One of the worst bookings I've made on Hotels.com.
On the confirmation received it says counter is open from 10am to 9pm. There is NO COUNTER for this property. Check in is at 3pm which is normal for most properties, but there is NO ONE available on hand to let you know. Just a security guard at a kiosk, asking me to call my agent which I've booked with. The phone number listed on this property is wrong as well, it re-directs to Germany.
The entire lobby of this property smells like rubbish, and it doesn't go away.
After that whole check-in fiasco, the check-out was equally bad. I told the check-in staff that I was leaving at 10-ish in the morning (knowing there isn't a counter for this property at the lobby). I texted them in advance for checkout, no response. I headed down, no one there of course. I ended up waiting for 30 minutes for one of their staff to wake up, take a shower, then come down and looked at me with a grumpy face. No "I'm sorry" at all.
I would definitely never ever stay at any "Five Senses" Malaysia property ever again, neither should anyone as there are so many competitive and better places out there.