I would give them no stars if I could.
TLDR: Unless you can't find a place in Madinah that's within the 20-minute walk radius and your dates are fixed, don't book this place.
The staff - with the exception of one helpful lady at the front desk (didn't get her name) and one male staff member (Shareef), the room service team/front desk team will not care about you. We called the room service number a dozen times for the same thing and would have to go down to remind them just to get sent back, saying it will be delivered. And it never reached the room.
The shuttle - the only plus - but it was typically efficient only one-way (to the Haram) because there wasn't a fixed time for a return shuttle, so we ended up catching a cab.
The breakfast - where do I get started, apart from eggs and their bread, everything else was a disaster. We ended up grabbing a bite around one of the places around Haram.
The Rooms - the rooms that are sold for 4 people basically is a tiny double room that has two extra twin beds. It's impossible for 5 adults to even walk around that room. The pictures are deceiving. The bathroom is tinier!
Amenities - No iron or blow drier in the hotel (not the room, but the entire hotel). Old dirty pillows. Dirty carpets. No extra bedding or pillows. The room service was so stingy with extra towels, too!
Location - it's over 20 minutes of a walk so while they claim it's close to the Haram, it really isn't