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“Great escape from everyday life” 5 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   |  
Hotel amenities
Ranked #27 of 72 hotels in Johannesburg
Boksburg, South Africa
2 reviews
1 helpful vote 1 helpful vote
“Great escape from everyday life”
5 of 5 stars Reviewed April 22, 2014

After reading all the reviews last week before we arrived at Protea Hotel Fire & Ice I was a little worried about what we were going to be greeted with. Well by the evening we were really confused as to what everyone was complaining about because from the moment we set foot out of our car, each and every staff member greeted us, made us feel welcome offered us water or juice. And we were ok well this is just the entrance. Our room was really clean, cleaning lady was very kind and helpful. Then it was time to use the restaurant & once again we were made to feel welcome. So we had an amazing weekend & would recommend this hotel to anyone. Maybe we are just easy to please but everything at this hotel is amazingly good. We were pleasantly surprized. Thank you Fire & Ice Melrose you are all amazing. André & Yvette Botha 18-20 April 2014

Room Tip: Just relax and enjoy
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  • Stayed April 2014, 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
    • 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.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, April 26, 2014
Dear YvetteBotha,

Thank you for your outstanding feedback on your recent stay with us; it was truly a pleasure to read.

Delivering ‘the best GUEST service’ is paramount and exactly what we are about as a brand and we are beyond thrilled that we exceeded your expectations as we pride ourselves for the ultimate GUEST satisfaction which starts from the minute you step foot into our hotel.

We are ladies and gentleman serving ladies and gentleman and thus we take pride in welcoming and treating our GUESTS with the finest service excellence throughout their entire stay. A true escape from everyday life is always needed, and when such is due The Protea Hotel Fire & Ice! Melrose Arch welcomes you with doors wide open.

GUESTS are GUESTS whether they are easy to please or not, so despite the fact we are infused Fire & Ice! Ambassadors’ delivering what we believe is the best for our valued customers. Your kind words are highly appreciated by our TEAM and therefore will be commended for.

We trust that your stay was both comfortable and enjoyable and look forward to your next getaway at our property.

Kind Regards

Gabrielle Abrahams
General Manager
Protea Hotel Fire & Ice! Melrose Arch
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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
Traveler tips help you choose the right room.   Room tips (78)
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Namur
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed April 15, 2014

Great hotel in a safe (but a bit artificial) location in Joburg.

Staff are doing all they can to help you, breakfast is wonderful and rooms are very nice (in a movies environment).

Note that shower is in the same room as the bed. I didn't mind but some people might.

Great place to stay!!!!

Stayed April 2014
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, April 17, 2014
Dear Geoffrey D,

Thank you for your fantastic review of our hotel; it was certainly a pleasure to read.

The Melrose Arch precinct is a safe and sophisticated area catering to a genre of GUESTS; it is indeed a secure environment which is highly beneficial for the general public as well as our GUESTS.

Our STAFF are forever vibrant and bursting with energy ready to assist whenever needed and I will commend our TEAM with your kind words. We are pleased that you enjoyed our breakfast as our TEAM makes every effort to guarantee the best layout is set for our GUESTS enjoyment. As for the rooms, they were uniquely designed making one feel like a star when you enter; just like your own movie set!

The thought process of the open plan shower was to create talk activity and the feel of an open space. We understand that it may not be to every GUESTS taste but it’s an element to our edgy character. Should you wish for a room with a bath facility, please feel free to secure a suite on your next stay with us.

We are elated that you had a wonderful stay and we look forward to not only meeting but exceeding your expectations on your next visit. See you soon!

Kind Regards

Gabrielle Abrahams

General Manager

Protea Hotel Fire & Ice! Melrose Arch
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Philadelphia, Pennsylvania
Top Contributor
53 reviews 53 reviews
15 hotel reviews
Reviews in 31 cities Reviews in 31 cities
18 helpful votes 18 helpful votes
2 of 5 stars Reviewed April 15, 2014

I hardly write bad reviews but my experience here was not good. The facilities are nice and well located in the city. The hotel is over crowed with employees who love playing around with each other but are not helpful to the few guests in the hotel. The worst thing I had was during breakfast when I had to ask for coffee 5 times before somebody help me. I was the only person eating at 6:30am and there were at least 9 waiters playing around with each other, laughing but none of them helped me until I got really mad and in a rude way asked for coffee. My experience at the front desk with the hotel taxis were pretty much the same. The staff needs to understand that they are at work when they are in uniform at the hotel and their job is to help guest. Horse playing, being loud laughing and playing with each other in front of guests is not a proper behavior at the workplace.

