I've actually stayed at the Park Hyatt Siem Reap previously, when my husband and I visited in 2014, and it feels much the same now as it did then. Siem Reap, on the other hand, has since changed to the point of being nearly unrecognizable, as extremely rapid development has transformed the town. And it's…
Continue reading: Review: Park Hyatt Siem Reap
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Concierge’s and hotels have to make money too. You pay a fee for convenience of them making the arrangements. Surely you know this from extensive traveling. And, like all tours and services, there are hits and misses. Even with high-end brand properties, airport transportation, for example, is outsourced and can appear to be just “some guy in a van”. Surprised at your critique.
@RB
they get paid for being the concierge, by the hotel that in turn gets paid by the guest who's staying there.
Please don't act as if blatant overcharging and commission hunting is somehow something that you have to accept if you're a hotel guest.
If you want guests to return (and thereby securing the job that pays you), it should be in the hotel's interest to satisfy their customers. And as far as I can see no outrageous requests have been made.
I swear to god, some people will find a way to always blame the traveller and will be okay with any bs that hotels, airlines or tour operators put them through and act all "surprised" if someone is not okay with it.
Great review, Tiffany. I'm staying here in August under an AMEX Fine Hotels rate.
I'm disappointed to hear about the concierge. At a place of this caliber and a location where it's more difficult to do these things on your own, it's especially unfortunate. I was going to book my tour through the hotel, but it may seem like I will have to find another option.
BTW, I want to get an early start at Angkor (sunrise, beat the heat, etc.) but come back for breakfast/rest, then go back to Angkor in the afternoon to continue the tour. Does that seem reasonable to do? Thanks.
@ RB -- Nope, they are paid a salary, and potentially receive tips. They shouldn't be relying on commissions from vendors at the expense of the guest experience.
This was definitely "some guy in a van" and not the taxi we'd requested -- I do know the difference.
Its pretty dang easy to do these things on your own. The hotel is right in town and English is well spoken. The concierge is not as bad as its made out to be.. but you are paying extra for the convenience. Its easiest to pay with US Dollars in Siem Reap so bring cash.
As for leaving the complex / coming back, its not unreasonable.
You can arrange for a self tour. Hotel will actually get you a tuk tuk (or you can easily get your own just outside). There is a "circuit" of three and IMHO Angkor Wat is the least interesting. You have to get a temple pass the day before (and its not cheap and the money goes to the Vietnamese).
@ Daniel -- Yep, that's exactly what we did, and I'll talk about that a little more in the next segment.
I would definitely research for a specific guide on TripAdvisor or similar. There's a huge difference between someone knowledgeable and someone who has just passed the basic licensing test.
My favorite pic is the one with the Porsche SUV .... hilarious how this oasis has changed due to our mega population growth / tourism. Only 10 years ago it was all toyota type taxis and tuk tuk rickshaws. 2019: Aman Resorts and Porsche SUVs.
Also, I enjoy reading your travel stories.
I remember staying in this city 19 years ago. Paved roads were not as common. Paid like $20 a night for a double room with AC. Hot water consisted of water they poured into a tank painted black the the sun then heated up. Given all the developments i dont really desire to return to cambodia. I liked it the way it was. Laos was on my list of places to visit but it sounds too depressing now. I will just explore further out places in Vietnam.
Great review, Tiffany! This will be very helpful as we're planning a similar Vietnam/Cambodia trip. We definitely agree with finding a private guide via Trip Advisor outside of the hotel - corruption isn't limited to Siem Reap, based on our experience.
@Bill: I too visited Angkor Wat well before it became a major tourist destination. When I went in 1998 there were still UN trucks around the town, dirt roads and only a couple of hotels. We could walk around the temples without any crowds, in fact in many places we were the only ones there. It's one of the few times I managed to be ahead of the trend when it comes to tourist destinations. It was a fabulous experience and one that simply cannot be repeated now with all the development. Bagan in Myanmar might come close to that experience right now.
@Tiffany: Very thorough review, great job! The issues with the concierge/front desk are unacceptable and I would have written a complaint to the management detailing everything you wrote in your review. Especially in a tourist-centric destination like Siem Reap and at a 5-star standard hotel like a Park Hyatt, a high-quality concierge and service desk is essential and it sounds like they were well short of the mark to the point of affecting the quality of your stay. Their inability to book the restaurant reservation is a great case in point of how deficient they were. I've never been a big fan of concierges, but this is the absolute baseline level of what they should be doing. The management needs your feedback.
It certainly sounds (and looks) like Siem Reip has evolved tremendously since I was last there a lifetime ago in 2007!
You’re review is certainly most helpful for readers planning a visit - great tip to miss the Apsara dinner and just take in the show with a drink too. I tend to agree with your sentiment regarding organised tours/transportation direct with the hotel. In developing nations such as Cambodia you will pay a very hefty price premium for the third party suppliers to bring their standards up to a level in line with the expectations of the brand in which it is contracted.
