Ready for adventure: Tourists arriving at KLIA. — AZHAR MAHFOF/The Star
Groups: Hotels should practise flexibility but also engage guests in case of delays
PETALING JAYA: Tourism players have called for flexibility as customers continue to reject the 4pm check-in and 11am check-out the next day.
They said any sudden changes to the norm of 3pm check-ins and noon check-outs the next day should be communicated earlier to guests.
Malaysian Tourism Federation president Datuk Tan Kok Liang said many hotels were already practising flexible check-in and check-out times, saying the industry always prioritises customer satisfaction.
“We believe all hotels wish to remain competitive and meet customers’ expectations. Many are also practising flexible timings to accommodate guests as much as possible.
“This should be the way forward to align expectations from both sides.
“If the check-ins can be made earlier, hotels would allow it but if there are delays, they must engage with customers and ensure they are taken care of,” Tan said, adding that a holistic approach is required.
He said the hospitality sector also requires assistance from the Tourism, Arts and Culture Ministry.
“The ministry must look into assisting the industry when it comes to recruitment of foreign staff and workers.
“There must be adequate manpower to handle the influx of guests during peak seasons, and especially during Visit Malaysia Year 2026,” he said.
Tan also urged the ministry to look into providing a level playing field for the industry, particularly with the presence of unlicensed accommodation providers.
Malaysian Association of Tour and Travel Agents president Nigel Wong said hotels should keep guests well informed if there are any changes to check-in or check-out times and provide flexibility when possible.
He said hospitality services like the current practice of providing welcome drinks and storing luggage that arrive earlier can provide a better overall experience for guests.
Wong also urged the ministry to look into the matter involving unlicensed lodging operators.
On Thursday, Tourism, Arts and Culture Minister Datuk Seri Tiong King Sing instructed his ministry to urgently convene a special meeting regarding the hotel check-in policy matter.
In a statement, he said the meeting will involve relevant parties, particularly hotel industry operators to discuss the issue thoroughly, and ensure a fair solution that does not burden customers.
“The views and suggestions of all relevant stakeholders will be considered in the decision-making process to ensure that Malaysia’s hospitality industry remains competitive and customer-friendly,” Tiong said.
On Wednesday, The Star highlighted netizens’ complaints about the check-in and check-out times set by some hotel operators.
They said 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.
