Southern Sun (formerly Tsogo Sun Hotels)
Reviews and Complaints

Good day

I experienced bad customer service by a Porter Musa @ Cabana Beach resort Umhlanga on 26th February 2022 @ 09:30am.

I would appreciate if this matter be looked into not to cause further bad customer service. Valuing a customer & respecting a person comes from the willingness to assist.

Regards

Reeshal

Mobile number: [protected]

On 22 February I booked a room (317) after arrival while settling in the electricity in the room went off. I saw that the passage lights were on and so I phoned down stairs no one answered. I phoned several times. Eventually I sent an email downstairs and that was already an hour pass without lights. The reception guy came and struggled to get lights back on.

I just feel that I paid in full and who need something like that when you go for a break.

Ebrahim Brooks

Membership number: 5234584

Hi date: 19 feb 2022. Time 8pm. Togo sun southern sun strand Street. I was placed in 2604 and the toilet was leaking and the safe was not operational. The bed was lumpy.

I was moved to room 2511 and the safe was not operational again. It is 8pm. My children are starving. I am tired. Shuttle service was not arranged as per booking.com app.

Worst birthday of my life.

Never again

I received an email from Tsogo Sun for Valentine's day promotions.

Then I book a Valentine's day dinner on the 14 February 2022 at Southern Sun Pretoria for my family.

The booking was confirmed telephonic, it was my surprise when I get to the restaurant nobody knew about my booking, my name was not on the list, meaning I drove from Benoni to Pretoria just to be a humiliation in front of other customers.

The manager by the name of Patrick was called, he told me that I don't have a booking, the only favor that he can do for us, is ro make a plan put together small tables together for us on the passage because they don't have a space for us, because we didn't have any options we had to sit in that passage and everyone looking at us like we are lost or forcing our selves.

We were give a price for the buffet, and we were not told that that price of R280 p/p for buffet excludes drinks, on their entrance there was 330ml juices and drink, we took them after our meal and drank them

When we were done eating I went to pay, there was no one at the counter for 30 minutes, I had to wait and it's late my daughter is going to school the following day, the lady came after 30 minutes and found us standing there with other customers, not even a single apology, he assisted others who were complaining, they assisted me after an hour, my surprise I was told those drinks we drank after food they not Included I must pay them separately, their baffet of the value of R280 pp doesn't include any drink, and payed them separately.

Really guys I'm so disappointed, I just joined Tsogo Sun it was my 1st booking just to test water, I was a member of different hotels for over 20 years I've never experienced such and be humiliated like that when my aim was to make my family happy and the opposite was done, and a disappointed on such a special day I've been celebrating this day with my family for years, it was our 1st terrible experience.

I was so angry our special day was spoiled.

We spent a night at the Silver sand casino and hotel on the 23-24 December 2021.

What a disappointment. The bath tab leaked. The bed had seen better days and the hotel's music never stopped playing. Then after very little sleep we were looking forward to a nice breakfast... But what a disappointment we had 2 breakfast choices that the total on the pathetic a la carte menu offered to us by unfriendly looking... To tired and not in the mood for work.

When we finally received our cold meals looking not at all tasty we received takeaway salt and pepper packets... The excuse : covid. Really we had dinner at one of the restaurants the night before and had full salt and pepper shakers to use.

The overall experience was a great disappointment and we will definitely not book at one of your hotels in the near future.

Bad service is hard to get over especially if you pay top dollar and get nothing for that.

Regards

JOHAN VAN NIEKER.

