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Annemi Duursema-Joubert

1 reviews | Active since Jan 2019

04 Feb 2019, 19:03

Protea Hotel Techno Park

I stay at Protea Hotels often and this time I was very dissapointed by the service I received at Techno Park. I am not a person who likes to eat alone in the restaurant and therefor I order room service. The company I work for pays an all inclusive fee for breakfast and dinner. After my dinner was delivered to my room, I received a call from room service to inform me that even though my company paid an all inclusive fee, I have to pay my dinner from my own pocket. I was halfway through my dinner and did not have the change to enjoy it when the call came. There was no mentioned made that since my dinner is included, I have to eat at the restaurant. The booklet in the room only mentions when breakfast is include you should eat at the restaurant. There is also no mention made that dinner must be at the restaurant. This is not the way I wanted my first day to be. So not looking forward to the next 3 nights! So know I know - I would rather not eat than go sit in a restaurant alone.

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Replies (1)
Protea Hotels
Protea Hotels's reply14 Feb 2019, 10:13
Official
 Dear Mr Duursema-Joubert, I refer to your correspondence regarding Protea by Marriott Hotel Stellenbosch 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. 

  Gillian Bachmann Sales and Service (Email) Marriott International Regional Office, Cape Town Arthur's Road, Sea Point, Cape Town, 8005, South Africa (GMT +2:00) +27 (0) 21 *** ***