SUN & MOON, Riverside Hotel

I’ve visited several times since the hotel opened and appreciate the beautiful space and thoughtful design. Today’s experience, though, didn’t meet the service standard I’d expect at a five-star hotel. While waiting for my guests, I briefly played one of the traditional string instruments on display. The sign described the instrument but didn’t say only a designated musician should play it. The sound was soft and didn’t disturb anyone. I accept that I should have asked first, but the waitstaff spoke to me sarcastically and condescendingly. They said, “we already hired a musician,” “There is no need for someone else to replace the musician,” and “You got the nerve to play without permission.” I often stay at five-star hotels in Cambodia, where staff are usually courteous even if a guest makes a mistake. This interaction fell short of that.

I’m staying here now, and the experience has been disappointing. I travel to Phnom Penh often and usually choose Marriott or Hyatt. This time I picked this hotel because it looked amazing from outside, but that was a poor choice. I paid around USD 180 a night and booked through a third-party app that listed the room for one person. I’ve stayed at other Phnom Penh hotels under the same condition without an issue when traveling with my partner. Here I was unexpectedly asked to pay extra for an additional guest. Front office staff were surprisingly dismissive and unprofessional. The toilet seat looked stained and not properly cleaned. The bathroom lights stayed on all night, which made sleeping hard, and the dimmer and curtain control switches didn’t work. Given the price and appearance, it was a poor experience. I hope management improves staff training and maintenance, because the property has potential.

Breakfast has a great juice selection, and both the buffet and pool are lovely. I’m taking off a star because the cigarette smell needs attention. They seem aware of it, since they offer a scent machine, but it just mixes with the smoke smell.

The river view and infinity pool made a great setting for my birthday party, and I had a really good time. Food and drinks were delicious, the atmosphere was phenomenal, and service was amazing too. Definitely one of the best places I’ve visited.