Raffles Makkah Palace

I felt welcomed as my home!

Overall the staff and the room facilities were exceed expectations.

The hotel is designed well. But there are issues: 1) we were promised a Kaaba view room but when we hit it it was partial Kaaba view. 2) staff was unprofessional and not well trained.

It was excellent we were very happy with our room the service & the location. The food was excellent & also the service . I would definitely InshaAllah stay with u in future.

Check took 45 min and long time for checkout as they lost checkin registration form and waited time in searching and finally new form was signed. Irresponsible and careless reception team.

First of all: the furniture was damaged. Secondly: lowest service ever. The girls in the reception doesn't know how to do check in. The most important complaint: I get toxicity from the food in the buffet

We always choose this hotel, and it never disappoints us

I was so excited & impressed to stay in your esteemed Hotel with my family as we have served in a professional manner, had a comfortable & pleasant stay... Hotel Managers & your team members were excellent on the reception & restaurant .... Food was very good & delicious. I would like to thank Mr Mohamed Al Magrabi Duty Manager for his outstanding Professional service & his follow ups with us before reaching the hotel. I must visit once again your hotel InshAllah

They say one sweet word can make your day and it was never incorrect, I was warmly welcomed starting from the reception counter staff, lounge staff, to bell boys. I admire how spontaneous and flexible the check-in/check-out process is. Thank you

