Mövenpick Hotel & Residence Hajar Tower Makkah — Hotel in Makkah Al Mukarramah

Our experience at Mövenpick Hotel & Residences Hajar Tower Makkah was profoundly disappointing and entirely unworthy of a hotel that claims to offer 5-star service. We arrived at 3 AM on July 15, after nearly 24 hours of travel, with elderly family members and young children, expecting a smooth check-in to our prepaid booking of three triple rooms and one quad room. What followed was a series of failures and unacceptable treatment.

We were met by a bellboy who was aggressive and uncooperative, refusing to allow us to separate our luggage according to our booking. The front desk staff were equally unwelcoming—cold, dismissive, and indifferent to the needs of tired children and elderly guests. Despite paying in advance, our room allocations were incorrect. Instead of the four rooms we booked, we were asked to view a one-bedroom suite that clearly could not accommodate our group. Only after protesting were we eventually provided a triple room and a king room with two extra beds—which took until 5:30 AM to arrive. Meanwhile, the room was not properly cleaned, the phone did not work, and our luggage took over 30 minutes to reach us.

When we finally went to sleep around 7 AM, we were woken again by loud construction noise at 9 AM. This noise continued daily, and I began documenting it because of how disruptive it was. There was also ongoing noise from an adjoining room. To make matters worse, we were later told our 7-night booking was only recorded as 5 nights and we would have to wait until the fifth night to “confirm” the rest. This is completely unacceptable for a hotel of this supposed caliber.

I raised all of these issues directly with hotel management during the stay and then followed up with a formal written complaint to Mövenpick via email. The response I received was shockingly indifferent—it essentially conveyed that they couldn't care less. No accountability, no genuine apology, and certainly no effort to make things right.

The stay just got from bad to worse. With the construction noise continuing all hours of the day and night everyday. The front desk staff’s response was ‘do you expect us to close the hotel’.

Also, the icing on the cake was when a fat rat fell from the ceiling onto the food being served for breakfast. That was the final straw for my poor parents, who abandoned breakfast after that.

Eventually we stopped complaining and just waited for the stay to end. I’ve documented everything with photos and videos, looking forward to exposing this hotel for what they are.

This entire experience fell drastically short of basic hospitality standards, let alone the expectations of a Mövenpick or any reputable 5-star hotel. I would strongly advise families—especially those traveling with elderly or young children—to avoid this property. Our previous stays at Swissôtel Makkah were worlds apart in terms of professionalism, service, and guest care. Mövenpick Makkah simply does...

I recently had the pleasure of staying at Mövenpick Hotel & Residences Hajar Tower Makkah, and I must say that my experience was truly exceptional, particularly thanks to the outstanding service provided by Mr. Sahajan, the Guest Review Supervisor, and Kaimul Hasan, a dedicated housekeeper.

From the moment I entered the room, I was impressed by the high standard of cleanliness. The room was immaculately maintained—floors were spotless, the furniture was dust-free, and the bedding was fresh, clean, and neatly arranged. Kaimul Hasan ensured that everything was in perfect order each day, demonstrating great attention to detail and consistency in his work. His respectful attitude and willingness to assist with any special requests made a very positive impression.

The bathroom was also maintained to an excellent standard. Every surface—from the sink to the shower—was sparkling clean, with no traces of water stains or soap residue. Fresh towels were provided regularly, and toiletries were neatly restocked without needing to ask. The overall hygiene and tidiness of the bathroom reflected a very professional level of housekeeping.

Throughout my stay, Mr. Sahajan followed up with me personally to ensure everything met my expectations. His polite and professional demeanor, along with his genuine concern for guest satisfaction, made me feel truly valued. He was attentive to feedback and made sure that any concerns were addressed immediately and courteously.

Overall, my stay at Mövenpick Hajar Tower Makkah was made memorable by the exceptional cleanliness and warm hospitality I received. I highly commend both Mr. Sahajan and Kaimul Hasan for their dedication and professionalism. I would not hesitate to recommend this hotel to anyone visiting Makkah, and I look forward to returning...

Me , my sister and mother stayed there in 8/2025 for umrah and it was the worst hotel (if you dare call it a hotel) experience ever|We originally reserved a 3 bed bedroom (which we asked about the availability of such thing as opposed to a double bedroom with an extra crib) but upon arrival we discovered that it’s indeed a 2 bedroom with a crib . |The fridge door was also broken had frost inside . |There was also a used q-tip on the floor ( and that wasn’t the most disgusting part)|When we called the reception for help an arrogant , unprofessional and disrespectful person came to us and said that the 3 beds bedroom advertised is actually a part of the new floors and it’s not what we reserved and actually said ( how much did you pay ? The 3 beds bedroom is 100Sr more expensive and this is what your money paid for ) the audacity !!|After much hassle they changed the bedroom with a supposedly better one (with a real bed not a crib) |However we casually found a cockroach on the wall (of a 5 star hotel room on the 25th floor of Mecca where you’re supposed to pray ) |The TV was also broken and we called in someone to change it but they never came , and they didn’t move our bags from the old room . |Only after we showed the manager the picture of the cockroach that they gave a decent room ( the one that was originally advertised as the 3 beds bedroom)|The fridge was also broken , barely cooled anything but at this point we were tired of complaining.|But after all ,How do you expect us to sleep in beds while we’re left doubting the cleanliness of everything with q-tip and cockroaches?|We’ve never been treated with such disrespect anywhere else .|I visited motels with better service, hospitality and cleanliness. |Never never again with movenpick |Don’t waste your...