Sofitel Shahd al Madinah

This hotel used to be excellent but this time the stay was disaster. Beside reception where hotel has most educated and decent staff, the entire service and stay was disaster. I even complained 4 times on email and on phone yet there was no response till 4 days after my checkout. So simply shows pathetic state of affairs. I have mentioned same on different review sites and this all after we were staying in PRESIDENT SUITE Firstly House keeping was worst ever. They kept forgetting things and even to a level where on first day i made 5 calls for small things. Even the female on phone ( when dial 0) was so rude then when i called again she literally hung up on me. I called back and asked for manager and without replying she just transferred me to some other operator. I bet she hated her job. Room Service was pathetic. only limited experience but everytime for same dish they have different food. When asked them, they said we serve what we have in stock. Ordered 4 plates and 2 came and when asked waiter , His exact words were ITS NOT MY PROBLEM if they send less plates. Anyway many other occasions but would never stay here again and move back to Hilton as they are much better with services.

What a disappointment! Rooms are old. Bathrooms are not clean. The service is too slow.. this hotel should be rated 3 to 4 stars not 5 at all.. the price we paid is for 5 stars doesn’t match the quality we expected! Very crowded & too busy. Their carpets are too old. The food is good with lots of varieties..however the restaurant is too busy & the tables aren’t clean. I would not think to come here again.

I stayed at your hotel with my family from November 16 to November 20, 2023. We had three suites on the 8th floor, where the renovation work was going on. The paint smell was so bad that my kids had difficulty breathing. I informed the reception and the management of the hotel, but nothing was done except that one of the managers offered us a free mini bar, which we did not ask for and we do not drink soft drinks. We asked for the rooms to be changed, but our request was ignored. The renovation work was going on 24/7, which means that we had to endure all kinds of noise all day and night, such as hammers, drills, and more. One of the nights, at 2 am, one of the cleaning staff walked into my room while my family and kids were sleeping(please check cameras). When I asked him what he was doing, he begged me not to complain. I complained to the management of the hotel, but there was no corrective action taken. Most of our clothing got damaged by the wood paint on the furniture of the room. Another issue we faced was that the safety box in our room got stuck and would not open. We had to call maintenance to open it, but they kept us waiting for about two hours. When we called the reception, they told us to wait five minutes and someone would come to us, over and over. This was very frustrating and unacceptable. I am very disappointed and dissatisfied with the service and the quality of your hotel. I expect a full refund and an apology for the inconvenience and the distress you caused us. I hope you will take this matter seriously and improve your standards.

This hotel service is very poor. The price you pay and the service you receive do not match up. I wrote a review complaining about trying to contact the hotel with regards to a lost and found item i forgot at their hotel. Still to date I have no response. They told me to contact them via their social media platforms, when I asked them which platform and what the contact was I got no response. I sent them numerous emails and received not a single response. I cannot believe that this hotel is part of the Accor group which is supposed to be so world renowned, yet something so simple can not be resolved. I am STILL awaiting a response. It has been 5 days many phone calls and many emails and still nothing. DISAPPOINTING

1. To start with it was implied while booking that there is a free parking but SAR 150 being charged when went there 2. Check-in process was good @ 7:30PM. however when i reached the room, door lock card was not working. Although room was good. When complained they kept on changing the cards but nothing was working. 3. After 4.5 hours midnight 12:30 they offered me replacement room which was very very dirty. on complaint they offered me other 4 rooms but all were not matching to the one i booked. all are dirty. 4. Finally i have to adjust to a room even though it was not good. Because me and my family with 2 kids were exhausted. 5. Because of this experience, we could not have enough sleep and proper rest. I never had such bad experience in any previous 5 * hotels