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

Check-in / Check-out:

The check-in time is 12:00 and the check-out time is 14:00. To check-in official photo identification is required, 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.

Payment Policy

If staying up to and including 4 nights, full payment is required when checking-in. If booking for more than 4 nights a payment equivalent to 50% of the room rate for the entire booked period is required when checking-in.

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. 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-hotel resident visitors are only allowed in hotel rooms if they have registered with the Hotel. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including 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 to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances.

Cancellation Policy:

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 may be applicable.


Direct Booking Guests

Check-in / Check-out:

The check-in time is 12:00 and the check-out time is 14:00. To check-in official photo identification is required, 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.

Payment Policy

If staying up to and including 4 nights, full payment is required when checking-in. If booking for more than 4 nights a payment equivalent to 50% of the room rate for the entire booked period is required when checking-in. A deposit at the time of booking may be required (any deposit is non-refundable in the event of a ‘No Show’).

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. 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-hotel resident visitors are only allowed in hotel rooms if they have registered with the Hotel. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including 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 to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances.

Cancellation Policy:

If any deposit has been paid and the booking is subsequently cancelled the deposit will be refunded based on the following terms: 0 – 2 days before check-in 0%; 3 – 5 days before check-in 50%; 6 – 7 days before check-in 75%; 8+ 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 may 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

Check-in / Check-out:

The check-in time is 12:00 and the check-out time is 14:00. To check-in official photo identification is required, 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.

Payment Policy

Credit / debit cards ARE NOT CHARGED at the time of making the booking, thus payment is required upon checking-in. If staying up to and including 4 nights, full payment is required when checking-in. If booking for more than 4 nights a payment equivalent to 50% of the room rate for the entire booked period is required when checking-in.

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. 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-hotel resident visitors are only allowed in hotel rooms if they have registered with the Hotel. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including 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 to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances.

Cancellation Policy:

If a booking is cancelled the following amounts will be charged from the card used to make the booking, based on the cost of the first nights stay: 0 – 2 days before check-in 100%; 3 – 5 days before check-in 50%; 6 – 7 days before check-in 25%; 8+ 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 may be applicable.

‘No Show’ Policy:

If a guest is a ‘No Show’ and did not inform the hotel beforehand, the card used to make the booking will be charged the full cost of the first nights stay and any remaining booked nights will be cancelled.


OTA Guests: Booking Direct from a Third Party Website

Check-in / Check-out:

The check-in time is 12:00 and the check-out time is 14:00. To check-in official photo identification is required, such as a passport or national ID card, and the guests Reservation ID which was sent to the guest 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.

Payment Policy

As per detailed on the 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 payment is required when checking-in.

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. 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-hotel resident visitors are only allowed in hotel rooms if they have registered with the Hotel. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including 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 to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances.

Cancellation Policy:

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

‘No Show’ Policy:

If a guest is a ‘No Show’ and the hotel was not informed beforehand, no refund will be authorised. For ‘Pay at Hotel’ guests, the card used to make the booking will be charged the full cost of the first nights stay and any remaining booked nights will be cancelled.

Refunds Policy:

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


Travel Agent Guests

Check-in / Check-out:

The check-in time is 12:00 and the check-out time is 14:00. To check-in official photo identification is required, 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.

Payment Policy

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

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. More details can be obtained by the guest contacting their Travel Agent and / or the Hotel directly.

Child Policy:

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

Visitor Policy:

Non-hotel resident visitors are only allowed in hotel rooms if they have registered with the Hotel. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including 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 to prevent further inappropriate behaviour. The decision taken by the Hotel’s Management shall be final and binding in all such circumstances.

Cancellation Policy:

As per detailed in the Guests agreement 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

Check-in / Check-out:

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

Payment Policy

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

Occupancy Policy:

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

Child Policy:

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

Visitor Policy:

Non-hotel resident visitors are only allowed in hotel rooms if they have registered with the Hotel. The hotel guest who the visitor is visiting is fully responsible for all actions of the visitor, including 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 to prevent further inappropriate behaviour. The Hotel will inform the Travel Agent 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 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 has with the Hotel.