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“Poor breakfast”

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Pullman ZamZam Makkah
Ranked #10 of 360 Hotels in Mecca
1 review
“Poor breakfast”
Reviewed February 11, 2014

I have been to makkah few times and have stayed in various hotels but this time i selected to stay at pullman zamzam. I was staying with my family in a presidential suite kaaba view for 5 nights. Being an international hotel and knowing that people come from all around the world there wasnt any choice of breakfast other than arabic in all 4 serving resturant and on asking resturant staff got a reply in a very rude way saying we have sausages and boiled egg for you people. Breakfast times are from 06:30-10:30 but after 10:00 no refilling so anyone coming at 10 suffers. Took all the buffet away by 10:15 and on asking staff they telling me why didnt i come earlier. How rude is that. Well overall i would say i wouldnt ever come neither recommend this hotel in future. Many other hotels at the same distance to haram. Stayed at hilton makkah last year and was superup. Breakfast was also mindblowing with all different cusines.

  • Stayed February 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Telelover
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hesham K, Quality & Attitude Manager at Pullman ZamZam Makkah, responded to this review, February 13, 2014
Thank you for your comments sent via our website, concerning your stay at Pullman ZamZam. I have since had an opportunity to review your concerns with the management team at the hotel.

I was sorry to learn about your breakfast experience , Your comments have been
reviewed with the Food and Beverage Manager and corrective measures have been implemented to avoid a similar situation occurring in the future.
I was disappointed to learn of the manner in which your query was dealt with by a member of our
staff. This lack of customer service is not acceptable and I assure you that Food & Beverage has reviewed your comments with the staff member concerned. The appropriate action has been taken to ensure that an incident of this nature does not reoccur.

We welcome all feedback that we receive from our guests and will endeavour to use such
feedback constructively. Feedback such as yours that highlights areas where we could be doing
better is particularly useful and we are grateful for your time in sharing your experience with us.

Sincerely
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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911 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 (136)
Date | Rating
  • Arabic first
  • English first
  • French first
  • German first
  • Hebrew first
  • Indonesian first
  • Russian first
  • Turkish first
  • Any
English first
Mumbai, Maharashtra, India
Level 3 Contributor
11 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed February 9, 2014 via mobile

As I have been to this hotel many times in last couple of years,but this time it was very different and would like to make awareness about this hotel to fellow hajis.Firstly its always crowded in the reception area, avg waiting time for check in is pathetic.If an arab is there in the lobby for check in they wl go extra miles to please him in any possible way overlooking the other ethnic passengers.Rooms furniture and amenities are not well maintained and need renovations.Worst thing about this hotel is the water collection in bathroom floors is pathetic, even the manager accepted after we point out that its a professional mistake by the architects and this problem is available in all bathrooms of this hotel.Mind it fellow hajis its the dangerous thing of water accumulation on bathroom floors waiting for major or minor accidents.All in all its better to avoid this hotel and check out other hotels in same vicinity, thanks

Stayed April 2013, traveled with family
Helpful?
1 Thank talib78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hesham K, Quality & Attitude Manager at Pullman ZamZam Makkah, responded to this review, February 13, 2014
Thank you for taking the time to tell us about your experience at the Pullman Zamzam Makkah. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At Pullman, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future

Siincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cairo, Egypt
Level 6 Contributor
149 reviews
85 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
Reviewed January 29, 2014

Very well located wit easy access to Haram. The hotel has excellent view to the Haram especially suites with 2 rooms.
Staff are not trained and are unfriendly.
You cannot find a coffee shop to eat or have a snack and you have either to use room service or go to the nearest hotel.
Rooms are not well maintained due to the large flow of customers all year round I assume.
You cannot open windows and some guests smoke which makes a bad smell in the room.

Room Tip: Take Haram view and best is the suite with two rooms with only negative thing that it has only one b...
See more room tips
  • Stayed January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AmrAbdallah
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hesham K, Quality & Attitude Manager at Pullman ZamZam Makkah, responded to this review, February 1, 2014
Dear Mr. Amr

Thank you for your feedback received following your recent stay at Pullman ZamZam.

In the first instance, may I offer my sincere apologies for the the shortfall in the standard of service you received on this occasion. Please be assured that this is not a true reflection of the high standards upon which Pullman ZamZam prides itself.

We provide non-smoking rooms to accommodate all of our guests. On the night of your stay most of the guests had requested non-smoking rooms and therefore there were only smoking rooms available when you arrived at the hotel.

Our Tea Garden located at the Lobby Level, serves a variety of different Tea flavors and coffee blends almost around the clock, I am sure you would enjoy it for youor next stay.

Thank you once again for your feedback, which is invaluable in our efforts to assess and continually improve upon the quality of our service. I hope we will have the pleasure of welcoming you back to Ibis and better meeting your expectations in the future.


Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Karachi, Pakistan
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed January 28, 2014 via mobile

Just came back from umrah and stayed there for 8 days very good location but the kettle and fridge of my room was not working I called to get it changed but they only changed kettle. There was no free wifi and Breakfast is ok too.

