KR
Karen R

1 reviews | Active since Jul 2018

16 Jul 2018, 16:34

Misleading advertising on Their Booking.com site

I Booked for a weekend from the 22nd June to 24th. I booked on booking.com. the advert on their website for Marriot Umhlanga is misleading. Stated the hotel was on the beach. Was not. Stated if we would prefer garden units. Again there is no such thing. In my email request I was very clear we required a smoking room . When we checked in we were told that there are no smoking rooms. We were not aware of this policy and would have stayed elsewhere if this was the case in fact my husband and I were at the Hilton in the week and regretted checking out. Then we were told we can smoke at the pool area. It was 6.00 in the evening we wanted to avoid smoking in the street and went up to the pool area and it was locked. On booking in, I must add we were early and the manager on duty was kind enough to let us book in early which was probably the nicest part of our visit . When we booked, on booking.com the request was breakfast included I said yes and the total due now included breakfast for two days. When we got the hotel the manager on duty said that breakfast was only for one person and that we would pay extra for my spouse. Really. How is this not the most ridiculous thing, seen as my booking was for two table, who in their right mind would only book breakfast for one person. We subsequently decided not to go to breakfast at all. We were provided one bottle of water in our fridge and it was not refilled the following day. There were no face cloths in the bathroom. The toilet holder broke in my hands. For a hotel that is affiliated to Marriot and is supposedly of high standard, the whole experience was very disappointing and I will not recommend anyone going there.

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Replies (1)
Protea Hotels
Protea Hotels's reply17 Jul 2018, 12:39
Official

Dear Valued Guest,

Thank you for bringing your concerns to our attention and please accept our sincere apologies for all the inconvenience you incurred.

Bookings.com is a third party booking platform and unfortunately we are not in control of any rates,deals etc for third party booking platforms, however I have passed your concerns to the relevant department and you will be contacted shortly in this regard.

GILLIAN BACHMANN

Guest Relations | Exclusive Service Associate

Marriott International Regional Office, Cape Town

Arthur’s Road Sea Point, Cape Town South Africa (GMT +2:00)

Tel: +27 (0) 21 *** Direct: +27 (0) 21 *** Fax: +27 (0) ***

Email: ***