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“Over-priced and Lack of attention in basics”

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The Sterling Boutique Hotel Melaka
Ranked #21 of 166 Hotels in Melaka
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Over-priced and Lack of attention in basics”
Reviewed July 18, 2012

In Malacca, I have experienced 3 hotels, namely Renaissance, Majestic, and The Sterling. The Sterling is the one I would not come back to, with the price it charges.

I chose Sterling for my trip in July 2012 after learning it is a boutique hotel just opened in late 2011, and most of the comments on TripAdvisers are positive, despite it doesn't have a gym and swimming pool.

The location is great, several different historical spots are within walking distance. The colonial style exterior look of the hotel is beautiful, but inside the hotel, definitely a lot of room for improvement, especially the room, which I believe is the most important consideration for travelers when choosing a hotel.

The room:
Taking the advices from some people on Trip-advisers, I selected Riley Room which is not facing the main street, as according to them would be noisy at night.

There was no view in the room, what we saw was basically the entrance of the hotel and roof tops of nearby houses. One of the window panels had mushroom-look leaf molds at the bottom corner where was reachable by hand, i.e. removable by the housekeeping team. No drawers either at the working desk or bed-side, therefore I had to lay all my stuff on the desk. In the wardrobe, there were only 2 clothes hangers in addition to the 2 bathrobes which already looked worn out and like it needed a good wash (stains around the lapel and cuffs). So I had to call the front desk to have someone bring in more clothes hangers.

Water at the bathtub at most could be called luke-warm, and the volume of the water was only moderate (I informed front desk the 2nd day and it was better after that.) The washing basin was a single basin and a tiny one at that. Bench top space beside the basin was limited, which could hardly accommodate my skin-care products. I had to keep them in the small drawers under the bench top.

The room had poor sound insulation, I could hear the noise of closing doors of other rooms, and I believe it was not only my room had such problem.

I have no serious negative impression about their service but yet with the rate they charge, several details & basics should have been taken care of, e.g. in addition to what mentioned above, the reception executive who led us to the room wore the uniform alright but slippers when she walked out from the front desk; breakfast menu attached a sign saying this is a hand-made menu but the one we got was torn at the folding line. Breakfast quality was OK but service was slow.

One thing I appreciated about the room was that there was the free wifi.

I paid RM$500 on weekday & $600 on weekend, before tax, service charge, and a surprising $2 heritage fee per night. The heritage fee was neither shown on internet hotel booking websites nor briefed by the employee when we called Sterling to check room availability and price. It was the 1st and only time presented to me on the bill while checking out.

Overall speaking, with the rate I paid and comparing it with the other 2 hotels of similar price range, I consider this is not value for money and will not return to it.

  • Stayed July 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank LalaD123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSterlingMalacca, Manager at The Sterling Boutique Hotel Melaka, responded to this review, July 20, 2012
Dear LalaD123

Thank you for sharing your experience at The Sterling, Malacca.

Being a small luxury boutique hotel, our staff are multi tasked and our colleague who checked you in was both working in Housekeeping as well as front office that day. As such, she was in our hotel issued slippers to enable her to work in the rooms when required.

For example, our door to door service also sees our Manager doubling up as driver as and when required, our our concierge Guest Assistant also helping in service for breakfast.

We make no excuses for your observation on the window panels, and have reminded our staff to be more vigilant.

The training of our staff here in The Sterling emphasizes on the need to provide a standard service that is available to all guests without compromise.

And being a small boutique hotel, our rooms do have different configuration due to the design of the building. For bathrooms with limited space such as racks, we have installed additional glass racks such as The Windsor after similar observations from other guests.

From your observation of The Riley, which incidentally is the first that we have received, we will definitely look into the same to ensure that other guests will not face the same predicament.

As for the view of the surrounding, we are restricted by building bylaws in view that we are right in the middle of the heritage zone (whereby construction is limited by height to only 45feet). Of the luxury hotels in Malacca, Casa Del Rio and Majestic which are priced well above The Sterling, do not have height restrictions and as such have room with views.

