Protea Hotels - Head Office Complaints

Upon reading that your hotel is located 200 meters from the Waterfront, I had booked two rooms for 2 nights at the Protea Fire and Ice in Cape Town through Bookings.com and another 2 rooms for 2 nights through Protea directly. Your review states that your hotel is located 200 meters from the Waterfront which is totally misleading. Upon arrival at the hotel, there was no friendly welcome whatsoever. There was no welcome drinks, or anything else to make us feel welcomed and comfortable. When booking I requested that the rooms either be inter-leading or next door to each other. I called in personally and confirmed and was assured this was not going to be an issue. Yet upon check-in, it did become and issue. The check-in clerk told me that there was a problem with my booking and that the rooms were on different floors, and unfortunately there was nothing that he could do for me. I stated that that was going to be a problem as there was no way I was going to have my children on another floor. Well, after some time, he said he was going to "make a plan" for me and move us next to the pool, both rooms next to each other. Wow, it's amazing how people can actually "make a plan" for you these days. Well, no need to stress to you just how tiny your rooms are!! For the price one pays, its quite ridiculous. No bar fridge, not enough towels, no place to hang your towels or change in private if one wanted privacy, you'd have to go into the toilet to get dressed!! Second room had one bed only? Two days later, I went down to reception to do the check in, check out and check in again and voiced my disappointment, again, was told they were "overbooked" and couldn't help. A lady by the name of Amanda overheard me and said she'd try and see what was going on. She went on to say how booked up they were and that it was too late to do anything. I questioned if all her guests had checked in already, and she said no. I suggested that if not everyone had already checked in, surely she could move things around to accommodate me? She greed and immediately found us 2 rooms next to each other on the 2nd floor. These rooms turned out to be slightly better. I also mentioned to Amanda that we'd like to have dinner at the hotel on New Years Eve. She said as far as she knew they were booked up but "she'd make a plan". On New Year's Eve, I went down to the restaurant just to make sure everything was in order for dinner. There was no reservation for my family and myself. Apparently they were booked up and got nothing from Amanda regarding my dinner reservation. I asked for the manager and he said the same. I then questioned if I should go elsewhere and was told that they were going to call Amanda. They did, and went on to say that there was only one table left and that was at the doorway. I asked for other tables and was told that all they guests knew exactly where they were sitting that night so they couldn't move us. Well we sat there, at the door-way whilst every single person that passed by bumped our table and drinks!!
Upon check out, I was asked for my credit card and informed the lady that I didn't have it on me, and I could give her another card. And as she swiped the payment, she went on to say, "well the other payment will take 3 to 4 days to clear!!" I explained that I needed that money (R25 000.00) to continue my vacation, and she cynically said: "oh well, it needs to go to accounting and today is a public holiday, so oh well..." She went on to laugh with Amanda and I felt belittled and mocked whilst other guests just stared at me, as if to say "why don't you have another R25000 just ready to be used immediately"?? AS I walked out, I could hear Amanda and the girl talk about me?? Seriously, who trains these people? Why would you go out of your way to belittle someone? And Management seems to condone this behavior the whole time??