Palace Gate Hotel & Resort by EHM
5.0-star · #44, Sothearos Blvd (corner of street 240) , Khan Daun Penh, Sangkat Chey Chumnea Doun Penh
4.7(1,294 Google reviews)
JB
J. B.
5/5
Google· a month ago
Google· a month agoI had a wonderful stay at Palace Gate Hotel & Resort. It was a lovely surprise on arrival to be upgraded to a beautiful room with a private pool and a view of the Royal Palace. The room was exceptionally clean, and the bed was extremely comfortable, with a pillow menu allowing me to choose exactly what I needed. The water pressure was excellent, and the personal care products provided were very pleasant. What really made my stay special, however, was the staff. Everyone was highly professional, attentive, kind and welcoming throughout my stay. They made the whole experience genuinely relaxing and enjoyable, and I felt very well looked after. The restaurant staff were particularly attentive to my dietary requirements and arranged my meals according to my allergies, which I greatly appreciated. The spa was another highlight. I had some of the most relaxing and indulgent treatments with Pearom, who was an exceptionally skilful and kind therapist. I also had several treatments at the beauty salon, including my hair, a pedicure and a manicure. The experience was an absolute pleasure and included a wonderfully thorough head and shoulder massage. Neth was extremely professional, caring and attentive, and made the whole experience particularly relaxing. The reception team were consistently helpful, attentive and proactive in making my stay as easy and comfortable as possible. Housekeeping, the bell staff and room service all operated smoothly and to a very professional standard. There is, however, one important point that I think prospective guests should be aware of. The hotel offers quite different categories of accommodation, and this distinction was not entirely clear to me when booking online. The Apsara rooms are very different from the Royal rooms. I was fortunate to be upgraded to a beautiful room in the Royal category. However, when I later asked about extending my stay, I was told that the room I had originally booked would not have had a window. This came as a considerable surprise, as I had not seen this clearly stated in the online room description when making my reservation. I would happily recommend Palace Gate Hotel & Resort to anyone looking for relaxation, attentive service and a touch of luxury. My experience there was genuinely lovely. I would simply advise guests to pay close attention to the exact room category they are booking and to confirm the room details directly with the hotel beforehand, particularly whether the room has a window, so that there are no unexpected surprises on arrival.
J
Jane
5/5Google· 4 months ago
Google· 4 months agoOur stay at Palace Gate Hotel & Resort was absolutely outstanding from start to finish. Every single member of staff went above and beyond to make us feel welcome. From the cleaners and bar staff to the reception team, everyone treated us with genuine warmth, kindness, and exceptional hospitality. When we arrived, we were completely overwhelmed by the beautiful birthday surprise waiting in our room. The special decorations, heartfelt birthday greeting, delicious cake, and staff singing Happy Birthday made the occasion truly unforgettable. It was such a thoughtful touch and meant so much to us. The hotel itself is stunning. The rooms are beautiful, the pool area is gorgeous, and every part of the property is impeccably maintained. There is a sense of elegance and tranquility throughout. A special thank you as well to the lovely lady who braided my hair – such a wonderful experience and a memory I will cherish. We are forever grateful to the entire team for making our stay so special. Thank you for creating memories that will last a lifetime. With heartfelt thanks, Jane & Darren ✨🇰🇭💕
MC
Matt Cooper
2/5Google· 10 months ago
Google· 10 months agoThis hotel has a lot of promise, but unfortunately the service and professionalism fell far short of what’s expected from a property that strongly markets itself as five-star. Our issues began before arrival. We accidentally booked the confusingly named sister property, Palace Gate Hotel & Residence, which is extremely close by and nearly identical in name. When we realized the mistake and asked to switch, we checked Booking.com and saw the prices were identical for our dates. Despite this, the hotel insisted on charging an “upgrade fee,” justifying it by saying one property was four-star and this one was five-star. The upgrade fee itself kept changing: first $15 per night, then $30 per night, and eventually “negotiated” down to $20 per night. This flip-flopping felt unprofessional and set the tone for the stay. At check-in, we were required to provide a $100 USD deposit in cash only, with no option to use a credit card. This was inconvenient, especially for international travelers who don’t carry large amounts of cash. We were initially placed in a room with essentially no usable window. We later learned that all rooms on that side of the hotel have fogged-over windows due to overlooking part of the palace, but this was never disclosed. When we asked to change rooms, staff initially dismissed our concern before eventually moving us. The final room did have a genuinely nice view of the city and palace, which we appreciated. Service at the pool was particularly poor. Staff were inattentive and difficult to get the attention of. We waited 45 minutes for a drink order, which was made incorrectly three times, despite being very clear. When we raised this, we were told the staff were “new and untrained.” While that may explain mistakes, it’s not a reasonable excuse for a hotel positioning itself as five-star. We raised concerns throughout our stay and spoke with management multiple times, but our feedback was consistently dismissed with little interest in fixing anything. At checkout, we again asked whether the hotel wanted to address the issues we raised, and the answer was simply no. The final frustration was the return of our deposit, which could not be refunded fully in USD and instead was returned as a mix of U.S. dollars and Cambodian riel—annoying for guests about to leave the country. That said, this property does have real potential. The location is excellent, the pool area is beautiful, the breakfast was genuinely good, and once moved, our room had a lovely view. With better training, clearer policies, and a more guest-focused management approach, this could be a great hotel. Unfortunately, consistently poor service overshadows the experience today.
