1 reviews | Active since Jun 2013
Protea Hotel Group does not honour the Marriott rewards Program
<p>I booked an upcoming stay at Protea Hotel Durban Edward. I am a Gold Elite member of the Marriott Rewards program. After I booked my stay, I enquired about the Gold Elite benefits of free breakfast, and was informed by their Guest Relations that unfortunately the Protea Group does not offer the Marriott Rewards benefits?? (Dont understand the group name then: Protea Hotels BY MARRIOTT)</p> <p>I then wrote to the Marriott Rewards Group to enquire why the protea Hotels are not participating in the Members Reward program, only to be informed that they are supposed to. (No solution given on how to resolve the miss communication )</p> <p> </p> <p>I then wrote to the Protea Hotel Group to ask them to please look into this for me. The reply I received? My email forwarded to the Durban Edward asking staff to look into this.</p> <p> </p> <p>needless to say, its been many weeks later, and I have yet to receive a reply from either the Group or Durban Edward hotel, even after writing several emails on the matter.</p> <p>Its not so much about the Free Breakfast etc. Its about THE PRINCIPAL of:</p> <p>1. Honoring the Marriott Hotel membership rewards, as part of the group.</p> <p>2. The lack of Understanding from Protea Hotels about the membership rewards</p> <p>3. The lack of Customer Service even BEFORE a customer's stay.</p> <p> </p> <p>It says to me all that i need to know about the protea Hotel, and honestly they should not be part of an Elite hotel group like the marriott, as they cant handle the standard of Customer Service.</p>
Dear Sonja,
I refer to your correspondence regarding Protea by Marriott Hotel Edward 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.
Kind Regards,
Gillian Bachmann | Guest Relations | Cape Town Customer Engagement Center
Phone : ***| Direct Phone : ***|Fax : ***
E-mail: ***
Address : Arthurs Road, Sea Point, (Cape Town)
Dear Sonja,
I refer to your correspondence regarding Protea by Marriott Hotel Edward 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.
Kind Regards,
Gillian Bachmann | Guest Relations | Cape Town Customer Engagement Center
Phone : ***| Direct Phone : ***|Fax : ***
E-mail: ***
Address : Arthurs Road, Sea Point, (Cape Town)