We stayed in Holiday Inn Melaka this month from the 12th to 14th September. After much consideration between Holiday Inn and Hattens, we decided on the former. As there were 10 of us, we booked 4 rooms. Although I had booked the hotel through Agoda and had specified certain requirements (1 room with King bed and rollover bed etc) during the booking itself, I decided to call the hotel few days before the trip to ensure that all was good. Firstly I had to call because it was not easy to get the email address of the person in charge and after trying very hard, I gave up and called instead!.
I explained to the person on the phone that it was a big group and that we would like a high floor, with a sea view. He could not tell me straightaway whether such a arrangement was possible but instead just said that he would note it down! That was the start of bad service!
When we reached there, the hotel did not offer any welcome drink or snack to us (they only had that for the people who were checking in on Saturday!!! I had to repeat my request (for the 3rd time) and the receptionist told me she can give me sea facing rooms but in different levels! And for me to even get that rooms, I had to wait because they were not ready!!! At that point, the time was already 3pm and the actual checking in is actually at 2pm! No apologies or late checkouts were offered at that point. However, we did not want to spoil our holiday by getting upset so proceeded to lunch. When we came back at 6pm, the rooms were ready.
We liked the rooms very much. Very clean and had a beautiful smell, goodos to the cleaners!!! However, I realized that although the receptionist agreed to give me a King bed and a rollaway bed, it was not the case. The room only had a queen bed! WE decided to just do without the King bed but called to ask for a rollaway bed. Calling them and getting what we wanted was another challenge, my call was transferred thrice before I could get the "right" person. But upon speaking to him, the bed came quite fast, I wondered what the receptionist was doing for such a long time!
The following night, we wanted to visit Jonker Street. Thus, I approached the receptionist asking her whether shuttle was available from 8-10pm for 10 people. She told me that she needed to check and called someone. After that she told me that it was possible. As planned we went to jonker in the shuttle. Before alighting, my cousin reminded the driver that we will be here waiting at 10pm and he said he will be there. At 10pm, the shuttle came and we got on it feeling tired and hungry (we wanted to eat somewhere else recommended by a friend). However, just then, another family came and said that they too had booked the shuttle but there was no place for them. The driver started talking to them and made a few calls. After that, he just sat on the steps chatting with the other family in a relaxed manner. Here we were in the bus, sitting and waiting for the bus to take off, not knowing what was happening. After about 20minutes, my cousin was so angry and went to ask what was happening. He told us that he was waiting for a second bus to come and take the family and he had to be there because the other driver did no know the way!!! We told him that the kids were hungry and told him to drop us asap. Even then, it took him another 10 mins to decide to drive us off to the hotel.
We complained to the front desk upon reaching the hotel and met with the hotel manager the next day. Instead of apologizing for all the inconvenience we had to go through, she was questioning us whether we booked the shuttle in the first place! Only after we raised our voice and pointed out some lapse in the process did she came down to apologise. She offered us a late checkout at 3pm but we cleared the room before 2pm as we already have made other plans and so we really did not need the late checkout!
Frankly, we expected a genuine apology and any honest offers after that would have been more appreciated. Instead we had to waste about an hour or two of our holiday arguing with the hotel manager who was clearly not equipped with the necessary management skills in handling matters well. This incident made us upset and if you ask me whether I would recommend Holiday Inn to my friends...for now it is a NO.
- Official Description (provided by the hotel):
- Holiday Inn Melaka is the choice for families and business travelers alike who are looking for a relaxing base with award-winning service, close proximity to shopping and business district, all in a new contemporary setting. This hotel in Melaka boasts an unrivaled location, residing on the stylish waterfront overlooking the Straits of Melaka, with easy access to the hidden gems surrounding Bandar Hilir or shopping around at Melaka Raya. Retreat to the 275-rooms including deluxe, suites, and Kids Suite with featuring Wi-Fi Internet service throughout the hotel. Soak in the fun at the hotel's infinity pool complimented by a picturesque view. Conduct business and meetings in comfort with its state of the art function rooms and pillar-less ballroom, all with floor to ceiling windows for natural sunlight. Discover a brand new you at the Balinese inspired Tea Tree Spa by pampering yourselves with its wide range of treatments. At es.Sense kitchen, indulge in the international favourites and local inspired cuisines such as Baba Nyonya and authentic Peranakan. Then there is Sirocco Italian Restaurant, a relaxed dining outlet serving the best wood fired pizza in town. ... more less
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- Also Known As:
- Holiday Inn Melaka Hotel Melaka
- Melaka Holiday Inn