Stayed April 2014, traveled on business
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, April 20, 2014
Dear rwurbina,

Thank you for your honest review and valuable feedback, it is highly appreciated!

I am extremely disappointed to learn of your impression and to hear that your stay was anything but perfect. We are a hotel that strives for the best GUEST service at all times and sadly it seems as though we have missed the mark during your stay which is absolutely unacceptable, especially seeing as how it could have been so easily avoided. We assure you that we do not condone such behavior at our establishment, as much as we like to embrace a cheery and inviting atmosphere and a great working environment for our TEAM, it should never be at the expense of our GUESTS and that will be addressed with our TEAM members accordingly and eliminated completely.

We aim to meet and exceed expectations at the Protea Hotel Fire & Ice! Melrose Arch and it goes without saying that we find your experience with us regretful and that we were not able to provide you with wonderful service. We can only hope to change your opinion of our hotel on your next trip to Johannesburg and to showcase exactly what we are about; warm service, sincere STAFF and to create moments of magic.

These are most definitely points that we can work on and once again, my sincerest apologies for the poor experience. Please do contact me directly (gm@fireandice-ma.com) to discuss in more detail.

We hope that you will once again stay with us and I look forward to personally meeting you on your next visit.

Kind Regards

Gabrielle Abrahams

General Manager

Protea Hotel Fire & Ice! Melrose Arch
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Chapel Hill, North Carolina
Contributor
13 reviews 13 reviews
4 hotel reviews
Reviews in 8 cities Reviews in 8 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed April 14, 2014

I brought a group of 70 people to this hotel for a long weekend. Very clean rooms and excellent meeting room and restaurant staff. Internet was less than desirable and completely unavailable for a big chunk of our time. Helped arrange for group transportation to airport for some of group. Inconsistency of replenishing towels in guest rooms. Some rooms have fridges and others did not. Plaza was safe and clean with many choices for dinner and shopping.

  • Stayed March 2014, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 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.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, April 30, 2014
Dear Jennifer M,

We take the good with the bad and I would just like to thank you for taking the time to share your experience with us.

Being part of Protea Hotels we strive to give our GUESTS the best GUEST service and this principle is carried out through the entire hotel from the cleanliness of rooms and public areas, the conferencing rooms to the excellent service from our TEAM members.

Fortunately we are located within the Melrose Arch Precinct which has a great variety of restaurants, boutiques and convenience stores within a secure gated area making it appropriate and safe for all GUESTS; all of this on our doorstep!

It brings me disappointment to hear that our Wi-Fi service did not provide you with a desirable service and there is simply no excuse for it. I assure you that we will look into it and work towards making it better for our GUESTS in order to provide them with efficient internet convenience.

I would also like to apologize most sincerely for the inconsistency that you witnessed during your stay with us and that is below the standard which we aim at maintaining for each and every one of our GUESTS; it is apparent that we have failed in providing this particular service to you and your group. These details can be remedied easily with the TEAM and we are positive that with constant training and mentoring that we will be on top of our game.
We hope that we can host another one of your groups and to prove to you that we can get it right. Until then, safe travels!

Kind Regards

Gabrielle Abrahams

General Manager

Protea Hotel Fire & Ice! Melrose Arch
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Portland, Maine
Top Contributor
80 reviews 80 reviews
15 hotel reviews
Reviews in 40 cities Reviews in 40 cities
33 helpful votes 33 helpful votes
4 of 5 stars Reviewed April 14, 2014

The hotel is in a safe area of Johannesburg. As a couple, we were able to walk the area and feel safe. The rooms are very modern. We were on the sunrise side of the hotel, so binds as well as curtains were provided, so we could sleep until a normal wake up time-not too early. If you like hard beds, you'll enjoy it.

Be sure to use your bath mat when getting out of the shower. You go from the shower to glass tiles. With wet feet, that could be the recipe for a fall.

