Tahsin O., Sep 04, 2026

We stayed at Swissôtel Al Maqam during our Umrah journey, and while the hotel's location is excellent, our experience with customer care during a family emergency was deeply disappointing. Our reservation was originally until 28 August, and we had every intention of completing our stay. Unfortunately, during our visit we received the heartbreaking news that my wife's sister-in-law had passed away in Türkiye. We had no choice but to change our return flights from 28 August to 27 August in order to attend the funeral and support our family. Our booking was made through HalalBooking. After contacting them, they informed us that they could arrange a refund for the unused final night if the hotel approved our early departure. We explained the situation in detail and, as requested, submitted the official death certificate. Despite receiving the official documentation and understanding that this was the death of a close family member, the hotel still refused to approve our early check-out for the unused night. This is not about the value of one night's accommodation. It is about compassion, understanding, and humanity. We were in Makkah for Umrah and would have much preferred to complete our stay under normal circumstances. Leaving early because of a family bereavement was not a choice—it was an obligation. What saddened us most was not the financial loss, but the lack of empathy shown during one of the most difficult moments for our family. We had hoped that a hotel serving guests in the holiest city of Islam would respond with greater mercy and understanding in such exceptional circumstances. We leave this matter to Allah and to the conscience of those who read our experience. We sincerely hope the hotel will show more compassion to other families facing similar tragedies in the future.

Samina K., Sep 04, 2026

3 star hotel and cost for 5 star , food verity of dishes but NOT prepare accordingly healthy and hygiene process we paid for our breakfast in advance but only try 2 times we skip the rest not prefer to eat

Nazima A., Sep 04, 2026

It was for our family’s DIY umrah trip. The hotel has its own lifts thus there’s no crowding compared to other side of the clock tower. Breakfast spread was huge with variety of food

Tamer G., Sep 04, 2026

It was clear and transparent

Mohiddin K., Sep 04, 2026

Amazing experience will definitely visit again