Now my preferred luxury hotel for staycations because of service, competitive pricing, and renovations
As an expat resident in Cambodia, it was the hotel’s excellent hotel package for residents and its recent renovations that made me decide to try the hotel as part of my staycation due to COVID-19. Whilst I have frequently dined at the hotel, what I did not appreciate until I stayed at the hotel was the flawless customer service from the front-line staff up to the various managers at Raffles. Besides the excellent English from the Cambodian staff, I found them to be knowledgeable because they could answer my questions accurately and with detail.
Chun Chanthol (receptionist), many thanks for explaining how the Accor points work, surprising me with the proactive COVID-19 preventative measure you took (e.g. F&B purchases, disinfecting my keys), and arranging my late check-out. Nimol Loeung (Elephant Bar manager), many thanks for your understanding regarding my dinner, which resulted in my company and I purchasing additional items rather than going elsewhere. Your kindness did not go unnoticed by my company, which prompted me to tell them about the positive first impressions the hotel already had on me within the first couple of hours of checking-in. Thank you as well for quickly sorting out the bills that I was paying for. Cheng Devid (waiter), I was super impressed that you had the authority to decide on the spot whether tweaks to the breakfast sets would be okay or not and the accuracy of your understanding of those tweaks. It made breakfast even more special for my guest and I. Pannisa Kosasaeng, thank you for the personal tour of the hotel’s spa and gym facilities. I could see how serious the hotel was taking COVID-19 precautionary measures, unlike other places who say they are but in practice are not doing enough. Finally, Dennis de Groot (hotel manager), many thanks for suggesting the possibility of a late check-out. Although one of the Cambodian staff had suggested this possibility on my way to breakfast, I thought they were joking. So, I took up the offer and ended up having a ridiculously late check-out, which allowed for my guest and I to push back our pre-planned lunch at Raffles as we needed more time to become hungry following our hearty breakfast. There are many more staff, whose names I did not note, who also provided an excellent service during my stay, including a tour of the accommodation in the main building including the Royal Suite. Thanks as well to Metta for arranging my booking via email.
Prior to my stay, I would not have known about the staycation offer for residents had the person, who was showing me the rooms before I booked, not informed me of the hotel’s offer on Facebook (which for some reason was not publicized on their website). I am very grateful to this person.
Other than this marketing issue, the only other feedback I have is for Elephant Bar not to have the band play so loud that it makes it difficult to have a conversation (which can result in people leaving) and not to allow groups of people mingle where the bar’s narrow walk area is during COVID-19 (I did not enjoy having to push through the crowd after signing my bill in order to exit). Additionally, over the last few months, I have found the checking of my temperature upon arrival to be inconsistent.