staying on the 1st floor who told me about another couple who had their safe tampered with - surprise surprise, 6th floor Tuesday am - luckily the other room to my knowledge did not loose anything from the safe although their personal belongings had been moved in their absence, suggesting whoever was in their room was looking for something of value to take.
I suggest if you can cancel without a penalty being incurred - then do so immediately. If you can't then do not allow anybody into your room other than a house cleaner unless you are present.
This hotel should be renamed Fawlty Towers but there was nothing funny about $550 AUD being stolen!!!

Room Tip: Do not stay under the roof top restaurant on Floor 6 as you can hear the chairs being dragged.
See more room tips
  • Stayed: September 2017, travelled with friends
    • Value
    • Rooms
    • Service
1  Thank David D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ohana_Hotel_PP, General Manager at Ohana Phnom Penh Palace Hotel, responded to this reviewResponded 9 October 2017

Dear David
Thank you for writing your account of events, however it is a rather different account of what was discussed when we met.

Firstly I would like to point out that currently we have 481 reviews on TripAdvisor, and no other review relates to items being stolen from the in-room safes, if 'security & procedure are missing' as you claim, why haven't there been any other such complaints written on TripAdvisor?

Your description of an ‘agitated’ housemaid is totally unfounded as evidenced by our security footage from the corridor camera outside of your room. Once you returned to your room the housemaid went to meet you to, as you correctly say, request her key card back. As explained at the time, the reason she left her key card in the power slot in your room was very simple, there was nothing furtive, dishonest or against procedure about it. As you mention, you requested that Maintenance solve a problem with your air conditioning whilst your were away from the room. Following procedure, both the housemaid and Maintenance worker were present in your room whilst this work was being undertaken (evidenced by the security footage). Once the air conditioning had been fixed the housemaid left her key card in the power slot when they left the room so that the air conditioning would remain on, thus upon your return you would be able to assess if you were satisfied with the coolness of your room or not. Again after reviewing the security footage the Maintenance worker came to your room 10 minutes after you returned to it to help open your safe. Bearing in mind you returned to your room, then as you say took time to try to open your safe and then called Front Desk to report the problem, only a maximum of 10 minutes passed, which I find an acceptable time frame. As for me ‘dismissing your claims outright’, I did nothing of the kind. I undertook a thorough investigation, I personally reviewed all of the relevant security footage, I interviewed both the House Maid and Maintenance worker and personally checked their lockers and bags, and found nothing untoward. After explaining this to you I asked you what more you would like me to do and you remained silent. However, your friend who was staying in another room explained that he "fully understood my position", saying that "there was no evidence and it was your word against theirs, there was no proof the money was in the safe just as there was no proof the staff took the money". I also recommended that if you were still dissatisfied you should report the incident to the police and the hotel would fully comply with any investigation the police wish to undertake. We heard nothing more from you or the police thus I do not know if you reported it or not.

Finally, whilst undertaking my investigation I checked the forms that need to be signed if any person staying in the hotel invites an outside guest to their room, a security feature, and I found a form signed by you in the very early hours (1:15am) of the day you claim the money went missing where you invited a woman to your room who then left a few hours later. When we met you did not make any mention of this outside guest being in your room, is it possible this woman took the money and you did not want to mention / admit it?

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22 - 26 of 507 reviews

Reviewed 5 October 2017 via mobile

We loved this hotel!

From arrival the service was incredibly friendly with a porter helping with bags and talking us through how to use the safety deposit box, air con, Tv etc.

The rooms are really spacious and the beds are comfortable. Not great for views but it is on a central location. However head up to the 7th floor where the restaurant is (for breakfast) and you can see all over the old town and the three rivers. There is a pool side bar with one cold and one warm plunge infinity pool and happy hour.

On the ground floor there is a large cold swimming pool and loungers with one small plunge pool and waterfall feature. Towels are provided FOC.

Large lobby with free newspapers, maps etc and even a ATM. Laundry and convenience shop across the road so everything is nearby.

This is on street 148 so everything is on your door step.

Large range of Asian and western breakfast items on the top floor with a great view.

Free wifi and complimentary water every day with a small mini bar which is a very good price!

