Verified
2/10 Poor
5 Mar 2026
I am extremely angry and disappointed with my stay at Courtyard by Marriott in Makkah. Before booking, I called the hotel and asked about bus service during Ramadan. They promised two buses exclusively for Courtyard guests running every hour, 24/7. At check-in, the receptionist confirmed this and even mentioned a free van during certain prayer times.
An hour later, the van driver completely contradicted them and said there were no Courtyard buses and that I should take any bus going to Ajyad. I searched all night—there was no Courtyard bus. Instead, I had to rely on an almost public bus system where drivers don’t stop at the hotel and drop you randomly along the route. I had to shout to drivers, and a few kind ones only helped after seeing me crying.
When I complained, the staff and supervisor continued to insist there were two exclusive buses and even blamed the driver for “false information,” when in reality he was the only one telling the truth. Why lie instead of explaining that the system changed for Ramadan and how to find the buses safely?
This was extremely unprofessional and stressful. I have filed a complaint with the Ministry of Tourism. I do not recommend staying here, especially during Ramadan. I complained to the Saudi Ministry of Tourism because they should’ve just been honest with customers and helped make going to and from the haram more efficient. Not to mention how bad the room lighting is and that they don’t provide basic necessities like toothbrushes.
Maryam
Maryam, 4-night trip
