LETTER | “The devil is in the details” is an idiom suggesting there could be complications hidden in something that may seem simple and straightforward.
A good example is hotel check-in and check-out times, which have never been an issue until lately after several individuals complained on TikTok and Twitter that the hotels they had booked changed their check-in time from 2pm to 4pm, and check-out time from noon to 11am.
They alleged that such policies would drive local tourists to travel overseas instead of holidaying in the country. Should this be the case, it would also deter foreign tourists from visiting Malaysia.
Because negativity is a survival instinct, bad news spreads rapidly. Just a few posts and reports have sparked discussions among netizens, with most feeling that shortened stays at hotels are unfair to customers.
Concerned, the Tourism, Arts and Culture Ministry issued a timely statement that it is monitoring the situation and has advised the public to read and understand the terms and conditions before making reservations.
But hardly any customer bothers to read, much less understand, the terms and conditions, or even realise that they are entering a contract when booking a hotel room, paying for a tour package or renting a self-drive car.
These contracts or sales agreements may appear to be customer-friendly but they have been carefully drafted by a legal team to protect suppliers to the fullest extent as allowed by the law and are likely to win in court. Nevertheless, businesses are not won by being steadfastly right.
Significantly, the Malaysian Association of Hotels president said, “It is a very subjective matter. The check-in time is set to ensure the room is well prepared for the next guest. At the end of the day, it is about an agreement between both parties. If the customer is satisfied with the terms and conditions, they can proceed with the booking.”
The response was indeed correct and proper, but it also means things will remain status quo and forgotten until the same episode is resurrected by another group of disgruntled customers.
Have standardised times
A good solution is likely to be that advocated by the Federation of Malaysian Consumers Associations, and that is to have standardised times for check-ins after 3pm and check-outs before noon. I have something more to add to make it even better.
Should guests request earlier check-ins or later check-outs, they could be granted subject to room availability and extra payment at 20 percent of the room rate per hour. Likewise, guests should be compensated at the same rate for any delay in getting the rooms ready.
Hotels should be given a free hand in varying the number of guest rooms they wish to operate throughout the year and hire enough housekeeping staff to do the job. However, they should not be allowed to set check-in and check-out times arbitrarily.
This is because the actions of a few could affect the entire local hotel and tourism industry. Business is less about law and logic, but more about managing customers’ expectations, which is tremendously challenging.
Hence, hotel check-in and check-out times together with compensation for being kept waiting should be standardised and no longer be subject to unfair accusations or unnecessary debates.
The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.
