Moments Hotel

The hotel is clean, comfortable, and well managed, and the manager is super nice and always ready to help. The staff are some of the best people I've ever stayed with, very friendly, welcoming, and respectful. I stayed last week for 4 nights, then came back this week for another 2 nights because the experience was so good. That says everything. I highly recommend Moment Hotel to everyone.

We couldn't make our trip because of the war in the Middle East. The hotel told us in chat that we could move our stay to 2027 and asked me to contact Booking.com support, which I did. After that, they stopped responding, and I ended up paying all the costs myself. Keeping the full payment in these circumstances is unacceptable. Either they honor what they promised or show what they stand for. I attached screenshots of the chat as proof.

Gharam made me feel heard and valued from the start. She was patient, kind, and genuinely caring, and her upbeat manner made the whole interaction comforting. I really appreciated how she paired that warmth with professionalism. She's an asset to her organization, and I wish her lots of success and growth.

AVOID. We were asked to send our card details twice, first through Booking.com and then again in a WhatsApp message. When I questioned it by email, the hotel said their phone number had been hacked and that they wouldn't contact guests through WhatsApp. That made sense to us, so it was strange when a WhatsApp arrived as we were leaving, saying they'd post our review on their website if it was Excellent. What if it wasn't? That felt cheeky and potentially misleading. There were three of us, but our Superior King suite had one king bed. I asked where my children were supposed to sleep. In an apartment booked for three, I'd expect a third bed. Instead, they left a mattress and pillows on the living room floor. I objected to reception, and the receptionist moved us to a room with four single beds in one bedroom. That worked for sleeping, but the first room had a kitchen annex and this one didn't, so I wouldn't call it an upgrade. It just gave the children beds. The receptionist apologized the next morning, likely after we posted a negative Google review, and offered us a free late checkout until the following evening. We needed to leave around 11pm for our 2am flight. We were also pressured to remove that review. In the end, the manager charged SAR 100 anyway, saying the receptionist "did not understand". The place felt like it was cutting costs everywhere. Even in the four-bed room we had only two tea mugs, two soap and shampoo sets, two sets of tea bags, and one toilet roll. We had to ask for the missing things for three people. Breakfast was brought to the room: we got three omelets but only two cheese plates, and when we asked for a third because the food wasn't enough for three, they said it would cost SAR20. There weren't any utensils either, not even spoons for the soup. They also asked us for SAR 200 as a room damage deposit, to be refunded in cash when we left the apartment. I refused because I didn't need cash just as I was leaving the country. Compared with other hotels, this one felt inhospitable and focused on chasing money, far below the Arabian hospitality we've experienced elsewhere. Read the other reviews and avoid this accommodation.