PUTRAJAYA: The controversy involving hotel check-ins in the country is being monitored by the Tourism, Arts and Culture Ministry, which said it viewed the matter seriously.
Directing industry players to provide an explanation, the ministry said it welcomes additional information from the public related to the issue which can be emailed to info@MOTAC.gov.my.
The ministry also advised the public to read and understand the terms and conditions set by hotels before making reservations.
“This is crucial to prevent any misunderstanding or dissatisfaction, especially concerning pricing and services provided,” it said in a statement yesterday, Bernama reported.
On Wednesday, The Star highlighted netizens complaints on the check-in and check-out times set by some hotel operators’.
They said setting the check-in time at 4pm and check-out by 11am resulted in shorter stays. They also claimed that extra charges were imposed for check-outs beyond 11am, saying this was unfair given the short lodging time.
Malaysian Association of Hotels president Datin Christina Toh responded by saying that it was important for guests to take note of check-in and check-out times given by the hotels before making a booking.
Meanwhile in Melaka, hotels are embracing flexibility to enhance guest experiences without restricting check-in and check-out times.
In countering a recent viral issue on limited stay duration imposed by some hotels, local hoteliers have come forward to promote their accommodating policies.
MITC Hotel’s general manager Sazali Sabri said his hotel has never restricted the stay period during weekdays and provides a 24-hour stay for guests.
“Those who book directly with us can check in as early as 10am and check out 24 hours later, depending on room availability,” he said in an interview recently.
Sazali said this policy has been in place for some time, but management decided to ramp up promotions following complaints from frustrated netizens regarding restrictive stay policies imposed by some hotels.
Shah’s Beach Resort general manager Dennis Samford also highlighted the hotel’s early check-in and late check-out policy on weekdays.
“The guests are our ‘jewels’ and we want them to stay longer and enjoy the scenic Strait of Malacca and the lush surroundings.”
Samford said the hotel’s staff members strive to accommodate guest requests for extended check-out times, especially during peak days and weekends.
Hatten Hotels Worldwide group general manager Datuk Chuck Kassim said the comfort of guests is a top priority.
Early check-ins have always been offered with consideration given to those who need to extend their check-out time due to special cases like medical and other emergencies.
Simon Tan, general manager of Birkin International Hotel, said his team will prioritise flexibility with check-in and check-out times as they prepare to open in the coming months.
“We will look into an early check-in and late check-out policy for the comfort of our guests,” he added.
Bayou Lagoon Park Resort chief executive officer Datuk Marco Seow affirmed that accommodating guest requests has always been a core principle, even while adhering to standard check-in and check-out times.
“The flexible check-ins and check-outs have been the cornerstone of the hotel since we started operations and it depends on the availability of rooms,” he said.
The discussion around check-in and check-out times gained traction on social media when a frustrated Malaysian vented about hotels imposing limited stay duration.
The post subsequently triggered a deluge of responses from netizens who also shared similar frustrations.
