Imperial Heritage Hotel — Hotel in Malacca

I have mixed feelings about this hotel and I felt anxious after booking for my stay because I read so many complaints here on Google!

I'll do my best to mention both the good and the bad things so that people will manage their expectations when it comes to this hotel.

THE GOOD: 🙂 I booked the family suite, and it was a spacious, two-bedroom suite. It came with a kitchenette which included a water heater, stove (which we didn’t use) and a fridge. They don't provide dishwashing soap, though, so if you want to clean the cups, just pour hot water on them. 🙂 We arrived around noon and had nowhere to go before the 3pm check-in time. I tried my luck and asked the receptionist if we could check in early. She reminded me that the check-in time was 3PM, and I just told her -- "I am trying to see I am lucky enough to get a room." She smiled and allowed us to check-in earlier 🙂🙂🙂. So yey! 🙂 - Amazing location. 👏 This hotel is strategically located within walking distance to malls, Jonker Street, and the touristy places. I didn’t have to take the taxi at all. You just need a strong pair of legs and feet and a comfortable pair of sneakers to explore the area. 🙂 Bed is clean and comfortable. 🙂 All aircon units are working.

THE BAD ☹️ Worn down floors, curtains. If you come here for a romantic getaway and you want to impress your partner--- erhm, I don't think your partner will be wowed by the ambiance as the decors are dated. 😨 There is a gaping hole at the ceiling of the bathroom. It also leaks continuously. Why the hotel never bothered to fix this escapes logic. It seems they don't care at all. 😱 The glass table is wobbly!! Oh my goodness. You have to be careful with this one, especially if you have young kids with you. 🥴 They only provide a generic "hair snd body shampoo". Best to bring your own toiletries if you're fussy with your personal care. 🤨 - Sad breakfast choices from the buffet service on Day 1 of our stay. This is the first breakfast buffet that does not serve eggs!!! WHY!!!Eggs are cheap and easy to prepare. Why didn't the buffet come with eggs? The buffet consisted of fried rice, kway teow, hash browns, bland sausages, sour baked beans, and lifeless porridge. The kway teow was okay, though. I also liked the brewed coffee. On Day 2, the egg service thankfully appeared. I asked the staff where they were the day before, and they didn't give any explanation 😒 🤷🏻‍♀️ 😮‍💨 They charged me another S$24 for tourism taxes when I checked in. I thought everything was already included when I booked via Agoda. 😵‍💫 The safe was not working. There were not enough hangers for a room meant for four people. 😳 The corridor leading to the room is an open area. This could give issues if it's raining. 😤 Only one room key is provided. So inconvenient. 💩 Security isn't good. The lift allows unrestricted access to any...

Summary: Amazing location, plenty of food option, great crew service, but some area for improvement that can easily fix. As such, I can't give it 5 star yet. I stayed 5 nights and then extended for another 2 nights in Executive room.

GOOD: Walking distance to many amenities, from shopping, food, groceries, to laundromat. Literally a stone throw away from some main Melaka attraction. Room from 10th floor: working toilet vents, very nice bed, amazing towel, windows allowing natural sunlight, nice view from room, appreciate the ironing board and iron. Free carpark. Two working A/Cs. Amazing service crew, prompt and extend themselves to help. They are smiling and friendly throughout. If anything they are the superstar for this hotel.

SO-SO: Room wise: spacious but useless. 1 tiny sofa in an odd place. 1 standard chair with good brand hair dryer hidden in the drawer, a label would be nice. Took us ages to find it. Call it executive but I could not find a place to hang my suit aside from inside the wardrobe. As the matter in fact, this is one of the few hotels that seems to hate wall hangers, I see none. Wish I could hang those used towel, suit, and stuffs. Those useless empty walls, could use some wall hangers. The safety box screen not working rendering it semi-usless. Power plug hanging low beside the bed, hard to reach. Narrow washroom but otherwise functional, could use some more hangers though. The lighting above the toilet sink not working.

BAD: No proper mirror aside from the toilet mirror. Remember, executive room, important to have big mirror. They removed the table lamps and plant along the wall paintings making the place oddly empty and cold. WIFI is below my expectations. Very unstable and slow. It was largely unusable and we had to complain. After which it gets better a bit but still slow. Not possible for online conferencing thus to use this as business is bad idea.

In short, this hotel got the making of a great place for business and vacation like me but lacking in areas that just frustrate me. Especially when you name it Executive room. I would like some usable place to hang my suit. A simply shoe polish kit would be nice. Easier access to power point beside the bed. Fix the safety box. Good and stable Internet. Get this fixed, and this hotel would be 6...

All staff on duty really need to work on the situation. I checked in on 13th June at about 5pm then checked out early in the morning on 14th June. I did only realized that my house key left in safety box and the safety box not even lock. I admit that is my mistake and carelessness. But the situation would not become worse and worse. Only realized once arrived at in front of our house in Batang Kali. Did call so many many many times for urgent update of my house key located as i remember in the safety box. But staff on duty even the manager taking really sweet time and only work at their convenient. Me and my wife really in urgency and demand for update as we lives really far from the IMPERIAL HERITAGE HOTEL MELAKA. Staff did told us the house key is nowhere to be found. Simply told us so! This can be avoided and solved from the very beginning if staff being responsible to make sure customer check in the correct room. So many things to be questioned of the staff credibility/integrity/responsibility. Why did they not even get back to us as soon as possible regarding the lost and found item is reported? We might still be around Melaka to return to the hotel for the house key. What & When & How is all the staff expectation for the lost and found item to be kept forever without being claim that the ‘not so important thing’ is belong to customer? Why did they even allowed other guest checked in without make sure nothing left of previous customer? The ‘things’ is not important to the staff but it is OUR HOUSE KEY!!! TIME IS REALLY MATTER as we need to drive back to Melaka from Batang Kali and I will be working on the next day!!! What do think when you are in our situation? Spread our legs waiting in the car in front of our house waiting for update of the key searching? I really super mad once being told at first that they found nothing!!! This silliness situation must be able to be avoided if only if staff responsible to update which is which correct room did customer checked in!!! How many VEGNES KUMAR did check in to your hotel on 13th June that you cant even do the search...