Customer Stories

Try Palace: Redefining the Famed Cambodian Ultra-Luxury Hospitality

Only a select few hotel brands live up to the legendary hospitality standards the region is known for. These exceptional properties go beyond mere accommodations. They create unforgettable experiences that genuinely reflect the warmth and charm of their locality and it clearly reflects in what their guests have to say about them. In Cambodia, Try Palace Group is one such hospitality entity known for its grandeur and high-quality guest service.

Try Palace: Gems of Kep and Sihanoukville

Try Palace Group manages two entities - Try Palace Resort Kep and Try Palace Sihanoukville. Nestled in Kep's serene beaches and Sihanoukville's vibrant shores, these 5-star ultra-premium properties draw global travellers seeking luxury escapes. Both properties offer a range of high-end villas and bungalows, along with top-notch dining and authentic, famed Khmer hospitality.

Guests have rated Try Palace Resort around 9 out of 10 on almost all key parameters, including location, staff behaviour, cleanliness, comfort, and facilities. Similarly, its sister property, Try Palace Shianoukville, also enjoys a good rating of 4.4 out of 5 on Google. Guests are pleased about the property's decor, rooms, service, ambience, etc. 

When the On-Premises Solution Started Holding Them Back

For about 4–5 years, Try Palace managed daily operations with an on-premises system. It handled the basics, but cracks began to appear as the business grew. The most pressing issue was the inability to integrate with a preferred channel manager tool, as over 80% of Try Palace’s bookings came from Online Travel Agencies (OTAs). Without this operationally imperative integration, their staff had to update availability and rates across multiple OTAs manually. It was a time-consuming and error-prone process. The result? Double bookings, lost reservations, and frustrated guests.

The on-premises solution also couldn't provide real-time reports and analytics needed for informed decision-making. Managers lacked visibility into occupancy, revenue, and booking trends, making it difficult for them to respond to market changes or optimise pricing. Mobility was another pain point, and staff had to be physically present at a terminal to access the system, limiting their ability to serve guests on the move.

Then Came the Much-Needed Tech Upgrade

"We realised that clinging to the old on-premises solution beyond this could lead to bigger troubles for us. Hence, in 2024, we decided to upgrade to Hotelogix, a modern cloud solution that has been seeing rapid adoption among many Cambodian hotel brands in recent times," said Ngim Phirum, Operation Manager at Try Palace. 

Regaining Control Over Property Operations

Try Palace's leadership uses the Mobile PMS App to track real-time arrivals, departures, room status, ARR, occupancy, and KPIs from anywhere. It frees them from their desks to focus on other critical operational areas that need their utmost attention, most importantly, guest service. 

With in-depth reports on every aspect of their operations, the management team now easily spots trends, including what’s selling, which channels are pulling weight, guest preferences, when to change room rates etc. Additionally with channel manager integration, they now ensure that their rates and availability are reflecting on all connected OTAs in real-time to maintain parity. The outcome was clear: eliminated overbookings, awkward guest conversations, and, most importantly, more sales via OTAs. They now save about 80% of their daily time.

As Cambodia prepares to welcome up to 15 million foreign tourists by 2030, hotels across this Southeast Asian nation are racing to modernise their operations. And for an ultra modern property like Try Palace, the goal is clear: gain a competitive edge, sell more rooms, and serve guests better.