Sun International
Reviews and Complaints

I recently visited Sun International's casinos and was blown away by the world-class gaming experience they offer. From the wide variety of slots and table games to the exceptional service, everything was top-notch. The atmosphere was vibrant, and I felt like a VIP throughout my visit. The Sun MVG loyalty program is a great perk that rewards you generously. Overall, my time at Sun International's casinos was truly unforgettable.

Hi,

I have been following up with Sun International on an overcharge that was done. I sent them all the required documents and filled their form. They went quiet on me-no mention of when I will get the refund. It’s disgusting how such a big company doesn’t understand customer service and experience management. I need the money refunded- this is now as good as theft!

Member number 87173 RCI SUVC 08869

I have space banked my point on the six of December 2023 i have since spoke to Koketso 31/01/24 they they can see points are banked I should contact RCI I contacted RCI and then they say they have no knowledge of the space bank then I contacted Mpho 05/02/24 to no avail to date I don’t get any answer this absolutely absurd I don’t know what else to do i am out of ideas can someone please assist

Good Day,

May you please assist me.

My booking was cancelled on the 8th June and as per below refund will be within 7days

Cancellation terms

This reservation can be cancelled without costs until 7 days before arrival. In such case the amount paid will be refunded within 7 days after cancellation was

submitted. If cancellation is submitted after this time or guest will not show at all, the property will charge 1 room night. It is required to provide credit card information or make the payment of 1 room night to guarantee the reservation.

Today is the 8th day and payment has not been received and no one responded to my first email.

May you please advise when I will receive my refund?

Thanking you in advance for all your help.

I have tried over numerous times from the 23/01/2023 to make a reservation for a 40th birthday, can you be experiencing such high volumes, I have tried the mornings, in between during the day and right now, each times I waited over 15 minutes, what service it this, on your site you have a function to chat but the wait period is over 7 to 9 hours response time. I say change your process if your call center cannot handle the volume... I have even travelled to Sibaya and bookings can only be make via the reservation number. I am extremely disappointed.

There was supposed to be an event on 28 Jan at Super Bowl,However Somizi decided to move the date,that was so unprofessional of him considering the date he announced it way earlier,now it’s not my fault i can’t make it on the proposed new date.Suncity does not want to give my full refund, The staff is so unprofessional they chew while on the phone,never respond to emails yhoo,can I please have my money back R5400 in full

I regrettably signed up for vacation club - or should I say was pushed to sign up under the false pretenses by the salesman around September/November 2022. We have been trying on numerous occasions since November 2022 to sort things out that were promised to us by the salesman that it is clearly evident he lied to us in order to make a sale. Despite numerous emails and attempts to resolves, no-one from head office even bothers to resolve or reply. Now we just get ignored on any and all attempts to contact anyone.

Salesman, once again, promises that head office will call to discuss - yet nobody does. All sun international is worried about is making a sale, and they have zero customer centricity. My advice to everyone is to be very careful and weary when approached by vacation club sales, and don't believe any of the stories and sales pitches they tell you. It's all lies.

I am extremely disappointed that an establishment such as this conducts its operations in this manner.
Rule 1 of hospitality - customer is king and is actually paying your salary.

Good morning, I have logged this complaint to Mrs Elizabeth Vengani C/o Sun International on the 5/01/2023. She as forwarded the mail to one Bright from Wild Coast Sun.

My complaint as follows:

Dear Elizabeth,
This is the second mail I sent with no response.
Apart from the two emails sent, I called the central reservation on three separate occasions.
On the first occasion, I waited for 37 minutes, no one picked up the phone. I followed all the prompts.
On the second occasion, I waited for 17 minutes, and the same story.
On the third occasion, I called Wild Coast directly followed the prompts, and ended up at the Sun City offices and spoke to Lako
Once again, she was not helpful and failed to assist me. I then requested for me to speak to her supervisor, and she told me he is not available.
I then requested to speak to the manager after waiting for 15 minutes. She responded she will get him or her to call me.

To my surprise, you called me.
I called the Wild coast sun for the second time and followed the prompt to the reception.
Once again no one bothers to answer the phone. This took 5 minutes.
Is this the service one receives from Sun International?
Yet the hospitality industry is struggling to make ends meet.

This morning the 6/1/2023 I called and spoke to one Stanley Maki, to speak to Mrs Natalie More, yes, she was on leave, second in charge was on leave.
This is the company that prides itself on "Customer Service"
Thank You
May I quote the words of your General Manager stated on the website under his profile

"Working in our Industry is a way of life – After 32 years I am just as passionate about my work, the service we render to our exceptional patrons, our colleagues and our shareholders. I consider it an honor and a privilege to work for this great company."

