ARK Malacca Hotel

I had booked through Agoda for 3 May 2022 and arrived at 7pm after driving 12 hours from Masai Johor, hoping to get some sleep. Instead, I ended up sleeping in my car. The man there, who was over 70 and said he was Christian, told me there was a system error with multiple bookings and asked me to cancel it myself. He suggested trying the Kota Lasamana area, saying there were lots of hotels, but that didn’t make sense on a public holiday at the last minute. I spent another two hours searching, and everywhere was fully booked. I was upset, but managed to calm myself down. Nobody knows how miserable that was. Please assign someone who knows how to handle online bookings.

I called to double check which beds could be selected before paying for the room. The staff member who answered was rude and didn’t give me a proper response about the details listed on their page. I asked to speak to someone else, but he insisted and then hung up. He shouted at me and said that if I wanted to complain, I should go ahead, then ended the call. When I asked his name, he refused to tell me. I want to know who the staff member was and what action will be taken.

The online price is cheap, and the room was comfortable because it’s a new hotel. Things were okay otherwise, but after midnight it gets noisy with “mat rempit” and “mat kereta” around.

We had a blackout during our stay, and it got really hot. They should have a generator ready. The front desk staff also need to change their attitude. Please speak gently and politely, help customers solve problems, and don’t argue with them.