Based on recent customer reviews, Protea Hotels delivers a sharply divided guest experience across its South African properties. Guests repeatedly praise named staff for warm, personalised welcomes, along with comfortable beds, spotless rooms and generous breakfast spreads at branches such as Mahikeng, Tygervalley and Umhlanga. Frustrations centre on food and beverage service, where room service and restaurant orders reportedly take up to an hour, alongside billing disputes, missing belongings and parcels, poorly maintained Fire & Ice rooms, and managers who handle complaints dismissively.
TrustIndex
3.6
Â
NPS Score
-20
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Protea Hotels
What do customers say about Protea Hotels?
Based on recent customer reviews, Protea Hotels delivers a sharply divided guest experience across its South African properties. Guests repeatedly praise named staff for warm, personalised welcomes, along with comfortable beds, spotless rooms and generous breakfast spreads at branches such as Mahikeng, Tygervalley and Umhlanga. Frustrations centre on food and beverage service, where room service and restaurant orders reportedly take up to an hour, alongside billing disputes, missing belongings and parcels, poorly maintained Fire & Ice rooms, and managers who handle complaints dismissively.
Is Protea Hotels trustworthy?
Protea Hotels has a TrustIndex of 3.6 out of 10 on Hellopeter, based on 23 reviews in the last 12 months. Hellopeter has tracked Protea Hotels across 644 total reviews. How is the TrustIndex calculated? →
Recent reviews (23)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Aug 2019
Underwhelming Experience, Expected More
Visited Mosselbaai recently and stayed at the Marriot Protea Hotel. I am afraid for the price per room; I was quite shocked at the quality of service provided. Firstly, the floor and rugs were extremely grimy and dirty during our stay and the issue persisted after cleaning staff had visited our room several times during our stay. On my last night at the hotel, I got up in the evening for some water and was wearing white socks. After walking over those floors, the socks were covered in black grime and dirt on the underside. Secondly, there was no hot water. The rainy, cold weather we experienced whilst here was not helped by the fact that we had to take cold showers when we came back to our room. Once again for the price charged, I would at the very least expect there to be hot water available. Thirdly, this is more of a design critique and not something that factored too much into the rating, but the bathroom in our room had no door! I don't quite understand the fascination with these sorts of room designs. Depending on who might be sharing a room like this, this could be quite awkward and in fact I had to leave the room and use the communal hotel bathrooms whenever the need did arise.
1 reviews | Active since Aug 2019
Underwhelming Experience, Expected More
Visited Mosselbaai recently and stayed at the Marriot Protea Hotel. I am afraid for the price per room; I was quite shocked at the quality of service provided. Firstly, the floor and rugs were extremely grimy and dirty during our stay and the issue persisted after cleaning staff had visited our room several times during our stay. On my last night at the hotel, I got up in the evening for some water and was wearing white socks. After walking over those floors, the socks were covered in black grime and dirt on the underside. Secondly, there was no hot water. The rainy, cold weather we experienced whilst here was not helped by the fact that we had to take cold showers when we came back to our room. Once again for the price charged, I would at the very least expect there to be hot water available. Thirdly, this is more of a design critique and not something that factored too much into the rating, but the bathroom in our room had no door! I don't quite understand the fascination with these sorts of room designs. Depending on who might be sharing a room like this, this could be quite awkward and in fact I had to leave the room and use the communal hotel bathrooms whenever the need did arise.
1 reviews | Active since Jan 2024
Extremely disappointing experience with African Bank
I am extremely disappointed with African Bank and the way my situation has been handled. I transferred my entire available money into my credit account, only to find out afterwards that the credit facility had already been closed. I received no communication informing me that the account had been closed before making the payment. I contacted African Bank immediately to explain what had happened. I was told that the money would be refunded. However, I have now been informed that the refund has been declined. Incident/Reference Number: *** This has left me in an extremely difficult financial situation because I transferred all the money I had available. I currently don't even have enough money for basic necessities such as food and transport to get to work. What is particularly frustrating is that I contacted the bank in good faith and was initially told that my money would be refunded. I do not understand why this decision has now been reversed. I understand that the bank may have policies regarding closed credit facilities, but customers should be properly informed when an account is closed. There should also be a reasonable process for returning money that has been paid into a closed facility. I am asking African Bank to urgently reconsider this decision, investigate incident *** properly and refund my money. This is not simply an inconvenience. This is money I need for basic living expenses and to get to work. Very disappointing experience with African Bank and its customer service.
