Hallway

Reviews of Protea Hotel by Marriott Transit O.R. Tambo Airport

4 out of 5
Protea Hotel by Marriott Transit O.R. Tambo Airport
Terminal A, O.R. Tambo International Airport, Kempton Park, Gauteng

Reviews

6.4
Rating 10 - Excellent. 60 out of 325 reviews" "
Rating 8 - Good. 104 out of 325 reviews" "
Rating 6 - Okay. 67 out of 325 reviews" "
Rating 4 - Poor. 23 out of 325 reviews" "
Rating 2 - Terrible. 71 out of 325 reviews" "

7.4/10

Cleanliness

6.4/10

Staff & service

6.2/10

Amenities

6.8/10

Property conditions & facilities

Reviews

2/10 Terrible

Mary, Austin

Travelled with group
Disliked: Staff & service, amenities, property conditions & facilities
IT'S PERMANENTLY CLOSED!!! i WANT A LETTER OF APOLOGY
Stayed 1 night in Oct 2021

2/10 Terrible

Nosogood, Bangkok

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Dirty room with dirty shoes footsteps on the floor. A/C can't turn off - noisy. The reason I don't give it complete fail decor is not bad. Cleaning lady woke me up even though I had do not disturb sign on the door. Front desk not friendly
Stayed 1 night in Mar 2020
Response from Jeanny on 6 Apr 2020
Good Day Thank you for your review we appreciate the feedback, please note that housekeeping management has been alerted, and these issues have been address accordingly.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The guest service was excellent at this very difficult time for travellers. A fantastic team on the front desk
Stayed 1 night in Mar 2020
Response from Jeanny on 6 Apr 2020
Good Day Thank you for your response, we appreciate your feedback and a glad that you found the team to be fantastic.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean and cozy
Stayed 1 night in Mar 2020
Response from Tshepo on 18 Mar 2020
Good Day. Thank you for choosing to stay with us, we are glad that you found the room to be clean and cozy. We look foward to welcoming you again during your next stopover.

8/10 Good

Verified traveller

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room #307 his year was smaller than we experienced previously. Staying only for one night did not adversely affect us, but just a observational comment!
Stayed 1 night in Mar 2020
Response from Jeanny on 13 Mar 2020
Good Day Anonymous Thank you for your reveiw, what is you have noted is correct, our rooms are not all the same size, depending on the location of the room in the hotel. We thank you for staying with us once again. hope you stay with us in the near future.

2/10 Terrible

Verified traveller

Stayed 1 night in Mar 2020
Response from Jeanny on 10 Mar 2020
Good day Thank you for choosing to stay with us, we trust you had a good stoppover.

6/10 Okay

Oswaldo

Travelled with family
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Feb 2020
Response from Jeanny on 20 Feb 2020
Good Day Oswaldo Thank you for staying iwth us, we do hope you will stay with us in the near future

2/10 Terrible

Nola

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Had to pay additional R15. Tourism levy. No restaurant so i could have Dinner or breakfast.
Stayed 1 night in Jan 2020
Response from Jeanny on 13 Feb 2020
Good Day Nola Thank you for you review and for choosing to stay with us, please note that it is mandatory for all accommodation providers to charge a levy on accommodation. The hotel doesn't have a F&B facilities, however they have arrangements with a restaurant in the duty free mall.

2/10 Terrible

Verified traveller

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The worst experience ever. The access to hotel was closed yesterday evening when we arrived tired from our flight from Europe. We had to book another hotel on site. We couldn't get in that Protea. With the most arrogant feedback I ever got, they are now telling us that it was OUR no show. They are located inside OR Tambo Airport in Johannesburg. Their Security denied us access yesterday evening. A place to be avoided be it for its situation but mostly for the unkindness and arrogance of its Management
Stayed 1 night in Jan 2020
Response from Jeanny on 13 Feb 2020
Good Day Thank you for your feedback, I apologize that you had such an experience with us, all you concerns I have noted and will escalate to the relevant party.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2020
Response from Jeanny on 13 Feb 2020
Good Day Thank you for staying with us, we do hope you had a good stay, and that you will stay with us in the near future.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2020
Response from Jeanny on 13 Feb 2020
Thank you for choosing to stay with us We do hope you enjoyed your stay with us. Loooking forward to welcoming you in the next stay.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Stayed 1 night in Jan 2020
Response from Jeanny on 23 Jan 2020
Good Day Thank you for taking the time to review the hotel, we do hope you stay with us in the near future.