I reserve my comments

Kind Regards

I sujith rabilal was at sibaya casino on the 16 December 2022 page number 2618 I fell asleep no way near the casino but at a taxi rank on the premises due to me being under the influence of alcohol I was then awoken by a security manager and asked to be followed by him scream at me I respected him n went he banned me for a year sleeping at the taxi rank however i do feel sleeping is not a crime but nature for some reason or the other a few days ago he called me n gave me 24 hours in my opinion I think this was not called for as he is abusing his power my question is I have pictures of other ppl sleeping at the same spot y didnt he ban them as well I think he is doing his job but treat every one equal I would like if u look into this matter with many thanks my phone number [protected]

So I have been avoiding sun international for a while now, since we been experiencing non satisfactory service from the group but today's was HORRID!

I called to booked for the complementary stay as previously at the palace, 2 adults, 1 child 3yrs old.

I was told I will need to book an additional room for my 3year old, are you joking me !

A 3yr old needs his own room, supervised by who and why when I can share a bed?

I should adhere to the terms which only state 2 x adults breakfast only , which we never sway from paying for his if they insist.

Sun International, I avoided you for a reason and now I know why and this was the last straw.

Incompetence from call centre people, and no superior to deal with this.

PS: the screenshot state that the t&cs for palace shows, children under 19 eat and stay for free when sharing with an adult.

Good Day

Kindly provide me details where I can escalate my request/enquiry.

Regards

Tumisani

-----Original Message-----

From: SEKGAPHOLA, Tumisani (PRE)

Sent: Friday, 2 September 2022 11:11 am

To: 'keneilwe.[protected]@suninternational.com'

Subject: FW: Confirmation# [protected] Sun City Cabanas (PROOF OF PAYMENT)

-----Original Message-----

From: Sekgaphola, Boitumelo (B. M.)

Sent: Wednesday, 31 August 2022 1:51 pm

To: [protected]@suninternational.com

Cc: SEKGAPHOLA, Tumisani (PRE)

Subject: FW: Confirmation# [protected] Sun City Cabanas (PROOF OF PAYMENT)

Greetings,

Above is proof of payment.

Kind Regards,

Boitumelo

Poor service at resevations, poor and unprofessional service at your reservation department. Elderly people who have bad technology experience, and aren't experienced enough to make on-line resevations, and rely solely upon the resevations team to provide them with the best as possible service and assistance with their resevations. Kindly contact [protected] urgently and provide us with written confirmation of receipt of this complaint. I am astonished that a multi international company such as Sun International has to be reminded by the customer of this poorly and unprofessional services.

I've tried several times to contact Sun International to make reservations, even left a message but got no response

I've practically been sitting on the phone the whole day trying to get through and wasted so much of my airtime with no joy

pathetic service sadly

Also my last stay at the Cascades was not as great as we thought it would be, the manager (Frans Thombo) AT BREAKFAST REFUSED to allow the waitress to bring my 6 year old son water, said he must go and get it himself its self service. He was very unfriendly.

Also I lost, you guys don't pay

so on top of all this im still trying to book but again disappointed

Good day,

On the 12th of February 2022 I wanted to make a booking for the 29th-April - 1st May 2022 at Sun city. The Sun city website showed that all the rooms in Sun city I fully booked on my preferred dates. I was then referred by a staff member of Sun city to her colleague who is able to assist with making staff booking on my behalf. I was then requested to pay a deposit R1700,00 which I did. I have been following up on the booking confirmation since then and nothing seems to materialise. It looks I have been scammed by one of the Sun City employees as they claimed to have made my booking through staff access, however it turns out that the booking has not been made yet he took my money. After numerous back forth of not receiving any booking confirmation, I then requested for my refund on 21 March 2022, and I was promised that I would receive it between the 22 and 27th of March 2022. Up to now there has not been any refund sent to me.

I need assistance retrieving my money so I can look for an accommodation elsewhere

I have all the evidence to back up my complaint.

Looking forward to hearing from you

GrandWest, Used to be a fun place but with my experience from my last visit I doubt it wil be fun anymore.

I am a skilled player that has over 30 years experience in playing Roullette, and that is all I am playing,

They are welcome to Let me do a lie detector on me,

Never have I cheated and and have lost millions over the years. But picked up skills that makes them use unconventional methods to let you loose.

I can understand if they use this Methods to get rid of Former dealers, and dealers from other casinos, that was thought the tricks by Them,

The Roullette wheels are rigged and we all know it, In all Fairness it is designed for the house to have an edge, Its all fair, but to play against surveillance, is not fair and to crush Years of experience is not fair. I have lost millions over the years and give me a fair chance to play for it, using surveillance to take my money isn't fair.

