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“Overcharged, misplaced reservation,no receipts, lied”

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Protea Hotel Pretoria Hatfield
Ranked #36 of 74 Hotels in Pretoria
Reviewed April 20, 2013

Stayed here the beginning of April with a friend who was teaching in the village schools. Had arrived late evening from Botswana. Had already been charged on credit card for two nights. They could not find our reservations , were fully booked and sent us to another hotel around the corner. We had to pay there for the night. Protea Hatfield found our reservations the next day which had been through Expedia. The hotel manager said due to the confusion they would give us a comp dinner and breakfast. She never relayed that to the dining room. They would not give receipts. They have overcharged us for two nights, two meals and still claim that the manager did not tell us we would have comp meals. They claimed that the one refund which was not equal to what we had been charged was what we were to receive. I am reporting this to the corporate office and putting it on for all to see on Facebook, etc. These people kept giving different quotes each time I have exchanged emails. Do not let Delta air refer you to Expedia for reservations with this hotel. We have very good results with Grosvenor Gardens Fair City in Pretoria Hatfield. I am having to deal with this from the US.

Room Tip: Do not believe these people when they say they will give you a comp dinner or meal because they misp...
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  • Stayed: April 2013, traveled with friends
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Thank MaryKD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PH-Hatfield, General Manager at Protea Hotel Pretoria Hatfield, responded to this reviewResponded April 22, 2013

Dear MaryKD

Please accept my apologies for any inconvenience caused as a result of your booking not reflecting in our system upon arrival. After follow up and investigation the following morning we managed to find the details of your booking and you were accommodated at our hotel.

We have been in contact with you via email and have given you a detailed breakdown of all charges and these have been balanced back to your credit card expense statement. Due to exchange rate fluctuations these amounts converted at today’s rate may not necessarily be the amounts you paid on the day.

As you were invoiced by Delta airlines and accommodation paid with the airline, we are unable to offer you with an invoice for the accommodation part of your stay, however I will forward you the additional expense receipts via email and be in contact with you to discuss further.

Regards
Etienne Potgieter
General Manager.

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114 - 120 of 143 reviews

Reviewed March 11, 2013

Stayed here for 3 nights on a business trip. The receptionist, bar and security staff were all very friendly and helpful which helped give the place a warm, homely feel. Check in and check out were both efficient. As others have stated, the entrance is rather hidden between an Italian restaurant on the one side and a Pizza restaurant on the other. The room was clean and sufficiently spacious with only minor issues (such as loose brackets and a rather sad looking wardrobe) letting it down. WiFi was freely available throughout the hotel. The location is right in the centre of the town with numerous (fast food) restaurants nearby. Being near to the university there are also lots of young people walking around which gives the area a relaxed feeling, even at night. The hotel bar is very small and as for the swimming pool, read 'bath tub', but both are adequate for a hotel of this size.

  • Stayed: March 2013, traveled on business
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1  Thank The-Elusive-Thnith
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PH-Hatfield, General Manager at Protea Hotel Pretoria Hatfield, responded to this reviewResponded March 14, 2013

Dear The-Elusive-Thnith

GUEST feedback is imperative for us to ensure that our GUESTS’ expectations are being met and exceeded.

Thank you for your post on TripAdvisor and please accept my sincere apology that your room had a few maintenance problems. I have discussed your review with My Management TEAM and we have implemented corrective measures to ensure that the maintenance of our rooms is monitored and repairs actioned immediately.

I hope to have the privilege of welcoming you to the Protea Hotel Hatfield again soon!

Best Regards

Etienne Potgieter
General Manager

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Reviewed February 25, 2013

An ok hotel to stay for a night. The rooms was nicely decorated and clean and the location was good. Our experience with the staff on the other wasn´t too good. When we checked in they said that they hadn't received our payment so they charged us another 940 zar even though we had prepaid our stay. When we went down again with our bank receipt, it was chaotic in the reception. It took forever for them to help us, but they figured it out eventually. But because of exchange rates etc, their mistake actually cost us money, and after all this they found some other small amount they had forgotten to charge us. Not too service minded... And the wifi didn´t work in our room.

  • Stayed: November 2012, traveled as a couple
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1  Thank Sa_Ka87
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PH-Hatfield, General Manager at Protea Hotel Pretoria Hatfield, responded to this reviewResponded February 28, 2013

Dear Sa_Ka87

Thank you for your post on TripAdvisor. All feedback is greatly valued and will be used to improve our service offering to our GUESTS.

