Caring For The Customer

The "caring for the customer" rating is an aggregate score for the five parameters we survey (Cleanliness, Check in/Welcome, Service, Charm/Experience and Overall Impression/Value. There must be a minimum of 3 traveller ratings we can average before we display a rating for the property. We also age traveller ratings and discard any that are over twelve months old.

City River Hotel has an average customer care rating of 4.21 (out of a possible 5). The scores for each parameter are:


• Cleanliness ............................................ 4.37
• Check in/Welcome ................................ 4.23
• Service ..................................................... 4.17
• Charm/Experience ................................ 4.1
• Overall Impression/Value .................... 4.17
Traveller Feedback
Mr. vicky b.
- Australia
on 15/06/2010		 execllent could not want for better, rooms were clean and beds were comfortable, bathrooms were good size location was excellent, for the price you could not do better would go back tomorrow, stafff were very friendly.
Mrs. Anne P.
- Australia
on 03/04/2010		 Although everything else was very good, there was confusion over airport transfers. It appears from the site they are free but only the pickup is free. Delivery back at the end of the stay was charged. Not that it was a huge amount but it did seem like deception.
Mr. Muhamad Izwan A.
- Malaysia
on 30/03/2010		 The accomondation was clean and the staffs were helpful and friendly.
Mr. You-Chan B.
- Korea Repof
on 10/03/2010		 The service of City River Hotel is very nice.
The hotel is very comfortable and swimming pool is quiet and good.
Mr. Oliver G.
- Germany
on 06/02/2010		 It was a great time here and for sure we will be back again...
Ms. Roslyn B.
- Australia
on 05/02/2010		 Not a lot of breakfast options for vegetarians, especially if you follow a gluten free diet.
Mr. Tomas L.
- Sweden
on 14/01/2010		 This was one of the best hotels on our trip. We only lacked WiFi on the room. Otherwise everything was to our liking.
Mr. Geoffrey B.
- United Kingdom
on 30/08/2009		 Acommodation is clean but basic. Staff are all friendly and helpful. Wireless internet is provided free (but not in rooms) which is excellent. Comapre this to big 5 star hotels in Singapore that charge exorbitant amounts.
Mr. Exiang Z.
- China
on 22/07/2009		 Because this my couple and my son travelled together, so it's hard to find a place to dry our clothes, it's better to fix a ring at the balcony as some others.
Mr. Carl M.
- United Kingdom
on 18/07/2009		 My stay was a real pleasure and I will stay again soon.
Ms. Sandra H.
- Australia
on 06/05/2009		 Everything was Excellent! and I will tell my friends about this hotel.
Ms. Molly B.
- United States
on 19/03/2009		 My room smelled like smoke and I had a non-smoking room. Then I noticed that the staff actually smoked in my bathroom (there were ashes in the bathroom). I complained and they let me move to a new room.