Booked the hotel via accor international reservation call center. Check in was nice. Received a welcome drink which was quite sour for my taste but i guess it was ok for most people. Accompanied to the room with the butler informing the facilities available in house. Great introduction. Room were great. Presidential suite with haram view. House cleaning was fantastic. Helpful and ready to clean up the room at anytime. Fill up all the amenities in the room with extras daily. Cheerful, professional and always greet you. The room itself was not that big but sufficient. The main bathroom is huge though with a separate ablution area, toilet, shower and bathtub. The other bathroom was quite crammed and do not have any bathtub. There is also a marble seat in the shower area which can be used to sit. Extremely useful to those who are wheelchair bound or reduce mobility. Stressful part. During check in, my party were invited to the restaurant which is supposed to provide evening cocktails. According to the restaurants waiter, we are entitle for those in our booking. Before we went there, the butler went to the reception and double check with them saying that our booking does not include the evening cocktails at the restaurant. Was disappointed but accepted without arguing as we were so tired after our journey from Madinah and we have yet to complete our umrah. After we leave our luggage at our room, we went directly to haram to complete our umrah. Returned late around 0100 at night and were so hungry. We had to other room service. I ordered Nasi Goreng Indonesia and 2 other meal which was local/Arabian food. Again another disappointment as all the rice menu were extremely salty. We could barely eat those. Money totally wasted. Breakfast was included in my booking. It was at Al-Qasr at floor 12. The area is huge. But we had no personalised service at all. They asked for our room number and welcome us in. But no one was guiding us to the table. We had to find our own table. Totally a huge different compared to our recent stay at Intercontinental Hotel in Madinah where the staff were so professional and helpful. The food spread was ok. It is huge but i would rate that it is a normal standard for a 5 star hotel. Being an international hotel receiving a lot of foreign customers coming for both umrah, hajj and visit, I would say that the food spread is terribly boring. It only provides continental breakfast. There were only 4 items that were considered "international" which were rice, 2 or 3 Chinese inspired menu. I would expect that they will be chines options, indians cuisine, some japanese spread or korean breakfast or probably some african inspired breakfast spread. I stayed for 6 nights and surprisingly the food option did not change at all. Same food for EVERY single day. The only thing that was changed was the 4 Chinese/International inspired food. Otherwise, same drinks option, same cheese spread, salad bar, bread and honey section. Imaging for someone who plan to stay for longer stay. Extremely disappointed and unacceptable for a 5 star hotel. Since we were refused for having our "evening cocktail" I was confused as i was sure that when I booked, I chose the option with breakfast included and afternoon tea and evening cocktail. I opened my email and look up my reservation details on accor website and it was stated clearly that those items were included in my booking. I could still remember where I opted to pay around 600-1000 Euros extra for my stay to have those services included. I went to the reception and talked to the person. He double checked and said otherwise. He said that in their system, the afternoon tea and evening cocktail are not included. I showed them my reservation detail on accor website which clearly state that I am entitled for those services. The reception guy assured med that he will talk to the manager and to make sure that i will receive things that I paid for. He even said that the manager will call me personally to my room within 1 hour. Unfortunately, the thing was not resolved at all. The manager did not call me back at all during that day. We went again to the reception in the afternoon to check if they have somehow included my the services in the system but nope! The reception guy in the afternoon said nothing has changed. I was tired and decided not to pursue anymore as our main intention to travel to Mecca was to perform umrah. But after giving a deeper thought, i decided to claim our "right". Called the butler and to do a complain. The head butler came to my room and I explained everything, showed again the reservation details of my booking on my laptop. He took a picture and promise that he will take this matter with the manager. After 15-30 minutes, the manager called me and said briefly "I have now included the voucher for the afternoon tea and evening cocktails for both of our rooms, you can use the service at floor 11". It was very short with no warm greetings. I guess he was busy with other stuff or tired of our complains. But I was so happy that it now has resolved. We went to the floor 11 to creamery. The problem did not stop there. There were a lot of confusion to what was exactly included in the afternoon tea and evening cocktails. During our first visit, we were informed that all the items must be paid but we receive a 20% discount. I raised my eyebrow hearing that and asked them to double check again and the head waiter or probably the manager of the restaurant came and informed us that it was a misunderstanding and mention now that all drinks will be free for both afternoon tea and evening cocktails. But I have to pay for the food during the evening cocktails while they will provide some sandwich or canapes set which is free during the afternoon tea. It was mentioned that we can also use the same thing at another tea house on the same floor (cant remember the name though). Accepted the terms and enjoyed the food. Seafood pizza and the spaghetti bolognese was excellent. IIt was great but some waiters have bad english communication which somehow took us a lot of time to explain when ordering our food. We went there again for afternoon tea the next day around 1430 but was told that the creamery opens at 1600. Went to the other tea house. I told them our room number and was shocked to hear that "there is no such things as canapes or sandwiches for the afternoon tea. You have to pay for all the foods and you can only order up to 3 juices for free or otherwise you have to pay for that too". As my parents were so tired, i just ignored at follow whatever rules he set for us and pay for the sandwiches and some tarts that we ate. During the 3rd time, we went to creamery for the evening cocktail but was now informed that we have to now pay for everything as the voucher that was given was only for 1 night only. Tired of this confusion and asked them to double check at the reception. The restaurant head waiter or manager came and apologize and explained that they have received a memo from the manager that our voucher is valid for each day of our stay. He mentioned that not all the staff knew about that causing the confusion. Overall, the hotel is great. The rooms were excellent. The spa were amazing although i did not try it. But repeating miscommunication and the need to complaint and talk and explain and fight for what I paid for was extremely tiring and exhausting. The breakfast as I said, was boring for the lack of variety and personalized service. I saw no butler services at all during breakfast. Off course the terrible taste of the food for room service. conclusion Will I book again to stay at raffles in the future? Probably yes. But I will never again include the breakfast, afternoon tea and evening cocktails as part of the services. I would rather eat at other restaurants or at other hotels.

I had very bad experience specially with the transportation from the hotel to the Airport.

It is more than excellent. I feel like my home. It is my favourite hotel. I frequently stayed there since 2012

First all the employees in the hotel doing great job to make us very comfortable, service in the restaurant above the average, staff always smiles

The staff are wonderful, people who worked behind did well, and I thank mr. Khalid in an accountant to make think is easy. The room and food were good accept toilet in my room the small one was problem water didn't go until plumper came and fixed. Reception was very fast doing registered and passing room card.

Great location and great service, will coming back again in six months for sure.