Sun International
Reviews and Complaints

I lodged a claim with Sun International as I went to stay at the Sibaya Casino and my car got broken into. Christina Michael was "handling" my query. She never ever returned any of my emails and 4 weeks after me sending her the claim, her famous line was "Oh I was just going to come back to you".

Eventually after wasting a lot of my time, Christina bullied me into taking the settlement that was offered. Of which I ended up taking as I wanted this matter to be sorted.

She did not investigate the matter thoroughly and when I asked for camera footage of the night that my vehicle was broken into nothing could be provided.

Christina Michael portrays this image or perhaps is under the illusion that perhaps she pays for all my stay's at any Sun International resort? Or maybe I stay there for free? I don't know. As she treated me with absolutely no respect or etiquette whatsoever.

I will not be leaving this matter at this stage. I want the shareholders to be made aware of the calibre of staff that they employ and just how they treat PAYING CUSTOMERS.

Date of incident: 30th November 2017
account number:[protected]

After much consideration and weighing out the other casino's that I frequent, I regretfully will have to close my account [protected] as well as my wife's account [protected]

You guys messed up my birthday. The was an issue with my bookings at carnival and then after I drove off to return home you guys asked me to turn around to resolve the issue which I did only because I was late for my year end function and had to make a decision to salvage and get to my function rather late than not at all and not ruin it for my children.

This is not the first time I have experienced poor service deliveries from you guys. When I visited Morula a while back, 45 minutes later we left due to an incident which was poor management from you guys allowing people in the pools with drinks when you clearly do not which led to drunk people around our children fighting.

I have to say though all my experiences at sun city has been great and the service brilliant. You guys should take something from this establishment to improve across all the others.

I have been years with you guys and so has my wife but i believe that the experience has left a sour taste in our mouths and believe that your competitors right now treat us far better than you guys. It is sad that it has to come to this but we can enjoy our gambling at other establishments that will treat us right all the time.

Please cancel both accounts.

Regards,

CS Murugan
[protected]

Earlier this year I planned a trip coming up this thurs-sunday nov 2017. I called sun city for assistance and was referred to tripvisor for specials and booking.com yet they had a summer special on their website which they refused to advise me off. I then booked with a travel agent at a decent rate and found that a package direct with suncity offered vouchers to the value of R1300 odd per room (I booked x2 rooms) hence R2600 In vouchers. I then called suncity to ask to help book direct with them while I was in a timeframe to cancel and get a full refund from my travel agent. They blatantly disregarded me and said theres no availability. I was turned away and completely treated like I am making no sense when all I wanted was to make a booking and transfer the existing. I then called again and was promised call backs from managers twice, Nothing happened. I then called last Monday and was told the reservations manager would call back, 1 week went by and nothing. Today the people in management don't take ownership of the lack of service provided, they disregard me and call me a liar and said I did not call, they further insulted me and call my travel agent without my permission and cancel my reservation as well as expect me to pay R2000 more to book direct with them which I did not even agree too. I cannot believe the way people think, is it logical to pay extra R2000 all because of vouchers valued at the same price? how is that an amicable agreement as promised by management. Why would I even want to cancel with my travel agent If it means I need to pay more for the same value in vouchers I am expecting to receive in the first place based on their lack of service.

spent the weekend of the 20th - 22nd October 2017 at Sun City at the Cascades. we had 3 x 4 sleeper rooms as we were a family of 12 members. the rooms were booked on the following surnames ismail, kalick. rooms numbers were 109, 121 and 714. on the 1st night we found that our bathroom was infested with extra large cockroaches and spiders, pictures attached. we did complain about this to management but nothing was done about it. also our aircons and fridges in the rooms were not working and once again management did not rectify the problem. also bathrooms at the cascades pools were horribly dirty. staff at the reception as well as the restaurant were arrogant and not willing to help. really poor service from an establishment that projects the perfect vacation facility.

Dear Sir/Madam,

My husband and I checked into the Cabanas on Friday, 13 October 2017, only to find out that there was some kind of triathlon taking place right outside our room (room #2335) on both the Saturday and the Sunday. To our disbelief we were woken up at 5am on both mornings due to all the commotion happening outside.

This is completely unacceptable, had we have been notified of this when we booked we would of never booked at the Cabanas, if I want to be woken up at 5 am I would of stayed at home.

I would like to know how this is going to be rectified.

Regards
Artemis Taylor
[protected]
artemis.[protected]@icloud.com

Please see my review I posted on Trip Advisor. This stay so far has been a complete joke, tried constantly to contact the GM even HQ with no avail!
Trip Advisor Review...
Shocking, surely this is not a 5 star hotel?
We have not been here a night yet and from Check-in it went down hill. Ok, we arrived 30 mins prior to the 1400 check in, first impression however gave me a 3 star feel. Overcrowded lobby, countless porters waiting with luggage, 2 of 4 check-in staff with a long que. Having waited 15 mins it was now 1345. For a 5 star hotel of which I am very much used to, this experience did not live up too. Not once was my name mentioned, I was kept waiting whilst the check-in clerk was talking with housekeeping whether the room was cleaned... Apparently not and it seems a dozen others were waiting too. Again my name wasn't mentioned but I was told to come back at 1400.
No problem after all 1400 is check-in time. I quick drink in the terrace bar crowded with smokers? 5 star hotel with children?
so at 1405 again I que with countless guests waiting, lobby still full of luggage. Again nobody addresses me, I get a flippant comment, Eish, come back in about 15 mins.
Sorry, not good enough.
I ask concierge to call the Manager on Duty, I wish I never bothered. The lady turns up listens to my complaint, says to me she will "fix it. I tell her I will sit and wait outside on the smokers terrace!
17 mins later nothing. I go back into the lobby and see the MoD serving other guests since the lobby is still full of luggage and other complaining guests. By this time my patience has run dry, I speak with Concierge again tell him I am not waiting any longer and he need to tell the MoD I am more than annoyed with this.
Nothing happens. I finally get to talk with the MoD and she is bemused why I am so annoyed. I ask her why she left me for 17 mins without informing me of what was going on. She denied that and said I only talked to her"just now and the that everyone was busy"! I told her it was supposed to be a 5 start hotel, and this experience was a joke. She sucked through her teeth shaking her head and gave me our room key.
Complete joke. Now, trying to complain and speak to the GM... impossible, even tried calling HQ...
There is far more but I have to continue another time. The whole establishment is in serious need of an upgrade, in every way.
I will never come here again, I do not recommend this place and believe me this is a 3 star hotel masquerading as a 5 star hotel. Laughable

