Onestop travel accomadates umrah pilgrams in hotel that sells alcohol

To further explain my sheer disappointment on my above review let me elaborate on my experience with Onestop Travel.

My family and I went to their Overport Umrah offices and where assisted by an agent who was very professional and we chose the upgrade option which we were told as follows;
1. we will be accommodated in 4 and or 5 star hotels
2. will include breakfast

From the onset we advised the agent my husband and I being disabled will require hotels closet to the Harem in Mecca and Rosa Mubarak in Medinah.

We further said if the hotels will cost more its ok we will pay the difference but it was non negotiable as being disabled we needed this assurity.

We also requested wheelchair assistance at the airports and air tickets with extra leg room.

We told the agent this was our very First Umrah trip and we will need as much guidance as possible.

The agent said "don't worry i am going to be on the same trip and so too will my husband and also my whole family, we have many ziarats planned you will be in good hands.

I remember the day clearly as my husband and i cried as we were so happy with this agent and her promises and she seemed to really care.

We were finally embarking on our first Umrah trip and we were very emotional and this agent seemed to have really listened to all our needs.

As time went we received no feedback from the agent.
We called the office we were told she is not available.
We left messages for her and she did not respond.

We then remembered she gave us her cell number and so I messaged her and she did not respond yet on my phone it showed that she read the message.

I then contacted her telephonically and she did not answer my calls.

Eventually she sent a message and said I am no longer with Onestop.

Bewildered i contacted her on her and i had to do so a few times until she answered the call.
Her tone had changed and I was worried.

She was very dismissive to me and I could say nothing as she just left us in mid air after selling to us everything we wanted to hear.

We then contacted OneStop Travel and was assisted by the head of the Department who was extremely polite and courteous.

We had to start afresh with him and explain to him that we were both disabled and we needed hotels closest as well as wheel chair assistance and the extra leg room.

This new agent seemed even more nicer and we felt better again and once again we were happy to proceed with OneStop Travel.

So you might ask why am I so dissapointed;

1. We paid to visit Turkey Medinah and Mecca
2. We paid for the upgrade option which we were told we would be accommodated in 4 and or 5 star hotels.
3. We requested wheelchair assistance
4. We requested extra leg room
5. We requested hotels closest to the Harem in Mecca and the Rosa Mubarak in Medinah
6. We requested guidance as this was our first Umrah Trip

what we got was;
1. Yes we did visit Turkey Medinah and Mecca
2. In Mecca and Medinah we did not get 4 star hotels however in Turkey we did get a 4 star hotel
3. None of the flights were booked with wheelchair assistance
4. None of the flights were booked with extra leg room
5. In Mecca we so far from the Harem that the we had to hire wheelchairs and wheelchairs pushers from our hotel to the Harem entrance-at an additional cost of 250SAR pp.
We were happy with the hotel proximity to the Rosa Mubarak in Medinah even though it was not a 4 star hotel.
6. The 1st agent whom we initially booked our trip was also on the trip with us and she totally forgot all her many promises to us. She would however randomly greet us and scurry away.
Her sister though who was very vocal was very disappointed with Onestop and made her unhappiness known to us whenever she caught sight of my husband.

Our intention was to perform our Umrah and we just did not want to be distracted.

The 2nd agent whom completed our booking was also on the trip and was no where to be seen.

Over and above this:
We were told that our package will include the cost of our Visas and this was not true as over and above the upgrade package option that we opted for we had to pay a Further R1000 pp for Visas and another R1000 pp extra for ziarat which was basically transport to and from the hotel to the airport.
In Turkey we had a tour of Istanbul in a tour Bus.

In fact my family and i overlooked all Onestop's indiscretions and false promises as the bottom line is we went on Umrah and our heart was happy.

What I can not accept is that Onestop took Umrah pilgrims and housed us in a hotel in Istanbul that has a bar and serves alcohol.

This is not acceptable.
All the other broken promises i overlooked but not this one.

I am disappointed as in my initial review I wrote

"I contacted my agent and he says
1.the airline chose the hotel
2. It's free
3. I will inform the owner I am only staff"

In Turkey when I contacted the Head of the Umrah division (our 2nd agent) he said that as Onestop used Saudi Airlines Onestop got the Hotel in Turkey for free.

He further dismissed me by saying I am only a staff member as though its not its problem.

Thus Onestop Travel has insulted my integrity as a Muslim by housing my family and I in a hotel that has a bar and serves alcohol.

Further instead of vacating us immediately they chose not to.

To date the "Owner" or anyone from Onestop Travel has not contacted us.

Onestop Travel is not a Travel Agency with Integrity.
Staff have no loyalty to the Onestop Brand.
Staff take no responsibility and the Agency does not seem to care!