Four Points by Sheraton — Hotel in Makkah Al Mukarramah

Marriott Customer service is getting worst and worst. Booked 2 rooms at Four point Makkah. 1 booking for 2 rooms for one night 16-17 dec and another booking for 2 rooms 17-22 dec. Marriott had a promotion book 2 rooms and get the second one 50% off, when I booked the 16-17 dec I saw that promotion, but when i book the promotion on my app I see both room at the regular rate, canceled and rebooked like 3 times but still do not see the 50% off. I called the customer service on 14 Dec 20:00 Montreal airport, and at first even the agent did not understand, but he read the promotion and explained to me that the rate will not show in my reservation, but it will be applied at checkin and I should tell the receptionist that, he said he added the notes to that booking and changed the rate himself. He also saw the 17-22 dec booking and TOLD ME NO WORRY ASK THE RECEPTIONIST AT CHECKIN AND THEY WILL APPLY THE DISCOUNT. I did ask the receptionist on arrival and he said all ok, on 17 dec I had to do checkout and checkin again because it was 2 reservations, and I asked gain and they said yes you have 2 rooms and the discount will apply at checkout. Guess what at check out I was charged full rate for both rooms. and since than emailing marriott and hotel(who ignored my emails like 7 times) and they all have the same answer, you did not book the promotion rate. I al telling them since I booked the promotion rate on the 14 dec (actually the agent did for me) thats mean I KNOW ABOUT THE PROMOTION, so just use logic...WHY WILL ANYONE DECLINE A 50% OFF AND KEEP THE FULL RATE ON HIS ROOM? WHY? JUST GIVE ME ONE LOGICAL REASON, Still the answer in our system it show that you booked the regular rate. WHAT HAPPENED TO THE 1-CUSTOMER IS ALWAYS RIGHT AND 2 IF THE CUSTOMER IS NOT RIGHT SEE 1? Really really disgusted with them, 7 years almost 400 nights and this is what I get for less than 200$ difference? To top that, I booked the second room not because i needed (i was with my daughter only) but to reach the 50 nights in 2024, i ended up with only 46 nights so no platinum, and when I saw that i have been credited with only 5 nights not 10, I contacted the missing night and I was told that unfortunately it will count for only one night and does not matter how many rooms you book at the same day even on different hotels you still get one night, ok I did not know this, and they can see that this is the first time I am booking 2 rooms in my 7 years, so since I had no idea, can you add them this time because i made all my calculation for 2024 including those 5 nights, and again, very bad customer service, sorry but it will not be fair to other members and see ya.... I do not where they moved their custoner service desks (have a good idea) but for the past 2 years IT SUCK big time, no more personal touch, no more going extra mile, all you here is the system said, the computer said, the rules said.... I had bookings for the world cup in june in the USA 2025 for 6 families, and I started moving my bookings to Agoda and booking different chain hotels, cheaper and even sometim litte more expensive but my system and my...

I am quite honestly just shocked at how a hotel with such prestige across the world has been so totally disappointing here in Saudi Arabia. As a frequent traveller I have stayed in 3 star hotels in very delapidated areas which were far better in both service and experience.

First of all, we booked two rooms and one of those rooms had some foul smell in it and the water in the shower failed to even make it down the drain. That was absolutely unacceptable from this so called five star hotel. The towels in the room I shared with my wife were extremely smelly as if they had not been dried properly after being washed. This is not acceptable at all considering freshly washed linen and towels are a very small requirement from such a usually prestigious hotel.

When we complained about this, we were moved to two new rooms - however nobody was sent to help us to move our luggage and my elderly parents had to drag heavy suitcases by themselves. I was very angry about this because as a five star hotel I would have expected a lot better.

In the new room that was given to my wife and I, again there is a problem with the water going down the drain in the bathroom sink.

We were informed by the hotel, there should be a bus taking guests to and from the hotel to the Haram. On the first day we were here, the bus came extremely late and so we missed our Salah waiting for the bus. On the way back, we waited for over an hour and the bus never came to pick us up. We had to end up speaking to other bus drivers and found a kind driver from the Milleniem Hotel who offered to take us there as this hotel is next door to Sheraton. If it wasn't for him, we would have been stuck for a long time standing at the bus stop with no bus coming. On the second day the same thing happened and we had to use a taxi. When I requested to cancel my stay, I was told that's not possible, only credit. Finally when I talked with the front desk manager about the bus problem, he said exactly that's your luck you need to wait till we change the bus company we can't do...

Positives:

Location, right next to an amazing masjid, such a blessing on your doorstep you’d be silly not to go their. Also, the transport shuttle to and from the Haram is superb and efficient. Also, the area is very chilled and relaxed, park friendly with ramps leading everywhere.

Staff are excellent for the basics and room service is also very good quality and value for money.

General upkeep of the hotel si good.

Negatives:

I went for Friday prayers and a strange man attempted to get into my room where my wife and child were sleeping after a long day of travelling and performing Umrah. I’d left a do not disturb sign on the door and that seemed like an invitation for this stranger to knock on the door. He knocked on the door, my wife answered after quite some time and he’d walked a few steps away from the door. Once she did answer he asked if she needed anything. She said she wanted some clean towels and he pretended as though he was going to sort them out and ran away. Who knows what would have happened had my wife opened the door sooner.

We informed the hotel staff and duty manager (08/03/2024) about this expecting them to at least check the cameras and see what it could have been. They simply dismissed the whole thing and said it was a lost hotel resident. How absurd.

Either they simply didn’t understand or they’re just palming off with a little too much nonchalance for something that is in fact extremely dangerous.

I understand it’s difficult to manage every single person that walks in through a hotel door and with the added false sense of security of the lift that requires a hotel room key. The security measures and response from the hotel is laughable and it’s only a matter of time before something ugly happens in this beautiful place.

Also, if you’ve read this far, this hotel as many others buys fake reviews by...