Sofitel Shahd Al Madinah — Hotel in Medina Province

Extremely poor service.

Being a platinum member, I have stayed a few times at this hotel previously and I know what to expect.

Room was not cleaned properly.

Breakfast does not have enough waiters. Fruity yogurt not available on many days. The coffee was so bad. I asked the waiter to remake the coffee on more than 2 occasions. Karak chai should not be offered if the chef does not have the time to adequately boil the chai.

Toilet paper not refilled despite calling reception. Toilet paper only arrived after 2 hours and multiple phone calls from the passage phone.

Phone in the room 520 was not working.

Room 620 had such a bad odour we had to move out of the suite and moved to 520 after staying for 1 night. Safety deposit not working in the room 520. It was Not attended to during my entire stay despite reporting this on day of check in.

Insufficient towels provided in the room despite knowing number of guests checked in. The Fridge was dirty. It had Black mould. Not cleaned.

The room cleaning is very superficial and not done thoroughly. With a high turnover rate of guests it makes me wonder if the room is adequately cleaned prior to the next guest check in. The hotel needs to hire more cleaners.

I complained to Karima El Idrissi. Guest relations manager. She promised to attend to issues raised above. Despite Informing her of this the very next day the room was only cleaned at 21h00 only after I complained to her. Shocking! She has this conversation on her WhatsApp.

She was even embarrassed by this service. I was offered a complementary dinner by Karima at 21h00 which I politely refused. I actually found that to be an insult.

Having Stayed at the Darul Tawhid IHG MAKKAH prior to my Sofitel stay, the level of service is chalk and cheese. Worlds apart.

I would think twice about booking my next stay at Sofitel Shahd Al Madina. When you book a room I am so uneasy. I do not know what to expect. It’s like a lucky packet. You may get a bright airy spacious room or a small dark room with minimal sunlight and dark wooden panels on the windows. There is no consistency.

Prior to my hotel arrival I contacted the hotel multiple times via email. Emails are never acknowledged or replied. I even showed the emails I sent to multiple hotel staff to Karima El Idrissi which did not receive a response at all. She was also surprised at the lack of email responses.

Overall extremely poor service.

Please improve your client service especially since you are part of a 5 star ACCOR hotel group.

Positive - the musallah...

An Exquisite Experience at Sofitel Shahd Al Madinah

Having visited Sofitel Shahd Al Madinah numerous times, I am continually impressed by the unwavering excellence in hospitality and the commitment of the entire team, which seems to improve with each stay. This hotel provides an opulent and tranquil escape for travelers exploring the sacred city of Madinah, seamlessly merging contemporary sophistication with traditional Islamic design. The inviting ambiance fosters an immediate sense of calm and comfort.

The accommodations are generously sized and tastefully decorated, featuring cozy beds and elegant furnishings that encourage relaxation. With breathtaking views of the Prophet's Mosque, the setting adds a profound spiritual aspect to the overall experience, making it an outstanding option for those wanting to immerse themselves in the city's essence.

Dining at Sofitel Shahd Al Madinah is genuinely exceptional. The restaurant presents a diverse array of local and international dishes, with a strong emphasis on fresh, lovingly crafted meals. The breakfast buffet is particularly remarkable, offering an extensive selection that caters to various palates, ensuring a delightful morning.

What truly distinguishes this hotel is the genuine warmth and attentiveness of the staff. Every interaction is imbued with respect and care, reflecting the love inherent in the holy city of Prophet Muhammad (peace be upon him). Their commitment to making guests feel valued and welcomed adds a personal touch to the overall experience.

The hotel's superb location is another major advantage, facilitating easy access for prayer and exploration. This makes Sofitel Shahd Al Madinah not merely a place to stay but a heartfelt journey that enriches one's appreciation for the sanctity of Madinah.

Sofitel Shahd Al Madinah is an outstanding choice. It offers a perfect combination of comfort, luxury, and spiritual connection, ensuring that every visit is truly memorable. I wholeheartedly recommend it to anyone seeking a profound experience in one of Islam's...

Regrettably, I am unable to rate this establishment as a five-star hotel. Initially, there was a significant delay of approximately one and a half hours in delivering the luggage to the room, which unfortunately caused a disruption to prayer time. Despite repeated calls to the reception, promising immediate assistance, the wait continued. Secondly, the security personnel exhibited discourteous behavior. Upon returning from prayer with my three-year-old son, even though an elevator was available, we were denied access due to the arrival of VIP guests, resulting in a ten-minute wait. This left me feeling unacknowledged as a valued customer, particularly when considering the inconvenience of preventing my son from using the elevator. Thirdly, the iron provided in the room was of poor quality, causing damage to two of my Thobs due to burns and water stains, resulting in a loss of over 500 SAR. Fourthly, on the third day of my stay, the access cards ceased to function. After waiting for approximately ten minutes following a call to reception, no assistance arrived. Consequently, I had to personally visit the reception to resolve the issue, while my family waited for about fifteen minutes to access our room. Fifthly, loud whistling sounds were unexpectedly heard at midnight, around 3-4 am, almost every day, which caused my son to scream. The cleanliness and size of the room also did not meet expectations. The insulation in the rooms was not as expected either.

The only positive aspects of the hotel were its convenient location for families and the excellent service provided by Abdolbasit during luggage check-out, who was the most cheerful and helpful employee I encountered. The house keeping team as well were supportive and helpful in floor 9.

Unfortunately, the stay was not pleasant, especially considering the expectations associated with a five-star hotel and the value for money. Despite raising these concerns with the staff, the only response received was an apology and a promise that such issues...