Zamzam Pullman Makkah

We had a beautiful Haram view from the room, which really added to our stay. The rooms were clean, comfortable, and well maintained, and the staff were courteous, professional, and helpful. Breakfast had a good, enjoyable range of options. Two things made the stay less comfortable: noise carried clearly through the connecting-room walls, disturbing our privacy, and getting around the hotel meant changing between two elevators. At prayer times the elevator area became chaotic, with long waits to reach the room or lobby. The views, clean rooms, and service are good, but better elevator access and soundproofing would make a big difference.

Even with the hotel very busy, everything felt organized and the service was faster than I expected. Cleanliness was outstanding, staff were professional and attentive, and check-in and checkout went smoothly. The elevators were available and close by, which made getting around convenient. Ms. Huda, one of the hotel supervisors, deserves special thanks. She took personal ownership of helping guests, stayed attentive and proactive, and made sure people were comfortable and satisfied with genuine care. Her presence made a real difference. I'd certainly return, especially with the hotel just steps from the Holy Haram.

The beds were comfortable, but the rooms were small with hardly any space, and the hotel needs urgent refurbishment. The furniture was worn and old, nowhere near 5 star standard. In our two bedroom suite there were no cupboards or wardrobes, just one small one behind the main door, which was inconvenient. The fridge door and bedside cabinet were broken, and the shower was fixed in place and couldn't be detached. If you're traveling with children, don't expect extra beds, even if your booking mentions them. I've never seen a hotel enforce that rule so strictly. Where are the kids meant to sleep? The Accor desk staff were unhelpful, especially Badr, who first promised mattresses for the kids, then changed his word. We got no help from the check-in staff or duty managers. Usually managers try to assist and keep customers happy, but that wasn't the case at Zamzam. The lifts to the haram were a nightmare, very slow and always packed. I can't recommend it when there are much better hotels in Makkah. Many others have said the same. I've stayed in plenty of other hotels and had excellent experiences. This is just my honest opinion.

The rooms have been renovated and were comfortable and clean, and the location is great. The friendly staff made the stay special and were welcoming and responsive. Bassam at the Tea Garden resturant deserves special thanks, and Mohammed Hanif made the best omlet plate I've ever tried. I also want to thank Moustafa at the All Accor member reception, who made check-in smooth and helped with all my special requests.