1 | P a g e FAQ General Hotel Information 1. When is your hotel opening date? Sun and Moon Riverside Hotel is officially open on 22 December 2022. 2. Does Sun and Moon Riverside Hotel have 24/7 reception? Yes, the front desk is open 24/7. 3. Is Sun and Moon Riverside Hotel fully accessible for wheelchairs? Yes, our hotel is wheelchair friendly. Our accessible room are equipped with roll-in showers. 4. What time can I check-in and check-out? Standard check-in time is at 2 PM and check-out at 12 PM. Kindly note that check-in time may be shifted to 3:00 PM during high occupancy periods. 5. Can I request for wakeup calls? Make your way out of bed with our timely wake-up call. Please dial number “*0” for assistance. 6. How can I talk to the Duty Manager? Please dial number “*0” for assistance. 7. Can I request housekeeping? Housekeeping services are available. Shoe shine service is offered to guests upon request. Please dial number “*0” for assistance. 8. Do you have WIFI? Stay connected during your stay with 40MB bandwidth internet service provided throughout our guestrooms and public areas. Please log-in with your username and password provided at check-in. User name is your room no. Password is followed by room no. Ex: USER NAME: Your room number PASSWORD: Your last number. 9. Do you allow early check in and late check-out? Official Check-in time at 14:00. Official Check-out at 12:00. However, early check-in before 14:00 and late check-out up to 18:00 are subject to a charge of 50% of room rate per night. A full night’s accommodation charge will apply for late check out after 18:00 or check in prior to 09:00.

2 | P a g e 10. Can I store my bag? Yes, we do offer luggage storage free of charge and our front office team can assist you with that. 11. Do you have an elevator? We are equipped with five (5) guest elevators (three (3) high rise access to Guest room and two (2) separate elevators serving our outlets and event functions). 12. Can I bring my pet inside the hotel? We are unable to accommodate them in our rooms or any of our common areas. We can refer you to the local pet house, while you choose to stay with us. 13. Is there a parking at Sun and Moon Riverside Hotel? Our hotel has a free and secure parking lot. Our parking spots are limited and are subject to availability. It is not possible to book them in advance. 14. Do you offer accommodation for disable guest? Yes, we have room available for persons with disabilities. 15. What is your linen & damage Policy? Please note that additional charges are applicable for linen stains and other cleaning or damages caused intentionally or unintentionally. Penalties vary depending on the extent and severity of the damage. These include, but are not limited to, cleaning, repair, or replacement charges for stained walls, vomit, blood and food stain on linens, and broken furniture and fittings. The exact cost will be determined on a case-by-case basis by the Manager in charge. 16. What is your smoking policy? Healthier. Happier. Fresher. Sun & Moon Riverside Hotel is committed to catering to the needs of all guests. You can smoke in a designated area for your convenience. However, Smoking is prohibited in all guest rooms and undesignated area. A fee equivalent to USD 100.00 per incident will be charged to your account if a smoking incident occurs in your room during your stay. 17. If I need assistance in my Flight whom do I Contact? Our concierge team will be glad to assist you with your flight information, reconfirmation and airline schedules. 18. Do you offer airport transfers service?

855 23 866 668. Direct bookers enjoy a best rate guarantee and other exclusive perks.

4 | P a g e Rooms and Rates 27. How many rooms are there at Sun and Moon Riverside Hotel? The hotel has 200 rooms: 56 Deluxe King Bed 57 Deluxe Twin Bed 15 Deluxe Triple Bed 23 Deluxe King Bed Balcony 24 Deluxe Twin Bed Balcony 7 Luxury King Bed 7 Luxury Kind Bed Balcony 5 Suite King Bed Balcony 4 Suite King Bed Terrace 1 Panorama Suite King Bed 1 Penthouse Suite King Bed 28. Does Sun and Moon Riverside Hotel have rooms with balcony? Yes, we have 47 deluxe rooms & 7 luxury rooms with balcony and 11 suite rooms 29. Do kids stay free? Yes, kid 12 years old and below are allowed to stay free-of-charge in existing bed. The number of kids may vary depending on the room type. 30. Can I change my room type upon check-in? Yes, but such requests are subject to room availability, applicable charges, and rate difference at the time of check-in. 31. Are extra beds available? Yes, we offer extra beds should you require one. These are only available for the Indulgence room category and above and are offered at USD 30.00 net with a buffet breakfast for one (1). 32. Are guest’s visitors allowed in the hotel room? Guests are allowed to visit the room. However, for overnight stays beyond the capacity of each room, there will be an extra person surcharge. Yes, they are, but an extra charge of $ 35.00 applies and a valid ID of the individual needs to be presented. I have privacy in my room? For rooms, we have a “Do Not Disturb” door tag is provided to hang outside your door to serve the same purpose. You may also request the front desk to take messages for you during this time.

