ذا فيو تراس - فيرمونت كلوك رويال تاور - مكة مطالبة

Unfortunately was a very bad experience starting from service to rooms to food. We have added certain requests to our rooms and when we arrived none of our requests were made. Additionally, only 1 out of 2 rooms was ready. The receptionist promised they will change out bed since we requested a king bed. After coming back from our umrah we were surprised to see that the two double beds were just combined. And in the process they had broken our suitcase. After reporting this, the attitude we received was them trying to let us think that the breakage was our fault. Not only did they handle the situation very poorly, they were placing the issue on us when the bag was completely fine before leaving the room. Now we are traveling and our bag is not working. Additionally, we had a half baked and when we went to dinner unfortunately the food was below average and cold and the service was below average. The staff are changing their words on wether drinks are included. All in all they offer very high prices for very low quality and they lack professionalism. When you go to a 5 star hotel you do not expect to face any of these issues but unfortunately we have faced these issues which inconvenienced our trip. I would not recommend anyone to come here

We spent a minimum of 2 hours total today in elevators or waiting for ones, and we faced the same issues in earlier days. They’re out of service, poorly distributed and always packed. This hotel cannot accommodate its guests and don’t seem to care.

Save your money! This hotel has the "Fairmont" name but not their service or level of care you would expect from a Fairmont. 1- Front desk has no sense or urgency, people cut you in line while trying to check-in and the staff don't care. 2- Rooms are cold! There is no heating system. Our room remained at a cool 15-17degree C, despite the 3 times we called maintenance to fix the room temperature. Rooms furniture is also bare, old and limited. Looks like over used furniture from the 80s. We were on a suite and we're disappointed in the decor. 3- Barely anyone speaks English. I understand we are in an Arabic speaking country but you need more staff that understand English in the lobby. 4- Claims "..there are 8 dining options" but in reality you have one cafe with limited dining/menu options. The other "restaurants" are reserved for private groups. 5- We finally complained to the duty manager who did very little and to pacify us we got some dates, sweets, and coffee sent to our room. As if, that was going to compensate for the overall terrible hotel experience. Pros-- great location and the lower level staff (bell desk+ waiters) are all super nice.