No escape from Protea Bloemfontein
<p>We booked at Protea Bloemfontein for three nights for a family get-together from 25 December 2016. Upon arrival we discovered that there are two Protea hotels in Bloemfontein and that we had booked and paid for the wrong one. </p> <p>Protea Bloemfontein Willow Lake had a room at the inn, but would Protea Bloemfontein agree to transfer the booking? </p> <p>N-o-o-o-o. </p> <p>If we paid a surcharge or transfer fee?</p> <p>N-o-o-o-o</p> <p>Even for hotels in the same group?</p> <p>N-o-o-o-o</p> <p>We never got to speak to the Rooms Divisions Manager, Bridget Ngono, who apparently believes that you should pay dearly for your mistakes. All communication and appeals went via the manager at Protea Willow lake. </p> <p>Was Bridget Ngono available to make a decision when we checked in?</p> <p>N-o-o-o-o</p> <p>Will I ever book at Protea Bloemfontein again?</p> <p>N-o-o-o-o</p> <p>Will I tell friends and associates to go there?</p> <p>N-o-o-o-o, never!</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>
Dear Ms Vivier
I refer to your correspondence regarding Protea by Marriott Bloemfontein 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.
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
Engagement Centre Exclusive Service Associate
Protea Hotels by Marriott®
African Pride Hotels
T: +27 (0)21 ***| F: +27(0) ***
E: ***
Dear Ms Vivier
I refer to your correspondence regarding Protea by Marriott Bloemfontein 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.
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
Engagement Centre Exclusive Service Associate
Protea Hotels by Marriott®
African Pride Hotels
T: +27 (0)21 ***| F: +27(0) ***
E: ***