Maden Hotel

This hotel is brilliant in terms of its location and proximity to the Prophet’s pbuh mosque. The food is delicious and staff are very helpful. The reason I’m giving this a terrible rating is that there is construction work outside it and the noise is very loud that the government of Medina has granted 24 hour permission to undertake the work. That means there is constant cement mixers and banging throughout the entire night disturbing the sleep of pilgrims and residents alike. This would not be permitted in any western nation and goes against the grain of MBS and his American consultants vision 2030- I’m actually appalled that permission has been granted for this very appalling build.

Super comfortable rooms, amazing lobby ambience. Safe and secure as well. The restaurant was one of the highlights especially with the hospitality of Umar who took care of my mother and I. Taking special attention to when she was sick to prepare some tea and honey or when we did not have food in between meals. Went above and beyond to provide such a warm relation. The restaurants variety of food was great from the dessert to mains and even salads! We did not even have to eat out even once.

I didn't really stayed at Maden Hotel but my dad and mom was during their Umra, first thing they told me about when I ask their hotel experience, they couldn't stop talking about Maden and a gentlemen that treat them as if they are family member named Zimi, couldn't be more grateful my parents come across a great experience away from home while I'm not with them. thank you very much Zimi for taking care of my parents there.

Overall, the hotel is a great place to stay in Madinah. Five adults with two kids stayed in two rooms on the top floor. A few positive points: 1. The location is just a 2-3 minute walk to the mosque's main entrance (both for men and women). Perfect, if you have kids or elderly persons. 2. The room sizes were suitable, and the beds were comfortable to sleep on. There were good amenities in the room. We also received welcome fruit and dessert baskets. 3. The cleaning and restaurant staffs were cordial and sincere. We lived on the 12th floor, and the cleaning person (named Samsul) was very helpful. In the private section of the restaurant, both Arif and Asif were great too. 4. The number of lifts was adequate to catch the salah on time, unlike many other hotels in the vicinity. Disliked: The hotel needs some overall renovation, especially since the carpets and walls have become old and faded! The most terrible thing was the reception staff and some managerial staff roaming around the lobby and reception. They were always some local Arabic-speaking people who did not speak any other language at all but acted like the president of the area! I do not understand this: if you are seeking international guests claiming a 5-star hotel, there should be some minimum standards of communication and hospitality from the management service. Not everyone speaks Arabic! Finally, if you ask something to them, they compensate for their lack of communication skills with a rude attitude! That said, I think this is a common trend, and if ignored, this hotel's overall stay is good.

The staff at this hotel have no customer service skills. 1. We had booked 2 individual rooms, which they refused to give to us, and offered a junior suite, calling it an upgrade. We were a mixed gender group and needing to cross rooms to exit the suite wasn’t suitable for our needs. 2. I have never experienced such rude staff, we were refused to speak with a manager, received no apologies at any point. 3. We checked in at 2pm and finally at around 10pm we were given our originally booked rooms. We informed them via *********** that we would have dinner at the hotel as our compensation. Staff refused to move and place our luggage in the rooms. They left all our luggage in the middle of the corridor and outside of our rooms. When raised this with reception we were told it was our luggage and our problem. 4. They threatened us to pay for our compensation meal on the first night, and if we didn’t then it was the restaurant managers responsibility to pay for us. In this whole experience not once did the general manager have the decency to come and speak with us or apologise for what had taken place. Still to this day we are yet to receive an apology from the accommodation. I wouldn’t stay at this hotel even if you paid me too. The only way I would consider it if there was a change in the whole staff management team. It’s a shame because the hotel isn’t bad, the staff let it down. The best asset for this hotel is the restaurant staff. Duty manager was lovely, but useless as he had no power nor any authority. So again not of any value. This is a short summary of our horrendous experience, there is much more that I have left out.