Protea Hotels
Bad Attitude after not following procedure

On the 20th of April 2013 around 9am l left a parcel for my mother who is diabetic for Dr Paul Muchena who was staying at the Melrose Arch Fire and Ice Protea Hotel. l wrote in the Hotel book my name; who was to collect the parcel. Dr Muchena went to reception in the afternoon and enquired after the parcel which he was told was not there. The member of staff did not check the book to see if a parcel had been left. The parcel was clearly labelled with his name and my name. This parcel was needed by my mother in Zimbabwe for her diabetes. If this member of staff had simply checked the parcel book for who had left a parcel for all this stress and disappointment could have been avoided instead your reception staff member K was rude; unapologetic and refused to take responsibiltity for not taking proper care and following a simple procedure, WHY HAVE A BOOK WHERE YOU WRITE THINGS IF NO ONE ACTUALLY CHECKS WHAT THE BOOK SAYS!!! Staff should not concern themselves with what the parcels are but rather whether or not the BOOK has details of the parcel being left for someone. i am not in a predicament of how l am going to get this parcel where it needs to be. Train your staff please.

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

  <     >