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“Disappointing hotel and service”

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African Pride Melrose Arch Hotel
Ranked #6 of 67 Hotels in Johannesburg
Certificate of Excellence
Reviewed 10 October 2017

We stayed at the African Pride Hotel September 28-29 and other than the location found it to be incredibly disappointing. The room was not clean, sheets had hairs on them, and the shower floor was gritty. Amenities were lacking, the Kleenex provided was a small travel packet. To top things off, the chest of drawers had a top part that folded outward and was loose, so when I opened a lower drawer it flung open and hit my head and tore a significant piece of skin off my forearm. When I reported the injury, the chef was sent to my room because in his distant past he had received "some" paramedic training. I cleaned and rebandaged after he left. I think we should have been offered a different room, or something. When I returned home and called Marriott, I received a letter from the manager who had the audacity to claim she had offered my husband dinner. Totally untrue. Lastly, we had ordered a car from the travel desk, but the person forgot to put it in the system. When we were ready to leave, there was no car. I would recommend that the manager be replaced.

  • Stayed: September 2017, travelled as a couple
    • Location
    • Sleep Quality
    • Service
1  Thank Pat G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
APMelroseArch, General Manager at African Pride Melrose Arch Hotel, responded to this reviewResponded 13 October 2017

Dear Pat G,

I am in receipt of your comments posted on Tripadvisor regarding your recent stay at the African Pride Melrose Arch Hotel.

Pat G, as per our previous correspondence through the Marriott.com platform we cannot apologize enough for the hurt caused by the drawers falling. As mentioned before this was definitely not intentionally. The management and TEAM contacted you on numerous occasions to offer assistance, which was declined. To ensure that you are not too badly hurt I did indeed request that our Chef who is our On-site first aider and a trained paramedic to have a look at your wound. I also insisted that we contact a medical practitioner to attend to you, which was also declined. Thereafter I sent Adrian back up just to make sure all is in order, of which it was reported that it was. You also mentioned the reason for not needing medical attention is that you purchased items for the wound personally and further attention was not required.

I cannot recall any mention of the cleanliness of the rooms nor the size of the Kleenex of which, if it was I would have immediately attended to it. Please be assured of the high standard and quality that the African Pride Melrose Arch Hotel is known for and any deviation to this will just not be accepted.

Pat G, the previous correspondence was sent in the true intent of apology and concern and it is saddening that it was not accepted. I do recall mentioning the Marriott Rewards compensation sought was not even considered as the taking care of the incident that occurred was first and foremost in our minds. It was mentioned to me that you were planning to come and I requested that this is offered to you complimentary. I was informed that this was declined by your husband. This again meant in true apology of the incident that occurred.

Thus overall t seems that the Hotel failed to meet your expectations. Again our sincerest apology and deep regret.

Tania Malan
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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38 - 42 of 742 reviews

Reviewed 30 September 2017

This is by far one of the best urban hotels I've stayed at. The mood is very inviting, and the funky decor and ambiance make you feel at home. Although it was to cold to swim, the pool was well designed. The rooms were a great size for two guests and everything was modern and current. I would absolutely come back

  • Stayed: August 2017, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Thank maxfeldman22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 September 2017

Stayed one nice because of layover in Johannesburg. One of the draws was this was located in shopping area. Well all the stores close at six so no shopping unless you arrive early. Lots of good restaurants nearby. The hotel itself was very nice. Loved layout of bathroom. Breakfast was included in my rate and was outstanding.

  • Stayed: September 2017, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank golffore2001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 September 2017

We were very skeptical when picking a hotel in Johannesburg. Many people warned us that the city isn't safe, you can't walk around after dark, you won't have a good stay, etc. Well, we had the exact opposite experience and this hotel had to do a lot with it. The hotel staff was very nice. The Melrose Arch area is an upscale location that is very safe. There are so many restaurants that are within walking distance.

  • Stayed: August 2017, travelled as a couple
    • Value
    • Location
    • Service
1  Thank Skigal08
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 September 2017

I enjoyed staying in this hotel. The hotel sets in the middle of Melrose Arch, a high end shopping area in Joburg. There are a number of restaurants and cafes within steps of the hotel. The hotel has fun details, including soaker tubs and the safe is located behind a picture of a safe. Even though Joburg does have issues with safety, I felt safe walking in the vicinity.

  • Stayed: September 2017, travelled solo
    • Value
    • Cleanliness
    • Service
Thank Melicia713
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about African Pride Melrose Arch Hotel

Address: 1 Melrose Street, Johannesburg 2196, South Africa
Region: South Africa > Gauteng > Greater Johannesburg > Johannesburg
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Romantic Hotel in Johannesburg
#6 Luxury Hotel in Johannesburg
#8 Business Hotel in Johannesburg
Price Range: RM 647 - RM 1,310 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — African Pride Melrose Arch Hotel 5*
Number of rooms: 118
Official Description (provided by the hotel):
African Pride Melrose Arch Hotel has become an international destination in its own right, attracting discerning GUESTS who take pleasure in modern elegance and sophistication. Sheer style and individuality is what redefines the travel experience when staying at Africa's first truly HIP 5-star Hotel. The luxurious African Pride Melrose Arch Hotel, Johannesburg, South Africa is situated within the exclusive urban Melrose Arch lifestyle development, a "city within a city", that offers an extensive array of shops and restaurants to be explored. So, if shopping is on the cards, you couldn't ask for a better position. The entire Melrose Arch precinct is patrolled by 24 hour Security and monitored by CCTV surveillance for peace-of-mind comfort. If you want to arrive in style, simply book a transfer in one of our luxury vehicles. Engulf yourself in the trendy precinct that is Melrose Arch, which offers GUESTS everything and more at your doorstep. Loosen your tie and make your way outside to the Pool Bar. Make use of our complimentary internet access, take off your shoes and have lunch at our unique tables that sit in shallow water; perfect for that midday cool down. Want to get out and explore? With the vast attractions that Johannesburg has to offer, why not visit the nearby Military Museum or the musical landmark of Sophia Town; both of which have played huge roles in the history of our country. With so much to do within close proximity, a visit to our own March Restaurant is a must and offers a truly sensual dining experience; where decor meets a whimsical fusion of international flavours and cooking techniques.Too early for bed? Make yourself comfortable in the leather couches of the Library Bar. Indulge in a nightcap and be kept company by a selection of great authors. ... more   less 
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Also Known As:
African Pride Melrose Arch Hotel Johannesburg
African Pride Melrose Arch Johannesburg

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