Practical information and tips for your Umrah or Hajj journey
We have gathered the practical information you need about hotels, transport, the pattern of worship and the program, so that your days in the holy lands are as peaceful as possible.
Hotel and Transport Information
Hotel check-in is usually between 15:00 and 17:00; these times vary by hotel and by how busy the season is.
Check-out is at 12:00; rooms must be vacated and keys returned to reception by this time.
On arrival in Saudi Arabia you will be directed to the correct coach at the airport, according to the coach number shown on your name badge.
At hotels with a shuttle service, no shuttle departs for the Haram in the 30 minutes before prayer time; if you wish to pray at the Haram, please set out earlier accordingly.
In the event of any health problem, our staff will accompany you to hospital and help with interpreting and obtaining medication.
Our agency provides every traveller with up to five litres of Zamzam water free of charge; it is delivered to your hotel by our representative in Makkah. Writing your name on the containers makes it easier to match them to you.
Baggage allowances vary by airline (usually between 20 and 30 kg); excess baggage charges are set by the airline and are not included in the tour price.
What to Watch for at the Haram and Masjid an-Nabawi
Cameras, food, pushchairs, blankets and similar items are not permitted inside the Haram or Masjid an-Nabawi.
We recommend carrying your shoes with you in a plastic bag; otherwise they are very likely to go missing.
We advise against taking your passport or large amounts of cash into the Haram.
Take care to avoid heatstroke and do not stay outdoors for long periods during the hottest hours.
For Friday prayers we recommend arriving early so that you can find a place more comfortably at the Haram.
Those wishing to perform the Tahajjud prayer should be at the Haram at least three hours before the dawn prayer.
Entry to the Rawdah for women is limited to certain periods of the day (generally morning, afternoon and night); the remaining hours are reserved for men. Current entry times are announced through the Nusuk app, and your group guide will also keep you informed.
Our Mutual Responsibilities
So that your journey runs smoothly, we would like you to be aware of some key points in our terms of participation:
We reserve the right to change the date and time of activities set out in the tour program, provided that notice is given one day in advance.
If you request a cancellation or change, any resulting penalties, charges and costs already incurred may be deducted by us.
If a cancellation or change becomes necessary before the tour begins for reasons attributable to us, you will be informed; you may exercise your right to cancel or move to an alternative program we offer. If you choose to cancel, the amount you have paid is refunded in full.
If a change becomes necessary for reasons beyond our control — such as visa, flight or hotel availability — you will be informed and alternative solutions will be applied with your approval.
Saudi Arabian visa procedures are at the discretion of the relevant consulate; submitting an application does not guarantee that a visa will be issued. If a visa is not granted, the related costs are borne by the traveller.
Our agency cannot be held responsible for airline or vehicle delays, or for unusual delays at the consulate.
Excess baggage charges and any items lost or damaged in transit are matters for the airline concerned.
It is the traveller’s responsibility to submit the requested documents complete and on time; our agency is not responsible for delays caused by late submission.
Payment of the tour price must be completed no later than 20 days before departure.
The Turkish departure levy, passport costs and similar official fees are not included in the tour price.
Services Included in the Price
The following services are provided as standard in our Umrah packages, depending on the type of program:
Return flight ticket
Accommodation in Makkah and Madinah at the stated hotels for the stated number of nights
Set-menu breakfast, lunch and dinner at economy hotels; buffet breakfast and dinner at luxury hotels
Airport transfers, intercity transfers and sightseeing tours by luxury coach
Visa and Diyanet formalities
Compulsory travel insurance
Guiding and religious instruction services
The services included vary by program type; please speak to our consultants for the current contents of the package that suits you.
Questions About Your Journey?
You can ask us anything you wish about program details, hotel information and our terms of participation.
