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“Disappointing” 1 of 5 stars
Review of Protea Hotel Fire & Ice! Cape Town

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Protea Hotel Fire & Ice! Cape Town
4.0 of 5 Hotel   |   New Church Street | Tamboerskloof, Cape Town Central 8018, South Africa (Formerly Extreme Hotel) (City Bowl)   |  
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Ranked #73 of 103 Hotels in Cape Town Central
London
Senior Reviewer
10 reviews 10 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
10 helpful votes 10 helpful votes
“Disappointing”
1 of 5 stars Reviewed August 30, 2012

Stayed here firstly for 4 nights and then for an additional night after travelling around the Cape. Was thoroughly disappointed with the level of service especially as after our visit we stayed at the sister hotel in Melrose Arch which was significantly better. Towels were not replaced on 2 occasions, no TV remote, wrongly charged for breakfast on 2 occasions, no replacement water in room on all days (was relaced every day in Melrose Arch) and staff at times seemed more intent on having a good time amongst themselves rather than cater for the needs of guests. Then to cap it all early on our final morning a guest came into our room thinking it was hers. Yes her key fitted our room although she was on the floor above. When reported this to staff nobody seemed to care at all. Would thoroughly recommend the sister hotel but would recommend people to give this hotel a wide birth. Would imagine better value hotels with better service available in cape Town.

  • Stayed August 2012, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel Fire & Ice! Cape Town, responded to this review, September 11, 2012
Dear Dick C

On behalf of the TEAM at Protea Hotel Fire & Ice! Cape Town, I would like to apologise most sincerely for your unacceptable experience.

We are extremely saddened by your feedback. As you are aware, Protea Hotels prides itself in delivering the best GUEST service and strives to get the basics right consistently. Your overall experience is therefore very concerning to us.

Thank you for taking the time to report your constructive criticism as it is absolutely necessary for us to know how our GUESTS experience our service and facilities. We value your feedback as an extremely important tool in our day to day operations, as this helps us to improve your next stay.

Many Thanks and Kind Regards,

Johan Cronjé
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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681 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (136)
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English first
Horsham, United Kingdom
Contributor
14 reviews 14 reviews
8 hotel reviews
Reviews in 12 cities Reviews in 12 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed August 24, 2012

We stayed for 2 nights and had a great time. We stayed in the loft apartments which were amazing. The only down side was the walk through the car park to the converted apartments. The food and staff were great, nothing was too much trouble. We loved the lifts that were themed and the toilets off the bar (I had to look in each one to see the individual theme!!!). In the evening the bar had a great atmosphere & I liked the cocktails they mixed on request. I didnt think the hotel was centrally located if you were walking having stayed in some closer to the harbour but it was a good starting point if you were visiting Table Mountain.

  • Stayed October 2011, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 3 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel Fire & Ice! Cape Town, responded to this review, September 3, 2012
Dear dlf30,

We thank you for taking the time to your feedback regarding your recent stay at Protea Hotel Fire & Ice! Cape Town. Your feedback is truly valuable to us and we thank you for the great compliments about our energetic vibe throughout the hotel and also for highlighting our central location to Cape Town’s attractions. When it comes to service we strive to always greet our GUESTS with a smile.

We look forward to welcoming you back again in future!

Many thanks and Kind Regards,

Johan Cronje
General Manager
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Cape Town Central, South Africa
Senior Contributor
42 reviews 42 reviews
13 hotel reviews
Reviews in 17 cities Reviews in 17 cities
16 helpful votes 16 helpful votes
4 of 5 stars Reviewed August 22, 2012

Stayed here for a weekend and quite impressed as its something "different". VERY trendy hotel decorated with ultra modern finishes. Good restaurant and bar as well.

Rooms are very small, but comfortable for a weekend. I won't recommend for an extended stay, but its perfect for a few nights. Great location, as its right on the upper end of Long Street.

Pretty much everybody in our group of > 20 said they'll recommend it to their friends coming down to CT. Each of the 6 (?) bathrooms around the bar area decorated in a different and quite candid theme - you get the urge to want to go to all of them (I won't spoil the experience for first-time guests by going into details here...but believe me, its a good laugh).

