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“Average at best”

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Protea Hotel by Marriott Knysna Quays
Ranked #11 of 30 Hotels in Knysna
Certificate of Excellence
Port Elizabeth, South Africa
Level Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Average at best”
3 of 5 bubbles Reviewed 26 October 2013

Stayed at this hotel on honeymoon for three nights in honeymoon. It had a great location on the waterfront at Knysna. We were disappointed to find that the hotel does not serve lunch or dinner and there is no room service available. We found the breakfast at the hotel to be average at best. The pool which was heated was quiet dirty on the floor which was a bit off putting. On checking out we found the staff member to be quiet rude. We were not asked how we enjoyed or stay but simply told to 'fill this out' which was a customer review sheet. Overall I could only describe this hotel is average at best. It is a push to be a four star hotel and after staying in fantastic guesthouses and hotels through out our stay in South Africa this was well down the pecking order.

  • Stayed October 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Engynumber2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManagerKnysna, General Manager at Protea Hotel by Marriott Knysna Quays, responded to this review, 28 October 2013
Dear Engynumber2,

Thank you for taking the time to complete an online GUEST review after your recent stay at Protea Hotel Knysna Quays.

We apologise for the inconvenience which you experienced throughout your stay. It is most certainly not the standard we strive to achieve. Please be assured that your comments has been addressed in detail with the relevant management and STAFF, to rectify the shortcomings.

We would kindly like to point out that Protea Hotel Knysna Quays is contracted to four restaurants within the Knysna Quays waterfront, which gives our GUESTS the option to bill the account to their rooms. Two of the restaurants we are contacted to, offers room service for GUESTS, being the Falcon Creek Spur and JJ's restaurant.

It was our pleasure to accommodate you, and your interest and loyalty are truly invaluable to us.

Please feel free to contact me personally for any assistance you may require from our side in future.

Best regards,

Paul Fielder
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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791 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (224)
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English first
London
Level Contributor
17 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
1 of 5 bubbles Reviewed 24 October 2013

This was by far the worst hotel we had stayed in during our trip to South Africa. The rooms were small, the bathroom was basic and the breakfast in the morning can only be described as a scrum. This hotel was so full we ended up eating at the tables situated outside the restaurant entrance for breakfast, the plates got cleared very slowly, the food was not replenished quick enough and the staff attentiveness was not very good at all. Our room was located in an outside corridor with a stone floor, so throughout the night we heard cases being dragged past our bedroom door. It was not quiet. We did submit our comments to the hotel on departure, surprisingly enough, there has been no response since. I would not recommend this hotel to anyone.

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank juliah_8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManagerKnysna, General Manager at Protea Hotel by Marriott Knysna Quays, responded to this review, 28 October 2013
Dear julia_8,

I would like to thank you for taking the time to comment on Trip Advisor after your recent stay at Protea Hotel Knysna Quays.

We are extremely saddened by your feedback. As you are aware, Protea Hotel Knysna Quays prides itself in delivering the best GUEST service and strives to get the basics right consistently. Your overall experience is therefore very concerning to us.

Could you please contact us should you wish to discuss the shortcomings in more detail in order for me to investigate your comments thoroughly.

Please do not hesitate to contact me should you require any further assistance whatsoever.

Yours sincerely,

Paul Fielder
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Preston, United Kingdom
Level Contributor
254 reviews
66 hotel reviews
common_n_hotel_reviews_1bd8 131 helpful votes
5 of 5 bubbles Reviewed 18 October 2013

This is a lovely hotel, designed to look like an ocean liner and it did have that feel. Spacious, clean rooms, good bathroom, views out to the marina. Spacious public area and nice poolo area - only comment was heated pool was too warm!! More like a bath and so not really refreshing.
Breakfasts superb - huge variety of everything but special mention to the fresh fruit selection and the cooked to order pancakes. They didn't serve dinner but numerous eating places nearby so no need.
Great to walk out by the marina - lots of interesting gift and clothes shops to tempt you.

Stayed August 2013, travelled as a couple
Helpful?
Thank Youngatheart6248
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManagerKnysna, General Manager at Protea Hotel by Marriott Knysna Quays, responded to this review, 21 October 2013
Dear Youngatheart6248,

Thank you very much for taking the time to complete an online GUEST review on Trip Advisor.

We apologise for the inconvenience that was caused with regards to our heated pool's irregular temperature. The matter has been addressed with the relevant management & STAFF to ensure that it does not happen again in the future.

Without your comments we would not know what we are doing right but more importantly, what we are doing wrong!

We would also like to thank you for your kind words, as it was only a pleasure to accommodate you here at Protea Hotel Knysna Quays.

We thank you for helping us strive towards excellence!

Assuring you personalised service & attention at all times.

Kind regards,

Paul Fielder
General Manager
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Mumbai
Level Contributor
129 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
5 of 5 bubbles Reviewed 15 October 2013

Stayed at PH Knysna for 3 nights and it was great. The hotel is ideally located to simply walk to the Waterfront and enjoy an array of places to eat. The room was spacious and clean with great views of the Waterfront.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JeetFuria
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManagerKnysna, General Manager at Protea Hotel by Marriott Knysna Quays, responded to this review, 16 October 2013
Dear JeetFuria,

Thank you very much for taking the time to complete a review on TripAdvisor. Our GUESTS' perceptions of the service they receive whilst staying with Protea Hotel Knysna Quays is the only true yardstick we have for measuring whether or not we have met their expectations.

Protea Hotel Knysna Quays is ideally located in order to accommodate our GUESTS with the best view of the Knysna Lagoon and Waterfront. As you have mentioned, with the array of restaurant's, it is hard to resist.

