RS
Relax Spa at Protea Hotel Fire & Ice! by Marriott Cape Town
Unclaimed Business
RS
Relax Spa at Protea Hotel Fire & Ice! by Marriott Cape Town
Unclaimed Business
2 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Ranking
#7
in Wellness & Beauty
NPS Score
0
Recommended: Unlikely
Review Distribution
3|2 Reviews
Jun '25 - May '26
5(0%)
4(50%)
3(0%)
2(50%)
1(0%)
5(0%)
4(50%)
3(0%)
2(50%)
1(0%)
Frequently Asked Questions About Relax Spa at Protea Hotel Fire & Ice! by Marriott Cape Town
Relax Spa at Protea Hotel Fire & Ice! by Marriott Cape Town has a TrustIndex of 0 out of 10 on Hellopeter, based on 2 reviews in the last 12 months. Hellopeter has tracked Relax Spa at Protea Hotel Fire & Ice! by Marriott Cape Town across 4 total reviews. How is the TrustIndex calculated? →
Recent reviews (2)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Aviva
1 reviews | Active since Jan 2020
12 Jan 2026, 16:22
Relax spa Protea fire & ice hotel new church st
Returning customer to relax spa at New church st. Initially i could not get through when i called. The line rang a couple times, then disconnected. I tried three times with the number given on the voucher and checked it was correct on the website. I even checked I had airtime, but the calls just dropped. I decided to call the hotel and only then got transferred to the spa. The person who answered gave me a cell number to use for the spa instead. I was asked to whatsapp all my contact details, the booking time and date and send the voucher pdf via whatsapp. I booked with a voucher for a 60min massage, 30min facial, 15min head massage and 15min foot massage from hyperli. It included a welcome tea. Overall the experience was pleasant. I was greeted by Unathi at the desk on arrival who was friendly, welcoming and efficient. I had already booked and confirmed my voucher via whatsapp so I just had to wait for the the****** to collect me. My treatment the****** was the lovely Liso, who was sweet and professional and looked after me very well. The tea 'ceremony' was just a small cup of tea while sitting on a chais, which is a nice way to settle and start relaxing after arriving to the appointment, but after 1min when Liso came to collect me I was 'still' sipping the hot tea and it felt like I was taking too long which made me feel anxious and rushed . The massage was great, but it would have been ideal to have the excess oil wiped off afterwards. There were also many pauses and several times when hands were taken off during the massage, and once for so long I thought the massage was over. The facial was more 10min than 30min and didnt include any face massage or mask. It felt very fast, and started with a double cleanse, even though i did not wear any make up or sunscreen in preparation for the facial, a hurried exfoliation, after which one treatment substance was app****, then immediately washed off and an application of a moisturiser. The head massage was done well and the training was evident, but there was not enough slack and all my hair on both sides of my head was pulled a lot. My hair was also tangled and very knotted afterwards, which was frustrating. I was quickly moved from the room after the treatments to the open space where the mani and pedis are done for the foot massage. This consisted of a fast 'soak' in warm water, light buff and cream application. There was no foot massaging to speak of. I was given a snack tray, which I was not expecting, that consisted of 3 dry crackers, some sad looking g****s and some more tea, but it was nice touch. Of course, there was also some product pushing, which I can't fault and is too be expected at any spa. The piped music was a bit too loud for a relaxing time in my opinion, but the selection was good. If I could change anything, I would suggest giving the guest a bit more time between experiences/treatments, a hot towel for the residual oil after the massage and a towel in the ladies area to actually be able to make use of the shower and available toiletries after the oily body and head massage. I would also add it would be best if the the****** did not bring their phone into the room and use a small desk clock to keep track of the time instead. All in all, I would recommend.
