s Ohana Phnom Penh Palace Hotel, Cambodia | Term and Condition

Our Terms & Conditions

Please read our Terms & Conditions to ensure you have a problem-free stay

Walk-in Guests (make booking ‘face-to-face’ in the hotel)

Check-in / Check-out:

The check-in time is 14:00 and the check-out time is 12:00. To check-in official photo identification is required from all guests checking-in, such as a passport or national ID card. Early check-in and late check-out are dependent upon availability and may be charged, guests should check with the Hotel beforehand. At least one guest per reservation must be a minimum of 18 years old.

Payment Policy

If staying up to and including 6 nights, full payment is required when checking-in. For ‘Long Stay’ guests (7 nights and above) different payment policies may apply, please check with the Hotel. If not checking-in the same day as making the booking a deposit will be required (any deposit is non-refundable in the event of a ‘No Show’).

Extend Stay Policy:

If a guest wishes to extend their stay after having already checked-in, this is subject to availability (a room change may be required), and the room rate offered may be different from that of the original booking. Payment for the extension will follow the above ‘Payment Policy’.

Occupancy Policy:

The maximum number of occupants per room depends on the room category booked, whether an extra bed is requested, and whether children are included in the occupancy. Adults cannot share a single bed. More details can be obtained by contacting the Hotel directly.

Child Policy:

Babies from 0 to 3 years of age (inclusive) are free of charge. Children from 4 to 7 years of age (inclusive) are free of charge if they share a bed with their parents, however they will be charged for breakfast at a 50% rate. However, if a child from 4 to 7 years of age (inclusive) uses an extra bed, an extra bed charge inclusive of breakfast will be applicable. Any child aged 8 or above cannot share a bed with their parents and must use existing bedding, if existing bedding is not available then an extra bed must be used, the extra bed charge will include breakfast.

Visitor Policy:

Non checked-in hotel visitors are only allowed in hotel rooms if they have registered with the Hotel and the appropriate paperwork is completed and signed. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including, but not limited to, paying for any relevant services such as; food and beverage, laundry, massage etc.

Pet Policy:

No pets are allowed inside the hotel.

Right to Admission:

The Hotel reserves the right to refuse admission to any person, and to ask any guest to leave the hotel, in order to ensure the safety and comfort of other guests and staff, and to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances, and no refunds are applicable.

Cancellation Policy/Early Check-out:

If any deposit has been paid and the booking is subsequently cancelled before the guest checks-in the deposit will be refunded based on the following terms: 3 rooms or less: 0 – 2 full days before check-in 0%; 3 – 5 full days before check-in 50%; 6+ full days before check-in, full refund. 4 or more rooms: 0 – 7 full days before check-in 0%, 8 – 15 full days before check-in 25%, 16 – 23 full days before check-in 50%, 24 – 30 full days before check-in 75%, 31+ full days before check-in, full refund. If a guest checks-out before the full number of nights booked have been used, the unused nights will be treated as a ‘Cancellation’, and a charge equal to one full nights stay for all rooms ‘cancelled’ will be applicable, if there are 4 or more unused nights remaining a charge equal to two full nights stay for all rooms ‘cancelled’ will be applicable.

‘No Show’ Policy:

If a guest is a ‘No Show’ (does not check-in on the agreed date) and did not inform the hotel beforehand, any deposit paid will not be refunded and the booking will be cancelled.


Direct Booking Guests (make booking via telephone or email)

Check-in / Check-out:

The check-in time is 14:00 and the check-out time is 12:00. To check-in official photo identification is required from all guests checking-in, such as a passport or national ID card, and the guests Reservation ID which was sent by the Hotel when the guest booked. Early check-in and late check-out are dependent upon availability and may be charged, guests should check with the Hotel beforehand. At least one guest per reservation must be a minimum of 18 years old.

Payment Policy

If staying up to and including 6 nights, full payment is required when checking-in. For ‘Long Stay’ guests (7 nights and above) different payment policies may apply, please check with the Hotel. A deposit at the time of booking may be required (any deposit is non-refundable in the event of a ‘No Show’).

Extend Stay Policy:

If a guest wishes to extend their stay after having already checked-in, this is subject to availability (a room change may be required), and the room rate offered may be different from that of the original booking. Payment and terms and conditions for the extension will follow the ‘Walk-in Guests’ policies.

