Paul's 160th Hotel Review for the
Details:
Duration of stay: 1 night / after Safari
Check-in / Check-out:
Concierge Service: N/A
Bonvoy recognition:
From Protea Hotels:
Posting of points & nights:
, everything wrong
Food & Beverage:
Bar:
,
Lounge:
no lounge
Paul‘s Mix:
Mojito Rating
:
again no mint
Social media interaction:
—-
= bad, a lot of work needs to be done
=not good, you will be busy with corrections
= Half a Point/sheep
—-
Updated review for our 9th stay at this property.
The Protea Fire and Ice is always or home away from home when in Durban.
General Info:
The hotel is located north of Durban in the Umhlanga Ridge area. There are many restaurants and shops around the hotel which can easily be reached by foot and also the big shopping mall is
just next to the hotel.
The
Hotel has a Total of 205 rooms including suites.
There is
no public transport so you will need a rental car to move around.
Check-in:
The check-in was simply amazing. The staff was super attentive and friendly. The Frontoffice Manager immediately waved at us when we came out of the elevator and also the other staff
recognized us. It really was like a coming home.
Check-out:
Check out was fantastic too.
Staff at frontdesk was always helpful and friendly.
Everytime we passed the frontdesk they always had the time for a chat and or asked if everything was okay.
Marriott Bonvoy Recognition:
The Hotel adhered to all Marriott Bonvoy procedures and all benefits received automatically.
At check-in they asked which benefit (points or breakfast) we would like to have and they upgraded us to the most beautiful one bedroom executive suite.
When getting into the room there was an amazing welcome gift in form of a snack platter.
A huge and massive down turn with the Marriott Bonvoy program is how Protea Hotels and Marriott International are treating its most loyal customers.
At Protea Hotels you will only get an Elite Night Credit for every second night and only 5 base points per dollar spent.
If someone stays 150 times for a single night at a Protea Hotel he/she will receive 0!!!!!! Nights credited to her account. This person will not even be platinum whilst a North American
Member can buy a credit card for 650US$ and is Platinum.
Marriott International and
Marriott Bonvoy do you actually recognize that your program goes down the drain for non North American Members
and that you are discriminating your international members?
Posting of points and nights:
Everything was wrongly posted to my account. We only got points for the dinner but not for the stay. The hotel said they can not correct it. Once home I have to send the final invoice to
the Bonvoy Team to correct everything.
Room/Suite:
The entire hotel still is in amazing shape and the team and maintenance does an amazing job in keeping up the property.
The Theme they have chosen throughout the entire property is beach / surfing.
The one
bedroom executive suite we got is absolutely fantastic in size and has a wowww atmosphere.
The suite is held in blueish colours with lots of wood and many small and bigger surfing accessories. The room felt super comfy and the huge ceiling to floor window let in a lot of light. The
room has a balcony over the full length where you can see the park opposite.
They have now added a carpet in the living room together with additional seating options and there is new decoration elements in the room and some furniture has been exchange and walls
painted or new wallpaper.
Careful
the rooms facing to the street are really noisy, so if you want to have a more quiet one you can ask for one facing the Courtyard.
Bathroom:
The executive suite has 2 bathrooms. One is equipped with a shower and bathtub and the other one with a shower only. The bathrooms are modern and both have a rainfall shower with awesome
pressure.
Housekeeping:
Housekeeping does a great job and the rooms were always tidy and impeccable clean.
No turndown service this time
F&B:
The bar has a great atmosphere and super friendly and efficient staff.
It is a very modern and inviting bar.
Bar:
Unfortunately we were not able to get our drinks last night at the bar, as again, there was no mint for mojitos.
Next to the hotel, right opposite of the street there is a Cuban Bar / Club with a nice patio and we had our drinks and appetizers there.
Breakfast is served in the Restaurant on the first floor. It was again simply amazing.
The quality of the food is great, everything was fresh and tasty. The presentation is done with love and the staff this time was top notch.
They went above and beyond for its customers and offered an extraordinary service.
Compared to our last stay 12 days ago, they went back to the old buffer style again and increased the choices again. Like this, this Protea Hotel has one of the best breakfasts.
What we liked most, all egg dishes are prepared fresh for each guest, including scrambled eggs.
Restaurant:
Also this time we stayed at the hotel for dinner, as 12 days ago the food was exceptional. Unfortunately we were super disappointed.
As all
Protea Hotels there would have been a buffet for a very reasonable price at the restaurant on the first floor but we decided to eat a la cart in the restaurant on the ground floor.
The food
this time was mediocre. We had exactly the same dishes like 12 days ago.
The
meals were completely different in taste and presentation.
The beef
Fillet wasn't really grilled like last time (super hot heat, quick) , it was more simmered (low and long) and so the meat was chewy.
The
butter chicken last time was yummylicious. This time it was no butter chicken at all. It was a chicken in a yellow curry.
So it
seems that there is no consistency at the restaurant and that it is a hit or miss.
The
service vice versa was top notch. Our server did a phantastic job and she went above and beyond.
The
Restaurant or F/B Manager was rather useless. After our feedback about the inconsistency of our meals he came to our table but didn't really know what to do.
Except the case above, staff at all outlets were simply amazing and offered an outstanding and exceptional service.
They interacted with the customers and always had time for a chat or a smile.
Customer Experience Manager:
This was the first time, that after all of our stays we met the Customer Experience Manager and honestly we haven't missed anything.
Belinda is actually useless or better saud the complete miscast for that position. I like lively people but there is a certain barrier which should never be crossed. We are still customers
and guests.
At the
evening they had built up a small buffet with wine and nipples as Marriott is celebrating its customer appreciation week. Other guests where jumping on the nipples like hyenas and touched
everything.
When we passed, Belinda invited us for a drink and snack. We declined because the sight of the buffet hyenas put me off. I don't like it when people touch everything.
She insisted and I said again "no thank you, I don't want it just because it is free. We go for dinner now". Belinda then said in a very insulting tone, oh you rich guys, maybe I should
follow you for dinner if you don't like anything for free. It was so rude and she said twice you rich guys, just because we are white?
At
breakfast she was present again and passed from table to table. When she got to ours, she didn't greet like "good morning" but like "oh, the rich guys..." and I exploded.
I told here I didn't take the food the day before because I found it disgusting as everyone touched everything.
I told her that I found it super rude that she calls as the "rich guys"
Belinda
is treating customers in a brisky and intrusive way. She treated as if we would have hearded pigs or cows together.
There is
no distance between customer and her. She might be a good party girl or animator but she is miles and miles away of being a customer experience agent or manager. She is a no go in this
position.
Executive Lounge:
No Lounge at Protea by Marriott Hotels
Pool / Spa / Gym:
The pool is rather small but fully ok for a city property. There are enough sunchairs and other options to relax around the pool.
The gym is on the 7th floor. It is on the small side but has great equipment and there is also a terrace with a very small pool.
Social Media:
It seems that social media isn't present anymore at this property. No interaction at all.
Summary:
All in all a good stay, not as great as the last one. Fantastic hotel hardware with a modern and a great atmosphere.
Staff was great with some hiccups but in general a great customer service at all touchpoints.
F&B seems at the restaurant seems still to be a hit Ir or miss as there is no consistency.
All in
all we can recommend this property.
Notes:
- Paul the Sheep does not get any benefits from the Hotels/Airlines etc.
- Paul will always pay for the services in order to be able to rate freely and truly about the experiences.
-If you are interested in more details, please send us a private message and I will be happy to share more information and pictures.
