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“not impressed with fire & ice Tamboerskloof”

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Protea Hotel Fire & Ice! by Marriott Cape Town
Ranked #80 of 112 Hotels in Cape Town Central
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
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1  Thank Dene-Paul E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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632 - 638 of 1,032 reviews

Reviewed August 2, 2012

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
Thank AlvinZug
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HeatherPoulsen, Guest Relations Manager at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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
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Thank DestinationUnknown45
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
johancronje, General Manager at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded July 19, 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 12, 2012

The rooms at this Protea are budget but the atmosphere is pretty cool. The bar serves speciality shakes and gourmet burgers. A really fun hotel targeting twenty somethings that enjoy having a laugh when they visit the loo (themed toilets - virtual eyeroll). The smokers section is a riot, complete with a coffin to place the ashtrays. Love the lobby, reminds me of the Outer Limits as there are so many dimensions in one room. Won't recommend for a overnight stay but definitely for a night on the town.

  • Stayed: January 2012
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1  Thank AliceInWonderland_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
johancronje, General Manager at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded July 19, 2012

Dear Valued GUEST

Thank you for taking the time to post about your experience at the Protea Hotel Fire & Ice! Cape Town. We are glad you are so fond of our unique design elements throughout the hotel. We encourage you to try some of our other room types on your next trip to ensure you experience the full essence of the hotel. It is always great to hear positive feedback regarding our burgers and milkshakes, as we pride ourselves in the 31 flavours that we offer. From all of us here at Protea Hotel Fire & Ice! Cape Town, we thank you for your comments and encourage you to come try our new a la carte menu on your next trip.
Many Thanks and Kind Regards,

Johan Cronjé

General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 10, 2012

Protea Hotel FIre & Ice Hotel is a very upbeat and chic hotel with a view of Table Mountain. The staff is courteous and very accommodating. The decor in the hotel is very nice and stylish. However, the rooms are small, so if you are looking for space you may want a room to yourself. You will also need an adaptor for your laptop computer and cell phone, etc. The hotel have them but may run out depending on high occupancy from foreign travelers that may need them. Also, there was only one outlet in the whole room so if you are sharing rooms you will have to share the one adaptor and outlet. It was a tad bit inconvenient but really not a big deal. The rest of the hotel made up for it. Each morning they had a lavish breakfast buffet with different foods, fresh cut fruit, eggs to order, and wonderful pastries. Two thumbs up!! It is very close and in walking distance to "Long Street" where clubs, shops, restaurants, are located. I would definitely stay at this hotel again.

  • Stayed: March 2012, traveled with friends
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Thank OMGTraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
johancronje, General Manager at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded July 19, 2012

Dear Valued GUEST

From all of us here at the Protea Hotel Fire & Ice! Cape Town, we would like to thank you for taking the time to post your review. We highly value these reviews, as they are true reflections of our hotel, and provide us with more insight into what we can change to ensure our GUESTS have an all-round great experience. We pride ourselves in our fresh and funky menu and are glad that you enjoyed our breakfast buffet, and encourage you to try our new a la carte menu on your next trip. Looking forward to your return.
Many Thanks and Kind Regards,

Johan Cronjé

General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 6, 2012

The worst hotel experience I have ever had.

I would vaeat the review by saying that we are fortunate to have stayed in some of the best towels in the world and equally have backpacked and stayed in $5 a night beach shacks. Everywhere has a price, charm and value.

None of that applies to fire and ice however. For a hotel that s presenting itself as a four star "boutique" and pricing accordingly, it is way off the mark. So many simple things simply weren't done - clean towels, fresh toiletries daily, broken A/C, new tea/coffee samples, emptying bins.... Not complex stuff!

Even more annoying is that staff simply do not care. I mentioned on numerous occasions throughout my week stay issues and I was told by different members of staff that these would be looked into and fixed whilst we were out.... Nothing ever happened and you got the distinct impression that as long as their shift had finished and they weren't there when you returned the that was acceptable. Phone requests such as clean towels or irons where not followed up upon etc. simply appealing service whatever standard of hotel in any part of the world.

Additionally, rooms and the pool are tiny.

Positive note, the hotel does a good BBQ chicken burger....

  • Stayed: February 2012, traveled on business
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1  Thank Byrneand
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 9, 2012

Dear Valued GUEST


GUESTS' perceptions of the service they receive whilst staying with Protea Hotels is the only true yardstick we have for measuring whether or not we have met their expectations. We would, therefore, like to thank you for taking the time to write a review after your stay at Protea Hotel Fire & Ice! Cape Town. I can assure you that your comments will be used constructively to maintain and improve, where necessary, our service levels and facilities.

The inconvenience which you experienced throughout your stay is most definitely not the standard we strive to achieve. Please be assured that your comments have been addressed in detail with the relevant management and STAFF.