[protected]

Good day. My name is v surrendra. I had booked in stay easy hotel via bookings.com, booking form 4 to checkout 11 January 2021. Due to an emergency I had to chek out on the 5 th January and had inquired about my refund. Firstly the receptionist at the front desk told me he is not sure about any refund maybe not. I than decided to contact the receptionist the next morning, who stated no paper work needed, she had checked me out and I will be refunded within 7 days. On the 10 I decided to call again to follow up, spoken to a lady called margaret who stated or they had a made a mistake on there side so it's delayed. I must call her again or se will call me. no call received for magaret, I decided to call magaret on the 13 the and she had informed me or called her on the 17 since she has to get into contact with finance. I had called margaret again on the 17 the January at 8:30 and she stated she just came to work call later I called back on the 17 the January at 16:00 and margaret stated ' she never follow up call back tomorrow no feedback as yet. so I decided to call the manager ziningi who stated I must give her 5 minutes she is investigating the case. No return call back I had called her back after 30 m in minutes on the 17 and she states to call bookings.com as I must cancel my booking. they don't have my account details it's a virtual card. so bookings.com must return my money. On the 17 I had contacted bookings.com and a lady kay had assisted me bookings were canceled and she stated she will send an email to the hotel to do a refund. I called again on the 18 the spoken to ziningi who has been avoiding my calls saying staff to take messages for her. I explained to ziningi that the money so with the hotel or has to be transfered into the card for bookings.com. She said it will take 5 days or 15 days. I asked her if the money has been deposited she replied she did not do any follow up. I called bookogs.com again and email was sent to the hotel to do a refund. On the 19 the I contacted the hotel again and asked or speak to ziningi the receptionist who answered the call told me ziningi is ryt here. Tha. Put the call on hold and further told me ziningi is not in her office. I than received a call from marvin who informed me that they not witholding any money they only received an email from bookings.com yesterday. he avoided the fact that I was always given misinformation even by the manager ziningi and stated a transaction was done and they can't call bookings.com it's hard for them. I had followed up with bookings.com a lady had stated to me that a transaction had been done but no money reflecting in the card. So she will follow up with the time frame for reimbursement. The delay in this and gross inexperience form manager to junior is absolutely repulsive. Poor customer relations by avoidance, definately not customer satisfaction oreintated. staff at that hotel need intensive teaching on priority aspects.

reside in Gauteng and was looking forward to an amazing little summer vacation with my family near the ocean. I have always had an amazing stay at other facilities of Togo sun but this had to be my worst. Southern sun Marine Parade.

1. There is no vending machines for water and when you ask the hotel to purchase bottled water they do not even offer you that survise. We had to jump back into our car at around 23h00 to go purchase water.

2. This is the first I experienced when to are a guess at a hotel that you also have to pay R60 per night to park. Absolutely ridiculous .

3. On the 2nd day nothing was replenished in our room. Just the bed was made and the cleaner left. We had to call to get towels and tea . Our aircon was not working properly the maintenance was called but no one came to dory it out at all.

4. The cake topper was someone opened my suitcase and stole a brand new pair of shorts from my bag. The only reaso I even realized it was missing was I only carried two pairs of shorts and was planning on wearing the second one on day of check out. It may just be a pair of shorts but how many of your other customers that don't even remember what they carried and one of your staff members may have stolen other things. The fact that instead of cleaning and replenishing the room someone opened my suitcase and stole an item.

I have stayed at Monte Casino, Gold reef city and Suncoast Towers and never experienced this. Worst stay of my life and I will never advice any of friends and family to go there.

I personally did not enjoy my stay at Sun1. My partner and I had a problem with the air conditioning, it was simply not working. It was cooler in the corridor than it was in our actual room.

My partner and I approached the front desk manager with the problem. He said that there were no other rooms available and they "might ' be able to get a technician in but he really didn't promise anything at that point and expected us to just deal with it. From my booking, air conditioning was a service that was supposed to be available. At that point I told him, we either get a new room, the air-conditioning gets sorted or I would like a refund to find alternate accommodation. This manager, seemed very upset and annoyed that he had to do his job.

At 6pm my partner and I had to leave because we had dinner reservations elsewhere and gave the manager until 10 pm to give us a solution because that is the time we intended on returning.

