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“Disappointed” 3 of 5 bubbles
Review of Protea Hotel By Marriott Durban Umhlanga Ridge

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Protea Hotel By Marriott Durban Umhlanga Ridge
Ranked #13 of 18 Hotels in Umhlanga Rocks
Johannesburg, South Africa
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Disappointed”
3 of 5 bubbles Reviewed October 25, 2012

Whilst the hotel is beautiful and the allure of being so close to Gateway Shopping Centre is attractive, the staff and the welcome is disappointing. Being a frequent traveller I find that there some hotels who dont challenge themselves enough to offer customers a reason to continue to use their establishment. This is one of them. There is no Delight factor, and after a recent incident where my bags were riffled through.. this hotel is definitely not on my list of future destinations. The staff seem disconnected and in need of a brush up on their customer service skills, and their lack of enthusiam and ability to think of creative ways to appease or to delight their customers is evidence that this is a just a job and not a career. I have stayed in this hotel on more than 3 occassions this year and I am greeted with a complimentary bottle of water and half a Chomp chocolate.................. like SERIOUSLY... at the rate they offer.. it would be better if they considered personalised a little bit more classy ways of welcoming their customers.. hence this is what differentiates this from 5 star establishments.... despite the good and promising nature of their CRM - Leanka.. the chances of me staying at that hotel again is minimal..

  • Stayed October 2012, traveled on business
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Tania T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel By Marriott Durban Umhlanga Ridge, responded to this review, October 29, 2012
Dear Tania T

I appreciate the time spent to share with us your feedback on TripAdvisor and would like to apologise for your disappointing experience.

My TEAM did make inform me of your concerns regarding your personal belongings and I would like to assure you that a full investigation was carried out by our security company. I would be happy to forward you the report if you would furnish me with your email address.

Protea Hotel Umhlanga Ridge is constantly striving to not only meet GUEST expectations but to exceed them, and your concerns raised do not represent these standards. We appreciate that you have been a frequent traveller to our hotel and apologise if we have failed in making you feel part of the Protea family. Should you wish to get in touch, I would personally be available to ensure that every effort is made to ensure that you enjoy our very best care and attention during your next visit.

Kind Regards
Tina Cattaneo
General Manager
Protea Hotel Umhlanga Ridge
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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294 reviews from our community

Traveler rating
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (67)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Any
English first
1 review
4 of 5 bubbles Reviewed September 19, 2012

A very nice stay, we were attending a family wedding in June and decided to stay at the PH Umhlanga ridge. We arrived at king Shaka airport and got a completely broken car, it was raining that night and lightning and us trying to find our way to the hotel. We got lost but found our way to the hotel. The porter was kind and took our bags to Reception while we were checking in, unfortunately the hotel phoned me earlier and said that our booking had been lost. We were then lucky and reception said that we can get upgraded to an executive sweet which is bigger than loft right on top of the main entrance. The only 4 problems that one of the staff at reception were very rude and they messed up the order for dinner that night and the safe had completely smashed and hotel was to near Gateway which there was a lot of noise. Over all we had a good breakfast and housekeeping was exceptional. The beaches were lovely and the beautiful path ways of umhlanga too. I would definitely recommend this hotel and stay there again!!!

Stayed June 2012, traveled with family
Helpful?
Thank Thomas J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Colombo, Sri Lanka
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed September 7, 2012

We stayed for 6 nights.on arrival they hv upgraded our double room to a family room,it was quite big. enjoyed the food.location is very good,just cross the road you'll have the gateway mall For shopping & restaurants.

  • Stayed September 2012, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank ranilgunasekara
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel By Marriott Durban Umhlanga Ridge, responded to this review, September 11, 2012
Dear ranilgunasekara

Thank you for taking the time to give us feedback with regards to your recent stay at Protea Hotel Umhlanga Ridge. We are delighted that you enjoyed the accommodation, food and location.

We look forward to welcoming you back soon.

Kind regards

Tina Cattaneo
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mauritius
Level Contributor
13 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
3 of 5 bubbles Reviewed September 3, 2012 via mobile

We stayed for five nights in a two bedroom family room which was very spacious and had a small kitchenette including a microwave and fridge. The bathroom was large but the shower drain was blocked, causing the floor to become flooded. They came on three separate days to unblock it, but it wasn't ever fixed properly. The bathroom amenities were very nice. We only had one breakfast at the hotel and it was just the standard buffet fare, nothing special. We tried sitting outside one afternoon for cocktails but never once spotted any staff, when we went to the bar to order, there wasn't any staff there either. That said, the font desk and housekeeping staff were very efficient and pleasant. The best thing going for the hotel is its location opposite the Gateway shopping centre

Stayed August 2012, traveled on business
Helpful?
Thank choochoomu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel By Marriott Durban Umhlanga Ridge, responded to this review, September 11, 2012
Dear choochoomu

Thank you for taking the time to write a review after your stay at Protea Hotel Umhlanga Ridge. GUEST feedback is the only true yardstick we have for measuring whether or not we have met our GUESTS' expectations.

