Ban Ban Hotel

I just want to share my experience because I was very upset, and unfortunately, no one even apologized. We arrived at the hotel around 2:00 AM/ February 22 and asked if there was an available room. The staff said yes, and we were charged $60 for a king-size bed. During check-in, the only explanation given was about breakfast. There was no clear explanation about the check-in and check-out hours. Before going up to our room, I asked if it was considered an early check-in, and the staff nodded. Based on my previous experiences at other hotels, where early morning arrivals were treated as early check-ins for the next day, I assumed our check-out would be on the 23rd. In the morning, we left to attend an event and didn’t think about returning before 12 PM because we truly believed our stay was until the 23rd. When we came back at 2 PM, our key card was no longer working. I went down to the front desk, and the staff told me that our 2:00 AM check-in was already counted as one full day, and we needed to pay another $60. This gave me a headache because all along I thought our check-out was the next day. I explained what happened, and they gave us the key back without asking for payment at that moment. Since they returned the key without charging us, I assumed everything was clarified and settled. As far as I know, hotels usually don’t reactivate your key without confirming payment. However, at around 9 PM, they called our room asking us to pay again. That made me even more upset because I thought the issue had already been resolved. What disappointed me the most was the lack of clear explanation during check-in and the fact that no one apologized for the misunderstanding. Clear communication is very important, especially for guests arriving in the middle of the night. I hope the management can improve their check-in process to avoid this kind of confusion in the future. I just paid for it anyway even though our room was hot because the aircon is not working...

A good hotel with great breakfast (lot's of choices). Wonderful pool and gym (however the gym without A/C)

Upon arrival, there was hair in the shower.

Great breakfast - included in price. Location was excellent since we were visiting family in Sen Sok, not in Phnom Penh CBD. Lovely swimming pool. Pool towels were available. Staff were very friendly and eager to help. Air-conditioning was superb. Refrigerator in room. Nice big beds. Very spacious room. Electric kettle and coffee/tea making facilities available including cups - small. Cafes and restaurants very close by.

Bathroom flooded a bit when showering. Privacy not very good when using toilet. Mattresses are fairly hard, but apparently that is not unusual in Asian countries. Didn't worry us, though. Staff English a little unsure. We chose not to have a daily service of the room. We asked twice for extra toilet paper, but ended up buying our own. No kitchenware in the kitchenette. No cutlery (except teaspoons), no bowls, plates, etc. No microwave, stove, oven, toaster. No milk provided. Kettle plug didn't suit outlet, but we had a universal adapter, luckily. Varied success with onsite restaurant. Eye fillet steak was not good, though they tried really hard. We would have liked to book separate rooms for an extra cost, but they couldn't guarantee that the rooms would be close to each other.

Good selection of food variety for breakfast when buffet is available. The hotel offer a la carte choices when buffet isn't available, however, it is much longer wait for the food to be served and it looked very different from the picture on the menu.

The shower isn't fantastic at all. I am unable to adjust the hot temperature of the water no matter how I tried. One of my travel campanion also encounter the same issue. The aircon is rather loud, and there are also cockroaches in room and toilet area.

Spacious room with city view

The breakfast is not a buffet.