Room Tip: Ask for a room facing Table Mountain!
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  • Stayed May 2012, traveled on business
    • 4 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
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel Fire & Ice! Cape Town, responded to this review, September 3, 2012
Dear Dirk B

Thank you for taking the time to post a review of your experience at Protea Hotel Fire & Ice! Cape Town. We are thrilled to hear you and your travelling friends had such a pleasant stay. We strive to not only meet GUEST expectations but to exceed them.

We appreciate that you liked the hotel’s quirky elements which keep to our funky and fresh approach. With regards to long stays, we offer a superb Executive-Suite range of accommodation which is spacious and can sleep 2 couples comfortably – perfect for those travellers who are planning an extended stay in Cape Town.

We look forward to your return at the Protea Hotel Fire & Ice! Cape Town.

Many thanks and Kind Regards,

Johan Cronje
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Contributor
24 reviews 24 reviews
12 hotel reviews
Reviews in 12 cities Reviews in 12 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed August 13, 2012

We stayed here for 3 nights last weekend and it was an absolute pleasure. We had previously stayed here in December and it was not such a pleasant stay, so we decided to give it another try. What a nice surprise. The staff were amazing and friendly. Our room was clean and towels etc replaced daily. Unfortunately, on one evening we had the misfortune of a noisy crowd outside our door at midnight, however it was short-lived. The food in the restaurant could be of better quality as our lamb shank we ordered was dry and over-cooked.

Otherwise, it was the perfect stay and we will definitely be going back there again!

Stayed August 2012, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel Fire & Ice! Cape Town, responded to this review, August 16, 2012
Thank you very much for your review about your recent stay at Protea Hotel Fire & Ice! Cape Town. Wow, we are humbled by your feedback at it is the one true yardstick by which we can measure our facilities and services. Thank you for your compliment on our hotel TEAM and our product, we are truly lucky to have such stars working alongside us.

Your interest and loyalty is truly invaluable to us. We look forward to welcoming you back in the not too distant future.

Many Thanks and Kind Regards

Johan Cronjé
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sandton, Gauteng, South Africa
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed August 12, 2012

While the staff were professional and very keen and the food was good, the hotel loft apartments were a major dissapointment. The apartments were well furnished but absolutely no attention has been given to sound proofing with the result that you dont get any sleep. For 4 nights I had to hear some Bimbo with her high heels clip clopping up and down the tiles floor (at 11h30pm) or people moving furniture around upstairs, on top of been woken up at 4am due to a faulty alarm panel. But the cherry on top was that each time someone used the toilet or showered you would hear an avalanche of water in the plumbing system that would shock you awake. To pay almost R6k for 4 nights is a complete rip off and this is probably an excellent example of badly built warehouse conversions (probably rushed to completion for the 2010 world cup) where more attention has been paid to looks rather than build quality. The area outside the hotel can be classed a light commercial and while very central, I didnt feel comfortable walking around on my own. On the whole not a good experience and one that I wouldnt recommend.

Room Tip: Stay on 3rd floor loft apartments or dont stay there at all and make sure that the staff clearly und...
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  • Stayed August 2012, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 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.
HeatherPoulsen, Guest Relations Manager at Protea Hotel Fire & Ice! Cape Town, responded to this review, August 15, 2012
On behalf of the TEAM at Protea Hotel Fire & Ice! Cape Town, I would like to apologise most sincerely for your unacceptable experience.

We are extremely saddened by your feedback. As you are aware, Protea Hotels prides itself in delivering the best GUEST service and strives to get the basics right consistently. Your overall experience in our Executive Loft apartments is therefore very concerning to us.

Thank you for taking the time to report your constructive criticism as it is absolutely necessary for us to know how our GUESTS experience our service and facilities. We value your feedback as an extremely important tool in our day to day operations, as this helps us to improve your next stay.

We hope that we can make your next stay a pleasant and memorable one.

Many Thanks and Kind Regards,

Johan Cronjé
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Zug, Switzerland
Top Contributor
64 reviews 64 reviews
46 hotel reviews
Reviews in 49 cities Reviews in 49 cities
25 helpful votes 25 helpful votes
5 of 5 stars Reviewed August 2, 2012 via mobile

We were lucky that arriving in Cape Town the weather turned for the better, and that certainly helped make our stay even better! We were booked in the executive loft rooms that feature 2 bedrooms, a living room and a kitchenette. All very spacious and perfect for the 4 of us. The lofts are in a separate building external from the hotel which makes it a bit more difficult if you want to enjoy the pool or fitness, as there are no formal locker/changing rooms in the hotel. It is only 50 mtr door to door, but still. The reception helped by offering me a room to change in this time, but i guess they cant/wont always do that. The place is very trendy and just what we needed, restaurant is excellent and seems to be full with folks from everywhere every evening. The bar is good, internet works and the location is very central. Folks at the reception were very helpful arranging a restaurant outside of the hotel also, which is also not always the case.

