Snood Al Rayyan Hotel

RUDEST RECEPTIONIST. We arrived at the hotel which we had booked in advance. On arrival very late in the evening the receptionist stated that the room we had booked was not available. His conduct was rude and agressive and we noticed he was using the same tone with other guests too. Suddenly the recptionist (Khalid) decided he was going to cancel our room and left us stranded without accomodation. He then started to act like he didn't undrerstand english despite conversing with us earlier. He was losing his temper at the support staff too. We were exhausted. On first glance the hotel looked tired and dirty and it seemed it was overboked with guests complaining about rooms whilst we stood there. Avoid.

Before we travelled they forced us to make a money transaction to their bank account. They didn’t accept PayPal neither did they wanna do it through ***********. They only accepted a transaction through the bank. When we transferred the money the claimed that they haven’t received it and didn’t want to give us a room. They said there were non left. After arguing with them they gave us a room (suddenly they were rooms left then) and when we were about to leave they forced us to pay again. When we tried to contact them after we got home, they just read our messages, which they also did the days up to our umrah trip. To this day we haven’t got our money bank and they are not answering. On top of that the workers can’t speak English and are very rude. There are so many other hotels whith better service in Mecca.

My family and I had an booking in the hotel, Sanood Al Rayan from 26 April 2022 until 29 April 2022 (*********** confirmation number: 3577.357.817 / Pin code 5304) I am writing to express frustration and my dismay regarding this property Let start from the beginning. If I am booking an hotel through *********** is because I am expecting to get the good service and professionalism from the hotel. When I booked the room (I shared the bank card so the hotel can take his payment), I tried many time to contact the property to get some information unfortunately nobody answer the phone. I tried to reach the property through *********** customer services but even them they cannot reach them. I started to feel something is not going well with this property but every time when I am talking to *********** customer services they was telling me that everything is ok and the booking is confirm. The same day of my fly (26 April 2022) I got an email and message from *********** saying the credit card was not acceptable and I need to share another card for the payment. I find it very strange because the same card I share with another property in Makkah proceed with the payment successfully. To avoid any room cancellation, I shared another credit card in *********** and I called the customer service of *********** to make sure, if the hotel received. The lady who was on the phone mention to me clearly that the amount was hold from my credit card and my booking is confirm. To keep myself secure I sent an email to the property to follow up with them but I never get any answer. When I reached the property to check in, the receptionist was not professional at all. I keep waiting in front of him more than 10 min. When I gave him my confirmation number, he informed first that no booking was in the system. I open my *********** application and the booking was still showing confirmed. Later on he told me that my room was cancelled and sold to another guest because the room was not payed. I explain the gentleman that the payment need to be taken by the property and they already hold the amount from my bank card. I showed the proof that they are the one who didn’t take the payment. I request to talk to someone from the management to understand what is going on, the receptionist told me he will call the sales team of the property. Over the phone the gentlemen got the instruction that hotel doesn’t have the availability and they are sold out and he requested him to inform me that they don’t have rooms available and my booking will be cancel from *********** without any charges. The sales gentlemen didn’t even want to talk to me over the phone or to find a solution for the incident created by the hotel. They didn’t even try to find a compensation for us. The reception gave us a contact from another hotel to book 2 rooms higher than what I booked. The hotel was disgusting and smelling very bad. When we enter to the room, the key card was not working and they gave us norm

The staff was extremely poor as they was a massive language barrier as all of them only knew arabic. The staff were also inconsiderate ane never listened to any instructions. Personally we were very disappointed to notice that our room was not cleaned for 3 days and it was only cleaned once during our 7 day stay. The staff aslo seemed unqualified and very rude at times. We had to go 3-4 times to ask for basic requirements which were completed after much difficulty. The tgee inhuman part was there was not enough tissue paper.