PH
Protea Hotels
Claimed Business
PH
Protea Hotels
Claimed Business
23 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Protea Hotels delivers a polarized customer experience across its South African locations. Properties like Stellenbosch, OR Tambo, and Umhlanga receive high praise for exceptional staff, delicious food, and clean rooms. However, several locations including Klerksdorp, Mafikeng, Fire & Ice Melrose, and Nelspruit draw serious complaints around dirty rooms, billing disputes, rude staff, and poor maintenance. Allegations of racial discrimination and unresolved refund issues further tarnish the brand. The Procard loyalty programme also frustrates members unable to redeem benefits.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#9
in Travel & Vacation
NPS Score
0
Recommended: Unlikely
Review Distribution
3.1|23 Reviews
May '25 - Apr '26
5(40.9%)
4(13.6%)
3(4.6%)
2(4.6%)
1(36.4%)
5(40.9%)
4(13.6%)
3(4.6%)
2(4.6%)
1(36.4%)
Frequently Asked Questions About Protea Hotels
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (23)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
LP
Limakatso P
1 reviews | Active since Jan 2020
23 Feb 2026, 12:44
Umhlanga Marriot group protects racial **************
I would like to share an encounter of utmost disrespect and racial ************** by a lady by the name of Evashnee Naidoo who came out from the back and, when I say requested an instruction from my African collegues is being respectful. Ms Naidoo’s colleagues responded that she cannot assist at the moment because there were guests. Ms Naidoo asked in a very condescending tone “which guests?” mind you, we are a group of 6 people. She cannot claim she saw none of us. When the team vocalised this and they saw my immediate irritation, they then tried to calm me down. This speaks volumes to how people like Ms Naidoo get away with racial ************** and ******. In essence her behaviour says that “black people are used to queues so they can wait longer as long as her role is gratified with instant responses from her team I do not think the Marriot group has a place for people like Ms Naidoo when Marriot’s role is social cohesion. I request that consequence management takes place
Helpful (0)
|Replies (0)LP
Limakatso P
1 reviews | Active since Jan 2020
23 Feb 2026, 12:44
Umhlanga Marriot group protects racial **************
I would like to share an encounter of utmost disrespect and racial ************** by a lady by the name of Evashnee Naidoo who came out from the back and, when I say requested an instruction from my African collegues is being respectful. Ms Naidoo’s colleagues responded that she cannot assist at the moment because there were guests. Ms Naidoo asked in a very condescending tone “which guests?” mind you, we are a group of 6 people. She cannot claim she saw none of us. When the team vocalised this and they saw my immediate irritation, they then tried to calm me down. This speaks volumes to how people like Ms Naidoo get away with racial ************** and ******. In essence her behaviour says that “black people are used to queues so they can wait longer as long as her role is gratified with instant responses from her team I do not think the Marriot group has a place for people like Ms Naidoo when Marriot’s role is social cohesion. I request that consequence management takes place
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Replies (0)AS
Azwindini S
1 reviews | Active since Jan 2020
8 Feb 2026, 16:30
Is Procard a ****, if not, can their hotel offer me the free nights they told me about
I feel like Procard is a ****. You pay 1.85 k for six free nights @ selected Protea hotels. My benefits will expire in Oct 2026. To date, I haven't been able to redeem any voucher because no Protea hotel wants to redeem. I need my money back to get at least one night.
Helpful (0)
|Replies (0)AS
Azwindini S
1 reviews | Active since Jan 2020
8 Feb 2026, 16:30
Is Procard a ****, if not, can their hotel offer me the free nights they told me about
I feel like Procard is a ****. You pay 1.85 k for six free nights @ selected Protea hotels. My benefits will expire in Oct 2026. To date, I haven't been able to redeem any voucher because no Protea hotel wants to redeem. I need my money back to get at least one night.
