MF
Marriott fire and ice
Unclaimed Business
MF
Marriott fire and ice
Unclaimed Business
0 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
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Ranking
#9
in Travel & Vacation
NPS Score
0
Recommended: Unlikely
Recent reviews (0)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceCM
Charlotte M
1 reviews | Active since Jan 2020
9 Dec 2024, 13:05
Disappointing stay at Protea Hotel Fire and Ice! Cape Town.
I am extremely disappointed with my experience at the Protea Hotel Fire and Ice in Sea Point, Cape Town. I booked a Standard Room for seven days, and my main concern is that the TV in my room is not a smart TV – something that feels basic in this day and age. I requested to have Netflix connected, but the maintenance staff informed me that this was impossible, even though there are rooms in the hotel equipped with smart TVs. Despite multiple requests to either move to a room with a smart TV or have one installed in my room, I was told I would need to pay an additional R300 per night for the upgrade. This response is unacceptable. Being asked to pay such an amount simply to access Netflix is appalling and unreasonable. To make matters worse, we were given a room on the 2nd floor without a balcony, which only added to our disappointment. At this point, I just want to request a refund and find a different hotel. This experience has been incredibly frustrating and far below the standard I expected.
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Charlotte M
1 reviews | Active since Jan 2020
9 Dec 2024, 13:05
Disappointing stay at Protea Hotel Fire and Ice! Cape Town.
I am extremely disappointed with my experience at the Protea Hotel Fire and Ice in Sea Point, Cape Town. I booked a Standard Room for seven days, and my main concern is that the TV in my room is not a smart TV – something that feels basic in this day and age. I requested to have Netflix connected, but the maintenance staff informed me that this was impossible, even though there are rooms in the hotel equipped with smart TVs. Despite multiple requests to either move to a room with a smart TV or have one installed in my room, I was told I would need to pay an additional R300 per night for the upgrade. This response is unacceptable. Being asked to pay such an amount simply to access Netflix is appalling and unreasonable. To make matters worse, we were given a room on the 2nd floor without a balcony, which only added to our disappointment. At this point, I just want to request a refund and find a different hotel. This experience has been incredibly frustrating and far below the standard I expected.
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Chandre A
1 reviews | Active since Jan 2020
30 Oct 2024, 14:09
****** against job application
I app**** for a job via their website for pattisirie chef and got an invite for interview upon arrival of the interview the executive didn't look to happy to see me HR proceeded to introduce herself and executive chef didn't bother. With the start of the interview again executive chef didn't introduce himself sat down and pushed my CV to the side I felt very uncomfortable after HR was done with all her questions and handed over to executive chef he responded with "this is a CDP post did you read the post properly"I am currently an senior CDP and for the chef to respond in that way was very disrespectful he proceeded to say that his kitchen is full and that he doesn't need anymore staff and the post is for hot kitchen. I clearly read correctly that it was a post for pastry chef ,chef didn't like me upon appearance . There was one young lady who walked out with the chef before they interviewed me . Clearly executive chef is rasict and his behaviour is fawl this is the worse experience I've ever encountered. This was at Marriott protea fire and Ice Cape Town
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Chandre A
1 reviews | Active since Jan 2020
30 Oct 2024, 14:09
****** against job application
I app**** for a job via their website for pattisirie chef and got an invite for interview upon arrival of the interview the executive didn't look to happy to see me HR proceeded to introduce herself and executive chef didn't bother. With the start of the interview again executive chef didn't introduce himself sat down and pushed my CV to the side I felt very uncomfortable after HR was done with all her questions and handed over to executive chef he responded with "this is a CDP post did you read the post properly"I am currently an senior CDP and for the chef to respond in that way was very disrespectful he proceeded to say that his kitchen is full and that he doesn't need anymore staff and the post is for hot kitchen. I clearly read correctly that it was a post for pastry chef ,chef didn't like me upon appearance . There was one young lady who walked out with the chef before they interviewed me . Clearly executive chef is rasict and his behaviour is fawl this is the worse experience I've ever encountered. This was at Marriott protea fire and Ice Cape Town
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Tasneem D
1 reviews | Active since Jan 2020
13 Mar 2024, 16:39
No star to 5 star Experience
Stayed at the Marriot Fire and Ice In Umhlanga from the 20th to the 22nd February. The staff were friendly and went out their way to be polite and welcoming. My previous stay had a few hiccups but on this stay all my expectations were exceeded. I would like to thank Joe and his team for their every effort in making my stay comfortable and ensuring all my requests were met. Keep it up! Definitely my first choice of accommodation in KZN.