We really enjoyed our stay, thank you very muchZ

Stayed: October 2017, travelled as a couple
Thank 00Shawn00
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ohana_Hotel_PP, General Manager at Ohana Phnom Penh Palace Hotel, responded to this reviewResponded 9 October 2017

Dear Shawn
Thank you very much for taking the time to write a review and we are delighted to hear that you thoroughly enjoyed your stay at the Ohana Phnom Penh Palace Hotel. We would be happy to welcome you back when you are next in Phnom Penh. All the very best with your onward travels.

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Reviewed 19 September 2017

I stayed at the Ohana recently with my Cambodian family. The room was spacious with good AC and it was very quiet despite it's great location. It's only a few meters from the riverside and near the Kandal market.
The breakfast was very good and the roof top bar and plunge pools a a good feature. I have stayed at many hotels in Phnom Penh and this was the best value that I have ever experienced. The kids loved the pool, the staff were friendly and efficient and the room always clean.

  • Stayed: September 2017, travelled with family
    • Value
    • Location
    • Service
Thank Humphrey H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ohana_Hotel_PP, General Manager at Ohana Phnom Penh Palace Hotel, responded to this reviewResponded 21 September 2017

Dear Humphrey, we are delighted to hear that you and your family truly enjoyed your stay at the Ohana Phnom Penh Palace Hotel, and that the hotel 'was the best value' that you have experienced in Phnom Penh. We really look forward to welcoming you back when you are next in Phnom Penh.

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Reviewed 15 September 2017 via mobile

Hotel was nice and was in a good location, quiet street. The rooftop bar and spa were really nice over looking the river and the food was really good at the restaurant. Staff were all very nice and helpful.

Stayed: September 2017, travelled with friends
Thank xxxEmilyxxx91
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ohana_Hotel_PP, General Manager at Ohana Phnom Penh Palace Hotel, responded to this reviewResponded 17 September 2017

Dear Emily, we are delighted to hear that you enjoyed your stay at the Ohana Phnom Penh Palace Hotel, and personally I am pleased to hear that you found all the staff to be 'very nice and helpful', this is very important to me. Thank you very much for taking the time to write a review, all feedback is welcomed.

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Reviewed 30 August 2017

it is a very nice hotel, close to the river and all the restaurants along the road there, the palace of course. The room was clean, staff friendly and helpful. Pool downstairs was closed for renovation. Breakfast was good each day.

The rooftop bar is worth a visit

  • Stayed: August 2017, travelled solo
    • Sleep Quality
    • Cleanliness
    • Service
Thank koivo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ohana_Hotel_PP, General Manager at Ohana Phnom Penh Palace Hotel, responded to this reviewResponded 3 September 2017

Dear Koivo, many thanks for posting a review, guest feedback is very important for us. I am very pleased to hear that you found our staff to be 'friendly and helpful' and enjoyed you daily buffet breakfast at our roof-top restaurant. Just for info our pool is now open after its renovation, and we apologise for any inconvenience it may have caused you. But at least you were still able to enjoy our 2 roof-top infinity plunge pools!

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Additional Information about Ohana Phnom Penh Palace Hotel

Address: #4-6 St 148 | Sangkat, Phsa Kandal 1, Khan Duan Penh, Phnom Penh, Cambodia (Formerly Hotel Castle)
Region: Cambodia > Phnom Penh
Amenities:
Bar / Lounge Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #59 of 278 Hotels in Phnom Penh
Price Range: $55 - $89 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Ohana Phnom Penh Palace Hotel 3*
Number of rooms: 103
Official Description (provided by the hotel):
The Ohana Phnom Penh Palace Hotel is an admired boutique hotel in the heart of Phnom Penh’s much sought-after Riverside locale. We are within easy walking distance of a number of the city’s premier tourist attractions, such as the Royal Palace, National Museum and Wat Phnom. To enhance your relaxation we have a shady ground floor pool, and a roof-top sun terrace featuring two infinity plunge pools with Jacuzzis, affording wonderful river and city panoramas. We are the perfect choice for travellers wishing to have a calming and comfortable stay in the heart of the action. ... more   less 
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