Sun International
Reviews and Complaints

On booking at the cabanas on 3 July 2018, I told the lady (per telephone call)that took the booking at the MVG desk, that my mother is 82 years old and that I need a room as close to the road as possible as she likes to play at the Casino and need to access that easily. She got the booking wrong as per SMS received and I had to call again to rectify (My mother, S.M. Barkhuizen was booked for 3 June 2018 and I (G. Meyer) was booked for 5 June 2018 initially.

Trouble at Reception Desk of Cabanas:
The booking agent, a gentleman, got it right the second time around. We were told to ask the Reception Desk upon arrival for a room with easiest possible access to the Casino/ or road. We did so. My mother walks with a Walker, very slowly. She had several knee and spine operations and therefor walk with great difficulty and pain, as osteoporosis made her bent over with a hunched back. Everyone could clearly see that she struggles to walk at all. The lady at Reception gave us a room at the bottom of the ramp, in the next building (part of the Cabanas) after we asked for better room access . She said they had no rooms available on Reception level and that all the rooms are on the bottom of the ramp.

None of the wheel chairs were in working order. Some were without a wheel, and the other without handles sitting place and all of them had not feet steps (there were only 2 x broken wheelchairs in the store room). So we had to struggle with great difficulty to get down the steep ramp to the rooms. My mother was in absolute agony. Later, when she felt a little better, we had to go up the ramp again to get access to the road to get transport to the Casino. Again I asked the reception if they could not help us with easier access. Again, the reply was negative. No one was prepared to make a plan. The lady behind the desk just looked at us with a blank face and said: "No". No effort were made to find another solution or at least say sorry that indicate any care whatsoever. My mother was standing next to me at Reception so the lady could see how she struggles. She turned to the next guest and ignore us.

Later that night, we had the same procedure. By then my mother was in extreme pain. So we packed our stuff and left the next day, vowing to never return. However, on our departure, a caring porter asked why we did not stay in one of the paraplegic rooms, on the same level as the reception. Not one of the reception ladies mentioned this, even after I asked for easy access and they saw what my mother looked like and how she struggled. She saw us struggle up and down the ramp, and just could not care less.

Accessories in room not in working order:
My mothers room: Nr 2420, the one bedlamp was not working. As it was not serious we decided to report it the next day only. In my room: 2421, the hair dryer was not working and the TV kept on freezing. I got maintenance out, who brought another hair dryer, but did nothing to fix the TV. He said he can only report it the next morning when staff arrived. It was 16h00 in the afternoon when I lodged the complaint.

SUGGESTION 1:
I want to suggest that you train your people to think and to show care. Perception of care in the Hotel business is crucial for repeat business. This simply means: look at the customer and think how you can improve their experience by looking at a few things: can they walk? If not, suggest a solution, like a working wheelchair or paraplegic room. If they see the wheelchair is not working, do not put it away, for then the problem persists: get maintenance in and demand that it gets fixed immediately. Also do not just say NO, try and look for a solution. Thinking about solution is the success of any business and definitely one's career.

SUGGESTION 2: Fix your wheelchairs or invest in new ones and keep them in good working order.
Even at the Casino, we could not find a wheel chair. Hotel people forget that people like my mother, although 82 years old, with a very bright mind, has much more spending power than me that is half her age. If Sun International brings us the broken wheelchairs, the perception is the same as someone throwing something at you with the thought: "You stupid old woman. You are wasting our time." It is absolutely perceived as disrespect.

SUGGESTION 3:
Inside the Casino, it was only Mugg and Bean who's MVG's system worked. We built up points for spending that at Sun City. We have spend many thousands in the Sun City Casino and expect this Grace (points to spend on drinks, food, etc), if given, to work as promised.

COMMENDATION:
I must however, commend the porters and people welcoming the guests. They had humble attitudes and went through a lot of trouble to make us feel welcome and help out with my mother's situation.

CLIENT CENTRICITRY
We drove from Pretoria to have a good time. We returned very disappointed and feel strongly our time and money was wasted, with no value in return. Hopefully you can teach your people what Client Centrality means. It cost only a little thinking and making the customer believe that they are cared for. This will make all the difference.

