Al Safwah Hotel Tower 3

We booked a 2 bed room but were given a 4 bed room, which was spacious and peaceful. Room service was very quick, and the room was cleaned to a high standard. Since it was Ramadan, we got a lavish iftar for free with lots of varieties. It’s close to the Haram and very luxurious, so we recommend staying here.

On 4th February around noon, I asked reception for a wheelchair for my 70-year-old mother. Two staff members at the desk refused and said none were available. Later, when someone else stepped in to help, we were shown that three wheelchairs were available. It seemed to us that we were treated unfairly, possibly because they assumed we were Indians who wouldn’t tip. This was deeply hurtful in Makkah, the holiest city for Muslims, where equality, compassion, and justice should be fundamental. The Qur’an says, “O mankind, indeed We have created you from male and female and made you peoples and tribes that you may know one another. Indeed, the most noble of you in the sight of Allah is the most righteous of you.” (Surah Al-Hujurat 49:13) The Prophet Muhammad (peace be upon him) also said in his Farewell Sermon that no Arab is superior to a non-Arab, nor a non-Arab to an Arab, and neither white to black nor black to white, except through piety and good action. Discrimination is unacceptable anywhere, especially in a place serving the guests of Allah. I’m writing to express my deep disappointment and ask for a thorough investigation and appropriate disciplinary action against the staff concerned. No elderly guest or pilgrim should face this during their sacred journey. I look forward to corrective measures so this doesn’t happen to anyone else.

The only good point was Masjid al-Haram. This hotel ruined the start of our Umrah trip, and I was extremely disappointed with Al Safwah Third Tower Hotel (Al Safwah Hotel Third Tower 3). We had a reservation, but check-in took nearly an hour while I stood at the counter. Just one staff member was handling arrivals, while others chatted or did things unrelated to work. No one was there to help with our luggage, so I dragged all five pieces to reception. Several other guests had the same problem, which showed poor coordination and service. Guest relations didn’t properly listen when we asked for rooms close to each other. We were placed far apart without any effort to meet that reasonable request. Breakfast at Bakkah Restaurant was disappointing, with poor quality food and very limited choice. The staff at Bakkah resturent weren’t welcoming at all. I have photos of these issues and can provide them if requested. The service didn’t meet acceptable hospitality standards. I hope management takes this seriously and makes changes to improve the guest experience.

The location and the hardworking, honest cleaner are what made me comfortable staying here. She made up my room every day. The laundry was efficient for the price, and the maintenance team fixed the safety box after I highlighted the problem for 2 days. The bedroom felt OK, with a clean, adequate mattress and pillow. The fridge worked, but the wardrobe and cabinets need repairs. The bathroom looked dirty, with yellowish tiles and mold everywhere. Breakfast was decent, though the menu was limited. I hope the hotel team takes note and improves things.