I really enjoyed my stay at Hatten Hotel Melaka. The rooms, bathrooms, and public areas were clean, leading me to extend my stay for 2–3 additional days. The location is excellent, close to shopping centers and right near Mahkota Medical Center.
However, I hope the management can take this as constructive feedback regarding our interaction with the front desk. The staff member who helped us (if I remember correctly, Ms. Zahira) did offer solutions to our questions, but her approach felt quite cold and unwelcoming. She did not smile and responded in a very sharp, brief tone, which gave the impression that she was annoyed by our questions—even though we were simply trying to understand despite the language barrier. A little more warmth and patience from front-line staff would make a huge difference in guest experience.
Additionally, when I made a wrong-date booking error, the hotel was unfortunately not very accommodating in providing a simple clearance note for the agent's refund process—despite our stay involving two rooms over several days.
I hope the management can look into further customer service training for the front-line team, as the hotel itself has so much potential. Thank you for the comfortable stay, and I hope to see even better service in the future!