Regards
Mrs Golda Meyer
[protected]

Good day,

I am very much unhappy about making accommodation with Sun Internationals at Sun City. Last week on the 16th May 2018 I made a booking for our CEO, the booking was confirmed then yesterday they send me an email saying the booking has been cancelled because there was no money on the company credit card but now why was I not told of that the following day and why cancelling the booking knowing very week that he is attending the National BHF Conference next week and he must have accommodation. This morning around 10h00 asking them about this and up to 13h00 there was no reply and at 13h00 I called and spoke to Zakhele and he advised me to send him an email of which I did and he did not respond nor check the email until I called him back at 15h26. He only checked it then and he said it only came now so then alone was strange as to how long does it take for your emails to reach you. I must say I am very much disappointed at this service for such a well known company. One thing let to another ans we are talking about the accommodation for the CEO of Thebe and on of the directors for BHF. Then when I called at 15h10 I was supposed to be put through to Zakhele and waited for more than 5 minutes then someone just handed up on me and then had to call again and waited then Sylvia answered and eventually I got him and it looks like his line was not so clear. but he cave me the new reservation number [protected] and kept me on hole saying he is sending me an email but waited for more than 15 minutes on the phone as she said he wants to check if he can get someone else to send the email for me. Eventually the emails came.

Dear Sun international,
see below a letter (one of numerous) to Sunbet referee.
They refuse to call or email me.
I have been requesting a manager contact me to sort this out since November 2017.
I spoke to a Albert Joubert once, and he promised to come back to me, which he did not, in the meantime I have requested about 20 times that him or someone call me. Not once did they get in touch with me.
I have had some win bets cancelled that was offered, if you get in touch with me I will forward copies of bets and Tournament details, ie Emirates Australian Golf Open 2017, win bets cancelled

Dear Referee,

I have requested that somebody contact me 20 times now since last year.

You are talking absolute non sence when telling me my bets were taken and the results were known.
I take exception to these accusations and will not tolerate it.
My bets were taken whilts the tournament was being played.
You offered the betting from your side and accepted my bets, took the money.
You can check the times the bets were taken and the times the Tournament was concluded
Clearly the bets were taken before tournament was concluded.

I hope we can sort this out in a decent manner today, as I dont really have to time to report this to the authorities.
Telling me I knew the results and then the bets were taken, is not true, and will not be accepted under no circumstances.

I am sending a copy of this e mail to my attorney as well.

Regards

Wietz Botes
WiGolf
📞[protected]
✉[protected]@vodamail.co.za

We've been to the Cabanas in April 2017 and again in January 2018, this time with the extended family as we raved about the place and ended up booking 4 rooms to accommodate 15 people.
Our second visit left us very dissapointed.
We informed housekeeping of the following issues we had, and this was in one room:
No soap in bathroom
Bathroom door couldn't close, need to lock
Only one glass provided
No teaspoons
Basin - cigarette burn
Safe - battery low, works intermittently
Cupboard broken - door handle
Cupboard with pillows - hinge broken
Sleeper couch dilapidated
Broken mirror
Sleeper couch dirty with wood pieces & dirt inside once opened
Scatter cushions stained
TV not working - weak or no signal

Housekeeping did not seem too phased about the issues and provided us with soap, teaspoons and a glass!
The holiday has left a regrettable feeling about Sun City and we would not want to return to a place which is so badly maintained. We'll be planning our next family holiday shortly and Sun City is not on the cards.
Thought I would let you know about this and hopefully our next holiday would clear all the negative feelings about our previous experience.
Perhaps others have experienced something similar but has not let you know so it's best I provide you with this feedback.

