your Guest Relations personnel was excellent. Alice went out of her way to see to all my requests . Karabo was also so helpful and hands on. hats off for your excellent service.

More attention need to be given to staff dealing with guests at the Bar/Pool. was not too impressed with the service that we received when we went we have a bite and some dinks while waiting for our rooms. Service was not good and waitress serving us was not very friendly and we were not impressed with her service at all. we were told that there was only 1 waitress to see to all the guests that was there at that time and we had to wait extremely long to place orders and she was not very helpful.

Almosteverything exceeded our expectations, from the moment you walk in to the moment you check out, you feel like royalty. Reception went out of their way to assist me with an extra bed for my daughter, which they added free of charge. The room is big and comfortable. The bed and pillows slept like a dream! I'm not quite sure about is the shower and toilet layout though. Not everyone sharing is related or romantically involved; therefore, could make for an awkward situation. But, regardless of the layout, we thoroughly enjoyed our stay and will most definitely be back! Breakfast was delicious, with so much variety. Someone is always asking if you want a coffee top up (yes please!). We also took advantage of the pool area, topped up my tan and enjoyed the cool water for a bit. If I were asked for any suggestions to improve my stay for next time, it would be a tiny one as this place already goes above and beyond! But if anything, it would be to serve drinks at the pool. This would undoubtedly fulfil the dream stay. A couple of the waitresses came up to our table to tell my friend what beautiful eyes she has. If only they knew how much she needed that confidence boost, it's like God himself had sent them. Fire & Ice staff are just the best! We were always greeted with the biggest smiles and friendliest "good mornings", even told how radiant we look even though we've just woken up. A lovely compliment goes such a long way, so thank you! Fire & Ice, I miss you already, but will be seeing you again soon ❤️

Nothing

I was upgraded from the Fire & Ice to the African Pride. The service was exceptional. I had just gotten married that day and I let the hotel know ahead of time. They decorated the room with rose petals on the bed and around the tub with a box of chocolates on the bed. This was amazing. Overall the Staff are friendly and provide excellent service and the room was amazing with a high comfort level.

The one thing is, when we were sleeping there was a faint noise of dripping sounds coming from the bathroom. This was not too distracting but would have helped if it was not there.

My room was comfortable and spacious, exactly as expected. I loved the breakfast, some unique options at the "dessert" table you don't often see in a hotel; and after walking around the area and finding the restaurants where I'd wanted to eat dinner to be full, returned to the hotel and order room service, which turned out to be a great choice! Although too cold to swim, the outdoor pool looked bigger and more likely to be used than other similar hotels usually offer, and the pool deck seemed very popular when the sun came out! Most importantly, the staff throughout the hotel were very engaging and accommodating, especially at reception and during breakfast.

Experienced some delays when checking in and out, albeit short, since the airline crews were arriving and leaving at the same time. Initially struggled a little to find which parking garage was linked to the hotel, but called and was given directions!

The room was perfect, super nice. The breakfast was also good.

We had a party earlier on, the food was nice but the portions were too 'counted ' if you get what i mean, only 8 people got the starter because it was finished and was never replenished, the bowls used were too small for the number of people, really that was small. That was my only disappointment and secondly when something was finished, it took longer for the waiters to come back with extras. We then bought 2 x 5 litre bottles of juice, to this day i cannot believe that one bottle cost us over R600,00 it's unthinkable, it's exorbitantly very high, for simple juice, 2 x 5litre bottles we paid R 1 200 plus, sad indeed. Other the that the portions are really too small, everything went very well.

My 2nd visit. Great location.

Although my choice of wine was not available, your duty manager, Mr M, was most accommodating. His attitude around the matter was also exemplary. In fact, ALL your staff were extremely pleasant and informed. A credit must go to your general manager or your training department. On the negative side, although it has nothing to do with the hotel itself, I am a longstanding Prokard holder, and as much as I tried for a full 2 months, I could not redeem my free night voucher at the hotel (as was also the case with all the Protea hotels in JHB). All I got was SOLD OUT, and despite various calls to various departments, no one could help. I did however get my discounts at dinner and breakfast

The general appearance of the venue and attention from the very helpful staff was memorable. Thuso who was on duty during breakfast is a well spoken positive and most caring host whilst we enjoyed our wonderful breakfast. We were regularly checked on and made to feel extremely welcome! Welldone Thuso!! You made my Sunday morning !!!

I had some difficulty on exit at the parkade, so i felt a bit flustered.

Nice variety of food at the breakfast buffet. Restaurant food by the pool very tasty Pool area spacious Rooms were spacious enough for a couple and clean. Location to restaurants was great.

We were expected to pay for 2 days of parking when we only stayed 1 night. However, the issue was dealt with after a discussion with front of house staff.

I live in Johannesburg so stayed at the Fire & Ice with my wife on a 'Staycation'. We both loved being in Melrose Arch and I would recommend staying here for anyone visiting Johannesburg. Just being able to walk around safely, to grab a quick bite or coffee, shop etc was amazing!!

Not much to dislike :)

Fantastic upmarket venue,. Every single staff member offered service with a smile, they were extremely friendly and polite went out of their way to assist. Very clean hotel,. We me the chef as well, he was amazing.

Not applicable