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

Stayed for a few days. Two buildings of the hotel look nice. There are many hotels nearer to masjid haram than it but it is not too far. Bathroom was poor and not maintained well. Room was average. The worst part was service. Right from checking in to leaving good service was lacking. You could not find anyone to fix a problem. Even though breakfast was included in package, it was denied on one occasion and had to bring documents to prove it. Things were generally even more difficult for us because it was hard to find someone who could communicate in English.

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!