Protea Hotels
Reviews and Complaints

Hi there

My family and I were there for lunch on 3 Aug. I am extremely disappointed in the way our complaint was handled as We asked for more sticky toffee sauce on our waffle, on tasting the additional sauce brought to us, both my daughter and I were nauseous and had a bad ending to our weekend.

When we complained to the manager, he asked if he could replace our waffles which was spoilt by the additional toffee sauce and commenting that the kitchen found nothing wrong with the sauce, I declined his offer.

I was extremely surprised to see that on our bill we had been charged for the waffles even though it was spoilt because of the bitter toffee sauce.

I paid the entire bill and asked our waiter to give feedback from the manager before we left. We hung around for an hour but there was no one who gave us feedback.

Is this the general attitude of ur restaurant, Ad we experienced similar service before.

I then wrote them an email on 4 August but up until now we have not received a reply from them

Regards
Mrs Stuurman

I'm a Prokard member and I stayed in this hotel from 9 - 11 Aug 2019. Our room wasn't cleaned on 10 Aug. Also, while housekeeping left hand towels only in our room, they smoked in the room. After asking for bath towels they only left 1 bath towel and more hand towels in the room. Over the weekend we had 3 meals in the restaurant and at 2 occasions we had to asked for serviettes. Is this a Gauteng std? Never been treated like this in any Cape Town Pretoria Hotel.

We were in Langebaan for the week-end and decided to have dinner at Protea Saldanha as we've stayed there a few times before. At 16h00 we popped in to check the menu which looked promising. We were out for the afternoon and came back @ 18h30.
I ordered the 12 prawns & my husband ordered the line fish. When I cut the head off, dirt came out, this dirt is the head juice that is usually thick when cooked properly, instead of the green/gray colored liquid, water from defrosting, it was disgusting. My husband, who does fishing and knows various fish & seafoods really well checked and tasted and said it was not cooked properly. I asked the waiter to please return to kitchen and ask that the prawns be re-cooked which was much better by the time it came back but by then I was really put off. Nevertheless, we continued and ate what we ordered. When done, we proceeded to pay. We're Prokard members so expected the 50% discount on the 2 main meals, only to be told that 50% discount only applies if you order a starter & main or main & dessert. We've eaten at various Protea's before and never had this rule applied. I enquired about dessert and was told there is Crème Brule, Peppermint cake, Carrot cake & Black Forest cake. We decided to have dessert as well. A gentleman came in & I asked if he's the Restaurant Manager because he checked on us earlier before our main meal came. He said, he's the Duty Manager. I told him that the prawns were not cooked. He asked which room number we were and told him we walk-in dinner guests. He made a note and said he will inform the Chef.
We then went back to our table and waited at least 10 - 15 minutes for our "cake". Only to be served frozen desserts. We expected 2 slices of baked cake. Apart from that, I was given carrot instead of peppermint. The chef came around to all the tables & we told him the prawns were not cooked properly. He said it was langoustines, that's what the box says, that's why the skin is harder when cooking, which it's not, Langoustino Austral, which is common Argentinian Shrimp. My husband said it's not langoustines, as that have sharp protrudes on tail segments. The Chef argued that it is Argentinian langoustines - now no-where on the menu is there any mention that Protea Saldanha offer langoustines. We then showed Chef the hard frozen desserts. He said we should just leave it for 2 minutes, well we waited 10 - 15 minutes and it was still frozen.
I am deeply disappointed that, I assume, it was your Exec Chef who does not know how to communicate with guests, or what he is serving. I am in the hospitality industry and we give our staff training on how to inter-act with guests.
When we were done and paid, I said to the waiter, you should inform guests that it's not baked cake slices, it's frozen desserts because it's misleading, which it's not, supposed to be caked, that needs proper defrosting, I assume.
Such a beautiful location which unfortunately lacks professionalism ☹
PS: I tried to attach our bill in pdf format, but I get an error message.

It is now 21h00 and the conference facility has a church group singing and screaming. I have complained twice but told it's a regular booking so nothing they can do. My room 210 is situated right by the noise. I ca not believe a hotel belonging to such a big group allows this behavior and the rest of us paying guests must just accept it

Never again will I stay here ! I should not even have to pay for my stay ad it's been a terrible experience

I tried to purchase vouchers using my american express card, but it never came back with confirmation?

(I subsequently purchased a voucher successfully with my fnb credit card)

On my latest american express bank statement, it seems like the transaction was triplicated:

17/01/2019 protea hospitality g cape to -2, 033.00
17/01/2019 protea hospitality g cape to -2, 033.00
17/01/2019 protea hospitality g cape to -2, 033.00

When I arrived at my hotel room I discovered to my disgust that the toilet was dirty and had not been cleaned. Furthermore the bin in the toilet was broken and the hair dryer did not work.

The balcony light was not in working order and because the key and locking mechanism of the balcony door was rusted, it was extremely difficult to open and close it. The windows were also very old and difficult to open and close.

