Sofitel Shahd Al Madinah

Brother Saleh & Abdullah Q did checked in quickly & very hospitality 👍👍

Abdulrahman and Mehdi did a great job at preparing the room for us. Thanks to the housekeeping team and Ms. Taghreed.

Brother Walid Al-Naaman, Saleh Al-Sharif and Professor Hajar at the reception. May God make you happy and reward you for the good service and reception.

Our stay at the Sofitel Shad Al Madina was extremely disappointing, especially for a 5-star hotel. While check-in was quick, concierge service was very slow — it took 30 minutes for our luggage to arrive. Despite booking for three people, the room was only set up for two, and we had to request extra amenities. The most serious concern was security. On two occasions, we returned to find the red and blue lights flashing on our door, indicating it had been left open and unlocked. On the third day, we were shocked to find housekeeping preparing our room for a new VIP guest — while our belongings were still inside. This was totally unacceptable. Room key issues were also frustrating. After housekeeping visits, our key repeatedly stopped working. When I asked a housekeeping staff member to lock the door while I went to pray, they refused and gave false excuses, only agreeing after repeated requests and visible annoyance. Housekeeping service was inconsistent. One evening we requested cleaning at 3pm, and by 7pm it still wasn’t done. When we called reception, we were told the cleaning staff shift has finished and will be cleaned the next day. Additionally, essentials like toilet paper were sometimes missed. The room itself was clean, but the beds were too high for elderly guests, and the AC was ineffective. The temperature inside the room was no different to the temperature outside. Breakfast offered limited variety, and there were no proper tea or coffee stations. Staff reused water kettles from other tables without cleaning — a major hygiene concern. The lady that was in charge of our table did not listen to our request. When asking for hot water for tea she gave us another kettle that was sitting for a long time from the next table. When telling her its cold water its just been sat there she sed no its hot. It was rude the way she spoke to us. The egg and meat station chefs were attentive and did a good job making the egg and meat each day. We received no welcome drink, fruit bowl, or personalized room greeting (our name wasn’t even on the TV screen when we checked in). The whole time it felt like the staff kept spying on us. The location is the only thing justifying the 5-star rating. The service, security, and overall guest experience fall far below expectations. Overall very disappointing experience.