SW
Scott Williamson
5/5Google· 2 weeks ago
Google· 2 weeks agoFantastic hotel in a great location. The staff are all extremely helpful and friendly. The pool area is perfect to sit and relax. The restaurant is very good, that good we dined twice. The rooms are very spacious and have everything you need and the beds are very comfortable. We had a fantastic stay.
Response from the property
Dear Scott Williamson, Warm greetings from Palace Gate Hotel & Resort by EHM! Thank you for your fantastic review. We are delighted that you enjoyed our convenient location, friendly and helpful team, spacious and well-equipped rooms, and comfortable beds. It is especially pleasing to know that our pool area provided a relaxing retreat and that you enjoyed Mealea Restaurant so much that you dined with us twice! Your kind words mean a great deal to our entire team. We are thrilled that you had such a fantastic stay and look forward to welcoming you back to Palace Gate on your next visit to Phnom Penh. Warm regards, Panha SIN Cluster General Manager Palace Gate Hotel & Resort by EHM
KS
Kelly Swift
5/5Google· 2 months ago
Google· 2 months ago✨ PALACE GATE HOTEL — PHNOM PENH ✨ We just spent a few wonderful nights at Palace Gate Hotel, and the experience was absolutely amazing! From the moment we arrived, the hospitality was spectacular—we truly felt like royalty. Every member of the team, from the porters and front desk to housekeeping, the pool staff, and restaurant team, went above and beyond to make our stay comfortable, special, and memorable. The genuine warmth and attentiveness of everyone made such an impression on us. We honestly didn’t want to leave! A huge thank you to the entire Palace Gate Hotel team for making our stay so wonderful. We appreciate you more than you know! ❤️
NT
Nick Thompson
5/5Google· 6 months ago
Google· 6 months agoWe chose this hotel for a quick two-night trip to Phnom Penh. It was our first time in the city and we found it to be a great base to explore from. Location: Perfect location to explore Phnom Penh. It is within walking distance of the palace as well as the weekend walking street. There are also some really good options for food and coffee nearby. Rooms: Comfortable, clean, and tastefully decorated. Everything was in working order and we enjoyed how spacious the room was. Amenities: Awesome amenities including a fitness center, spa, and of course the lovely pool. The fitness center is well equipped with a cable machine, dumbells, cardio machines, and a few isolation machines. It has a beautiful view over the river too. Food: Our booking included breakfast, and we were very pleased with it. There is a good variety of fun local dishes to try as well as Western comforts like bread, cheese, cereal, etc. There's also a nice selection of fresh fruit.
AK
Angelika Koch
3/5Google· Edited 3 months ago
Google· Edited 3 months agoThe property is great, and the pool area is simply beautiful. Breakfast was excellent, and they even had clearly labeled vegan options. The service was very attentive and helpful, and the location is perfect quiet yet right next to the Royal Palace. However, for a 5-star hotel, the rooms were a huge letdown. While the decor was nice and beautiful, the room smelled strongly of a damp cellar, to the point where it could give you a headache. Unfortunately, the air conditioning was also noticeably moldy. It was okay for just one night, but I wouldn't have stayed any longer in that room.
L
liuy794
1/5
Tripadvisor· a month ago
Tripadvisor· a month ago**Very Disappointing Experience – Serious Improvement Needed** I recently stayed at Palace Gate Hotel & Resort by EHM in Phnom Penh, and unfortunately my experience was extremely disappointing. From my personal experience, the overall service was far below the standard I expected from a hotel of this level. The room condition and cleanliness were not satisfactory, and several aspects of the facilities did not meet my expectations. I also experienced poor service handling, and I felt that my concerns were not addressed professionally or effectively. What disappointed me most was the overall lack of attention to guest comfort, service quality, and proper management. When guests are paying to stay at a hotel of this standard, they should be able to expect a clean and comfortable room, properly maintained facilities, respectful service, and professional handling of complaints. Unfortunately, my stay left me feeling frustrated and very disappointed. Based on what I personally experienced during my stay, I believe the hotel management needs to seriously review its service standards, room maintenance, cleanliness, staff training, and complaint-handling procedures. I sincerely hope the owners and senior management investigate these operational issues and take real action to improve the guest experience. This review is based on my own experience during my stay, and I am sharing it so that future guests can make an informed decision. **Overall, this was a very poor experience and far below my expectations.**
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