He put us up in another room, but it smelled of cannabis. So we put the air conditioner on (thankfully this one worked) and left the window open for a bit for the smell to go out. I also found a hair on the bed that didn't belong to myself or my partner. So really, the new room came with its own set of problems but I dealt with it because by 10pm I was really too tired and frustrated to raise the rest of these complaints with the staff (seeing how the prior issue was so poorly handled). However my partner did mention some of the above to the security guard.

I will never book at Sun1 again. I hope the rest of Tsogo Sun has better standards than this.

I didn't intend on complaining, but I received an email to rate the experience at this hotel. (It doesn't even deserve 1 star in my opinion)

At arrival we followed the route to the parking area, we thought it good to take a picture at arrival at a vacant area with a beautiful background. We drove in and got out at which we heard a constant whistling and waving and a security guard approaching us, without greeting he chased us away and said we shouldn't be there, at this a Ford Ranger bakkie came speeding to us, I asked the security guard how we were supposed to know that we should not be there seeing there were no "No Entry" signs or "No trespassing" signs at which he replied "This guy (man in Ford Ranger) is your sign. We got in the car whilst the security was laughing and making remarks about how dumb people from the North West are.

Attached is the place where we took the picture whilst the guard was approaching us viciously. The picture was taken at 16:45 on the 10th

We did not bother telling this to the receptionist because we didn't want to elaborate and ruin the rest of our stay.

This is a terrible way of welcoming guests, I understand that there are places guests are not allowed at, but please ensure the necessary information is available to inform them and please work on your approach to accidental trespass.

Regards
P. Foley
10 & 11th of December

It is currently 10.50pm and we have just finished moving rooms from 614 to 606 due to hot water not being available in our room, and I wish I could say that is my main complaint, but no! I have been coming to 54onBath as a guest since 2012 and I could call it my home when I am in Joburg, but what I found today was like a completely different hotel with no courtesy and a lack of customer centricity to say the least!
I was just at a Tsogo Sun Hotel at Mount Grace in Magaliesburg, (which was amazing as usual - the last time we went being pre covid, thus covid cannot be used as an excuse) from Thursday until we checked out this morning... My sister (Ms Mercedes Leburu - no 1223364) who is a Tsogo platinum member by the way, and knows how much I love 54onBath, booked me here for the next 2 days as a surprise.

To my shock, the service right from the valet parking and my sister being told that we have to pay some additional cost for our cars (as guests!) and me carrying so much bags in my arms with no one offering to help, I knew the service had dropped below par. I even dropped my bags in the lift and one of your staff came to check in on what had dropped and didn't even offer to press the floor of my room for me...additionally, as management if you want to make money from us parking our cars as your overnight guests, why can't you include it in the accommodation amount? We find this unacceptable, especially because it wasn't even communicated when my sister was making the booking.

Then after we unpacked and were about to take a bath, there was no hot water coming out from the tap. The hotel I know, the manager would have called us to apologize and sent someone to help us move to the room we were newly allocated to with an upgrade. What has happened this evening instead is that someone asked my sister if we wouldn't mind moving tomorrow, making me wonder if we are supposed to sleep without bathing. When we did finally move rooms, I was yet again appealed by the manner in which this was handled.
How utterly dissaponiting that in 1 night, an establishment I have held in high regard and used countless times has now moved to what I can equate with a 2star lodge somewhere remote.

Regards

Hi, my name is martin flint.
My wife and I spent the weekend of the 27 and 28th of August at the Caledon hotel, to celebrate her birthday.
We stayed in room number 215.
We weren't happy with the following conditions of our room.
1) the one electric power point was not working.
2) our kettle was not working, and was replaced by a barby 'baby' kettle that barely filled a cup of coffee.
3) the basin in the bathroom clogged up when using it, when washing hands/face.
4) was tomato sauce like marks on the one part of the ceiling.
5) the one side of the curtain in the room was skew, was off its hooks, looked ugly.
6) the carpets in the room had ugly dirt stains on them.
7) later during the night (28/08), the couple with 2 children next to us were having a big fight (apparently she was trying to commit suicide). The two hotel security guards on duty had no idea how to handle the situation, and there was no hotel management in sight to sort out the problem. We therefore had barely no sleep that night.