I do have some points of contention with your review however. Firstly, you mention late in the review that the Globalist benefits through World of Hyatt have been reduced subsuiquent to your stay five years ago in 2014. This is misleading as Globalist not World of Hyatt existed during 2014. Whilst management may have chosen to extend certain privileges to your reservation you may want to edit that peice.
Having consulted in operational guest experience functions for the last five years, I can assure you that Hyatt is the only major hotel company that write commissions into their code of business ethics compliance and they never receive a kickback for any service they provided to a guest. They are stand alone in this policy and I have seen many a great concierge leave Hyatt’s doors for that reason alone. Whilst It is obvious that transparency was a factor in your expectations not being meet by concierge I can assure you the integrity you are very willing to call into question is misguided.
Heading to the airport can often be a stressful occurrence yet alone when a delay in transport is being incurred. For reference similar delays occur when pre-booking Government regulated taxi’s in Australia as a regular occurrence. I assure you the hotel would have made every effort to work with the party chosen to facilitate your transport in a more fashion.
Lastly, regarding your preferred dining venue not being in the hotel’s “system”, I would read through the lines on this one as the hotel did not have confidence in the food quality and or safety standards of the venue and did not want to proceed acting as your booking party. If this was indeed the case it could have been communicated much more effectively, and that does seem to be pattern in what I am taking from your review.
Thanks once again for the contribution and the review.
btw, I wouldn't recommend burning points on the Park Hyatt cause really from a value perspective you can get essentially a luxury hotel room in Siem Reap for about $35-40. They are kind of all over the place.
@ Justin -- I did, and spoke with the manager on duty after the reservation fun. The gentleman was apologetic, but didn't do anything.
Thorough and honest review Tiffany. Many thanks.
I've recently found concierges to be borderline useless/corrupt, and not just just in Cambodia(though it sounds endemic there).
Beside the odd restaurant reservation that we are unable to make ourselves, we rarely ask them for anything. I guess we're jaded but they all seem to have a motive far beyond their salary and our satisfaction.
If they would do a great job I am more than happy to tip handsomely. Sadly, they seem to be getting worse.
@Tiffany: Wow, that's illustrative that they didn't do anything but apologize. Suggests to me that the problem stems from the management. I'm really surprised they didn't offer to comp a meal to make amends.
@Toby: That is an extremely generous interpretation of the events. I would point out though that just because something is written in policy (ie. commissions) does not mean that it's actually acted upon on the ground. Also: "I assure you the hotel would have made every effort to work with the party chosen to facilitate your transport in a more fashion." How can you possibly know this without actually being there? The proof is in the pudding and the very fact that the car was 20 minutes late shows that they didn't. That car should have been waiting for its passengers 15 minutes before the scheduled departure time. Jeez even car services in NY do that.
@Justin Siem Reap is not NY. Costs and prices are not as well. Brand expectation cannot translate from country to country all the time. Peninsula Hong Kong vs. Peninsula Manila anyone? You are in Siem Reap / Cambodia, so regardless where you stay a 20 minute delay is not beyond belief, especially given traffic and how it can be unpredictable and congested. Expecting a taxi 15 minutes early is ridiculous. Transportation companies need to make money and like planes, sitting or waiting makes nothing. Having traveled to these destinations, however, and experiencing these places behind just the hotels and outdoor showers, I embrace the fact that things don’t always work like clockwork.
@ Toby -- Thanks for the thought-provoking comments! I'm sure that with your consulting experience you can appreciate better than most that while the paperwork may say one thing, the implementation on the ground is often quite different. While the hotel contract with Hyatt may prohibit kickbacks, are you 1000% confident that there's enough management supervision and enforcement to overcome the local culture and ensure each individual employee is following the contract terms precisely? I'm not, because I stay in a lot of hotels, and getting the "brand-standard" number of water bottles in a room is often a near-impossibility, much less anything else.
As far as the restaurant goes, I would certainly understand if there were quality concerns (and agree that could have been articulated better if that was the case), but this was for a highly-regarded restaurant in Siem Reap that is known for having a kitchen run to European standards. When I discussed this episode with the manager on duty, he acknowledged that it was a fantastic restaurant, and that there was no reason for the concierge to not have been able to book it.
And of course I'm well aware that Hyatt has rebranded their loyalty program (we've written about it extensively!). The perks offered to top-tier guests at the time of my last visit (a special happy hour menu, a discount on spa services, other small touches) were not contracted requirements under the old program, but management felt they were worthwhile. Regardless of what the tier is called, those things are no longer being offered, which I think is worth mentioning for people considering a repeat stay. The Park Hyatt Tokyo, in comparison, used to have a reception for Diamond guests. They now have the same reception for Globalists.
