In general, it was a decent stay. However, some things were badly handled:
1- the hotel is advertised as being a short walk to the Haram from the hotel bus drop off. There is no map given on how to find your way back to the bus pick up (for first timers). My 80yr old mother and I, after umrah, ended up walking more 40 mins and got lost. It would be nice if some instructions were put in the room or bus on how to find your way back (i.e. leave by gate 79, walk to the Conrad, take the lift etc). To avoid this the next day, we asked the lady at the transport desk how to find the bus stop for the return journey. She was clueless, shrugged her shoulders and said she didn't know and went back to her phone and didn't even TRY to help further! What is she even doing at the Transport Desk if she can't help with such a basic question?
2- My 80yr old mum and I had booked two separate rooms in the same booking. The girl at reception put us on different floors even though there was a similar room on the same floor! Super inconvenient, especially as the key cards don't work for different floors. Please use common sense especially when booking people accompanying elderly relatives to avoid having to run up and down floors with multiple key cards.
3-Shower caps in bathrooms will help but the toothpaste packs were appreciated.
Not all was bad. Staff was good. Concierge helped print out boarding passes. Beds were very, very comfortable. I'd return but there is scope to be better.