5 | P a g e 33. Can I control the temperature in my room? A wall-mounted cooling control in your room is provided to set your desired temperature. 34. What bath amenities do the rooms have? Explore our signature bath and body collections designed to rejuvenate your body and mind. Your rooms are provided with towels and toiletries based on the number of registered occupants. 35. What is the standard voltage of a room? The electricity is at 220 volts /60 hertz. 36. Is an iron and an ironing board kept in the rooms? Iron and Ironing board are only available in our luxury and suite rooms. However, the service will be provided upon request. 37. Does my room have a safe deposit box? Yes, your safety is our business. For your security and convenience, we strongly recommend that all valuables be kept in your safe for the duration of your stay. The management shall not be held liable for any loss within the hotel. 38. Will I be safe during my stay? We would like to reassure you that we maintain strict security at the hotel on a 24-hour basis. For immediate assistance, please dial service key “*0”. 39. Do all the rooms have windows and view? Yes, all rooms have windows and views. However, different sizes of the windows and views are subject to the type of room that you choose. 40. Do all the rooms have the evacuation plan signage? Yes, all the rooms are installed with evacuation plan signage at the back of the entrance door. 41. Does the price include breakfast? For breakfast, it depends on which options you choose, it is either room with breakfast or without breakfast. 42. Does the price include all fees and taxes?

6 | P a g e All rates quoted are in United States Dollar and inclusive of 10% government taxes, 7% service charges and 2% accommodation taxes. 43. How many people can stay in the room? Maximum 2 people are allowed in the room, and one kid under 12 years old. In any case of 3 people coming, you can also request for extra bed for additional charges. *Only Deluxe Triple Bed can be allowed for 3 people maximum* 44. Are all rooms sound-proofed? Yes, all the rooms are sound-proofed. 45. Does your hotel provide room service? Yes, we do provide room service 24/7. Dining 46. Is there a restaurant in Sun & Moon Riverside Hotel? Definitely, Sun and Moon Riverside Hotel has 3 restaurants: a. Khjol - Lobby Lounge – Ground Floor Operating Hours 7.00 am to 11.00 pm • All day Dining menu,10.00 am to 10.00 pm • Tapas menu, 4.30 pm to 9.30 pm • Afternoon Tea and High Tea, 2.30 pm to 4.30 pm b. Room Service – Level 1 Operating hours 24 • All day In Room Dining menu Quick Bites, Comfort Food, Asian Favorites, Desserts c. Taste Restaurant – Level 1 (No Lunch) Operating hours 6.30 am to 10.00 pm • Buffet and a la carte Breakfast 6.30 am to 10.30 am • Dinner a la carte Western 5.30 pm to 10.00 pm (Last order 9.45 pm) • Khmer set Menu 5.30 pm to 10.00 pm 2 courses set $ 24.00 (Last orders 9.45 pm)