Great location. Friendly staff, great pool.
Mr. Anthony P.
- Canada
on 11/03/2009		 Very nice hotel, beautiful pool on the roof.
Loved Siem Reap, would go back in a minute.
Ms. Susan H.
- United States
on 23/02/2009		 We received a very warm welcome and greeting. the morning receptionist was fabulous! He was very helpful in booking us a driver and guide. The afternoon/evening desk clerk was not very pleasant and often rude. Overall the rest of the staff was very helpful and kind. The doormen and maids always greeted us when passing us in the hallway. We were generally pleased with the service, minus the one individual.
Mr. John B.
- United Kingdom
on 06/02/2009		 The hotel is lovely and it is quiet. With a free massage and a free poolside drink included in your stay it is good alue if you stay for just one night.
What lets this place down is:
1. The quality of the reception staff, which is poor.
2. The breakfast buffet.
The reception staff are forgetfukl and slightly unprofessional. Often when I went to reception to ask about something I would be asked to sign for something that we had previously oredered before they would answer my initial question. Also, on two occassions I had to remind the receptionist that they had forgotten to find some information that they had assured me they would prepare for me.
The breakfast buffet was dissappointing for a hotel of this quality. The eggs were cooked in advance and then kept in a heated cabinet (sometimes turned off) as was the bacon. This usually meant that the eggs were either cold and or horribly overcooked. The bacon was always cooked to a high crisp. The juice was pretty awful too.
Overall, I would not recommend this stay for more than one night. Especially as there re so many cheaper and more homely options ie Siem Reap.
Ms. meg h.
- Australia
on 02/12/2008		 Upon our arrival the desk clerks were not very friendly, did not smile, and appeared to look us up & down disapprovingly (perhaps we were looking a tad dishevelled after our 5 hour drive from Phnom Penh!?)
The remainder of the hotel staff, however, were very friendly, warm, charming and attentive.
The pool and bar on the roof is a great location to relax at the end of a long day at Angkor Wat.
Our Angkor Wat tour guide (arranged through the hotel) was lovely - his English was very good, he had an extensive knowledge of the temples, and a great sense of humour - the price of USD22 each was very reasonable for the 9+ hour day.
Mr. Fanbo (Samuel) W.
- China
on 09/10/2008		 The front office staff is a chaming point in the hotel as it seemed they're ready and willing to serve at anytime. Actually they did a great job. Also the guestroom cleaning should get a good mark. Generally the hotel runs on a regular route.
Ms. Ognjenka V.
- Bosnia & Herzegovina
on 07/10/2008		 As link is wery good, I was expected the same from the hotel. Actually, some staff are really good, but main impression- dissapointing. When i was checking in, I had to pay not deposit, but the whole amount. In the same time, I met one men, returning breakfast coupons, and telling them that he is leaving deposit, but decited to change hotel. It was strange at that time. Staff don't speak English. Whatever they organized was not what was agreed and not worth money. But, as hotel is clean, and some of staff is really nice, I'd forget all the rest. But I arrived to KL after and my sister found out that her mobile is left in seif, in Siam Reap. I called and asked to check. They (after understanding what I was talking about) asked about fax number on my hotel in KL, in order to inform me by fax if it was found or nor. Never reaceived response. Siam reap is beautiful. All around, and of course, Angkor Wat, but if I ever decide to go there again, I'll not stay in the same hotel, and would not recommend anybody.
Ms. Lucy H.
- United Kingdom
on 25/08/2008		 We would definitely recommend the City River Hotel as somewhere to stay in Siem Reap. The location is excellent, the staff very helpful and friendly and the roof top pool and bar superb!
Ms. Kate B.
- Australia
on 05/07/2008		 Ecellent location and the staff are super friendly and provide helpful information. Always clean and having breakfast included is a definate winner.
Ms. Sharleen C.
- Malaysia
on 19/06/2008		 Location is good; just a short walking distance to Old Market and Pub Street where you can find lots of eateries.

Room is clean, and breakfast is good although could do better with more croissants. Need to keep asking for replenishment. Guess the croissants were too delicious to resist.
Mrs. KARMINE DOS SANTOS M.
- Brazil
on 09/06/2008		 I had a memorable stay at your hotel,starting with the extremelly friendly staff.The room was really clean, and confortable.
Mr. Tue D.
- United States
on 03/03/2008		 Staff was very helpful and went out of their way to assist you in everyway.
the room was large but sparsely decorated; and the bathroom was rather small.
Mrs. Nicola P.
- United Kingdom
on 20/02/2008
The hotel and the service were excellent. The only problem we encountered was that we could hear what the guests in the next room were doing - arguing!!!
Many thanks for the great service we had.
Ms. Rachel L.
- Australia
on 11/02/2008		 I booked two deluxe rooms, which include river view and a balcony. As the booking discription online says: "The 30 sqm deluxe rooms are beautiful, quiet and clean, with large windows and river view.
Room amenities: , Air conditioning, Baby crib/cot/bed, Fridge, Balcony, Hair dryer, TV - Cable/Satellite, ...

But what I got was two rooms with city view (lower grade with $8 less), and one room even without a balcony(even the lower grade said with a balcony).