I can assure you, should you stay at Protea Hotel Fire & Ice! Cape Town again, that every effort will be made to ensure that you enjoy our true hospitality! Please do not hesitate to contact me personally for any assistance you may require from our side in future. It would be my pleasure to assist you with your next reservation and to ensure that you are well taken care of during your next stay with us.



Many Thanks and Kind Regards,
Johan Cronjé
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 3, 2012

We stayed at PF&I from June 15th through June 20th, 2012. We received an excellent value for our money. The hotel is hip, cool, chic and fun. It is located very conveniently within walking distance to Long Street - a main area for restaurants, shopping and bars. The standard rooms are small but well appointed (although I would have included a small mini-frig & bathrobes in the room when designed). We also had a lovely view of Table Mountain and the city from our room. We appeciated the free WiFi. The buffet breakfast (included in the price) was good and included enough choices. We ate hamburgers in the dining room for lunch one day and they were delicious. We wanted massages and they made us reservations at a spa located right next door to the hotel which was wonderful.

The main thing that makes this a good hotel choice is the staff. The cleaning crews did a great job with the rooms and were always greeted you pleasantly in the halls and common areas. The bar staff poured good drinks and actually made a good bloody mary (something that we usually don't get in other countries).

A special acknowledgement must be made to Fabien at the front desk. He is personable and should probably be a concierge rather than a front desk clerk. He suggested restaurants each night and made all of our dinner reservations. All of his suggestions were delicious. He procured taxis for us. He had the chef send us a special dessert for my birthday. He is enthusiastic and efficient and we appreciated his efforts to make our stay wonderful.

We only had two slight issues during our stay. We didn't realize that we had to completely log off of the WiFi in order to save the megabytes we used so we accidentally used up our days worth early in the morning and didn't have any left over for the afternoon. When we brought this up to the front desk and they informed us of our error, they immediately gave us another code that we could use that afternoon - problem solved. The second thing was that our shower drained very slowly. We mentioned this to the front desk upon leaving in the morning and by the time we returned back to our room that afternoon it was fixed - again, problem solved quickly and efficiently.

I would definitely return to this hotel and would recommend it to anyone who wants a small hotel with good value and good service.

  • Stayed: June 2012, traveled as a couple
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1  Thank Liz_Stelz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 9, 2012

Dear Valued GUEST


Thank you very much for your awesome review about your recent stay at Protea Hotel Fire & Ice! Cape Town.

We are delighted to hear that you enjoyed your stay with us and that the STAFF were so friendly and efficient. Your commendations of Fabian in particular are highly valued, and I wish to assure you that we have congratulated him for doing such an outstanding job!

GUEST feedback is imperative for us to ensure that we are meeting and exceeding our GUESTS’ expectations.

Your comments are therefore much appreciated, and we hope to have the privilege of welcoming you to Protea Hotel Fire & Ice! Cape Town again soon.

Many Thanks and Kind Regards,
Johan Cronjé
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 Fire & Ice! by Marriott Cape Town

Address: 64 New Church Street | Tamboerskloof, Cape Town Central 8001, South Africa (Formerly Extreme Hotel)
Phone Number:
Location: South Africa > Western Cape > Cape Town > Cape Town Central
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#29 Spa Hotel in Cape Town Central
#61 Luxury Hotel in Cape Town Central
Price Range: $121 - $250 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Protea Hotel Fire & Ice! by Marriott Cape Town 4*
Number of rooms: 201
Official Description (provided by the hotel):
From the moment you step into the lobby of this edgy Tamboerskloof, Cape Town hotel, you will be greeted by the welcoming sounds of deep house lounge beats and immersed into a world of best GUEST service known to mankind. Protea Hotel Fire & Ice! by Marriott Cape Town is ideally situated in the heart of Cape Town and a mere 5 minutes from the V&A Waterfront. Set within walking distance of tourist attractions such as the hip night life of Long Street as well as 15 minutes from Cape Town's famous beaches, Camps Bay and Clifton. Mingle with fellow GUESTS and locals at the renowned Communal Table, or enjoy our crisp glass bar, a coffee brewery by day and party ticket by night featuring signature cocktails. Our snug yet sexy rooms are modern and trendy and features all the bells and whistles needed to ensure the comfiest stay. Your cheeky bedroom, ranging from 18 m² - 23 m² (remember that saying about dynamite?) comes standard with the most comfortable king size beds and is the base from which you can explore our slick social spaces and beautiful Mother City This is Protea Hotel Fire & Ice! by Marriott Cape Town, Cape Town's Hottest Place to Chill. ... more   less 
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Also Known As:
Protea Hotel Fire And Ice! Cape Town
Protea Hotel Fire & Ice! By Marriott Cape Town South Africa
Protea Hotel Cape Town
Extreme Hotel Cape Town

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