Masharef Tea Lounge - Swissotel Al Maqam - Makkah Claim

My experience at this 5-star hotel was unfortunately marred by a series of disappointments that one would not expect from a hotel of this caliber. Firstly, upon needing a basic amenity like a hair dryer, I was taken aback when room service informed me that they did not have any available. This was just the beginning of a series of service lapses. During my stay, there was drilling noise that on one day significantly disrupted the peace and tranquility one seeks in a hotel stay. Despite my repeated attempts to address this issue by calling the service desk five times, each call led to being transferred to another number that only rang without response. This lack of communication and resolution was frustrating, to say the least. The physical condition of the hotel also left much to be desired. Both the rooms and bathrooms showed signs of wear and tear, or what one might describe as "very tired." This was not what I expected when booking a stay at a 5-star establishment, where the ambiance and facilities should be nothing short of impeccable. Additionally, the hotel's lift system proved to be quite inconvenient. The necessity to change lifts just to reach the ground level or access the Haram added an unnecessary layer of complexity to what should be straightforward movement within the hotel. On a positive note, the hotel's location is indeed exceptional, offering easy access to key sites, which is a significant advantage. Moreover, the breakfast provided was delightful, showcasing a variety of options to start the day on a high note. However, the check-in process was another low point, with a two-hour wait for our room after a lengthy 12-hour journey. This was not only exhausting but also not what one would expect from a hotel promising a premium experience. In conclusion, while the hotel boasts a great location and offers a satisfying breakfast, the overall experience was underwhelming. The service deficiencies, noise issues, and tired conditions of the facilities significantly detracted from what could have been a pleasant stay. I hope this feedback serves as a constructive critique for the hotel to improve its services and facilities, aligning them with the 5-star rating it claims.

The only reason I will give them 2 stars because the rooms were clean. Red flags began when arriving and reception took 20 checking our booking and taking payment in British pounds and we clearly told him we have extended our stay from 5 days to 6 days. They already took a days payment on card without any notice. Anyway he took payment which was less than the booking and ensured us it was correct for 6 days. A day before our checkout we get a call to come down to reception and pay the outstanding fee. He said we need to pay an extra day and when broke down the day payment they realised he booked us with the walk in rates which are in fact way cheaper than booking online. However they wanted the booking payment amount which should have been 65£ but took 95£. When asked why was this more they said as you paid in cash when checking in and the reception charged you commission. If you want this returned it will be deducted from the receptionist pay!! We let them keep the extra money but the whole thing left a sore taste and I didn't believe his excuse for charging more. We won't be staying here again.