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

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.

Poor customer service, need alot of improvements. Location is the plus point. Walking distance to Masjid Al haram. Mostly rooms have views to Clock tower. Alot of food restaurants nearby. Hotel's restaurant are very expensive. Definitely not recommended to try inside food. Parking is also available if you book in advance for parking. More than 10 elevators to access all floors. There is mosque inside the hotel as well.

We went on a budget umrah and this hotel met that criteria price wise. The hotels, rooms and service was all good. Odd times things wouldn't work but someone would always sort out. The rooms were spacious. The bathroom wasn't great. I think the bathrooms need upgrading. The cleaners were very good. The breakfast was outstanding. The location of Ebrahim Khalil rd is buzzing, plenty of shops on the cheaper side than the clock tower. The downside was the distance. In reality 10 minutes. However due to the large volume of people and the heat would take 20 mins plus. If you are looking for a budget hotel this is the one but be prepared for the walk to the haram.

Close proximity to masjid nabavi is key point . Rooms are good but not spacious , we had quadrupled bed and barely had space to spread prayer mate. Service and response was excellent. Price is reasonable