Don't Get me wrong, I am not a sore looser, but this is the second time this is Happening that I know off.

Make It a fair game! My God, When you have a Atomic bom and I have a bat, Why would you use a atomic bom then, it doesn't make sense.

People should stay away from Roullette..

GrandWest Is a Good place, And Good entertainment, only down Thing is they are Very bad loosers and that to me, is Showing that the Gambling Board allows This to go down. I Can proof that I am skilled, and I can proof that I was target unconventional.

After 30 years and you don't have I skill set, You should give up.

Thanks Grand West Showing me You can Bully And Thanks For The Gambling Boards for allowing Things to go down like this, You should look out for the people also not only for the fat cats.

 

Soho Hotel The most unhygienic resort with the rudest staff

The experience was shocking to say the least. We booked at Sun City from.the 10th to 13th January 2022 with a group of 10 adults and 5 children. It was the worst holiday experience and we regretted wasting our hard earned money . From the time we entered we were given a run around. 1.We had booked 6 rooms at the Cabanas with 15 guests and travelled 10 hours plus to get to Suncity from Durban.Only to be told that the Cabanas was closed. none of the staff on duty could confirm were we should go. Eventually we went to the Palace and 1 hour later was sent to Soho. 2.Check in was a nightmare. The lady at check in was not even aware of what the suncapes plus was on after being on the phone for another then realized how the vouchers should be used. 3.Were given 5 rooms on 1 level and 1 room on another level which confused the porters to an extent to were we had to eventually offload most of our own luggage. 4.We only checked in at 5pm wasting 3 hours of time which was paid for by myself. 5.We then got into the rooms and the showers was ice cold.We called reception who sent maintenance who asked us to run the taps. To our dismay the mixers in the showers did not work.During the duration of our stay the water was either boiling or cold.needless to say we had cold showers almost daily. 6.Room 653 the toilet was not flushing and even tho maintenance was called it continued to be an issue, leaving the guest with no working toilet. We complained to 3 managers only to fall on deaf ears.We were not even given an option to move rooms. 7.Room 651 had to be moved to 659 due to excessive noise from the neighbors. 8.Room 659 was a disaster. The shower was not functioning properly. The guest found dirty towels with literal Faeces on it.Spoke to 3 managers and not 1 off them came up investigate.Instead we were give a run around to a point were the reception stopped answering our call 9.Room 656 we found more dirty towels one which was blood.We have pictures of this and still nobody even came up to change to towels or do a quality check.The cups were not even washed for the duration of the stay. 10.The most shocking event was yet to come. After having breakfast I was exiting thro a gate when one of the chef approach me aggressively and slammed the gate and said you can't exit use the other gate. Having seen this my brother came to ask him wat was his issue .He become more irate and screamed that she cant exit from this gate.My brother asked him to put a sign to which he responded why should I.He then responded that we should **** off from the breakfast area.He created such a scene that his manager had to calm him.Even tho this was reported we recieved no feedback from any managers. We spoke to 3 managers on duty the last person being Ayanda who confirmed we would receive feedback by dayend Thursday. We have not received any feedback. When checking in we were not even informed that the passes for the resort was part of the room card so therefore we had not retained them. It took us an hour to explain to the manager on duty the issues we faced and another to reprint all the passes. IF SunCity thinks an upgrade from the Cabanas to Soho was supposed to be a positive unfortunately I would have been happy to spend my time and hard earned money on a 3 star resort and enjoyed myself. We spend almost R40k to stay in a dirty unkempt resort with such poor hygiene standard that there is no QUALITY checks done in the rooms. We kept getting a response that the matter is being investigated yet not one manager came up.to check the room condition the showers toilets etc. It is absolutely disgraceful that considering the world is facing a pandemic the hygiene and covid protocol is a joke . The manager though that leaving cheap wines in the rooms would make up for a disappointing and waste of money spent on what was supposed to be a wonderful dream vacation. We previously stayed at the Palace and enjoyed the stay so much that we brought a group of 15ppl only to be embarrassed and treated so badly. I expect a call from the resort manager as nobody seems Interested in remedying this situation . I am going to share this experience to as many people as possible as it's unfair to let people waste their hard earned money on a resort were you are treated so badly. I await a call from Ayanda Khwathe.

Update: Recieved a call from Ayanda Khwathe who denies receiving these complaints and insinuated that my guest and myself are lying about the issue faced.
She become very aggressive over the phone and refused to listen.

I am shocked as to how any client can be treated so badly by a reputable institution.

I will not rest till I recieve a proper resolution.
I have lost over R40k and peace of mind for a holiday that I spent my hard earned money on.