Protea Hotels
Reviews and Complaints

When we arrived at the property at 14:00, there was loud music from reception. We asked for rooms next to each other and we got rooms blocks aways from each other.

The noise levels were appalling and we were told by the staff there is nothing they can do. We couldn’t sleep because there was a huge party. I called reception and lady names Paulina said the party will stop at 10pm. We are not staying here for free. No consideration for the rest of us. I am disappointed in the service. Cars are just parked everywhere with no control. Security is not even checking. We didn’t feel safe here.

I find it extremely disappointing that I have to write this email. Recently I have been very disappointed in that whenever I try to book a reservation at your hotels in Durban none are available. I find that unacceptable and cannot imagine that all the Durban hotels are filled at 100% occupancy - It is not even a peak period. We obviously choose to buy into the prokard system as as an “escape” from everyday life and when we are unable to use what we were sold it becomes quite frustrating. Whilst I understand the occupancy could be the problem in THIS instance, this is not our first incident of being unable to obtain room. I also appeal to your sales team to mention this to customers upon purchase of the vouchers, and whilst we understand the “subject to availability” clause, one cannot expect to be turned down time after time. It certainly sheds negative light on the concept of the PROKARD itself. I must now go and pay to stay at a hotel, in addition to paying the prokard fee(which we did assuming we will benefit from the system). In addition to that we stand the risk of vouchers getting expired. I find the prokard concept a complete "catch" and I will certainly not be re-purchasing it. I suggest you draw inspiration from your promise of Best GUEST service and talk the talk !

I drafted a mail to PROKARD direct and this was the response :

"In response to your below email, Protea Hotel is unable to assist with a voucher as they are experiencing very high occupancy, vouchers are subject to availability and some hotels can assist during the week some hotels can only assist during the weekend subject to their occupancy. They allocate the rooms for a voucher and once they have received that number of bookings then they close availability for the voucher.

This certainly isnt best guest service !

Good day
Attention management
Problems faced with my stay at the hotel
From 11 January 2023 15 January 2023

I booked in on the 11th of January in room 410 which was a Wednesday because I requested it but the lifts were not working from the 8th and reception did not inform us or offer us to change the room. We walked up to the 4th floor with our luggage. On the same night we were given torn towels to use. On the Thursday after breakfast I was locked out of my room. On Friday the 13th we came back from the pool to our room and the air conditioner stopped working. It was going on and off multiple times, I informed reception about it, about an hour later and nothing was done about the issue. I phoned again and a maintenance guy came up to fix it. I was under the impression it will be fixed soon and the matter will be over with but then I get a call saying that I have to pack up only to move 5 doors away. I was still not moved to another floor although I complained about the lifts not working. When I entered my new room the fridge was mouldy on the inside which is very unhygienic for a PROTEA HOTEL. On Saturday after dinner I walked up with my family to the 4th floor and I was locked out of my room for the 2nd time. The next day, an extremely hot day for the 2nd time our room air-conditioning stopped working. The maintenance guy couldn't fix it and we were asked to move to another room again which was room 120. This is totally unacceptable service for a holiday my family and I were supposed to be relaxing instead, we were switching rooms more. Every single day I had an issue with this hotel and I am extremely disappointed on this visit..

And the same towel given to me yesterday...
Kind regards
S Govender
[protected]

