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“Modern and in a Safe Area”

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Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch
Ranked #10 of 66 Hotels in Johannesburg
Certificate of Excellence
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
    • Value
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Thank L H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch, responded to this reviewResponded 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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565 - 571 of 972 reviews

Reviewed April 13, 2014

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
Thank Melissa T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch, responded to this reviewResponded 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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
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Thank speedbird1984
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch, responded to this reviewResponded 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 11, 2014

This is an exceptional Hotel with superior service. The design of the rooms is amazing. There no closed cupboards with boring colours.Instead the lovely shelves are open and bright. The shower has see through features. All this makes the room look extremely large and cheerful. The swimming pool area extends naturally to the restaurant and breakfast areas. The area around the Hotel has many eateries and is relatively safe. Next to the reception counter is the manager's office. It has a see through glass panel and the sign "Do Disturb". We had a wonderful 2 nights at the Hotel in March this year.

Room Tip: Ask for a room facing the pool on the 3rd level and above.
  • Stayed: March 2014, traveled with friends
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Thank Sowaran
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch, responded to this reviewResponded April 20, 2014

Dear Sowaran,

Reading reviews such as yours really does make all of the hard work that we put into our daily operations worthwhile and for that we thank you for taking the time to write such a brilliant review of your stay with us!

Hearing that you regard our hotel as an ‘exceptional hotel with superior service’ is simply humbling and represents exactly what we want all of our GUESTS to experience. Working together as a TEAM, we work around the clock to ensure that we not only meet but exceed our GUEST’S expectations to make their stay a special one.

The pool deck is one of the hotels facilities which we take great pride in & keep well maintained so that our GUESTS are able to lay and bask in the magnificent African sun.

We are extremely lucky to be located in Melrose Arch which boasts an abundance of eateries and convenient stores in a gated community to ensure a safe environment for all our GUESTS. All this just adds to the convenience of having everything on our doorstep!

My office is cleverly situated in the reception area to ensure a more personalized service and open door policy for all our GUESTS to stop by and “disturb” whenever they desire. Do pop by on your next visit!

We look forward to opening our doors to you once again and to create many more memories.

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.
Reviewed April 9, 2014

My flight was due to arrive much earlier than the normal check in time of 2pm. Despite warning the hotel well in advance of my arrival the hotel were not prepared, the unfriendly and unapologetic receptionist told me that the only way to guarantee a room was to have booked one the night before (therefore paying for two nights)... I was sent up to the bar to wait, they then never informed me my room was available until I went and asked for the third time when the same rude receptionist told me that she had been looking for me over an hour ago to tell me my room was ready (after waiting 3 hours...). I was in their bar the whole time so goodness knows where she was looking. The rooms are clean and if you like a modern style then well furnished, but you get the impression they are more interested in a high turnover of guest rather than making sure each individuals experience is a comfortable one. Wouldn't recommend. Ever. Not a good advertisement for tourism in South Africa.

Stayed: April 2014, traveled solo
3  Thank Bob B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch, responded to this reviewResponded April 15, 2014

Dear Bob B,

Thank you for reviewing your recent stay with us, it is highly appreciated.

We are rather disappointed to hear of how we failed in catering to your needs and receiving you in an appropriate manner. The hotel does run on a high occupancy and therefore we are sometimes unable to guarantee any early check-ins, unless the room has been pre-registered or the arrival time has been communicated at an earlier stage, however be that as it may, this matter could have been easily avoided and attended to in a more courteous manner.

I can assure you that our GUESTS are our number one priority and meeting their requirements is a principle that we operate by and it is clear that we have fallen short in providing for your needs in the necessary fashion; please accept my sincerest apologies for this. There is absolutely no excuse for such tacky GUEST service and this concern will be addressed with the relevant departments and eradicated of with a great sense of urgency.

Despite all that has transpired, we appreciate the fact that there were elements of our hotel that you were able to pick up and compliment; thank you! Being a Fire & Ice! our décor is aimed at being ‘bold ‘ & ‘edgy’ whilst emanating a glamour that is different than that of traditional hotels.

