I had a quite pleasant eperience during my last trip in Year 2011.
However this recent trip (March), I am disappointed on their services and accomodation.
1) They had put me and my familiy in a room (the block behind the main building) where renovation is still in progress on that level. The noises can be easily heard as the renovation works are just beside my room. I had feedback to the Hotel, but they reply that the renovation works only start from 11am and ends at 4pm everyday. So they expect us not to be in the room during that period of time. In addition to the nosies, the paint odour is too strong for us. My children keep coughing.
I had spoken to the Hotel again, and they manage to change a room for me on the next day.
2) The next day, I had to bear the inconveniences and check out the room to move into another room in the main block. We had to change our outing plan because of this arrangement. We had to move all our stuff to the lobby and wait for more than 35 mins for another room. We had spoken to the lobby staff a few times before they arrange the room for us.
3) The toilet in the 'new' room is wet due to the dripping of water from the shower sprinkle. We had feedback to the Hotel and they will rectify it. I had called to check and they said that the contractor is coming to repair it. However till midnight, no one had called or come to repair it. The drippig sound can be heard from the room. When we ask the lobby stuff, they reply that they cannot find the spare parts and they place a pail to fetch the water. No choice, we have to bear it for 2 nights.
Nevertheless, there is 2 stuff who are friendly and helpful. One of them is the car park attendant who help to park the card into the hotel premise. Another is a chinese guy at the lobby, wearing glasses. He try to help us when we have the problems on the rooms.
Lastly, with the unpleasant experiences, we may not stay in this Hotel in our next visit.
The rooms are with and without windows. The rooms with windows are the bigger room (family type)
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
13 March 2012
Dear KM S,
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Thank you for choosing Fenix Inn as your ideal hotel during your most recent visit to Malacca. We appreciate your valuable feedback on our facilities and services. We sincerely apologize for the inconvenience caused during your 1st night where your room was actually near to our renovation area. The hotel is currently undergoing extensive renovation and refurbishments in certain areas as we are enhancing our rooms and getting ready for the opening our new express hotel very soon! It is with great regret to hear that the 2nd room allocated to you on the 2nd and 3rd nights of your stay had issues with water leak in the shower system. Our team and I truly apologize for the unforeseen circumstances experienced by you and your family. Rest be assured, we are upgrading our facilities and services to provide a more comfy and satisfying guest experience and I personally look forward to welcome you again for a more refreshing change in the near future!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC