Check-in and check-out times clearly stated, say hoteliers

KUALA LUMPUR: Despite netizens claiming that hotels have adjusted their check-in and check-out times, resulting in shorter stays, hoteliers say the timings are always set in black and white when customers make their booking.

Malaysian Association of Hotels president Datin Christina Toh said it is important for guests to take notice of the check-in and check-out times given by the hotels before making a booking.

“It’s a very subjective matter. The check-in time is set to ensure the room is well prepared for the next guest,” she said.

“At the end of the day, it’s about an agreement between both parties. If the customer is satisfied with the terms and conditions, they can proceed with the booking.

“The customer can also source for alternatives that can fulfil their needs and requirements,” she added.

She also said check-in times generally varied between 2pm and 3pm, while check-out times were 11am to 12pm the following day.

For those requesting a later checkout, Toh said it is best to inform the hotel in advance to find out whether this is possible.

“At the same time, this is also subject to room availability. Hotels always have the common courtesy to accommodate the customer if possible,” she added.

In situations where the check-in times are later than what was agreed when the booking was made, Toh said this warranted the customer being able to question the matter.

This comes after netizens claimed certain hotels had adjusted their check-in time to 4pm and check-out time to 11am the following day.

They also claimed that extra charges were imposed for check-outs beyond 11am, saying this was unfair given the short lodging times.

To this, Malaysia Budget and Business Hotel Association president Dr Sri Ganesh Michiel said check-in and check-out periods are subjective and depend on factors like room availability, location and whether it is during the peak season.

He added that cleanliness too is an aspect always prioritised by hoteliers when it comes to preparing rooms.

“Hotels want to carry out a thorough cleaning to maintain hygiene standards and ensure that the next customer is comfortable and satisfied with the room,” said Sri Ganesh, who is also the Malaysian Tourism Federation secretary-general.

Concurring with Toh, Sri Ganesh said hotels do their best to accommodate customers when it comes to check-in and check-out times.

“It all depends on the hotel’s discretion.

“Sometimes the room may be ready as early as 10am and guests can be allowed to check- in earlier.

“They may also be allowed to extend their stay for a certain period before charges are imposed for the late check-out.

“The additional charges imposed also contribute towards the hotels’ operations cost,” he added.