Tube Resort by EHM

I've been at this hotel for four days, and the service and staff behavior have made the experience extremely disappointing. Only about three people across the whole hotel were kind and professional. The rest left me feeling like guests weren't welcome. I wouldn't recommend staying unless the hotel seriously improves staff training, service and its attitude toward guests. The restaurant service is unacceptable. Waiters often act as if they can't see or hear you. When they finally come over, you have to repeat your order several times, and they still often forget it. Then you have to call them again and start over, and the food takes far too long to arrive. Once, my friend stepped away for less than a minute to sit on a nearby beach lounger, and staff cleared her table, including her food and wine, without asking. Most staff speak very poor English, even though the hotel caters to European guests. For the prices, they should hire more qualified, trained employees. The food quality is poor, and the bread-warming oven is broken and unclean. Cleanliness is a problem elsewhere too: sun loungers are often dirty, and on the beach staff remove personal belongings from loungers but leave dirty dishes and rubbish on tables. At breakfast there are often no free tables because staff haven't cleared them. Waiters may take away your dinner while you're still eating and bring the bill without being asked, which feels intrusive and disrespectful. There's no entertainment or activities on site, and Wi-Fi and electricity cut out several times a day. Room cleaning is inconsistent: my friends' room was cleaned only once in four days.

The beach is the best part: white sand, clear turquoise water and a tropical feel, with an easy sandy entry that's gentle even for weaker swimmers. It's quiet and away from crowds, so it's easy to relax and feel at home. Tube Resort sits in a breathtaking spot and looks good in its natural surroundings. The bungalows are decent and comfortable enough. I'd read mixed reviews and wasn't very optimistic, but the location and natural beauty pleasantly surprised me. The restaurant food is tasty, though meals and other products often run out. That's understandable on a remote island, but you need patience. The staff are generally friendly and helpful, especially the waiters and other junior employees who really try. The hard part was the sand flies. In December they were brutal, with constant itching, bites and scratched wounds. Many guests were visibly affected. It was exhausting and really spoiled the experience, so the resort needs to address it. Beautiful scenery can't make up for that. Management was another letdown. We told the resort for a week that we wanted a cake and dinner for a birthday surprise, and they promised it would all be ready at 6:00 PM. At 6:00 they changed the time to 8:00 PM, completely ruining the surprise. Then we waited two hours for the food we'd ordered. Stunning location, lovely beach and peaceful atmosphere, but the poor management, disorganization and sand flies get in the way. Fix those issues and this place could be amazing. For now, paradise comes with a price.

I do NOT recommend this hotel. They arranged boat tickets for us, but the boat was delayed by 2-3 hours. We were left standing there with no accurate information, proper explanation or solution. They kept telling us “15 minutes more,” but that turned into two hours of waiting, without a real update or anyone taking responsibility. It wasted our time, ruined part of the trip and felt very unprofessional.

The beach is usually clean, and this is one of the quieter parts of the island, so it's a good place to disconnect. The staff are cool, friendly and helpful, and they smile. I also enjoyed sharing space with the locals, who are the best part about Cambodia.