This air BNB is really a hotel. I never met the host/manager here.
On accident, i made reservations a day earlier than my arrival, which is fine I know it's my mess up. But to me, i have booked that room & it should be empty for me.. when i finally arrive the next day at 9 AM, they told me they arnt ready to check me in because "a previous guest has not checked out yet."
I told the staff about how i made an extra day reservation & the room shouldn't be occupied. I had to wait an hour while the staff expedited cleaning the room. Once I finally checked into the room, the bottles of shampoo & body wash was empty -- so much for expediting to clean my room.
My boyfriend & i ordered 2 separate packages for the massage deals on their pamphlets. We got charged the 2 different prices, but both received the massage for the one of lesser value(of course). When i tried to speak to the receptionist about it, she said she misunderstood on her end and that was the end of the story...she had no intensions of refunding me the difference. I confirmed with her that it's her fault she misunderstood what the package entailed on the masseurs's end, and I still have to pay for more. She said yes, and that's when I got mad. I understand American tourists spend a lot of money on vacation and its great for Cambodia, but it's he principle of needing to own up to your mistake if you made one. After 5 minutes of discussion with her, she refunded me, but it wasn't the correct amount. At that point I didn't care, I just wanted her to understand the principle and she can't just charge us everything anything even though "its just a few bucks."
When I checked out, they charged me for an airport pick up fee. I have evidence of communication with the host/manager via airbnb that the pickup is free. I showed the staff and he was still hesitant on waiving the fee. The staff had to spend an extra 15 minutes to call (i presume)their manager, and had them confirm.
Lastly, breakfast --- yes breakfast is free. 7 am - 10 am(possibly 10:30?) the waitress there barely know English. I learned day 1, reading what I wanted got me a different item on the menu. Fine-- 2nd day I ordered just saying the number.. and still got a messed up order. Day 3 -- ordered using numbers on the menu again, and got the order half right.
Location is close to pub street, place is clean, nice pool to cool down during the day.
Staff are friendly, but encountered hiccups that ended up being annoying as more and more happened.
Complaints: some staff don't really understand English, lots of miscommunication(not major, but enough to irritate me)