4/10 Poor

Verified traveller

Liked: Staff & service
Disliked: Amenities
Obviously location is useful as it is a transit hotel within OR Tambo Airport Jo-Burg. It is barely sign-posted and if you're approaching from the Domestic Terminal you'll struggle to find the hotel, let alone check in. It works ok if you come into the International Terminal and go through International Transfers. I had to phone twice and describe where I was for someone to fetch me. No food available at all in the hotel and shower didn't drain. Nice reception staff though.
Stayed 1 night in Jan 2020
Response from Jeanny on 15 Jan 2020
Good Day Thank you for providing us with your feedback,, We are glad you fond our reception staff to be Nice, we have escalated your concerns regarding signs and maintenance in your room. we apologize for all inconvenience caused.

6/10 Okay

EVODIE

Travelled with family
Liked: Cleanliness, staff & service
MY EXPERIENCE IN PROTEA OR TAMBO
I was very tired and the room was so far by walking-- Also , There is no restaurant inside the hotel , so i spent the an hungry night... somr times when we're tired we can't walk after installing to the room and go down to the near restaurant in the airport. It gonna be better to provide one minimal restautant inside the hotel. Over this, we always like to stay in protea chain hotels...This idea to have one in transit area is one the best idea ever...
Stayed 1 night in Dec 2019
Response from Jeanny on 6 Jan 2020
Good Day Thank you for your feedback, thank you for all your comments, we have escalated your concern to the relevant Manager.

10/10 Excellent

L

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2019
Response from Jeanny on 6 Jan 2020
No comment needed

8/10 Good

Jens

Business traveller
Stayed 1 night in Dec 2019
Response from Jeanny on 12 Dec 2019
no response needed

6/10 Okay

Verified traveller

No Show because of elusive reception desk
To be honest we can't rate this Hotel as we did not stay at this Hotel because we did not find sing in the transit area to guide us to reception.We collected our luggage and moved through to transit and before we knew it we were out of transit and in the general public area with no way of returning to transit area. We ended booking a night at an adjacent Protea/ Marriot Hotel at our cost. I would suggest some additional signage is installed in the luggage collection area to guide guests to the reception
Stayed 1 night in Dec 2019
Response from Jeanny on 9 Dec 2019
Good Day Thank you so much for providing us with your feedback, We have noted your concerns regarding signage within the airport, and this has been elevated to our Marketing and Senior Management.

10/10 Excellent

Verified traveller

Stayed 1 night in Nov 2019
Response from Jeanny on 5 Dec 2019
No review sent , response needed

2/10 Terrible

David

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
This is transit hotel. U can access it only after checkin. I do not understand why hotels.com failed to state it clearly. The hotel is one night stay for a reason. No food bad air condition disgrace to the good name of Marriot hotels.
Stayed 1 night in Nov 2019
Response from Jeanny on 4 Dec 2019
Good Day David Thank you for your review, kindly note that your concerns regarding information on hotels.com and the maintenance have been escalated to senior management.

6/10 Okay

Verified traveller

Business traveller, Travelled with partner
Liked: Cleanliness
I didn't like they put only one bottle of water in the room and they have only basic toiletries.
Stayed 1 night in Nov 2019
Response from Jeanny on 26 Nov 2019
Good Day Thank you for your review, we have made a note regarding the bottle of water and toiletries.

2/10 Terrible

Ben

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
cannot fairly rate if I was not even allowed in
The fact the I could not enter was not properly communicated. Consequently I have been left stranded without access to a hotel I have booked and paid. I was told in the morning I can arrange for a refund but upon phoning I was told nothing can be done about it. I do want my full refund though and better care should be taken to inform users that the hotel will be inaccessible. With that said... even though I did have a layover, it was local flight, then international, therefor I never even had the option of entering. Not right
Stayed 1 night in Nov 2019
Response from Jeanny on 26 Nov 2019
Good Day Ben Thank your for your feedback, we do apologize for all the incovenience caused due to the location of the hotel not being clear. Please note we have escalated your concern to senior management

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very convenient for transit. There is a airline checkin counter almost right next to it. Basically you get off your first flight, show your passport to airport staff once, go to the hotel. For your next flight you can walk one minute to get boarding pass if needed. Then one security check- short line bc this is all inside international transfer. You can decide to check your bag there too. Very convenient. Well worth the money. 150usd is not cheap but not outrageous especially given marriot quality.
Stayed 1 night in Nov 2019
Response from Jeanny on 19 Nov 2019
Good Day. Thank you so for your valuable feedback, we do hope you stay with us in your next travels.

6/10 Okay

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Please just upgrade the wifi system..
Stayed 1 night in Nov 2019
Response from Jeanny on 19 Nov 2019
Good Day Thank you for your feedback, please note that I have escalaed the wifi concern to senior management.

