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“Room for improvement”

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Makkah Clock Royal Tower, A Fairmont Hotel
Ranked #15 of 378 Hotels in Mecca
Reviewed November 5, 2012

Unbeatable location and prestige. Excellent standard of room but little niggles to be improved such as flooding bathrooms but it was a luxurious room and bathroom compared to many hotels I have visited.

They could do with keeping all five lifts working as opposed to 3 and 2 always out of order at such busy times.

Poor customer service and impersonal service. With one day of our stay left our room had a problem with the air con which meant it smelt like a sewer. On request for another room the request for a haram view for our last night (which most of the other guests in our group had), we were curtly informed they were only available to those that were already booked in them althoughj there were rooms available. Very curt and not the kind of response expected.

Location is great but in peak times people start sitting for prayer right outside the mall which does make it difficult to get through to haram if not well before salah times.

Room Tip: Try to ensure haram view and lower level rooms.
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  • Stayed: October 2012, traveled as a couple
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2  Thank LancashireLancashire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Siwar B, Social Media Manager at Makkah Clock Royal Tower, A Fairmont Hotel, responded to this reviewResponded November 5, 2012

Thank you for your post! We are happy to see that you enjoyed the standard of the rooms at Makkah Clock Royal Tower – A Fairmont Hotel and our unbeatable location. We do our best to keep the lifts running at full capacity and we apologize if your wait time was longer than usual. We have forward your comment to the engineering department so that they can investigate and resolve this issue. Finally, we pride ourselves on providing individual and friendly service and clearly we were not performing to our usually standards during your change of room request. For that we are truly sorry. We have discussed this directly with our Front of Office manager who will be exploring this incident to make sure it doesn't happen again. Please let us know if you intend on visiting the Holy City of Makkah again soon (you can email us directly at socialmediamakkah@fairmont.com) so that we can ensure that your favorite room/view is available during your next visit. Thank you again for your valuable feedback!

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1,270 - 1,276 of 2,141 reviews

Reviewed October 24, 2012

Location close to haram is a big advantage. Rooms are beautiful and well furnished. Restaurants are not upto the mark both in quality of food and services.
Lifts have already started to make noise. Infact one lift got stuck too. Probably maintenance is not efficient due to load of hajj. Safe box was not working and despite repeated calls, nobody attended

  • Stayed: October 2012
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3  Thank DrSafiuddin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 12, 2012 via mobile

Stayed here for three nights on 19th floor, the view wasn't that great but the room was grand, well furnished and spacious. Cleanliness was a bit slow as was the service. To reach the mall leading to haram we had to take two separate lifts. Lifts are spacious but few in quantity.
The location is excellent as is bang in front of Abdul Aziz gate.

  • Stayed: October 2012
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3  Thank adeelanwer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Siwar B, Social Media Manager at Makkah Clock Royal Tower, A Fairmont Hotel, responded to this reviewResponded October 14, 2012

Thank you for taking the time to post your feedback! We are so glad that you liked you room and that you found it well furnished and spacious! Please accept our apologies for any delay any service. We have discussed this with our housekeeping and front of office managers who will be taking extra measures to ensure that this doesn't happen again. In the near future we will also opening two new hotel entrances in L1 and L2 to help expedite traffic and guests' movement. Please do let us know if you are coming to Makkah again soon so that we can make sure that you have access to your favorite view (we have rooms that overlook Masjid Al Haram and the Holy Kaaba directly) by emailing us at socialmediamakkah@fairmont.com. Thank you, and we hope to see you again soon!

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Reviewed September 30, 2012

i stayed here for a week and must.say..i regret every second of it. i had one of the best.rooms.in the hotel but the service.and attitude of the security.and other staff stinks.really disgusting.if your are non arab..your packets get searched each time u enter the hotel.there is a lot of discrimination at the hotel. we are not allowed to eat breakfast at the main breakfast area too. appalling food is served to.us. my room costs over R13000 per night...i rather stay at a three star down the road...

  • Stayed: September 2012
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12  Thank ahmed32
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 21, 2012

What i say about this hotel it a excellent hotel with excellent service lft service is very good in hotel and most important breakfast of the hotel is most exc3llent with best service alhamdulillah
I dun have any complain about this hotel seriously because the hotel profit goes directly
Haram expence so it is very good hotel with very good peoples its my pray to god that please never give any probleme to saudi goverment inshallah

Room Tip: Try to give me haram facing am already in ur hotel room 2132 please change the room if u think it is...
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  • Stayed: September 2012, traveled with family
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3  Thank Zain M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 28, 2012

I went to this hotel after i have heared about such a wonderful hotel in makkah to the extent that many sites categorizes this hotel as a 7 stars hotel !!! (i really wondered).
I went there for Umrah during the feast days and i really was expecting an exceptional experience.
From the first moment we entered the hotel entrance , we felt the luxury of buildings and decorations starting from elevators ,furniture and passing through the walls, floors and ceilings ,flowers are everywhere and colours are perfectly selected.

Loctation:
This is the most considering point as this hotel has a perfect location directly facing King Abdulaziz gate as one of Abraj Al Bait complex with its direct access to Al-Masjid Al-Haram.so it is an ideal location especially for our old parents.

Check in:
We have to wait for more than 15 minutes till we reached the recptionist who was an asian man not good in english at all !!

