Terms and Conditions

To ensure a smooth and convenient transfer experience, please read and agree to the following terms and conditions before proceeding booking with the Five Senses Shuttle & Tour Service.

1. Eligibility

✅ Who Can Ride

• Five Senses Shuttle & Tour service is exclusively available to Five Senses guests only, with valid booking confirmation made directly through the Five Senses Booking Engine or via our authorized platforms (OTAs).
• Eligibility will be automatically verified through Five Senses Shuttle & Tour system once the room booking confirmation number is entered during the shuttle booking process.
• Adults aged 18 and above.
• Children aged 3-17 years old, accompanied by a responsible adult.
• Senior guests (aged 60 and above) - light assistance may be provided with prior notice.
• For safety reasons, pregnant guests are not allowed to use the shuttle service.
• Guests with mild mobility concerns - may ride if they can onboard/offboard independently or with minimal help.

❌ Important Notes

• Guests with cancelled, expired, or invalid bookings including no-shows, will not be eligible to use the shuttle service.
• Infants and toddlers under 3 years old are not permitted on the shuttle, as baby seats are not provided and all guests must be seated with a standard seatbelt.
• Pets are not allowed.
• Guests under the influence of drugs or alcohol may be denied boarding for safety reasons.
• Walk-in or unregistered guests without prior booking will not be allowed to board.
• Guests who are medically unfit or require full-time medical assistance are advised to arrange private transportation.

2. Five Senses Shuttle & Tour Service

3. Five Senses Shuttle & Tour Service

• Guests who wish to enjoy the shuttle service are advised to book early to ensure availability.
• Each guest is allowed to bring only one standard-sized luggage item.

4. Shuttle Schedule & Route Policy

• Five Senses Shuttle & Tour does not operate in all buildings that are managed by Five Senses Experiences Suite or cover every KL City Area.
• Five Senses Shuttle & Tour is available to pick up from designated buildings and drop off to KLIA 1 & KLIA 2 or selected KL hotspot areas.
• Five Senses Shuttle & Tour does not provide inter-building transfers.
• The Shuttle & Tour availability, schedules, and routes are subject to change without prior notice or compensation.
• Only active and available KL City Shuttle routes will be displayed based on the selected date.
• The times displayed are estimates and subjects to change based on real-time traffic conditions.

5. No Waiting Policy

• Guests are required to be at the designated pick-up point at least 10 minutes before the scheduled shuttle departure time.
• The shuttle will depart punctually and will not wait for any late guests.
• Guests who miss the shuttle are fully responsible for arranging their own alternative transportation, at their own cost.
• Any missed shuttle due to lateness will be considered a no-show, and no rescheduling, refund, or compensation will be provided.

6. Onboarding & Offboarding Policy

Onboarding Policy

• Guests must present their full name or booking confirmation ID to the driver before boarding the shuttle for identity verification.
• Only confirmed passengers listed in the booking will be allowed to board. Walk-ins or unregistered guests will not be accepted.
• Guests are responsible for managing their own luggage during onboarding.
• All guests must follow the boarding instructions provided by the driver for safety and efficiency.
• Smoking, alcohol consumption, and disruptive behavior are strictly prohibited during the ride.
• Passengers must remain seated throughout the journey and seatbelts must be worn at all times.

Offboarding Policy

• Offboarding is only permitted at the designated drop-off points stated in the confirmed route.
• Guests must ensure all personal belongings and luggage are collected before exiting the shuttle.
• Five Senses Shuttle & Tour is not liable for any items left behind in the vehicle after offboarding.
• Guests are expected to exit the vehicle in an orderly and timely manner to allow smooth continuation of service for other passengers.