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Tasneem D
1 reviews | Active since Jan 2020
13 Mar 2024, 16:39
No star to 5 star Experience
Stayed at the Marriot Fire and Ice In Umhlanga from the 20th to the 22nd February. The staff were friendly and went out their way to be polite and welcoming. My previous stay had a few hiccups but on this stay all my expectations were exceeded. I would like to thank Joe and his team for their every effort in making my stay comfortable and ensuring all my requests were met. Keep it up! Definitely my first choice of accommodation in KZN.
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Tasneem D
1 reviews | Active since Jan 2020
1 Feb 2024, 05:39
Disappointed stay at the Marriot Fire and Ice Umhlanga
Stayed at the Marriot Fire and Ice In Umhlanga last night. The staff are friendly and try their best to be polite, smile and welcome you. An email had been sent a few days before my arrival requesting a 2 hour early check in as I needed to attend meetings on my arrival. I also requested a room facing a specific side. None of these were seen to. My luggage was stored safely and securely and I was able to leave them at the hotel and continue with my work day. The room is not great. There are unusable mirrors due to there location and the bathroom had a few components falling apart. The drain in the basin was blocked and quite unpleasant and toilet felt like it was detaching from the wall. There was a housekeeping staff member that came to check that everything was fine but I was in the room for not even 5 mins and couldn’t obviously check everything in that time. My room was close to the elevator and I could hear every person that came in and left. The bed was comfortable and linen clean to my standards. In the morning, the hairdryer was not working and I called for 1. I waited around 15mins but being in a huge rush, I was forced to leave the room for breakfast. I complained at the breakfast and asked for the hairdryer to be left in my room as I was at breakfast. The breakfast spread is lovely. Vegetarian options are great and I was even able to have a continental breakfast that included an omelette made strictly vegetarian. On my return from breakfast the hairdryer was still not in the room and I had to call again. Surely there are just a few working hairdryers in the hotel. Overall disappointed with my stay. I had higher expectations.
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Tasneem D
1 reviews | Active since Jan 2020
1 Feb 2024, 05:39
Disappointed stay at the Marriot Fire and Ice Umhlanga
Stayed at the Marriot Fire and Ice In Umhlanga last night. The staff are friendly and try their best to be polite, smile and welcome you. An email had been sent a few days before my arrival requesting a 2 hour early check in as I needed to attend meetings on my arrival. I also requested a room facing a specific side. None of these were seen to. My luggage was stored safely and securely and I was able to leave them at the hotel and continue with my work day. The room is not great. There are unusable mirrors due to there location and the bathroom had a few components falling apart. The drain in the basin was blocked and quite unpleasant and toilet felt like it was detaching from the wall. There was a housekeeping staff member that came to check that everything was fine but I was in the room for not even 5 mins and couldn’t obviously check everything in that time. My room was close to the elevator and I could hear every person that came in and left. The bed was comfortable and linen clean to my standards. In the morning, the hairdryer was not working and I called for 1. I waited around 15mins but being in a huge rush, I was forced to leave the room for breakfast. I complained at the breakfast and asked for the hairdryer to be left in my room as I was at breakfast. The breakfast spread is lovely. Vegetarian options are great and I was even able to have a continental breakfast that included an omelette made strictly vegetarian. On my return from breakfast the hairdryer was still not in the room and I had to call again. Surely there are just a few working hairdryers in the hotel. Overall disappointed with my stay. I had higher expectations.
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thandi K
1 reviews | Active since Jan 2020
8 Nov 2023, 07:18
Awaiting refunds
In june i made a booking via booking.com to protea fire and ice. Which i then call the hotel straight to make the 50%payment on my booking which a link payment was made. So around 19 September 2023 i called to cancel my booking due to personal reasons i spoke with Mikuso whom he asked that i send bank confirmation and proof of payment . I did that and he assured me that within 7 days i will get my money back till today nothing. I have send them numerous emails i even called and send facebook messenger they keep making promises that i will get my money. One lady named Olivia scott told me that they have phone problems and that my refund is being processed in JHB how so now they not responding to my emails or calls.
