House Rules — Phteah Yeay

Welcome to Phteah Yeay — Grandmother's House. This document forms a binding agreement between you (the "Guest") and Phteah Yeay ("we", "us", "the Hotel") and applies to every person staying on, visiting, or using the premises. By checking in, paying a deposit, or using any facility, you agree to these Rules and Terms.

These Rules are governed by the laws of the Kingdom of Cambodia, including but not limited to the Civil Code (2007), the Law on Tourism (RKM/0609/011, 2009) and Sub-Decree No. 96 ANK/BK on Tourism Industry, the Law on Consumer Protection (2019), the Law on Suppression of Human Trafficking and Sexual Exploitation (2008), the Immigration Law (1994), the Criminal Code, and the regulations of the Ministry of Tourism.

1. Check-in, check-out & identification

Check-in begins at 14:00 (2:00 PM). Check-out is by 12:00 (noon) on the day of departure. Early check-in and late check-out are subject to availability and may be charged.
Every guest aged 18 or older must present a valid government-issued photo identification (passport, national ID, or driving licence) at check-in. We retain a copy as required by Cambodian Immigration Law and Ministry of Tourism rules.
Foreign guests acknowledge that we are required by law to register their stay with the Cambodian General Department of Immigration (Form A) within 24 hours of check-in.
Only registered guests may stay overnight in a room. Visitors of registered guests must leave the residential areas by 22:00 unless registered and approved by the front desk.
Phteah Yeay reserves the right to refuse check-in or terminate a stay without refund if a guest cannot present valid identification, provides false information, or appears intoxicated, violent, or in possession of prohibited items.

2. Rates, deposit & payment

Published rates are stated in US Dollars (USD) and exclude 10% Value-Added Tax (VAT) and 2% Accommodation Tax, unless explicitly noted as "tax inclusive". Khmer Riel is accepted at the prevailing exchange rate.
A pre-authorisation hold or cash security deposit of USD 50–200 (depending on length of stay and room type) is required at check-in. The deposit covers incidentals, mini-bar, damages, missing items, smoking penalties, and excessive cleaning fees.
We accept cash (USD or KHR), Visa, Mastercard, ABA Pay, and other approved digital payment methods. Personal cheques are not accepted.
Final settlement is due at check-out. Outstanding balances may be charged to the credit card on file. Disputed charges must be raised in writing within 14 days of check-out.

3. Guest conduct & quiet hours

Quiet hours are observed from 22:00 to 07:00 throughout the property. Music, loud conversation, and gatherings outside private rooms are not permitted during this time.
Guests must behave respectfully toward staff, other guests, and the local community. Harassment, intimidation, threats, racial or sexual abuse, and any conduct that violates Cambodian law are strictly prohibited.
Children under 12 must be accompanied and supervised by a parent or responsible adult at all times in pool, kitchen, and event areas.
In line with the Law on Suppression of Human Trafficking and Sexual Exploitation (2008), child sex tourism, prostitution, and any sexual exploitation of minors are absolute zero-tolerance offences and will be reported to police immediately.

4. Prohibited items & activities

For the safety of all guests and to comply with Cambodian law, the following are strictly prohibited on the premises:

Illegal drugs of any kind, including narcotics, methamphetamine, heroin, opium, and unauthorised psychotropic substances
Firearms, knives intended as weapons, explosives, fireworks, and any item that could endanger life or property
Commercial sex services, prostitution, or solicitation of any sexual service from staff or guests
Cooking, candles, incense, or any open flame inside guest rooms (other than in supervised cooking-class areas)
Smoking and vaping in all indoor areas, including rooms, restaurants, kitchens, and event spaces. Designated outdoor smoking areas are provided. A USD 100 cleaning penalty applies for any breach.
Pets and animals (other than registered service animals required for disability assistance, with prior written approval)
Filming or photography for commercial purposes, drones, or any media use of the property without prior written consent

5. Pool, wellness & physical activities

The pool is open 07:00–21:00. There is no on-duty lifeguard. All swimming is undertaken at the guest's own risk.
Children under 14 must be supervised by a parent or responsible adult within arm's reach when in or near the pool.
No diving, running, glass containers, alcohol intoxication, or rough play in or around the pool.
Yoga, exercise, and wellness activities are subject to a separate signed activity waiver.