7. Driver Policy

• The shuttle drivers are licensed and authorized by Five Senses Shuttle & Tour.
• Drivers are responsible for maintaining the safety and comfort of all passengers throughout the journey.
• Drivers reserve the right to deny boarding or request removal of any passenger who poses a safety risk, behaves abusively, or violates any shuttle policies.
• In cases of excess luggage or overcapacity, the driver may refuse additional items or guests to comply with safety regulations.
• Drivers adhere strictly to fixed routes and are not permitted to make unscheduled stops or detours.
• Passengers must follow all the instructions provided by the driver to ensure a safe and orderly travel experience.
• While Five Senses Shuttle & Tour strive for punctual service, drivers may be delayed, rerouted, rescheduled or canceled without prior notice due to unforeseen circumstances. Guests are kindly advised to allow for reasonable delays in the following situations, including but not limited to:

➢ Severe weather conditions (e.g. heavy rain, floods, or storms)

➢ Road closures, traffic congestion, or accidents

➢ Vehicle breakdown or technical issues

➢ Driver medical and health emergencies or shift handover

➢ Natural disasters or acts of God

➢ Government restrictions, popce roadblocks, or safety inspections

➢ Any other operational, technical, or safety-related issues deemed critical by the company

• In this event, Five Senses will make every reasonable effort to inform affected guests as soon as possible and may offer alternatives where feasible. However, no compensation, refund, or liability shall be provided for any inconvenience, loss, or damage arising from such events.

8. Fees & Charges

• Five Senses reserves the right to introduce or revise fees, surcharges, or booking conditions at any time, with or without prior notice.
• Charges may be imposed in the future, including but not limited to:

➢ Additional special services (e.g. after-hours requests)

➢ Excess luggage, special handling, or non-standard items (e.g. sports equipment)

➢ Guests exceeding the free seat quota per booking

➢ Missed bookings that require special rescheduling (if applicable)

• All future fees, if implemented, will be clearly stated at the time of booking. Guests will be required to acknowledge and accept any applicable charges before confirming their reservation.
• Guests are responsible for any third-party transport costs incurred in the event of missed shuttles or personal preference for alternative arrangements.

9. Disclaimer

• Five Senses Shuttle & Tour is committed to delivering a reliable and comfortable experience; however, we shall not be held responsible for any loss, inconvenience, damage, delay, injury, or additional costs incurred by guests because of using the service.
• Five Senses Shuttle & Tour reserves the right to modify, suspend, or cancel any shuttle service or route without prior notice due to operational needs or safety concerns.
• The service is provided on an “as-is” and “as-available” basis. The company disclaims liability under the following circumstances, including but not limited to:

Service Interruptions & Delays

• Traffic congestion, road closures, or accidents along the route
• Extreme weather conditions such as heavy rain, flooding, or storms
• Mechanical breakdowns or vehicle malfunctions
• Driver emergencies, including health-related incidents or shift delays
• Police checks, public events, or unforeseen roadblocks
• Operational delays due to high demand, rerouting, or peak hour pressure

Guest-Related Situations

• Missed flights, tours, appointments, or events due to shuttle delays or guest lateness
• Failure to board at the designated time and location
• Unbooked or unauthorized guests attempting to board
• Loss or damage of personal belongings left on board (guests are responsible for their own items)

Service Limitations

• No compensation, rescheduling, or refund is provided for no-shows, missed shuttles, or denied boarding due to non-compliance with terms
• Service is limited to designated routes and scheduled times only—no special or custom requests will be entertained
• No baby seats are provided; guests must assess suitability for infants or toddlers before booking
• Service availability may vary by property, route, and capacity

10. Final Provisions

• Five Senses Shuttle & Tour reserves the right to amend, update, or revise these Terms & Conditions at any time without prior notice.
• Guests are encouraged to review the most recent version before each booking or ride.
• These Terms & Conditions are governed by the laws of Malaysia. Any disputes arising shall fall under the jurisdiction of Malaysian courts.
• By booking and using the Five Senses Shuttle & Tour service, guests acknowledge that they have read, understood, and agreed to comply with all Terms & Conditions stated herein.

11. Contact Us

For assistance with shuttle bookings or inquiries, please contact: