Loyalty Program
Points Terms & Conditions
1. Membership
1.1 Agreement to Terms
By registering for the Five Senses Membership Program (“Program”), you confirm that you have read, understood, and accepted these Terms and Conditions. Participation is subject to the most current version of these Terms and Conditions, as may be amended from time to time.
1.2 Membership Registration
Membership registration is complimentary. Each individual is allowed one (1) membership account only. The company reserves the right to merge, suspend, or terminate any duplicate accounts.
1.3 Tier Qualification Basis (Room Nights)
1.3.1 Membership tier status is determined by the total number of eligible Room Nights (“RNs”) accumulated by the Member.
1.3.2 One (1) RN means one (1) room booked and completed for one (1) night. Only fully completed and paid stays will be counted toward tier qualification.
1.3.3 Future bookings, Cancelled bookings, and unpaid stays shall not be counted toward tier qualification.
1.4 Membership Tiers
The available membership tiers are: Classic, Premium, Luxe and Prestige.
- Classic : 0–20 RNs
- Premium : 21–50 RNs
- Luxe : 51–80 RNs
- Prestige : 81 RNs and above
1.5 Inactivity and Tier Adjustment
1.5.1 A Member will be considered in-active if there are no completed eligible stays recorded in the Member’s account for a continuous period of six (6) months, calculated from the Member’s most recent checkout date.
1.5.2 Future bookings, pending bookings, or cancelled bookings are not counted as completed stays.
1.5.3 A member inactive stay for six (6) consecutive months, the Company reserves the right, at its sole discretion, to deduct ten (10) Room Nights (“RNs”) from the Member’s RN balance for tier calculation purposes. The Member’s tier will be adjusted accordingly based on the tier RN criteria. The Company’s determination shall be final.
1.5.4 A member remains in-active stay for a further continuous period of six (6) months (i.e., twelve (12) months of inactivity), a further deduction of ten (10) RNs from the Member’s RN balance for tier calculation purposes.
1.5.5 The RN balance will not fall below zero (0), whereas the tier will remain as a Classic Member.
1.5.6 The Company reserves the right to make adjustments following account audits, system updates, or correction of errors. In the event of any dispute, the Company’s determination shall be final.
1.6 Campaigns and Promotions
Members may participate in campaigns and receive additional rewards or privileges, subject to the applicable campaign Terms and Conditions, availability, and limitations.
1.7 Non-transferability
Membership, tier status, and associated benefits are strictly non-transferable and exchange. Any attempt to transfer, sell, or otherwise misuse membership may result in immediate suspension or termination of the membership account.
1.8 Suspension and Termination
The company reserves the right, at its sole discretion, to suspend or terminate any Member found to be in breach of these Terms and Conditions, including but not limited to fraudulent activity or conduct deemed detrimental to the Program or the company.
1.9 Program Modifications
The company reserves the right to modify the Program, including but not limited to the tier structure, benefits, Term and Conditions, and qualification requirements at any time without prior notice. Your continued participation in the Five Senses Membership Program following the changes to these Terms and Conditions will indicate your acceptance of the changes.
1.10 Services and Benefits
Certain services and benefits are offered solely at the discretion of Five Senses and participating partners buildings. Availability and scope of services may vary between participating locations. Members could check with the participating partners building for more information about the included services and benefits.
1.11 Privacy Policy
By enrolling in this membership program, you hereby consent to the collection, use and processing of your personal information in order to administer the Five Senses Membership Program, in accordance with the Company’s Privacy Policy.
1.12 Termination
Membership may be terminated by the Member at any time by deleting or closing the membership account. Termination, whether voluntary or otherwise, shall result in the loss of all accumulated Room Nights and cancellation of all benefits and privileges.
2. Redemption Points
2.1 Point Eligible
2.1.1 Only registered Members are eligible to earn Points on eligible spending made through the Five Senses booking platform. For eligible purchases or transactions where the option to input a membership ID is provided (including walk-in transactions), Members must enter their valid membership ID at the time of payment. Transactions will not be eligible for Points if a valid membership ID is not provided at the time of the transaction. Requests to credit Points retroactively will not be entertained.
2.1.2 Points are awarded based on the net eligible amount paid by the Member. Unless stated otherwise, Points are not awarded on amounts such as refundable deposits, cancellations, penalties or other non-eligible charges.
