All the staff, everywhere in the hotel, be it the entrance, conceirage, reception desk, housekeeping, operator service, staff at the restaurant and the duty manager were outstanding! Every staff member greets the guests, always there to help without being asked, this is something which can't be found commonly. We were provided every single thing we asked them for, very customer friendly, not at all stingy policies. All they put is clients happiness and satisfaction first. I would rate it exceptional for staff. Location is good, in the main area. Very lively place outside the hotel, many food places and shopping options. Baskin Robbins and Dunkin Donuts just outside the hotel. Taxis are readily available. We had a small problem with our room and they changed it the very next day on availability as the hotel was fully booked by evening and we were offered a better room exceeding our expectations for free the next afternoon by the duty manager.

The only slight downside was that lifts are small-sized as compared to other big hotels, and hence expect a bit of a wait time going up and down. Also there is a slight wear and tear like the retractable drying line in the shower was out of order and was broken, the sink tap was kind of hard to pull and push without using a bit of force. Carpets in the room needed a full wash as they were light colored and looked a bit stained. Toilets would do with a deep bleach to make them look as new.

Location was good specially for female and male. A thanks to Bayan , Faisal and Asaliah for the warm welcoming and assisting. I considered that all staff from bottom to top are cheerful and helpful and fast responding this what conflict that their is a proper management going. The room size and bathroom was good and clean. Good quality amenities. Sahoor was good , with variety and the staff was helpfull and their manger in the 12th Floor restaurant was great.

It would be greater if the window could be more cleaner and with out fence so I can see Haram properly.

I like the room and the beds comfort. The ambience and the location. The food was good too and they have excellent selection of breakfast. I further, like the hard working restaurant staff who are also very helpful..

The reception staff. There is a question about one of the staff members integrity and honesty yet when brought this to the attention of the fellow staff at the reception no action was taken. When i also complained the staff did not react or take any action regarding the staff member in question. This could jeopardise the reputation of the hotel. Some staff at the reception lack some common customer services basics. This needs to be rectified.

Outstanding customer service! Second to None! Welcoming staff at the entrance greeted us with big smile, quickly took our luggage without us asking. Reached the check-in desk to see there are no queues that be on a Friday. We got served within a minute. Discovered that our booking showed as cancelled in their system for some reason without us knowing (booking.com issue) The staff not only kept us assured but also sorted it out swiftly without us noticing any unusual delay. We required the hotel from 11am till 8pm on a day (odd times) due to our flights. This usually would require us to book 2 days from the perspective of check-in and check out times. But the awesome staff accommodated it as an early check-in and altered the booking to just 1 day to save us money. Surely this is the biggest proof that they keep their clients' satisfaction and happiness at the very top! On top of that, while we were waiting to get the check-in to complete, the breakfast time got over. Seeing me sitting with 3 kids waiting, the restaurant manager on duty, without us even asking or mentioning, invited us so open heartedly to the restaurant to have the breakfast he kept one side of restaurant fully running until we and some other people finish, that be without making us rush! I was so thankful and delighted by such an awesome level of customer service! And with a smile on their face, without indicating an inch of frustration or unhappy gestures. I have been to many many hotels in Medina and worldwide, this kind of customer service is rarely found. This is the second time in a row I chose Sofitel, and I have been happier! It's the happy, helpful, and welcoming staff that I wouldn't consider any other hotel every time i visit Medina. A big shout out to the staff! Keep it up!

A bit of improvement on the elevators, there are many but in my opinion because they are small there is a bit of wait time. May be upgrade them to a bigger sized ones so the wait times could be minimised.

Super close to haram. Comfortable rooms. Very nice breakfast with a wide variety. Arranged transfers with the hotel for ziyaarat and to Makkah - prices are reasonable.

Maybe rooms can do with a bit of a refresh.

Amazing family stay with the hotel providing great comfort and location to make everything easily available to make the trip easy. Room exceeded expectation and the hotel restaurant provided great service and offerings especially during Breakfast. Has Kids club, nice prayer room and team available to help or guide you.

Had to checkout early and was disappointed by hotel reception team and booking team in not helping resolve amount for refund with no response from both. Can improve on seating in the restaurant as it was popular but congested.

Excellent location

We stayed as a family of four for three nights in one of the Prestige Suites, expecting a comfortable and hassle-free experience. Unfortunately, the sofa bed meant for our kids was completely broken and unusable. The hotel had no proper replacement, so we had to manage with an extra bed placed next to the broken sofa bed throughout our stay. This not only compromised comfort but also blocked access to the main bedroom, making the room layout inconvenient. For a suite of this standard, we expected better maintenance and service. While the hotel itself was otherwise pleasant, this issue significantly impacted our stay. We hope management addresses such concerns more proactively in the future.

Staff were very welcoming and helpful.They responded very well to my requests. The room was spotlessly clean. There was a coffee machine as well as a good gesture of offering some juice and fruits for free for the first day.The breakfast had good varieties. The location is a few steps from Masjid Haram.

The room's door kept on shaking whenever someone opened the neighbouring room's door. It was quite noisy as the door wasn't well sealed or isolated. Also, it looks like there were some constructions in the hotel, and that was noisy, too. The kids' area wasn't working.

My stay at this hotel was nothing short of amazing, thanks to the exceptional service from the staff. Waleed gave me a warm and smooth check-in, making sure I had everything I needed for a comfortable stay. Raha was always friendly and helpful, answering my questions with a smile and ensuring I had a great experience. At check-out, Abdullah was just as professional and efficient, making the process quick and seamless.

The only issue I faced was with the air conditioning—it was too cold, and adjusting it didn’t seem to make much of a difference. While it wasn’t a major problem, it would be great if the hotel could offer better temperature control options.

The location is perfect directly next to the Haram. You could see the haram from the window and you could hear all of the prayers. The staff are more than 5 stars … super professional super friendly and they really know what a great hospitality means! Food for both Breakfast and Dinner was very good and super value for the money ! Beds and pillows are one of the best I tried in my life and I travel A Lot! Room service and the concierge were top notch! I would love to come back to Medina and my choice would be definitely the same hotel !

Nothing everything was perfect ! The only comment that I have and I wish that I don’t have since I loved everything else but … Food was always low warm for all dishes and for all meals 2 breakfast and 1 dinner ,even that the food quality is really good I think they really should finde a solution for keeping the food hot and not below warm.