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“A great stay at Protea Hotel Fire and Ice” 4 of 5 stars
Review of Protea Hotel Fire & Ice! Melrose Arch

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Protea Hotel Fire & Ice! Melrose Arch
4.0 of 5 Hotel   |   22 Whitely Street | Melrose Arch Precinct, Johannesburg 2076, South Africa   |  
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Ranked #30 of 71 Hotels in Johannesburg
Contributor
11 reviews 11 reviews
3 hotel reviews
Reviews in 9 cities Reviews in 9 cities
4 helpful votes 4 helpful votes
“A great stay at Protea Hotel Fire and Ice”
4 of 5 stars Reviewed January 23, 2013

This hotel is situated in a very upmarket stylish shopping complex, in the heart of Sandton. The staff helped out in sorting out things and were friendly. The room at the hotel had a great decor, and makes you feel as if you are in just the right place to relax in class. Parking for the hotel was a bit difficult to find though.

  • Stayed January 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ProteaHotels, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, January 29, 2013
Dear nolan987

It doesn’t get any better than hearing that it was our TEAM of fanatical STAFF who made the difference to your stay. We relish receiving such news, as it helps to keep us motivated to continue to meet and exceed your expectations.

Our most sincere apologies on the trouble you experienced with our parking. We appreciate GUEST feedback and will definitely look into easing our GUESTS experience in this regard.

As for your comments on our hotel’s décor, we could not have said it any better than “just the right place to relax in class”. We are thrilled that you enjoyed our chic and edgy sophistication!

We do hope to have the pleasure of welcoming you back soon.

Kind Regards
Gabrielle Abrahams
General Manager
Protea Hotel Fire & Ice! Melrose Arch
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477 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Charlotte, North Carolina
Contributor
17 reviews 17 reviews
16 hotel reviews
Reviews in 12 cities Reviews in 12 cities
10 helpful votes 10 helpful votes
3 of 5 stars Reviewed January 23, 2013

I spent 8 nights here on business in Joburg. The hotel has a great location in Melrose, with many fine restaurants within walking distance. Overall my stay was pleasant, but I would like to point out a few areas that other travelers might take note:
1. I stayed on the 5th floor. Noise was not a problem. However the housekeeping started rather early around 8am each day, much earlier than I would have expected. Tip: put the do not disturb sign out and take it down when you leave for the day. They will make up the room later.
2. If you need an ironing board and iron for your stay, call housekeeping and get one delivered to your room. These are not standard issue. Also I had to leave a note for housekeeping to leave these items in the room for my use otherwise they will remove them and you have to call again to request them for the next day.
3. The hairdryer in my room did not work. Was eventually fixed but took an extra reminder at the front desk the next day for maintenance to come up.
4. Apparently there is no staff elevator so they are lugging carts and such up and down when servicing rooms/guests needs, while the rest of us are using the elevators. And the elevators are small and dark.
5. Be careful with the card reader in the elevator. Mine didn't work 4 times and 2 different cards. Got corrected, but shouldn't have happened.
6. Travel Desk - It was late and I was short on cash, so I opted to tip my driver via my ride bill to my room. My room phone rings and it's the driver saying he's coming up to my room so I can sign for the tip. I immediately said no, and that I will come down. Although the driver knows your room number, I find this a huge security concern that the travel desk would allow this, since the drivers are contracted out to a third party. Never in all my travels has this occurred.
7. The decor is really cool. Big plus here :)
8. Internet. As others have mentioned there is this constant need to log in, and the free 150mb/day is hardly enough for a couple facetime calls back home and email. And it's only one device at a time. They really need to upgrade this.
9. This place has a lot going for it, but I found the staff tripping over themselves to be pleasant and helpful, and as a result dropped the ball on the small things that make a stay worthwhile.
10. If I do get back I now know what to expect as my experience differed from the glowing reviews offered by many here.

Thanks.

  • Stayed January 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ProteaHotels, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, January 29, 2013
Dear Dave G

We certainly do try our best to meet and exceed all of our GUEST expectations in order for them to leave with a feeling of enrichment.

It goes to show that friendliness cannot surpass efficiency and your comments are recognised as an important tool in our day-to-day operations.

I would just like to confirm that we do in fact have STAFF elevators, especially for the use of our housekeeping department when it comes to servicing of GUEST bedrooms. We have addressed your concern with the housekeeping TEAM stressing the importance of using the designated STAFF elevator.

It is alarming to hear that it took a reminder from you about the malfunctioning hairdryer before the matter was corrected. We can now focus more diligently on our room checks ensuring the functioning and maintenance of all the in room facilities.

As for the Travel desk concern raised, we cannot apologise enough for the inconvenience caused. We will re-evaluate the procedures that we currently have in place to ensure that all requests from our GUESTS are correctly and efficiently dealt with.

