PENANG HOTELS COMPLY WITH INDUSTRY BEST PRACTICES, NO MAJOR COMPLAINTS - MAH

GEORGE TOWN, Jan 23 (Bernama) -- Hotels in Penang, particularly five-star establishments, consistently follow industry best practices and conduct regular reviews of their Standard Operating Procedures (SOPs) to ensure the highest quality of service, said the Malaysian Association of Hotels (MAH) Penang Chapter chairman, Datuk Tony Goh.

He said that no major complaints about services have been reported at five-star hotels in the state, with records showing strong compliance among operators.

“So far, five-star hotels in Penang are performing very well and have not faced any major service issues. International-standard hotels here take extra care to ensure their service quality remains consistently excellent.

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“Other hotels (not five-star properties) also aim to deliver top-quality service, as it is standard practice to ensure both local and international tourists are satisfied. These hotels also represent Malaysia’s name and reputation,” he told Bernama.

He was responding to the Ministry of Tourism, Arts and Culture’s call for all Malaysian hotels, especially four- and five-star properties, to consistently follow industry best practices to protect the nation’s reputation as a top tourist destination.

Tourism, Arts and Culture Minister Datuk Seri Tiong King Sing said last Saturday that hotels must go beyond star ratings, strengthening service culture, management accountability, and operational standards to meet rising traveller expectations.

Goh added that the association has urged hotel operators to boost staff training to meet industry standards and traveller expectations in service, cleanliness, and efficiency, stressing that inspections and monitoring are carried out closely with authorities, including MOTAC, especially for five-star hotels.

“This includes service, safety, and hygiene, ensuring all hotels meet the required standards, particularly during Visit Malaysia 2026,” he said.

He is confident Penang’s hotel industry will continue to grow, with more four- and five-star hotels set to open this year.

Goh said Penang currently has 111 hotels, including over 20 five-star properties registered with the Penang Hotel Association, offering more than 7,500 rooms.

-- BERNAMA