We do humbly believe that we are not in the same category as the other hotels above, but despite the lack of view from your point, we have also had positive comments about rooftop vantage when observing the sunset at The Balcony. In any case we thank you for the opportunity to also put forth our justification.

We would like to thank all guests, once again for listing out the areas where we need improvement, as without these, we will still be floating with our many compliments received here in Trip advisor and other renowned Online Travel sites.

Sincerely,
Cynthia Yong
Hotel Manager
The Sterling, Malacca
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English first
Level Contributor
24 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed July 14, 2012

Stayed a night at The Sterling. Found the hotel through tripadvisor and was not expecting much. I usually stay at Hotel Equatorial whenever I'm in Melaka. The Sterling turned out to be a hidden gem.
ROOMS & HOTEL: the rooms are of decent size with a King sized bed, small side tables and chairs, 4 very strategically placed power points, excellent shower facilities (rain shower, shower head & body massage jets). Toilet space is efficiently used. The bathroom floor is non-slip and dark coloured. Theme of room is modern chic - clean lines, dark colours and comfortable. The parking is good, no underground carpark to navigate. Security post faces the carpark lots. The hotel is new and looks well taken care of till now. Food for breakfast is not a huge variety but its serviceable.
My room's aircom (all the rooms were affected) broke down and the service staff were very apologetic and.polite. they managed to swiftly deploy a fan for every room to ensure air circulation. They also waived charges for the room for that night. Prior to this, the aircon was locked for whatever reason, when we called the recep, the maintenence came by the room really quickly. All staff whom I encountered all spoke really good english and problems were resolved efficiently.
LOCATION: it is about 5 mins walk to jonker street via jln bunga raya. For shopping at Hattens, it's a walkable distance if you have a map. Should take about 10mins.

I would stay with The Sterling again as the service is more personable and friendly.

  • Stayed July 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MoltonBrownCow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSterlingMalacca, Manager at The Sterling Boutique Hotel Melaka, responded to this review, July 17, 2012
Dear MoltonBrownCow,

The Sterling, Malacca has now been operating for a little over 8 months, and we have had many different challenges but nothing quite like this.

However, nothing catastrophic until this past weekend in which our outdoor Air Conditioning compressor failed resulting in a 'lockout' of control systems.

Please accept our sincere apologies for the inconvenience. We are pleased to inform that we did mange to acquire some portable air coolers due largely to our proximity to a distributor down the street which happened to be our friend! We got the items delivered at around 11pm, when we experienced the breakdown. Though this only served as a relief to the inconvenience.

We are also happy to inform all our guests that the contractors has since address the problem, and are currently affecting the repairs.

Here at The Sterling, Malacca, we employ local staff and our prerequisite for frontline personnel is the ability to communicate with our international guests.

Thank you for sharing your thoughts on all other areas, to which we are most thankful for.

Sincerely,

Cynthia Yong
Hotel Manager
The Sterling, Malacca
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Singapore
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed July 13, 2012

Like all the other reviews, The Sterling has great new boutique or family style rooms at decent prices. One memorable experience - the staff takes your order for breakfast the night before, and leaves you wondering and expecting the breakfast to come. The next morning, you'll be wowed at the top floor for brekkies and a view of the nearby surrounds. i chose the Local Breakfast, Nasi Lemak (I've included the pix), and it was delicious. i looked forward to returning to the hotel every day i was in Melaka, and i'm sure you will too. Keep up the good work @ the Sterling.

  • Stayed December 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Alephant
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSterlingMalacca, Manager at The Sterling Boutique Hotel Melaka, responded to this review, July 17, 2012
Dear Alephant,

Thank you for your kind words and sharing of your experience with visitors here at Trip Advisor.

We are but a small boutique hotel, and to ensure that we achieve what we set out to do, certain services needed to be implemented to ensure that the optimum is provided.

Given that we do not have a buffet line, we need to ensure that our breakfast is adequate for our guests, and especially on full weekends, our staff will gauge the requirement of our guests by taking their orders early. This is so that we can hot serve our breakfast when the guests come in to The Loft for breakfast.

Thank you once again, and we look forward to welcoming you back again.

Sincerely,
The Management and Staff of The Sterling, Malacca
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
Level Contributor
18 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed July 10, 2012

Stumbled upon this hotel through TA.