We have also measured our offering against our competitors and believe that the complimentary offering of 150MB per day is in line. The hotel internet is an additional offering provided and facilitated by third party suppliers. We have tasked your concern with our supplier and they are in the process of making various available upgrades to the current system which will hopefully facilitate a better service to you.

We hope to have another opportunity to host you as it would be nothing less than a pleasure to prove to you how passionate we are of our product and the services that we provide.

Kind Regards
Gabrielle Abrahams
General Manager
Protea Hotel Fire & Ice! Melrose Arch
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West Hollywood, California
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed January 14, 2013

This was the best hotel I have ever stayed in. I was there for 5 days and was treated with the utmost respect by the staff. The room was lovely and very modern. The hotel has an incredibly cool and unique look/design. As other reviewers have mentioned, the showers were a bit unconventional, but it goes with the modernity of the hotel, I guess. I got used to it after a while. Their breakfast was top quality, all the food was fantastic. What made this a great stay, besides the awesome location, yummy food/drinks, and clean room, was the staff. They were, by far, some of the nicest employees I have ever met. They remembered our names, too, which was a first for us and a pleasant surprise.They were extremely friendly and accommodating, especially the guys who worked in the breakfast area, they were always very attentive. This was my first time traveling to Africa and this hotel made it such a memorable experience.

  • Stayed March 2012, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ProteaHotels, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, January 16, 2013
Dear Sylvia X

It truly is heart-warming to receive such spectacular feedback from one of our GUESTS. To hear that our STAFF ‘wowed’ you with their welcoming and sociable skills shows us that our efforts in achieving absolute GUEST satisfaction are being realized. Rest assured that we will commend them for a job well done.

As for the shower setup, it rings true to Fire & Ice! style; that of being conceptually edgy and thinking slightly out of the box.

Our breakfast TEAM take great pride in delivering one of the best breakfast offerings in Jozi and your kind words will encourage our TEAM to consistently prepare delicious food.

We are genuinely thrilled to have made your visit to Africa so memorable that ten months later you give us such a detailed review.

Many thanks and we look forward to your next visit.

Kind Regards
Gabrielle Abrahams
General Manager
Protea Hotel Fire & Ice! Melrose Arch
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Buenos Aires, Argentina
Top Contributor
373 reviews 373 reviews
86 hotel reviews
Reviews in 128 cities Reviews in 128 cities
238 helpful votes 238 helpful votes
5 of 5 stars Reviewed January 10, 2013

Melrose Arch its simply a great area and this hotel is simply fantastic. First of all, the staff is extremely friendly and always willing to help. They never are in a bad mood and try to be as efficient as they can. Second, the rooms are very modern and the design is very interesting. Although the fact that you have the shower next to the bed is something not very popular I still like it.

Another great feature is the Milkshake bar in the 1st floor. It's just simply amazing. Choices and staff there are superb. It also has a new renovation in the ground floor with a new library and a whisky bar. Very nice.

Room Tip: Avoid pool side view cause sometimes at night it gets noisy cause of the outside bar.
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  • Stayed January 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ProteaHotels, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, January 14, 2013
Dear RMartinSDXB

This is certainly a fantastic review! Thank you very much for commenting on your recent stay with us.

Our TEAM loves to engage with GUESTS and are motivated to provide the best GUEST service. Your comments echo this attitude and the TEAM really appreciates it when their efforts are noticed.

As you mentioned, the milkshake bar is one of the highlights at our hotel, and to hear about your enjoyment is incredible. As part of The Lobby Lounge, we have equipped it with amazing new Apple Macs and we are always excited to create many new talking points to enhance our GUESTS’ enjoyment.

Your experience with us is a true reflection of what we stand for, a special brand of hospitality!

It was great having you with us and we look forward to your next visit.

Kind Regards
Gabrielle Abrahams
General Manager
Protea Hotel Fire & Ice! Melrose Arch
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mechanicsville, Virginia
Senior Reviewer
10 reviews 10 reviews
5 hotel reviews
Reviews in 7 cities Reviews in 7 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed January 9, 2013

New, very clean, well run hotel and secrure hotel in a very posh section of Johannesburg. Staff is exceptionally professional and courteous. Services ( front desk, maids, laundry, internet, room service, belhops) very well done. The Melrose Arch area in a mixed use retail,- restaurant - hotel development north of downtown Joburg. Off street parking, While the restaurant in the hotel is excellent ( great breakfasts), there are a number of nearby restaurants for variety if your stay is extended in length. Each access to the motorway.

Room Tip: There is no scenic view, so al lthe rooms are good.
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  • Stayed July 2012, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ProteaHotels, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, January 11, 2013
Dear Jim Z

Receiving feedback that we have provided an exceptional experience for our GUEST’s is certainly what we like to hear!