Never stayed in such badly equiped protea hotel. 1 no railings for towels (never experienced any hotel in the world without towel railings.2 no soap dish (wet soap falls off counter) 3 no toothbrush holder 4 ventilator in toilet not working which is spesifically necessary for such an enclosed toilet 5 no reading lamps 6 no bar fridge previously there was 7 no complimentary water. Went to reception to complain about above and reason was renovations were done to downscale. How on earth do one dowscale on things like towel railings. Later on returning to room one reading lamp instead of two and a bar fridge were in the room. Where suddenly did it come from? On arrival one person was at reception and only after a while after asking loudly if there is no service a barman helped us saying he dies not do arrivals and a lady called Avril appeared. Why must a booked client wait so long and asked for service to book in. The front office manager on duty was Bartman friendly but what could he really do? This was a fourth visit for this year on my partners procard, Martin Samuels, number [protected] but the worst visit in any hote

13sep18
made a resrvation in march at protea hilton PMB . had various communications with the hotel confirming everything. there were 8 of us. confirmed 13sep 10am all in order.
rcvd e mail at 1652 - no phone call to say tks for your booking but unfortunately we cant accomodate you and have moved you to PMB.? we had booked there specifically to attend the Hilton Festival so staying in PMB or Howick was NOT an option. we then had to split put group and run around the nite before to try and get alternate accomodation. No apology no compensation offered except a free breakfast next time we come? totally unacceptable . How long in advance do u need to book to ensure you are not left in the street? a phone call would have been better than an email. its obvious they just dont care.

I got scammed and are deeply unsatisfied as my prokard is expiring 09/2018 and I got a phone call which was not suspicious as they knew exactly that my card is expiring and offered renewal for my prokard. At the end they said due to being a Nedbank customer, if I renew for 2 years I get the 3rd year free. My question is HOW DO THEY GET OUR DETAIL? Is this being investigated by Protea Hotels (Prokard) as when I searched on the website, I found that this was a scam and so many people with Prokards were scammed and it keeps on happening as you can see when opening the link below.
I would like to get feedback on how they get our personal detail from Proteas database or is this an inside job?

Plse follow this link https://www.hellopeter.com/rs-travels/reviews/scam-please-stay-away-2421767#fb-comments

a certain Emily Lebopa Protea Hotel OR Tambo, is soo busy not to attend to customer requests.

For the past 2 weeks we have been asking for documentation for our company to pay them for our conference

To date we still awaiting documents.

Is Protea Hotel accounts so busy that some people are made to feel less important?/

Numerous emails and calls were made to the hotel but it still can't be resolved. ?

Paid for accommodation with my debit card, money went through on my phone as well as my bank statement. Nosipho made me wait at the reception area claiming I have not paid from 16:30 until 19:00. The lady kept on harassing me for the payment that I made in such a way I ended up going to the bank for a proof of payment - a bank statement, submitted the statement to the hotel by hand. Today-Monday 05 March, Nosipho is still harassing me for the payment I made. I am NOT impressed, I'm travelling and gave her proof that the payment went through if it's not cleared yet what should I do. Can a relevent competent person assist me regarding this.

Not sure if they know what they are doing there.

They were even struggling to use the speed point. Very confused bunch of people.

Would like to be assisted as soon as possible, because if I receive a call from Nosipho again regarding this payment I made, I'm taking further steps regarding this matter.

Regards

For a hotel that is supposed to be good I'll never stay here again. Protea Montrose. You can barely stand in the show it is so dirty. It looks like it was never cleaned properly and someone tries to cover up a bad timing job. It is so disappointing that I can stay in cheaper places with better condition. I was going to use this as a stop for the family on our holiday down to the sea. Never will I stay here again. For R1000 a night. And the shower looks like that. I canr believe that a hotel group wirh a so callwd good name can have a shower looking like this. No way on this planet will I use this place again.

Lusaka - Cairo Road

I have been visiting the hotel several times, in fact I am a Marriot member and have been staying in several Protea hotels all over Africa. So to make myself clear I have never seen a that the bathroom's are been given dirty to the next person occupying a room. The walls are dirty, I have asked them several times to look into cleaning the bathroom floor as they are sticky when walking bare foot. The air conditioners smell like they are wet, the plugs are not correctly fitted to walls, (Health and safety is very bad), the kettles are being filled with tap water, the shower walls, floors are dirty. there is not enough plugs in room to charge things. Internet NEVER stable. I can mention a few things and this is not according to my own standards but rather against the other Proteas I have been visiting. Seems to me management issues. But not for me to explain myself nor do I have to teach and train people to do their jobs properly, but would rather seek alternative places and make this public on social media. Facebook, twitter and Instagram will be my next result if not dealt with according to Health and Safety regulations and the standards of Protea.

The complaint is regarding the Protea Hotel Hazeyview in South Africa.

