nN
noma N

1 reviews | Active since Mar 2009

09 Aug 2017, 19:31

Blacks matter too

<p>My colleagues and I checked into the Protea Fire and Ice hotel in Cape Town. Then I noticed there is a welcome board with nest of people that Protea Hotel is welcoming to the hotel. They were all white and one Indian. So I asked in a joking way who had the privilege to have their names on the wall. The reception people them told me that it is done randomly and they don't know the criteria that is used to determine.</p> <p> </p> <p>I then questioned that in a group of 4 people travelling from my company, there are 3 blacks and one white person and the white person is the only one who's name is there. That's when my colleagues came in and they started challenging that and refused to check in until some explanation was given. Then they asked us if it was the 1st time we stayed at that hotel, turns out I'm the only one that has stayed there before and my 3 colleagues, including the white colleague were here for the 1st time so that wasn't the reason</p> <p> </p> <p> </p> <p>Then they called the manager, called Angello who came and tried to explain why only white people were on the way he was telling us there was some profiling done, and so on and so forth. An explanation was just not good enough. Let me pause and say Angello has the worst hospitality manner and was extremely defensive. </p> <p> </p> <p>So please sort it out! </p>

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Replies (1)
Protea Hotels
Protea Hotels's reply10 Aug 2017, 14:45
Official

Dear Noma,

I refer to your correspondence regarding Protea by Marriott Fire and Ice Hotel 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. We are extremely saddened by your feedback, as we at Protea Hotels pride ourselves in delivering the best GUEST service.

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.

Kind Regards,

Gillian Bachmann| Guest Relations | Cape Town Customer Engagement Center

Phone : ***| Direct Phone : ***|Fax : ***

E-mail: ***

Address : Arthurs Road, Sea Point, (Cape Town)

Best regards,