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“Fabulous hotel, but with severe service flaws”

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Makkah Clock Royal Tower, A Fairmont Hotel
Ranked #13 of 360 Hotels in Mecca
Riyadh
Level 6 Contributor
253 reviews
44 hotel reviews
common_n_hotel_reviews_1bd8 131 helpful votes
“Fabulous hotel, but with severe service flaws”
Reviewed September 30, 2013

Stayed here for 2 nights recently and we loved our Junior Suite. The place was enormous and the views of the Haram were amazing. The room could easily host a dinner for 15 people without getting congested!

The few issues that really drive visitors crazy are the extremely slow check-in process. We arrived at 9pm from Jeddah and were not checked in until after 11. This is absolutely unacceptable for a property such as this. Either the staff are not well trained to deal with high traffic or they just don't care enough to provide better customer service. I hope it's the former - at least this can be addressed by the hotel management. Unfortunately, for a place such as Makkah where the flow of guests is continuous, I think the hotels know that people will come regardless, so they really don't make any attempt to fix their issues.

The check-in guy was pleasant, but after standing in line for such a long time, I wasn't in a good mood. We had planned to check in, drop our luggage, freshen up and go for Umrah and be back by midnight. Didn't happen - we were just left with extremely cranky kids who wanted nothing more than to sleep by that time.

The breakfast, for us, was very nice. We were able to find a spot easily on both days and were able to enjoy the various options. It's not a huge spread, but really - it is more than enough to suit everyone's needs and tastes. The service we received at the restaurant was also fine - we had no issues with the waiters. They were polite and responded to our requests in a timely manner.

The lifts do take awhile to come and go, and it's a headache to take the different elevators and go thru the maze, but I guess this is something hotel really cannot address. It is what it is :)

The few things I'd fix:

1) Increase efficiency for staff. Check-in should not exceed 10mins per customer. Most people have already made reservations, pull it up, copy the IDs, take the payment, punch the keys and you're on your way - I don't understand what the problem is? :)

2) The parking needs to be better marked - we went round and round the Haram for a good 40minutes before I was told where the parking was. It's in the tunnel under the Masjid, but no signs there. The whole Abraj complex should be well pointed out - it's the biggest building in town!

3) Getting our car from the parking took over 40minutes. Again, unacceptable.

So overall, the comments are that this property has great rooms and other amenities but is lacking in the quality of service. Would I recommend this - yes, with the note that don't expect Dubai-level customer service and efficiency.

  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Mohammed B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (170)
Date | Rating
  • Arabic first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Russian first
  • Spanish first
  • Turkish first
  • Any
English first
Karachi, Sindh, Pakistan
Level 3 Contributor
14 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed September 26, 2013

it is a dream of every muslim to visit the holy land of makkah al mukkarrama and medina al munawwarah and allah subhanahu watala blessed us by giving the oppurtunity to visit this beautiful place,and we really enjoyed our trip makkah clock royal tower is great we had a marvellous experience of good food,shopping,hygiene and other services,there are many oppurtunities and choices for those who come for the holy pilgrimage of hajj and umrah in this hotel, its the nearest and best accommodation in haram area of masjid al haram and the view of the masjid from its rooms is beautiful which you wil never forget. besides makkah clock royal tower there are other choices too at the same location which can also be helpful if considered thoughrully to avoid discomfort and time wastage. i pray for all muslims that every may get a chance to visit masjid al haram and masjid al nabawi (the prophet,s mosque)saww. Ameen.

  • Stayed October 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
6 Thank SanaiqbalSiddique
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Samah Z, Social Media Manager at Makkah Clock Royal Tower, A Fairmont Hotel, responded to this review, October 22, 2013
Dear Sana,
Congratulation on your visit to the holy city lately and thank you for your wonderful feedback! We are so happy to see that our hotel met your expectation and will made your trip unforgettable. Thank you for choosing to stay with us, and we hope you will have an opportunity to return and enjoy Makkah Clock Royal Tower, A Fairmont Hotel in the future.

Best Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cairo, Egypt
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed September 3, 2013 via mobile

The hotel is the best in Makkah for sure , the location is perfect , the food high quality and many varieties .the rooms are wide and with high end decoration .i really recommend this hotel . My kids were with me and they really enjoyed their first omrah

  • Stayed February 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank mona e
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed September 3, 2013 via mobile

Unbelievable ,amazing&VIP place .clean and modern furniture . Don't bring your car but use taxi to reach the hotel . 5 minutes to reach Kaaba. 5minute to reach a lot of restaurants in the mall downstair .

