Moshin A., Dec 27, 2025

From check in to check out and everything in between, our stay was great. We had two children with us and the staff were amazing with them. All staff speak English so no issues with communication. Easy separate access from Haram, which means no queuing in The Clock Tower or the elevators to get to your room after prayer. Would definitely recommend booking a Kaaba view room. Would stay here again.

Farruk M. L. K., Dec 27, 2025

I had a reservation at this hotel for 6 nights from December 14 to December 20. I arrived on the night of December 14 and clearly explained at check-in that this was my first Umrah stay with my family, including small children. I also informed them that I would be checking out one night early (on December 19) since my flight was on that day, not the 20th. Instead of requesting a refund or cancellation for the unused final night, I politely asked if they could upgrade us to a slightly larger room to accommodate my family. It took a very long time just to make them understand this simple request. Eventually, I was told that there was no availability that night but that they could provide a complimentary upgrade the following day. While this was not convenient, I agreed. Unfortunately, nothing happened the next day. No one contacted us regarding the upgrade. When I approached the front desk again, a different staff member seemed completely unaware of the situation. Once again, I had to explain everything from the beginning. This time I was told either there was no availability or that the upgrade would require additional fees. This was extremely frustrating and unprofessional. To be clear, I was not asking for something for free. I repeatedly explained that I was leaving a night early and simply wanted an accommodation adjustment. On top of that, I had called the hotel numerous times from overseas before arrival, and each time I was told this could be handled after check-in which turned out to be untrue. What makes this even more disappointing is that I made this reservation almost a year in advance (January 2025) for a December stay. The most troubling aspect of this experience was the poor attitude, lack of willingness to help, and unfriendly behavior of the front desk and management-level staff. There was no sense of hospitality, empathy, or professionalism especially disappointing for a hotel that presents itself as a leading property so close to the Haram. I do want to acknowledge that the housekeeping and room service staff were helpful and did their jobs well. If this hotel earns even 2–3 stars, it is because of them not because of management or guest relations. I am fully aware that after this review, a generic apologetic response may be posted by guest relations. However, such responses are meaningless without real accountability or compensation. Based on this experience, neither my family, relatives, nor extended friends will stay at this hotel in the future. Sadly, this experience makes it very clear why this hotel’s ratings continue to decline.

Sahira C., Dec 27, 2025

Amazing location, and service was great

Muneeb T., Dec 26, 2025

I have been staying here for a long time I have seen a lot of deteriorating of this place now Rooms need major Reno Humidity control is pretty bad

Aydin O., Dec 26, 2025

It was a great location and service. It was friendly service. I enjoyed staying there.