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

Great hotel with lovely reception. Also we got a very nice room on the 8th floor. However staff wasn't very helpful and kept making false promises. I changed by booking from 7 to 5 nights however when I went to check in their system didn't reflect that. Therefore they charged me for 7 nights and said come back for refund tomorrow. When I went back they won't give me refund and said when you check out after 5 days we'll give refund. This was giving me unnecessary stress as I had two nights booked in another hotel after this booking. So now I've paid for extra two nights and there was a possibility they wouldn't give my refund. Plus it's not nice waiting for your refund until you check out. Therefore I had to request for a refund with the other hotel and stayed the extra two nights. Plus staff don't even smile and aren't friendly. It's such a shame as it's a nice hotel. Housekeeping staff are amazing.

It’s very upsetting coming all the way to makkah to perform umrah and 90% of your experience is ruined because of the hotel you’re staying at. The rooms were fine for the price we paid,, the cleaners were great and very appreciative of their tips. However, every other member of staff especially the women at the restaurant desk and the main check in desk have the most awful customer service skills I have ever witnessed. The woman at the restaurant desk refused to even look for our rooms when we all came for breakfast and just said we didn’t have free breakfast (which we do as we paid for it) and then we called a manager and suddenly she found a paper with all of our rooms on it which was just under her desk. this is it the first time we have had this kind of service as the woman at the check in desk didn’t even bother looking for our room and just said the agent had cancelled the booking. As you can imagine this was extremely stressful as we had travelled for over 12 hours from London Heathrow and were exhausted. The bookings were not cancelled she just did not bother to look properly. These women were terrible and their actions reeked of racism towards south asians. You come here to worship Allah and rectify yourself but you end up getting so irritated at others and everything because of experiences like this. Every member of staff here should fear Allah and learn to treat people with kindness and provide a satisfactory level of customer service. Even the kuffar are miles better at this which is embarrassing. Only good thing about this place is how cheap it is and the rooms were decent for that price as well as lots of shops nearby and the haram being a good walking distance away although if you have a toddler/baby I would not recommend as it feels like it’s a hundred miles away.

1. The room is nice and the A/C is excellent. I booked this hotel one month ago. However, when I entered my hotel room, the plumber was working in the washroom. 2. The entire washroom had a pool of water while we were trying to shower as water is flowing from the shower area to the washroom that is really disgusting. 3. A good number of shower tiles fell off that was very odd looking that makes it very uncomfortable to use, and the shower door hinge is broken, which is a safety concern. 4. I talked verbally to the reception about this and nobody responded. Then I informed the next day in written format, No one cared about to hear and resolve our problem. The worst customer service that I have ever experienced in my life.

It was quite far from Haram, a good 15mins walk. Bathroom had mould and coffee area had sugar and dust all over. When we request to clean the room, everything was still there. Receptionist lady at the Restaurant upstairs on Thursday 23rd February 2023 during dinner time was so rude. She doesn’t have basic manners. I asked nicely if they can heat my kids food, instead of refusing nicely, she pointed me to the door in front of everyone. SO RUDE!

Terrible service and hotel management. Booked a 4 persons room, it was terrible as the beds were laid out in a very awkward position that left no other space in the hotel room, we barely had enough space to open our suitcases. The hotel management in general is poor, they don't clean the rooms properly. Everytime we ask for water bottles they either only give 2 or don't give any. We had a minor incident where we needed to check the CCTV footage for our floor, it took 3 days for us to finally get somewhere with this. Hotel manager is rude and walked off as we were speaking to him. The reception staff again is incompetent and does not seem to care about anything. The switches are really strange as the sockets are connected to the lights in the room, everytime u want to charge your phone etc u have to keep the light on which is really really strange. The only thing that was decent was the food. Breakfast and dinner items are always fresh and they change the dishes they make quite often . The tables are cleaned frequently and food gets replenished every time it finishes.