We arrived in the evening about 11pm. The driver, who the hotel had organised to pick us up from the airport, asked us directly for payment. When we queried with the front desk, they told us they contracted out this service and we should pay the driver directly. We had not been informed about any of this. We paid the driver.
We had booked a deluxe king size bed room with city view but were told because the hotel was full, we had been given a standard room single beds room.
We queried why, as the booking was made weeks before and were told the reason was because the hotel was full….After much discussion we were told we would be given a room with king size bed the following day. For that night, we were given a room by the elevator. However, upon opening the door to this room, we discovered this room was already occupied! (The occupants got quite a surprise!) We returned to the front desk.
Many apologies were given for this mistake but no explanation could be found for this error.
We asked to speak with the manager and requested a letter explaining the mistake.
A cleaner walked into the room without knocking with the Do Not Disturb sign in place on the outside door knob!
At the front desk we were told a new room would be issued. It was explained to us that the front desk and IT expert had spent till 1am trying to work out why the double occupancy mistake had been made but they still did not know. In compensation we were promised a room upgrade, a letter of explanation, a meal for two at one of their restaurants, access to Executive lounge....
Upon our return from sightseeing, we were given the presidential suite (!!!!!!)- king size bed, kitchen with microwave, kettle, fridge (with complimentary drinks) but there were NO utensils, crockery, etc in the kitchen!!!.
That day our friends arrived with children, having booked adjoining rooms and a city view (and confirmed the booking by phone). They were told there were no adjoining rooms city-facing! They were ‘upgraded’ to rooms facing the Strait and given access to Executive Lounge.
We all ate dinner in hotel at Sirocco restaurant. One particular meal was ordered and arrived but was not at all similar to the meal specified on the menu. It went back to the kitchen and returned almost as described but with an extra sauce on the side.
We all ventured to the Executive Lounge for breakfast. Food from the menu was served differently to the description i.e. no accompaniments.
That evening our friends were challenged by staff as to why they were in the Executive lounge (their room number was not one that usually had access to the EL); this query was made by the same staff who served us all breakfast in the morning.
Later in the day we ordered meals from one of the hotel restaurants to be delivered to room; 40 minutes later a phone call to say that the dish ordered was not available. (crab - special dish of the month)
Upon check-out there was no reference to any of the complaints; plus on reveiw of the bill, no meal was discounted from the bill as promised. There was also no letter of explanation forthcoming to this date.
On top of the these 'Fawltyesque' incidents, all rooms we were in were noisy; there is construction taking place on the Strait side of the hotel and the expressway is on the other side. There is obviously no double-glazing.
The lighting is extremely poor in all the bathrooms we visited and trying to find the light switches which would turn on the lights or the fan in the bathrooms took considerable exploration. The switches for the bathrooms were placed all around in other rooms at what would seem to be random locations.
Recommendations to management:
Your staff are very pleasant but are obviously have not been upskilled to the level of service required for their jobs. I would apply this comment to front desk, restaurant and cooking staff. This is definitely not the fault of the staff themselves but a massive error perpetrated by the management of this hotel. There were too many instances where staff were unable to professionally carry out their duties. The responsibility for staff training must come back to the management.
The hotel itself is clean and bright and the location for exploring Melaka is good. However booking here has its issues.
- Official Description (provided by the hotel):
- Holiday Inn Melaka is the choice for families and business travelers 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