CG
Cluhein G

1 reviews | Active since Jul 2011

07 Aug 2015, 22:55

Wrong room booked

I booked at this hotel 6 months ago on the 19th of February ,once I booked online I called the hotel reservations directly to ensure that I have a sea facing room on the 3rd floor,with a king bed and bath and shower.I have also called during the week to ensure that my booking is as I have required(called Thursday at 17:30 and spoke to a guy in reservations).the manager that tried to assist us tonight is aware of this phone call that was made.i am extremely disappointed as they have completely ignored my request,I would have booked at another hotel if they could have informed me that they won't do anything about my request.Tonight when I checked in the only excuse was:we are fully booked. what about the fact that I called Your reservations 6 months ago?i now have an awful room with no sea view and a wall on my left side of the window and only a shower when I look out.i will not book at this hotel again,it is a complete waste of money. I can't believe that your staff confirm everything is in order telephonically,but when I get here it is as if I have just booked tonight .thank you for your awful service.

0
Replies (1)
Protea Hotels
Protea Hotels's reply25 Aug 2015, 11:27
Official
Hello marykefox,

Thank you for taking the time to post your comments on Hello Peter.com and to write down your additional feedback after your experience at Protea Hotel Karridene Beach.

On behalf of Protea Hotels, I would like to humbly apologize for your poor service experience and that the allocation of the room which did not meet your expectation. 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.

I confirm that your concerns have been addressed in a serious light and action has been taken to rectify the shortcomings.

Please allow me to thank you for taking the time to report your constructive criticism as it is absolutely necessary for us to know how our GUESTS experience our service. Please do not hesitate to contact me should you require any further assistance from our side.

Kind Regards,

Rene Bobbert
Protea Hotels - GUEST Relations and Customer Care
Tel: ***
Fax: ***
Website:www.proteahotels.com


Best regards,