Holiday Inn Melaka by IHG

Susan Newton

2 months ago

I stayed at Holiday Inn Melaka from 27th February to 1st March in Room 1804. This was my first time staying here, and unfortunately it was a very disappointing experience. It was also my wedding anniversary, which made the situation even more upsetting. On the first day, the air conditioning in my room was not working at all. The room was extremely hot, and I was sweating the whole day and night. I could not sleep properly. On top of that, the toilet was clogged. When I flushed, it would not clear properly, which was very embarrassing and uncomfortable. When I informed the staff at the counter and mentioned that it was my wedding anniversary, the staff member told me that since the reservation was already made earlier, nothing could be done. His attitude was not helpful, and I felt dismissed. During check-in, he also did not explain any of the hotel facilities such as the spa, sauna, jacuzzi or other amenities. The only things he said were, “Is this your first time staying here?” and “Have a nice stay.” When I tried to ask further questions, he dismissed me and would not even look at my face while responding. It felt disrespectful and unprofessional. The next day, I spoke to another staff member who was more helpful and arranged for maintenance to check the issues. The maintenance staff confirmed there was a problem with the aircon. While checking, he also discovered that the toilet pump had an issue and something was stuck. He repaired both problems, but by the time everything was fixed, it was already close to 8 PM on the second day of my stay. What was even more disappointing was the lack of proper management support. The manager, Mr. Rama, and Ms. Eugene were not around to assist. During check-out, I spoke to the duty manager on shift, who mentioned he had only been working there for one month. He appeared unsure of what to do and simply stood there quietly. He did not apologize for the inconvenience. It felt like there was no proper authority present since it was the weekend. When I asked for the manager’s email address to raise a formal complaint, he did not even have that information. I appreciate the maintenance staff for eventually fixing the issues, but basic room facilities like air conditioning and a working toilet should not fail. Customer service and management presence, especially during weekends, should be much better. Overall, this was a very disappointing experience for a special occasion. I hope the management takes this feedback seriously and improves both maintenance standards and front desk service.

Mel

4 months ago

Our regular place to rest & settle down whenever we are heading towards Singapore or when we are in Malacca for work & for leisure for several years. It's lovely to be back again for the weekend. Staffs are friendly, polite & attentive from front desk, hotel porter, room service, in the executive club lounge & at the restaurant who greet with a smile when we dropped by to check out the menu. It's nice to see the hotel been refurbished recently, good effort by the management & staff. It's wonderful to see the Piano is there to keep the hotel warm & pleasant. It's lovely to have met some new friends from USA during our table tennis session in the hotel while staying at the same executive floor as us, that we invited them & they join us in our car for some attractions and food in Melaka. We hope they had a good hospitality during the start of visit Malaysia year through the stay in the hotel. Thank you to Ms. Nor'azila for your kind arrangements to us. Thank you to Mr. Azizie who attended & helped to made our stay comfortable & well. We felt welcomed & we look forward for our stay in your hotel again together with our family & friends. Hope to see all of you again soon. Keep up the good work. Best wishes to all of you.

Indy S

4 months ago

Good location - however crossing over via an underpass is inconvenient to get into town/Taming Sari. Free shuttle service available- recommended to book but runs every 2 hours. Rooms are quite spacious. Clean, well lit and well maintained. Great amenities available. Staff are generally nice and accommodating. Has a level 2 restaurant - not well explained or advertised. Looks closed. Often we were the only people to eat there. Service was slow, food was decent and well priced. However, don't recommend breakfast buffet. Ground also has an Italian restaurant which is more pleasant and appealing.