Occupancy Policy:

The maximum number of occupants per room depends on the room category booked, whether an extra bed is requested, and whether children are included in the occupancy. Adults cannot share a single bed. More details can be obtained by contacting the Hotel directly.

Child Policy:

Babies from 0 to 3 years of age (inclusive) are free of charge. Children from 4 to 7 years of age (inclusive) are free of charge if they share a bed with their parents, however they will be charged for breakfast at a 50% rate. However, if a child from 4 to 7 years of age (inclusive) uses an extra bed, an extra bed charge inclusive of breakfast will be applicable. Any child aged 8 or above cannot share a bed with their parents and must use existing bedding, if existing bedding is not available then an extra bed must be used, the extra bed charge will include breakfast.

Visitor Policy:

Non checked-in hotel visitors are only allowed in hotel rooms if they have registered with the Hotel and the appropriate paperwork is completed and signed. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including, but not limited to, paying for any relevant services such as; food and beverage, laundry, massage etc.

Pet Policy:

No pets are allowed inside the hotel.

Right to Admission:

The Hotel reserves the right to refuse admission to any person, and to ask any guest to leave the hotel, in order to ensure the safety and comfort of other guests and staff, and to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances, and no refunds are applicable.

Cancellation Policy/Early Check-out:

If any deposit has been paid and the booking is subsequently cancelled before the guest checks-in the deposit will be refunded based on the following terms: 3 rooms or less: 0 – 2 full days before check-in 0%; 3 – 5 full days before check-in 50%; 6+ full days before check-in, full refund. 4 or more rooms: 0 – 7 full days before check-in 0%, 8 – 15 full days before check-in 25%, 16 – 23 full days before check-in 50%, 24 – 30 full days before check-in 75%, 31+ full days before check-in, full refund. If a guest checks-out before the full number of nights booked have been used, the unused nights will be treated as a ‘Cancellation’, and a charge equal to one full nights stay for all rooms ‘cancelled’ will be applicable, if there are 4 or more unused nights remaining a charge equal to two full nights stay for all rooms ‘cancelled’ will be applicable.

‘No Show’ Policy:

If a guest is a ‘No Show’ and did not inform the hotel beforehand, any deposit paid will be forfeited and the booking will be cancelled.


Booking Direct From The Hotel’s Website (Booking Engine)

Check-in / Check-out:

The check-in time is 14:00 and the check-out time is 12:00. To check-in official photo identification is required from all guests checking-in, such as a passport or national ID card, and the guests Reservation ID which was sent by the Hotel when the guest booked. Early check-in and late check-out are dependent upon availability and may be charged, guests should check with the Hotel beforehand. At least one guest per reservation must be a minimum of 18 years old.

Payment Policy

Credit / debit cards ARE NOT CHARGED at the time of making the booking (unless the card will expire before the check-in date), thus payment is required upon checking-in. If staying up to and including 6 nights, full payment is required when checking-in. For ‘Long Stay’ guests (7 nights and above) different payment policies will apply, please check with the Hotel. For bookings of 4 rooms or more a deposit may be required (the deposit cancellation terms will follow the ‘Walk-in Guest – Cancellation Policy’).

Extend Stay Policy:

If a guest wishes to extend their stay after having already checked-in, this is subject to availability (a room change may be required), and the room rate offered may be different from that of the original booking. Payment and terms and conditions for the extension will follow the ‘Walk-in Guests’ policies.

Occupancy Policy:

The maximum number of occupants per room depends on the room category booked, whether an extra bed is requested, and whether children are included in the occupancy. Adults cannot share a single bed. More details can be obtained by contacting the Hotel directly.

Child Policy:

Babies from 0 to 3 years of age (inclusive) are free of charge. Children from 4 to 7 years of age (inclusive) are free of charge if they share a bed with their parents, however they will be charged for breakfast at a 50% rate. However, if a child from 4 to 7 years of age (inclusive) uses an extra bed, an extra bed charge inclusive of breakfast will be applicable. Any child aged 8 or above cannot share a bed with their parents and must use existing bedding, if existing bedding is not available then an extra bed must be used, the extra bed charge will include breakfast.

Visitor Policy:

Non checked-in hotel visitors are only allowed in hotel rooms if they have registered with the Hotel and the appropriate paperwork is completed and signed. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including, but not limited to, paying for any relevant services such as; food and beverage, laundry, massage etc.

Pet Policy:

No pets are allowed inside the hotel.

