Arriving at the Hotel

At a glance

• Show your voucher at check-in.
• Check the room, cleanliness, air conditioning and water straight away.
• Report any problem immediately to reception and the hotel’s representative.
• Every family member should carry the hotel card.

Step by step

1. Check-in: show your voucher at reception. If the hotel asks for your passport, only show or give a copy.
2. If the room isn’t ready: if you are in Ihram and the room isn’t ready, leave your luggage at the hotel reception or lobby and go for Umrah.
3. Check the room: number of beds, cleanliness, air conditioning, bathroom and water. Report any problem to reception straight away.
4. Hotel details: take the hotel card from reception and save the location on your phone. Step outside, take photos of the neighbouring hotels and remember their names, so you can recognise your hotel easily on the way back.
5. Route to the Haram: ask reception which Haram gate is nearest. If the hotel is far, find out the shuttle bus times and pick-up point. Before entering the Haram, take photos of what is in front of you, so you remember, or can tell others, which side you came in from. As you walk through the gate, turn back and take a photo of the side you came from. This will help you find your way back after Umrah.
6. Rest: after a long journey, some rest, water and a light meal are essential.

Do

• Put the hotel card in every family member’s pocket, especially the elderly and children.
• Send your room number and hotel name to your agent and family; it can help in an emergency.
• Keep valuables in the safe.

Don’t

• If a problem is unbearable, don’t just bear it patiently; tell the hotel management and your agent straight away.
• Don’t speak rudely or angrily at reception.
• Don’t carry very valuable items with you.

Common mistakes

• Not remembering the hotel’s name and getting lost on the way back.
• Reporting a room problem too late to fix.
• Not finding out the shuttle bus times.

Frequently asked questions

What if the hotel or room is not as booked? If there is an unfavourable difference between the hotel or room you booked and the one you were given, and the reason for the change does not seem reasonable to you, complain to your travel agent straight away. If they cannot help, report it to the Ministry of Hajj and Umrah.

Why does the hotel keep my passport? Some hotels and companies take passports for registration. Give them a copy of your passport and take it back after registration.

My hotel is far from the Haram. What should I do? Use the shuttle bus.