Please accept my sincere apologies for any inconvenience caused as a result of the billing and STAFF problems.

I can confirm that your comments regarding our “confused” STAFF is seen in a very serious light and I have instructed my management to take immediate corrective action and initiate further training to rectify our short comings.

GUEST feedback is imperative for us to ensure that our GUESTS’ expectations are being met and exceeded. Without your comments, we would never know when we are doing right, but more importantly, when we are doing wrong! Thank you for assisting us to strive for service excellence.

Best Regards
Etienne Potgieter
General Manager

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Reviewed February 21, 2013

Protea Hatfield is well located to explore other areas of Tswane (Pretoria). Close to the Gautrain it is easy to travel to other parts of the city.
Being close to the University means it can be noisy if you have a room on the western side of the building, and there is plenty of fast food outlets if that is what takes your fancy. There are a few reasonable restaurants virtually next door so you don't have to travel far for a feed.
The staff were extremely helpful and friendly and easy to have a joke with.
The conference facilities (small) are probably the best in Hatfield being on the top floor.
Word of warning regarding bookings - check, double check then check again. This was our major complaint for this establishment, however I don't think the Protea Hatfield is alone in this respect.

Room Tip: Get a room on the eastern side, preferably down toward the end of the corridor.
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  • Stayed: February 2013, traveled on business
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Thank Stoz_ichi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PH-Hatfield, General Manager at Protea Hotel Pretoria Hatfield, responded to this reviewResponded February 24, 2013

Dear Stoz_ichi

Thank you for your positive and very constructive feedback posted here on TripAdvisor. All feedback is greatly appreciated and used to improve our service offering to our GUEST where possible.

I am glad to report back that our soundproofing upgrade on all our west facing rooms are nearing completion and all sound issues from the nearby Bars, restaurants, etc will hopefully be a thing of the past.

Best Regards
Etienne Potgieter
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 5, 2013

The best advise is to consider this hotel as a last resort - and I use the term resort in a very loose kind of way. Reception is noisy and the staff are confused. Remotes and baterries are not big on the agenda - hear a customer comp,ain about non operation batterries and soon found myself in the same situation. Rooms are very small and the decor is average. Noise levels are high due to the location near a number of pubs. Purely a venue of last resort!

Room Tip: Best tip is to not stay here. Service is terrible at receiption. Staff seems confused - and keeps...
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  • Stayed: February 2013, traveled on business
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Thank Sybert03
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PH-Hatfield, General Manager at Protea Hotel Pretoria Hatfield, responded to this reviewResponded February 7, 2013

Dear Sybert03

Thank you for posting your review on TripAdvisor. Please accept our sincere apologies for the inconvenience caused during your stay with us. Feedback is always valued and will be used to improve our service offering to our GUESTS.

During your request for batteries for your remote control, we experienced an emergency situation at the hotel that required the attention of all our STAFF as per our Emergency plan guidelines. As a result of this our reception failed to send you the batteries in time as requested and the reception area may have be noisier than usual as a result of my STAFF dealing with the incident. This may also have given you the impression that my STAFF were confused.

With regards to the outside noise affecting your stay, I am please to inform you that we are in the process of installing double glazed windows and this installation should be completed by the middle of February 2013.

GUEST feedback is imperative for us to ensure that our GUESTS’ expectations are being met and exceeded. Without your comments, we would never know when we are doing right, but more importantly, when we are doing wrong! Thank you for assisting us to strive for service excellence.

Etienne Potgieter
General Manager

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Reviewed December 17, 2012

I travelled to Pretoria on a weekend getaway with my sister.Getting to our destination was difficult even with the my dutiful second pilot and the navigator, as the city has numerous off ramps. Entry unto the hotel street is via 1 way rd.The hotel is not really visible, we got lost as the signage is hidden. The entrance is actually off the road. The picture on The internet is very deceiving because there is no drive through with someone dutifully waiting. What scared us the most were the dishevelled parking assists loitering the very street. Once we managed to locate their parking we breathed a sigh of relief. There we two guards manning the entryway to the parking. Parking could easily hold 60-80 cars. The receptionist was very helpful. Clean nd well decorated. Information on other proteas at hand. Rooms were standard hotel size nd decor. Bathrooms clean. We were thirsty the whole night as there is no bar in the room. The location and rooming fee are not worth the sum, as there were other options that had their own compound with the same sum.
Not sure if I would return even though the outside fiasco is not a true reflection of the interior offerings.