Stayed January 2014, traveled with family
Helpful?
1 Thank NidaMo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hesham K, Quality & Attitude Manager at Pullman ZamZam Makkah, responded to this review, March 4, 2014
Dear Guest

Thank you for taking the time to bring this matter to our attention as guest feedback is invaluable
to our efforts to continually improve the quality of our services. I hope that we will have the
opportunity to welcome you back to Pullman ZamZam in the future.

Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level 3 Contributor
10 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed January 23, 2014

Stayed with my family early January 2014 and our experience was all positive. The staff were friendly and most spoke English. The breakfast range was extensive and the rooms were clean and serviced daily. Location in the Tower and it's locality to Al Haram is amazing and can't be any closer.

Room Tip: Look after the room cleaners and they will look after your needs!
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  • Stayed January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank shkh1000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hesham K, Quality & Attitude Manager at Pullman ZamZam Makkah, responded to this review, January 23, 2014
Dear Guest

I was pleased to read that you had enjoyed your stay and I will certainly pass on your comments
to my team. I know that they will be delighted to learn that their efforts have been appreciated and
remembered.

Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Jakarta
Level 5 Contributor
54 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed January 18, 2014

Stayed 8-nights in the hotel during heavy season. Lobby is full of hotel guest anytime, especially before and after prayer time. The lobby is located in the 13th floor. Need familarize the location for a while and find correct elevator that can bring us there. Under the same tower/building, there are several hotels with their own lobby check-in. During peakhour, require longer time to wait for the elevator go up and down from/to the hotels. We need to transfer of elevator in hotel lobby to get into the room.

The location is very strategic, in front of grand Mosque Al-Haram. There is big crowded shopping mall under the hotels. Room is spacious with full amenities. Kitchen sink is available although there is no kitchen utensil provided. Some room will have good view to the Ka'bah, unfortunately my room is not.

Although I am the member of AccorAdvantage Plus, they can not award me with the points since I book the hotel as part of tour from travel agent.

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Bud14rto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hesham K, Quality & Attitude Manager at Pullman ZamZam Makkah, responded to this review, January 19, 2014
Dear Guest

We very much appreciate your comments regarding your stay at the Pullman Zamzam Makkah. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one and.


Sincerely
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Casablanca, Morocco
Level 4 Contributor
29 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed January 16, 2014

Positive:
+optimal location right in front of Al Haram in one of the multiple towers surrounding the big clock
+clean rooms and very comfy beds
+the view from the top floors is simply stunning
+staff (specially the bellhops and housekeeping) was overall nice and very efficient AC was not working but as soon as we told them on the phone, they sent someone from the maintenance crew and it was instantly fixed. Same when we found out a small window was open, the matter was quickly dealt with.
+there is a kitchenette (which we did not use) and an empty minibar (decent sized) which you can fill with stuff bought from the supermarket on the ground level

Negative:
-on some days, there was a terrible smell in the hallways (smelled like the sewers)
-that same terrible smell got in the room as well thanks to AC
-very noisy AC
-bathroom is small, there is no bidet and the amenities provided are ridiculous for a five stars hotel
-the rooms are not sound proof, when the neighbors were discussing you could easily pick up what they were talking about (kids screaming is horrible too)
-breakfast was poor. sure there are a lot of things you could chose from but you could tell they do not use the best ingredients available.
-there are two breakfast rooms and they can fill up pretty quickly (this is a 1300 rooms hotel)

Overall:
This is at best a 4 stars hotel. Would i come back? probably yes for the great location and the comfy beds. But please fix the horrible smell issue :)

Room Tip: ask to be on the top floors (30&+), the elevators for this section were way less crowded than th...
See more room tips
  • Stayed January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank vivaaa_las_vegas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hesham K, Qiuality & Attitude Manager at Pullman ZamZam Makkah, responded to this review, January 17, 2014
Dear Guest

Thank you for taking the time to tell us about your experience at the Pullman Zamzam Makkah. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At Pullman, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future

Sincerely,
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 Pullman ZamZam Makkah

Property: Pullman ZamZam Makkah
Address: Abraj Al Bait Complex | King Abdel Aziz Endowment, Mecca 21955, Saudi Arabia
Phone Number:
Location: Saudi Arabia > Makkah Province > Mecca
Amenities:
Restaurant Room Service Suites Wheelchair access
Hotel Style:
#10 Luxury Hotel in Mecca
#22 Best Value Hotel in Mecca
Price Range (Based on Average Rates): $
Hotel Class:5 star — Pullman ZamZam Makkah 5*
Number of rooms: 1315
Official Description (provided by the hotel):
ZamZam Pullman Makkah stands as a distinctive landmark in Makkah, located in the spectacular new Abraj Al Bait complex, directly adjoining Masjid Al Haram and the holy Kaaba in the very heart of Makkah facing King Abdulaziz gate. This masterpiece offers the finest hospitality in Makkah, having 1315 elegantly appointed rooms and suites with extravagant amenities, two contemporary dining options and five-star-deluxe services filled with spirituality while enjoying direct views over the holy Kaaba. ... more   less 
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Also Known As:
Pullman ZamZam Makkah Mecca

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