We thought we would get a great experience staying at a renowned 'Tsogo' sun hotel, for the big amount of money we spent, but we were wrong.
I would have thought that a manager would check rooms for defaults/snag list before guests occupy them? That is basics 101?
We have had Better times at other hotels, that are not half as much well know as the Tsogo sun group, and was much cheaper, an example is the Montague springs hotel.

Martin. [protected]@smollan.com

We decided to celebrate our 4-year anniversary (Fruit/Flowers) at Mount Grace. We splashed out and booked into a villa, which was absolutely divine. However our first impressions were quickly lowered, when my husband realised that the bottle of prosecco and the fruit platter (apparently complimentary) organised weeks in advance, and followed up days before arriving, were not in our room. So instead of jumping straight into our pool, with a glass of prosecco to celebrate, we had to wait half an hour for our prosecco, with no apology, and are yet to receive our fruit platter.

The next disappointment with the service was experienced with our time at the spa. Our massages were booked for 16h00, with the complimentary addition of a 30min hydrotherapy session, which according to the website and signage around the hotel shouldn't have been a problem because the spa stays open until 20h00. But apparently the spa only stays open until 17h00, and without advising us prior to our arrival, were just told that we could no longer have our hydrotherapy session that afternoon, and that we would have to book it for the following day. Luckily we managed to secure a late check-out and were able to enjoy our hydrotherapy session the following day, but without the late check-out, this probably wouldn't have been possible.

I also wanted to mention, that even though the reception were aware that it was our 4-year anniversary, no additional effort was made for us to feel special. No complimentary spa treatments or special dessert at the restaurant. There was also no turn-down service in the evening, which is generally expected when staying in a 5* hotel.

So although the facilities and the hotel itself are absolutely stunning, the service is not up to a 5* level, and we definitely expected more from Mount Grace.

Good afternoon. I don't know who manages this page but I had a very bad experience at the high tea at the sugar club recently. White guests were given superior treatment compared to the other Indian and black guests. Drinks were refilled to them on a continuous basis and when I asked for mine to be refilled, I was refused and given the answer that only those two tables were allowed to be refilled as per the white managers order. This was extremely shocking and embarrassing . Very disgusted with this treatment as we paid the same money to go there as the white guests and this was extremely disappointing. I always held the Beverly Hills hotel at the top of my list but not anymore. I will never go there again

to whomever it may concern

I made a reservation for the 25th of December for my partner and I

It was our 14th anniversary and i wanted to surprise my wife with a luxury getaway

check in was a breeze the room was big and spacious but cleanliness didnt seem to be on the cards

The bathroom and shower floors were dirty, either because of someones dirty shoes or a dirty mop was used .

the one insect my wife is scared of is spiders and that seemed to be the order of the day

1. spiders and webs under the umbrella

2.spider and webs on the blinds by the coffee station

3.tiny spiders walking amoungst the pillows on the beds

4. spiders and webs on the corners of the toilet and on the blinds

ordered and paid for a platter of seasonal fruits which didnt live up to my expectation. bananas, apples, and pears are all year round fruit,

remember i paid for this already but i was given a call from reception to ask if im going to pay by cash or card when i check out, .
could they not pick up that it was already paid for

mangoes watermelons berries etc are seasonal and that is what i was expecting

breakfast was ok but please tell the staff to pay attention to all patrons. as thee only indians there we felt abit out of place and had to go looking 3 times for someone just to bring us ONE cup of coffee

check out was not grand as we had to wait for a golf cart for 30 min but that was expected due to influx of people checking out

receptionist was on a call and just gave a thumbs up sign when i went to leave my room card. we waited for her to end the call so we could tell her about the room condition and all she said I will let house keeping know

For the price i paid, which was alot for me this time of the year ( we booked a suite room 215)and for the rating of this hotel i expected so much more. i really wanted to spoil my wife but she spent the night in fear that something is going to bite her.

