What if the hotel or room is not as booked?
Short answer: First speak to hotel reception and show your voucher. If it isn’t resolved, tell your travel agent, and if it still isn’t resolved, complain to the Ministry of Hajj and Umrah on 1966.
What happened
The hotel doesn’t accept your booking, or the room is different from the voucher: more people in the room, a broken AC, or it isn’t clean.
What to do now
- Show a copy of your voucher at reception and explain the problem calmly.
- Take photos of the problem, such as the broken AC or dirty room.
- If reception doesn’t fix it, inform your travel agent with the photos and voucher.
- The agent will speak to the Saudi company. Meanwhile, keep your luggage safe.
Who to contact
- Hotel reception
- Your travel agent
- Ministry of Hajj and Umrah, 1966
When to escalate
If you have no accommodation by night, or your agent can’t be reached, complain on 1966. Details are on the “How to Complain” page.
Prevent it next time
- Carry several copies of your voucher.
- Check the room at check-in and report problems straight away.