2/10 Terrible

Andrew

Business traveller
Liked: Cleanliness, room comfort
Disliked: Staff & service, property conditions & facilities
Avoid if possible.
The hotel has no food service. The advertised "free wifi" is free for about 15 minutes. Then you have to pay or argue with the staff to convince them to give you a new voucher, and that will last only another 15 to 20 minutes. The curtains cover windows that show only a wall about a meter away. Never even think of using this hotel if you plan to leave the international travel area of Tambo for any reason. This should be made clear in their advertising and website, but isn't.
Stayed 1 night in Nov 2019
Response from Jeanny on 19 Nov 2019
Good Day Andrew Thank you for your feedback, we regret that you found the hotel unsatisfactory. Please note that I have escalated wifi issue to senior management and that has been resolved , as wifi is free at the hotel.

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The fact that it is within the airport makes it very safe.
Stayed 1 night in Nov 2019
Response from Jeanny on 11 Nov 2019
Good Day Thnak you for valuable feedback, we hope you stay with us in the near future once again.

8/10 Good

Verified traveller

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I didn't like that there was no option for an hourly rate.
Stayed 1 night in Nov 2019
Response from Jeanny on 11 Nov 2019
Good Day Thank you for much for your feedback, your concern has been escalated to senior management.

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2019
Response from Jeanny on 11 Nov 2019
Thank you for your valuable feedback!

4/10 Poor

JANE

Business traveller
Disliked: Cleanliness, staff & service
No Wifi
Was advised when I checked in that the wifi was down but the technicians were working on it and it would be up before COB. Needing to do some work I had to go into the airport 3 times to send emails. Was repeatedly told throughout the evening that the technicians were working on it. The wifi was still not up the following morning. No wifi for an International transit hotel, for me, is a big inconvenience. I must also mention the bathroom benchtop . . . it could do with a good scrub and sanitise.
Stayed 1 night in Oct 2019
Response from Jeanny on 11 Nov 2019
Good Day Jane Thank you for your feedback,we regret that you the Wifi have issues during your stay, please note that it has since been rectified. The housekeeping concerns have also bee escalated to the relevant departmental head.

2/10 Terrible

Samkele

Disliked: Staff & service
Stayed 1 night in Oct 2019

8/10 Good

Da

Stayed 1 night in Oct 2019

2/10 Terrible

Verified traveller

Travelled with group
Disliked: Staff & service
I booked two clients 12 OCT when I realised they could not check bags right through It was NOT made clear at booking stage that they could not take luggage to hotel. I contacted the hotel they answered once to say maybe they could help and move to their sister property outside airport, I sent back several messages also called to hotel from Australia and NO answer, This booking was lost. I had to pay for a new hotel.
Stayed 1 night in Oct 2019
Response from Jeanny on 26 Nov 2019
Good Day Thank you for your feedback . We apologize for the lack of feedback received from our end on all the times to attempted to reach us, this is not our standard and we have escalated the matter to senior management. we

8/10 Good

Eloisa

Liked: Cleanliness, room comfort
Disliked: Staff & service
Stayed 1 night in Oct 2019
Response from Jeanny on 11 Oct 2019
Thank you for staying with us. we do hope to see you again in your next travel.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was lovely sleeping in a king bed after so many side by side singles!
Stayed 1 night in Sep 2019
Response from Jeanny on 11 Oct 2019
Good Day Thank you for your feedback, we are glad that you enjoyed sleeping on comfortable our beds, we look forward to seeing you soon

8/10 Good

Verified traveller

Stayed 1 night in Sep 2019
Response from Jeanny on 23 Sept 2019
No review received

2/10 Terrible

Adriaan, Port Elizabeth

Disliked: Staff & service
Arrived at 21h15 from Singapore and taken to Protea Hotel, only to find that it was not the right hotel. I was booked into the hotel at the airport, but WHERE at the aiport? It did not see any signs of the hotel inside and outside to give me an indication of where it is. I asked several people in all sorts of positions where it was, and I was amazed that most people dont know it existed. At about 23h00 a security gaurd told me it is at the airside, but by now I discovered that since I had already gone through immigation and I was on the land side now, I needed a valid gate pass to enter the airside again! So, how do I do that after just completing the flight I had a gatepass for?!! In the mean time my roaming service did not kick in yet, so I could not contact the hotel. I tried getting access through wifi which did not succeed also.Eventually I simply started looking for a different hotel, and a security person got me in touch with a hotel with a shuttle service. On my way there I finally got connected to a roaming telco service and I found an email simply saying the hotel is airside and I should not ho through immigration. Thank you very much Protea Hotels! I would imagine that a large hotel chain would foresee problems like this and try other means of communication like useing a text or tried calling since my mobile number was known to them. On top of everything my booking was non refundable! So I get charged for one night accommodation and all I got is a single e-mail.
Stayed 1 night in Sep 2019

6/10 Okay

Verified traveller

Stayed 1 night in Sep 2019
Response from Jeanny on 23 Sept 2019
No review received

8/10 Good

Louise, Chicago

Business traveller
Liked: Cleanliness, staff & service, amenities
Great location, clean, very comfortable bed and very quiet.
Stayed 1 night in Sep 2019
Response from Jeanny on 23 Sept 2019
Good Day Louise, I'm glad you found the hotel to be clean, and the bed comfortable , we look forward to having you stay with us in the near future.

