Novotel Sihanoukville Holiday Resort 4 stars

Dear Christen M. D. H., Greetings from Novotel Sihanoukville Holiday Resort, Thank you for taking the time to share your feedback regarding your recent stay with us. We are delighted to hear that you found the hotel itself beautiful, and enjoyed the stunning views and infinity pool. We are truly sorry to hear about the negative experiences you had with the location and service, and especially the frustration you encountered during checkout. We understand your concerns about the surrounding area and apologize if it did not meet your expectations. Sihanoukville is currently undergoing significant development, which unfortunately does result in a mix of finished and unfinished structures. Regarding the service, we apologize if the English proficiency of our Heartist was limited and if any interactions came across as unfriendly. At Accor, friendliness is our top priority, and our Talent and Culture team is actively working on training our Heartist in both service standards and fostering a friendly and welcoming attitude to ensure we provide excellent service to all our guests. Your feedback is invaluable in helping us identify areas where we can further improve. We also regret that you did not enjoy the food. We sincerely apologize for the confusion and frustration you experienced during your departure at the airport. We would like to clarify that when you checked in, we only took the total amount of your room charge. We did not take any deposit for incidental charges. Guests have the option to provide a deposit for incidentals upon check-in, which allows for charges such as restaurant bills to be added to the room bill and settled upon formal checkout. As you did not provide a deposit for incidentals, our policy requires payment on the spot at our restaurant. This is standard procedure when a deposit is not held for incidental charges. Regarding the issue at checkout, you checked out without coming through the front desk, which is not our usual guest procedure. This made it impossible for us to charge your credit card manually. For security reasons and as per bank policy, charging a guest\'s credit card requires the guest to sign a bank authorization form. Processing this document at the airport would have been impossible and we were concerned that you might miss your flight, which is why we requested payment in cash. We deeply regret the inconvenience and frustration this caused you at the airport. For your next stay with us, we highly recommend providing a deposit for incidental charges upon check-in. This will allow for a much smoother and faster checkout experience, as all incidental charges can be settled without the need for immediate payment or last-minute processing. Thank you again for your feedback. We value your feedback and hope you will consider staying with us again in the future. We are committed to improving our services and providing a more seamless experience for our guests. Best regards, Ayub YULIANTO General Manager

Dear Nuozhang Z., Greetings from Novotel Sihanoukville Holiday Resort, Thank you for taking the time to share your feedback about your recent stay with us. Thank you for taking the time to share your feedback about your recent stay with us. We apologize for the delay in processing your refund for reservation PGNSDJBG. We understand it took longer than the two weeks quoted at checkout. We understand how frustrating it is to wait longer than expected, and we sincerely apologize for this inconvenience. We are happy to confirm that your refund has now been successfully processed and transferred back to your account. You were correct to expect the refund within two weeks, and we regret that this timeline was not met. The recent extended holiday period for Khmer New Year in Cambodia unfortunately caused some unexpected delays in transactions with our bank. Please know that this is not our usual standard, and we are taking steps to ensure this doesn\'t happen again. We are in direct communication with our bank to not only ensure faster processing during normal periods but also to establish better procedures for handling transactions efficiently during busy periods or holidays. Thank you for your understanding. We hope to have the opportunity to welcome you back to our resort and provide you with a better stay. Best regards, Ayub YULIANTO General Manager

Dear M. C. M., Greetings from Novotel Sihanoukville Holiday Resort, Thank you for taking the time to share your feedback about your recent stay with us. We\'re delighted you found our hotel nice and cozy and that our Heartist provided friendly and helpful service. It means a lot to us that you noticed the efforts of our entire team. Thank you again for your feedback. We hope to have the opportunity to welcome you back to our resort and provide you with another enjoyable stay. Best regards, Ayub YULIANTO General Manager

Dear Mengchou C., Greetings from Novotel Sihanoukville Holiday Resort, Thank you for taking the time to share your feedback about your recent stay with us. We\'re delighted to hear that you found our Heartist friendly and our hygiene standards to be excellent. We take pride in providing exceptional service from the moment you arrive until the time you leave, so your feedback truly means a lot to us. Thank you again for your feedback. We hope to have the opportunity to welcome you back to our resort and provide you with another enjoyable stay. Best regards, Ayub YULIANTO General Manager

Dear Roeurn V., Greetings from Novotel Sihanoukville Holiday Resort, Thank you for taking the time to share your feedback about your recent stay with us. We\'re so glad to hear you enjoyed our convenient location and the holiday atmosphere. It’s wonderful that you found our hotel comfortable and clean, and we’re thrilled you loved the bright lobby and the direct access to the beach. It is our pleasure to provide a serene and spotless environment for our guests, and we’re glad that these aspects contributed positively to your stay. Thank you again for your feedback. We hope to have the opportunity to welcome you back to our resort and provide you with another enjoyable stay. Best regards, Ayub YULIANTO General Manager