Marriott Executive Apartments Madinah — Hotel in Medina Province

Dear Marriott Management,

I am writing to formally express my deep dissatisfaction with a recent experience at one of your hotels, which has unfortunately led me to decide that I will not be staying at any Marriott property again.

I was scheduled to check out today, but due to work obligations in this business trip, I made the decision to extend my stay by one more night. Over the course of the day, I received more than 5 phone calls from your staff, repeatedly asking about my checkout, despite having clearly confirmed my intention to extend. I expected a smooth, courteous process in line with Marriott’s supposed standards—but that was far from what happened.

To make matters worse, the duty manager contacted me in the final call before I returned to the hotel, insisting that the payment for the additional night had not been made. I explained that I was on my way and that my belongings were still in the room, but he seemed unconvinced. When I expressed my frustration with the way I was being treated, he showed no concern or understanding, and the call ended in a very unpleasant manner.

The final interaction at the hotel only added to the negative experience. I was met with an unfriendly, dismissive attitude at the front desk. When I calmly voiced my frustration, the staff member coldly stated, “This is from management. I’m just a receptionist,” and immediately presented the payment device without a single word of apology or acknowledgment of the poor service.

This experience showed a complete lack of care, flexibility, and respect for the guest—a sharp contrast to what I’ve come to expect from international hospitality standards. I’ve stayed at Marriott properties in several countries and in many other well-known hotels. In similar situations, extending my stay was handled with warmth and professionalism. Often, the staff even expressed appreciation for my continued stay. This was the first time I encountered such careless and unwelcoming treatment.

Not only did this experience sour my impression of this specific hotel, but it has also impacted my view of the Marriott brand as a whole. I did not feel like a valued guest—I felt like a problem to be dealt with. That, to me, is unacceptable.

It is deeply disappointing that a brand of your reputation allows such behavior to represent it. I sincerely hope this feedback is taken seriously and leads to improvements in how your teams are trained to handle guest relations.

Unfortunately, this will be my last stay at any...

I recently had the pleasure of staying at the Marriott Executive Apartment in Madinah. I must say we had a delightful experience. The luxurious suite, equipped with a kitchen and laundry facilities, provided the perfect environment for a comfortable and convenient stay.

One aspect that truly stood out during my stay was the exceptional management style of Syed Rowan Haider. Despite a couple of minor glitches with the appliances in the suite, Mr. Haider's unwavering commitment to service recovery and ensuring our satisfaction was commendable. He was readily available to address our concerns, going above and beyond to make things right. His professionalism and dedication to ensuring a pleasant stay certainly left a positive impression on me.

The highlight of our stay, however, was undeniably the fantastic breakfast and delicious food prepared by the talented Egyptian chef, Hares. The menus were diverse and the flavors were simply outstanding. Not only did Hares showcase his culinary skills, but his friendly and welcoming demeanor added a personal touch to the dining experience.

Overall the entire staff, from the front desk Ghannem to the cleaning staff, displayed a genuine willingness to assist and make our stay comfortable.

While my overall experience at the Marriott Executive Apartment in Madinah was highly enjoyable, I have deducted a star due to the minor glitches we encountered with the appliances. Nonetheless, the prompt and efficient manner in which they were ultimately resolved reflects the hotel's commitment to guest satisfaction.

I would highly recommend the Marriott Executive Apartment in Madinah to anyone seeking a luxurious and comfortable stay. With a dedicated manager like Syed Rowan Haider and talented chef Hares, you can expect exceptional service and memorable dining experiences. The friendly and helpful staff further contribute to the overall positive ambiance...

AMAZING STAFF, LOCATION, & PROPERTY. W/SHUTTLE TO HARAM 5X DAILY. ||I simply can not thank the staff enough for 10 nights stay with family in July 2025. booked 2BR suite, amazing all around. 10/10||In fact, I would give this 12/10 simply due to the kindness, attention, and superior service levels by staff ranging from shuttle driver, housekeeping, and reception. ||Titanium member with 5K nts accrued worldwide, so that says a lot about the exceptional service at this property in worldwide comparison.||Family was well looked after. Parking lot on 1st level gave direct elevator access to room. Mall food court was on same level through secured key doors, so access to many restaurants and food stalls was convenient. Kitchen was fully stocked, and the staff even left the dishes and sink cleaned when we forgot. Much appreciated.||Special recognition to:|- Ms Bayan for amazing support and responsiveness w/reservation and information.|- Mr Raed for his support during stay.|- Mr Akbar at breakfast for his accomodations.|- Mr Yousuf and Mr Mohammed at reception for their follow through on requests, including a quick replacement of the fridge.|- Housekeeping staff for an exemplary job daily for keeping our suite sparkling||Overall, I am truly grateful. Normally stay within walking distance to Haram, but the sheer size of the suites, convenience of walking directly into the largest Mall in city from your room which holds grocery store, restaurants, etc, and the superior service levels experienced, truly make this property an excellent choice for families, especially Marriott elite members who expect superior service levels.||I wish I could write more great things, highly recommend this location to others for your trip...