Protea Hotel Kimberley

We stayed at Protea hotel Kimberly on 29 September in celebration of our anniversary and had such a disappointing experience. We checked in at 19:58, waited a bit and was assisted by the Guest Liaison on duty. I was told there was 2 rooms booked but I booked one through Protea vouchers. My voucher of R1000 couldn't be found on the booking system and after showing it to them it was settled and I was able to pay the remaining balance of R798. This all toolkit nearly 30 min. I was offered water and accepted the offer but was then pointed to a water dispenser that was clearly out all day with fruit that looked off in it. I then declined. Once the issue was sorted we were given our room key and pointed in the direction we needed to go. ||Once we got to the room I looked for water and realized there's no water or glasses in the room. We called down fo received asked for water and glasses to be sent to the room and was told the Duty Manager would come up to us as its supposed to be there. 20 min passes no one came. We called again and was told someone would come soon. Still nothing after a further 20 mins we were called from reception and they said they would bring it themselves, still no one came. I then called back after another 15 min passed and told them that its ridiculous they are ruining our anniversary and I would collect the water myself. I was told they didn't know housekeeping was off duty already.| I went down and asked for the water and glasses and was told that they didn't know where the Duty manager is. This was just absolutely ridiculous thay I had to beg for over an olhour for something so simple. ||To add insult to injury my husband asked the housekeeper for more toilet paper as there was only a half in when we arrived and we were given another half roll and told they still waiting for stock. ||We stay at a Protea hotel every year for our anniversary usually in Franschoek and this was the worst experience, it put a damper on the experience. ||The staff has no interest in guest service. At checkout I mentioned how bad the experience was and was told that I would receive an email but it clearly wasn't important for them to email me.||I also work in the hotel industry but will never recommend this hotel to anyone.

Stayed October 25. Disgusted with the dirty and unhygienic bathroom. Filthy shower base and tiles. Grouting needs cleaning badly i. Bath looked dirty and on further inspection discovered it was a dirty crack in the bath. , The toilet seat has chip in it, this is very unhygienic as it was brown. We had supper in hotel as drove round Kimberly and had been told it not very safe . We ordered supper in the dining room. We waited at least half an hour or longer for soup of the day and a toasted sandwich! Service slow but very polite young waiter apologised several times for the delay.|Hotel not up to basic hygiene standards so surprised it is a Marriott…?? I certainly will be avoiding Marriott hotels now.

We had a horrible experience during our stay and conferencing at Protea Hotel. The rooms are okay but there’s a stench in the bathroom. On conferencing, we were not oriented on how to use the audiovisual equipment, everything was malfunctioning throughout the day. Despite notifying the staff, no assistance was provided. Additionally, our dietary requirements, which were submitted in advance, were not catered for. The food was horrible and had a stench, and did not look appealing at all. The options are limited!! You thought it was over, Not us being handed warm cookies for our afternoon (a mix of flour butter salt and sugar) after we waited for the flour to be bought at 15h00. They threw our times off, because it was a hassle to get us hot water for tea/coffee. I wouldn’t recommend anyone to book here, especially for conferencing. They’re also overpriced but offer way less value.

On 28 September 2025, I checked in at the Big Hole Protea Hotel in Kimberley at approximately 20:00 and was allocated room 417. Upon entering, I noticed hair all over the bathroom floor. I immediately reported this to reception and, after waiting about 20 minutes, I was moved to room 403. I went out for dinner and returned after 22:00. When I attempted to take a shower, I discovered there was no hot water. I phoned reception, and the lady advised me to let the tap run. I explained that it had already been running for five minutes without any improvement. Considering the current water shortages in Kimberley, this was unacceptable. She said she would return my call, but after 15 minutes with no response, I went down to reception myself. At that point, the staff seemed unsure how to handle the situation. It was only the night shift gentleman who managed to calm things down and eventually moved me to room 404. Unfortunately, this room was also not properly cleaned. There was hair in the shower and dirt under the wash basin. This level of service is extremely disappointing for a hotel that is supposed to carry a reputable brand name. It appears the focus is more on making money than ensuring cleanliness and guest satisfaction. The manager and receptionist on duty were unhelpful and unprofessional, and I struggle to understand how they are employed in such positions. To add to the poor impression, their uniforms were untidy and worn out, and the manager’s trousers looked ill-fitting and unpresentable. As a regular guest of this hotel, I expected far better service and standards. This all happened to me atthe Big Hole Protea Hotel, Kimberley after a 9 hour trip from Cape Town. Regards,

Horrible experience of their service, always stay at protea hotels throughout the country…this one I must say in terms of service are not customer centric! No appreciation for corporate travel dynamics Not to mention a 2 hour wait for my dinner! And the reason I’m told is because there was a buffet and it was busy 🤦🏾‍♀️ No gym, so that was a let down too. Staff were friendly though…but definitely not coming back here. Great location Here 3 nights of 2 and room was not fully serviced, the location tube had water…maybe expired, not sure but definitely not what a cream should be

Buffet was bulk cooking at best. Meat was tough. Chicken pie was dry. Pudding was tasteless. Beer was nice and cold. Breakfast was awesome.

This was a work pilgrimage to the Big Hole . The hotel itself was great and the weather was permitting for one to sit outside and enjoy the weather. Safe for children. Enjoyed the food and the staff treatment was excellent.

There is room for improvement especially when coming to cleaning the rooms and refilling bathroom necessities 🤷🏽‍♀️ Otherwise it's a nice place to stay👌🏽