I travelled with my parents, both over seventy, and my biggest worry was the walking. The hotel was genuinely a four-minute walk from Bab Al Salam and the group coordinator carried my father's wheelchair up the ramp himself. Everything they promised on the phone was exactly what we got.
They arranged a candlelit dinner on a sandbank in the middle of the ocean without telling us — we thought we were going on a boat ride. Seven months later we are still talking about it. Worth every rupee.
The pre-Hajj training was the difference. By the time we reached Mina I knew exactly what was happening on each day and did not have to follow the crowd hoping for the best. The doctor with our group treated three people in our tent alone.
Our balloon ride was cancelled for wind on the first morning and they rebooked it for the next day at no cost, then rearranged our transfer so we did not miss the flight. That is what you pay an agent for.
Honest pricing with no surprises at the end. The shuttle wait was sometimes twenty minutes in the afternoon heat, which is my only comment, but for the price the package was excellent value.
I needed a same-day ticket to Toronto for a family emergency at eleven at night. They answered the WhatsApp, found a seat via Doha and had the e-ticket in my inbox in forty minutes.