OHANA HOUSE HQ — Hotel in Malacca

Overall: love the garden room view

Our original plan was to stay in the quad room which we had to cancelled on booking.com as some of us were a close contact to a covid19 patient. I was still in the free cancellation period so I immediately request for it (I paid full). Less than 5mins i was contacted through whatsapp by Ohana House.

They kindly offered to postpone my stay for two months. I asked if there is any other room available for two for the original intended date of stay since i have cancelled my room. Within 1 min of asking, without my concern they declined my request at booking.com. I didn't say anything until I realised they pulled a trick on me.

I booked the garden room (through whatsapp). Every time i asked about the booking.com status, they kept asking me to come first for them to teach how to get the full refund. Logically, if i cancel my booking i have the right to get a full refund as long as i am within the free cancellation period. It was as if they wanted me to come so they hold the refund request and only return it if i turn up. They tricked me by saying "from our past experience booking.com usually did not return the money although you have asked for a full refund"

Upon check in, the explanation given were They have to respond to booking.com within a specific time frame. -i was not even asked if its okay for them to decline my request as i make new one and they did that within 1 minute of me asking them to check whether or not there was any available room. -the entire conversation was less than half an hour so don't BS me or your other customers with your respond time. They used the money i paid in advance at booking.com as a deposit while still asking for another deposit at the counter. -is this how you want to make sure your guests turn up? What's gonna happen if I just want to cancel n not postponing the booking?

I received the refund 2 days after checking out. Not sure how other people would feel if they were in my shoes. If the customer is meant to be yours then its yours. You don't do dirty trick like that. People work hard to have a little time off and you just want to make sure you have money in your pocket first? Its not fair for the customer. If you want to say its because the new room that we booked was without deposit/partial pay to secure it, you could've easily asked me to go to booking.com and make the booking there. Really shouldn't do what you had done to me.

We liked the room. It has all basic necessities. There were empty toiletries boxes in the umbrella vase & spider webs in the toilet. Pretty thoughtful to have provided a plug-in mosquito repellent & umbrellas. It's located in a nice area and you get to walk to many places too. River cruise, jonker walk, food stalls, all there. All...

I recently had the displeasure of staying at a boutique hotel that left a lot to be desired. Despite expecting a comfortable and enjoyable stay, my experience was marred by poor service, uninformed policies, and an unfriendly staff member named *.One of the first issues I encountered was the lack of room service after 6pm. Upon returning to my room at 11pm, I realized that I needed an iron for my clothes. To my dismay, I discovered that the hotel did not offer room service after 6pm. This was a major inconvenience, especially since I was not informed about this policy upon check-in. It was only when I contacted the hotline service that I became aware of the restricted hours for room service.The person in charge, *, was far from accommodating. When I called the hotline service requesting an iron, his response was unexpectedly harsh. His tone was dismissive and his attitude conveyed a lack of willingness to assist guests in their needs. This left me feeling frustrated and undervalued as a customer.Furthermore, the lack of communication regarding the limited room service hours was disappointing. As a guest, I believe it is the responsibility of the hotel staff to inform guests about any such restrictions. However, I was left to discover this information on my own, which resulted in unnecessary inconvenience.It is essential for a boutique hotel to prioritize customer satisfaction and uphold a high level of service. Unfortunately, this establishment fell short in meeting these expectations. With limited room service hours and an unhelpful and unfriendly staff member, my overall experience was far from pleasant.Despite the hotel's potential for charm and character, the lackluster service, uninformed policies, and the harsh demeanor of ** left a lasting negative impression. I hope that the management will address these issues and take the necessary steps to improve their service, ensuring a more enjoyable experience for future guests.I would not recommend this boutique hotel to others until they demonstrate a commitment to providing better service and a more...

So bad I checked out in the middle of the night. (Non Family Room) I made a lengthy unfavourable review on booking.com and the hotel cancelled my booking. (I stayed, paid and checked out). This is probably so no bad reviews are shown.

Honestly, if there's one advise I can give, don't stay there because: Bathroom across the floor (have to pass by every room to access) bathroom is shared by 5-7 rooms.

Flooring and walls are cheap. Every single footstep made by visitors felt like mini earthquakes. Walls are fibre board, extremely thin. Impossible to sleep!

The TV and sitting area is directly outside my room, with only the paper thin walls separating. (See pics) Visitors can use the TV and converse loudly any time of the day. In my case, a group of local friends decided to watch TV and chat/laugh until 3am (then it was time we left, as sleeping was fruitless).

Room was small with 2 lumpy pillows, 2 large windows and get this, NO curtains. Room was brightly lit throughout the night. No bedsheets were given, just a simple cloth covering that comes undone.

Receptionist is available only from 9am to 7pm. If odd hours, you'll probably encounter some inconvenience.

I checked out around 3am, and just left the keys in my room. At that stage, we were frustrated and annoyed at the low low quality if this hotel. And mind you, there are other cheaper...