1 reviews | Active since May 2017
Terrible service and facilities
<p>After checking in I requested an ice bucket,the lady at room service advised she would get back to me...45 minutes went by however I received no response and still no ice when I called room service again they said they have no ice buckets and then sent me ice in a plastic bag...later that evening I realised there were no towels in the room and had to wait another 30 minutes for towels,this makes me wonder was the room provide even cleaned before it was given to me...anyway I looked passed that and tried to enjoy my stay however the morning I was checking out there was no hot water for me to shower...I called the lady at reception at 9:30 her name was Eva she gave me the same response that the lady from room service gave to me the day before "I will get back to you " and once again I waited for a hour before a response...when she finally came to give me a response I requested to speak to a manager and she says that the manager is not at work yet she will be in at 11...I waited till 12 and the manager apparently still was not there, so I gave her my contact details and asked her to plzzz get the manager to call me it's been a day and still no response...it's sad to think this is the type of service you get from a huge company like protea hotels...if you thinking about staying at this place rather try a different hotel because the service and people s****s you expect are terrible</p>
Dear Mr Govender,
I refer to your correspondence regarding Protea by Marriott Hotel Samrand 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. It is extremely disheartening as this is not the standard of service that we are renowned for. I can assure you that the necessary training will immediately be implemented in order to ensure that there is no repeat of this nature in future.
The fact that the service let you down is proof that we desperately need to uplift the morale and support structures to the TEAM in order to get back in-line with what we set out to achieve.
Again, thank you for your feedback. It assisted us in identifying these problem areas in order to avoid it from ever happening again.
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
Exclusive Service Associate
Protea Hotels by Marriott®
African Pride Hotels
T: +27 (0)21 ***| F: +27(0) ***
***
Dear Mr Govender,
I refer to your correspondence regarding Protea by Marriott Hotel Samrand 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. It is extremely disheartening as this is not the standard of service that we are renowned for. I can assure you that the necessary training will immediately be implemented in order to ensure that there is no repeat of this nature in future.
The fact that the service let you down is proof that we desperately need to uplift the morale and support structures to the TEAM in order to get back in-line with what we set out to achieve.
Again, thank you for your feedback. It assisted us in identifying these problem areas in order to avoid it from ever happening again.
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
Exclusive Service Associate
Protea Hotels by Marriott®
African Pride Hotels
T: +27 (0)21 ***| F: +27(0) ***
***