Regards,
Lynn Robinson

Its been 4 days and no help what so ever besides empty promises that theyll get back to me regarding my gf handbag that was stollen while theres suppose to be 24/7 seveilange cameras what allot of nonsence if that was the case why did it happen how can one feel save playing slots at casino they could just aswell has cut our throats and nothing would have been noticed. Bribe money was gladly excepted to do their job they trained for and getting paid for but still we got robbed by a begger we complained about 4 days in a row nothing was done why wasnt he removed from the premises why was he left to steal from us?. What happened to customer rights? Why wasnt the sap informed straight away of the theft? We want awnsers and a selution to what happened not just emails stating theyll get back to us. We are thinking of taking this matter public so people can be aware of whats happening right under there noses and that they can be aware of this. People arrive taxis full at the casino not gambling 1 c walking and sitting around watching customers cashing out and drawing money to beg and later rob them also collecting all the white gambling cards from customers that didnt claim the r20 dep back using it for drinks at the r10 trolleys getting drink and bothering gambling customers what a dissaster! Black ladies selling sex to customers using the roadlodge for doing their bookings! Why has no one working for sun international taken notice of everything happening? Customers is getting drugged and there money is getting stolen. We all work for a living work for what we want just for others to steal from us. We want awnsers and want to know how can we get some of the money back as this would not have happened if security did there job. Iam waiting for a responce thanks mrs. H. Clarke

Wanted to report the Pathetic service experienced during the sunmet 2018.

Firstly, the booking of tickets (somerset lounge) with Dishfood and social, mainly Hurter and team was painful. Very poor communications and simple proof of payment could not be confirmed. After numerous calls and emails if was finally done two weeks after payment was actually made. Clinton at kenilworth tried his best to assist with this transaction, so hats off to him.

Secondly, on the met day, my dad and I had to walk from chukker road grounds parking to premises, after paying for parking and shuttle services. People on grounds didn't know where and when shuttles would transport people from chukker road grounds to the race course. We arrived at parking at 09:15.

Waited an hour at entrance line whilst our guests were already in the somerset lounge at 09:45, as they were granted entrance at entrance 6 gates, so double standards about entrance times.

Staff in somerset lounge didn't know what the drinks on the menu were ie we asked for passion fruit and lemonade and was told there wasn't any, I showed the waitress the menu and it stated there was passion fruit and lemonade and had to go to the bar myself and check for myself. I then seen there was passion fruit and lemonade available. Waitresses didn't know whether they do tabs or not, different waitress coming to tables, couldnt manage the tab, after it was arranged with Nante Pieterse and ID card given. Waitress kept on asking for credit card or ID after it being arranged with Nante Pieterse, this made me look unorganised infront of my guests. So no communications between team leader and waitresses. Very in experienced staff, a simple meeting with staff and catering crew would have sufficed so that waitresses knew the menu, knew about tabs and payments and about times for meals etc

Machines where bets were taken did not work, had to call out pick 6 lengthy selections, people taking our bets could not add and frequently took the wrong bets, which had to be changed. This also caused delays in bets as the lines were long and having incorrect bets rectified made it difficult for people to get their bets in time for races. Previous years we had the staff members with the mobile units walking around to lighten the longer lines for taking bets.

Food selections were not labeled and visible for people when they were dishing out. I had emailed dishfoods that my guests and myself do not eat beef and pork (religion hindu) and there was beef sausages in the chicken cuisine, of which my guests had already dished into their plates. Was told that lunch would be at 13:30 and food was out at 14:20 only, bad time management. Starters was a good spread, but the main course was low budget. There was hardly any meat in the lamb biryani. High tea buffet was very good however, strange that actual hot tea was not on the menu.

No sugar with hot drinks, simple food etiquette was non-existent. No cutlery after starters were consumed. Common practice to put out fresh cutlery after a course meal. Drinks were incorrect, asked for chivas and got another whiskey instead, so looked like the another whiskey was substituted instead of chivas and my guests know their drinks and brands very well. Only after I asked for the whiskey and ice to be seperated, could we see the difference in the strength of the drinks ie first batches were diluted and not exactly doubles.

Staff said light supper snack would be at 19:00, but they only came out at 19:40, which was after the last race.

Only after I placed a bad review online, I was contacted by Oscar foulkes, whom apologised for the poor service rendered and offered to zero the drinks tab.

My dad and I are always at the Cape met, and after Sun international took over last year, we were very impressed and invited our guests, whom are horse owners from Durban and the impression that was painted today, was not a good one.

