"I made a reservation through Expedia, but when I went to the hotel before check-in to leave my luggage, I was told that there was no reservation under my name.
I had certainly completed the booking and had the receipt, yet they insisted there was no reservation at all. Even though the reservation was under my name, they wasted a lot of time speculating it might be under my husband’s or children’s names, which was impossible. In the end, they told me to contact customer service myself.
I repeatedly asked them to search by my name or reservation number, but they refused, and I was kept waiting for over 90 minutes. They would not take my luggage either, which significantly disrupted our sightseeing plans.
It was my husband’s birthday that day, yet this terrible handling turned it into a terrible memory. In the end, it turned out that the reservation existed and we could stay, but there was not even a single word of apology for keeping us waiting.
My children had been looking forward to the pool, but because our sightseeing schedule was pushed back by the delay, we couldn’t spend much time there. This was also extremely disappointing.
Malacca is a wonderful place and I would love to visit again, but I don’t think I will ever return to this hotel."
