Part A — Policy
Phteah Yeay is committed to protecting the property entrusted to it, the safety of guests and staff, and the legitimate interests of all parties. This Policy explains how we charge for damage, loss, and excessive cleaning, how we record and respond to incidents, and the rights of the Guest. It works alongside the Booking & Reservation Agreement, House Rules, and Liability Waiver.
1. Security deposit
- At check-in we may take a refundable security deposit (cash or card pre-authorisation) of USD 50–200 depending on length of stay, room category, and number of guests. The deposit covers damages, missing items, smoking penalties, and any unpaid extras.
- On check-out, after a room inspection, the deposit (or unused portion) is returned within 7 banking days for card pre-authorisation, or immediately if cash and no charges apply.
2. Chargeable damage & loss
The Guest is responsible for any damage, loss, theft, or excessive cleaning caused by the Guest, members of the Guest's party, the Guest's visitors, or any animal in the Guest's care, beyond ordinary wear and tear. Charges are based on actual replacement or repair cost plus a 15% administrative fee.
3. Assessment, notice & payment
- Damage is normally identified at room inspection on check-out. The Guest is encouraged to be present during inspection. Where damage is discovered after check-out, photographic evidence and a written assessment will be sent within 48 hours to the email and phone on file.
- Charges are first deducted from the security deposit. Any balance is invoiced and payable within 14 days. Disputes must be raised in writing within 14 days of the invoice; a third-party quote may be requested.
- For damage over USD 1,000 or where injuries occur, we reserve the right to engage independent assessors and/or law enforcement.
4. Theft & missing property
- Theft of hotel property is reported to local police. The Guest will be charged the replacement cost plus a 15% administrative fee and may be barred from future stays.
- For any item the Guest believes was lost or stolen on the premises, a complaint must be filed with the front desk within 24 hours of discovery; the Hotel will assist with police reporting and review CCTV where available.
5. Incident reporting & guest injuries
- Any accident, injury, food-safety concern, illness, fire, theft, complaint, or unusual event must be reported to the duty manager and recorded on the Incident Report Form (Part B, kept internally).
- First aid is available 24 hours. The nearest hospital is [INSERT NAME, ADDRESS, PHONE]. Cambodia emergency numbers: 119 (ambulance), 117 (police), 118 (fire).
- We may request and retain copies of medical reports, witness statements, photographs, and police reports for the purpose of investigating the incident, defending claims, and complying with insurance requirements.
6. Insurance & subrogation
The Hotel maintains commercial general liability insurance. Any insurance pay-out for damage caused by a Guest is the property of the Hotel; the Guest agrees we may exercise rights of subrogation against the Guest's own insurance where applicable. The Hotel is not the Guest's insurer; Guests are encouraged to carry travel insurance.
The Incident Report Form (Part B) is an internal staff document, completed by the duty manager and retained per our retention schedule. Guests may request a copy of any incident report concerning them.
Khmer-language version available on request.
Related: House Rules · Liability Waiver · Privacy Policy