Santa Grand Classic Kuala Lumpur, Chinatown

Absolutely enchanting stay at this reputable hotel, located in the city, next to Central Market. The service provided by the staff members is remarkably professional. Rooms are cozy, well-designed, and well-decorated.

Overall stay was okay. Just the environment quite crowded. Located behind central market. There is a problem with the parking. But overall okay.

Booked 2 separate studio suite rooms for this quick getaway for my friend and I. Starting with the positives, the location was good, the rooms were as pictured and clean, not to mention a rooftop pool. However, there was no hot water for the duration of the trip. When brought up to the concierge they told us it was a matter of old pipes and required for the water to run for 10 mins before any hot water would come out but it did not for the duration of the trip. Furthermore, the rooms were booked with the intention of using the bathtubs. However, the water that came out (as pictured) came out yellowed. When we raised this to the concierge as well and was told it is again a matter of both old pipes and under utilisation hence you’d need to run the water for awhile before it becomes clear. This did not remedy the situation at all despite a few attempts. We had feedbacked this to a manager at the end of our trip as well, and received a contradictory explanation, that the water source for the tubs was dirtied by some external source and hence we had this experience. This was an unsatisfactory response and concerning and it feels dishonest to change the story. That said, maintenance should be a basic function of a hotel and should not be compromised, nor should the problems be passed over to the guests to resolve with bandaid solutions. I have attached our correspondence with the hotel (dating back to 21 April 2025) and have not heard back from them since then (10 May 2025). I am deeply disappointed with the management of this, and I hope this review will enable future guests to be more discerning.