I have to stay over at Protea Mafikeng on a regular basis for work purposes. Every single I been made to feel like a homeless person trying to bum a night's sleep. I work for a big retailer and the company books through TravelIT. Protea has account with them, yet every time there is a payment issue. The voucher clearly was booked and specifies that it should be billed to the company. I've been told on a few occasions late afternoon to either pay for myself or go seek a different place to sleep. Today I was supposed to book in, I tried phoning in the afternoon to see if all is well with the payment, couldn't get through, so I decided to drive through. I was met by 2 ladies at reception that did not smile, my account was drawn up and I was told sorry no prepayment has been made. I've previously logged a complaint and was assured that this will not happen in the future they will make a note on my account. I asked to speak to a manager, she Meme refused to come out, like the previous time as well. How does a manager refuse to adress customers. I had to call the travel agency my cell phone was taken from me to the managers office. The receptionist returned forcing the manager to bring back my phone. I was greeted coldly by her without any smile. I had to ask her what was said and what will happen. I basically had to force her to take my detail to phone me once everything was sorted. When I checked in she passed me without greeting. I got to my room, after a while I checked the bedding, one bed had normal and public hair on the pillows and sheets, the other bed had stains on the sheets and one pillow. I phoned the manager on dury who said they'll send housekeeping. I was asked to leave the room while the bedding is changed. Really awful service and unpleasant stays every time. And complaining seems to not even help! The management doesn't seem to mind unhappy customers that continues LY complains. This will be my 4th complaint and nothing is ever done! Why should me or my company ever use Protea again if I'm treated like a nuisanse?

Good day

On Thursday 28/04 we went to Bloemfontein as my daughter was getting her tonsils removed on Friday, we arrived late in Bloemfontein and decided to sleep at the first hotel we could find and that was the Protea hotel, it was already after 8 in the evening. At the reception we were helped by a guy named Thabiso, i think i read correctly. we asked him for one room for me, my husband and my daughter. He said them there is a inter locking room a room with a door in between that can be opened to be one room. He said then it would be R1 666 per night. We said yes we will take it then. When we came to our room, we saw on the sms from the bank a amount of R3 332 was charged, we went down statirs to ask him and he said no we understood him wrong, this is two rooms and it is R1 666 per room. that was not what he said, he said for us all it will be R1 666 per night. We had no other choice but to stay there as my daughter is 3 years old and we can't drive a round at that time to find a place to stay. We are very unhappy with the service we got from them.

I have been standing in line to bookin at protea hotel Oliver thambo for more than 2 hours. When I finaly reached reception just to find out the rooms are not yet cleaned. It is nou 22h00 on the 3rd of Aril 2022.

At reception there was only one person working. Trying to serve over 30 geasts waiting in line.

This is unexceptable.

We stayed at Protea Upington from 4-5 March 2022. We left a pair of shoes in the cupboard by mistake, we informed them on 6 March 2022, they stated that they will check and phone back, up to date we have never received any phone calls back from them and phoned them numerous times again and still received the same feedback, they will check and let us know. We are still waiting for the returning calls. Spoke to the manager on the 22nd March 2022, same answer, the cleaning ladies not available he will phone back after he spoke to them, still no feedback. Seems the cleaning ladies are MIA. Can someone please give us feedback?

I clocked in on Tuesday 2022/02/02 in room 149.

1) Shower not working properly, low pressure

2) Toilet not flashing need double flash every time

3) Air conditioner making a noise

4) Duvet cover bottom open, cannot be closed. duvet slipping out of cover

5) Previous person in room used dustbin for banana peels and chicken bones, that was still full and not cleaned before i received the room

6) Staying for 3 days but only two hangers in room.

7) Light switch of the bedlam broken, when switched on it flashes if you touch the light

Hi, my name is ryan dave carminada, i am validating the employment contract given to me by PROTEA HOTEL under this email(info.[protected]@gmx.us)i am wishing if you can respond me to soonest possible time.i want to hear if the mail was a scam or not?
Also i want to verify. Under contract if mrs kimberly nolan is the real ceo/m.d of Protea Hotel San Diego Ca, USA.

Here is my email:ryandave.[protected]@gmail.com

We book a Buffet dinner on the 5th of June at Protea Hotel at Kruger Park Gate.
As it was my 60th birthday I ask 11 friends and family to join me for what used to be an immaculate buffet venue.
Sad to say being charge R295 a head, with only 2 veggies and only one soup. The soup was a sweet butternut soup and not one of us could eat it. I don't even want to talk about the meat ect.
The overall experience as a buffet dinner was by far the worst buffet we ever had.
Before dinner we sat on the wooden deck overlooking Kruger National Park. We ask at the bar for some milkshakes and was told that they do not have any. After requesting at the entrance bar for milkshakes the lady in charge told us they do make milkshakes on the deck but she will help us rather and will take it up with the bar man at the deck.
Sad

I would like to file an official complaint against Protea Hotel OR Tambo.