1 reviews | Active since Jan 2024
Extremely disappointing experience with African Bank
I am extremely disappointed with African Bank and the way my situation has been handled. I transferred my entire available money into my credit account, only to find out afterwards that the credit facility had already been closed. I received no communication informing me that the account had been closed before making the payment. I contacted African Bank immediately to explain what had happened. I was told that the money would be refunded. However, I have now been informed that the refund has been declined. Incident/Reference Number: *** This has left me in an extremely difficult financial situation because I transferred all the money I had available. I currently don't even have enough money for basic necessities such as food and transport to get to work. What is particularly frustrating is that I contacted the bank in good faith and was initially told that my money would be refunded. I do not understand why this decision has now been reversed. I understand that the bank may have policies regarding closed credit facilities, but customers should be properly informed when an account is closed. There should also be a reasonable process for returning money that has been paid into a closed facility. I am asking African Bank to urgently reconsider this decision, investigate incident *** properly and refund my money. This is not simply an inconvenience. This is money I need for basic living expenses and to get to work. Very disappointing experience with African Bank and its customer service.
1 reviews | Active since May 2026
Appreciation post: Protea Hotel : Mahikeng
Stayed at Protea Hotel in Mahikeng, got warmly welcomed by Patience and Doipelo, a great service they provided and even remembered that I had visited before and wanted to make sure nothing goes wrong. They really are the face of the organisation and need to be commended for the great work and hospitality they provide. The stay in general was a good experience. I would recommend the hotel for anyone who wants to travel to Mahikeng
1 reviews | Active since May 2026
Appreciation post: Protea Hotel : Mahikeng
Stayed at Protea Hotel in Mahikeng, got warmly welcomed by Patience and Doipelo, a great service they provided and even remembered that I had visited before and wanted to make sure nothing goes wrong. They really are the face of the organisation and need to be commended for the great work and hospitality they provide. The stay in general was a good experience. I would recommend the hotel for anyone who wants to travel to Mahikeng
1 reviews | Active since Apr 2026
Felt Like Royalty From Check-In to Check-Out
Every single detail was perfect the room was immaculate, the bed was the most comfortable I have ever slept in, and the staff remembered my name from the moment I arrived.
1 reviews | Active since Apr 2021
Bad service catering staff!!!!
Bad service from catering staff, they didn't attend me for almost over an hour for food and I have ordered burger not a complex meal and same thing this morning I ended up leaving without breakfast! They don't care!!!! Maybe they part of government 🙄
1 reviews | Active since Apr 2021
Bad service catering staff!!!!
Bad service from catering staff, they didn't attend me for almost over an hour for food and I have ordered burger not a complex meal and same thing this morning I ended up leaving without breakfast! They don't care!!!! Maybe they part of government 🙄
1 reviews | Active since Feb 2023
THEY STOLE MY BELONGING
They stole my belonging Protea Hotel Klerksdorp , we booked 18 April 2026 and I left my sunscreen by mistake we then called to ask if it's still there they said yes today when I sent my mother to get my la roche posay sunscreen they then asked my mother who she was talking to at reception what nonsense is that . I didn't get my sunscreen by the way
1 reviews | Active since Feb 2023
THEY STOLE MY BELONGING
They stole my belonging Protea Hotel Klerksdorp , we booked 18 April 2026 and I left my sunscreen by mistake we then called to ask if it's still there they said yes today when I sent my mother to get my la roche posay sunscreen they then asked my mother who she was talking to at reception what nonsense is that . I didn't get my sunscreen by the way
1 reviews | Active since Nov 2025
Not the best service experienced at Protea Hotel
Last week 29-30 April I had a good week with your hotel. This week 04-08 May also did not have any issues until Thursday evening when I had to ask why I did not get any water in my room and later probably the worst service I ever received in the many hotels and guesthouses over the last 10 years when I ordered only a desert and it took over 50 minutes to arrive at my room after I had to ask the personnel to see the duty manager or any other manager. Their excuse is weak to say the least. For me as a guest I felt neglected. I’m disappointed in your service as a hotel and felt you drop the ball tonight. My only advise I can give is to lift your service to a much higher level than experienced tonight. We are doing business with many institutions in SA and would like to come back to Protea Hotels in any city going forward.
1 reviews | Active since Nov 2025
Not the best service experienced at Protea Hotel
Last week 29-30 April I had a good week with your hotel. This week 04-08 May also did not have any issues until Thursday evening when I had to ask why I did not get any water in my room and later probably the worst service I ever received in the many hotels and guesthouses over the last 10 years when I ordered only a desert and it took over 50 minutes to arrive at my room after I had to ask the personnel to see the duty manager or any other manager. Their excuse is weak to say the least. For me as a guest I felt neglected. I’m disappointed in your service as a hotel and felt you drop the ball tonight. My only advise I can give is to lift your service to a much higher level than experienced tonight. We are doing business with many institutions in SA and would like to come back to Protea Hotels in any city going forward.