1 reviews | Active since May 2015
Loyalty down the drain
<p>I had a very uncomfortable stay at the Fire and Ice In Cape Town. </p> <p> </p> <p>When the booking was made, I requested for a smoking room and upon check in, I was advised that there were no smoking rooms available. I wasn't very happy abt this but I then proceeded to the room and then the aircon was not working properly. I spoke to maintenance on 3 occasion then escalated to the manager and what he then said was that they cannot set it to anything lower as it was set on heat for the entire floor. </p> <p> </p> <p>The manager offered us 50% of the payment back as well as a fan for the room and milkshakes on the house. </p> <p> </p> <p>Now don't get me wrong, I wasn't expecting a free nights stay but why should we complain before we get anything sorted and the fact that the receptionist couldn't come up with a solution like perhaps moving us to one of the Protea hotels in the area, that tells me that this group isn't really solution driven.</p> <p> </p> <p>Not really the best service but we'll see what happens next time </p>
Dear Jodie,
I refer to your correspondence regarding Protea by Marriott Fire and Ice Cape Town 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 and strive to get the basics right consistently. Your experience most certainly does not reflect the high standard of service that Protea Hotels is usually proud to offer.
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)
Dear Jodie,
I refer to your correspondence regarding Protea by Marriott Fire and Ice Cape Town 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 and strive to get the basics right consistently. Your experience most certainly does not reflect the high standard of service that Protea Hotels is usually proud to offer.
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)