Right to Admission:

The Hotel reserves the right to refuse admission to any person, and to ask any guest to leave the hotel, in order to ensure the safety and comfort of other guests and staff, and to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances, and no refunds are applicable.

Cancellation Policy/Early Check-out:

If a booking is cancelled before the guest checks-in the following amounts will be charged from the credit / debit card used to make the booking, based on the cost of the first nights stay: 0 – 2 full days before check-in 100%; 3 – 5 full days before check-in 50%; 6+ full days before check-in, no charge. If a guest checks-out before the full number of nights booked have been used, the unused nights will be treated as a ‘Cancellation’, and a charge equal to one full nights stay for all rooms ‘cancelled’ will be applicable, if there are 4 or more unused nights remaining a charge equal to two full nights stay for all rooms ‘cancelled’ will be applicable

‘No Show’ Policy:

If a guest is a ‘No Show’ (does not check-in on the agreed date) and did not inform the hotel beforehand, the credit / debit card used to make the booking will be charged the full cost of the first nights stay for all ‘No Show’ rooms and the ‘No Show’ room bookings will be cancelled. If the entire booking is for 4 or more nights the ‘No Show’ rooms charge will be the full cost of the first 2 nights stay.


OTA Guests: Booking Direct from a Third Party Website

Examples of OTAs are: Agoda, Booking.com, Expedia etc.

Check-in / Check-out:

The check-in time is 14:00 and the check-out time is 12:00. To check-in official photo identification is required from all guests checking-in, such as a passport or national ID card, and the guests Reservation ID which was sent to the guest by the OTA at the time of booking. Early check-in and late check-out are dependent upon availability and may be charged, guests should check with the Hotel beforehand. At least one guest per reservation must be a minimum of 18 years old. The booking confirmation the Hotel receives from the OTA is FINAL, any amendments upon check-in will be chargeable.

Payment Policy

As per detailed on the OTA / Third Party website that the guest used to make the booking. When making the booking if the guest chooses to ‘Pay at the Hotel’, the full payment is required when checking-in.

Extend Stay Policy:

If a guest wishes to extend their stay after having already checked-in, this is subject to availability (a room change may be required), and the room rate offered may be different from that of the original booking. Payment and terms and conditions for the extension will follow the ‘Walk-in Guests’ policies. If the guest extends their stay via an OTA / Third Party website the above ‘Payment Policy’ applies.

Occupancy Policy:

The maximum number of occupants per room depends on the room category booked, whether an extra bed is requested, and whether children are included in the occupancy. Adults cannot share a single bed. More details can be obtained by contacting the Hotel directly.

Child Policy:

As per detailed on the Third Party website that the guest used.

Visitor Policy:

Non checked-in hotel visitors are only allowed in hotel rooms if they have registered with the Hotel and the appropriate paperwork is completed and signed. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including, but not limited to, paying for any relevant services such as; food and beverage, laundry, massage etc.

Pet Policy:

No pets are allowed inside the hotel.

Right to Admission:

The Hotel reserves the right to refuse admission to any person, and to ask any guest to leave the hotel, in order to ensure the safety and comfort of other guests and staff, and to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances, and no refunds are applicable.

Cancellation Policy/Early Check-out:

As per detailed on the OTA / Third Party website that the guest used. However, if a guest checks-out before the full number of nights booked have been used, the unused nights will be treated as a ‘Cancellation’ and the OTA / Third Party website cancellation policy will apply. The guest should also liaise with the OTA directly.

‘No Show’ Policy:

If a guest is a ‘No Show’ (does not check-in on the agreed date) and did not inform the hotel beforehand, any refund is as per detailed on the OTA / Third Party website that the guest used. For ‘Pay at the Hotel’ guests, the credit / debit card used to make the booking will be charged as per detailed on the OTA / Third Party website that the guest used and the booking will be cancelled.

Refunds Policy:

As per detailed on the OTA / Third Party website that the guest used. The guest should also liaise with the OTA directly.


Travel Agent Guests (made booking with a Travel Agent)

Check-in / Check-out:

The check-in time is 14:00 and the check-out time is 12:00. To check-in official photo identification is required from all guests checking-in, such as a passport or national ID card, and the guests Reservation ID which the Hotel would have provided the guest’s Travel Agent when the Travel Agent booked on the guest’s behalf. Early check-in and late check-out are dependent upon availability and may be charged, guests should check with their Travel Agent and / or the Hotel beforehand. At least one guest per reservation must be a minimum of 18 years old.