Please accept our sincere apologies with regards to the blocked shower drain and lack of food and beverage service on the deck and at the bar. I can assure you that your comments will be used constructively to maintain and improve service. Both the above issues have been given our urgent attention already.

Thank you for your support and we hope to welcome you back to the Protea Hotel Umhlanga Ridge again in future.

Kind Regards

Tina Cattaneo
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mumbai
Level Contributor
30 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
4 of 5 bubbles Reviewed August 31, 2012

Stayed for 2 days, before moving to southern sea, elingeni hotel in Durban.Rooms are very small specifically the one i stayed. The location is good..with Gateway Mall and accessibility to other parts of Durban..Lot of shops and restaurants around..which is good. I will not choose it over southern sea!

  • Stayed August 2012, traveled on business
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Travelsfun4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel By Marriott Durban Umhlanga Ridge, responded to this review, September 4, 2012
Dear Travelsfun4

Thank you for taking the time to provide us with feedback regarding your recent stay at Protea Hotel Umhlanga Ridge. We appreciate that you’ve highlighted our central location to nearby attractions such as shops and restaurants.

Please accept our sincerely apologise for the disappointment with regards to the room you stayed in. We offer 7 different room types, ranging from standard accommodation to Penthouse suites. We will be sure to allocate a higher category room type for the next time you book with us.

We look forward to welcoming you back as our GUEST at Protea Hotel Umhlanga Ridge!

Kind Regards

Tina Cattaneo
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Johannesburg, South Africa
Level Contributor
39 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
5 of 5 bubbles Reviewed August 19, 2012

Excellent, well known and trusted hotel brand. My first stay here, but not last! Ideal location, short walk from Gateway Mall. Secure Parking in the basement. The hotel is fairly new, with excellent fittings in the rooms. The decor is unique and suits the hotel and environment. The reception staff helped me to check in fast and effortlessly.

  • Stayed August 2012, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Heinrich M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel By Marriott Durban Umhlanga Ridge, responded to this review, August 23, 2012
Dear Heinrich M

Thank you for your feedback with regards to you recent visit.

We are pleased to hear that you enjoyed your stay with us “on the ridge”! The TEAM really appreciate your feedback – a special thanks for your mention regarding the fast and effortless check-in, as well as highlighting our convenient location and modern facilities.

We look forward to welcoming you back to the Protea Hotel Umhlanga Ridge in the near future!

Kind regards

Tina Cattaneo
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Johannesburg, South Africa
Level Contributor
69 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
4 of 5 bubbles Reviewed July 29, 2012

Spent a week night over the road at the Garden Court and the weekend at the Protea. We had to move rooms twice (broken TV and smokers fumes) but was fairly wel handled. Reviews about the thin walls are not overstated and you do hear Gateway's noise. Pool deck, tiny, but dramatic - unless there's wind. Good shower, good bed. And the afford is above average. On the whole, the Protea and Garden Court are fairly similar experiences...but the former has bigger rooms and the latter is quieter.

Room Tip: Book high up, and not on the wing facing Gateway.
See more room tips
  • Stayed July 2012, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank JasLev
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel By Marriott Durban Umhlanga Ridge, responded to this review, August 3, 2012
Thank you for taking the time to let us have feedback with regards to your recent stay. We value your feedback about our facilities and location.
It was a pleasure having you stay at Protea Hotel Umhlanga Ridge and we look forward to welcoming you back soon.

Kind Regards

Tina Cattaneo
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 By Marriott Durban Umhlanga Ridge

Property: Protea Hotel By Marriott Durban Umhlanga Ridge
Address: 14 Palm Boulevard | Umhlanga Ridge, Umhlanga Rocks 4319, South Africa
Phone Number:
Location: South Africa > KwaZulu-Natal > Umhlanga Rocks
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:
Ranked #13 of 18 Hotels in Umhlanga Rocks
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Protea Hotel By Marriott Durban Umhlanga Ridge 4*
Number of rooms: 205
Official Description (provided by the hotel):
Protea Hotel Umhlanga Ridge - urban tranquillity set in the hub of the Umhlanga Ridge New Town Centre. Protea Hotel Umhlanga Ridge offers the perfect base from which to explore the many holiday attractions along the Dolphin Coastline of which its rich Zulu heritage and popular game parks are but a few. The contemporary styled 205 bedrooms include 74 semi self-catering units comprising of family rooms and lofts. Protea Hotel Umhlanga Ridge offers a fresh and funky restaurant with outdoor deck, a roof-level swimming pool, bar and gym. Choose from our a la carte menu with an abundance of dishes from quick and easy snacks to the more sophisticated steaks and curries and watch the chefs prepare your meal! What’s a family holiday without fun activities and outings? The hotel is conveniently located opposite the Gateway Theatre of shopping, which boasts cinemas, Ten Pin Bowling, Go-karts, bumper cars and more. So make sure to put your fun hats on for an action packed holiday at Protea Hotel Umhlanga Ridge. We are also a short 15 minutes from King Shaka International Airport and 20 minutes from uShaka Marine World. ... more   less 
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