Sheraton Makkah Jabal Al Kaaba Hotel

Getting to Al Haram takes about a 15-minute walk, and our stay was very comfortable. The service was excellent and calm. One moment at Fajr meant a lot to us: my husband became ill, and the reception staff and public safety officer helped transfer him to the hospital. We’re very grateful for their support. Thank you so much. I highly recommend staying here.

Najwan made a big difference to our stay. She was helpful, friendly, and professional from the moment we arrived, handled our requests efficiently, and went out of her way to make sure we had what we needed. Her warm hospitality is a real credit to the hotel. We stayed at Tilal Jabal Makkah Hotel for our Omrah and had a fantastic experience. It’s right next to the King Salman Gate of the Masjid al-Haram, so the Kaaba is only minutes away. That made prayers, especially Tawaf and Sai, convenient and stress-free with family. For such a prime spot, the price is very reasonable and the value for money is hard to beat in the immediate Haram area. If you want a comfortable stay, direct Haram access, a good price, and a caring team, I highly recommend it. We’ll definitely return on our next visit. Highly recommended!

The room we got was triple, even though we’d booked a twin with a partial Haram view. We also couldn’t get clear details about the shuttle, despite telling the receptionist we’d gotten lost trying to find the hotel. There were no prayer mats or fridge, and when we asked for cold water they told us to buy it from the restaurant. They sent some only after we complained. At $300 a night, I expected these basics without having to ask. My mother left her passport and visa in the room after checkout. The cleaner found them and even posted a photo in the hotel WhatsApp group, but nobody contacted us. We had to return twice and ask several times before they admitted they had the documents. The hotel should contact guests right away about something as important as passports. That wasn’t acceptable for a five-star hotel. Changing our one-day booking took 3-4 days of back and forth, even though I said it was urgent. I had to call Booking.com and Tilal several times, when the hotel and agent should have coordinated this themselves. I appreciate the staff and their hard work, and I’m thankful for their efforts, but this didn’t feel like five-star service. At best, it felt like a three-star experience. For what we paid, it wasn’t worth it. I don’t plan to stay again. Tilal has a lot to improve; maybe we’ll return if they do, inshAllah.

The walk back to the hotel is steep and difficult, so I wouldn’t recommend it if you’re with elderly parents who have weak knees or you have trouble walking uphill. The rooms were small but clean, room service food was decent, and portions were satisfactory. The breakfast buffet tasted good and was clean and well organized. Housekeeping was very attentive, especially Musharraf, who was amazing: cooperative, polite, and always willing to help. He went out of his way to make our stay comfortable. The front desk staff, though, were dismissive and didn’t seem accommodating when guests needed something.