When we returned to our room, we found that both hand towels and the bath mat were not replaced. I found the maids and asked for them. Due check when you return.

Breakfast offerings were extensive. Note that if you chose to drink the bottled water, check to see whether it is still or sparkling. They also have water in a dispenser that is either lemon flavored or cucumber flavored.

  • Stayed April 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 3 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.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, April 24, 2014
Dear L H,

We cannot thank you enough for the wonderful review you posted and we are truly grateful that you have taken the time to share your experience.

Our modern yet classic hotel is situated in the Melrose Arch Precinct, known as a highly secure area and one of our key unique attractions. The room decor is inspired by ‘Old Hollywood’ glamour and equipped with the necessary amenities to cater for all of our GUESTS individual preferences.

Thank you for pointing out your concerns, we will certainly attend to the service shortfalls as it is imperative that our STAFF deliver service efficiency and ensure GUEST comfort throughout the stay.

We are thrilled that you enjoyed your stay with us and we look forward to hosting you again in the not too distant future.

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.
Denver, Colorado
Senior Contributor
26 reviews 26 reviews
6 hotel reviews
Reviews in 13 cities Reviews in 13 cities
6 helpful votes 6 helpful votes
2 of 5 stars Reviewed April 13, 2014 via mobile

Great location and amenities, but the front desk is less than helpful. We have only been here two nights and we tried to order ice twice and it never came. We ordered room service only for them to show up with a milkshake and no food over an hour after we ordered it because they were out of both entrees we ordered, but never called to ask for another option. We tried to get the travel desk to book an excursion for us, but they simply never followed up with us or the transportation we asked for. Not worth the $.

Stayed April 2014, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, April 17, 2014
Dear Melissa T,

Thank you for taking the time to provide us with feedback on your recent stay with us.

I would like to extend my sincerest apologies for the lack of service that you had experienced. We are proud of our work deliverance and high standards but we certainly have dropped the ball on this occasion of which we are truly embarrassed and apologetic for.

It is highly displeasing to hear that our TEAM were unable to address your apprehensions on contact; this is a matter of concern which is going to be addressed for improvement thereof. The TEAM takes great pride in the work they deliver and falling short on our standards is not what we are about and the difficulties in all necessary departments could’ve been dealt with in a more professional manner. We are definitely going to tackle each raised concern with the seriousness it deserves to prevent such short comings from occurring in the future.

We would love to change your opinion of our hotel and the services which we provide. Please don’t hesitate to contact me directly gm@fireandice-ma.com, should you wish to add any additional feedback on your experience with us. We look forward to hearing from you and welcoming you back.

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.
Northern Ireland
Top Contributor
159 reviews 159 reviews
86 hotel reviews
Reviews in 76 cities Reviews in 76 cities
110 helpful votes 110 helpful votes
3 of 5 stars Reviewed April 13, 2014

Hotel is ultra modern which may or may not be to your liking, however the staff were predominately horrible, poor service and generally didn't care. Everything like ordering drinks and getting the bill took forever and had to be asked for several times.
Breakfast was also disappointing - cold bacon and sausage, hard croissants, and jams from supermarket jars.
Its in a nice safe area with restaurants and shops nearby, but let down by shoddy service.

  • Stayed April 2014, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! Melrose Arch, responded to this review, April 17, 2014
Dear speedbird1984,

Thank you for taking time out to review your last stay at Protea Hotel Fire & Ice! Melrose Arch, it is highly appreciated.

Please accept my sincerest apologies for not being able to meet and exceed your expectations as promised. This is certainly not the standard that we usually strive to achieve for delivering the best GUEST service and there is absolutely no excuse for such shoddy service. I can assure you that we will take your comments into consideration and communicate this effectively within the relevant departments in order for this not to happen in again.

We would like to redeem ourselves to you and restore your faith in our product. Please could you contact me directly (gm@fireandice-ma.com) so that we can discuss this in more detail. I look forward to hearing from you!

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:
#23 Luxury Hotel in Johannesburg
#23 Business Hotel in Johannesburg
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Protea Hotel Fire & Ice! Melrose Arch 4*
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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Also Known As:
Protea Hotel Fire And Ice! Melrose Arch

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