It will be appreciated if something could be done about this and if someone could get back to me

thanking you in advance

mohammed

Good Day Tsogo Sun - SHA Santam Partners.

Your email and the attached MS PDF Document Dated 8 July 2020 version with feedback refers.

We, totally disagree /reject your findings within your feedback i.e. MS PDF Document and request for a Full Review and insist on an Internal Dispute Resolution review, with Tsogo Sun Group, Edenvale Sun Hotel and yourselves as the Insurer Partner.

Thus, we are very sure and can say with reasonable confidence that your department was not in the possession off all email communications that was forwarded to Vivian Ramalira, Helena Du Plooy and Andani from the Sun Hotel at Edenvale persons involved.

The key objective is to share all related communications once again with yourselves to ensure we are align with the incident & the sequence of events related Proof Documents of the Dates /Incident / Event to ensure we are align with expectations of this incident at Edenvale going forward.

The highlighted content refers:

o We did not ask for your Insurer Partner Humble Option and we request a full Investigation, and the need to engage / schedule a Round Table / On Site with all parties involved to ensure we align and address the incident Key Facts issues rejecting this claim.
o Define and share your department Extensively Investigation Key points in detail and the related causes of the Malfunction (failure to function normally) of the Sun Hotel Edenvale Exit Gate Motor / Sensor system as mentioned and confirmed with all related personal at the Hotel including Service Technical Partner who was on site during the incident analysing and repairing the Intercom and the Gate Automated Motor during the phase of the this reported incident (Date & Time).

