Gardenia-Lounge - Mekka Nicht abgeholt

We booked a quad room of which 2 of those werent even proper beds making the room way too small. There was barely any space to walk in the room let alone put our bags anywhere other than the beds or cupboard. The room was dimly lit. There were no extra lights. There was pathetic excuse of a housekeeping where only shampoo and conditioner bottles were given. No sheets were changed, no water bottles or towels were given regardless of asking them multiple times. Shower head was broken, towel rack was broken. Hair dryer and fridge never worked. There was also the issue where we didnt hear any azaan in the hotel. We had to rely on the tv. The wifi was so bad, it barely worked in the room. Shuttle service was provided but again it had a time of its own. Sometimes it would be there within 10 mints and other times it would take upto an hour. So in the end you are just shuttle bound. And no you cannot walk there. Its also located at a very secluded place so there is only one store around , you would have to buy your food while coming back from Haram.

We checked in in the hotel on Monday, the room was so small and with 3 beds, we were 2 only! We barely found a place to put our prayers mat to pray. One of the bed sheets was dirty with mascara, I think the house keeping want to finish early and didn't check the whole room. There was only one small pack of coffee, no sleepers, no dental kit and no bath robes, you are a 5 stars Hotel, right? The housekeeper opened the room door while we were sleeping, I woke up because of the door shut. After we put our stuff in the room and noticed all the missing things we informed the front desk before we went to do Umrah, he told us when we come back they will send it to us as we have to be in the room??? Seriously? We came back and called the front desk 3 times to ask about the dental kit and coffee. Every time the receptionist said they will send it, we left and didn't get what we asked for. We wanted to take a shower, the water was cold, we called the front desk again, and thanks to God, they sent someone to check it. We had to wait 15 minutes till the water turned warm. W left the room at 5 pm and went to Haram, came back at 1 a.m., no one cleaned the room, or fixed the beds. And let's not mention the kids' noise in the hallway. Really, we are disappointed. We didn't expect forbes standards service, but at least at good service that represents your luxury name. PS: You have a serious flies issue in your lobby. We found one in our room as well. I gave you 2 stars because you have very comfortable mattresses and they send someone very fast to check on the water.

Extremely Poor house keeping service. Really disappointed by the staff as complaining them is of no use. Plus, the room size is way to small. No one bother to listen complain about housekeeping. Very rude house keeping staff. Continue 3 days complain regardless room clean no body bother. Highly not recoommended. Registered complain in administration office too

Not a good experience. Beds are not fixed and have small wheels. They keep moving if you move in your sleep. No hot water coming in taps. Asked for bottles of drinking water but didn't receive them.

The service in this hotel is horrible. Reception does not answer the phone after many attempts. No coordination or communication between the staff members which causes confusion and a repeat of several conversations with different people. The cleaners don't clean the room properly or change the sheets even upon request. A cleaner was playing a video out loud while I slept and got upset when I asked him to lower the volume. It's a shame because the room was comfortable otherwise and this hotel has potential.