SHAH ALAM, April 17 — The state government has proposed that accommodation operators adopt automation and more flexible check-in arrangements to ease operational pressures and protect guests’ interests, amid complaints over shortened stays.
State executive councillor for local government and tourism Dato' Ng Suee Lim acknowledged that some operators have extended the gap between guest check-out and the next check-in to cope with demands.
“Some operators set a longer period between check-out and check-in to meet current operational needs,” he told Media Selangor.
Apart from using automation and offering conditional early check-in or late check-out options, several other measures could be considered, including improvements in workforce training and staffing.
“Clear communication with customers is also important to reduce misunderstandings. The state government is committed to ensuring the tourism and hospitality sector continues to be competitive, high-quality and tourist-friendly,” Ng said.
He added that balancing operational needs with customer satisfaction is important to ensure a positive travel experience while strengthening Selangor’s reputation as a preferred destination ahead of key tourism campaigns, namely Visit Malaysia 2026 and Visit Selangor Year 2026.
The councillor was responding to a recent viral post on Threads about an accommodation that only allows check-in from 4pm and check-out by 11am, although it did not mention any names.
Several users also commented that they have faced similar experiences in hotels and homestays nationwide.
Ng noted that the main contributing factors are labour shortages, the need for more thorough room cleaning and preparation, and rising occupancy rates that put pressure on daily hotel operations.
He acknowledged that while such timing policies may affect guests, particularly in terms of travel planning and flexibility, the move is also intended to ensure that standards of cleanliness, comfort, and room quality are maintained.
“Operational challenges indeed play a major role. Constraints in housekeeping manpower, the time needed to prepare rooms, and the need to comply with good hygiene standards mean operators require more sufficient time before receiving the next guest,” Ng said.
Meanwhile, Malaysian Budget and Business Hotel Association (MyBHA) president Sri Ganesh Michiel said many of the “late check-in, early check-out” cases involve short-term rental units such as homestays and Airbnb properties, which are not subject to the strict conditions imposed on hotels.
As such, he urged for clearer regulation of accommodation providers to address the issue.
"Licensed hotels operate under strict requirements, including the need for business licences from local councils as well as safety and operational compliance.
“The industry has been pushing for proper regulation (for short-term lodgings) for years so that all accommodation providers operate on a level playing field,” Ganesh said.
