Protea Hotels
Such poor service at the Fire & Ice

My friend, boyfriend & I stayed at the Fire & Ice hotel in Melrose Arch on Saturday evening. My friend was given two complimentary rooms at the hotel. We arrived in the afternoon on the Saturday, and by 4pm, we made our way down to the pool/bar area. it had been raining earlier, so all the cushions had been removed from the chairs. As there would eventually be seven of us enjoying drinks around the pool, we found a large lounge area. We waited over 15 minutes for a staff member to even look at us, all whilst sitting on the chairs with no cushions. When we eventually got the attention of someone, he asked us if we want cushions or a drink first... This was after waiting 15 minutes. There were several staff just hanging around chatting!

And that was the start of our evening. We only saw a waitress once more, after one of us got up & ordered at the bar. We eventually wanted to leave & move on to another restaurant, and the bill took even longer to arrive.

We found the staff sloppy and sulky and unwilling to assist. We all agreed.

What a disappointing experience from a supposedly great & well renowned hotel.

Company: Protea Hotels
Country: South Africa
City: Melrose Arch

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