Hayah Al Huda

We had been looking forward to a family trip to Medina and planned to stay at Hayah Al Huda Hotel. Then a family member was unexpectedly diagnosed with cancer and needed several urgent scans and medical appointments during our travel dates, so we couldn’t go. I contacted the hotel to explain and asked to cancel, or at least for some flexibility. The booking was non-refundable, but I hoped they might show compassion given the serious, unforeseen medical situation. They refused to make any exception and showed no empathy or willingness to work with us during a very hard time. We’re deeply disappointed by the lack of care and support. For a hotel in such a holy, spiritually significant city, compassion and customer care matter. I hope they reconsider their policies and treat other families facing emergencies with more kindness.

After midnight, people selling clothes who weren’t hotel guests were walking noisily in front of the rooms, shouting and disturbing everyone. I later learned the hotel lets them in for money. That’s unacceptable and disrespectful to guests. I contacted management, but they did nothing. The room phones didn’t work, there was no room service or water refill, and the TV remote had no batteries. Honestly, this was the worst hotel I’ve stayed in. I can’t recommend it.

When we arrived, the hotel said my booking had been cancelled, though I hadn’t cancelled or changed anything. They claimed there was no room for two days and offered only one, saying I’d have to pay again. Later, when I tried to sort it out, they said I hadn’t shown up and refused to refund my money. What liars. Making this haram during the holy month in Madinah is completely unacceptable. Haram, haram, haram!

The only real plus during my three days here for hajj was being near the Prophet's mosque. Nobody cleaned our room the whole time, and there was no room service at all. They also gave us just one key for a room with three people.