Sofitel Shahd al Madinah

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.

The staff is really friendly! The food was so good and they had a lot of varieties, even when we ask for something that’s not there, they find a way to get it for us or find a good replacement! The whole staff was really good especially Mr. Hamdi in the restaurant, he is so professional and nice and made our stay there unforgettable! The rooms were good, they even offered us a free upgrade to a suite! However the bathrooms were too old and they really need renovation. Totally recommended!

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.

Amazing hotel, clean, friendly and the staff are very polite and helpful. Most staff were of Bangladeshi origin and they were absolutely amazing, a service with a smile every time. The breakfast buffet was exceptional! Rooms were very nice and comfortable. Will definitely stay again.

All staff were friendly and helpful, room was clean and comfortable. Sound insulation was good except the strong banging sound from closing neighbors doors. Location was excellent to female gates. Elevators were a major problem they take long time to come due to high demand specially before and after praying time, I used the stairs to avoid the Elevators. Breakfast was fabulous with great varieties.