Maden Hotel

Hotel cancelled booking without Informing us so I arrived with my elderly parents and was told my booking number doesn't exist. Had to take luggage and try the other hotel maden taiba,which was a short walk away however they were much more helpful and spent time with me giving us space to explain it was definitely maden hotel who were not forthcoming. Returned to the hotel only to find an arrogant desk staff telling me no your booking doesn't exist , go, go. Called travel agent to find out they cancelled a few bookings without telling anyone. Heard others in reception shouting that they were being moved out as well from their bookings. Rude staff, rude attitude , lying hotel workers, leaving us stranded

The attention of the staff from col center, reception, cleaners, security team and everyone who works in the restaurant is very helpful and I thank all those who work in this wonderful hotel if not for their presence, the hotel is not frankly successful (security, comfort, safety, cleanliness, close location to the Meccan Sanctuary) and in front of you is the center of Tiba and Bin Dawood Not forgetting their generosity We entered before the date because we were tired of traveling and went out after the noon prayer in preparation for travel, God bless them

This hotel is brilliant in terms of its location and proximity to the Prophet’s pbuh mosque. The food is delicious and staff are very helpful. The reason I’m giving this a terrible rating is that there is construction work outside it and the noise is very loud that the government of Medina has granted 24 hour permission to undertake the work. That means there is constant cement mixers and banging throughout the entire night disturbing the sleep of pilgrims and residents alike. This would not be permitted in any western nation and goes against the grain of MBS and his American consultants vision 2030- I’m actually appalled that permission has been granted for this very appalling build.

Super comfortable rooms, amazing lobby ambience. Safe and secure as well. The restaurant was one of the highlights especially with the hospitality of Umar who took care of my mother and I. Taking special attention to when she was sick to prepare some tea and honey or when we did not have food in between meals. Went above and beyond to provide such a warm relation. The restaurants variety of food was great from the dessert to mains and even salads! We did not even have to eat out even once.

I have NEVER experience more disrespectful and incompetent reception staff & general manager EVER!! They were happy for me to sleep on the reception sofa rather than give me the rooms I booked for. Maybe I was too naïve in thinking such a beautiful country would have staff of the same nature, but they don't care about their customers. The reception staff were unhelpful and spoke so rudely to me, told me it was my problem to move my own luggage and that their bell boys were not paid to move luggage for me! Food selection was poor and their hot plates don't work so you're eating cold food (comparing to Makkah & other hotels I have travelled to), their cleaning wasn't sufficient, they didn't even replace used cups. I WOULD NEVER RECOMMEND THIS HOTEL - SAVE YOUR MONEY!!!

The staff at this hotel have no customer service skills. 1. We had booked 2 individual rooms, which they refused to give to us, and offered a junior suite, calling it an upgrade. We were a mixed gender group and needing to cross rooms to exit the suite wasn’t suitable for our needs. 2. I have never experienced such rude staff, we were refused to speak with a manager, received no apologies at any point. 3. We checked in at 2pm and finally at around 10pm we were given our originally booked rooms. We informed them via *********** that we would have dinner at the hotel as our compensation. Staff refused to move and place our luggage in the rooms. They left all our luggage in the middle of the corridor and outside of our rooms. When raised this with reception we were told it was our luggage and our problem. 4. They threatened us to pay for our compensation meal on the first night, and if we didn’t then it was the restaurant managers responsibility to pay for us. In this whole experience not once did the general manager have the decency to come and speak with us or apologise for what had taken place. Still to this day we are yet to receive an apology from the accommodation. I wouldn’t stay at this hotel even if you paid me too. The only way I would consider it if there was a change in the whole staff management team. It’s a shame because the hotel isn’t bad, the staff let it down. The best asset for this hotel is the restaurant staff. Duty manager was lovely, but useless as he had no power nor any authority. So again not of any value. This is a short summary of our horrendous experience, there is much more that I have left out.