Hotels face ratings downgrade if ‘sub-par’ toilets not addressed: tourism minister

KUALA LUMPUR – Star ratings for tourist accommodations may be downgraded if they fail to improve the cleanliness of their toilets, Tourism, Arts and Culture Minister Datuk Seri Tiong King Sing said.

This comes on the back of complaints to the ministry about “sub-par and dirty” toilets in tourist spots, including in hotels, Tiong said in a statement today.

“Overall, environments in hotels are not satisfactory. Toilets in certain locations are insufficient and badly needed cleaning. All of these factors add to the tourists’ negative experiences and (are) bad reviews to other potential tourists.

“If they fail to meet the minimum rating standards, they will be subject to downgrades of their ratings. These include homestays or hotels that are not registered under the ministry,” the minister said.

Complaints have been received since key global tourist markets like China reopened their borders and allowed their citizens to resume outbound travel, he noted.

“Malaysia is getting more attention from returning travellers. But sadly, we are still receiving many complaints and feedback from tourists on the state of their hotel and holiday experiences.”

He said the gripes are almost universally similar – that guests spend a lot of money on a hotel rated with many stars but receive a poor stay experience.

“The advertised pictures do not reflect reality; (there are) smelly old carpets, stained toilets, poor sanitation. Malaysia’s positive world image is being eroded by these sub-par standards.

“Even famous destinations in Sabah, such as Semporna and Tawau, have received their share of complaints about the lack of toilet facilities and poor cleanliness,” he said.

Tiong said while it is understandable that the Malaysian tourism industry had been strained by the Covid-19 pandemic, the industry is making a comeback and must plan on welcoming tourists again.

He said while the ministry will do its part, local governments and the tourism industry must also work together to keep tabs on the quality of such businesses and act swiftly on complaints.

“The quality of experience related to hotel stays and washrooms is vital to tourists’ perception of our country.

“All parties must self-reflect and improve the quality of their products and services,” he said. – The Vibes, May 21, 2023