Have initially wanted to stay at a hotel along Jonker Street but after reading the review on TA, decided to give this hotel a try.

Sterling is not located along Jonker Street but it is within walking distance, hence, away from the noisy street. Once you step into the hotel, it gives you a rather peaceful feel.

Stayed in the deluxe room and it was beautifully decorated. Although there is no bathtub, the great rain shower made it up. The bed was comfortable too.

The staff at the reception was very helpful, to the extent that they volunteered to help me pay for a parking fine and scanned me the receipt (as proof of payment) when payment was made.

Will stay at this hotel again when I visit Melaka..maybe upgrade to the room with the jacuzzi...since the review of this room was good.

  • Stayed May 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jacqtan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at The Sterling Boutique Hotel Melaka, responded to this review, July 12, 2012
Dear Jacqtan,

Here at The Sterling, Malacca, we try to stay out of our guest's way yet be on hand should they need us to assist them in any way.

In Melaka, the public car parking system is similar to what Singapore has, and these coupons are readily available in most newstands. We also have these tickets at the Reception counter.

As in your case, we are most ready to assist in having the fines paid to ensure that your stay was as convenient as possible.

We look forward to welcoming you back again in the furture and do hope that you will find the time to experience our much talked about jacuzzis.

Sincerely,
The Management and Staff of The Sterling, Malacca
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brighouse, United Kingdom
Level Contributor
41 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed July 2, 2012

The Sterling was built in Nov 2011 and is a great Boutique Hotel. Rooms are nicely decorated, clean and all come with power showers. They have large family rooms or rooms with interconnecting doors. Great roof top bar and good choice for breakfast. Hotel is in a great location within 3-5minutes walk of the centre. Excellent for both couples and families wanting a one or two night stay in Malacca.

  • Stayed June 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Hagghill
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at The Sterling Boutique Hotel Melaka, responded to this review, July 12, 2012
Dear Hagghill,

Thank you for choosing The Sterling, Malacca as your choice in your recent visit to Melaka.

Since opening in Nov 2011, our guest profile have been very encouraging, recording visitors from 38 different countries!

One of our unique selling points is that 35 out of 37 rooms have interconnecting doors, and these doors like any other 5 star hotel also comes with sound proofing ensuring that privacy is always maintained.

We have been told that our Balcony bar has some spectacular sunset views, and serves as a good place to unwind after a whole day out.

We do hope that you will tell your friends about us and if they are ever heading out to Historical heritage Melaka, The Sterling will be the option to stay!

Sincerely,
The Management and Staff of The Sterling, Malacca
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kuala Lumpur, Malaysia
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed July 1, 2012

We stayed in leyton room for 1 night stay. The hotel is approximately 10 mins away from jonker street which is very convenient. My sister checked in riley's room which is much more bigger compared to leyton. The rooms are very stylishly decorated with modern furnishings. The plus point for this hotel is that it is a very clean hotel with friendly hotel staff. Though i believe it is restored building back in british colonial days the whole building was revamped and you don't notice staying in old colonial building.

However as i've highlighted to the front desk staff that we would expect a bigger bed for a family of 4 with the price we paid. But was told that we should opt for a bigger room. The whole hotel was like a big artsy fartsy place where they hanged local artist paintings as well as they have this slow jazz music played all the time in the hotel. The balcony place was romantic s well. Having stayed in the room next to the balcony we r a afraid that the noise might disturb our small kds sleeping however the rooms are well sound proof.

I have also suggest that it will b perfect if they have a pool for the kids to play. But s explained by the staff that they r a boutique hotel therefore they are unable to fit swimming pool at the moment. But having to go to my sister's room with jacuzzi definately is a plus point. In short we will definately recommend to others about this hotel.

Room Tip: Find a room next to balcony. They have great sunset. Or opt for the room with jacuzzi
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  • Stayed June 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank tini_shaher
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at The Sterling Boutique Hotel Melaka, responded to this review, July 6, 2012
Dear Tini_shaher

Being on the west coast, Malacca does offer a glimpse of sunset for those who prefer to unwind after a day out.

