Protea Hotel fails us yet again

Item: Protea Hotels
Rating: 1

Nov 14 my husband and I went to Protea Hotel and got the WORST service EVER! I promised after that I will NOT go to any Protea hotel ever again!   But friends of ours convinced us to go to the Range Protea Hotel, Polokwane, Limpopo for Valentines weekend. On arrival at 14:11 we were told our room isn’t ready and that we should just wait. At 15:30 when enquiring about our room they told us it's still not ready! And that we must be patient. We got a room at 16:20!!! My husband made prior arrangement for the room have champagne, fruit,  flowers and candles in, because its valentines weekend. None of this was done. The TV and air-con in the room didn’t work; after waiting another hour for a manager to come and inspect the room we were moved to another room and told that everything my husband organized will be in our room after supper. We were irritated and tired so we went for supper, my husband also pre-arranged for the table to be decorated romantically, but yet again the staff did not fail to fail us! Nothing was done. Back in our room there was a small and ugly marks – dirt or damp on the bathroom walls and no shower head, they also didn’t put any of the things that was promised in the room. I went to reception and ask to speak to a manger. When I started to speak to the manager he rep**** with – I can't deal with this – and walked off. A new manager came to assist; inspected the room and wanted to move us AGAIN at 22:30 at night!! We declined this. We checked out the next morning. I wrote an email to the GM of the Range on the Monday. I have yet to hear from them.   On 30.3.16 my husband convinced me once again to try a Protea Hotel. We arrived at the Oasis Protea Hotel in Upington at 3:10AM on the 1.4.16. The receptionist, who we later heard was the night manager on duty, was asleep in the lobby on a coach. He explained that he has piles because he was watching Soccer earlier the day at a "stadion" (something that has NOTHING to do with a client). He quoted us on the stay R970. When my husband gave him his Pro card he explained that he could not help us then as he doesn’t know how to book a pro card stay and that pro card deals START from R1590 a night! He then told us to go across the road to the Upington Protea Hotel – didn’t offer to help us with luggage, just send us on our way. On arrival there, I was willing to just get in the car and drive another 12 hours as we did before we stopped in Upington! The porter, security and receptionist were all sitting watching a **** movie! On the TV in the reception area. The security and porter walked outside to have a chat while the receptionist helped us. After booking our room the receptionist asked the Porter to help us with our luggage, which he declined and told her she can help us. Which she did. The next morning my husband ask to speak to the GM; the receptionist told us that the GM doesn’t work over weekend, but called another manager who only told us to take it up with the GM and gave us her number. My husband then posted on the Protea Hotel Upington Facebook wall about our service on which the GM rep**** that she is sorry and that she will be in contact – we are still waiting for any contact.

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