Christian S.
Google
I had an exceptionally frustrating experience booking with Royal Crown Hotel & Spa through Booking.com in Siem Reap. After making an honest mistake and booking for December 2–6 instead of my planned January 2–6 trip, I noticed my error within 12 hours and immediately explained it, requesting a rebooking. Despite this prompt action, the hotel staff were rude, totally unaccommodating, and entirely unreasonable.
Throughout the process, my efforts to communicate and fix the booking were ignored. The hotel ultimately declined any attempt to adjust my reservation, hiding behind rigid policies rather than showing basic hospitality or flexibility. Many hotels will try to help if a genuine error is reported quickly—even when availability exists—but Royal Crown treated me as if I was trying to take advantage, rather than as a valued guest.
The lack of responsiveness and curt rejection, without any dialogue or compromise, made the experience even worse. There was no acknowledgment of my prompt explanation nor any goodwill gesture like partial credit or a modified rate—only cold refusal. This attitude stood in stark contrast to the hotel’s advertised friendly and attentive service, exposing the reality behind their guest experience.
Given that Royal Crown Hotel & Spa partners with a global platform like Booking.com, I expected straightforward communication and a willingness to resolve simple errors quickly. Instead, their stonewalling and rigid “no changes” stance left me stuck with an unchangeable, unused booking, despite acting immediately and reasonably. For a property that claims polite and helpful staff, this behavior is hypocritical and falls far short of basic hospitality standards. If your stay hits a snag, be warned—you’re likely to encounter indifference or a flat refusal to help, regardless of how promptly you report an honest mistake.