Room:
We had a City view room, well furnished,clean and i really enjoyed it. you have to select a higher floor rooms as u can to enjoy the view. Kaaba view rooms are amazing
Room service is very good and rapidly responding.
I couldnt imagine ... this is the first time of my life in a 5 star hotel that many times i tried to call the reception from my room yet NO BODY ANSWER ?!!!!!

Resturant:
VERY RUDE STAFF NOT PROFFESIONAL AT ALL.
I had 2 very bad experiences; the first: when i tried to have my lunch in the main resturant. when i entered the resturant a man standing told me roughly that i have to pay 185 SR for my lunch, i answered no problem and i gave him my room no. As i have just sitdown to eat the waiter get me the receipt !!! . i tried to sign it but he told me that it is not allowed !!!, i told him i will pay after i eat he told me its not possible?!!!!.. i got angry and i called the resturant manager he was very cold person and he said ok no problem and he will send with me someone as soon as i finished to pay him!!! .. i called the night duty manager, i told him i wonna make a complaint , THEY ARE TREATING ME AS IF I AM A THEIF !!, he said : am so sorry sir , no more actions were taken !!!!
The second: when i am about to take my breakfast and i told the waiter to prepare a table for me, beleive it or not he didnt changed the towels except when i insisted !!!

Food:
I enjoyed the bread soooo much yet the quality of food was good but not superb

Spa:
Jacuzzi has cold water and tthe massage towels were dirty !!!!

Check out:
Smooth. a saudi receptionist there was kind

Overall experience:
A very bad hotel service , not even a 3 stars hotel standards, i will never tried it again
If you dreaming of a 7 star experience you can try Raffels Makkah Palace and if you are searching an excellent 5 star hotel with better price you can try Al Marwa Rihanna by Rotana.

Room Tip: you have to select a higher floor rooms as u can to enjoy the view. Kaaba view rooms are amazing
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  • Stayed: August 2012, traveled with friends
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8  Thank Dr-Bassim
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Siwar B, Social Media Manager at Makkah Clock Royal Tower, A Fairmont Hotel, responded to this reviewResponded September 6, 2012

Thank you for posting your review. Please accept our sincerest apologies if we didn’t meet your expectations. We work hard to maintain an excellent reputation and we take complaints very seriously. As a first step, we have relayed your comments about check-in to our Front-of-Office Manager directly who will be following up with our colleagues. We are also currently undergoing further team expansion and training to help expedite check-in and checkout and to accommodate for as many different language preferences as possible. Lastly, we are very proud of our world renowned signature Fairmont service, but clearly we were not performing to our usual level in the restaurant – and for that we apologize. We have discussed this incident in detail with our Food and Beverage Director who will be exploring this further to avoid a repeat. As a general policy, guests can charge their meals to their rooms. Please do contact me directly at socialmediamakkah@fairmont.com if you would like to share any more details about this incident or if you would like me to update you with any progress. We hope that you don’t take this lapse of service as a reflection of our true standard at the hotel, and please let us know if you intend on visiting the Holy City again soon so that we can ensure you stay is as pleasant as possible. Thank you.

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Reviewed August 25, 2012

its not that close as dar al tawhid , but its close also but u have to walk inside the mall to get to it, stuff are more than friendly and helpful to all ppl and more to old ppl ,food is gd and fresh ,lobby and rooms are luxury and modern more than others macca hotels

  • Stayed: July 2012, traveled with family
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3  Thank mmmm002
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Makkah Clock Royal Tower, A Fairmont Hotel

Address: King Abdul Aziz Endowment, Abraj Al Bait Complex | P. O. Box 762, Mecca 21955, Saudi Arabia
Phone Number:
Location: Saudi Arabia > Makkah Province > Mecca
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#5 Romantic Hotel in Mecca
#5 Family Hotel in Mecca
#15 Luxury Hotel in Mecca
#24 Best Value Hotel in Mecca
Price Range: $150 - $234 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Makkah Clock Royal Tower, A Fairmont Hotel 5*
Number of rooms: 945
Official Description (provided by the hotel):
Just steps away from the holiest site in Islam, Makkah Clock Royal Tower, A Fairmont Hotel is the iconic symbol of hospitality for people from around the globe who have gathered to worship, reflect and contemplate. Standing as the tallest concrete building in the world with 76 floors, Makkah Clock Royal Tower is the focal point of the Abraj Al Bait Complex, part of the King Abdulaziz Endowment project. Its soaring height and proximity to Al Masjid Al Haram allow guests to enjoy unmatched breathtaking views from 945 rooms and suites, while 76 elevators provide easy access to and from Al Masjid Al Haram. The hotel also offers 10 delicious dining options ranging from innovative Asian fusion to the first five-star Saudi restaurant in Makkah. Other amenities include: a female and male fitness center, a Kids Corner playroom, a 24-hour business center, more than 3200 meter squared of flexible function space, and eight state-of-the-art meeting rooms. For the height of exclusive service and privacy, Fairmont Gold promises guests a ‘hotel within a hotel’ experience through a range of privileges like a private reception and 24-hour butler service.. A seamless fusion of Arab hospitality, modern comfort and signature Fairmont service, combine to create an unforgettable experience in this divine setting. ... more   less 
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Makkah Clock Royal Tower, A Fairmont Hotel Mecca

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