Poor Service at Protea Hotel Kimberley

I am writing to formally raise concerns about the poor service and disappointing experience I had during my recent stay at the Protea Hotel Kimberley.

Upon arrival, I received a warm welcome from Mpho at the front desk and was given my room key. However, when I reached my room, the key did not work. I returned to the front desk for assistance and was informed that this was a common issue caused by room cards deactivating when near cellphones. I was disappointed to learn that management is aware of this recurring problem yet has not resolved it.

When I requested contact details for the complaints department, I was informed that none were available. Instead, I was advised to wait for a post-checkout email survey to provide feedback. This approach seems unprofessional and frustrating, as it prevents guests from addressing concerns in a timely manner.

My dining experience was also unpleasant. While having dinner, I noticed a ****roach near my table. I immediately reported this to the waiter and the front desk, only to be told that the hotel had recently been fumigated, which might explain the ****roach's presence.

Additionally, I observed water pooling on the floor near the front desk area, making it slippery and unsafe. I reported this hazard as well, but once again, I was advised to raise the issue in the email survey.

These incidents reflect poorly on the hotel’s service standards, cleanliness, and overall safety. It is evident that there is a pressing need for customer service training and improved operational oversight. Unfortunately, this experience has left me with no intention of returning to the Protea Hotel Kimberley.

I trust you will investigate these matters thoroughly and take the necessary steps to prevent similar issues for future guests.

I look forward to your response.