7 | P a g e 3 courses set $ 28.00 (Last order 9.45 pm) • Conference & Events can use Taste Restaurant for Luncheons and Dinners provided they are pre booked All Day in Room Dining and Banquet menus • Kids menu available d. Ballroom – Level 1 Operating hours as per demand • Banquet menus for all occasions e. VIP Private Rooms – Level 2 (4 Rooms available) need to pre-order • Banquet menus f. Cinema – Level 3 Operating hours depending on demand • All day Dining menu and Kids menu Also, special cinema snacks, sweets, popcorn, ice creams etc. g. Garden Lounge – Level 3 • Can be booked for meetings, but furniture cannot be moved as it is a Lounge setting. Not available for sit down meals. • Standing Cocktail reception possible. Items from All day Dining menu. h. Meeting Rooms, A, B, C, D, E – Level 3 Day time Operating hours • Morning & Afternoon Coffee breaks, light Luncheons only in A, B, C • Taste Restaurant - Pre ordered Luncheons and Dinner available, all Day dining and Banquet menus i. Wellness & Spa – Level 6 Operating hours 10.00 am – 10.00 pm • Healthy Drinks and Wellness menu

855 23 866 668 or email [email protected] and we will be happy to assist you. 47. Can I request Ice? This is available upon request. Please press service key “*3” for assistance. However, luxury and suite we available in room. 48. Can I request for In-room dining? Delicious culinary delights are available at your fingertips. In-room dining is available for 24 hours. Kindly scan the QR code provided in the welcome info sheet. Please dial “*3” for assistance. Wellness 49. Is there a SPA at Sun and Moon Riverside Hotel Our spa is open for guests & visitors from 10am – 10pm daily. To view the spa menu and make a reservation, please click here (link) 50. Do you allow in-room massage from outside service providers?

9 | P a g e The property does not allow in-room massage from outside service providers. Our team will be able to provide you with a list of spa services and massages available at WELL Spa during your stay. 52. Where is the Spa located? Our WELL Spa is located on level 6. 53. Is there a fitness center? Yes, we have a fitness center call TODAY fitness available for all guests from 10am – 10pm daily and it’s located on level 5. 54. What brand is your gym equipment? It is Hammer Strength brand. 55. Is there a swimming pool at Sun and Moon Riverside Hotel? Our Infinity Saltwater pool size 21 (Length) x 12.6 (Width) x1.62 (Depth) with river view for leisure and pleasure and located on sixth floor and operation our from 10:00am until 8:00pm Meetings and Events 56. I would like to make an enquiry for an event. How should I go about this? Kindly email [email protected] and a dedicated sales team will assist you regarding your query within 24 hours. 57. Do you have a policy on filming & photoshoot? Guests may shoot non-commercial photography or video for their personal use (with no professional equipment, lighting, etc.) in their guest room or on the property but must respect the privacy of other guests within the area. The use of DSLR/SLR cameras, drone, tri-pods, extensions, external flash units, and reflectors is not allowed. For professional photography, please send a letter of request to SMR[email protected] Requests to use any area of our property for commercial shoots or filming as well as special occasions including but not limited to: weddings, debuts, anniversaries, should be coordinated to the Marketing Department. Such photo/video shoots are subject to applicable fees and schedule.

10 | P a g e 58. Do you offer caterings? Should you be interested in viewing or booking our banquet spaces for your corporate or social events, please email [email protected] and a dedicated sales manager will get back to you regarding your request. 59. Do you have facilities for social events venues? While with us, please do not hesitate to ask for an ocular visit to our Memory Ballroom and meeting rooms. Please dial “*0” for assistance. Arrangements for the following event venues can be made in advance through our Sales Team. Please email @sunandmoonhotelgroup.com. 60. Do you accept corporate events and accommodations? For corporate, group, and event enquiries, please email smr-fb-ecmg @sunandmoonhotelgroup.com. Location 61. Where are you located? Our five (5) stars hotel is located along Waterfront, Corner of Preah Monivong Bridge (93) & Preah Norodom Blvd (41), Village 10, Sangkat Tonle Bassac, Khan Chamkarmon, Phnom Penh, Cambodia. 62. What airports are nearby? Sun & Moon Riverside is just 15km distance from Phnom Penh International Airport. 63. Are there any banks Nearby? Please approach the concierge desk for assistance or guidance to nearby banks. Promotions and Offers 64. What are your existing promotions? Please check out website for our latest promotions. 65. Can I avail Gift cards and certificates? Give the gift of Sun & Moon Riverside experience to your friends, colleagues, or business associates! Gift certificates are available for purchase for the hotel, spa, and food and beverage outlets. Kindly approach our friendly front desk for assistance.