So I certainly appreciate where you're coming from, but am afraid your assurances are a bit optimistic.
Stayed in the EXACT same room when I visited with my parents and wife. Loved it. That upper pool is one of my favorites in the whole world, as well.
Hope you had a chance to eat at Cuisine Wat Demnak. One of Asia's 50 Best Restaurants and the course menu is only ~$30.
@RB: Thank you for letting me know that Siem Reap is not NY. I wouldn't have known that. My point in referencing NY is that even in NY, which isn't exactly strong on customer service and has highly unpredictable traffic, car services (from my experience) that are pre-booked will make sure they arrive on time. The problem with your argument is that you say it was a taxi, except the point of Tiffany's story was that the hotel DID NOT order a taxi but rather a car service type van. Given that it was a car service, there absolutely should have been an expectation of timeliness.
And yes, the WHOLE POINT OF A BRAND, especially a 5-star brand is to have a baseline consistency of service. So yes, to a base level, hotel brand expectations do translate from country to country, especially at the 5-star level.
@Tiffany - You mention that the suite rate was a direct booking special. How did you find out about the special? Good to know, at least for other Hyatts.
I stayed at the LeMeridien at about the same time and had a much nicer experience, even though the Hyatt has a much better location. I was dubious about my choice but thanks to you I feel much better. Great and very detailed review.
I have two friends who work in the hotel industry (Intercontinental and Marriott in the US) and both told me to never book anything through the concierge. hmmm....
Sad but Siem Reap has turned into a sh**hole! Living as expat in Thailand, all I can say is that they offer there everything more expensive along with worse quality. The dollar as main currency is killing everything . I took my parents there 2016, because of my dad’s childhood dream or Angkor Wat. In the end he rather enjoyed the outer , more quiet temples.
Really nice and thorough review, with the only aspect of the property not pictured being its very limited fitness center.
I have stayed at this property 5 times in as many years, the last time being this January, and have gotten outsized redemption value out of it each time. It's the property where I have redeemed the free anniversary award night that I get through the Chase Hyatt visa card.
The first time I stayed there, I'd booked a 2-night revenue stay in a standard king room that I then upgraded to a suite using one of two complimentary suite upgrade certificates that I had gotten as a signup bonus when I was initially approved for the 'old' Chase Hyatt visa. On top of the 2-night revenue stay, I'd added a 2-night C+P award, which would have required that I vacate the suite after 2 nights and move to a standard king. However, I lucked out because the manager decided to avoid me the hassle of having to switch from the suite to the king, and simply let me spend all 4 nights in the suite. Kool.
I have been treated extremely well at this property despite having the lowest Hyatt elite status each time I have stayed there. When I was there in January, I was upgraded to a room with a view and a bit more space, despite being a just a lowly Discoverist. I am toying with the idea of returning there for my 2019 Year-end Asian Escapade(tm).
As usual, another gorgeous review, Tiffany. You’re so thorough and honest. Thanks for all your attention to detail!
Where was the dinner?
I was pretty set on staying here when my wife and I visit in November but now I’m not so sure. Folks, any other recommendations for 5 star hotel in Siem Riep where we can expect a better experience?
I am skeptical of food criticism made by someone who orders waffles and pancakes instead of num banh chok (fish curry noodle soup) for breakfast at the Park Hyatt Siem Reap. That being said, I recall the breakfast buffet not being replenished towards the end of the service. Amok is a curry, but it should have a custardy consistency; the dish in your photograph does not look like a custard at all and was clearly not steamed in a banana leaf.
The Park Hyatt is a lovely property, but Siem Reap itself is not a very pleasant tourist destination. Pub Street is an abomination.
@ cargocult -- If it helps, I actually didn't order either. In a clarification conversation the previous evening, Chef Pisith took away that I couldn't have wheat, and so had his staff bring those gluten-free items unsolicited.
Being 'germphobic' and Siem Reap, the city, being essentially a dump, I resolved to have nearly all my meals in the PH restaurant during my 5 separate visits. In general, I found most of the items I ordered (usually Cambodian/Khmer dishes) to be quite good and, importantly, quite clean. Not being a food aficionado, I will avoid making recommendations, but I never got sick from eating in the property restaurant and that is good enough for me 🙂
Thank you for a wonderful review.
Our experience last year with the Concierge at the Park Hyatt Siem Reap made us feel like the concierge service operated as some sort of "free agent," and there was a lack of coordination, with redundant booking, and no real follow through.
There was a mixture of genuine hospitality among the staff with others that came across as "scamming."
Perhaps it is a reflection of our experience throughout SE Asia.
Getting around the PH Siem Reap concierge shenanigans: always "do everything yourself"!