Protea Hotels prides itself in delivering the best GUEST service and strives to get the basics right consistently and judging by your experience with us, we have surpassed your expectations.

The hotel is situated in the trendy Melrose Arch Precinct, which boasts easy and safe access to a variety of retail shops, gourmet restaurants & leisure amenities. We hope that you had a chance to experience this unique city within a city during your visit.

Our restaurant TEAM will appreciate your fantastic comments regarding the great food and good breakfast. The TEAM takes pride in doing a good job and without a doubt; your compliments will elevate and encourage the STAFF morale.

Thank you for the amazing review! It was a pleasure having you stay with us and we look forward to hosting you again.

Kind Regards
Gabrielle Abrahams
General Manager
Protea Hotel Fire & Ice! Melrose Arch
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London
Top Contributor
50 reviews 50 reviews
15 hotel reviews
Reviews in 18 cities Reviews in 18 cities
35 helpful votes 35 helpful votes
4 of 5 stars Reviewed January 8, 2013

Very contemporary hotel situated in the Melrose shopping complex - more quirky than the nearby, and excellent, Melrose Arch. Smart rooms with a high level of design, with baths in the room. Try the milk shake bar! Most enjoyable.

  • Stayed September 2012, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ProteaHotels, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, January 10, 2013
Dear LondonMariner

A visit to the Fire & Ice! often means getting to see something unexpected and it’s great to hear that you had an interesting time with us!

The high level design of the hotel is accentuated by modern nuances and it is clear that we have met your expectations as it is a concept which is often talked about.

As for our milkshakes, they are legendary and there is nothing more gratifying than receiving your positive comments. Upon your next visit, feel free to try one of our “naughty” alcoholic milkshakes!

We enjoyed having you with us and we cannot wait to welcome you back.

Kind Regards
Gabrielle Abrahams
General Manager
Protea Hotel Fire & Ice! Melrose Arch
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Reading, United Kingdom
Senior Reviewer
10 reviews 10 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed December 31, 2012

Rooms good, bathrooms take some getting used to as they are part of the main bedroom but are a feature.

Only downside was very slow service in the bar. Ended up walking out after waiting too long and it wasn't only on one occasion. It is in a very safe area with many restaurants.

  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AnchenHaupt, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, January 2, 2013
Dear VickyT195

We are pleased to hear that you had a good stay with us and even though the layout of the bathroom took some getting used to; the comfort and cleanliness of our rooms receive top priority.

It is concerning that we could not deliver on such an elementary expectation at the bar. Our TEAM is eager to continuously deliver the best GUEST service and we will be using your comment as a tool to do things better.

We hope to have another opportunity to host you again so that you can enjoy true Fire & Ice! hospitality at its best.

Wishing you a great 2013!

Kind Regards
Gabrielle Abrahams
General Manager
Protea Hotel Fire & Ice! Melrose Arch
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Protea Hotel Fire & Ice! Melrose Arch

Address: 22 Whitely Street | Melrose Arch Precinct, Johannesburg 2076, South Africa
Location: South Africa > Gauteng > Greater Johannesburg > Johannesburg
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#22 Luxury Hotel in Johannesburg
#25 Business Hotel in Johannesburg
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Protea Hotel Fire & Ice! Melrose Arch 4*
Number of rooms: 197
Official Description (provided by the hotel):
The urban, experiential and edgy Protea Hotel Fire & Ice! Melrose Arch is the hot-spot in the trendy Melrose Arch Precinct, a unique city within a city, which boasts a variety of trendy retail, gourmet restaurants & leisure amenities. This experiential hotel guarantees to spice-up any visit to Jozi and is aimed at the traveller who enjoys being amidst the energetic urban vibe of the cool city life. The hotel offers the ultimate convenience and accessibility to the M1 highway, Sandton business centre and OR Tambo International Airport. Shuttle transfers to and from the Sandton Gautrain Station are also available. Take full advantage of the innovative 24-hour internet station, to catch up on emails, social networking or perhaps a bit of work. Try our conference facilities and create an energetic ‘out-of-office’ experience that will definitely heighten the creative senses required in any boardroom or meeting situation. Old Hollywood glamour flows through to your dining experience, at the trendy in-house restaurant, which serves breakfast, lunch & dinner daily, with sumptuous cuisine in an intimate and relaxed dining environment. Return to your room, which offers an LCD television, open plan bathroom and an urban style that will take you back to a bygone era of old Hollywood glamour. And if it’s too early for bed - the Bar, which is open from 10h00 until 04h00 serves specialty cocktails and gourmet milkshakes, in an energetic and lively setting. ... more   less 
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Protea Hotel Fire And Ice! Melrose Arch

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