At The Sterling, The Balcony does just that and our aim is to provide that little extra for guests looking for a getaway. Our home brewed lemongrass honey welcome drink calms the senses as the sun dips over the Straits of Malacca.

Our Riley room is quite popular as it offers a larger than usual room size, and with the jacuzzi it becomes a natural choice for those looking for a their usual dip in the pool.

We will be hoping to add on a swimming pool next (phase 2 of the hotel expansion) hopefully within the next year, and all this in hope that our guests will have a memorable stay in Malacca.

Thank you for your encouragement and we look forward to welcoming you back again.

Sincerely,
The Management and Staff of The Sterling, Malacca
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
Level Contributor
48 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed June 28, 2012

Spent 3D/2N at Sterling with total 9 adults and 5 kids (an infant inclusive). Stayed in their Leyton, Riley and Brighton. All rooms were very clean and front line serivce was excellent! Housekeeping was slack as they didnt replenish toilet roll nor change towel for one of the day as they were fully booked and shorthanded. But the thoughful details like providing a playpan for infant (looked brand new), little basket of local cookies as welcome gesture and even provide umbrellas when it rained made it up. Service staff at front desk were all very professional and Zul at restaurant was attentive. Location of hotel is also plus point as it is only 8 min easy walk to jonker especially with such big group. Though it is near jonker, it was not bothered by noise. The kids love the jacuzzi which made up for the absent of pool but agree that jacuzzi not suitable for elderly. Breakfast was nice but hope there are more variety. Overall experience was great! Will sure come back again!

Room Tip: If you want good clean room that is near jonker or heritage walk, this is the place to stay!
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  • Stayed June 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank penggu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at The Sterling Boutique Hotel Melaka, responded to this review, June 29, 2012
Dear Penggu,

Thank you for sharing your experience at The Sterling with Trip Advisor.

We can't thank our guests enough, staying with us and sharing their experience as well.

We have been blessed with a few 'full house' this month due to the school holidays in Malaysia. Singapore and Indonesia. However, there can be no excuse for our staff having left out their responsibilities.

Our housekeeping staff do follow a checklist to help them cope with their many duties when cleaning the rooms, and replacing toilet rolls as well as providing an extra one in the cabinet is certainly one of them. We have reminded them to follow these guidelines when executing their duties.

We are most fortunate to have had your party as our guests, staying in the Leyton, Riley and Brighton as well!

Thank you so much for your patience, and encouraging our staff by giving special mention to Zul, our F&B Guest Associate (he oversees the F&B staff and duties) as well as to our front office personnel.

We do hope to welcome you back in the near future.

Sincerely
The Management and Staff of The Sterling, Malacca
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Additional Information about The Sterling Boutique Hotel Melaka

Property: The Sterling Boutique Hotel Melaka
Address: No. 43 Jalan Temenggong, Melaka 75100, Malaysia (Formerly The Sterling Melaka by Gloria)
Location: Malaysia > Melaka State > Central Melaka District > Melaka
Amenities:
Bar / Lounge Beverage Selection Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Wheelchair access Airport Transportation
Hotel Style:
Ranked #21 of 166 Hotels in Melaka
Price Range (Based on Average Rates): $
Hotel Class:4 star — The Sterling Boutique Hotel Melaka 4*
Number of rooms: 37
Official Description (provided by the hotel):
The Sterling, Malacca's latest luxury boutique hotel is a mere five minute walk from Jonker Street, world famous for antique hunters and popular amongst visitors to historical heritage Malacca.In addition, The Stadhuys, St.Paul's Hill, Church of St.Francis Xavier, Christ church and A'Famosa are all within 8-10 minutes on foot. Enjoy sheer luxury in our signature rooms that feature its own private sundeck and outdoor jacuzzi. Dine in heritage Malacca's unique rooftop diner and catch the stars above Malaccan skyline at The Balcony, a place to kick back and relax. The Sterling and its English heritage concept is all set to transport her guest back to yesteryears yet ensuring that everyday comforts are not compromised. Welcome to The Sterling Melaka by Gloria, A GOOD PLACE TO BE! ... more   less 
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