Naxian Emerald Hotel

Recent Reviews: 366

• User:Scenic22557073900

  Trip type: Business

  Terrible restaurant service on Thursdays for Hotel guests because of weekly event open to all

  11 Mar 2026

  If you love peace, don’t sleepover on Thursdays You’ll get room service 3hrs later, if you do Protea Fire and Ice Menlyn, Other at Protea Hotel Fire & Ice! Pretoria Menlyn, responded to this review Dear Guest,Thank you for taking the time to share your recent experience with us.In your comments, you mentioned that your stay was interrupted by the loud disturbance / loud music caused by the happening that was taking place at the Bar. Our desire is that all our GUESTS experience have a relaxing and peaceful stay, and I sincerely apologies on behalf of the TEAM that this wasn’t your experience.It was a rare privilege to have you as our GUEST and I hope you give us an opportunity in hosting you again, whenever your travels bring you back to area.Kind Regards,Michelle MakamuDuty Manager

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• User:CR2015BXL

  Trip type: Business

  Good base for Pretoria

  28 Nov 2025

  Stayed here for a week. Had a quiet room on the top floor. Room clean and cleaned well every day. One bottle water provided every day. Bed comfy. WiFi can be improved during busy hours. Breakfast great. Staff friendly and helpful. Easy and fast to get around by Uber. Safe base. Would come again. Protea Fire and Ice Menlyn, Other at Protea Hotel Fire & Ice! Pretoria Menlyn, responded to this review Dear Valued Guest,Thank you sincerely for taking the time to share your experience. We are delighted to hear that you enjoyed a quiet, clean room on the top floor, appreciated the daily bottle of water, comfortable bed, and the friendly, helpful service from our team. It is rewarding to know that our breakfast and the convenience of Uber access contributed to a pleasant stay.We also appreciate your candid feedback regarding the Wi‑Fi performance during peak hours. Your comments have been forwarded to our IT department, and we are already implementing upgrades to enhance bandwidth and stability for future guests.We hope you will consider returning to us soon. Thank you again for your thoughtful review. We look forward to welcoming you back.Yours Sincerely,GUEST Services

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• User:stevenk549

  Trip type: Business

  Main Restaurant and pool bar.

  20 Nov 2025

  We pre-booked and fully paid for our Christmas function weeks in advance, but unfortunately the experience at Fire & Ice Hotel Menlyn Maine was very disappointing. On arrival, it felt as though the team was not expecting us. There were not enough staff members to help set up, and we ended up laying the tables ourselves. No manager or supervisor was present to ensure things were running smoothly.Our welcome drinks were not ready on time, and there was no non-alcoholic option prepared. The air-conditioning wasn’t switched on, leaving the venue uncomfortably warm. Service was poor: there were too few waiters for a group of 40, and they were not attentive. One tall gentleman in particular was quite arrogant and seemed irritated when we asked about the welcome drinks.The buffet lunch was another disappointment. Russians, pies, and a build-a-burger station, was not what we had requested for a Christmas year-end function. The only highlight was the dessert, which was excellent. A special mention to Evelyn from housekeeping, who was very helpful despite the overall service issues.Overall, the experience did not meet our expectations, especially for an event that was planned and paid for well in advance. Protea Fire and... M, at Protea Hotel Fire & Ice! Pretoria Menlyn, responded to this review Good day Mr Steven,Thank you for your feedback. We sincerely regret that your experience did not reflect the service and food standards we strive to deliver to our valued GUESTS. We acknowledge the concerns raised and we are particularly disappointed that the buffet offering did not meet the standard we strive to uphold. This is being addressed with urgency alongside our kitchen leadership to ensure there is no recurrence. Your feedback regarding staffing, service flow, and the timing of the welcome drinks has been noted with concern and will be addressed accordingly.We are grateful for your recognition of Evelyn, and we will certainly commend her for her continued dedication. Thank you once again for bringing these matters to our attention. We deeply value your support and sincerely apologize for not meeting your expectations on this occasion. We remain committed to restoring your confidence and ensuring you experience the true Fire & Ice! standard we proudly aim to deliver.Kind Regards

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• User:CD_Barcelona

  Trip type: Business

  Great staff

  25 Oct 2025

  Stayed there for almost 3 weeks. Very good experience. The best part was the friendly and professional staff, especially Dorothy at reception.

• User:davidW2714ZT

  Trip type: Business

  a total disaster

  14 Jul 2025

  i stay at hotels on business to sleep . on check in as a marriott bonvoy silver member iwas given a stress ball . this should have been a warning sign . after having asked 3times for a quiet room i was given one next to the lift with all its passing traffic . aroundmidnight there was screaming and shouting and banging of doors (more like a brothel) which went on until 0230 . security did not want to know eventually receptionmoved me to the next floor . i managed 2 hours sleep . whilst hotels cant be responsible for behaviour of guests they can and should control it . i did not getwhat i paid for and this was the the worst hotel experience i have had in years Protea Fire and Ice Menlyn, Other at Protea Hotel Fire & Ice! Pretoria Menlyn, responded to this review Dear Valued Guest,We're deeply sorry to hear that your recent stay with us was one of the worst hotel experiences you've had in years. As a Marriott Bonvoy Silver member, you deserve exceptional service and amenities, and it's clear we fell short. We apologize for the room assignment issues, particularly given your specific requests for a quiet room. You should have been placed in a room that met your needs, and we'll review our processes to ensure this doesn't happen again.The disturbance you experienced due to unruly guests is unacceptable, and we're disappointed that our security team didn't respond more effectively. We'll investigate this incident thoroughly and take necessary steps to prevent similar situations in the future.We appreciate your persistence in reaching out to reception, who ultimately relocated you to a different room. However, we understand that two hours of sleep wasn't enough to make your stay satisfactory. We value your loyalty and feedback, and we're committed to regaining your trust.We'll use your feedback to improve our services, staff training, and security protocols. We hope you'll give us another chance to show you the level of service and quality you expect from Marriott.Yours Sincerely,Michelle MakamuDuty Manager

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