Helpful (0)
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thandi K
1 reviews | Active since Jan 2020
8 Nov 2023, 07:18
Awaiting refunds
In june i made a booking via booking.com to protea fire and ice. Which i then call the hotel straight to make the 50%payment on my booking which a link payment was made. So around 19 September 2023 i called to cancel my booking due to personal reasons i spoke with Mikuso whom he asked that i send bank confirmation and proof of payment . I did that and he assured me that within 7 days i will get my money back till today nothing. I have send them numerous emails i even called and send facebook messenger they keep making promises that i will get my money. One lady named Olivia scott told me that they have phone problems and that my refund is being processed in JHB how so now they not responding to my emails or calls.
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Rashied E
1 reviews | Active since Jan 2020
5 Jul 2023, 10:26
Marriott and Prokard destroying their loyalty programme
This goes out to the Marriott International Marketing team and the Prokard Executive. You are destroying the amazing Prokard Membership and Loyalty Programme you have built up over the last 20 yrs. I have been a Prokard member for more than 10yrs and this year the new algorithm you have implemented to book vouchers on your Prokard Booking System does not allow us to use the vouchers at all even if you make hotel bookings 3 months in advance. This is clearly an unfair market practice for the payment of an annual membership fee of R1750 with no benefits in return. I will be lodging a formal complaint with the Competition Commission to highlight my concern if I do not receive assistance from you within the next 24 hrs.
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Rashied E
1 reviews | Active since Jan 2020
5 Jul 2023, 10:26
Marriott and Prokard destroying their loyalty programme
This goes out to the Marriott International Marketing team and the Prokard Executive. You are destroying the amazing Prokard Membership and Loyalty Programme you have built up over the last 20 yrs. I have been a Prokard member for more than 10yrs and this year the new algorithm you have implemented to book vouchers on your Prokard Booking System does not allow us to use the vouchers at all even if you make hotel bookings 3 months in advance. This is clearly an unfair market practice for the payment of an annual membership fee of R1750 with no benefits in return. I will be lodging a formal complaint with the Competition Commission to highlight my concern if I do not receive assistance from you within the next 24 hrs.
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natasha P
1 reviews | Active since Jan 2020
10 Jan 2022, 10:34
SLAPS GUEST WITH HOTEL POLICY, BUT HOTEL EXPERIENCE SUCKS
I'm hoping this gets to higher management of Protea Hotel : I booked with Umhlanga branch for the 9th Jan as an anniversary spoil for my husband and I via the Agoda website. However, due to a misunderstanding - my brother was beaten really bad and was arrested to which he has to appear in court on the 10th Jan. At 6pm on the 9th Jan I called the hotel to ask If they could please postpone my booking for a week after, the gentleman checked with management and confirmed no. I called Agoda, and they said the booking time has passed so if any amendment needs to be made, it can only be done by the hotel; I called the hotel again and asked to speak to management, I got through to Zama and explained forfeiting R1750 is a lot of money for me, I didn’t want to cancel – just reschedule, she said the booking needs to be changed by Agoda as its hotel policy, she said cancelations should have been done 24 hours prior. But I did not expect this to happen hence I could not make prior arrangements. Zama was then going to check with someone else and I was left holding the line for 7 minutes before it disconnected. I called Agoda back, and the agent said it all depends on the hotel, the agent 3-way conference contacted Zama on my behalf ; Zama quickly shut us down and said she cant do anything and left us holding again for another 10 minutes before the line disconnects AGAIN. So I just wanted to highlight this series of events that would have caused me to forfeit R1750. Amidst the family issues my husband checked in late last night so we wouldn't have to forfeit our money, But it was not a happy, or enjoyable time at all. THE STAFF WAS VERY FAST TO SLAP US WITH HOTEL POLICY, YET UPON CHECKING IN – IF ONLY THEY COULD ENFORECE HOTEL STANDARDS; THE COUCH IN OUR SUITE WAS STAINED AND DIRTY, PILLOWS WET, NO BATH TOWELS, NO BATHING ESSENTIALS, NO TOILET PAPER, I HAD TO CALL HOUSE KEEPING FROM MY MOBILE AS THE TELEPHONE DID NOT WORK… Its quiet easy to hide behind hotel policy, but if we’re claiming such professionalism with procedures, then our staff etiquette, house keeping, hygiene and overall customer service should match the same. To Protea hotel, we can't afford your hotel at random so some of us work really hard so that we can get a bit of an extra spoil. Instead of just slapping us with hotel policy, take a few minutes to actually LISTEN to the person on the other side, we are HUMAN too and it's not only about business and money !!!
