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“Extraordinary Service Review”

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Al Marwa Rayhaan by Rotana-Makkah
Ranked #11 of 360 Hotels in Mecca
Certificate of Excellence
jeddah
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Extraordinary Service Review”
Reviewed April 26, 2013

What brings us back to Al-Marwa Rayhaan Rotana is the people foremost. It is staff like Mr. Ibrahim Dobiani that makes us come back. He always goes the extra mile for us. We feel at home and its always nice to have someone check on us. Our last stay is not the last and we can not wait to come back soon. My sincere gratitudes to Ibrahim on an excellent and personalized service he granted us. Keep it up! I feel like leaving behind my family.

Room Tip: closeliness to Haram and cleanliness and foremost the staff
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  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank rami d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
almarwarayhaan50, General Manager at Al Marwa Rayhaan by Rotana-Makkah, responded to this review, April 27, 2013
Dear Rami,

Thank you very much for posting this review and sharing your feedback regarding your recent experience at the A Marwa Rayhaan by Rotana - Makkah.
I am very glad to know that the level of our services and facilities exceeded your expectations, giving you an enjoyable stay all throughout.
More importantly, the motivational comments mentioned about our staff & especially Ibrahim , will definitely be shared with our colleagues, as such flattering remarks continuously inspire us to do our utmost in everything that we do.
Once again, we acknowledge your feedback and we look forward to welcome you again on your next visit!

Mostafa Tantawi
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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676 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (84)
Date | Rating
  • Arabic first
  • English first
  • French first
  • German first
  • Indonesian first
  • Russian first
  • Turkish first
  • Any
English first
Middle East
Level 6 Contributor
256 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 206 helpful votes
Reviewed April 25, 2013

My family and I stayed there last year, and had a deluxe suite booked with a Kaaba view.
It took us almost an hour to check-in, and the behavior from the receptionist seemed to be like it was business as usual(a benefit of doubt could be given to the hotel to some extent as it was slightly busy those days in Mecca). I found other people who came after me being checked in before me (maybe it was a matter of the specific rooms that were booked for us that were not ready)Once we went to the rooms, we found them clean, but lacking of amenities that we had experienced in other similar hotels. The suite part was that a usual bed room had been turned into a living room by putting sofas in it, and this was attached through a door to the adjacent room which was the bed room. The rooms were spacious and clean and comfortable. The housekeeping service was average to above-average. We found the two bathrooms to be small and cramped.
The hotel is very convenient as regards to the proximity to the Haram/Kaaba, and this is a huge advantage with small kids. It is right opposite to the Raffles (a much superior hotel in all aspects) and exactly the same distance for the Holy Mosque. The other advantage is thad the buffet breakfast served at this hotel is of very good quality, and especially has choices and variety that is kids friendly as well.
Overall, excellent for location. Above average for comfort and cleanliness. Above average for food served. Average for service. The need to improve their service, and know how to win a customer. For the price of the rooms, I would suggest may be paying a similar price or paying a bit more, and choosing either the Raffles or the Fairmont Makkah Clock Tower.

  • Stayed September 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank arshadmian786
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
almarwarayhaan50, General Manager at Al Marwa Rayhaan by Rotana-Makkah, responded to this review, April 27, 2013
Dear Arshadmian,

Thank you very much for taking the time to share with us your experience during your recent stay and apologize for any inconvenience you may have experienced.
It is our goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve.
Once again, we appreciate you taking the time to share your comments with us.
Sincerely,

Mostafa Tantawi
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level 2 Contributor
6 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed March 28, 2013

Reception service is not up to par. Preference always given to native speaking guest. Request made almost every time never fulfill. The only person deserve mention Mr Nidal Alayan and the concierge team.

  • Stayed March 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank family_rizal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nidal A, General Manager at Al Marwa Rayhaan by Rotana-Makkah, responded to this review, April 1, 2013
Dear Family Rizal
I greatly appreciate you taking the time to share with us your experience during your recent stay and apologize for any inconvenience you may have experienced.
It is our goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve.
Once again, we appreciate you taking the time to share your comments with us.
Sincerely,
Mostafa Tantawi
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cairo, Egypt
1 review
Reviewed March 24, 2013

Everything was great; the staff, the room, the facilities and the breakfast.
Inshaa Allah it will be my permanent choice in Makkah
Only thing try to get a separate room better than one room of connected rooms as sometimes the sounds might be so close to disturb ur period of rest or sleep

  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank heba31305
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nidal A, General Manager at Al Marwa Rayhaan by Rotana-Makkah, responded to this review, April 1, 2013
Dear Mrs. Hiba
Thank you for choosing to stay at Al Marwa AlRayhann Makkah by Rotana. I very much appreciate that you took the time for sharing your delightful experience during your stay at our Hotel. .
We hope to have the opportunity to welcome you back at our Hotel on your next visit and thank you for your comments.

