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I am quite honestly just shocked at how a hotel with such prestige across the world has been so totally disappointing here in Saudi Arabia.
As a frequent traveller I have stayed in 3 star hotels in very delapidated areas which were far better in both service and experience.
First of all, we booked two rooms and one of those rooms had some foul smell in it and the water in the shower failed to even make it down the drain. That was absolutely unacceptable from this so called five star hotel.
The towels in the room I shared with my wife were extremely smelly as if they had not been dried properly after being washed. This is not acceptable at all considering freshly washed linen and towels are a very small requirement from such a usually prestigious hotel.
When we complained about this, we were moved to two new rooms - however nobody was sent to help us to move our luggage and my elderly parents had to drag heavy suitcases by themselves. I was very angry about this because as a five star hotel I would have expected a lot better.
In the new room that was given to my wife and I, again there is a problem with the water going down the drain in the bathroom sink.
We were informed by the hotel, there should be a bus taking guests to and from the hotel to the Haram. On the first day we were here, the bus came extremely late and so we missed our Salah waiting for the bus. On the way back, we waited for over an hour and the bus never came to pick us up. We had to end up speaking to other bus drivers and found a kind driver from the Milleniem Hotel who offered to take us there as this hotel is next door to Sheraton. If it wasn't for him, we would have been stuck for a long time standing at the bus stop with no bus coming.
On the second day the same thing happened and we had to use a taxi.
When I requested to cancel my stay, I was told that's not possible, only credit.
Finally when I talked with the front desk manager about the bus problem, he said exactly that's your luck you need to wait till we change the bus company we can't do anything to you
