LETTER | Reference is made to a letter by Dr Anjhula Mya Singh Bais published on July 21, 2021. 

First and foremost, we regret to note and are gravely concerned about the shortcomings that Anjhula had mentioned that she had encountered during her stay at the Impiana KLCC Hotel.

Having pride itself as a preferred hotel to both our ever-discerning business and leisure travellers prior to embarking ourselves as a quarantine station (QS) since April 2020, we have relentlessly worked to uphold the needs of our quarantine guests as we painstakingly uphold the Covid-19 compliant practices and that SOPs are in place.

To date, the hotel has accommodated more than 15,000 Person Under Surveillance (PUS) guests with a considerable number of guests returning to quarantine with us as well.

We would like to emphasise that all our SOPs are provided and constantly supervised by the Health Ministry (MOH) at all times.

To that accord, the hotel had undergone multiple audits by MOH for all aspects of our operations and the hotel has passed each audit as required.

The very same operational procedures are in strict adherence to all the guidelines imposed by MOH as the hotel collaborates with the respective government agencies (MOH, Civil Defence, Royal Malaysian Police, Rela) stationed at the hotel to ensure the safety and security of both the guests and staff.

The 22 frontliners (of which five to seven are comprised of MOH’s medical team lead by two doctors) are stationed at the hotel at all times working their respective shifts round the clock each day. 

Along with the support from the hotel staff, these frontliners place themselves at risk daily as they work tirelessly to ensure the guests quarantined at the hotel are least inconvenienced, receive some level of comfort and basic sustenance.

During this challenging time, we are aware that there may be some element of human error but it is not for lack of trying. 

These frontliners bravely make their stand to step in each time to assist and accommodate the guests - for if not for them then who?

Moving forward, the management will continue to cooperate and take directives from MOH to adhere to strict compliance but at the same time ensure diligence and attentiveness in handling our guests as always.

The writer is the general manager of Impiana KLCC Hotel.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.