Novotel Residences Makkah

We had children with us, but there was no proper arrangement or space for them despite this being mentioned in the booking. The manager also avoided speaking with us, and the complaints I sent to the Accor email address never got a reply. The main problem was the beds. I booked three accessible rooms with king-size beds through Agoda. I had meant to book one accessible room and two regular ones, but Agoda automatically selected three accessible rooms. I was fine with that, since the booking clearly showed king-size beds for all three. At check-in, though, we got one king and two queen beds. We spent nearly three hours trying to explain the difference, and even after I showed a staff member, they still wouldn’t accept it. I have pictures if needed. The poor service made the whole stay frustrating and wasted a lot of time and energy. This wasn’t what I expected from a Novotel, and I wouldn’t stay here again or recommend it. I’ve already booked another Novotel in Dubai, and now regret it. I hope that stay won’t be the same.

Novotel’s experience can differ a lot from one location to another. Some guests report excellent stays, while others mention inconsistent service, room condition, or problems with reservations and front desk help. Older properties may also have maintenance issues such as air conditioning, plumbing, noise, or dated facilities. Food and amenities like spas or saunas get mixed reactions too, with some properties praised and others described as average or limited. The brand is part of Accor and has more than 550 hotels across over 65 countries. It’s often chosen for business travel, city breaks, or family holidays. Guests commonly like the clean, comfortable, modern rooms, especially in renovated hotels, and praise staff for being friendly, attentive, and professional. Locations near city centers, airports, and business areas can be convenient. Many properties also offer breakfast buffets, gyms, pools, or business facilities. Travelers often consider the prices competitive for a four-star hotel.

The room had a faint, unpleasant smell that gave me some discomfort and a headache. Bathroom anti-slip mats would also help, since the floor gets slippery and could be a fall risk for older guests. I hope these points don’t negatively affect customer service. Apart from that, I had a wonderful stay. The location was prime, the atmosphere elegant, and the shuttle to Al-Haram was convenient. The hospitality and experience were excellent, and I’d recommend the hotel for its comfort, service, and location.

The rooms are roomy, clean, and have all the amenities needed. My only complaint is the shuttle to Al Haram, which drops you some distance away, leaving a long walk. Reception staff were great, and Miss Tala and Miss Areej served us with a smile. Thanks to them.