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

Beware of this hotel. I booked this hotel on 3rd November 2022 for an umrah stay on 18th February 2023 for a family of 12 including infants and elderly. At the time of booking the hotel through booking.com the hotel could only be booked by selecting cash on arrival. They cancelled my 3 quadruple rooms 10 days before arrival. The reason given was my payment card given had insufficient funds. I updates card details twice using payment cards which were valid. The hotel isn't one I would recommend due to the fact that they don't answer their telephone or reply to emails or messages and can cancel your room for any reason of their choosing. I know currently it's a busy season for umrah but this is totally unacceptable as now am having to find hotels which are 5 times for expensive. Shame on you Emaar Grand. May Allah SWT give you the hidayah to behave and treat bookings honestly and responsibly. Ameen

Staff are very unprofessional, especially at reception area. Receptionist on our arrival couldn't even be bothered to check my booking reference number that I had printed in large bold font, and was rudely asking me to provide it. Nobody smiles at reception, there is no welcoming atmosphere. Now come the rooms - generally they were okay, but they aren't 5 star standard. The bathrooms were not great either. The bidet shower was always leaking, the shower room would leak. The bathroom would always be wet. They would only provide one toilet roll when coming for housekeeping, and never once offered or provided bottled water to make tea or drink. They never changed the towels, nor did they make our beds. And on the last day, we got woken up before 5am by a staff member banging on the doors telling people who are checking out that day to go and have their breakfast. And to top it all off, the rude receptionist told us to check out by 12pm when the check out time was 2pm. The porter was also rude. I asked to keep our luggage at the hotel until 5pm as we were going out and our flight was at 9.40pm. He was telling me to collect the luggage at 4pm, and I asked him where I should take it and put it. The taxi driver was coming at 5, so where should I have put all the luggage? I would not recommend this hotel!

Staff are very unprofessional, especially at reception area. Receptionist on our arrival couldn't even be bothered to check my booking reference number that I had printed in large bold font, and was rudely asking me to provide it. Nobody smiles at reception, there is no welcoming atmosphere. Now come the rooms - generally they were okay, but they aren't 5 star standard. The bathrooms were not great either. The bidet shower was always leaking, the shower room would leak. The bathroom would always be wet. They would only provide one toilet roll when coming for housekeeping, and never once offered or provided bottled water to make tea or drink. They never changed the towels, nor did they make our beds. And on the last day, we got woken up before 5am by a staff member banging on the doors telling people who are checking out that day to go and have their breakfast. And to top it all off, the rude receptionist told us to check out by 12pm when the check out time was 2pm. The porter was also rude. I asked to keep our luggage at the hotel until 5pm as we were going out and our flight was at 9.40pm. He was telling me to collect the luggage at 4pm, and I asked him where I should take it and put it. The taxi driver was coming at 5, so where should I have put all the luggage? I would not recommend this hotel!

Good decent hotel. Stayed here with 4 kids in very busy December season. Their facilities are of 4-star Hotel. Room service was excellent guys were there every day offering to clean our room. Lifts are not too busy. The Guys in reception are not very helpful and can be better with their customer service attitude It's a 10-minute straight walk to harm. No uphill or downhill. So was comfortable for kids to walk. They have a separate floor for a restaurant which we didn't use. Floor for Parking and a floor for Prayer hall.

Absolutely awful..!! Worst hotel ever. Starting from reception service to room conditions, everything was way below standard. I can't believe they are rated as 5 star. Totally scammed!! Please don't waste your valuable money. Toilets are so dirty that we had to shift to another room but again no better! Overall, very very poor. Customer service was unacceptable. Also there is no WIFI connection only accessible in ground floor but no access in rooms, the food is quite acceptable Will never recommend this....