Thank you for choosing to stay at Protea Hotel Knysna Quays and we look forward to welcoming you back again soon.

Please do not hesitate to contact me personally for any further assistance you may require in future.

Kind regards,

Paul Fielder,
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Mumbai (Bombay), India
Level Contributor
400 reviews
49 hotel reviews
common_n_hotel_reviews_1bd8 111 helpful votes
4 of 5 bubbles Reviewed 14 October 2013

My room had a wonderful view of boats on the water. The hotel was just a stone's throw from the shopping centre. Bought a lot of trinklets from the shops. Enjoyed eating fish at various places on the water front. Rooms were clean and good and spacious. Staff was very helpful if anything was needed. i enjoyed the view of the Quay.. .

  • Stayed September 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Zarin S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManagerKnysna, General Manager at Protea Hotel by Marriott Knysna Quays, responded to this review, 15 October 2013
Dear Zarin S,

Thank you for your words of appreciation on the online GUEST review that you completed during your recent stay at Protea Hotel Knysna Quays.

We are delighted to receive your compliments and we will certainly congratulate the STAFF you commended for their exemplary service.

It was our pleasure to accommodate you, and your interest and loyalty are truly invaluable to us.

Please feel free to contact me personally for any assistance you may require from our side in future. We look forward to welcoming you to Protea Hotel Knysna Quays and to hearing from you again!

Best regards,

Paul Fielder
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York
Level Contributor
276 reviews
80 hotel reviews
common_n_hotel_reviews_1bd8 241 helpful votes
3 of 5 bubbles Reviewed 11 October 2013

The location of the Protea is very nice - right on Knysna Quay.  The lobby entrance is lovely as well.  Upon checking in, our luggage was brought to our room (238) with two queen beds overlooking the pool and boats along the quay.  While this was a 5 star hotel, it certainly was not as upscale as the two that we stayed at in Hermanus and Plettenberg Bay where we were given complimentary bottles of wine and water.   The rooms were basic and the service was not attentive at breakfast. We had to wait 20 minutes before we could get someone to bring us coffee.  Breakfast in the morning was self service (other than the coffee - which didn't make sense) although you could have freshly made omelets by a very cheerful woman who manned the omelet station.

  • Stayed October 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank manhattanmom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManagerKnysna, General Manager at Protea Hotel by Marriott Knysna Quays, responded to this review, 14 October 2013
Dear manhattanmom,

Thank you for taking the time to complete an online GUEST review after your recent stay here at Protea Hotel Knysna Quays.

Your feedback is highly valued and will be used constructively to maintain and improve our standards of service and facilities. Please accept my sincere apologies for the discomfort and inconvenience that you experienced during your stay.

I confirm therefore that your comments have been followed up and remedial action has been taken to investigate the source of the unattentive & slow breakfast service. We will ensure that our GUESTS are not inconvenienced in this way again.

GUEST feedback is imperative for us to ensure that our GUESTS’ expectations are being met and exceeded. Without your comments, we would never know when we are doing right, but more importantly, when we are doing wrong!

Thank you for assisting us to strive for service excellence. We assure you that this does not reflect the proud service that we like offer towards our GUESTS.

Your interest and concern are much appreciated, and I hope to have the privilege of welcoming you to Protea Hotel Knysna Quays again soon.

Kind Regards,

Paul Fielder
General Manager
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Strand
Level Contributor
9 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 10 October 2013

This hotel was an excellent choice for a stopover. The staff was friendly and efficient. The clean, welcoming room looked out over the harbour and the Knysna Lagoon. We were sorry that we did not plan to spend 2 nights. We will definitely stay there again.

  • Stayed September 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Aleta W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManagerKnysna, General Manager at Protea Hotel by Marriott Knysna Quays, responded to this review, 14 October 2013
Dear Aleta W,

Thank you for your words of appreciation on the online GUEST review that you completed after your recent stay at Protea Hotel Knysna Quays. We are delighted to receive your compliments and we will certainly congratulate the STAFF you commended for their exemplary service.

It was our pleasure to accommodate you, and your interest and loyalty are truly invaluable to us.

Please feel free to contact me personally for any assistance you may require from our side in future.

We look forward to welcoming you to Protea Hotel Knysna Quays and to hearing from you again!

Best regards,

Paul Fielder
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Protea Hotel by Marriott Knysna Quays

Property: Protea Hotel by Marriott Knysna Quays
Address: Waterfront Drive, Knysna 6571, South Africa
Region: South Africa > Western Cape > Knysna
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#5 Business Hotel in Knysna
#11 Family Hotel in Knysna
#15 Romantic Hotel in Knysna
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Protea Hotel by Marriott Knysna Quays 3.5*
Number of rooms: 123
Official Description (provided by the hotel):
One of the best hotel locations in South Africa, the Protea Hotel by Marriott Knysna Quays enjoys a spectacular perspective of the popular coastal town of Knysna. The hotel is nestled in the heart of the Garden Route and offers you a unique GUEST experience with premium accommodation accentuated with scenic beauty and natural surrounds. Renowned as the perfect holiday destination, the Protea Hotel Knysna Quays is set on the Knysna Quays Waterfront with the lagoon at your doorstep. This stylish property is suited to both leisure and business travellers alike with sheer comfort assured. Make the most of the wide array of choice facilities at Protea Hotel Knysna Quays, including a breakfast restaurant, a heated outdoor swimming pool, free internet service, conference facilities and a wellness therapist for rejuvenating massages and aromatherapy treatments. A unique dining experience is promised for every meal with four restaurants available on the Knysna Quays Waterfront where guests can sign the meal charges to their room account and settle the charge upon departure. ... more   less 
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Also Known As:
Protea Hotel Knysna Quays

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