For any eligible purchases or transactions, including, but not limited to, walk-in bookings, where the option to input a membership ID is provided, members must enter their valid membership ID at the time of the transaction. Failure to do so will result in the transaction being ineligible for points earning.
2.2 Point Definition and Calculation
2.2.1 Points are calculated based on Malaysia Ringgit (RM) only.
2.2.2 Points are awarded at ten (10) Points for every RM1 of eligible spend.
2.2.3 A minimum eligible spend of RM1 is required to earn Points. Any decimals and amounts below RM1 are rounded down and will not earn points.
2.2.4 The number of Points earned or awarded shall be at such rate or value as may be determined by Five Senses at their sole discretion. Five Senses may at any time and from time to time change or revise the basis of Points which could be earned or awarded without giving any notice.
2.3 Point Crediting
2.3.1 Points for eligible transactions will be credited to the Member’s account within 24 hours after a successful transaction is confirmed. In some cases, crediting may take up to 7-14 working days for system processing or verification.
2.3.2 The Company reserves the right to correct any errors in Points crediting, deduction, or redemption, including where Points have been incorrectly awarded or deducted.
2.3.3 Members who believe their point statement is inaccurate must make adjustments not more than 2 days after the last day of the event to which the claimed points relate with evidence provided.
2.4 Point Redemption
2.4.1 Points may be redeemed only for items displayed in the redemption catalogue on the Five Senses’s platform. Redemption is subject to availability and may be limited by quantity, time, or location restrictions.
2.4.2 Rewards available for redemption can be physical or virtual (e.g., vouchers, codes, e-gifts). Upon redemption, Members acknowledge and agree to comply with any additional terms and conditions applicable to the redeemed reward, including any third-party terms, where applicable.
2.4.3 Rewards are available while stocks last and may be substituted with items of similar value at the Company’s discretion. The Company reserves the right to modify, replace, or withdraw catalogue items, redemption values, and redemption rules at any time without prior notice.
2.4.4 No amendment or cancellation is allowed once the rewards have been selected or redeemed.
2.5 Point Validation
2.5.1 Points earned are valid for six (6) months from the date credited to the Member’s account. Expired Points will be automatically forfeited and cannot be reinstated.
2.5.2 Where applicable, Points will be redeemed on a first-earned, first-used basis.
2.6 Non-Cash and Non-Transferable
Points have no cash value and are non-exchangeable, non-convertible to cash, and may not be gifted, sold, assigned, or transferred. Forfeited or expired Points cannot be reinstated.
2.7 Fraudulent or Abusive Activity
The Company reserves the right to adjust, cancel, suspend, or terminate the points where fraudulent, erroneous, abusive, or dishonest point-related activities are suspected or identified.
2.8 Cancellations
Points redeemed cannot be cancelled, exchanged, returned, or refunded. Any disputes relating to redeemed products or services must be addressed directly with the company, and are subject to terms and conditions.
2.9 No Warranties
The Company makes no warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement, in relation to redeemed items or services.
2.10 Termination
Members can redeem remaining points before deleting or closing the Account. The remaining points will be forfeited immediately and will not be reinstated, transferred, or refunded after delete or close the account. The Company reserves the right to suspend or terminate any account for breach of these Terms and Conditions or at its sole discretion. No claims, compensation or reinstatement will be entertained in such cases.
3. General
3.1 Binding Agreement
By participating in this Program, members agree to be bound by these Terms and Conditions, including amendments.
3.2 Dispute Resolution
Decisions by Company regarding disputes are final and binding. Members waive claims for indirect, consequential, or economic losses arising from participation in the Program.
3.3 Program Amendments
Company may amend, suspend, or terminate the Program or its features, benefits, or privileges at any time without prior notice.
3.4 Changes to Terms
These Terms and Conditions may be amended without prior notice. Continued participation after the notice period constitutes acceptance.
3.5 Notices
Notices under these Terms and Conditions will be posted on the Five Senses’s website or any other platform introduced.
3.6 Company Rights
Subject to applicable laws, Company reserves the right to:
4. Disclosure of Information to Third-Party Suppliers
4.1 Purpose
Information may be disclosed to third-parties to facilitate reward delivery or service fulfilment.
4.2 Third-Party Responsibility
Once disclosed, members are responsible for liaising directly with third parties regarding their use of the information.
4.3 Company Responsibility
Company disclaims liability for third-parties misuse of disclosed information and ensures compliance with its Privacy Notice for data under its control.