On the evening of 9 March 2021, I checked into the hotel after 8pm for one night only. I checked out the following morning shortly after 5am as I had an early flight. After taking off, I discovered and realized that I forgot my flash drive in Room 522. I called the hotel during the afternoon and one Ruth advised I call back in half an hour. When I called back, I was told she already went home. She purposefully requested I call back at a time she would not be available to take my call. I called again and was informed I would be called back but no one called me. I called back again and eventually was informed that someone will call me and I stressed that no one calls and everyone promises to do so. Eventually a lady called me. She was extremely dismissive and informed me that housekeeping did not find it and that the room was not made up yet. I informed her that it is good and requested that they please look again. She was very annoyed at me and said she will call me but to date has not called me again. I told her that I am not implying that I MIGHT HAVE left it in m y room but that I am informing her that I definitely forgot in it in the room in my haste to rush to the airport shortly after 5am in the morning. It is my view that no one else had access to the room except for Protea Hotel staff and that it was stolen. The alternative was that they were not prepared to do a diligent search and imminently dismissed my plea. I am horrified that this was the manner I was treated and how unprofessional this issue has been dealt with . I did not expect that my property will be stolen at a Protea Hotel and have taken under consideration to pursue criminal charges if this is not resolved.

We came for dinner on 16 october and needless to say we were very disappointed in the buffet dinner. Only 3 salads, 1 choice of starch, chicken and fish on the menu. We could have done a better job at home. Buffet dinner needs to be exciting and offer a variation of food we will never forget. This was definitely not worth the money we paid.

On settling the bill the waiters switched off the lights because we stayed there too long and they wanted to leave. How rude! We are still clients and deserve some level of respects. If such a big name in the hospitality industry has workers treating people like this you wont survive. We expected way more from protea hotels and are very saddened by this experience, we will not come back!

Good day

I would like to to register my complaint for your urgent attention. I made a booking in Protea Hotel Umfolozi river. I was supposed to check in today 08/08/2020 and check out 10/01/2020. O use my vouchers as I am a prokard member number [protected].
I drove all the way from Pretoria to the hotel only to find out that the state of the room is unbearable. The rooms are so dirty and the is clear visibility to rats online and fecesand the smell is unbearable. I even took pictures to that effect and also called the manager to witness that. I'm saddened by the fact that they couldn't help by giving us a clean room nor move us to other hotels nearby. We had to book another protea hotel in amanzimtoti and drove an additional 230 kilometers. What saddens me the most is that we were traveling with kids who were extremely tired.
Can you get to the bottom of this and ensure that justice prevails in this matter. I also took pictures to support these allegations.
Thank you.
My contact details
Nyiko Nkwinika
[protected]

Nepotism - Practice of appointing relatives and friends in one's organization to positions for which outsiders might be better qualified.
Dearest Marriot Body
I have a question. Is nepotism allowed within your corporation? If not, then did you know that it has been happening quite frequently beneath your nose?
I have some information you may want to know, did you know that a certain Ashlyn Griffiths has hired not one but two of her siblings to work within your hotels, without experience and she, of course, was the manager of at least one of them, nut how did she pull this off? Well it's easy when they have the same mother but different fathers, therefore = different surnames. Zhane van Wyk ex-employee of Fire and Ice Melrose Arch worked (untrained, unqualified and unexperienced) and trained (without paying the appropriate fees) under you for at least a year (2013-2014), and who knows, of she had stayed maybe she'd be up for a promotion like her siblings, Jean van Wyk (either worked for or is going to work at Wanderers -but I'm sure you know-, who at first untrained, unqualified and unexperienced… as well as had been placed on shifts which awarded him higher pay) who is now about to start a new job of which he, as recently as December of 2019, got promoted to, and of course sister, Ashlyn Griffiths, who for her nepotism got to become General Manager of Marriot Transit. That's not all, isn't it a bit funny that Ashlyn recently reprimanded a staff member for hiring one of her own family members with Ashlyn's knowledge? Which begs the question is it or is it not allowed? Because not so long-ago Jean was confronted by a colleague who had too found out that Ashlyn and Zhane were his sisters which left him jumpy and quite defensively on edge.
What do you have to say? Is it fair? Is it right? Is it just? Is it allowed? Is such nepotism which results is lavish hurdle jumping, favouritism, special treatment, rewards and promotions allowed or is this just some juicy gossip story for the press and its job seeking readers to indulge in?

