BEWARE!!! THESE PEOPLE SELL ONE THING AND PROVIDE SOMETHING ELSE! I had the following problems: 1. Last minute changes made to the bookings I received an email few hours before the flight that my hotel booking was changed from the Hilton hotel to Al Shohada hotel. This change was never consulted with me and I never approved it. Also, the agent was not available after sending the email. I felt deceived. 2. Condition of hotel: The hotel rooms in Al Shohada hotel were very congested and washrooms were not up to the standards. We were told that the hotel was 5 star. Also, the shower door did not close properly and toilet seat had scratches/stains on it. 3. Location of hotel: We clearly mentioned in the phone conversation that we have an infant with us and we need a hotel near Masjid ul Haram. The given hotel was approximately 10 -15 mins walk from masjid ul Haram. This caused great inconvenience for us. We ended up having to pay locker fees at the masjid to store the infant stroller. 4. False booking hotel confirmation/ Visa problems in UK I received a booking confirmation for visa of my family in UK, but it was not accepted by the Saudi consulate in UK and this created problems in their visa processing . 5. Ahram kit We have never received any ahram kit (which was included in the package) even after reminding the agent several times. I also sent Fedex quotes to send the ahram kits. 6. Felt bound and pressured / Poor customer service After paying and sending my passports to the agency for visa processing, I felt that their service deteriorated. This shows that once they have received the money, they don't bother much with customer service.They didn't update me with any information and I felt bound to get service with this company as my passports were already with them and I had no other option. I've also contacted the owner & manager by phone and emails multiple times after my bad experience. But Mr. Mushtaq & Mr. Jamil never replied to my emails. They did not even bother to call and apologize for their poor service.