Protea Hotels
Reception staff - poor communication

I stayed at the Protea Hotel Hatfield Manor for two days. When I checked in on 3rd November 2013, I informed the lady at reception that my account was paid by EFT already. She was not able to confirm this on her side and I suggested that we wait until the next morning and check. She did not want to do this and said that I should give her a credit card, that she will just put an amount on authorisation and when the payment made reflected she will just reverse the authorisation. When I checked out this morning, the payment reflected and when I asked for the authorisation on my card to be reversed as I was informed on checking in, only then did she tell me that they have to phone the bank to do this. I find this highly unprofesional and strange. I stay at Protea Hotels frequently and have had to agree on authorisations before, but never was I told that for a reversal the bank must be phoned and that it will take two days. Staff must be more profesional and learn to communicate adequately. I am very dissapointed in this level of service and am wondering why the service is still so primitive for a hotel group that hosts high numbers of international guests.

Company: Protea Hotels
Country: South Africa
City: Hatfield Manor

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