We booked a room at the hotel on Saturday 4 November after reserving the last room available with a lady by the name of Annie. She confirmed that she had booked the room, we advised her that we would be there in about an hour and a half or so, to which she said that we should drive safely. When we were about 15 minutes out of town she phoned me on my cellphone to say that she had had to cancel our booking, as there was a group that were booked into the hotel, they had forgotten to reserve a room for their driver. We responded that we had a confirmed booking. She said that we had only booked late, and we were walk-in guests. I do not know what she meant by this, as we had booked telephonically. She was not apologetic and argued with us about our booking, saying that we should not have booked so late and that our booking was not confirmed. We were completely speechless. I had 15% left of my cellphone battery, it was now evening, and we had nowhere to stay, with limited resources to try and find alternative accommodation. She phoned us back about 10 minutes later and advised us that there was availability at another hotel, and gave us their telephone number. We immediately phoned them, but they didn't know about any enquiry for us, and that this was incorrect, they did not have anything available. It seemed she hadn't even phoned them to check availability. We called Annie back, and she did then arrange accommodation elsewhere for us.

We are still completely flabbergast at her attitude, the fact that our room was cancelled was bad enough, but the experience was exacerbated by her complete disregard to the situation she had put us in; her attitude towards a guest was argumentative and beyond atrocious.

We request that this matter is investigated further and that we receive feedback on this to prevent social media reporting.

NO RESPONSE / FEEDBACK HAS BEEN RECEIVED TO DATE, 2 WEEKS LATER.

On the morning of Saturday 30 September 2017 our vehicle was parked in the dedicated underground parking area at the Protea Hotel Fire and Ice Menlyn. The vehicle was unlawfully removed at approximately 7:30 in the morning as per the hotel security footage. We were only notified of the incident at about 9 in the morning. Upon our departure at approximately 11:30 the security guards manning the exit at the underground boom gate appeared to be unaware of the incident. Even though there was a breach in security the guards did not appear alert and informed. No security checks were performed. The reservation was made by Mr. PB Swanepoel. Our resolution would be that the hotel would up their security and that we would be refunded. We stayed for two nights and had two rooms.

I have email the manager twice as per the business card provided by the
front desk.I also emailed as per on the website.no reply.
Dear Michelle

Hope this letter finds you in the best of health and spirit.

I have always been a loyal customer of your hotel, be it sleeping over
Or just coming by for breakfast /Lunch on a very regular basis and have always appreciated the excellent customer service you offered.
However a recent unpleasant experience has questioned my belief at Protea Hotel Umhlanga Ridge to provide top notch care customer care all the time.

I stayed at Room 202 with on the 26 August 2017 to 27 August 2017 as I am a prokard member and wanted to use my FREE STAY as a little break.
First we entered the room which smelt absolutely stale and stuffy. Both my hubby and I being asthamic patients this has impacted on our health while we stayed there.
We switch the air-conditioned on which didn’t help at all.

Secondly my son was feeling very cold as he had the flu, the maintence manager said we could request a heater from house keeping which I did at 3:30pm
The housekeeper said she would send one to the room. At 6:30pm I called again and again she said she will send one up to my room, that’s also didn’t happen.
At 9:38pm I called reception only to be told they had no heaters available. She could have told me in the first place.
The cups in the room smelt revolting, l like they were not used in years.surely they should be cleaned every time a customer comes in.
The batteries on the TV remote didn’t work as well.

In short, Protea Hotel Umhanga Ridge have totally shattered our mini break leaving us more tired than ever.
I’m unable to take calls as I’m extremely busy however you welcome to email me.

I made a booking more than a month before to use my 1 free voucher for a family room.

On the eve 12 August 2017 my family and I checked into to Protea Hotel Roodeport.

Firstly there were only 2 towels in the room even though I confirmed my family booking for 2 adults and three kids on 2 occasions. When I asked for more towels at reception, I was told it's late and no one can assist me.

The bathroom sink was clogged.

The next morning even the toilet got clogged.

Shower facility was so dirty.

It was so sad. Two weeks prior to this my family and I stayed at Protea Hotel Karridene. It was amazing there. The staff was fantastic, the place was fabulous. Housekeeping came past late in da evenings to find out if we needed anything. I was so impressed with Protea Hotel Karridene, didn't expect such horrible service at Protea Hotel Roodeport.

Food was left overnight in the hallway.

I visited Protea Hotel in New Church Street, Cape Town today as I was hoping to have one of the best recommended milkshakes Ive been hearing of. As I entered the place, a greeting was no where to be seen, just as much as the waiters. I had to get up and request a menu from the bartender, Wonder who was not an efficient waiter. Constantly having to get up was annoying. The manager, Landile passed us numerous times and did not bother to ask about our visit. I did not enjoy my visit there and would not recommended this place to anyone and it is a shame the very poor service dampened my entire day.

I checked in at the Protea Fire and Ice Cape Town with a recommendation of a smoking room and reservations had called me to confirm this. As soon as I checked in today reception advised that they have no record of this and they have no smoking rooms available. All that I was offered was an apology which is pathetic. As a loyalty member, is this how you treat customers?