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“Beautifull hotel, staff need training”

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Casa del Rio Melaka
Ranked #1 of 167 Hotels in Melaka
Certificate of Excellence
Reviewed September 8, 2013 via mobile

The Casa Del Rio hotel is a beautiful, elegant boutique hotel right in the middle of Malacca situated by the bank of the river. The room is spacious and beautifully designed. The bathroom is huge with a big bathtub and a lovely rain shower. The amenities are of superior quality. The bed is very comfortable with luxurious linen. River Cafe serves great food for reasonable prices. The breakfast has limited variety. It comprises of a buffet and a la carte menu. Every room has a logbook where staff and guest can write their experience. Nice idea!

However, the biggest issue of this hotel is the quality of the staff. They are not well trained and their knowledge is below the standard of a five star hotel.
A few examples:
* Upon arrival there was no door man at the entrance to assist and advise us where to park.
* Check-in took long. The front desk staff did not know if we had a king-sized bed in the room. Although he was a trainee, he was not ready to serve the guest.
* It is strange that they do not serve alcohol after 12 midnight through room service.
* The hotel staff should always respect hotel guest's privacy. Our door was ringed 3 times on different occasion even though we had the 'Do not disturb' sign on.
* During check out the reception was packed with 8 staff and no customers. 6 were trainees. The other 2 staff were incapable to train the trainees. No supervisor or manager was seen during our stay.
* The music from the live band was very loud till 0.45pm. Doors of the bar remained open till 2pm. This resulted in unnecessarily noise. We could clearly hear this with our balcony doors closed.

It is a beautifull hotel but staff needs training and supervisors, manager should be more visible.

  • Stayed: September 2013
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2  Thank magic13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A_Nels0n, Manager at Casa del Rio Melaka, responded to this reviewResponded September 21, 2013

Dear magic13,

Thank you for staying with us while you visited Melaka, I am happy to know you enjoyed the hotel and our location.

Ihave taken note on your feedback relating to the staff issues you have experienced, we will ensure that expectations are reached and even exceeded.

I am a bit concerned regarding a couple of the issues, we have no problem serving alcohol 24hours through our room service, I assured you and readers that I will look into this and the disturbance with your room.

We do have a number of new staff joined, they are lead by managers to ensure that they a guided respectfully.

I am sorry for the disturbance from the band, we have placed controls in place to ensure the music is at a suitable level for all our guest.

I do hope that you will consider to stay with us again sometime, we will hopefully have the chance to welcome you again.

Kind Regards

Aarron nelson
Hotel Manager

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Reviewed September 4, 2013

The Mediterranean feel in its architecture and design lends a cool breeze to this somewhat low sprawling hotel on the banks of the Sungai river mouth to the Malacca Straits. It’s authentic right the way through and services offered really well polished. The Indonesian trainees in guest services more than make up in attitude and desire to please for their lack in spoken English. Love the infinity pool deck which is high enough to blot out the hustle and bustle of Jalan Kota food street below.

Room Tip: Ask for packages or deals to get the best rate of the day for your needs.
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  • Stayed: August 2013, traveled with family
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1  Thank hv_subang
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A_Nels0n, Manager at Casa del Rio Melaka, responded to this reviewResponded September 21, 2013

Dear Mazlin_Malik

Greetings from Casa del Rio

Thanks you for your wonderful comments, we are happy you enjoyed your stay, and we hope to welcome you back soon again.

Kind Regards
Aarron Nelson
Hotel Manager

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Reviewed August 29, 2013

My wife and I stayed here for three nights. We had a river facing room which was nice but we think we'd have been as happy with an inner facing view as the river view is not that spectacular. The room itself was spacious, well-laid out and comfortable. The hotel is big but manages to maintain a small hotel feel as the staff are courteous and the grounds large enough to not feel cramped. The location is great as it is in close proximity to all the major sights in town. The breakfast is ample but not overly exciting. Check-in and check-out was efficient. Make sure to check out the views from the roof top infinity pool. If you're headed back to KL by taxi make sure to book the ride directly with a driver as the hotel transfer rates, as with all hotels in Malaysia, are substantially greater. We enjoyed our stay in this hotel and also enjoyed the interesting city of Melaka. If you're not here on a weekend, don't regret missing the Jonker Walk as we found it overhyped and not really different from so many other Malaysian night markets. My wife had a Chinese foot massage and the Signature massage which she claims were excellent and good value. Kudos to Sue for her massaging skills. This hotel is a very comfortable base to explore the city.

Room Tip: any room will be comfortable
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  • Stayed: August 2013, traveled as a couple
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1  Thank travelglobe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A_Nels0n, Manager at Casa del Rio Melaka, responded to this reviewResponded September 2, 2013

Dear travelglobe,

Greetings from Casa del Rio Melaka,

We are delighted to see that you enjoyed your stay at Casa del Rio, and we are happy to know you tried dour hotel spa, we hope that we have a chance to welcome you again.

Kind Regards

Aarron Nelson
Hotel Manager Casa del Rio

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Reviewed August 28, 2013

Stay 21 jul 2013 for tree nights on the Riverside , LUXURY room and excellent first class service, the Restaurant food its great, the Breakfast can choose from Buffet and fresh cook breakfast from the chef, this is the best hotel we stay on our trip to malaysia and singapore the hotel just in the central city of Malaka and close to tourist atractions 10 min walk to shopping mall, 5 min to the hard rock cafe and restaurant friendly staff, thank you to Aaron the hotel Manager for taking care of during our stay we will return again definiterly.

