Disappointing stay at Protea Hotel Wanderers

We have stayed at the Protea Hotel Wanderers on 10 February 2018. Official feedback was provided on our return but to date no acknowledgement or phone call from the hotel management team. In summary, although a lovely hotel with nice size rooms and good facilities, our experience was ruined by the following events: 1. The reception and booking in process was extremely slow and disorganized - really frustrating; 2. The mattress of our room (114) had coils sticking out on the side, causing my partner to be scratched when getting into bed and on closer inspection found numerous coils sticking through the material on the mattress wall. The mattress was in bad condition and the nights' sleep was really uncomfortable; 3. To top it all, when we went for breakfast the next morning, we were left waiting in the entrance of the restaurant because the system did not show that we have already paid for our breakfast. It was embarrassing to say the least and the attitude of the individual who had difficulty getting a hold of reception to confirm, left a lot to be desired. The breakfast was however very good with a nice variety. What could have been a really pleasant stay, was ruined by the above events and we left really disappointed. I trust I will now receive some acknowledgement or assistance from the hotel in order to resolve this matter.

Thank you Albie Storm