This Booking & Reservation Agreement ("Agreement") is made between Phteah Yeay ("the Hotel", "we") and the person making the reservation ("Guest", "you"). It applies to every reservation made directly with the Hotel, through our website, by email, by phone, or via authorised online travel agencies (OTAs). When you confirm a reservation or pay any deposit, you accept these terms.
1. Reservation details
The specific dates, rooms, rates, guest count, and any additions (breakfast, transfers, activities, events) form the "Reservation Details" and are recorded in the booking confirmation email we send when your reservation is confirmed.
2. Confirmation & deposit
- A reservation is confirmed only when (a) the Hotel sends a written confirmation by email, AND (b) the deposit specified in Section 1 is received in cleared funds.
- Standard deposit is 30% of the total stay (or first night for stays of 1–2 nights). Group bookings of 4+ rooms or stays during peak periods (Khmer New Year, Pchum Ben, Water Festival, December holidays) require a 50% non-refundable deposit unless agreed in writing.
- Accepted payment methods: Visa, Mastercard, ABA Pay, bank transfer (USD or KHR), and cash on arrival (where pre-arranged). All bank charges and currency-conversion fees are borne by the Guest.
- All published rates are in USD and exclude 10% VAT and 2% Accommodation Tax unless otherwise stated. Government taxes are subject to change as required by law.
3. Cancellation & modification
- All cancellation and modification requests must be sent in writing to bookings@phteahyeay.com. Phone calls do not count as written notice.
- Date changes are treated as cancellations unless approved by the Hotel and accommodated subject to availability and rate adjustment.
- Cancellation tiers (from confirmed date of arrival):
- More than 14 days before arrival: full refund of deposit, minus a USD 25 administrative fee
- 7–14 days before arrival: 50% of deposit refunded
- Less than 7 days before arrival: deposit non-refundable
- Peak periods: deposit non-refundable from time of booking
- Early check-out: the full booked stay is payable. We may, at our discretion, refund unused nights subject to a one-night cancellation fee.
4. Rates, taxes & extras
- Quoted rates apply only to the dates and room types booked. Extending or upgrading is subject to the prevailing rate at the time of change.
- Extras consumed during the stay (laundry, mini-bar, restaurant, tours, spa, transportation) are charged at posted rates and added to the master folio. Settlement is due at check-out.
- A service charge of 10% may apply to F&B and event invoices.
5. No-show & late arrival
If a Guest does not arrive by 23:59 on the scheduled check-in date and has not given prior written notice of late arrival, the reservation is treated as a no-show. The first night and any non-refundable deposit are forfeited; the room may be released after that time, but is not guaranteed.
6. Substitution, assignment & group bookings
- You may not transfer or assign your reservation to another person without our prior written consent.
- Group bookings (4+ rooms or 8+ guests) are governed by a separate written group contract that may include event-night minimums, room-block release dates, and group cancellation terms.
7. Room assignment
We assign rooms based on the type booked. Specific room numbers, views, or floors are subject to availability and operational needs. The Hotel may, in exceptional circumstances (maintenance, force majeure, overbooking), relocate the Guest to a comparable property of equal or higher standard at no additional cost.
8. Force majeure
Neither party shall be liable for failure to perform due to events beyond reasonable control, including natural disasters, pandemics, government action or curfews, civil disturbance, war, terrorism, strikes, fire, flood, prolonged power or water failure, or shutdown of major infrastructure. In a force majeure event, we will, at our discretion, offer a full refund, a credit valid for 12 months, or rebooking, whichever is reasonable in the circumstances. The Guest is responsible for their own travel insurance.
9. OTA & third-party bookings
If you booked through an Online Travel Agency (Booking.com, Agoda, Expedia, Airbnb, Trip.com, etc.), the cancellation, refund, and payment terms of that platform apply in addition to these terms. Where there is a conflict, the OTA terms govern only the financial relationship between you and the OTA; on-site rules, liability, and Cambodia legal compliance follow this Agreement.
10. Data & marketing
Your data is processed under the Phteah Yeay Privacy Policy, which is incorporated into this Agreement by reference and provided to you at booking. By making a reservation you confirm you have read it.
11. Governing law & disputes
This Agreement is governed by Cambodian law. The parties agree to attempt amicable resolution first. If unresolved within 60 days, the dispute shall be referred to the competent courts of Cambodia or, if both parties agree in writing, to mediation/arbitration through the National Commercial Arbitration Centre (NCAC).
12. Acknowledgement
I confirm that I have read, understood, and agree to be bound by this Booking & Reservation Agreement on behalf of myself and all members of my party.
Khmer-language version available on request.
Related: House Rules · Privacy Policy · Liability Waiver