First of all, the location of this hotel (and all hotels in the Abraj complex) is second to none, situated just a minute walk to the holy mosque. Due to the structure of the hotel, Rotana provides a hit or miss experience, which means your experience positive or negative will really depend on your luck and expectations.
We booked a room with the "Kabah" view, reception staff were efficient and friendly. First we were taken to a room with v poor view, after complaint we were shifted to another room with full panoramic view (attached pictures) which was amazing, however the furnitures were v old, rusty and the room extremely dusty and dirty. Another complaint and we were shifted and upgraded to a suite on a high floor thanks to the excellent customer service who did their best, the view and the room this time were perfect and i was satisfied. The suite is quiet spacious, with live-streaming prayer, which means you can pray along with the Imaam in your room facing the kabaah at your window! I am attaching pictures to this review to help people with the selection of their rooms and the type of views available in Rotana. From my experience the rooms on the HIGHER floors are the good ones, with new furnitures etc, the lower floor rooms are the older run down ones. Also keep in mind that a large number of rooms are privately-owned which you can't access (the rooms with the best views are privately owned)
Breakfast had excellent selection, it's the same everyday but Rotana made sure there was food available for all cultures. There is also a lunch and dinner buffet which is also excellent. In Room Dining quality was average, i would skip it.
The elevators are spacious which lessen wait times, never had to wait long. The hotel is situated above a massive mall which makes shopping experience a breeze and access to food court easy (although i didn't like the food quality at the mall food courts)
Overall, i like this hotel, it provides a comfortable stay and i will most likely return. Although the experience can be hit or miss, which means you may end up with a bad room, or not getting a view you paid for. The hotel's customer service does it's best to resolve issues and i truly appreciate the guest relations department, however if the hotel is full you may be forced to accept what you have if you aren't lucky. My recommendation for this hotel is to renovate and update every single room in the hotel equally, and be more clear about each room's view, such as labeling them as "full" or "partial" kabah view, etc.
take a high floor, make sure its one of the new rooms not the old ones. Book early to get good rates...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mr. Sir,
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Thank you for sharing your experience with us, we appreciate you taking the time to make us aware of your delightful experience during your recent stay.
It is truly rewarding when a guest recognizes our staff’s efforts and takes the time to say thank you. Your comments will be shared with our entire staff, as reinforcement to continue their efforts to make Al Marwa Al Rayhann Makkah a leader in excellence.
Looking forward to the opportunity of serving you in the future at our Hotel in Makkah.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.