Heeren By The River Hotel — Hotel in Malacca

[Edit : Response to Hotel's Reply]

Yes, it's a 50/50 error between the hotel or AGODA.

Hence why my review was about customer centricity AT YOUR HOTEL.

If you have a better (and reliable) representative available onsite - sharing the same explanation in person, we wouldn't be this upset.

We could have YOU to speak to Agoda instead and get it cleared.

Maybe a standard '.. we are truly sorry and we will improve / ensure this incovenience will not relapse' will do for a decent damage control.

My recommendation is to have a more eligible, well-trained personnel at the reception. We have empathy too, we understand things can get tricky sometimes and with some humbleness and genuinity, we can accept proper explanation as a closure.

Please extend my apologies to the KID as well, he has done a good job trying to get some clues to calm us down. I will also write to Agoda for equal feedback. Thanks ~

Booked two (2) rooms for two (2) married couples via Agoda, payment went through and booking was confirmed.

Prior to arriving, received email saying our rooms are not available and they are replacing with one (1) family room.

The heck we are sleeping together?

Once arrived at the hotel (bear in mind it was a super sunny day!), they mentioned that Agoda took our booking in despite they have closed their reservation on the system.

Doesn't sound convincing. Wouldn't they have proper system deals i.e. quota of the day with any third-party apps?

Our best guess was hotel accepted walk-in despite offered their quota to Agoda.

Worst part? We were dealing with a school kid (literally KID, but claimed to be in high school) at the reception.

No proper communication, was on the phone with someone (senior colleague maybe?) all the time and we were left hanging (clueless and grumpy) at the counter. It doesn't seems fair to express our frustration to a school kid ..

We deserve a proper explanation, better alternatives and a mature negotiation.

Thankfully Agoda was helpful and we got relocated at a better accommodation.

This review is for terrible customer service, such a good example for lacking of...

Check in was smooth with friendly staff at the front of house. Lift was not available and i stayed on level 3 so we had to climb the steps which may be difficult for the elderly or guests with children or heavy luggage. ||||Room and toilet were spacious and clean. The mosaic lamps were a nice touch to the room. ||||The room door had no peephole so you are unable to see who is knocking at your door. Hotel needs to look into this as a safety precaution. Parking is available but limited to perhaps 3 cars maximum. ||||Toothbrush, toothpaste and bedrooms slippers are not available so bring your own if you plan to stay here. Instant Coffee/Tea & 2 bottles of water are provided daily. ||||The hotel's amenities really need urgent upgrading. The toilet taps were not working well and the water flow was inconsistent.Towels were provided but they did look very worn out. The toilet accessories like holders, mirror, water, shower head etc were all rusty. The basin was rather small so the floor got wet each time i washed my face.||||There was a bath tub in my room, however when i washed the tub before taking my shower it started to flood very badly as all the water that was supposed to go down the drainage leaked into the entire bathroom floor. The staff came and fixed it for that night. The next day the same problem occurred. ||||||For rooms with windows that faced the road, it can be quite noisy for light sleepers.||||The bright side of the stay was the excellent location. It is really just a few steps away from Jonker Street and opposite the hotel is the police station. Food, shopping and massage were readily available. H&M was just diagonally opposite. ||||The rating would have fallen way below average if not for the location and price that we paid for. If the hotel can look into upgrading the amenities, it will make the stay...

Located right in the middle of the touristy area, it's a very clean, newly-refurbished hotel. No car park, you have to take your chances with a public car park a few minutes walk away (which could be full on weekends). Melaka gets congested during weekends as tourists from KL and Singapore flock in. Good luck if you're driving in, your only hope of reaching the hotel is if you're using Waze...there are numerous back-street turns you need to take as some roads are closed around the area on weekends.||||The hotel itself is very clean. Staff are young and pleasant but just follow procedures with little flexibility in decision-making. You get the impression they know they're going to be full every weekend so why bother trying any harder.||||No lifts. And someone decided the less steps on the stairs the better, so each step is a few inches higher than comfortable. You're not going to make it up or down if you have bad knees or a bad hip.||||I got a great big room facing the street. Beautiful room but the street (facing Sid's Pub across ) is very noisy, you can hear every car and motorcycle and the horrendous trishaws blasting loud pop music even at 2am, and in the afternoons you can hear the loud chatter from the pub's sidewalk-sitting customers and also noise from various off-key singers at a nearby evening park. Perhaps a room towards the back might be quieter, which would increase the quality of rest/sleep tremendously.||||Bathroom is raised above room floor level, with a big step. Seems risky when wet. One slip and your...