6/10 Okay

Verified traveller

Business traveller
Liked: Cleanliness
The plugs in my room didn’t work. But staff were very responsive in moving me to a new room
Stayed 1 night in Sep 2019
Response from Jeanny on 23 Sept 2019
Good Day , Thank you for taking the time to review the hotel, we regret that the plugs in your room didn't work , however we are glad you were moved and enjoyed your stay with us.

4/10 Poor

Verified traveller

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
Noisy, hard to get to the shops and restaurants, slow staff. How airport hotel can be without a clock in the room? Or toothbrushes, slippers and robes. Very long corridor to get to the room 355 - a couple hundred meters hike. For the prices they are charging, a very overpriced hotel
Stayed 1 night in Sep 2019
Response from Jeanny on 11 Oct 2019
Good Day Thank you for all the valuable feedback provided, we apologize that you found it to be noisy, and hard to get to the shops & restaurants. I have escalated your concerns to all the relevant departments to address. please note that all Guest Suppliers like toothbrushes and slippers are available at the hotel upon request.

2/10 Terrible

Verified traveller

Didn't enter. Mixed up address. Ended in wrong hotel
Stayed 1 night in Aug 2019

10/10 Excellent

Verified traveller

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service
Very comfortable sleeping arrangements. Very nice room. Clean and we’ll appointed. Would have been nice to have a small refrigerator and microwave but not that big a deal since this is a transient stop-over hotel. Little difficult getting food. Had to go through security to get into the international terminal to find a restaurant.
Stayed 1 night in Aug 2019
Response from Jeanny on 4 Sept 2019
Good Day Thank you for taking the time to review the hotel, we are glad you found our rooms very nice and comfortable. we have noted your concern regarding security and have escalated to the relevant party. we trust to see you in your next travel

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Helpful staff. Chearful and well articlate in their duties.
Stayed 1 night in Aug 2019
Response from Jeanny on 27 Aug 2019
Good Day , Thank you for your feedback, We are glad that you had a good experience at the hotel and found our staff to be helpful, cheerful and well articulated.

10/10 Excellent

Verified traveller

Stayed 1 night in Aug 2019
Response from Jeanny on 21 Aug 2019
Thank you

6/10 Okay

Gary Dalton

Stayed 1 night in Aug 2019
Response from Jeanny on 16 Aug 2019
No reponse needed

2/10 Terrible

Marichen

Disinformation station
We had booked 2 nights at the Protea OR Tambo transit hotel, not realising that it was only meant for international passengers with a connecting flight. This crucial info wasn’t made clear on the website and therefore we realised too late that we couldn’t make use of it (after a 14 hour flight) When we phoned to try and transfer the booking to the Protea Hotel outside OR Tambo airport, it couldn’t be done. We had to rebook at our own cost and were very upset and inconvenienced by the whole ordeal. What made it worse was that the airport staff informed us that MANY passengers had had the same experience before. I would really appreciate it if our booking cost could be held in credit in our account for the future, because I really feel that the lack of clearly visible information lead to this unfortunate incident.
Stayed 1 night in Jul 2019

10/10 Excellent

Verified traveller

Stayed 1 night in Jul 2019
Response from Jeanny on 16 Aug 2019
No respond needed

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I never made it to the hotel due to visa problems causing a change of flight. Therefore, I requested a cancellation and reimbursement but never even received an answer :(
Stayed 1 night in Jul 2019

6/10 Okay

Verified traveller

Travelled with family
Liked: Staff & service
Disliked: Cleanliness
Hotel is located in transit part of airport so great if you have a long layover or overnight connection.
Stayed 1 night in Jul 2019
Response from Jeanny Nyembe on 16 Aug 2019
Dear Anonymous , thank you for your feedback, and I'm glad you thought the hotel was great! Looking forward to having you stay with us in you next travel.

10/10 Excellent

lukinda LM

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall great services. The hotel was a little far from terminal but worth it.
Stayed 1 night in Jul 2019
Response from Jeanny Nyembe on 16 Aug 2019
Hi Lukinda Thank you for taking the time provide us with your feedback, I glad you thought it was worth it. We look forward to having you stay with us once again

2/10 Terrible

Verified traveller

Disliked: Staff & service, amenities
hotel is ONLY for International travellers that has to sleep IN airport. So only for in transit guests. You cant collect your bags, and you cant go out of airport
Stayed 1 night in Jul 2019
Response from Jeanny on 26 Jul 2019
Dear Anonymous, Thank you for taking the time to respond, The hotel is ideally for transitting GUEST, offering a refreshing and restful stopover before the next flight.