1. The following Email Communication Dates is placed on record and it is important that the Tsogo Sun Group / Insurance Partners have to confirm that all these correspondence email was forward to yourself by Sun Group as mentioned above to allow for a full investigation, and we are of the option that this is not the case based on the Insurer Partners re-views, analysis, feedback and decision without taking in consideration all Key Factors of this incident as describe in full detail .
• Email Dates & Communications: With Sun Group and the Santam Insurer Partner
o 22 November 2019, 27 November 2019, 5 December 2019, 6 December 2019, 6 December 2019, 18 December 2019, 20 December 2019, 10 February 2020, 17 February 2020, 17 February 2020, 17 February 2020,
o 4 March 2020, 6 March 2020, 13 March 2020, 15 March 2020, 23 May 2020, 23 May 2020, 30 June 2020, 6 July 2020 and 8 July 2020 is attached Refer to the Zip File
 Zip Electronic File Name: 0 to 21 Emails Date 27 Nov 2019 Vivian FW RE scan
2. The flowing email Dated 27 November 2019 define and highlight in full the incident sequence of events and is included below:- Attached email communications File Name: 4. Date 27 Nov 2019 Vivian FW RE scan with Vivian Ramalira:
• Dear Vivian, Your email refers
o Just for the records: This incident happened on 11 October 2019 +- 16:00 Hours
o During this indent the Contactor that worked on Site attending to your Electronic Intercom system that was busy at the Hotel North-end side attending and fixing the caballing and Gate Motors.
o Technicians was present and One of the Technician had a full view reading the incident and sequence of events. The Technician saw the gate was closing when the vehicle was a third of vehicle length and we reacted rapidly, reversed the vehicle backwards. The Gate lucky only damaged the left front Bumper during the closure of the Gate against the Vehicle. We got out of the Car and evaluated the damages and one of the assistance ladies took a photo with her personal camera and said she will share this Picture with us and the Reception Lady. The Technical Person viewed the damages as well, and confirmed that the Gate do behave from time to time differently as this was not the 1st Time this happened.
o He apologised and I mentioned to the Technical person to ensure they escalate this to management and requested for him to arrange to download the camera footage as proof going forward.
o Should you require a Police Case Number please confirm so to allow for us to arrange to log / file this incident with SAPS and obtain a Case Number form SAPS to ensure we comply with your Company Policies & Procedures i.e. Compliances.
o This was NOT logged / assigned to my personal Insurance Broker and this will lead to additional monies to be paid by myself due to the Risk Factors Formula Calculation of R 5 000.00 to be paid by myself for any form of Claim that I logged with them. This will indeed have a direct impact on my personal Non-Claim Bonus with my Insurance Broker / Partner which I am not willing tom do so.
o The Quotation supplied to yourselves is with a credited Ford Panel Beater and your company Insurer can make direct contact with them and arrange the necessary.
o Please advise i.e. next steps going forward.
• Dear Vivian 3 December 2020 - Your email refers
o Just for the records: This incident happened on 11 October 2019 +- 16:00 Hours
o During this indent the Contactor that worked on Site attending to your Electronic Intercom system that was busy at the Hotel North-end side attending and fixing the caballing and Gate Motors.
o Technicians was present and One of the Technician had a full view reading the incident and sequence of events. The Technician saw the gate was closing when the vehicle was a third of vehicle length and we reacted rapidly, reversed the vehicle backwards. The Gate lucky only damaged the left front Bumper during the closure of the Gate against the Vehicle. We got out of the Car and evaluated the damages and one of the assistance ladies took a photo with her personal camera and said she will share this Picture with us and the Reception Lady. The Technical Person viewed the damages as well, and confirmed that the Gate do behave from time to time differently as this was not the 1st Time this happened.
o He apologised and I mentioned to the Technical person to ensure they escalate this to management and requested for him to arrange to download the camera footage as proof going forward.
o Should you require a Police Case Number please confirm so to allow for us to arrange to log / file this incident with SAPS and obtain a Case Number form SAPS to ensure we comply with your Company Policies & Procedures i.e. Compliances.
o This was NOT logged / assigned to my personal Insurance Broker and this will lead to additional monies to be paid by myself due to the Risk Factors Formula Calculation of R 5 000.00 to be paid by myself for any form of Claim that I logged with them. This will indeed have a direct impact on my personal Non-Claim Bonus with my Insurance Broker / Partner which I am not willing to do so.
o The Quotation supplied to yourselves is with a credited Ford Panel Beater and your company Insurer can make direct contact with them and arrange the necessary.
o Please advise i.e. next steps going forward
• Dear Sun Partners. Your email dated 4 June 2020 refers.
o Attached Documents has been updated as requested is FYI please.
o Your Letter and renamed as : Ford Wildtrak Damage.pdf with updates is applicable
o Thus in summary the following high level feedback is FYI and the resolution thereof.
o Items 9 to 12: Policy has a co-payment penalty Clause and I personally will not Wave my Non-Claim Bonus, with my Insurer Partner. The key is the personal of Sun Group and the Technical Service Provider that the repaired the Electronic Communication between the Reception Main Gate Motor was closed while the Vehicle was 35 % through the Gate and the Driver AJJ Fourie intently react and reversed to avoid Damaged Vehicle while the Gate was closing during the exit process.
o Thus, the day of the incident photos was taken by Sun Group Staff / Employees, Contractor on site as well as the Owner that was submitted as proof during within numerous email communications with the Sun Group. I've request friendly that the Sun staff must Log a Call and Report the incident register and be shared with Sun Head Offices. It is important that Premises Camera recordings of the incident Date & Time to be extracted to support the event / incident as valid Proof. The Sun Group SHE - Safety, Health Environmental Team need to evaluate and investigate this incident regarding the objective to manage Risks to avoid Zero Harm to Employees, contractors on site, Customers and their Vehicles as part of Governance and Compliances i.e. the Hotel Industry Safety Act. OSHA) of 1993.
o May, I friendly request for Sun Group to please schedule a Round Table with yourself - Sun Group and you Insurer Partners to allow for us to speedily resolve any opens issues that may occur going forward due to this long overdue investigation unnecessary emails communications to finalise this claim ASAP.
o Friendly Greetings.
3. Thus, we friendly request a full detail Investigation, Site Walkthrough, Revised In-depth Detail Feedback on regarding the emails and Item 2. Above with associated subitems listed with level 4 defined points (Item Various Points) above i.e. this incident including the in detail review of the Zip File Email communications regarding the Track and Trace and visibility regarding the detail reasons why this claim was rejected / note Reviewed and why not approved.
4. Most import the fact as lessons learn to avoid this to happen again at your Sun Entities to protect your valued Customers, Pedestrian / Visitors and most important protection of people's Lives at all Times. What measures was put in place since November 2019 to ensure is the Standard Safety of the Sun Hotels Automated Gates compliances i.e. e Safety Test Certificate Log Register, the test and Replacements of Sensors / Beams and the Camera Surveillance to monitor and record such incidents at all times to avoid Miss Interpretation of incidents to proof the integrity of the Sun Hotel Group and their Sites globally.
5. Please share the Disclaimer Act of the Edenvale Sun Hotel in the meantime to align with Sun Policies in accordance with appropriate Risk & Audit parameters of the Group, including the Insurer Partner directives and strategy that support this legations.
6. Zero Harm : To People and there valuable Assets
• SALM Key Principals = Stop - Look - Assess and Managed
o The Smallest Incidents
Thus, we Trust you find this comprehensive detail feedback summary in order and request the same level of detail feedback from the Tsogo Sun Insurer Partners.

