Protea Hotel Cape Town North Wharf — Hotel in City Centre

We booked a 5-night stay in a 2-bedroom apartment unit at this hotel, mainly because we needed laundry facilities after returning from our Safari in Kruger. As a Marriott Titanium member, we trusted the Marriott brand and expected reliable service and comfort. Unfortunately, staying here was the biggest mistake of our trip.||1. Hot Water Crisis in Winter|For five nights, we did not have consistent hot water for four people. On the very first night, after just one bath, the water turned freezing cold. My daughter had to finish washing her hair in the sink, and all of us resorted to using a hair dryer just to warm our bodies. Each evening turned into a stressful “race” to see who could bathe before the hot water ran out. At best, one or two of us could take a quick shower, while the others had to wait hours. Despite repeated complaints, little was done. On one occasion, we were offered another room to shower in, but since we returned late each evening, this was impractical. The last night was the worst — only one of us managed a shower, and the rest had to use the gym showers located in the creepy basement car park. This is completely unacceptable for any hotel, let alone a Marriott brand.||2. Water Policy|Another shock was the bottled water policy. Water is not replenished automatically; you must request it daily. When we asked for 8 bottles (for 4 guests) on the second night, we were told “No” — the maximum was 4 bottles. To make matters worse, additional bottles could not even be requested by phone; we were told to physically go to the front desk. The explanation? “Although water is free, it costs the hotel money to buy it.” For a Marriott property, this excuse is both unprofessional and insulting.||3. Cleanliness Issues|On the first two nights, we noticed our feet turned black from walking barefoot in the room — a clear sign the floor had not been properly mopped. Additionally, we saw cockroaches in the lift lobby. While staff removed them promptly after we reported it, the fact that this happened at all raises questions about hygiene.||4. Positives|The only positives: the apartment was spacious, the beds were comfortable, and the F&B staff at breakfast were polite and attentive. However, the breakfast itself was mediocre at best.||Final Verdict|We were relieved to check out and return to the REAL Marriott in Johannesburg, where the hospitality, cleanliness, and standards reminded us what the Marriott brand should represent.||Would I...

This well positioned hotel is located about 20 min walk from the Waterfront. The hotel itself has a nice modern appearance, with full sized courtyard located so you don't get a "locked in by other buildings" feel. The views from the rooms are limited, but gaps can show the harbor and other landmarks like table top mountain park. Still the surrounding buildings tower over this 8 story hotel. A large courtyard, and another hotel next door, give the surroundings for this hotel spacious, you are not butting another building. The security was great, and found it easy to walk anywhere near the hotel with no security; seems safe. The front desk exceptional in helping to pick the rooms, and other concierge services - while check-in was easy. The hotel rooms look great furnished, and spacious, the restaurant in the lobby provides food during the day. the lobby itself seats about 8 people, but the open concept restaurant allows for more in the lobby area. While not many restaurants within 1 block, Marriot has a ($60 rand) shuttle. We found most taxis charged 50 Rand to Waterfront and front-desk had a cab while we exited our room. The Waterfront has many restaurants, stores, food courts, and malls/forums - some might say it's the highlight area of Cape town. Most of the tours leave from the Waterfront too. The staff is perfection from the bell staff, front desk, housekeeping, and restaurant helpers. All pools in South Africa closed due to draught, this hotel too. Refrigerators in the room helpful, and 1GB data Internet coupons can be renewed for free at front desk. These limits typical over South Africa, most hotels give 500MB a day! The breakfast buffet was great, lots of variety, fruits, and breakfast rolls, best part of eating all day. The restaurant also had a limited daytime menu, and I found their style of cooking not to my liking. The beds were comfortable, refrigerator in the room and housekeeping works hard. If you can afford it, the 2-3 bedroom penthouse rooms are worth the extra cost, and maybe the best suites from any other hotels on this side of Cape Town. Would definitely return...

This hotel was just much, much more basic than I expected from a Marriott property and other travelers' reviews. The good: Lucky at the front desk. A wonderful team member who helped resolve a transportation issue that wasn't Marriott's fault. Great staff person. Space. Our penthouse suite had three bedrooms, and room for traveling with kids. One room wasn't set up as advertised with two twins, but it worked space-wise. Clean - housekeeping did their best and it was clean. Okay: Location. Fifteen-minute brisk walk to the vibrant waterfront. Fine in the day time but take an uber at night. Was approached by people for money after dark and is pretty isolated on the route after dark. Five to ten minute walk to a great coffee shop in Waterways building. Good family friendly Italian restaurant literally just across the street (still be aware of pan handlers).

The bad: Freezing room, heat never warmed up the room and it was stormy and cold while we were there. No blankets or top sheets, just a duvet and not big enough one for one of the queen bedrooms. No laundry soap for sale or otherwise for the washer (why I booked here) so had to pay for hotel laundry service after three weeks on safari. Terrible food from the restaurant and room service. As in worst food ever had at a hotel. The burger was the only edible item. Soup that was like cold butternut squash baby food, gross. Only one ketchup apparently - as brought the bottle to the room and had to use it while they waited to take it with them when they left!! Soggy, gross, undercooked breakfast. This was included in our rate but we didn't use it after the terrible quality. Nothing for being a Gold member except "thanks for being gold" at check-in. Not sure what they would do, but underwhelming and no upgrade. If you are on a tight budget (we weren't and should have stayed someplace else ) and need space because have kids along, then it is an okay location and clean but just not much more than that. A high rise motel...