https://www.tripadvisor.co.za/ShowUserReviews-g312652-d306614-r529578899-Cascades_Sun_City-Sun_City_North_West_Province.html#

We’ve been coming to Sun City Since 1981 and at least once a year. The place is slowly deteriorating. The place is so dirty. We had to clean our own table and wipe down the chairs at the adult pool in the Valley of the Waves and on top of this we can’t get a tea or coffee. They don’t serve hot drinks have you ever. We had to get our own downstairs in a take away cup. Last year we came and there was a coffee machine at the bar. Also the new Sun Central the old entertainment Centre is very disappointing and some shops are half empty. The pharmacy especially compared to what it use to be like. Where’s a decent bookshop. There is a shop called Content with a dozen books on the shelf. Bring back Sol !

After we checked in we noticed that the pools at the Cascades were green (it was unplanned maintenance). We were unable to use the pools the entire weekend.

Upon check in we got stuck in the lift on the 7th floor, this happened at least 5 times over the weekend - bearing in mind that my sister is claustrophobic! it was an absolute nightmare. We ended up using the staircase eventually because it became so unbearable and frustrating. There was only one lift working this past weekend, considering that there are over 200 rooms, you can just imagine how long we had to wait for the lift itself. On the 7th floor there is no indication as to which floor the lift was on, it was ridiculous.

The BMW badge was stolen off my sisters car at the Cascades parking on Friday night and management just offered to fill in a form for an insurance claim. Hotel security is pathetic.

We received vouchers from the memorable moments special. We were only able to get a table at Bocado at 20:30 we waited about an hour or more for our food. We left after 11pm, no complaint was laid with the manager as at that point we just wanted to leave!
Please check the restaurant records, ie the time the food was ordered versus the time it reached our table.

The kettle in our room was rusted (I have a photograph as proof), it was so unhygenic, the still water in the room looked as if the glass bottles were just refilled. Its not for us to call the hotel to remind them to do their jobs and ensure that everything is in order.

We stood and waited more than 30 minutes to be seated for breakfast on Sunday morning.

Our experience was absolutely terrible. We were anything but relaxed. The hotel manager gave us one nights accommodation back however we would like to request a full refund. Thank you to the manager on duty for the prompt feedback however after some thought we would like to request for a full refund as this stay was no value for money at all. Im saddened and dissapointed to say the least. We looked forward to this weekend and spent thousands for dissapointment. Put youself in our shoes, how would you feel?

We travelled for 3 hours to get to Sun City and it was stress from the word go! This holiday was a waste of my time and money. I will be sharing my experience on social media as well

To whom it may concern:

During a weekend away with my family between the 4th and 7th of August 2017, I sprained my ankle on the morning of the 5th while descending from a hill outside our chalet (Vacation Club, Room 412).

At the bottom of the hill in front of our chalet, was a uneven surface which was unnoticeable because it was covered by grass. I stepped on this uneven surface while carrying my 3 year old back into the chalet causing us both to fall and me “spraining” my ankle.

As I couldn’t walk, I was collected by the ambulance and taken to the clinic where I was giving a Voltaren injection and was prescribed Cataflam D (my husband had to purchase this at the chemist). My foot and ankle was bandaged up and I was advised that should my foot change colour I was to go to Rustenburg and go see a doctor there.

I was taken back to the chalet and later requested crutches as I was unable to move around. The crutches were collected by me in the Vacation Club reception area was I was requested to give a statement of what happened. I too was advised by my father in law that a gentleman had come to the chalet to take pictures of the hole in the ground, yet it was not covered or demarcated, up to and including our department on Monday, 7 August 2017.

Upon my return home (Johannesburg) on the 7th of August 2017, I immediately went to the casualty department at my local hospital due to pain and swelling.

The doctor on call took X-rays but could not see any broken bones and they were unable to perform an ultrasound due to the magnitude of the swelling. I was then put in a splint for 10 days and advised to stay off my feet, I was also unable to go to work due to the splint and the doctor booked me off until the 11th of August 2017.

Upon my return to the hospital 10 days later, the bruising had increased and I was again taken for X-Rays and an ultra-sound, the latter of which showed a partial tear in my ligament. I was immediately sent to meet with an Ortopod to assess the damage. He then sent me to an orthotist to be fitted with an “air-walker/moonboot” and also suggested I attend physiotherapy in order to strengthen the ligament which was partially torn, again I was booked off work for two days.

I am now stuck with a mountain of medical bills and unable to drive for at least 6 weeks which is gravely impacted my life in the the sense that I cannot look after my family (I have two young sons) in the way that I normally do and need to be driven up and down to work by third parties.

I therefore hereby request that you kindly look into this matter and advise how this will be resolved agreeably as I strongly believe that if the area where the hole in the grass was, was demarked, I would have never stepped into it and I would not be in the position I am today.

I await your response hereto in due course.

Regards,

Chantel Ferreira