Stayed July 2012, traveled with family
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel Fire & Ice! Cape Town, responded to this review, August 6, 2012
Thank you for taking the time to post your comments about your recent stay at the Protea Hotel Fire & Ice! Cape Town. It is always so great to hear from our GUESTS how fond they are of the hotel and its funky elements. We are glad that you found the hotel so trendy, and that your dining experience was excellent. We look forward to hosting you on your next stay; and with our new menu you will be able to expand your dining experience from our famous burgers to our traditional African cuisine.

From all of the TEAM here at the Protea Hotel Fire & Ice! Cape Town we would like to thank you for your feedback as this is a true reflection of the GUESTS experience.

Many Thanks and Kind Regards,

Johan Cronjé
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Johannesburg, South Africa
Contributor
14 reviews 14 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed July 16, 2012

I stayed at the Protea Fire and Ice about a week ago. The first night my daughter and I stayed in a double room. When we booked in I was told my original booking of twin-bedroom accommodation was upgraded to 'executive' accommodation because I am a Prokard member. But, the room we were given was tiny!! We could barely walk around the bed. Because I was out most of the time and we were booked into a suite the next day, it was just bearable. I stayed in a double room at the hotel before and was in a much more spacious room. The experience was improved by two vouchers for a free drink in the beautiful bar, which my children used on delicious milkshakes in the hotel bar.
The second and third night my son joined us and we stayed in a 2-bedroom suite/apartment. This accommodation is amazing, spacious, beautifully furnished with all the mod cons needed for a short city stay. However, because it is situated in a building separate from the main hotel, room service arrived cold.
The staff - as other reviewers mentioned - are very friendly and pro-active. They appear very eager to assist and are all very well-spoken.
I would definitely stay here again - I love the vibe, look and especially the location - but I would be very careful about the room I select.

  • Stayed July 2012, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 2 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.
johancronje, General Manager at Protea Hotel Fire & Ice! Cape Town, responded to this review, July 20, 2012
Dear valued GUEST

Thank you for taking the time to review your hotel experience at the Protea Hotel Fire & Ice! Cape Town. We offer a wide variety of room types within the hotel, to cater for all needs. We are glad you enjoyed your stay in our executive-suits, and the issues regarding room service have been noted as this is most definitely not up to the Protea Hotel Fire & Ice! Cape Town standards. From all the STAFF we thank you for noting our friendly and pro-active attitudes; this is what we pride ourselves in. We look forward to hosting you and your family in the future.
Many Thanks and Kind Regards,

Johan Cronjé

General Manager
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! Cape Town

Address: New Church Street | Tamboerskloof, Cape Town Central 8018, South Africa (Formerly Extreme Hotel)
Location: South Africa > Western Cape > Cape Town > Cape Town Central > City Bowl
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#18 Spa Hotel in Cape Town Central
#58 Luxury Hotel in Cape Town Central
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Protea Hotel Fire & Ice! Cape Town 4*
Number of rooms: 201
Official Description (provided by the hotel):
It's like shark cage diving, without the cage. Your next stop on the road to fun should be this extreme hotel in the heart of the Mother City. What kind of city would Cape Town be if the coolest travellers couldn't find the party from their hotel room? Protea Hotel Fire & Ice! Cape Town offers it on a silver platter from the minute you step into the lobby. That's right - the party starts here! But remember, we take everything from service levels to room standards very, very seriously, but never take life too seriously. The hotel is nestled in the heart of Cape Town's entertainment area, a stone's throw away from the best vibrant nightlife hotspots, cafes and restaurants. Don't expect a regular ol' hotel when you book here. It's like going fishing and hooking an electric eel. Think ultra-chic dining, relaxing spa days, a pool deck tan and pumping nights at the bar. ... more   less 
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Also Known As:
Protea Hotel Fire And Ice! Cape Town
Protea Hotel Fire & Ice! Cape Town South Africa
Protea Hotel Cape Town
Extreme Hotel Cape Town

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