Protea Hotels
Missing laundry items and no response from GM

I stayed at a Protea Hotel in Stellenbosch (13-01-2013 to 18-01-2013), on the fifth day of my stay i requested house keeping to do my laundry and dry cleaning, my clothes that went for a laundry service were returned and i never received the pants that went for dry cleaning. upon inquiring from the front service desk i was told on thursday (17-Jan) that my item will be delivered before 07:30 in the morning just before i check out. this never happened i was then told the laundry service guy is running late and he'l deliver at 12:30, had to wait and when i went back to the hotel at 13:00 i was told the delivery guy has not come and my pants will be couriered to me, this never happened and my email to the GM never received a response and calls to the hotel had led to transfers and holding to no end. worse i was billed for the item the hotel never returned to me.

so my theory is that since the hotel has an exclusion of liability that relates to clothing items sent for laundry/dry cleaning; their employees or suppliers are intentionally exploiting this to their gain to from us (patrons and guests) it a shame in a service industry where the business trades on peoples hopes and trust.

Company: Protea Hotels
Country: South Africa
City: Stellenbosch Techno Park

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