Noisy
<p>I checked into Protea Hotel on the 23rd November room 15. The noise from the kitchen which has an exit towards that wing is unbearable. Complained from 8pm and eventually at 10pm moved to another room.</p> <p>I am extremely exhausted considering I've been traveling from Monday Cape Town, PE, Durban and Ruchards Bay!!!! </p> <p> </p> <p>Then the morning I get an apology from the Operations Manager. What help does that offer to someone who is suffering with sleep deprivation and who has to brave clients and a three hour drive home!!!</p> <p> </p> <p>Paying customers are inconvenienced by disruptive staff that behaved like it was a tavern !!!!</p> <p> </p> <p>Professionalism and hospitality clearly lacking.</p>
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Protea Hotels's replyOfficial
24 Nov 2016, 11:42Dear Ms Claudelle Davis,
Thank you very much for taking the time to share your experience with us after your recent stay.
We are truly sorry to hear that we did not live up to your expectations and it is disappointing that many of your concerns could have been prevented. We are grateful that you took the time to communicate these shortfalls to us and to allow us the opportunity to attend to areas of concern and ensure that preventative measures are tightened and monitored more closely.
It is vital that each and every STAFF member is an ambassador for the Protea Hotels brand and shows true and sincere qualities of passion and energy. Although we strive for consistency, we know that we do not always get it right and it is vital that we humbly accept fault and show true commitment to correcting and continuously improving.
One of our Protea Principles is ‘The best GUEST service’ and it goes without a doubt that our TEAM have let you down.
We have made every effort to ensure that we not only address these concerns appropriately, but strive for consistency to guarantee a wonderful stay and positive experience for each and every GUEST.
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: ***
Best regards,
Protea Hotels's reply24 Nov 2016, 11:42
Official
Dear Ms Claudelle Davis,
Thank you very much for taking the time to share your experience with us after your recent stay.
We are truly sorry to hear that we did not live up to your expectations and it is disappointing that many of your concerns could have been prevented. We are grateful that you took the time to communicate these shortfalls to us and to allow us the opportunity to attend to areas of concern and ensure that preventative measures are tightened and monitored more closely.
It is vital that each and every STAFF member is an ambassador for the Protea Hotels brand and shows true and sincere qualities of passion and energy. Although we strive for consistency, we know that we do not always get it right and it is vital that we humbly accept fault and show true commitment to correcting and continuously improving.
One of our Protea Principles is ‘The best GUEST service’ and it goes without a doubt that our TEAM have let you down.
We have made every effort to ensure that we not only address these concerns appropriately, but strive for consistency to guarantee a wonderful stay and positive experience for each and every GUEST.
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: ***
Best regards,