The manager told me that they had very few river-view rooms and he could change a room with river view with me (but without a balcony and the river view was from a small window, whereas the large window with ugly messy bulding view). What was more, the river view was far not so nice as the picture showed online. We were very disappointed, but since I didn't want my friends and me to be more annoyed, I gave up to ask for changing the room.
Ms. PECK LIAN C.
- Singapore
on 16/12/2007		 This hotel is value for money. Located away from busy Old Market,yet walking distance from it. Serves good breakfast, rooms are clean & big enough. Staff are friendly & helpful to all - asian & western guests. Great local food/pizza/pasta and cheap liquor can be found right door at the What Bo restaurant and Molopor Cafe. No complaints except . . .
1) kettle for boiling hot water not available
2) electric socket required 2 pin
It would be good to mention online so that travellers come better prepared.
Other than that, we're looking forward to return someday with our family. Have been recommending friends since our trip.
Mr. Burt G.
- United States
on 06/12/2007		 Hotel was very nice and well managed. Food was very good. Overall good experience and would book again. Slight issue with internet but efforts were made to correct.
Mr. Tan Shet Loon, F.
- Malaysia
on 06/09/2007		 A very clean & comfortable stay. Took all the ache and stiffness away from all the walking and climbing at the temples. Presented a very safe & peaceful environment with great people around. Within walking distance to the popular markets, restaurants & shops. Highly recomended for its price range.
Mr. GINO F.
- Italy
on 04/09/2007		 I booked a suite and it was a great experience, The staff is very kind and make you you feel very happy.
Mr. Jakin S.
- Australia
on 07/08/2007		 No comment submitted
Mr. Robert B.
- Korea Repof
on 01/08/2007		 Hiring a car for the day is a great bargain at the City River. Be sure to ask for Mr. Tung, the most honest, safe, and trustworthy driver ever. No hidden agenda. No scams. Just friendly service. Don't forget to tip - he's worth it.
Hotel was very reasonable, nice rooms, great location.
Ms. CHING KOI H.
- Malaysia
on 26/03/2007		 They provide free flow of mineral water at the reception area which is great in a hot country. The towel were clean so is the toilet. I would certainly recommended your hotel to my friends and I will be back.
Ms. Miriam K.
- United States
on 23/03/2007		 No comment submitted
Ms. Nartaya S.
- Thailand
on 25/02/2007		 No comment submitted
Mr. Dean D.
- Canada
on 23/02/2007		 We were to be picked up at the airport and no one showed up from the hotel.
Booked two rooms and only one was available.
Construction noise.
Unknowledgeable staff behind reception desk
Lack ( none) of maps or information or guide books.
Manager quick to resolve problems ( when he's there)
Mr. Steven N.
- Vietnam
on 07/02/2007		 old soap from last ocupant left in shower, and toilet not cleaned, water in shower very unprectiable hot /cold/ no pressure then ok for a minute. But we had a lovley stay and will be happy to stay again and tell our friends. Keep up the good work
Mr. Charles M.
- Australia
on 31/01/2007		 I I was booked into your hotel by Thomas & kristen Holdo Hansen from Earthwalkers through World Hotel Link as the best Family run-family atmosphere Hotel in Siem Reap.My stay agreed completely with the assessment.