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Hamed_AlEssa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Samah Z, Social Media Manager at Makkah Clock Royal Tower, A Fairmont Hotel, responded to this review, September 6, 2013
Dear Hamed,
Greeting from Makkah
Thank you for your wonderful feedback .We are very pleased to know that you enjoyed your time and stay at Makkah Clock Royal Tower – A Fairmont Hotel and would like to express our sincere thanks for the kind words. We shall be looking forward to be your host during your next visit to the holy city.

Best Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Riyadh, Ar Riyad, Saudi Arabia
2 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed August 22, 2013

I am writing this review from my suite 2215 and my stay has been terrible. Below is what happened:
1- among my arrival, I realized that the hotel had no valet parking service. All surrounding hotels including Raffles, Swissotel, Rotana and Mivenpick provide valet parking. My brother at Raffles is not having issues with that.
2- despite booking a suite with Kaaba view at a ridiculous price, it took the hotel more than 90 minutes to check me in. During my waiting time, the Fairmont failed to offer an apology or even sone water for exhausted travelers...
3- In addition to the fact that no valet parking service exists, it seems that hotel management is deliberately instructing its security guards to block guests from parking cars at the P5 level which is allocated to cars of Fairmont guests. I was denied access twice during my stay, and after I was denied I went walking to the parking area and it was quasi empty in both instances. Shame on you Fairmont!! If you do not know Makkah, then you should know that the nearest parking place to this hotel is about a 30 minute walk from Kudai area.
4- the suite was not clean and was a total mess when I first checked in.
5- I asked for laundry pick-up several times and was faced with total ignorance before I complained to a nice lady at reception who handled things well.
In summary, there are many other choices within King Abdulaziz Endowment and around Haram, but Fairmonth shouldn't be on your list..!

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank JTurkistani
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level 3 Contributor
24 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed August 2, 2013

Enjoyed the month of Ramadan
With family
The view is outstanding of the holly kabba
I would like to encourage anyone who wants to visit macca to stay there
Food is great.
Clean and elegant room.
If you like to enjoy umrah or hajj.highly recommend

  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Nadola
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Samah Z, Social Media Manager at Makkah Clock Royal Tower, A Fairmont Hotel, responded to this review, August 5, 2013
Dear Nadola,

Greeting from the Holy City.

Thank you for your wonderful feedback! We love to hear such positive comments about our hotel. We are glad that you liked the food and you found the room clean and elegant. Thank you again for choosing to stay with us, and we hope you will have an opportunity to return and enjoy Makkah Clock Royal Tower, A Fairmont Hotel in the future.

Best Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level 1 Contributor
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed July 28, 2013 via mobile

This hotel is majestic! Simply the best money can buy. But it's a maze, the elevator system is a real life problem. You might wait from 1 min to 15 mins & still might need to change the elevator depending on which floor your in.

The staff tries their best but unfortunately no where close to being an employee of this hotel. Many do not speak English, I was charged twice a large amount on my card and until today I haven't been refunded.

Now the rooms are very nice, very luxurious if your staying in the golden section like I did. My friends were in the lower floors and honestly I have seen better hotels near by for the same price with better facilities.

The food was great but not everything was available.

Bottom line can't complaint a lot, after all we go to Makkah for praying and to cleanse, most of this doesn't matter. But my honest opinion, look for some other hotel, this one is not well managed.

  • Stayed June 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Fahadaldosseri
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Samah Z, Social Media Manager at Makkah Clock Royal Tower, A Fairmont Hotel, responded to this review, July 31, 2013
Dear Fahad

Greeting from the holy city!

Thank you for posting such a detailed review and sharing your experience with us! We are very happy to hear that you enjoyed your stay at Fairmont Gold and you liked our rooms. We sincerely apologize for any inconvenience with the elevators. We are working hard to make sure that all the elevators are working to full capacity to avoid any wait time, and are currently posting clear signage to help with directions. We also ask that you please email us at socialmediamakkah@fairmont.com with more details if you still didn't receive your refund! Thank you again for choosing to stay with us, and we hope you will have an opportunity to return and enjoy Makkah Clock Royal Tower, A Fairmont Hotel in the future.

Best Regards
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 Makkah Clock Royal Tower, A Fairmont Hotel

Property: 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
#6 Family Hotel in Mecca
#13 Luxury Hotel in Mecca
#27 Best Value Hotel in Mecca
Price Range (Based on Average Rates): $$
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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