Helpful (0)
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Aviva
1 reviews | Active since Jan 2020
12 Jan 2026, 16:22
Relax spa Protea fire & ice hotel new church st
Returning customer to relax spa at New church st. Initially i could not get through when i called. The line rang a couple times, then disconnected. I tried three times with the number given on the voucher and checked it was correct on the website. I even checked I had airtime, but the calls just dropped. I decided to call the hotel and only then got transferred to the spa. The person who answered gave me a cell number to use for the spa instead. I was asked to whatsapp all my contact details, the booking time and date and send the voucher pdf via whatsapp. I booked with a voucher for a 60min massage, 30min facial, 15min head massage and 15min foot massage from hyperli. It included a welcome tea. Overall the experience was pleasant. I was greeted by Unathi at the desk on arrival who was friendly, welcoming and efficient. I had already booked and confirmed my voucher via whatsapp so I just had to wait for the the****** to collect me. My treatment the****** was the lovely Liso, who was sweet and professional and looked after me very well. The tea 'ceremony' was just a small cup of tea while sitting on a chais, which is a nice way to settle and start relaxing after arriving to the appointment, but after 1min when Liso came to collect me I was 'still' sipping the hot tea and it felt like I was taking too long which made me feel anxious and rushed . The massage was great, but it would have been ideal to have the excess oil wiped off afterwards. There were also many pauses and several times when hands were taken off during the massage, and once for so long I thought the massage was over. The facial was more 10min than 30min and didnt include any face massage or mask. It felt very fast, and started with a double cleanse, even though i did not wear any make up or sunscreen in preparation for the facial, a hurried exfoliation, after which one treatment substance was app****, then immediately washed off and an application of a moisturiser. The head massage was done well and the training was evident, but there was not enough slack and all my hair on both sides of my head was pulled a lot. My hair was also tangled and very knotted afterwards, which was frustrating. I was quickly moved from the room after the treatments to the open space where the mani and pedis are done for the foot massage. This consisted of a fast 'soak' in warm water, light buff and cream application. There was no foot massaging to speak of. I was given a snack tray, which I was not expecting, that consisted of 3 dry crackers, some sad looking g****s and some more tea, but it was nice touch. Of course, there was also some product pushing, which I can't fault and is too be expected at any spa. The piped music was a bit too loud for a relaxing time in my opinion, but the selection was good. If I could change anything, I would suggest giving the guest a bit more time between experiences/treatments, a hot towel for the residual oil after the massage and a towel in the ladies area to actually be able to make use of the shower and available toiletries after the oily body and head massage. I would also add it would be best if the the****** did not bring their phone into the room and use a small desk clock to keep track of the time instead. All in all, I would recommend.
0
Replies (0)TA
Tiff A
1 reviews | Active since Jan 2020
9 Sept 2025, 14:19
Disappointed
Went on Saturday morning with my friend, she got the package for a 1 hour full body massage, 15 minute head massage, 15 minute foot massage, 30 minute facial and tea ceremony x 2. The greeting was great, the tea was great. My friend was paired with a great lady for her treatments and had no complaints but mine was not the same. I had the lady with the red lips. This woman had the energy of ‘urgh do I really have to do this now’ the way she asks me questions was also very much in the same energy. My massage wasn’t fantastic and her hands felt like sand paper (there really is not other way to describe it). When she thought I was asleep, she was poking my feet not massaging it and kept pausing like someone that was on their phone or distracted. She was very rushed and rough with my facial too, felt like my skin was being beaten, it did not feel very relaxing at all and the foot massage wasn’t a foot massage, they soak your feet for 14,5 mins and then rub cream on for 30 seconds. I know this is a voucher purchase but don’t offer clients these options if you guys are not interested in offering a proper service. I was really disappointed and I was looking forward to it considering I got it as a birthday gift. The snacks provided were great and was a nice touch. But I didn’t leave there feeling great like someone should after receiving those treatments. Maybe if I was a cash paying client I would’ve been treated better.
Helpful (0)
|Replies (0)TA
Tiff A
1 reviews | Active since Jan 2020
9 Sept 2025, 14:19
Disappointed
Went on Saturday morning with my friend, she got the package for a 1 hour full body massage, 15 minute head massage, 15 minute foot massage, 30 minute facial and tea ceremony x 2. The greeting was great, the tea was great. My friend was paired with a great lady for her treatments and had no complaints but mine was not the same. I had the lady with the red lips. This woman had the energy of ‘urgh do I really have to do this now’ the way she asks me questions was also very much in the same energy. My massage wasn’t fantastic and her hands felt like sand paper (there really is not other way to describe it). When she thought I was asleep, she was poking my feet not massaging it and kept pausing like someone that was on their phone or distracted. She was very rushed and rough with my facial too, felt like my skin was being beaten, it did not feel very relaxing at all and the foot massage wasn’t a foot massage, they soak your feet for 14,5 mins and then rub cream on for 30 seconds. I know this is a voucher purchase but don’t offer clients these options if you guys are not interested in offering a proper service. I was really disappointed and I was looking forward to it considering I got it as a birthday gift. The snacks provided were great and was a nice touch. But I didn’t leave there feeling great like someone should after receiving those treatments. Maybe if I was a cash paying client I would’ve been treated better.
