J7 Angkor Hotel

My family and I had an horrific experience staying at J7 Hotel in Siem Reap [beginning of July 2019] where it ended with having to take my daughter to the hospital in the middle of the night. It started well as we checked into the hotel, the ambience was amazing. Surprisingly the hotel felt empty which I found to be strange for a nice looking hotel. The room was comfortable. Then our first night, we noticed the water smelled like iron from the faucet to the shower. So my family and I informed management the next morning and asked for bottled water to be sent to our rooms so we can brush our teeth with it through our stay until it is fixed. They apologized and said they would be looking into it. Of course nothing was done about it throughout our stay there. One of the days when I passed by the front desk on my way out, I heard another customer complained to management about the water as well.

As for my daughter, she was diagnosed with parasitic infection (exposure to Amoeba). She had a sandwich for lunch at the hotel and by the evening, she was having diarrhea and vomiting. We thought she had caught a stomach bug. By midnight I called front desk and was told that hospitals are not opened this late. I told them that I googled it and found one .3 miles from the hotel. I asked for them to call an ambulance. They said that they will have one of the staff members drive us there. My daughter was hospitalized for 2 nights, 3 days.

The hotel staff notified me that their Operations Manager, KaKa Lee, would like to meet with me when I am back from the hospital. I met with her in the lobby. She asked about my daughter and was very apologetic about the situation. Then she tried to tell me that it may not be from her hotel that my daughter contracted the parasite and I firmly told her that it was as my daughter had lunch there and didn't eat anything else or went anywhere outside of relaxing at the hotel. She asked what would I like for them to do about this situation. I told her that I am looking for them to pay the hospital bill and the extra day of stay for my family at the hotel. We were running a day behind our schedule due to my daughter's illness. She excused herself to go to the back room to get instructions from the General Manager. He never came out to talk with me but sent her as his messenger. She said that they can't pay the hospital bill or the extra day of stay at their hotel. I told her that the management is very unprofessional and would only stand to create bad reputation for their hotel and lose potential customers on a worldwide scale. Through further negotiation, they paid a couple of hundred dollars of the total medical bill of $900. Out of the 4 rooms we had reserved at the hotel, they removed the charge for my room only. They also removed the charge for my daughter's sandwich. Unbelievable! As if that wasn't bad enough, Kaka wanted to keep original receipts of my daughter's bill and medical results from the hospital. I told her she can make copies to account for the small reimbursement they did but I needed the originals back. She wouldn't give it back to me. I reached over to grab it and she had a death grip on it so I yanked it hard out of her hands. Again, unbelievable! I told her what she was doing was very unprofessional and that she should be embarrassed and ashamed of her behavior. I also told her that the hotel policy is absolutely atrocious.

Now I understand why the hotel seemed pretty empty to begin with. I am not out to get money from the hotel but look for them to be accountable for their part and nothing more than that. My advice, please Do Not stay in this hotel. J7 is absence of customers for a reason. Thank goodness my daughter is doing well now back home.

I am very disappointed with the hotel management. I spent 3 nights with this hotel in August 2019, I was asked to put up a refundable deposit upon check in which is a normal thing, however no refund was received till today Nov 21, 2019. I was in Siem Reap last month and personally went to the hotel but was told they would look into that. 4 weeks has passed but issue still not resolved. Front desk referred case to Finance team who in turn forward message to the bank but the reply was so weir that I did not understand what they were trying to say. I wish to draw the attention of the senior management team of the hotel and request someone who can communicate in English to follow through this issue and revert back to me without further delay.