Prestige Hotel

I liked the tidy room and the view I happened to get of the Grand Mosque. The prayer room, dining room, and lobby were all pleasant and well kept. Towels were the problem: I asked five times, by phone and in person at reception, and didn't get any until I found someone from cleaning service on patrol.

The only part that really lived up to expectations was the location near Masjidil Haram. Check-in took a long time, and the Room Boy changed the amenities, towel, and water but left the bed cover as it was. The service was below what I expected, and the rest of the experience didn't feel worth the price.

The food was a real plus for us. Breakfast had plenty of choice and was included, and both the dinner buffet and menu options were fantastic. Staff at the front desk and elsewhere were friendly, professional, and prompt. The hotel is about a straight 1 km walk to the haram, usually 10 to 15 minutes even with crowds, and the elevators are fast. For Umrah or Hajj, being close to the Kabbah matters because it means less walking to and from the hotel. We loved staying here and would come back.

Housekeeping was good, but the hospitality really needs work. The water heater was broken; I asked twice and was ignored. The food wasn't good, and they wouldn't let us take food or drinks out of the restaurant or bring outside food in. Even our sick family member, who couldn't walk to the bathroom, was made to go downstairs to eat. I've worked in a hotel before, so their attitude really annoyed me. Our 3 star hotel in madinah was way better than this so-called 5 star.