Maha H. H., Aug 14, 2026

Dear Swissotel Management, I would like to explain what happened with our reservation and why we were unable to use two of our originally booked nights. Our flight was significantly disrupted and delayed, which was completely outside of our control. Because of the airline disruption, we missed two nights of our stay at the Swissotel. After an extremely long, stressful, and exhausting travel journey, we finally arrived at the hotel expecting to be able to check into the rooms we had originally reserved for our family of eight. Unfortunately, when we arrived, our rooms were not ready. We were given a room that was not large enough to accommodate our family of eight. We immediately explained to the hotel staff that this room could not work for our family and that we needed the rooms we had originally booked. We were repeatedly told that our proper rooms would be ready shortly and were asked to wait. However, after an already extremely stressful travel day, we continued waiting and did not receive the rooms we had originally booked until approximately 10:00 PM. This was very difficult for our family. We had already lost two nights of our stay because of the airline disruption, which was not our fault, and then upon finally arriving at the hotel, we were unable to access the rooms we had reserved for several more hours. We understand that flight disruptions can happen and that some circumstances are outside of the hotel’s control. However, given the combination of losing two nights due to the airline disruption and then experiencing a very late check-in to rooms that were suitable for our family, we hope Swissotel will take our situation into consideration and offer us an appropriate adjustment or compensation. We chose Swissotel expecting a comfortable and smooth stay for our family, and unfortunately the beginning of our stay was extremely stressful and disappointing. We would greatly appreciate it if management could review our situation and consider a fair resolution. Thank you for your understanding and consideration. Kind regards, Maha H.

Rayan A., Aug 14, 2026

The check in/out was quick, staff was very friendly. The location is very close to Masjid Al hram

Ali A., Aug 14, 2026

Our overall experience was alright but not fantastic as compare to Pullman Zam Zam medina our quad room was very small compare to pullman zam zam medina quad room. No upgrade offered where pullman zam zam offered upgrade . No microwave available and Toilet door was mouldy and wear and tear signs all over toilet . Give us the cruise ship feeling. Not much room to move around and pray in room as well.Hotel staff lack interaction but cant blame them as they seem overwhelmed due to being busy . Not enough selection on breakfast either same buffet on daily bases.

Mohamed D., Aug 14, 2026

Very good and comfortable Staff very helpful Checking in problem only got room 1and half hour later than I should have

Zarinah L., Aug 13, 2026

room was not ready at 5.30pm.