Safety at Hart : We are Safe, You are Safe and we All are Safe at all Times - Saving Lives

Bert Fourie
Managing Director
Mobile: +[protected]
Founder of Auto Image
Skype : bert.fourie2
[protected]@absamail.co.za

Hyde Park hotel hired Liala Interiors to do curtains for them. Liala Interior hired black people to do th job. After doing a job for a corporate hotel which was 32 rooms in March, these black people were extorted by both Hyde Park hotel and Liala Interiors. All they charged Liala Interior was R52k for a job that costs triple that amount but because racism will never end in SA they got zilch. Once this hotel is running & operating we will put it on stand still because they are In possession of curtains that black people did without getting a rent day & nyt & didn't get paid at all. Laila has sent numerous msgs saying this hotel didn't make payment. The hotel says they made payment & they don't wanna get involved. This is hogwash as we dealing with white people but then again this is how black people will always be treated.. I will not rest & I am already in contact With EFF. Please pay these black people for their time and labor as the curtains are in your possession.. Call [protected]

On arrival no porter to help with luggage. Room 151 which is at end of hotel. Find a trolley load luggage ourselves. Both females booked in from 28/2-2/3. Ask gentleman at reception to help as we need to go down stairs. Takes trolley pulls it down the stairs throwing our luggage off. Dial 9 for glasses for room am told we need to order drinks to get glasses. Worst of all friday 1 March we are at the bar to order drinks where other customers were having huge arguments about race which ended up in that all people of colour were offended. I ask the lady assisting at the bar to please give us our drinks as the language that was flying around was horrendous. This will be able to determine on your cameras. We asked security to please call more security which they did from the casino floor. All the securities did was just stand and look around while all the swearing and racial threats were going on. We eventually got our drinks and left with the arguing still going on. I went to relax for 2 days and was even more stressed when I left. I want someone to call me on [protected]. Patricia Mcpherson. If not I will go on social media as I know who the person is that what making all the racial remarks and I know you have cameras to view the incident. The 2nd day we had to have our cards rescanned as they were not working. Asked what the problem was shoulders were just shrugged. Had to ask to have coffee and milk replenished. I could go on but I feel I need to speak to someone from customer care. I used the spa as the intention was to de stress not get freaked out. I feel I wasted my money and should have gone else where.