ViiA Residences by Five Senses

Disappointing Customer Service Despite High-Quality Facilities I recently stayed at Viia Residence, managed by Five Senses. While the physical facilities of the serviced apartment were of high quality, the customer service was severely lacking. My experience started on 6 March at 10:10 AM, when I arrived for check-in. Shockingly, the staff could not locate my reservation despite my providing a direct email confirmation from the hotel. After 45 minutes of waiting, they could still not resolve the issue. Even after calling their reservation team, no solution was offered. To make matters worse, I could not store my luggage at the property, forcing me to carry it to my business meetings. I requested the hotel contact me once they resolved the issue, but after 7 hours, I did not receive any update. Upon returning at 8 PM, I was again told there was no booking under my name. Another staff member managed to locate my reservation only after insisting further, finally allowing me to check-in. Following this frustrating experience, I sent two emails to the hotel's corporate email address (listed on their website and front desk name card), hoping for a response. To my disappointment, I never received a reply. I expected better training and professionalism from the staff for a high-end property. Unfortunately, my experience was far from what I would expect at this price point. While the facilities are well-maintained, the lack of customer service and communication has resulted in one of my worst hospitality experiences. I hope management takes this feedback seriously and improves their service standards. Would I stay here again? Not unless significant improvements are made to their customer service.

Great location and value for the money and the rooftop infinity pool was a great way to cool down.

The place is great, connected via sky bridge to Mid Valley. Room clean and comfortable. Highly recommended.