JN
Joan N
1 reviews | Active since Feb 2017
09 May 2017, 23:47
Below poor
<p>so, protea hotel deems themselves a 3star - 4star depending on which hotel you stay in....truth be told they are a below basic hotel that doesn't offer the basic conveniences. </p> <p>I checked into the protea hotel on chartwrll drice in umhlanga Durban: customer service extremely average, my room wasn't set up as per my request - double bed however was 2 x singles: when I requested a change it took 50mins to convert the bed....</p> <p> </p> <p>extremely disappinting experience....only thing you have going for you is the location! Would rather spend my cash on a boutique guesthouse for the same money and a differentiated and quality service offering. </p> <p> Do better!!! </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>
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Protea Hotels's replyOfficial
10 May 2017, 07:19Dear Ms Njuguna,
I refer to your correspondence regarding Protea by Marriott Hotel Umhlanga and thank you for bringing this matter to our attention.
On behalf of Protea Hotels, I would like to humbly apologize for your poor service experience. It is extremely disheartening as this is not the standard of service that we are renowned for. I can assure you that the necessary training will immediately be implemented in order to ensure that there is no repeat of this nature in future.
The fact that the service let you down is proof that we desperately need to uplift the morale and support structures to the TEAM in order to get back in-line with what we set out to achieve.
Again, thank you for your feedback. It assisted us in identifying these problem areas in order to avoid it from ever happening again.
I confirm that your concerns have been addressed in a serious light and action has been taken to rectify the shortcomings. Please be advised that management is currently investigating your comments and will contact you shortly.
Should you require further assistance, please do not hesitate to contact me or alternatively you can contact our Central Reservations on *** or email to ***
Kind Regards
Gillian Bachmann
Exclusive Service Associate
Protea Hotels by Marriott®
African Pride Hotels
T: +27 (0)21 ***| F: +27(0) ***
***
Best regards,
Protea Hotels's reply10 May 2017, 07:19
Official
Dear Ms Njuguna,
I refer to your correspondence regarding Protea by Marriott Hotel Umhlanga and thank you for bringing this matter to our attention.
On behalf of Protea Hotels, I would like to humbly apologize for your poor service experience. It is extremely disheartening as this is not the standard of service that we are renowned for. I can assure you that the necessary training will immediately be implemented in order to ensure that there is no repeat of this nature in future.
The fact that the service let you down is proof that we desperately need to uplift the morale and support structures to the TEAM in order to get back in-line with what we set out to achieve.
Again, thank you for your feedback. It assisted us in identifying these problem areas in order to avoid it from ever happening again.
I confirm that your concerns have been addressed in a serious light and action has been taken to rectify the shortcomings. Please be advised that management is currently investigating your comments and will contact you shortly.
Should you require further assistance, please do not hesitate to contact me or alternatively you can contact our Central Reservations on *** or email to ***
Kind Regards
Gillian Bachmann
Exclusive Service Associate
Protea Hotels by Marriott®
African Pride Hotels
T: +27 (0)21 ***| F: +27(0) ***
***
Best regards,