From the moment we arrived at the "5 star hotel", we faced numerous problems. When we had entered our room, we were trying to relax after our tiring journey before we embarked on our Umrah. However, we received a phone call from reception saying that we are late checking out and we must vacate the room. I told them that we had just checked into the room that they had given us. She then apologised for the mix up. Ten minutes later, two strangers entered our room using a key card saying the hotel had checked them into the same room. We told them that we had been checked into the room twenty minutes before. They left to speak to Reception. I rang Reception straight away and explained what happened. They said that they would investigate what happened and ring me back. Instead, a member of the hotel staff arrived shortly after saying we had to vacate the room because we were late checking out. My husband explained that we had just checked in. The man apologised and disappeared. All of this happened while we were in a state of ihram. I rang Reception and told them what happened and how this was unacceptable behaviour. This time I received no apology. In addition, we booked a taxi with the car rental place inside the hotel and confirmed that we had to leave the hotel at 1.30 the next day. The man reassured us that the car would be there. However, this was not the case. The next day at 1.30, there was no car waiting for us. We rang the car rental man multiple times but his mobile kept ringing as it was behind his desk The man behind the car rental desk had vanished from 1.15 onwards. It was 1.35 and I spoke to someone from Guest Relations telling her that we had booked a taxi but it wasn't outside and the man who reassured us that it would be there was no where to be seen. She didn't know what to do. My husband then called a taxi from Karim but the driver was going to be there until twenty minutes later. We had no option but to wait. Then. at 1.45, the car rental man strolls in. I complained that he did not honour his word and we will be late getting to the airport. He didn't even apologise. Honestly, I have never experienced such poor service from a so called 5 star establishment in all my life. The hotel staff are in desperate need of training in customer service. With regards to the room itself, it wasn't sound proofed as falsely advertised. We could hear children from both sides of our hotel room into the early hours of the morning on the three nights that we stayed. The boy from next door also rang our doorbell multiple times and ran away. The first time he did this, he woke me up and disturbed my sleep. When I rang his doorbell and spoke to his mother, she lied that she only had one child who is a toddler. I told her that my husband saw her son ringing our doorbell from the peephole. She then declared that she doesn't speak English! There have been lots of positive reviews about this hotel but I really can't understand why. Please avoid at a