  • Stayed: August 2013, traveled with friends
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1  Thank niyom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A_Nels0n, Manager at Casa del Rio Melaka, responded to this reviewResponded September 2, 2013

Dear niyom,

Greetings from Melaka,

Thank you for your kind comments, we are delighted to know you enjoyed the hotel and service, I hope you had a safe trip back home, we will look forward to see and welcome you again.

Kind Regards

Aarron Nelson
Hotel Manager
Casa del Rio

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Reviewed August 27, 2013

This is an old review. It's been about a year since my partner and I were at there, but we miss the service and value offered by Casa Del Rio.

Check in was a bit slow and there was some mis-communication with our reservation, but it all worked out eventually. The refreshing sorbet was lovely after a long bus trip and we loved our room with a view of the river. The luxurious bathroom also featured a huge bathtub which fit BOTH me and my Joo - I swear we're no pixies.

We went to the spa after we check in and were impressed. Everything, the deco, the massage, the facility, was all we had expected of a 5-star experience. We liked it so much we'd even bought their spa products home as souvenirs.

The hotel is also located near Jonker Walk, which is a great place to mingle with the crowd and eat local food. Seriously, I cannot understand why some people stay in hotels away from Jonker area only to take a taxi there. I mean, why waste time travelling to Melaka if you all you want to do is hangout in some random mall along some dusty downtown roads? Besides Jonker Walk, you can also walk to various heritage sites. The part of Melaka around Casa Del Rio is picturesque and worthy of a good walk. I strongly suggest you explore on foot and get your cameras ready!

Room Tip: MUST visit the spa. Book in advance. Please also spend a bit more and get a good room with a balcony...
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  • Stayed: September 2012, traveled as a couple
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2  Thank Yvonne_N_Soh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A_Nels0n, Manager at Casa del Rio Melaka, responded to this reviewResponded September 2, 2013

Dear YvonneNaiilahsoh

Greetings from Melaka,

Thank you for your review, we are happy that you have taken the time to share your experience on our Hotel even though you stayed over a year ago. We are happy to know you enjoyed the hotel and services, you will be happy to know after a year we have developed well, hopefully you will be able to return soon again for you to experience.

Kind Regards

Aarron Nelson
Hotel Manager
Casa del Rio

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Reviewed August 25, 2013

2 nights stay this year, quiet and nice river view. Luxury room and excellent service as before. All the staffs and even trainee of the hotel, they are patient and work with their passions. They tried their best to help me with the transportation from Melaka to JB and taught us how to play the traditional game - Congkak. Great hotel in Melaka that I highly recommended.

Room Tip: Luxury room with great service. Location near Jonker street.
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  • Stayed: August 2013, traveled with family
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Thank Chineselad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A_Nels0n, Manager at Casa del Rio Melaka, responded to this reviewResponded September 2, 2013

Dear Chineselad,

Greetings from Casa del Rio,

We are delighted to know you had enjoyed your stay with us, we appreciate you recommending us as a place to stay, we hope to welcome you soon again to Melaka.

Kind Regards

Aarron Nelson
Hotel Manager
Casa del Rio

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Reviewed August 24, 2013 via mobile

Took us 5 mins to check in. The lemongrass and ginger sorbet was our welcome dessert. So refreshing. The room was so satisfying, from its decoration to its cleanliness. Very close to Jonker street. The staffs were simply awesome too. Wide choices of breakfast buffet. We had our windscreens (back and front) cleaned before we checked out. What a pleasant surprise! Will definitely return again soon.

  • Stayed: August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
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Thank Travelmaster8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A_Nels0n, Manager at Casa del Rio Melaka, responded to this reviewResponded August 25, 2013

Dear Travelmaster8

Greetings from Malacca,

Thank you for choosing to stay with us at Casa del Rio, we are delighted that you have enjoyed your visit and that you are looking forward to return again.

We will look forward to hopefully welcome you soon again.

Kind Regards

Aarron Nelson
Hotel Manager
Casa del Rio

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Casa del Rio Melaka

Address: 88, Jalan Kota Laksamana, Melaka 75200, Malaysia
Phone Number:
Location: Malaysia > Melaka State > Central Melaka District > Melaka
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Business Hotel in Melaka
#1 Luxury Hotel in Melaka
#1 Spa Hotel in Melaka
#2 Romantic Hotel in Melaka
#2 Family Hotel in Melaka
Price Range: $142 - $581 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Casa del Rio Melaka 5*
Number of rooms: 66
Official Description (provided by the hotel):
Casa del Rio, Melaka, part of The Boutique Collection by HPL Hotels & Resorts, is located on Jalan Kota Laksamana, Melaka, a literal 2 minute walk away from the popular Jonkers Walk and heritage attractions. Keen observers will pick out the Arabic, Chinese and Dutch influences woven into the dominantly Mediterranean architecture. This boutique hotel, offering first class services, is already a striking addition to the historic skyline of the city. The hotel's 66 guest rooms and suites, each covering a minimum of 50 sq meters, uniquely feature dressing areas, bathrooms, split level bedrooms and private balconies as well as a number of unique personal touches. Aiming to provide an "at Home" atmosphere, Casa del Rio is a sanctuary from the city's bustle, with spaces for indulgent reflective solitude or stimulating interactive conversation depending on the choice of the traveller. ... more   less 
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Also Known As:
Casa Del Rio Melaka Hotel Melaka

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