Protea Hotels
Fire & Ice - Worst service I've EVER experienced!

It was my girlfriend's 21st birthday on Saturday 4th January 2013 so I made a booking for 7 at Fire & Ice - Protea Hotels for 20:00. Upon arriving, a table had not been prepared for us. 1 person ordered a beer while we decided what milkshakes we wanted. Half the shakes were eventually delivered but one was incorrect and sent back. Starting to get frustrated, I went to find a manager (Michel) and informed him of the 21st which was being ruined by poor service. Michel said he would "see to it".

We made our order and waited. There was no sign of Ongama anywhere. No-one was offered a second drink. At 21:50, our food became to come in drips and drabs. We were confused by the food placed in front of us but were told everything was correct. After deliberating we determined 4 out of 6 of the meals were incorrect. At this stage the food that first arrived was cold. I called another manager but between the 3 of them, they had no idea what was going on. At this stage, 2 hours after arriving, all our friends were starving and upset. My guests and I decided to pay for our drinks and leave. I've NEVER experienced such shocking service my entire life and doubt any of us will ever return.

Company: Protea Hotels
Country: South Africa
City: Fire & Ice

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