Stayed here using a two for one voucher on prokard gold account. Given I was getting this was my stag weekend and meant to be a massive treat! I wish I hadn't bothered as severely let down!!!
At check in was told I had been upgraded to a "suite" room and this wasn't the case. I was in the room I had paid for. I questioned this and was told I had not been upgraded and confirming with staff the next day the room I got was not an upgrade but what I paid for. massive disappointment given I had been led to believe I had been upgraded and wasn't.
Upon check in I requested a wake up call for 9:30 the next (1st) morning. Never got it and missed my breakfast with my friends who had come from Pretoria. I did however get a call at 11:00 telling me the Internet was going to be down and upon my asking why I hadn't been woken up as I had ask I was told that I had been called. Then I was told they didn't have any record of my wake up call. Really annoying to not even get a simple answer as to why I didn't get a call.
The tv was set in French so I could not even have set the tv clock for a wake up call the next morning. Upon trying to ring down for help to fix this... Reception was engaged. Then when it did ring.... No one answered.
Upon arrival into the room the first day I had been given two bottles of still water complimentary - which is standard in protea hotel group. These are resealable water bottles and filled each day usually. Upon day two - my free night - this was not provided. The empty used bottles were not removed from the room. Assume it was because I was in fact providing any revenue room for that night.
The room keys in this hotel are an utter nightmare. If you have it within meters of a mobile phone or cell phone you need to go aaaaallllllllllll the way back downstairs to get them to issue you with a new key. Highly annoying. Only once did I return to the room and not have to take the key to be remade.
Upon returning to my room on the last night - free night - the linen on the bed had holes in it. (Photis attached) This in my mind is not acceptable for a five star hotel. Upon trying to ask about it my call to reception went unanswered. I literally have no clue how that is ok but it was what was given to me.
I then went to bed and saw the chocolate on my pillow had a finger nail mark on it. So that was not very appetising and needless to say I wouldn't have eaten that for all the money in the world!!!
I was booking into their sister hotel Fire and Ice the day I was checking out of the African Pride Melrose Arch. On the day of my checking out I asked if I could have a late check out given check out was 11am and check in at the other hotel was 2pm and was told this was not possible. I was also told assisting me to the other hotel was not possible. I have problems walking and well that was just very disappointed and wish I had stayed at the Wanderers hotel where I usually stay as their beds are always spotless and a fraction of the price than this hotel, and the MD Caroline runs the most fantastic hotel with staff always going the extra mile for their guests!!!
As a five star hotel sadly they fell very short on this stay and given how special this was meant to be for me.... I would save your money and get a MUCH better experience down the road for half the price at the Wanderers. They truly know how to look after their guests unlike this place!