Charles Mansfield. Sydney,Australia
Mrs. Margaret W.
- Canada
on 29/01/2007		 Our room was exceptional value for money. My only complaint would be that the couch was uncomfortable and there were no chairs/lamps suitable for sitting and reading although there was ample room for at least one. The staff responded to all requests promptly and with a smile. Location is great...a short walk to the market and numerous restaurants. Buffet breakfast offered lots of choice. Hotel van pick up from the airport was prompt and service was available for return for a small fee.
Mr. David L.
- Sweden
on 15/01/2007		 No comment submitted
Mr. Rod M.
- Japan
on 09/01/2007		 Very good location (only a 5-10 minute walk away from where the "nightlife" is in town). Great breakfast. Nice rooms. Friendly staff. I definitely recommend this place.
Mr. Hak L.
- Australia
on 19/12/2006		 Very pleased with the location and service from the City River.
Mrs. chan geok l.
- Singapore
on 14/12/2006		 Strongly recommend to provide a kettle and hair dryer.
Mr. David J.
- United States
on 11/12/2006		 I really enjoyed my stay at the City River Hotel. It was everything that was advertised. The staff was very friendly and helpful. I feel City River Hotel provided excellent value. I look forward to staying there again in the future.
Ms. Peggy R.
- United States
on 11/11/2006		 We were so glad to be at the City River Hotel rather than at a large spa type facility. We enjoyed looking at the river and activities that took place there. We especially liked being near local people with local restaurants. We took advantage of the market nearby. We hope to return one day with our grandchildren.
Ms. Melanie R.
- Singapore
on 27/10/2006		 Very convenient location and offering excellent value for money. Helpful, friendly staff.
Ms. Sharon C.
- Malaysia
on 08/10/2006		 The hotel location is good. within walking distance to the old and central markets. The hotel rooms are clean. Would definitely recommend friends
to this hotel
Ms. Jiew Wan T.
- Singapore
on 19/09/2006		 A humble, clean and pleasant hotel reasonably price. Pretty good value for money. Though, it would be better if the hotel can provide credit card payment service. And perhaps a more local taste breakfast
Mr. Shih Jern L.
- Malaysia
on 31/08/2006		 City River Hotel was excellent - we really enjoyed our stay there, and was good value for the price we paid. We would highly recommend it to others.
Mr. Donald G.
- China
on 21/08/2006		 The hotel offers Airport transfer free of charge according to the entry on the website. But that is just from the airport to the hotel and they expect you to pay for the return journey. The manager claimed this is mentioned on the website. But had it been there we may have gone to a different hotel!
Ms. Virginia R.
- Singapore
on 16/08/2006		 The staff are very friendly and helpful with organising any service that you want without being pushy
Ms. Emile L.
- Malaysia
on 23/07/2006		 City River Hotel is in a very convenient location, walking distance to Old Market where there is plenty of food outlets and local shopping. Staff are helpful and prompt in service. Only setback is that there are no street lamps in Siem Reap and that makes going out late at night a bit scary.
Ms. YEW BEE T.
- Singapore
on 18/07/2006		 The overall impression of the the Hotel is good. However, I feel cheated and upsaid regarding the Car services I booked online. They should tell me their charges upfront.
Mr. Paul C.
- Singapore
on 14/07/2006		 Nice middle of the range hotel, good location. However, the air-con in the rooms needs upgrading, very bad.
Ms. GiGi L.
- Malaysia
on 27/06/2006		 Staff in the City River Hotel are very helpful, even though they do not speak very fluent English, but they have always been trying very hard to understand our questions/requests and tried their very best to assist us.
Mr. John L.
- United States
on 19/06/2006		 Good location and price. Hotel was not well air-conditioned though.
Mr. khoo teng l.
- Malaysia
on 10/06/2006		 Only regret is do not have own swimming pool, but undestand from the staff the hotel going to construct their own.Once again thank you very much.
Mr. Bruce M.
- Canada
on 23/05/2006		 The staff was helpful and friendly. We had no problems at all and the hotel is in a quiet but convenient location.
Ms. saraswathy g.
- Singapore
on 20/04/2006		 Beautiful place to stay......and the hotel staff were friendly and helpful.
Mr. ken l.
- United States
on 19/04/2006		 Great place. I would go there any time. First class.
Ms. Chio S.
- Singapore
on 29/03/2006		 We all are very happy about the environmental and the services you provided.
Only thing is the hotel should have the proper coffee/tea making facilities in the rooms as you adverties in the internet.
The R.Manager Mr. Sreng Sokha (Mr.Paul) is a really great staff of your hotel.
I have to say "Thank you" again to him.
I recommened the hotel to all my friends. I'm sure all the groups will stay at
City River Hotel when they visiting S.R on oct ----Dec.
Ms. Leslie H.
- Japan
on 24/03/2006		 This was a really great place to stay! I was impressed. The staff is super friendly, the breakfast buffet is excellent and different each day and the internet connection fast.
Mr. Andre A.
- Malaysia
on 23/03/2006		 great hotel in a great town in an amazing country
Ms. deborah c.
- Malaysia
on 17/03/2006		 Food at the breakfast buffet could be improved. There is better food at the town area for less.
Overall, the hotel is fine, location is great! Price is a bit much tho, compared to other asian destinations since there is no pool and to use the pool next door, the price is high. (US$3.50 p/pax). Booked connecting rooms a mth ahead as i hv children, but one room was not available.
Mr. Chit Beng F.
- Malaysia
on 27/02/2006		 As a Malaysian I found the most local products sold at Seam Reap very expensive, like arts & crafts, comparing with other countries like Vietnam and China. Food prices too are expensive.
Mr. Loi Hong C.
- Malaysia
on 26/02/2006		 The room check-in and check-out were fast and the breakfast spreads provided was satisfactory. Room service was prompt and the room was clean. Overall I am satisfied with this hotel.
Mr. Gary E.
- Thailand
on 24/02/2006		 A great value three star hotel. Easy walking distance to the Old Market area with its restaurants and bars but far enough way to be peaceful. Excellent friendly staff.
Mr. Roger H.
- United States
on 18/01/2006		 The hotel staff were helpful with advice and arrangements for transportation. We would recommend this hotel to other travellers.
Mr. Monika F.
on 18/01/2006		 City River Hotel is great place - the location is quiet and close to the center, the staff in nice.
Mr. Jozen G.
- Japan
on 11/01/2006		 If you do not enjoy your stay at the City River Hotel, I can only think that something is wrong with you :-)
Mr. james b.
- United States
on 29/11/2005		 good hotel; we would stay there again; very helpful and friendly staff. good value; good location.
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