  • Stayed: December 2012
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Thank zodiac0908
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PH-Hatfield, General Manager at Protea Hotel Pretoria Hatfield, responded to this reviewResponded December 19, 2012

Dear Zodiac0908

Thank you for your feedback posted on TripAdvisor. All feedback is greatly valued and used constructively to improve our service offering to our GUESTS where possible.
Hatfield is one of the safer suburbs in Pretoria, due to continues CCTV monitoring by the Hatfield Community Improvement Initiative as well as constant foot and vehicle patrols by armed guards in the immediate area.
I am sorry to hear that you got lost in Pretoria trying to find our Hotel. Unfortunately due to the City by-Laws we are unable to add any further directional signage in the area to assist our GUESTS in finding our hotel. I am however in discussions with the council to try and have our additional signage approved.
I do hope that we can welcome you back to the Protea Hotel Hatfield in the near future.

Best Regards

Etienne Potgieter
General Manager

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Reviewed December 11, 2012

Stayed here for business, area busy as in a student area. Safe enough during the day - best in company after dark. Easy access to Fast rail. Best to bok a shuttle or prearranged taxi with trusted body. Hotel very clean and comfortable of high standard and staff who really try to make your visit touble free. Pool is really a plunge pools probably welcome in high season. Nice 1st floor bar and smal terrace. Restaurant not used as plenty of eating places close or good restaurant a block or two away. Breakfast included at a fair rate was good spread for an international clientele. Rooms clean with tea making nice modern bathrooms and furnishings. Noise can be a problem from the street or a square behind that has many bars operating until late - keep window closed or ask for room on quietest side. Staff can arrange trips but you do need to know what to oas they are slow on suggestions.

Room Tip: Away for square.
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  • Stayed: November 2012, traveled on business
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Thank travell_a_lot
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PH-Hatfield, General Manager at Protea Hotel Pretoria Hatfield, responded to this reviewResponded December 13, 2012

Dear Travel_a_Lot
Thank you for posting a review on TripAdvisor. Your feedback is greatly valued.

I am please to inform you that our rooms are in the process of being double glazed and this should eliminate the noise experienced from outside.

Hatfield is one of the safer suburbs in Pretoria, due to continues CCTV monitoring by the Hatfield Community Improvement Initiative as well as constant foot and vehicle patrols by armed guards in the immediate area.

Best Regards

Etienne Potgieter
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Protea Hotel Pretoria Hatfield

Address: 1141 Burnett Street, Pretoria 0083, South Africa (Formerly Protea Hotel by Marriott Pretoria Hatfield)
Phone Number:
Location: South Africa > Gauteng > Pretoria
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Restaurant Shuttle Bus service Swimming Pool Wheelchair access
Hotel Style:
Ranked #36 of 74 Hotels in Pretoria
Price Range: $66 - $110 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Protea Hotel Pretoria Hatfield 3*
Number of rooms: 119
Official Description (provided by the hotel):
Sophisticated Pretoria accommodation. Protea Hotel Hatfield is situated in the trendy and upmarket suburb of Hatfield. Ideally positioned close to tourist attractions, business centres, shopping malls, embassies and sports stadiums. What more could a business or leisure traveller ask for? It also offers easy access to a host of entertainment venues and restaurants in Pretoria, as well as the Union Buildings and University of Pretoria. The Protea Hotel Hatfield comprises 119 contemporary rooms, designed to offer fashionable yet comfortable accommodation in Hatfield. Every room offers en-suite bathrooms, air-conditioning, colour LCD televisions, Wi-Fi connectivity and secure digital safes. Bring the kids and take advantage of babysitting services and a 24-hour reception desk, or enjoy satellite TV channels and the bar facilities. As a central hotel in Pretoria, the Protea Hotel Hatfield is located within walking distance of leading attractions and landmarks in Pretoria. These include the University of Pretoria, Loftus Versveld sports stadium and the Hatfield Gautrain station, as well as bus routes and 24-hour medical centres. Enjoy easy access to all major roads and highways, as well as to O.R. Tambo Airport and the city of Johannesburg. Whatever your reason for travelling to Pretoria, you could not ask for a more perfect location for your Hatfield accommodation requirements. ... more   less 
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