THE Malaysian Association of Hotels (MAH) has rejected the proposal of asking hospitality properties to adopt a 23-hour in-house stay policy to allegedly improve the country's tourism status.
The proposal was again revived by Minister of Tourism, Arts and Culture Datuk Seri Tiong King Sing, who has been critical of how the hotels manage service quality, as well as being sensitive to the needs of guests, especially over check-in and check-out schedules.
There have been complaints that hoteliers have pressured their guests to check in late and check out earlier than their Innkeepers Charter.
But now, while MAH acknowledges the positive intent behind the proposal and appreciates the efforts of the Ministry to improve satisfaction of the hospitality sector, the association must stress that this suggestion is operationally impractical and would create a range of challenges for both hotel operators and guests alike.
The standard check-in time for hotels worldwide is typically between 2:00 pm and 3:00 pm, with check-out times set between 11:00 am and 12:00 pm.
These hours are essential to allow sufficient time for hotels to maintain high standards of cleanliness, safety, and room quality, especially with the increased focus on hygiene post-pandemic, said MAH president Datin Christina Toh in a statement.
Expecting hotels to turn over rooms within an hour or two, particularly during peak seasons or with high occupancy rates, would severely compromise these standards.
Attempting to implement such a burdensome policy in Malaysia would not only lead to compromised cleanliness and quality control but would also push hotels to take operational shortcuts, which could harm the guest experience that we are committed to maintaining and have cultivated so far, she added.
“Internationally, the 23-hour stay is not a common practice in the hospitality industry. While flexibility is sometimes offered during promotional campaigns, it is far from a standard practice. Hotels must have adequate time to ensure rooms are thoroughly cleaned, sanitised, and prepared for the next guest."
Toh also pointed out that the suggestion of 23-hour stays comes at a time when the hospitality sector is grappling with severe manpower shortages, particularly in housekeeping and maintenance departments.
"While we appreciate the Ministry’s offer to assist with addressing these shortages by facilitating discussions with the Home Ministry and Human Resource Ministry, MAH emphasises that enacting a 23-hour stay standard nationwide requires more than assurances. It is critical that manpower shortages be fully resolved before implementing any new policies that could exacerbate operational difficulties."
Additionally, implementing this policy would inevitably lead to higher operational costs, which would likely translate to an increase in room rates, she added.
MAH also wish to once again assert that the hotel industry in Malaysia always prioritises guest satisfaction above all else, said Toh.
"Ensuring our guests’ positive experiences drives repeat business and is the main key to our operations. It is untrue to suggest that hotels set early check-out or late check-in times purely for profit. In fact, hotels in Malaysia are known for their flexibility, often accommodating early check-ins and late check-outs at no additional cost when occupancy allows."
"In closing, before imposing a 23-hour stay standard, we strongly urge the government to first address the manpower shortages that continue to burden the industry. Additionally, we call for action on other critical issues such as the regulation of short-term rentals and utility costs, which the industry has consistently raised in various meetings and town halls," she added. - February 28, 2026.
