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Reviewed 4 October 2018 via mobile

*I waited about a quarter of an hour at the reception to check in even though I arrived around 11 pm
*The room was not clean
*The room carpets had stuck dirt
*The mattress was torn
*The pellows were not comfortable
*Waited more than 20 minutes on the phone to get a reply from room services
*I ordered a pre-baby cot bed at room reservation. Unfortunately was not ready
*The staff at the counter entering the breakfast restaurant was never fit and not friendly although the room booking included breakfast
*Breakfast was not as good as it was years ago

Date of stay: September 2018
Trip type: Travelled with family
1  Thank sbawazir
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AccorMakkah H, Manager at Swissotel Makkah, responded to this reviewResponded 4 October 2018

Dear Saeed,

Many thanks for your review. We are pleased that we got the opportunity to host your stay upon your serene journey to Makkah.

Oh! It's truly shocking and disheartening to learn of your comments. We understand that such oversights are inevitable in our service delivery, but this serves no excuse for the comments you've highlighted. As a hotel property striving to become the excellence in hospitality in the Holy City, we take your comments seriously. As of this moment we've already tried reaching you in order get more details from you to investigate the mentioned matters, however we couldn't locate your reservation details.

Nevertheless, we hope you wouldn't let this incident alone to distant you away from returning to us. In fact, it'd be our pleasure to welcome you again in order to grant you with an enhanced experience, showcasing the genuine Swiss Hospitality we are renowned for in the Holy City.

Regards,

Mamdouh Salem,
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 September 2018 via mobile

We moved in Swissotel in distress as we were not satisfied with Le Meriden Makkah. It was a great experience to have been assisted for reservation when you are totally exhausted after Umrah. Mr. Saud AlQuraishi was so helpful and kind.
We were satisfied on getting 2 rooms for 9 nights at the rate which was confirmed to us earlier by the hotel during our exploration.
Smooth experience was nothing as compared to checkin process. Our rooms were already made ready with checkin completed. We were escorted to the rooms and were left astonished by the view from the room. We had full kaba view from both our rooms. It was amazing.

This was not all, as we woke up after afternoon siesta we received a call that they want to keep fruit basket. It was not just a basket it was amazing spread. We loved it and this hospitality and welcome made us diehard fan of this hotel and its hospitality.

Housekeeping was extremely kind and immaculate. Rooms were so well kept and equipped with necessities.

Wide breakfast spread with outstanding personalised care was amazing. We were very well supported and assured by Mr. Ashraf at Al Ruwad restaurant. He was extremely helpful and assisted my kids for live counter almost daily.

The supervisors were so kind and helpful.

Overall an amazing experience. A true and unforgettable experience.

Date of stay: September 2018
Trip type: Travelled with family
2  Thank ejaz_nahri
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AccorMakkah H, Manager at Swissotel Makkah, responded to this reviewResponded 29 September 2018

Dear ejaz_nahri,

Thank you for reviewing us on TripAdvisor. It was our privilege to have accommodated your stay upon your serene visit to Makkah.

We are truly enthralled by your amazing review. Wow! Your review would undoubtedly serve as a great motivation for our staff, who despite many challenges have been exerting their heartfelt efforts to serve each and every guest we receive from Heart, the very reason we would like to identify them as Heartists. (Heart + Artists)

Once again thank you for your great generosity. With genuine Swiss Hospitality we've extended you with, we are absolutely pleased that we have earned a loyal guest in you for life.

Please allow our team to be in contact with you, so that we can ensure that you are enrolled in our Le CLub AccorHotels program, hopefully to take great care of you upon your return to us.

Regards,

Mamdouh Salem,
Hotel Manager

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Reviewed 22 September 2018 via mobile

Very good experience always with dedicated & friendly staff. 100/100

Fantastic food, attentive and very near to the Haram. Enjoyable stay throughout my work in Saudi.

Recommended city room for view of the Haram.

Lifts can be a bit crowded during salaah times - 15mins min waiting time. Go early to avoid crowds.

Date of stay: September 2018
Trip type: Travelled with family
Thank Fearless632426
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AccorMakkah H, Manager at Swissotel Makkah, responded to this reviewResponded 22 September 2018

Dear Fearless632426,

Thank you for your excellent review. We are pleased that we got the opportunity to host you upon your serene visit to Makkah.

It is very much delightful to learn that you had a great stay with us. We would like to identify our staff as Heartists (Heart + Artists) for the heartier service they extend from heart to each and every guest we receive and it is with pride we acknowledge your commendations for them.

In regards to your comment on the elevators, we're delighted to notify you that at present we are working on adding in more elevators to our inventory, thus remedying the matter once and for all.

It'd be our pleasure to welcome you again upon your return to the Holy City. Once again, thank you for your recommendation and have a great day ahead.

Regards,

Mamdouh Salem,
Hotel Manager

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Reviewed 19 September 2018

The location is wonderful, the hotel entry & exit are very easy compared to the other hotels in the same tower (Burj Alsa’ah) - the breakfast was delicious & the room very quiet & always very cleanBut the toilet paper holder (in the bathroom) was tilted, the shower had a piece detached from the wall & the water drainage cover was also broken

Date of stay: September 2018
Trip type: Travelled with family
Review collected in partnership with swissotel.com
1  Thank fatima2019a
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AccorMakkah H, Manager at Swissotel Makkah, responded to this reviewResponded 20 September 2018

Dear Fatima A,

Thank you for reviewing us on TripAdvisor. . It delights us to know that you had a great stay with us. Our excellence as a hotel is mainly thanks to our excellent guests like you.

Your generous comments in regards our oversights have been duly noted and will be shared with our team to see how we may improve on these aspects. Rest assured, we shall strive our best efforts in remedying them.

Nevertheless, we hope you'd return to us upon your next visit to Makkah as well. Once again thank you for your utmost loyalty and it'd be our pleasure to welcome you again at your second home, i.e. Swissotel Makkah in the near future.

Regards,

Mamdouh Salem,
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 September 2018

I went there with my parents and grandmothers on April 2018 and stayed for 4 nights. We took the Kaaba view. Rooms were great, wifi was good. Room size was a bit small; but washrooms were super clean. They even had a small sitting area in the shower!
Breakfast spread was too good, they had so many options and the huge crowd shows how many guests there were. The breakfast area was so big. Only the dessert options were really not upto the mark as I thought. The location is great, on one side it's the Abraj al Bait entrance leading to Masjid al Haraam and on the other side it's the main road where taxis and other vehicles are all available. Food courts and other shops are really accessible from Swissotel. Next time In shaa Allah I'm definitely staying here again!

Date of stay: April 2018
  • Trip type: Travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank zareentkhaled
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AccorMakkah H, Manager at Swissotel Makkah, responded to this reviewResponded 18 September 2018

Dear Zareen T,

Thank you for your generous review. We are pleased that we got the opportunity to host your beloved family upon your serene journey to Makkah.

Your review is enthralling! It comes as great delight to learn that you've had a pleasant stay with us. In fact, it seems that your attention to detail has enabled us to truly appreciate how we try to cater to each and every member of your beloved family.

You're absolutely right! At Swissotel, we believe that cleanliness has its own aroma.

We've noted your comment in regards to the desserts and certainly will cascade to our expert chefs who will exert their valiance to improve on the same.

It'd definitely be our pleasure to welcome you again! Please let us know in advance so we can make prior arrangements. Hope to see you soon.

Regards,

Mamdouh Salem,
Hotel Manager

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