ELAF Al Taqwa hotel is located a few steps away from the courtyard of the Prophet’s Mosque, adjacent to Quba Road (Darb Al-Sunnah). The hotel is a convenient lodging choice for pilgrims and visitors alike. It is only 25 minutes away from Madina International Airport and a walking distance from major religious landmarks.
Inspired by the rich values of Madina, celebrated for its unmatched hospitality and tranquil ambiance, we are committed to weaving the same tapestry of warmth and serenity into every guest experience. Our dedication to providing exceptional customer service goes beyond a mere commitment – it's a reflection of the authentic spirit of hospitality that Madina is renowned for. Our vision is deeply embedded in our visionary statement: "To be immersed in hospitality and modernity, be an integral part of the spiritual journey of our valuable guests, and to exhibit the kingdom of hospitality."
Planning: Every aspect of our customer service is meticulously planned to bring our vision to life. From guests entering our lobby, we orchestrate a warm welcome, personally escorting them upon arrival. This initial encounter sets the tone for a stay that goes beyond mere accommodation.
Our dedication to an immersive experience extends to Madina Gastronomy, where every detail of the hotel and the rich historical tapestry of Madina is thoughtfully defined. This gastronomic journey serves not just as a dining experience but as a cultural exploration, enhancing the overall stay for our valued guests.
Initiatives:
- Pre-Arrival Calls: Our commitment to personalization begins before guests arrive. Engaging in pre-arrival conversations, we seek to understand their needs and preferences, ensuring a tailor-made experience that exceeds expectations.
- In-House Courtesy Calls: Throughout the guest's stay, we maintain a continuous connection through courtesy calls. This proactive approach goes beyond standard check-ins, ensuring their comfort and addressing any needs promptly.
- Checkout Calls for Feedback: Post-stay, our commitment to continuous improvement is manifest in our feedback-seeking checkout calls. Every comment, whether commendation or suggestion, is valued as an opportunity for enhancement. The feedback loop doesn't stop here; it's a catalyst for immediate corrective actions, a testament to our dedication to delivering an exceptional experience.
Feedback Loop: After receiving feedback from our esteemed guests, we take a collaborative approach to ensure that every comment is thoroughly discussed with our team. This open dialogue fosters a culture of continuous improvement, where every team member is invested in the guest experience. Feedback drives immediate implementation of corrective actions for positive change.
Practice: Beyond the orchestrated initiatives and planned procedures, our commitment to service transcends mere words. It is an embodiment of the philosophy of serving from the heart. Complaints are not viewed as challenges but as gateways to transform an experience into one that is truly memorable for our guests. Each interaction is an opportunity to create a lasting positive impression.
Achievements: The success of our strategic planning and dedicated practice is evident in the following impressive results:
- Booking:
- Total Reviews 3027 reviews score of 9/10.
- Google:
- Total Reviews 954 reviews score of 4.7/5.
- Expedia:
- Total Reviews 177 reviews score of 9.6/10.
- Agoda:
- Total Reviews 249 reviews score of 9/10.
- Trip Advisor:
- An exceptional 88 reviews score of 5/5, securing the 3rd position among 262 properties in Madina.
The achievements highlight guest satisfaction and reinforce our standing as the preferred choice in Madina. Our dedication to innovative customer service positions us as strong candidates for the prestigious "Award for Innovation in Customer Service Management, Planning & Practice - Other Service Industries." In conclusion, our thorough customer service approach is more than a business strategy; it's a commitment to creating lasting impressions for every guest. As we evolve and refine our practices, we lead the hospitality industry, setting new standards and redefining excellence in customer service.
Nomination Title: TOP Hotel in MENA – Best Customer Service