Payment Policy

As per detailed in the Guests agreement with their Travel Agent.

Extend Stay Policy:

If a guest wishes to extend their stay after having already checked-in the guest can either arrange this via their Travel Agent or with the Hotel directly. Any extension is subject to availability (a room change may be required), and the room rate offered may be different from that of the original booking. If the guest arranges the extension via their Travel Agent the above ‘Payment Policy’ will apply. If the guest arranges the extension with the Hotel directly the ‘Walk-in Guests’ policies will apply.

Occupancy Policy:

The maximum number of occupants per room depends on the room category booked, whether an extra bed is requested, and whether children are included in the occupancy. Adults cannot share a single bed. More details can be obtained by the guest contacting their Travel Agent and / or Hotel directly.

Child Policy:

As per detailed in the Guests agreement with their Travel Agent.

Visitor Policy:

Non checked-in hotel visitors are only allowed in hotel rooms if they have registered with the Hotel and the appropriate paperwork is completed and signed. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including, but not limited to, paying for any relevant services such as; food and beverage, laundry, massage etc.

Pet Policy:

No pets are allowed inside the hotel.

Right to Admission:

The Hotel reserves the right to refuse admission to any person, and to ask any guest to leave the hotel, in order to ensure the safety and comfort of other guests and staff, and to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances, and no refunds are applicable.

Cancellation Policy:

As per detailed in the guests agreement with their Travel Agent. If a guest wishes to check-out before the full number of nights booked have been used they must discuss this and any applicable refunds with their Travel Agent.

‘No Show’ Policy:

As per detailed in the guests agreement with their Travel Agent.

Refunds Policy:

As per detailed in the guests agreement with their Travel Agent.


Travel Agents / Companies / Organisations

Check-in / Check-out:

As per the standard Contract Rate Agreement, Series Rate Agreement, or any other relevant agreement the Travel Agent / Company / Organisation has with the Hotel.

Payment Policy

As per the standard Contract Rate Agreement, Series Rate Agreement, or any other relevant agreement the Travel Agent / Company / Organisation has with the Hotel.

Occupancy Policy:

As per the standard Contract Rate Agreement, Series Rate Agreement, or any other relevant agreement the Travel Agent / Company / Organisation has with the Hotel.

Child Policy:

As per the standard Contract Rate Agreement, Series Rate Agreement, or any other relevant agreement the Travel Agent / Company / Organisation has with the Hotel.

Visitor Policy:

Non checked-in hotel visitors are only allowed in hotel rooms if they have registered with the Hotel and the appropriate paperwork is completed and signed. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including, but not limited to, paying for any relevant services such as; food and beverage, laundry, massage etc.

Pet Policy:

No pets are allowed inside the hotel.

Right to Admission:

The Hotel reserves the right to refuse admission to any person, and to ask any guest to leave the hotel, in order to ensure the safety and comfort of other guests and staff, and to prevent further inappropriate behaviour. The Hotel will inform the Travel Agent / Company / Organisation of its decision, however the decision shall be final and binding in all such circumstances.

Cancellation Policy:

As per the standard Contract Rate Agreement, Series Rate Agreement, or any other relevant agreement the Travel Agent / Company / Organisation has with the Hotel.

No Show’ Policy:

As per the standard Contract Rate Agreement, Series Rate Agreement, or any other relevant agreement the Travel Agent / Company / Organisation has with the Hotel.


ALL GUESTS please note:

‘No Show’: Unless a different written agreement is in place, if a guest does not check-in on the agreed date and does not inform the hotel beforehand, as of 05:00 the following day the booking will be classed as a ‘No Show’. The Hotel will hold the room based upon the number of nights that have been pre-paid (inc. deposit). If i) no pre-payment (inc. deposit) has been made the full booking will be cancelled and the appropriate cancellation terms and conditions will apply. If ii) the pre-paid nights have expired then the remaining nights will be cancelled and the appropriate cancellation terms and conditions will apply. If after a ‘No Show’ booking has been cancelled the guest subsequently arrives to check-in, a new booking must be made (subject to availability) and the ‘Walk-in Guests’ terms and conditions will apply.

The rooftop restaurant where breakfast is served is accessible via a flight of stairs. Please take this into account if you have mobility considerations, and contact the hotel if you require further information regarding this.

The hotel is not responsible for any bank transfer fees, and a service charge may be applicable for any transaction where a credit / debit card is or has been used.