Sincerely,

Mostafa Tantawi
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Louisville, Kentucky
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed March 21, 2013

The hotel is clean and the staff mostly friendly. Our check in guy was rude! (cannot say this for everyone). Excellent location (walk to Haram in 3-4 minutes). Excellent breakfast. Shower is tiny and not waterproof (water leaks to the floor). The biggest problem here is getting out of the hotel! My taxi could not get in as the security wouldn't let him in. When I talked to the front desk, I was told to give the taxi number to the concierge. The concierge guys were not at all helpful (they have their own taxi service). I had to go myself to the security in the basement and give the car details to the security guy. The security guy was worse. He doesn't understand a word of English and started shouting at me in Arabic! (I shouted back in English)!! The car was allowed in but the driver was under constant abuse from the security as the security was asking him to leave (they don't want him to wait even for few minutes for the guests to come down)! How can this be accepted from a 5-star hotel?!!

  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank noushadk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nidal A, General Manager at Al Marwa Rayhaan by Rotana-Makkah, responded to this review, March 24, 2013
Dear Mr. Noushad,
I greatly appreciate you taking the time to share with us your experience during your recent stay and apologize for any inconvenience you may have experienced.
It is our goal to consistently provide superior service and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve.
Once again, we appreciate you taking the time to share your comments with us.

Sincerely,

Mostafa Tantawi
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dubai, United Arab Emirates
Level 5 Contributor
82 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
Reviewed March 16, 2013

the location is excellent, situated few meters away from Mosque. the staff is very professional friendly. breafast buffet is of high standard. the hotel is elegant and so is the room we stayed in.

will I stay there again ? Big Yes.

Room Tip: choose a room with a partial Haram view or full Ka'abah view.
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  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Handasa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nidal A, General Manager at Al Marwa Rayhaan by Rotana-Makkah, responded to this review, March 24, 2013
Dear Mr. Handasa
Thank you for choosing to stay at Al Marwa AlRayhann Makkah by Rotana. I am very much appreciated that you took the time for sharing your delightful experience during your stay at our Hotel. .
We hope to have the opportunity to welcome you back at our Hotel on your next visit and thank you for your comments.

Sincerely,

Mostafa Tantawi
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dubai, United Arab Emirates
Level 6 Contributor
95 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 118 helpful votes
Reviewed March 15, 2013

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.

Room Tip: take a high floor, make sure its one of the new rooms not the old ones. Book early to get good rates...
See more room tips
  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank walkingtheearth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nidal A, General Manager at Al Marwa Rayhaan by Rotana-Makkah, responded to this review, March 24, 2013
Dear Mr. Sir,
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.

Sincerely,
Mostafa Tantawi
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Al Marwa Rayhaan by Rotana-Makkah

Property: Al Marwa Rayhaan by Rotana-Makkah
Address: King Abdul Aziz Gate, Abraj Al Bait | PO Box 9601, Mecca 21955, Saudi Arabia
Location: Saudi Arabia > Makkah Province > Mecca
Amenities:
Business Center with Internet Access Kitchenette Restaurant Room Service Suites Wheelchair access
Hotel Style:
#11 Luxury Hotel in Mecca
#19 Best Value Hotel in Mecca
Price Range (Based on Average Rates): $
Hotel Class:5 star — Al Marwa Rayhaan by Rotana-Makkah 5*
Number of rooms: 481
Official Description (provided by the hotel):
Located in Makkah's new Abraj Al Bait development, Al Marwa Rayhaan by Rotana - Makkah is Rotana's first hotel to open in Saudi Arabia under the new brand Rayhaan Hotels & Resorts by Rotana, offering 481 well appointed rooms and suites with luxurious bathrooms and modern design complementing the values of the contemporary Arabian culture. With 415 rooms and suites newly renovated and refurbished with view of Masjid Al Haram and the Kaaba, you can make your stay even more relaxed and comfortable. This 5 star hotel is offering an uncompromising alternative that upholds the world-class standards synonymous with the Rotana name. ... more   less 
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Also Known As:
Al Marwa Rayhaan By Rotana-Makkah Hotel Mecca
Al Marwa Rayhaan By Rotana-Makkah Mecca

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