Lutricia M

AROGANT CYNTHIA

On the 18th of September 2025, at approximately 2:00 PM, my family and I experienced a highly disappointing and unprofessional encounter with a staff member named Cynthia at Protea Hotel Fire and Ice Menlyn. Despite being loyal Prokard members for over three years, she disregarded the established terms and conditions of Prokard and instead imposed her own rules, which are neither stipulated nor aligned with the official policy. Her conduct was not only disrespectful towards my family and me but also resulted in an unnecessary waste of more than 30 minutes of our time. However, I would like to sincerely commend Thapelo for his exemplary professionalism, courtesy, and efficiency in resolving the matter. His respectful approach and commitment to service excellence restored our confidence and greatly contrasted with the earlier negative experience.