KOTA KINABALU: While the proposal for hotel guests to have at least a 23-hour stay is a step in the right direction, the government needs to first help the hospitality sector overcome its operational and manpower issues, says the Malaysian Tourism Federation.
Its president Datuk Tan Kok Liang (pic) said the proposal, which is aimed at enhancing guest satisfaction, is good as it will give flexibility to travellers on check-in and check-out times.
"This could reduce stress for travellers who often face strict timing issues, improving overall convenience. "(At the) end of day, it comes to the contractual agreement between the hotel and guest, and managing customer expectations and experience," he said.
Setting a rigid framework without ensuring hotels can deliver may potentially lead to more problems and affect the destination's image, said Tan.
"The hospitality industry in Malaysia is a mature industry, highly competitive and allows market forces to find its (the industry’s) own level of demand and supply.
"Tourist experiences start from the national entry points, infrastructure, transportation, customer services, among others, and not only hotel check-in hours.
"We look forward to a workable framework in resolving these issues," he said. Lawrence Chin, immediate past president of the Sabah Chapter of the Malaysian Association of Tour and Travel Agents (MATTA), said it is up to the hotels to implement the proposal.
"This is up to the individual hotel's policy. They can do what they want, but be prepared to suffer the consequences if angry guests vent their dissatisfaction on TripAdvisor," he said, referring to the travel portal.
Last month, Sabah’s Tourism, Culture and Environment Minister Datuk Seri Christina Liew urged the Malaysian Association of Hotels (MAH) in Sabah and Labuan to internally review their check-in and check-out policies and consider offering more flexibility.
She was responding to dissatisfaction raised on social media, with some hotels requiring check-ins as late as 4pm and check-outs by 11am. MAH Sabah and Labuan chairman Hafizan Wong said check-in delays are often unintentional and due to staffing shortages or more time needed to prepare rooms between guests.
"Every hotel has different terms and conditions, but we aim to accommodate our guests. If there is a delay, many hotels compensate with room upgrades," he added.
