Fire & Ice Melrose Arch | Please don’t disappoint again :/

January 23, 2012

Protea Hotel Fire & Ice Melrose Arch

The last time I spoke about the Fire & Ice at Melrose Arch I really loved it, and had another experience there which was fantastic. I even went over there to take photo’s again and even though the service was slow it wasn’t as glacial as our last experience.

It was a saturday night and the place was the most full I’d ever seen it, bustling, there looked like there was a great vibe, but we got seated in the lounge. Correction, we were ‘told’ to sit in the lounge and were just pointed in the general direction.

The lounge was lovely, if a bit stuffy – the decor as impeccable as the rest of the hotel and it was quiet, which was great. We waited for the menu’s and after 15 minutes decided to ASK for some. We had to look for a waiter and ask for the menus which then took a further 10 minutes to arrive. By this time we were already pretty uninterested in anything the hotel had to offer but still ordered a milkshake.

I have no complaints about the milkshake, it was fantastic, it took 15 minutes to come (compared to how long we waited for the menu itself it was bearable) and was Ferrero, which really does go down well.

To receive slow service at the Fire & Ice AGAIN is really upsetting at a venue I think has so much potential, great location, great decor and a great vibe, but waiting 25 minutes to get a menu is really unacceptable.

**** Update: I emailed the Fire & Ice and received a great response from them, they are planning to reply here officially and have thanked me for the constructive criticism. They are apparently looking into the issue.


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  • Reply Fatima January 23, 2012 at 8:52 am

    I have to agree, they really are slow. I went there with some friends 2 years ago in the afternoon when it was really quiet, and still had to wait a while for a menu and for our order to get served.
    I’m a bit disappointed to hear that it’s still that slow 2years later.

    • Reply Zaa.miss.bowtie January 23, 2012 at 9:00 am

      It really is so upsetting. It has so much potential and. Instead of improving, it seems to be getting worse

  • Reply Sarah de VilliersS January 23, 2012 at 9:01 pm

    Ah! Same with me! I think we need to lodge a complaint! Great interior design and milkshakes will not be enough for me the next time I think of going – the waitors seem to be more thick than their milkshakes – and sometimes sitting there waiting for their service feels like being stuck in a soundless black and white movie. I went there with a friend for lunch; and she ordered what was described as ‘a beef wrap’; eventually (after the dust had begun to start settling on us) being served 3 small sushi-california-looking-rolls on a white plate; for R60! I mean WTF is that? haha 🙂

    • Reply Zaa.miss.bowtie January 24, 2012 at 8:35 am

      Yeah, I dunno. It could be such a great venue, it really is a pity. I think I may contact them :/

  • Reply Desire Botha February 2, 2012 at 7:01 am

    Dear Zaa.miss.bowtie

    On behalf of The Protea Hotel Fire & Ice! Melrose Arch TEAM we would like to thank you for taking the time to share your experience at the hotel with us. We sincerely apologise for the disappointment you encountered on your last visit due to the unacceptable slow service. Your feedback is so valuable to us as it provides us with a true reflection of our service delivery.

    Our product is all about the ‘energy’ and ‘pulse’, and it is absolutely vital for us to make every effort to get it right. We always stress the importance of making a positive impression on every interaction, and as we say, our service can only be measured against a GUEST’S most recent encounter. We would like to assure you that the issues you have raised will receive our utmost attention. We know that such issues are not always solved overnight; however we are very positive that with our continuous training and the mentoring structure that we have in place, this will only yield great results.

    Once again I would to thank you for taking my call and for providing us with such constructive feedback. We are grateful that you have allowed us the opportunity to redeem ourselves and we look forward to welcoming you back so that we can prove to you that we are not only proud but also passionate about our service and product.

    Warmest Regards,
    The Fire & Ice! TEAM

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