Yours Truly
nextstepthepress

My colleague and I ordered two beverages during our meeting.
Two Steelworks (Non-Alcoholic drinks, very similar to a cola tonic and lemonade)
The bill was R70 each x 2 = R 140.
I questioned the cost of R70 each for a soft drink?
According to him thats it. It's part of the cocktail menu.
I called the Protea Hotel in Melrose Arch to determine what they charge for the same Steelworks. They charge R50.
A cola tonic and lemonade soft drink is R25.
Again I questioned how is it possible that a Steelworks at R70, and wanted to know why the Protea Hotel in Midrand is even R20 more expensive as another Protea Hotel.
Secondly it is nothing but daylight robbery, because the cost of a Steelworks can't be more than R15. The answer by the Food & Beverage manager was that they use a different glass, compared to other Protea Hotel. What a lot of bull. Incompetent.
I will never recommend the Protea Hotel in Midrand to anyone.
I will be posting this on social media later tonight.

Dear Sir/Madam

I was guest at your various Protea Hotels for many years and just had the most dreadful experience your Protea Hotel Upington on 26.9.19. They firstly placed me in a room with no windows. I informed reception who told me that they were fully booked and had no alternative room available.

At about 0h30 whilst asleep in room 434 I was drenched with water pouring from the ceiling which came from the room on top of mine. Needless to say, I was in a total state of shock and feared that I could be electrocuted since the water was also pouring from the light fittings.

I immediately notified reception and the male receptionist indicated that they would come and investigate immediately. I waited +/- 20 minutes and when no one came to my assistance I was forced to go down to reception in my wet sleepwear. The receptionist was on the phone not displaying any care whatsoever to my predicament as his guest and customer. He was more interested in talking to whoever he was trying to contact.

I eventually got my suitcase out of the room that was totally flooded by now and went to sit downstairs. At about 1:30 he informed me that he found another room for me (again a room with no window). At no stage did I experience that your employee had my best interest at heart. It was the most unpleasant experience.

When I checked out this morning the new receptionist enquired about my stay and when I informed her about my ordeal she insisted that I speak with the General Manager. Yet again I was disappointed. At no stage did he apologise for my inconvenience or portray genuine concern, he rather referred to the fact that the plumber only arrived at 4am.

I have been a guest of Protea hotels for more than 20 years and can honestly say that I have never received such appalling service. I was dissatisfied at times but staff at your various hotels always tried to tend to my compliant in the most professional and amicable manner which I definitely did not experience at Upington Protea Hotel.
I frequently receive mail from Marriott Hotels (my membership no. [protected]) indicating that I am a valued guest - I definitely do not feel valued at all and will never visit that hotel ever again.

I checked in on 27 August 2019 at your Kimberley Hotel. I encountered 2 problems, 1) no telephone in the room; and 2) channels on TV faulty. I received a telephone after informing the reception. The channels are still faulty this evening, 28 August and I am sure it will remain off when I depart on 30 August. I cannot watch the news or live soccer matches. This is supposed to be a home away from home. I find the service to be very poor.
My name is Ronald Oppelt and I frequently stay at this hotel. My room number is 307.
My email address is: [protected]@yahoo.com