My check out was scheduled at 11:30 AM on 29th April 2017. I stayed at the 'Makkah Clock Royal Tower, A Fairmont Hotel' for three nights, with my parents. upon check out no one thought about asking how was ur stay !! I advice anyone who is considering this hotel to switch to any other hotel and pay ur money in a place where u will be served and welcomed, and that place is definitely not Fairmont Mecca. they said sorry we can do nothing about it and u can complain to the manager !!!! My husband asked them to transfer the call to their manager, so they hung up the call !!! We got so angry and my husband went down to the reception to complain and they said they will send someone to clean and their excuse was : the housekeeping take their orders from their manager not from the guest !!! Seriously !!! We've been to dozens of hotels all around the world and whenever we needed the housekeeping we called them directly and they never told us refer back to our manager !!! What kind of hotel is this !!! Even those who work at the hotel are so rude (most of them), not even a smile on their faces. their answer : sorry sir we clean only once in the morning !! My husband told them it wasn't even touched, and they said u probably forgot to remove the (don't disturb) sign !!! We told them it was not hung on the door in the first place plus we saw the housekeeping guy and asked him to clean our room. we spent the whole day in jeddah and came back at 12:30 am to find that our room was not cleaned !!!! My husband called the housekeeping to tell them the room was not cleaned and that we need someone to clean it. next day we left to jeddah and before leaving our room we asked the housekeeping guy to clean the room since it wasn't cleaned the day before. my order was cheese burger and it was sooo dry (both beef patty and the bun). we asked them for mayo and mustard 2 times but we never got it. the food was okay, not so good but not so bad. we came back and ordered dinner (their menu has very limited choices and is over priced). we were so tired to we slept for couple of hours then went to perform oumra. we waited until 5:15 pm and i asked my husband to go himself and check if the room is ready, they told him yeah u can go to ur room !! So it was ready but no one informed us !! We went to our room (no one escorted us we had to figure everything out ourselves) to find a filthy room, broken furniture and not the Fairmont standard we know. we've been asked to wait and they will call us when the room is ready. surprisingly our room was not yet ready for check in !! Although worldwide check in time is 2:00 pm. we arrived 4:30 pm on Thursday 11th of May. We arrived from riyadh to jeddah then took a car to mecca after a tiring trip. We ended up waiting for taxi that had been turned away 3 times by security despite them having taxi reg number given to them by me and I had to them physically wait at the vehicle entry point for driver! In conclusion - definitely NOT “5 stars” and we will not be going back to such poorly organised hotel that pays no regards to complaints or guest conveniences.We've chosen Fairmont over other excellent hotels in Mecca since we truly love this Hotel brand (used to actually). Eventually, I was given a blank Fairmont form! A hotel that does that is not serious about complaints- I didn’t bother writing with the pencil that was presented to me! The pencil and blank form said it all for me! It got worse after check out with Saudi security bureaucracy at level B2 car park. Only on complaining did senior waiter say latte was available for a charge! On complaining, the manager never came! On complaining via telephone the manager said a complaint form was in room - but there was none and even in their “impressive” guestbook in room there were no details on how to complain. Breakfast on each day was not “5 star”, the table service was exceptionally poor with no cutlery provided in time, despite requests, and only dead strong Americano coffee and tea was provided. Room was fine, but son had to move room on last night due to insect infestation. Initially, it made an excellent impact but they cancelled my room booking and blamed it on my agent, despite my son’s room being confirmed! The check in sorted, with no apology, we went to room, level R3, which was not told by receptionist, but by bell boy! The elevators - many - were confusing and it was made worse by no clear directions for the elevators or the room numbers from the elevator foyer.
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