Hotel is nice, clean, comfortable, at great location. Hotel staff are friendly and helpful. The stay has been pleasant except for the lift shutdown that occurs on 19 Jan, due to a water pipe burst in the building next to Doubletree Hilton Melaka.
We were not informed of the lift shutdown till in the morning when we were trying to take the lift from 20th floor down to ground floor. It was after a few call to the customer care hotline were we then informed of the situation and yet it wasn’t very clear of what was going on.
The hotel should have texted us about the situation almost immediately when the lift shut down occur. Communication is important in such situation to avoid confusion and panic. The staff was not very consistent in their reply when we are trying to do our checkout. Some were telling us to go to the receptionist on 12th floor while some was saying we can just go to the concierge on ground floor, thus resulting in confusion. Since our check out, we still do not receive any formal apologies nor compensation for the inconvenience. We hope the hotel can reflect on the feedback provided above.