Royal Palace Suites Hotel by Caerus

The staff at housekeeping were willing to help us, but reception made the whole stay frustrating. We had asked for a baby crib before arriving, then were told none were available. They also refused a spare mattress and blanket, saying the hotel was full and housekeeping had gone home. That didn’t ring true: ours was the only occupied room on our floor, other floors looked empty, and housekeeping told us the next day that reception had access to the storage room. We felt reception simply didn’t want to help. There was no high chair in the restaurant either, which made eating with a baby harder. We paid a $50 cash bond at check-in that hadn’t been disclosed when we booked. Room service had no menu in the room until we asked, and we were overcharged when the food arrived. The internet barely worked, and the mattress was rock hard. The hotel was dirty and noisy, with nearby construction that hadn’t been mentioned online. The earplugs left in the room were the only hint. We could also hear people walking around upstairs, so it was hard to rest. Reception were repeatedly rude, dismissive, and unhelpful. They argued and made excuses instead of addressing our concerns. The service lacked basic empathy and a willingness to assist. We’d stayed at at least ten other hotels during our Cambodia trip, and this was the most expensive but by far the least pleasant. It was a disappointing experience for the price, and I wouldn’t recommend staying here.

I couldn’t sleep because the walls were so thin. Even ordinary conversation from the next room came through, and I could hear the couple whispering in the middle of the night. Such a shame, because the room itself was new, stylish, and spotless, with excellent facilities and hot water in the shower. My room’s view was blocked by the building next door, though the view from the dining area was lovely. Breakfast was generous and delicious, and the staff were polite. Apart from the noise, it was a very good stay.

The rooftop and location were the highlights for me. Most attractions are a 15-20 minute walk away, and a tuk-tuk ride of about 10 minutes can get you elsewhere. The infinity pool and terrace are a nice place to unwind, though the sunbeds are falling apart. There’s also a bar just below the rooftop, with happy hour all afternoon and evening. Breakfast up on the roof was pleasant, with three courses and a few options for each. The rest of the property was fine but didn’t stand out. The rooms have an industrial look, but the finishing feels rushed. Amenities were sparse, with no coffee and only small plastic bottles of shampoo and shower gel. The kettle was awkward to use, since it could only be plugged in by the bed or on the floor near the entrance. The walk-in shower was nice, but there was nowhere nearby to hang towels, so I had to cross the room. The staff were polite, but didn’t know much about tourist attractions and didn’t offer help arranging tuk-tuks or tours. Overall, a decent stay, but the rooms and service could be better.

The room was amazing, with floor-to-ceiling windows and a great city view from the bed. The pool was nice too, but only had two lounge chairs, and both were broken. Service was terrible. We waited at least 40 minutes for breakfast one day. The food was okay, but my husband’s club sandwich had maybe an ounce of chicken in it. They also had no milk, so black coffee was the only option. After housekeeping cleaned our room, they left us with no toilet paper. I called reception and waited an hour and a half, then went downstairs to ask in person. This isn’t a five-star resort. I wouldn’t recommend it or come back.