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Reviewed 21 January 2024 via mobile

Great friendly & helpful young team here in a new, modern hotel that is well located and offers real comfort, good facilities and a fantastic breakfast.

At first it all looked a bit trendy and we were worried that it would be all style and less substance, but the there is a real emphasis on good old fashioned quality of service here. The team is young but really do seem to care and were really great.

Location is really good - a 20 min walk to the Waterfront means that you have to explore other areas and Kloof St is round the corner and a real gem. Then of course there are the great views of Table Mountain from one side of the hotel to enjoy.

Special mention for the breakfast and the lovely fresh scones and really great eggs from the cooks. Added to the friendly young team there every morning it was a great start to every day.

The only downside is the gym. Two cardio machines is just not enough for a place the size and I was never able to complete a full workout, despite the gym not being busy at all.

Date of stay: January 2024
Trip type: Travelled on business
Thank John P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations, Marketing at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded 23 January 2024

Thank you for taking the time to share your positive experience with us. We're delighted to hear that you enjoyed the friendly and helpful service from our young team and that the hotel met your expectations in terms of comfort and facilities. It's fantastic to know that you appreciated our emphasis on good old-fashioned quality of service.

We're glad you explored the surrounding areas, and it's wonderful that you found Kloof St to be a gem. We appreciate your special mention of our breakfast, and we're thrilled that it provided a great start to your days.

Your feedback regarding the gym is valuable, and we apologize for any inconvenience. We will certainly review our fitness facilities to ensure they better meet the needs of our guests.

We look forward to welcoming you back for another enjoyable stay.

The Fire & Ice Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 January 2024

Booked a two bedroom loft, paid 1000 more than a one bedroom then charged 300 more for second person? Odd smell in the room.

Great buffet, good food and service.

Disappointing service from front desk and management.

Better options in cape Town.

Date of stay: January 2024
Trip type: Travelled with friends
1  Thank ivastudios
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations, Marketing at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded 23 January 2024

Thank you for sharing your experience with us. We apologize for any confusion regarding the room charges and any inconvenience caused by the odd smell in your room. Your feedback about the front desk and management services is duly noted, and we will address these concerns to ensure improvements.

We're glad you enjoyed our buffet, and we appreciate your positive comments on the food and service. We understand the importance of delivering a seamless experience and will use your feedback to enhance our overall services.

We appreciate your patronage and hope to have the opportunity to welcome you again in the future.

The Fire & Ice Team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 January 2024

I called the Fire & Ice Hotel in Cape Town to ask about rooms availability and price.
I was instructed by the lady on the phone - Zandile (Front Desk) - to make use Bookings.com to make the booking.
What Zandile didn't mentions is that there is more than one Fire & Ice Hotel, resulting in me getting a non-refundable booking for a hotel in Pretoria...a more than 16-hour drive away.
When I presented my booking confirmation to Zandile, she pointed out that the booking was for Pretoria and that even though the hotel is part of a 3-hotel "group", they would not be willing to honour the booking.
As such, I'm out R5 300 and still don't have a hotel room for the night.
It's worth noting that the "management" was of no assistance.
They parroted Zandile's lack of willingness to transfer the booking from Pretoria to Cape Town, yet offered to sell me a room for ONE night (not three) for over R3 000.
How is this "helping"?
I will NEVER stay in a Fire & Ice Hotel...nor a Protea Hotel...nor a Marriott Hotel EVER again, despite the fact that I travel more than 20 weeks per annum, and stay in hotels for no less than 26 weeks per annum.
I am massively disappointed!
Michael

Room tip: DO NOT follow the advice of their Customer Disservice personnel...and DO NOT expect their "management" to know how to manage problems.
Date of stay: January 2024
Trip type: Travelled solo
Thank michaelrY3385SJ
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations, Marketing at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded 8 January 2024

Dear Michael,

We regret any confusion with your recent booking and understand the frustration it caused. We appreciate your feedback and encourage double-checking details during future reservations when booking on third-party platforms. If you have further concerns, please feel free to reach out to us directly or visit our website directly.

Best regards,
Hotel management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 January 2024

This is a funky hotel but requires front desk training. I’ll start with the positives.
Large size beds, good aircon and wifi, secure onsite parking at a reasonable rate of R60, the breakfast experience is great, good service, lovely omelettes and a nice spread. Centrally located and a fantastic Client Relations Manager.
The down side.
Small rooms and small bathrooms with poor sound proofing from the corridors, so some nights were noisy with people screaming or laughing in the corridors.
I booked a special through the Marriott app, but the reception did not know about it nor did they apply the discount. Despite my protests, I was continuously brushed off. Only after raising a complaint with Marriott, did the front desk bother to look into it, and then admitted their error.
After checking out and settling my bill, my holding deposit was kept for a full week before being released. I called the hotel a few times to query, not one of the people who promised to investigate actually called me back.

Room tip: They play very load music at reception on weekends, so ask for a room on a higher level
Date of stay: December 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
1  Thank VonVintlo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations, Marketing at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded 3 January 2024

We appreciate your detailed feedback, and we're grateful for the positive aspects you highlighted, such as the large beds, efficient air conditioning, secure parking, and enjoyable breakfast experience. We're delighted you recognized our fantastic Client Relations Manager and the central location.

However, we sincerely apologize for the inconveniences you encountered. We regret that the room size, soundproofing, and the issues with the Marriott app promotion affected your experience. Your concerns about the front desk handling, billing, and communication have been noted, and we're committed to addressing and improving these aspects promptly.

We value your feedback, and we hope to have the opportunity to better serve you in the future. If there's anything more you'd like to share or discuss, please feel free to reach out to our customer service team. Thank you for bringing these matters to our attention.

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Reviewed 22 December 2023

I spent 14 days here for Business and all 14 days were comfortable. Very Modern décor. Breakfast was great. Opt for the larger room with Breakfast. Patio, gym, pool, lobby and bar area were all very relaxing. Staff was excellent and friendly. Will stay here again next time I am in town. Bed and pillows did not hurt my neck or back like some hotels.

Room tip: Breakfast was Great. Staff and service was Great. Nice gym and pool. Relaxing lobby and bar area with outdoor patio. Very New and Modern.
Date of stay: December 2023
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
Thank chanc232020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Relations, Marketing at Protea Hotel Fire & Ice! by Marriott Cape Town, responded to this reviewResponded 3 January 2024

Thank you sincerely for your outstanding 5-star review. We're delighted to learn that your 14-day business stay was consistently comfortable in our modern environment. Your appreciation for the décor, excellent breakfast, and the various amenities such as the patio, gym, pool, lobby, and bar is truly gratifying. Our staff takes pride in providing friendly and exceptional service. We look forward to welcoming you back on your next visit to town, ensuring the same high standard of comfort for your stay.

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