Fatima Ebrahim

Review of Protea Hotel Fire & Ice

WORSE SERVICE AT THIS BRANCH!! i am a medical doct...

WORSE SERVICE AT THIS BRANCH!! i am a medical doctor who booked a stay on new years eve (this booking was made on 19th Dec 2018 directly on the protea website with a confirmation phone call to ensure i will be receiving the bilevel loft king). i received a confirmation email along with a confirmation number. subsequently a email was sent On 28th to direct me to which parking area to park in on the 31st. On the 31st i walked in to check in only to find out that my booking was CANCELLED and an email was sent to me THAT morning. Apparently i was suppose to EFT an amount ecen though i had given my credit card when initially booking online. i at first was told no rooms were availble. online all other hotels surrounding the area were fully booked as it was new years eve. The hotels reservation staff had no answer as to why a email regarding payment was not sent earlier or why my room was given away tgat day despite a credit card booking online. i eventually was placed in a standard room which was very tiny, poorly working air conditioning and a overall cramped up feeling. the staff not once apologised or made any special provisions for this BIG mess up on their part. i would not book with protest ever again and do not reccomend this stay for anyone. definitely do not get what u are paying for.
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