Taiba Madinah Hotel

I am a guest at the hotel from 13.-17. December, room 713. I give it two stars for the Haram view and the possibility of early check-in otherwise it would be the fewest possible stars. Otherwise, it is a bad experience to be here. I have booked a club room with access to the executive lounge. The club rooms are usually somewhat more expensive. But the Lounge usually offers good options for ad libitum drinks and snacks as well as afternoon tea and evening canapés. However, the executive lounge is closed, and we were informed on arrival. Nevertheless, we were told that they should probably ensure our satisfaction. The next morning, I talked to Bassam who says that I can just call room service as many times as I want and order anything I could think of. I told him that it would be too much to call room service several times, but I shouldn’t think about that he said. I made sure several times that I had understood it correctly. Bassam states that he will send some snacks at 2pm on the same day as a start. Since nothing is sent to us at around 3-4pm the same day, I call room service myself and order something and be told it is chargeable. I inform about the agreement I had with Bassam. Then I get half of my order and a condescending “it's all free” message. They forget that I have prepaid extra for my access to the executive lounge. I call later and order a latte macchiato, but to my surprise they don’t have it. I’m told they only have Latte. I order that and an espresso with some dessert/small cakes. They send takeaway coffee with cookies from Starbucks and a bill that I refuse to pay. They then call back and forth several times with the first notification that it is chargeable, and the bill must be paid. I inform them of my agreement with Bassam, but that I do not want any unprofessional takeaway coffee in a disposable mug and ask them for proper coffee in a cup and that they must pick up what they had left for me. Then someone else calls and apologize for the misunderstanding and that it is free anyway. A third person then calls and demands payment anyway. I talk to the reception before I write a review and it is promised that they will fix it. Already a whole day has passed without using our access to Lounge facilities and worst experience ever by an unprofessional staff. We dropped it completely and didn’t think about it anymore. The next day, Bassam calls and apologize for the whole misunderstanding and that it was not handled correctly, etc. and that it was now in place. They then send some snacks with small cheese snacks, fruit and breakfast pastries in the afternoon. I call room service in the evening to order, among other things, cold and hot mezza, dessert and drinks and am told again that it is for a fee. I refer again to Bassam and then he calls himself and states that it is not included in the Lounge dishes! I inform that it is standard with a minimum of cold and hot mezza as well as salads and dessert in the Lounge fa