Date of Incident: 12th January 2018
Client Number: 318043
Full Description:
I received a sms informing me that there will be a draw on 12th January 2018 at "Your favorite Sun International Casino" due to the fact that I updated my details online. I cancelled a business appointment so that I could make it for the draw at Sun City on 12th January 2018. There was no draw! I was extremely disappointed.
Desirable Resolution: A free Saturday night stay with breakfast.

Thank you.

I made a booking through booking.com for sun city... the room I booked was a luxury family room for 2 adults and 2 kids... I phoned in advance for a urly check in... I was told that they couldn't assist me ... we arrived on the 13th of January at the cascades hotel.. when we got to the room it was not at all a luxury family room.. the room was clean but except for the bathroom.. their was blood stains on the toilet seat and it looked like it was their for months... the service at the restaurant where we had our breakfasts was terrible we had to go and ask for someone if is it possible for someone just to bring us coffie ... it wasn't what I expected ... I was a employee about 14 years ago and the service was one of the best that we had... I don't know what happened...
I would like to have a response on this..

Hi to whom it may concern.

I'm so disappointed in Sun International, I've been staying in Sun City every single Month not only do you receive bad service sometimes you sleep in very bad conditions, no air conditioning, Phones not working or water in the taps is so dirty you won't even bath your animals in it.

My Main concern is, for the past Year I'm playing a lot of money and spending a lot of money there, attending draws and simply not receiving anything in return how can that be, I'm really starting to think that my card or something is set to loss, I don't know?. I thought perhaps my Tier points would at least gain with everything I've lost so far but it doesn't I'm still holding a gold card with every penny I've lost so far in Sun City... I'm so disappointed I want to cancel my reservation for January as well...

I Wanted to book 2 weeks in December in Sun City for the holidays but I didn't even bother it would've been a waste of my time and losing a lot of money again, The machines is set so that you only win a certain amount to keep you busy in the casino. It is all fake your card is set to win or loss if you win today a small amount you can be sure that you would loss double the amount next time you visit.

I'm so discussed with the MVG Membership, All this free complimentary bookings is [censor] you never get dates witch you would like to go and weekends is always booked out then they try and push you to book midweek witch is nearly impossible because some of us work during the week.

It is better to stay in the comfort of your own home and play online when feeling like gambling as going to a place expecting to loss and knowing that the service will be bad. All off above mentioned must be entertainment and not daylight robbery. All this promotions witch is supposed an advantage to us turns out to be a disadvantage, I've monitored the for a year now this is not just one incident that happened with me but a lot and ongoing, I spoke to other Members as well and they also saw what I was talking about.

I've send a Mail to MVG on the 12 Dec 2017 to [protected]@suninternational.com and until now no feedback received, So much for a loyal Customer, I think I had enough thank you very much. Also cancel mu reservation for the 14-16 Jan 2018. I don't want to go near sun International.

Erasmus Johannes van Biljon
[protected]
[protected]

Regards,

I was extremely disappointed with the amount of cost we had to endure in sin city valley of the waves.
When parking we paid r75 per person which is no where advertised on the internet (Tricking people). Then we paid a further r160 to enter valley of the waves. That so called man made beach is a waste of time. The waves weren't coming on time. We had to continue waiting for. The waves that did come was useless. I was in waiting for a wave for over 30 minutes. And to my disappointment the wave was useless.

Then if we would want to go to the outdoor pool we have to pay a further r50 per person. This is just robbery. My family and i (13 people in total) drove 2 hours to come to sun city and wasted nearly 3000 just to enter the damn vicinity.

Then there was a severe storm... Your undercover areas were useless. Rain was coming in through the cover. We live in a province where you can't predict the weather. Atleast prepare for the weather with good covering should it rain. Especially since we pay an arm and a leg to get there.

The sewage system is also terrible. It was raining and the water was just standing. I had my granny with me who is 76 years old. She could have gotten hurt very badly had she slipped in that water.

In short... Sort your [censor] out and stop robbing the paying customers!
All I can tell you is that sun city is over rated and my family and I will rather drive to durban to enjoy the beach than to come to sun city ever again! It will even cost us less