Helpful (0)
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natasha P
1 reviews | Active since Jan 2020
10 Jan 2022, 10:34
SLAPS GUEST WITH HOTEL POLICY, BUT HOTEL EXPERIENCE SUCKS
I'm hoping this gets to higher management of Protea Hotel : I booked with Umhlanga branch for the 9th Jan as an anniversary spoil for my husband and I via the Agoda website. However, due to a misunderstanding - my brother was beaten really bad and was arrested to which he has to appear in court on the 10th Jan. At 6pm on the 9th Jan I called the hotel to ask If they could please postpone my booking for a week after, the gentleman checked with management and confirmed no. I called Agoda, and they said the booking time has passed so if any amendment needs to be made, it can only be done by the hotel; I called the hotel again and asked to speak to management, I got through to Zama and explained forfeiting R1750 is a lot of money for me, I didn’t want to cancel – just reschedule, she said the booking needs to be changed by Agoda as its hotel policy, she said cancelations should have been done 24 hours prior. But I did not expect this to happen hence I could not make prior arrangements. Zama was then going to check with someone else and I was left holding the line for 7 minutes before it disconnected. I called Agoda back, and the agent said it all depends on the hotel, the agent 3-way conference contacted Zama on my behalf ; Zama quickly shut us down and said she cant do anything and left us holding again for another 10 minutes before the line disconnects AGAIN. So I just wanted to highlight this series of events that would have caused me to forfeit R1750. Amidst the family issues my husband checked in late last night so we wouldn't have to forfeit our money, But it was not a happy, or enjoyable time at all. THE STAFF WAS VERY FAST TO SLAP US WITH HOTEL POLICY, YET UPON CHECKING IN – IF ONLY THEY COULD ENFORECE HOTEL STANDARDS; THE COUCH IN OUR SUITE WAS STAINED AND DIRTY, PILLOWS WET, NO BATH TOWELS, NO BATHING ESSENTIALS, NO TOILET PAPER, I HAD TO CALL HOUSE KEEPING FROM MY MOBILE AS THE TELEPHONE DID NOT WORK… Its quiet easy to hide behind hotel policy, but if we’re claiming such professionalism with procedures, then our staff etiquette, house keeping, hygiene and overall customer service should match the same. To Protea hotel, we can't afford your hotel at random so some of us work really hard so that we can get a bit of an extra spoil. Instead of just slapping us with hotel policy, take a few minutes to actually LISTEN to the person on the other side, we are HUMAN too and it's not only about business and money !!!
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Replies (0)LN
Lindeni N
1 reviews | Active since Jan 2020
8 Nov 2021, 15:00
Unpleasant stay
I am completely disgusted by the treatment I received in this hotel. Worse even when you complain,the matter is not addressed. They will keep on saying: they will get back to you. The customer service and administration service is zero. I don't whether in this hotel people are treated according to race or social standing. It feels like I have wasted my money by booking into this hotel. I could have utilised it in another hotel where I could have been treated like a human being. I don't think I'll ever recommend this hotel because of their management and administration services. Very unimpressed guest Lindeni Nzimande 082 484 9175 I am completely disgusted by the treatment I received in this hotel. Worse even when you complain,the matter is not addressed. They will keep on saying: they will get back to you. The customer service and administration service is zero. I don't whether in this hotel people are treated according to race or social standing. It feels like I have wasted my money by booking into this hotel. I could have utilised it in another hotel where I could have been treated like a human being. I don't think I'll ever recommend this hotel because of their management and administration services. Very unimpressed guest Lindeni Nzimande 082 484 9175
Helpful (0)
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Lindeni N
1 reviews | Active since Jan 2020
8 Nov 2021, 15:00
Unpleasant stay
I am completely disgusted by the treatment I received in this hotel. Worse even when you complain,the matter is not addressed. They will keep on saying: they will get back to you. The customer service and administration service is zero. I don't whether in this hotel people are treated according to race or social standing. It feels like I have wasted my money by booking into this hotel. I could have utilised it in another hotel where I could have been treated like a human being. I don't think I'll ever recommend this hotel because of their management and administration services. Very unimpressed guest Lindeni Nzimande 082 484 9175 I am completely disgusted by the treatment I received in this hotel. Worse even when you complain,the matter is not addressed. They will keep on saying: they will get back to you. The customer service and administration service is zero. I don't whether in this hotel people are treated according to race or social standing. It feels like I have wasted my money by booking into this hotel. I could have utilised it in another hotel where I could have been treated like a human being. I don't think I'll ever recommend this hotel because of their management and administration services. Very unimpressed guest Lindeni Nzimande 082 484 9175
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