0
Replies (0)CN
CHERISE N
1 reviews | Active since Jan 2020
29 Aug 2023, 20:08
Filthy, unbearable environment and should be 2 star
Filthy, unfriendly, very unorganized and definitely not a 4 star experience. This was my first time at this hotel and I felt so uncomfortable yet I asked in advance for rooms to be clean and everything in working order. When I arrived the room was not ready, there was not enough towels, almost slipped coming out of the shower, cold water, plugs not working, dstv not working, phone handset filthy and sheets smelt used and not fresh the aircon did not work, the banging construction noise is an icing on the cake which creates such a disturbance, the toilet pan was not sanitized. I really believe this place is a absolute waste of money. This was the worst place I ever stayed at. Worst of all on the morning of a work function when I could not do my hair they told me to go into another room to plug my hair iron and do my hair. Managers are not friendly nor helpful. Absolutely ****
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CHERISE N
1 reviews | Active since Jan 2020
29 Aug 2023, 20:08
Filthy, unbearable environment and should be 2 star
Filthy, unfriendly, very unorganized and definitely not a 4 star experience. This was my first time at this hotel and I felt so uncomfortable yet I asked in advance for rooms to be clean and everything in working order. When I arrived the room was not ready, there was not enough towels, almost slipped coming out of the shower, cold water, plugs not working, dstv not working, phone handset filthy and sheets smelt used and not fresh the aircon did not work, the banging construction noise is an icing on the cake which creates such a disturbance, the toilet pan was not sanitized. I really believe this place is a absolute waste of money. This was the worst place I ever stayed at. Worst of all on the morning of a work function when I could not do my hair they told me to go into another room to plug my hair iron and do my hair. Managers are not friendly nor helpful. Absolutely ****
0
Replies (0)AB
Aleya B
1 reviews | Active since Jan 2020
17 Jun 2023, 15:35
Avoid this place at all costs!
If there was a zero-star option, the Protea Fire and Ice Spa would have earned it. It is truly the worst customer experience I have had in a long time. Gifted a Hyperli voucher for a 70-minute massage, I initiated a booking via email along with a scanned copy of my voucher at the end of May 2023, a whole month before the expiration date. I received no response to my email and thus called on 2 June 2023 to make my booking. My booking was confirmed for the 10th. A minor injury led to a rescheduling, accepted without hesitation, to the 17th June. On arrival for my 14:00 appointment, my existence in their system had vanished. The staff drew a blank, my booking did not exist despite the confirmation via telephone. The spa staff said they would accommodate me if I waited for 15 - 20 minutes so I agreed to wait. Ellen,the assisting staff member, ushered me into the room at 14:21. I was left to prepare for the massage, in anticipation of what was yet to come. Instead of tranquillity, I was met with more drama. Ellen returned and announced that my voucher was expired. This did not make sense because it was valid when I booked. As futile as it was, I dialled the number on the voucher, only to find myself calling the spa's reception again. I presented my original email as evidence of my booking request, which Ellen proceeded to scrutinise for any inconsistencies. She then declared their email was dysfunctional. A baffling declaration considering she initially questioned whether I used their correct email address (which I did!). The absurdity of this conversation, conducted while I lay unclothed on the massage table, was embarrassing and utterly unprofessional. Ellen casually suggested I purchase a new voucher or pay upfront. My humiliation was reaching its peak. I wasn't the purchaser, I couldn't retrieve a new code. It was a gift. The lack of knowledge about their own communication channels, email, and phone, was a glaring red flag. To be told that the spa email was dysfunctional after providing the right address was ridiculous. If it's indeed unusable, it's their responsibility to rectify the issue and certainly not display it on their website and Hyperli. My partner had to come back to fetch me and also tried to explain the situation to Ellen who was completely unhelpful. I was seething at this point, feeling humiliated and distressed, especially due to the fact that I was made to have this conversation while I was still naked on a massage bed. Protea Fire and Ice Spa's dysfunction extends far beyond its email. Their inability to confirm a booking or scan a voucher, and their ignorance of standard procedures were baffling. Most places would confirm the validity of the voucher before confirming the appointment, but Protea Fire and Ice Spa seems unable to grasp this basic concept. I then requested the manager’s phone number. Ellen failed to provide a complete number for Noli Spar (the main manager) which I only realised after leaving the venue. Another manager, Bukiwe, failed to pick up my calls. When I did eventually get through, I was hung up on the moment I mentioned Bukiwe's name. Ellen’s attitude, far from accommodating, was more akin to blaming me for their shortcomings. Her insinuation that I had used an expired voucher was outrageous, considering it was valid at the time of booking. The issue was entirely due to their incompetence, not my actions. Her claim that she was 'trying to accommodate' me while busy was a pitiful excuse, another example of the spa’s unprofessionalism. I have never ever received such poor customer experience from a spa before and am actually horrified by the level of incompetence from the entire organisation. The staff are disorganised and rude while management are uncontactable. I advise anyone seeking a massage to avoid Protea Fire and Ice Spa. It's a place where you are likely to leave more upset, irritated, and stressed than when you walked in. The level of service is appalling, you will waste your money, and the level of frustration it inflicts is simply not worth it.
