Protea Hotel by Marriott Lagos Kuramo Waters

Policy directives outside their control have affected the place, which is understandable. Still, not investing in the property makes an already complicated situation worse.

I loved the scenery, and the rooms were clean and smelled really nice.

The lobby and bar were great, and the dining team and chef were exceptional. Hotel staff were generally helpful and friendly. Their service was the main reason I didn’t check out after the first couple of days. The management was shocking for a Marriott brand. Ownership has failed to put effective management in place or give staff enough training. My experience was so bad that I arranged for others I’d booked to stay at nearby encanto lodge instead, where they had a much better experience than I did. It made me want to leave Lagos early, even though the city is vibrant. I had no hot water for a week. When I asked the front desk for a discount for that week, they laughed. I followed up the next day, and eventually they gave me a complimentary night. The shower only produced a trickle and stayed cold, even after several complaints and asking to speak to a manager. I was moved to another room after a week, but had to complain again before I could finally take a hot shower. The first room didn’t have enough light for me to see properly. I had to insist on an extra lamp or bulbs, and was told staff would need to go to the market to buy bulbs. The floor was filthy. After walking around unpacking for 30 minutes, my feet were very black. I complained twice and asked for it to be cleaned. It improved somewhat, but wasn’t resolved, and it seemed staff didn’t have a proper mop. The ironing board they gave me had holes in its cover, which was inexcusable. I booked a meeting room, but instead of adding it to my hotel bill, they interrupted the meeting several times to ask for payment. It was expensive and inconvenient, so we didn’t book another one. The bed was against a curtain, and only later did I discover a balcony door. It seemed the hotel discouraged guests from using it because it overlooked a homeless community living in tents. That situation can’t be helped, but they should tell guests about the other door instead of leaving it hidden. I felt anxious about whether the room was secure. Breakfast was great, but the menu was the same every day and had limited options for people who eat fish. It should change sometimes so guests want to stay longer. Staff also shouldn’t make guests feel rushed so they can serve themselves breakfast when service ends. The gym was a very small, unattractive room at the back of the hotel, with no basics like a mirror, TV, or water, so I didn’t want to work out there. The pool floor was brown, and I couldn’t tell whether it was moss or discolored tiles. I didn’t use it because I didn’t want to risk getting sick. I booked three weeks and will check out early if I can.

The accommodation was neat, clean, and tidy. Service was professional, and the restaurant food was delicious.