6. Comfort food, kitchen & cooking classes

Phteah Yeay specialises in traditional Khmer comfort food. Please disclose all food allergies and dietary restrictions in advance. We make best efforts but cannot guarantee an allergen-free environment.
Cooking classes involve sharp knives, hot oil, open flame, and live ingredients. Participation is at the guest's own risk and requires a separate liability waiver.
Children under 8 may not participate in cooking classes. Children 8–15 must be accompanied and supervised by an adult.
Outside food and drink may not be brought into restaurant areas. A corkage fee applies to outside alcoholic beverages where permitted.

7. Cultural tours & off-site activities

Tours, transportation, and off-site experiences are operated by Phteah Yeay or by carefully selected third-party providers. We do not assume responsibility for the acts of independent transport drivers, guides, or tour operators beyond reasonable due diligence.
Guests must follow safety instructions from guides at all times. We may exclude any guest who appears intoxicated, behaves dangerously, or refuses safety equipment.
Tour bookings require a separate signed activity waiver and are subject to weather, road, and government conditions. Refunds are at our reasonable discretion.

8. Events, gatherings & functions

All weddings, parties, and private events on the premises require a separate signed Event Hosting Agreement, advance deposit, and proof of any required insurance.
Event capacity, end times, vendor lists, and music levels are set in the Event Hosting Agreement and must be respected to comply with local noise ordinances.

9. Property, damage & liability

Guests are responsible for any loss, damage, theft, or extraordinary cleaning caused by themselves, their visitors, or any animal in their care. Charges are based on actual replacement or repair cost plus a 15% administrative fee.
To the maximum extent permitted by Cambodian law, Phteah Yeay's aggregate liability to a guest for any cause arising out of or related to a stay is limited to the total room and service fees actually paid by that guest for that stay, except for liability that cannot be excluded by law (gross negligence, wilful misconduct, death or personal injury caused by our negligence).
We are not liable for the loss, damage, or theft of cash, valuables, electronics, or jewellery left in rooms. A safe is provided in each room and a hotel safe is available at the front desk.
We are not liable for delays, cancellations, or losses arising from events of force majeure including but not limited to natural disasters, pandemics, government action, civil unrest, strikes, infrastructure failure, or acts of war.

10. Privacy & CCTV

CCTV cameras operate 24/7 in public and common areas (lobby, corridors, restaurant, pool, parking, entrances) for the safety of guests and staff. There are no cameras in guest rooms or bathrooms. CCTV footage is retained for up to 30 days.
How we collect, store, and use your personal data is described in our Privacy Policy, which is provided to you at check-in and forms part of these Rules.

11. Right to refuse or terminate

Phteah Yeay may, at its sole reasonable discretion, refuse check-in, evict a guest without refund, and report the matter to police where a guest:

Engages in violent, threatening, abusive, racist, or sexually inappropriate conduct toward staff or guests
Possesses or uses illegal drugs, weapons, or trafficked items
Damages property, refuses to pay, or breaches material terms of these Rules
Provides false identification or violates Cambodian law during the stay

12. Complaints, governing law & jurisdiction

Please raise any complaint with the duty manager during your stay or in writing within 30 days of check-out to managers@phteahyeay.com. We aim to respond within 14 working days.
These Terms are governed by the laws of the Kingdom of Cambodia. The parties agree to attempt amicable resolution first; if unresolved, disputes shall be submitted to the competent courts of Cambodia or, if both parties agree in writing, to mediation through the National Commercial Arbitration Centre (NCAC).
If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in full force and effect.

Guest acknowledgement

I confirm that I have received, read, understood, and agree to be bound by these House Rules and Terms and Conditions on behalf of myself and all members of my party.

Khmer-language version available on request. ច្បាប់ភាសាខ្មែរអាចស្នើបាន។