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Replies (0)ND
Ncamsile D
1 reviews | Active since Jan 2020
5 Feb 2026, 13:04
Pleasant stay Protea Hotel Fire & Ice! Johannesburg Melrose Arch
<div>A friend of mine hosted a bday party in this establishment all I can say is it was a success thanks to the staff that made it possible the place was exceptional the service was on par they even went an extra mile to make sure we were well taken care of thanks to the chef the food was delicious the variety of the buffet was great we really appreciate your hospitality you’ve made our stay Pleasant I really loved where the hotel is located surrounded by shops and just in front of a bar it’s a walking distance the Ola e is in an up coming a area with lots of security</div>
Helpful (0)
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Ncamsile D
1 reviews | Active since Jan 2020
5 Feb 2026, 13:04
Pleasant stay Protea Hotel Fire & Ice! Johannesburg Melrose Arch
<div>A friend of mine hosted a bday party in this establishment all I can say is it was a success thanks to the staff that made it possible the place was exceptional the service was on par they even went an extra mile to make sure we were well taken care of thanks to the chef the food was delicious the variety of the buffet was great we really appreciate your hospitality you’ve made our stay Pleasant I really loved where the hotel is located surrounded by shops and just in front of a bar it’s a walking distance the Ola e is in an up coming a area with lots of security</div>
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Replies (0)ND
Ncamsile D
1 reviews | Active since Jan 2020
5 Feb 2026, 11:17
Exceptional
The service received from the staff was exceptional from checking in and I was assisted to the room and the housekeeping ladies were so much helpful in everything we needed their fast was exceptional and they even extended our time trying to accommodate us cz we were not finishing breakfast we even checked out late when we were done the staff was so great thank you for your hospitality
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Ncamsile D
1 reviews | Active since Jan 2020
5 Feb 2026, 11:17
Exceptional
The service received from the staff was exceptional from checking in and I was assisted to the room and the housekeeping ladies were so much helpful in everything we needed their fast was exceptional and they even extended our time trying to accommodate us cz we were not finishing breakfast we even checked out late when we were done the staff was so great thank you for your hospitality
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Anonymous
1 reviews | Active since Jan 2020
20 Jan 2026, 06:27
PROTEA MAFIKENG MONEY MAKING SKEEM
Protea Hotel Mafikeng. I ordered a dinner worth R 185,00 and when the bill came up, which was a delivery room, I was billed R 388, and because of what I knew the bill was supposed to be R 185.00 I paid R 400.00. I proceeded to the kitchen immediately, and I waited for 20 minutes, but there was no assistance then. All this happened on 19 January 2026. Until some lady asked if I was assisted, and I rep**** NO, BECAUSE I WAS NOT ASSISTED UNTIL NOW I AM NOT ASSISTED. I believe her name was TEBELLO. Can someone from Mafikeng PROTEA HOTEL tell me why I was charged so much even though I ordered a meal worth R 185.00? Trust and believe me, I will let not this go down without a fight, and I will always publish it on all the hotels I book onto. This is not my first time in the Mafikeng Protea Hotel.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
20 Jan 2026, 06:27
PROTEA MAFIKENG MONEY MAKING SKEEM
Protea Hotel Mafikeng. I ordered a dinner worth R 185,00 and when the bill came up, which was a delivery room, I was billed R 388, and because of what I knew the bill was supposed to be R 185.00 I paid R 400.00. I proceeded to the kitchen immediately, and I waited for 20 minutes, but there was no assistance then. All this happened on 19 January 2026. Until some lady asked if I was assisted, and I rep**** NO, BECAUSE I WAS NOT ASSISTED UNTIL NOW I AM NOT ASSISTED. I believe her name was TEBELLO. Can someone from Mafikeng PROTEA HOTEL tell me why I was charged so much even though I ordered a meal worth R 185.00? Trust and believe me, I will let not this go down without a fight, and I will always publish it on all the hotels I book onto. This is not my first time in the Mafikeng Protea Hotel.
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Replies (0)RA
KN
Kerina N
1 reviews | Active since Jan 2020
16 Jan 2026, 15:42
Disappointed with Protea Fire and ice umhlanga
*Disappointing Stay at Protea Fire & Ice* I'm writing to express my disappointment and frustration with our recent stay at Protea Fire & Ice hotel. We arrived on 8 Jan at 1pm, exhausted from our long trip, only to find our room was dirty and the bathroom was disgusting. We were shocked and disappointed. The staff were helpful and tried to assist us, but it took 5 hours to get sorted out with a new room. Despite the efforts of Shannon, the reservation manager, issues persisted. The new room had a faulty shower and non-working fridge, which were eventually replaced. While the staff were friendly and did their best, it's clear the hotel is not being maintained to the standard expected of a Protea hotel. We were looking forward to a relaxing stay, but instead, we were constantly dealing with issues. Unfortunately, this experience fell short of our expectations.
Helpful (0)
|Replies (0)KN
Kerina N
1 reviews | Active since Jan 2020
16 Jan 2026, 15:42
Disappointed with Protea Fire and ice umhlanga
*Disappointing Stay at Protea Fire & Ice* I'm writing to express my disappointment and frustration with our recent stay at Protea Fire & Ice hotel. We arrived on 8 Jan at 1pm, exhausted from our long trip, only to find our room was dirty and the bathroom was disgusting. We were shocked and disappointed. The staff were helpful and tried to assist us, but it took 5 hours to get sorted out with a new room. Despite the efforts of Shannon, the reservation manager, issues persisted. The new room had a faulty shower and non-working fridge, which were eventually replaced. While the staff were friendly and did their best, it's clear the hotel is not being maintained to the standard expected of a Protea hotel. We were looking forward to a relaxing stay, but instead, we were constantly dealing with issues. Unfortunately, this experience fell short of our expectations.
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Replies (0)