Never arrange anything through the hotel concierge (this is generally true for most the region) because you'll invariably pay more. For transportation from and back to the airport and around in Siem Reap, wait until you get there to make the arrangements. When you arrive at the airport, you will be able to get an official taxi/car that will cost you $10-$15 to the city. During that initial trip, your driver will offer to take you to the "Temple" (Angkor Wat) for a rate that is generally the same or below the "official" rate. Take it because it will be the best that you'll do. After the driver drops you at PH from the airport, arrange with him (usually a man) to pick you up and take you back to the airport on your departure day. He will be there and on time (of course, he would have given you his phone number so you can contact him to confirm your departure time and ensure that he is still on board).
That is how it's worked for me on 5 separate visits. In fact, on my first visit, the driver requested just $35 to take me to the 'Temple' for which he stayed with me the whole day, waiting in parking lots while I was sightseeing. In the end I paid him $50 as I felt like it would be a rip-off to pay him just $35 for the all-day service that I got.
G'day.
In Cambodia you should never ask your hotel to arrange anything for you. They will always wrangle a commission out of it, so either you end up paying more, or if the restaurant or tour you want to go to doesn't pay commissions, the hotel will either refuse, or lie and say they are fully booked. As someone who has worked for a tour business in Siem Reap, I can tell you that we dreaded the calls from hotels and wished customers would just contact us directly.
This seems to be the De La Paix where I stayed when Bill Bensley had recently redone it....but the gorgeous outdoor restaurant seems to be missing from the pictures...the roof top pool was wonderful.
Confused about everything else though...and Concierges are there to facilitate and get you the best tables etc....NOT to profit via kickbacks...
@Justin. But NY IS strong in car service as far as needs/demand and type of consumer, (premium) costs, and competition. How can you even compare the two places for car service? DCS said it best - why would anyone use conceierge service in SE Asia- especially for transportation- unless you are an 80 year old first time out of the US. But especially some blog trips - the reviews don’t sound as if these are travel savvy actions - experienced travelers can get around very easily and at a reasonable cost, on their own with just a small by of effort and research.
@ RB -- I arranged almost all transportation for four people for three weeks on my own, using a variety of methods from the Grab app to tuk tuks. And when the hotel was unable to make the arrangements I wanted on arrival, I did that too. But I don't see how asking someone at a luxury hotel to call a cab is a ridiculous ask?
@Christian asks: "@DCS – If you find Siem Reap to be a dump, why return so many times?"
Well, because that is part of its charm! Despite being dumpy, the place real and brims with life. Have you seen those TV shows about the "lives of the rich and famous" in which everything, from lawns to the mansions and their interior decors, looks absolutely perfect (the opposite of a "dump"), but the featured people do not seem to connect to anything or to anyone in the real world and, as result, seem pitifully isolated and unhappy? Well, Siem Reap is the opposite of that. It will not be featured on the "lives of the rich and famous", but the lives and the fun there are real, from mingled and bartering with merchants in "Night Markets", to sharing travel stories with a total stranger from South Korea who is there because he too loves to travel for the fun of it, to marveling at the TEMPLE followed by a beer and a dance at the 'Temple Bar' on Pub Street -- a small multi-national community.
In short, Siem Reap is a dump with a character where human connections are genuine, almost at the primeval level. As such, it is the perfect travel spot for someone like me.
Loved this place. But you're in cambodia. You need to try the street food! Which is only $5 for a complete meal!
I was in Siem Reap a little less than 2 years ago. Did not stay at the Park Hyatt, but did experience the rampant dishonesty. We took a flight on Vietnam Airways from HCMC to Siem Reap. The airline did not load enough arrival cards. We were told no worries as they are all over the arrivals area. So we arrive, do the visa on arrival and then are told we have to pay $5 USD each for an arrival card. There were about 6 of us, 3 different couples, all English speakers who were made to wait an hour before we were given the proper arrival card. This is not the visa on arrival as that we paid for and was put in our passports. When finally I went to the visa people and complained, and asked for a manager. Suddenly the forms were found. I was pissed! We waited over an hour after all the other passengers had left. It did not make for a good first impression. We did not have any other issues after that, but it most definitely left a sour taste in my mouth for Cambodia. As much as I loved Angkor Wat, my hotel and our really good guide, I doubt that I would go back.
I stayed here last year. Have done 37 of the 41 Park Hyatt’s currently open. Did not like the service one bit. Staff at front desk just like you said were unhelpful and generally not able to facilitate simple requests. Especially important when realistically only THEY speak the local language. Gym was exceptionally small. Restaurants average. Room was nice, but damp and a strange smell always. Management did not do much to provide an enjoyable experience even as a Globalist.
Thanks Tiffany I’m planning a south east Asia trip in 2024 and your trip reports are tremendous. You are such a great writer. I wish you were still writing. Of course I do my due diligence as things may have changed a bit but just wanted to let you know we are still reading these reports even though a few years old now. Cheers