Emaar Grand Hotel Makkah (Formerly Dar Al Eiman Grand Hotel)

we came for a 5 day trip in Makkah for the purpose of umrah and unfortunately there’s not much positives about this hotel. There are two extensions to this hotel- building A and building B we had entered the wrong one and presented our booking, the female receptionist lacked basic customer service skills to welcome us and took a brief look at the booking and said it was cancelled ?? with no extra info that was fantastic to hear after a 14 hour travel from the UK. House keeping were the only good staff in the hotel alongside the workers INSIDE the buffet. The female worker outside the buffet taking payments lacked any customer service skills whatsoever my family had prepaid all five days of breakfast yet it was not showing on the records, she dismissed us in a minute to the side whilst she carried on with others. She didn’t bother to help at all and then magically found our room numbers acting surprised when we repeated our room numbers at volume level 10 multiple times, seems like blatant racism. Staff should be given customer service training and basic manners training, we came all the way to perform umrah in the holy land only to be made inferior by the workers that we pay the wage for ?? how horrible and inconsiderate fear Allah

An accident happened during my stay. A big chunk of the ceiling fell on the floor, thanks God my children were not under it. It could have been a disaster. the Reception response was just to change the room for us as if nothing happened. It was clear that there is a problem in the ceiling before this accident, but it seems that the management don't care too much about people's life. Also WiFi never worked.

I recently had the unfortunate experience of staying at this hotel, and I must say that I am deeply disappointed with both the quality of the room and the level of service I received. From the moment I checked in, it was evident that the staff lacked a sense of responsibility and professionalism. The bathroom was in no better condition, What truly irked me, however, was the abysmal customer service. The staff exhibited a complete lack of empathy and willingness to address my concerns. My attempts to communicate the issues I was facing were met with indifference and dismissive responses. It was as if they couldn't be bothered to attend to their guests' needs. As a paying customer, I expected a certain level of comfort and courtesy, both of which were sorely lacking during my stay. It's clear that this establishment needs to seriously reevaluate its standards and invest in proper training for its staff. I strongly advise anyone considering a stay at this hotel to think twice. The combination of a poorly maintained room and an uncaring attitude from the staff makes for an unpleasant and regrettable experience. I, for one, will not be returning and will be actively discouraging friends and family from choosing this hotel in the futures.

I'm so disappointed with this hotel. For some reason they wouldn't accept my prepayment and so I contacted the manager who agreed that I could pay on the day. When I reached the hotel, the manager said that he had given my rooms away. He wasn't understanding my situation. I had an infant, child and elderly in my family group. Alhamdulillah I managed to find a hotel that was more suitable for my circumstances but I will never book this hotel again.

Absolutely awful..!! Worst hotel ever. Starting from reception service to room conditions, everything was way below standard. I can't believe they are rated as 5 star. Totally scammed!! Please don't waste your valuable money. Toilets are so dirty that we had to shift to another room but again no better! Overall, very very poor. Customer service was unacceptable. Also there is no WIFI connection only accessible in ground floor but no access in rooms, the food is quite acceptable Will never recommend this....