Helpful (0)
|Replies (0)AB
Aleya B
1 reviews | Active since Jan 2020
17 Jun 2023, 15:35
Avoid this place at all costs!
If there was a zero-star option, the Protea Fire and Ice Spa would have earned it. It is truly the worst customer experience I have had in a long time. Gifted a Hyperli voucher for a 70-minute massage, I initiated a booking via email along with a scanned copy of my voucher at the end of May 2023, a whole month before the expiration date. I received no response to my email and thus called on 2 June 2023 to make my booking. My booking was confirmed for the 10th. A minor injury led to a rescheduling, accepted without hesitation, to the 17th June. On arrival for my 14:00 appointment, my existence in their system had vanished. The staff drew a blank, my booking did not exist despite the confirmation via telephone. The spa staff said they would accommodate me if I waited for 15 - 20 minutes so I agreed to wait. Ellen,the assisting staff member, ushered me into the room at 14:21. I was left to prepare for the massage, in anticipation of what was yet to come. Instead of tranquillity, I was met with more drama. Ellen returned and announced that my voucher was expired. This did not make sense because it was valid when I booked. As futile as it was, I dialled the number on the voucher, only to find myself calling the spa's reception again. I presented my original email as evidence of my booking request, which Ellen proceeded to scrutinise for any inconsistencies. She then declared their email was dysfunctional. A baffling declaration considering she initially questioned whether I used their correct email address (which I did!). The absurdity of this conversation, conducted while I lay unclothed on the massage table, was embarrassing and utterly unprofessional. Ellen casually suggested I purchase a new voucher or pay upfront. My humiliation was reaching its peak. I wasn't the purchaser, I couldn't retrieve a new code. It was a gift. The lack of knowledge about their own communication channels, email, and phone, was a glaring red flag. To be told that the spa email was dysfunctional after providing the right address was ridiculous. If it's indeed unusable, it's their responsibility to rectify the issue and certainly not display it on their website and Hyperli. My partner had to come back to fetch me and also tried to explain the situation to Ellen who was completely unhelpful. I was seething at this point, feeling humiliated and distressed, especially due to the fact that I was made to have this conversation while I was still naked on a massage bed. Protea Fire and Ice Spa's dysfunction extends far beyond its email. Their inability to confirm a booking or scan a voucher, and their ignorance of standard procedures were baffling. Most places would confirm the validity of the voucher before confirming the appointment, but Protea Fire and Ice Spa seems unable to grasp this basic concept. I then requested the manager’s phone number. Ellen failed to provide a complete number for Noli Spar (the main manager) which I only realised after leaving the venue. Another manager, Bukiwe, failed to pick up my calls. When I did eventually get through, I was hung up on the moment I mentioned Bukiwe's name. Ellen’s attitude, far from accommodating, was more akin to blaming me for their shortcomings. Her insinuation that I had used an expired voucher was outrageous, considering it was valid at the time of booking. The issue was entirely due to their incompetence, not my actions. Her claim that she was 'trying to accommodate' me while busy was a pitiful excuse, another example of the spa’s unprofessionalism. I have never ever received such poor customer experience from a spa before and am actually horrified by the level of incompetence from the entire organisation. The staff are disorganised and rude while management are uncontactable. I advise anyone seeking a massage to avoid Protea Fire and Ice Spa. It's a place where you are likely to leave more upset, irritated, and stressed than when you walked in. The level of service is appalling, you will waste your money, and the level of frustration it inflicts is simply not worth it.
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