I was disappointed with the service I received from two members of staff at reception with Lebanese accent , who seemed more focused on procedures than customer care. Despite room availability and early check-in being indicated on Booking.com, we were made to wait until after 12pm to check in.
What made the experience even worse was the behaviour of the manager on duty. He openly reprimanded the reception staff in front of customers, which was highly unprofessional. When I calmly challenged his conduct, I became the target of his poor attitude. He dismissively told me he “wasn’t talking to me” and that I should let him do his job.
I did not appreciate his tone or the way he addressed both me and his team. His behaviour was unacceptable and bordered on verbal abuse.
The room was spacious and the bed was very comfortable; however, one of the pillows did not have a pillowcase, which was disappointing. The bathroom was equipped with a very good shower and consistent hot water, and the toiletries provided were of good quality.
The floor staff were extremely friendly and helpful throughout our stay. The complimentary shuttle service to the Haram was very convenient, and the drivers were always welcoming. However, there was no complimentary shuttle to the airport — this service required an additional payment.