Mövenpick Hotel Makkah Hajar Tower

Excellent service Very good location the rooms are clean and the workers are great and helpful the breakfast was amazing as well The rooms were very clean, the ice cream is very nice, the staff is very helpful and will try their best to fulfill your wishes. There is a great lounge, which serves good coffee and is a nice place to relax. The location is very ideal.

Our stay was for 14 night in total via 2 seperate bookings. The first booking was from the 05th to the 13th of December, extended with a second booking from the 13th to the 19th of December. Upon arrival at the hotel we were welcomed by the guest relations team in reception....and then it all went downhill! The Movenpick hotel is large with constant arrivals and departures during the day and night, just like a busy airport. To reach the hotel and your room from the ground floor of the clocktower complex, 2 seperate lifts are required. Some customers could be observed as finding this a little challenging. This hotel first opened its doors in 2009 to customers, and after 15 years the hotel decided it was time to renovate certain rooms. We were allocated room 2934 which is classed as a "Superior King room with part haram view". The room had been refurbished, which had previously been a classic room. It had been redecorated, recarpeted and refurnished....that was it. The room was reclassified as a "superior room" so that the hotel could try and justify charging additional money compared to a dated 15 year old classic room! If the movenpick want to know what a superior room should be, i would suggest they take time out and visit superior neighbouring hotels to establish this, as this is not what i would class as a superior room, merely a refurbished classic room for 2024, not 2008. The room has no sound proofing installed whatsoever. You can clearly hear conversations from both neighbouring rooms (which are adjoining rooms should they be required), screaming and shouting could be heard not just from babies, or children but adults as well, quite often deep into the night. Customer services were made aware of this. Refurbishment works continue in the hotel during the day, and you can hear loud drilling and banging noises making it difficult for anybody to rest during the day or night. The Air Conditioning does not work in this room. You are either cold or warm....despite reporting this on a number of occasions and so called engineers call outs to address the issue it remained unresolved....oh and moving rooms and leaving the problem to the next guest does not resolve the issue. You either resolve the issue or take the room out of service until the issue is fully resolved. Wifi was temperamental, and often froze making it hard to use the internet. The bathrooms are compact to say the least, and if you do not like confined spaces be wary of the walk-in shower area which i would advise is extremely confined! The shower and sink mixers may take a little getting used to, as water can be extremely hot if not mixed correctly. You would expect the central position on the taps to deliver warm water, it doesnt. Storage space is limited inside the room, and the so called "safe" inside the cupboard is not so safe as you can pick it up and walk off with it! Beware. During the first week of our stay the cleaning services provided were pathetic. The cleaner would come into the room, not engage with you, change the towels and leave. The toiletry levels provided by the hotel in the bathrooms were not checked, and we had to ask for them to be topped up when the liquid soaps ran out on day 2 of our stay (are the levels never checked prior to any guest arrival ?) no surfaces or floors were cleaned or vacuumed during the first seven days. After complaining to customer services we were challenged by the cleaner as to why we had complained, making us feel very uncomfortable. I got the feeling they were either poorly trained, overworked, or trying to get away with doing as least as possible. Either way my question to the management team is why are supervisors not inspecting what the cleaners are doing on the ground, and ensuring minimum service levels are met? I get it that their is probably a high turnover in guest numbers.... Or is it that movenpick do not have any service levels to work to. During the second week the services improved, but it was still not what we would expect it to be. To top it all off, on the final day before we departed the cleaner asked us to put a good word in for him! As part of our booking we paid for breakfast, and the experience could easily be compared with the film "groundhog day". For those who have seen the film, waking up to the same breakfast day after day for 14 days is not good for anybody! The breakfast was described as being "sumptuous". It was far from this. I would suggest whoever decided to use that word visit "premium hotels" in the locality to establish what a sumptuous breakfast actually looks like. A question i would ask to whoever decides on the menu being virtually the same everyday is do you eat the same food every day yourself??? I guess not, So why would you expect your guests to do that, who are paying a premium for the priveledge, or is it that the menu has been determined elsewhere by "bean counters" who are more interested in keeping costs down. Where is your vision in creating a "sumptuous breakfast" with daily variety to look after your guests? Dairy products were of specific concern to us, as they were left out in the open for customers to sniff, poke and return to displays...so much so for health and safety of the guests. They should be refrigerated and covered at all times and not left out in the open. Each day we were their, we were entertained with a strange routine from i guess senior managers in grey suits, who all looked miserable and never engaged with any customers. They would walk around finding fault and "dressing down" waiters and supervisors / managers in general view of customers for any little thing's. Shocking behaviour. You can see on the faces of the waiters and restaurant managers that they were extremely stressed when the grey suited seniors walked through. It can't be a good place to work, you could see the tension on their faces. Hats off to Rizwan, one of the restaurant managers who genuinly welcomed guests each day, and would walk around and engage with guests to ensure they were looked after. It is down to people like him and his team that make the experience pleasant, because the mundain same menu certainly does not. In summary i would not class this as a premium hotel. Over all it is not worth paying extra for the so called " Superior rooms". They are simply updated rooms for outdated classic rooms. You have plenty of alternative accomodation to choose from in makkah offering better options!

Very friendly and responsiveness staff. Breakfast was included, have all the basics and excellent soup. clean and spacious room excellent location close to haram Only the lack of non-decaf coffee in the room was not satisfactory. Thanks

Nice rooms and services are excellent I want to mention ms.Abrar for providing great and professional support , everything was perfect , breakfast was the best , there is also a big shopping center inside this tower and two floors of restaurants where you can find all Options

Hotel located in the mall. I think one of the biggest mall in makkah. I love the room. Room seemed just finished renovation. Very cleaned. All amenities provided. I requested room with kaabah view of course with extra charge. Breakfast okay . Everyday same menu hehe. My check in also no problem. Good English. Will definately come back.