Protea Hotels review: Service, changes to reseravtion without communication

I would like to express my disappointment with the service I received at the Protea Hotel Mpumalanga. I booked my trip through my agency two months in advance, and the reservation was confirmed with the hotel.

However, upon my arrival at 18:00, the supervisor on duty informed me that I had been moved to another hotel because they were “currently full.”

This came as a shock, as I had not been notified of any changes to my booking. When I asked for clarification—how this happened, why I wasn’t informed, and whether the alternative accommodation met my company’s Health & Safety requirements—the supervisor simply repeated that I had been moved and that nothing could be done.

When I requested to see the hotel I was supposedly moved to, I was handed a piece of paper and told to google it. I then contacted my travel agent, who was advised by the supervisor that the booking had not been paid for, which is why I had been reassigned. The agent queried why the hotel did not process the payment, and the supervisor stated it “could not authorize.” When asked why no one reached out to me or my agent, there was no clear answer. My credit card details on file were valid and had available funds.

The attitude we received was dismissive and unhelpful, as though I had no choice but to accept the situation. As someone unfamiliar with the area, arriving late and exhausted, I was anxious about the safety and comfort of the new hotel. At no point did the hotel attempt to contact me regarding the change; I felt like just a number, not a valued guest.

My travel agency (FCM) confirmed that they too were not contacted, despite the hotel claiming they had tried. The supervisor showed no care or empathy, and her nonchalant demeanor made the experience even worse. She instructed me to step aside so she could assist other guests, making it clear that my concerns were not important.

This is by far the worst service I have ever received from the Marriott group. There was no effort to ensure my safety or comfort. The supervisor merely asked if I had a car; when I said yes, she told me I could “drive to the place.” I felt rushed, dismissed, and unacknowledged as a guest.

Additionally, the hotel I was moved to was approximately 15 minutes away, meaning I had to spend even more time driving late in the evening—something that felt unsafe and inconsiderate. There was no communication, no accountability, and the situation was handled extremely poorly.

I am deeply dissatisfied with how this matter was managed and would like this behavior addressed, given the inconvenience, lack of professionalism, and disregard for guest safety displayed during my visit.

Regards

Anela