Where in the world is there 23hr stay, hotel association asks Tiong

The Malaysian Hotel Owners Association (Maho) is curious to learn more about the “common practice” of hotels abroad allowing guests to stay for 23 hours.

Describing it as a suggestion which fails to make sense, Maho executive director Saharuddin M Saaid pointed to operational limitations, including housekeeping.

He said the situation would be more difficult during peak seasons when all the rooms have been booked.

“We wish to know which hotel and where in the world the 23-hour stay is practised. Is this normal practice or done on an ad hoc basis? In Malaysia, hotels allow guests to check in earlier or check out later based on requests,” he told Kosmo.

Saharuddin was responding to Tourism, Arts and Culture Minister Tiong King Sing's call for hotels to adjust their check-in and check-out times to accommodate nearly a full day's accommodation.

Tiong (above) claimed that the 23-hour period was a common practice abroad and it did not affect the hygiene standards or quality of stay.

“I understand if hotels want to save costs and garner more profits (by having later check-in and earlier check-out times).

“But this isn’t only about your profits. Customers need to be made to feel that every dollar spent is worth the service they receive. Otherwise, they will experience a dissatisfactory stay. This, in turn, gives a clear perception that hoteliers only prioritise profits and not the quality of their service,” Tiong added.

At the same time, the minister acknowledged the lack of manpower in hotels which affected preparing rooms for guests and promised to discuss with the Human Resources Ministry and Home Ministry to allow the hiring of foreign workers.

Not enough time to clean rooms

Saharuddin said that following the Covid-19 pandemic, hotels must also ensure that sanitisation is carried out in the rooms, and this process is time-consuming.

Maho executive director Saharuddin M Saaid

“If the manpower issue can be resolved and if the housekeeping system becomes more efficient, then hotels will be able to heed the minister’s suggestion. It is easy to say (allow guests a 23-hour stay) but the reality must be considered,” he added.

On the same note, Saharuddin said hiring more housekeeping staff would incur additional costs.

“Furthermore, starting February next year, the minimum wage will be increased to RM1,700. Hotels have no choice but to raise room rates to manage the operational costs,” he added.

Agreeing with Saharuddin, Kedah and Perlis Hotel Association (MAH) chairperson Eugene Dass also pointed out that the one-hour window would not be sufficient to ensure that a room is cleaned and all the facilities are in order for the next guest.

“It is impossible to ensure cleanliness, check the taps, air conditioning unit and other items within an hour. This will be difficult, especially when a large group checks in,” he said.

Similarly, MAH president Christina Toh said in the wake of the Covid-19 pandemic, people are emphasising cleanliness and hotels must ensure that all rooms meet the standards.

The check-in and check-out times landed in the spotlight after a hotel guest took to social media to complain about being asked to check in at 4pm and told to pack up at 11am the next morning. - FMT