We would love to be given an opportunity of restoring your faith in our brand and with that being said please feel free to contact me directly (gm@fireandice-ma.com) should you wish to discuss your experience with us in more detail.


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.
Reviewed April 9, 2014

Expected a lot from this hotel being located at Melrose arch, but was a bit disappointed n the service and the rooms. Not sure if this was a one off, we had a group meeting and clearly the arrangements were off, arrived early flights and could not check in till late afternoon.

Dinner arrangements were shoddy, no space tto cater for all guests, at times you waited for your meals for 1 hour and above.

Room Tip: not sure what advice to give here
  • Stayed: January 2014, traveled on business
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2  Thank ladeeh09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch, responded to this reviewResponded April 16, 2014

Dear ladeeh09,

Thank you so much for taking time out to review your last stay with us.

It brings me such great displeasure to read of how we were unable to meet your expectations, let alone exceed them as promised, especially seeing as though it was a situation that could have been avoided.

I apologize for the standard of service that you received or the lack thereof. I assure you that such service is not a representation of the standard norm of Protea Hotel Fire & Ice! , we as a brand aim to provide the best service to all our GUESTS and it appears as though we have failed you in this regard and for that I sincerely apologize.

Regrettably, check in time is at 2pm and early check-ins cannot always be catered to, as these depend heavily on the previous night’s occupancy, however arrangements such as pre-registrations can be put in place to ensure that a room is ready for you upon arrival, irrespective of your arrival time and unfortunately it seems as though this message was not effectively communicated with you, which most definitely was an error on our part.

Thank you for bringing these service inconveniences to our attention, I assure you that these will be looked into and rectified with the relevant departments immediately.

You patronage at our hotel is held in a high regard and we would like greatly to restore your faith in our product. Please kindly contact Miriam- our GUEST Relations Manager at guest@firendice-ma.com, we would like to hear more on your experience with us, we 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.
Reviewed April 9, 2014

As others have noted, the decor is very modern but this cuts both ways. On one hand it is unusual for a hotel and makes an interesting change from more traditional hotel rooms. The clear shower in one corner of the room leaves little privacy if that is of any concern to those sharing the room, but it certainly is hip looking and roomy. The hand washing sink next to the shower is the type that looks like a bowl sitting on a table. This fits in with the decor quite well but it is rather difficult to use without splashing water everywhere. The bed was certainly comfortable and the room was very quiet. If you have a room on the second floor, you have to approach what appears to be a blank wall with a key card slot when you exit the elevator and when the card is inserted, the wall slides open and a long hallway appears with room doors. It makes you feel like Alice in Wonderland falling down a rabbit hole. The hotel is located near many nice restaurants. This is one you have to experience if you like the offbeat.

Room Tip: If you want to experience the Alice in Wonderland aspect, ask for a room on the second floor.
  • Stayed: March 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank TNBOY
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gabrielle_Abrahams, General Manager at Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch, responded to this reviewResponded April 17, 2014

Dear TNBOY,

Thank you very much for such a detailed review after your recent visit.

The Fire & Ice! brand aims to be edgy when it comes to the décor and this is carried through the entire property thus ensuring that the ‘Old Hollywood’ glamour era comes alive for you in every space. Since we strive to keep our décor and the ambiance consistent, the clear open plan showers are yet another fabulous feature which echoes the essence of our brand being ‘bold, slick & sexy’!

We absolutely love how you describe our second floor rooms; that being a ‘Alice in wonderland falling down the rabbit hole’. It is highly appreciated and was certainly well received.
Melrose Arch Precinct is simply bustling with boutiques, cafes and restaurants for your convenience and trust that you enjoyed what was on offer.

It would be an absolute pleasure opening our doors to you again and I look forward to personally meeting you on your next stay with us. Safe travels!

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! by Marriott Johannesburg Melrose Arch

Address: 22 Whitely Street | Melrose Arch Precinct, Johannesburg 2076, South Africa
Phone Number:
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:
#10 Luxury Hotel in Johannesburg
#19 Business Hotel in Johannesburg
Price Range: $117 - $256 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch 4*
Number of rooms: 197
Official Description (provided by the hotel):
The urban, experiential and edgy Protea Hotel Fire & Ice! by Marriott Johannesburg 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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