Penang: 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 stated that no major complaints about services have been reported at five-star hotels in the state, with records showing strong compliance among operators.
According to BERNAMA News Agency, Datuk Tony Goh emphasized that the five-star hotels in Penang are performing exceptionally well and have not encountered any significant service issues. International-standard hotels in the area take extra care to maintain consistently excellent service quality. While other hotels that are not five-star properties also strive to deliver top-quality service, as it is standard practice to ensure both local and international tourists are satisfied, thereby representing Malaysia's name and reputation positively.
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 recently emphasized that hotels must go beyond star ratings by strengthening service culture, management accountability, and operational standards to meet rising traveller expectations.
Goh added that the association has urged hotel operators to enhance staff training to meet industry standards and traveller expectations in service, cleanliness, and efficiency. He stressed that inspections and monitoring are closely conducted with authorities, including the Ministry of Tourism, Arts and Culture (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 expressed confidence that Penang's hotel industry will continue to grow, with more four- and five-star hotels expected to open this year. Goh noted that Penang currently has 111 hotels, including over 20 five-star properties registered with the Penang Hotel Association, offering more than 7,500 rooms.