Madinah Hilton — Hotel in Medina Province

Terrible experience. The manager at the front desk displays rudeness and a sole interest in extracting money. I made my reservation through Agoda, which clearly indicated a maximum occupancy of three adults. However, upon arrival, I was allocated only one king-sized bed, which was exceptionally firm and not at all comfortable. Astonishingly, they demanded an additional £72.72 for a second bed. This manager seems to expect three adults to share one bed. To compound the issue, when I pointed out that the Hilton website specifies this room for two adults and one child, it was clear that there's a glaring misrepresentation compared to what Agoda advertised. It's a matter of common sense that three adults can't comfortably share one bed, especially in a place of religious significance like this. Hilton is being dishonest. The hotel rooms are outdated and in a state of disrepair. The beds fall short of the comfort expected in a 5-star establishment, and the bathrooms urgently require renovation. It appears that new management is needed to uphold the reputation of the HILTON brand. My stay at HILTON Madinah has been deeply disappointing.

I wish I could rate them zero stars. This hotel requires significant attention. The rooms are antiquated, and the charges they impose are disproportionately high for the level of service offered. The hotel doesn't live up to its lavish descriptions and is unjustifiably overpriced. It lacks the ambiance of a genuine 5-star hotel and more closely resembles a 3-star one, without merit for the expense. I've incurred substantial financial loss for this one-night stay when I could have chosen a superior hotel. I intend to pursue legal action against these dishonest individuals. I'm here with my elderly mother, and I don't wish to disrupt her rest. Consequently, I'm stuck with this uncomfortable bed for the night.

Following my review, they responded, stating their intent to consider my feedback. Unfortunately, this appears to be their customary reply. However, they remain adamant about not refunding the money erroneously charged to my debit card or replacing the subpar bed. It seems they persist in maintaining their current standards, possibly due to a consistent influx of reservations from pilgrims visiting holy sites. Their responses appear pre-scripted, and they exhibit reluctance in compensating their guests for their errors.

Moreover, they charged me extra for a single bed through my debit card, and the transaction clearly indicates that I made the payment, albeit under protest. The truth is, the majority of their guests are foreigners, making it seem like they can exploit us with impunity, knowing that legal action may not be feasible since we don't reside in this country. They offer no viable solutions other than extracting more money from...

This was not a very pleasant experience here: Negatives:

We had booked 3 King bed rooms almost 2 months back and on reaching the hotel they informed us that they had none available. They had only one queen bedroom and 2 twin bed rooms available for us which was a big negative as we had kids and elders with us who required wheel chair assistance but they did not help us saying that the hotel is fully booked and they will not do anything now. They said they will provide an extra bed for our rooms but adding an extra bed was a nuisance all together because the height of the extra bed was lower than the twin beds and on top of that there was no space left in the room when you add an extra bed so we opted out for the extra bed. We had paid extra amount for the king beds but we were not given the kind beds. A big no no to stay at this hotel.

Another problem was that the staff was not very courteous or helpful they would leave you on your own saying they are busy or they have too much work during breakfast. It kind of felt like they were rude or not really happy to have their guests or help them.

At breakfast there is so much shortage of staff that if you ask for anything from their staff they will upfront ignore you or just give a nod and not come back.

Overall I would definitely not recommend staying here if you are looking for comfort or at the least courteous staff.

The room service is so poor that they will not come to clean your room even if you put the clean my room card, you will have to call them several times and then they sent someone to clean the room, even after cleaning when you see the room you will find that they do not vaccum the carpet for days. This is not what you expect from such a reputed brand like Hilton but my experience of both Madinah Hilton and Hilton Suites Makkah is very bad.

The breakfast is just okay, the chef that cooks eggs would always overcook them from bottom side and so they need to have someone better do this job.

Whenever I visit Madinah again I will definitely not want to stay here with this kind of service.

Positives: It is one block away from the entrance of the masjid so it is very close to the masjid.

It has shops all around so everything is available nearby only.

Some of the security staff is humble so when you return from Salah they would help you get the elevators fast.

The check-in was very fast though they gave us different rooms than what we had booked.

Very few positives that too not worth paying so much money to stay at this hotel.

I would definitely want them to have a look at their management and convey them my message about the experience I had which...

Madinah was the first stop of my wife and I in Saudi Arabia (our very first visit). We stayed from 15th January 2025 for five days. We had mixed expectations. The Hilton Hotel in Madinah was the most perfect place to stay. The hotel was less than five minutes from the Prophet’s Mosque: Al Masjid an Nabawi and it was very clear that the hotel staff loved their job and understood the privilege of being able to work and live in Madinah. I have stayed at many different hotels, but the service provided by the staff at The Hilton Hotel Madinah went above and beyond! In Arabic, someone with such professional heartfelt welcoming friendliness would be regarded as having “good adaab”. The Hilton Hotel staff had “excellent adaab!” Whoever recruited the staff for this hotel is truly gifted. It was the type of hotel experience that the Government of Saudi Arabia Tourist Board should award.

As a consequence of the quality of staff based at the Hilton Hotel, my wife and I had a perfect start to our trip in Saudi Arabia.

Sharif Salim, Zakaria Yahia and Tariq Butt were senior staff of the dining hall. All three had very challenging moments and displayed utterly superb professionalism in dealing with issues of customer service. They maintained their composure and never forgot what their responsibilities were – This type of skill cannot be trained, they were born with it.

Mohammed Ismail – an Assistant Chef had probably one of the best palettes I have seen in a single chef for many years. Mohammed could prepare food from almost any part of the globe excellently well. We were highly impressed. His colleague Mohammed Gouda had the patience of a saint.

Our time in Madinah was mainly spent praying at Al Masjid an Nabawi, but it was also necessary to eat and prepare for our trip to Makkah. The locals in Madinah were very accommodating and our time there felt very safe and secure. At teatime Yusra and Buthaina of the Hotel café demonstrated why the Hilton Hotel had to be the accommodation of choice in Madinah. Never rude and always friendly.

Two more staff that has to be mentioned:

Mehdi Hassan (House Keeping) Khairul Miah (House Keeping). They undertook a very hard job and always with a smile.

I sincerely hope that the Hilton Hotel Madinah staff get the Highest Rewards for their very hard exemplary work. We cannot wait to return to the hotel in the future...