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Sun International

Sun International review: Service and room

L
Author of the review
7:43 am EDT
Verified customer The reviewer confirmed their account using Google. Learn more

Good day,
About a month ago a received a message from Sun International giving me a 2 night complimentary bed and breakfast for 2 "gift". Being the closest option to home because Grand West Casino wasn't listed as an option I decided to come to Golden Valley in Worcester.
Very excited I decided to also invite my folks with and booked another room for 1 night aswell. On Saturday, 31 August I called Golden Valley to enquir about the cost to add another night and the cost thereof. I was really surprised to hear that I would only be charged R450 for an extra night, so I decided to book 2 extra evenings for the additional room and 1 extra evening for the complimentary room, so now both rooms were booked for 3 nights and check-in would now be on the Sunday, 1 September.

Original booking was:
* 2 nights (on complimentary 2 night stay) - check-in 2 September and checkout 4 September.
* 1 night (additional room for my folks) - check-in 2 September andcheck-out 3 September.

Revised booking:
*2 added rooms(1 room for my folks and 1 room for myself - check-in 1 September (wanted to come earlier hence the date change). Then the original arrangement was to stay as it was...
*2 nights (on complimentary 2 night stay) - check-in 2 September and checkout 4 September. (no change here).
** EXTRA ROOM BELOW WAS ADDED As it was originally only booked for just 1 night 1 night (additional room for my folks) - check-in 2 September. Stays the same. Paid R836 for room. andcheck-out 4 September.

The lady confirmed all these details with me and said there would be no issues when I arrive the next day, 1 September.

When we arrived the lady at reception wasn't at all welcoming. I had to keep explaining to her the new booking which took her about 30min to sort out. Then she told me that I'll be staying in room 104 from 1 September and I'll be moving to another room on the 3rd.

I asked her if they can maybe put me in a room where I dont have to move at all as it's not really convenient to be moving around on your last day. She never answered...

***Anyway, finally got to my room and was really disappointed. I immediately saw that the air vent above me wasn't even covered. I saw the cleaning lady and called her and showed her this. She said she would report it immediately and someone will be here straight away. After over an hour I had to go down to reception and ask the to send someone because it sounded like the aircon was gougg to explode. About 15min later someone showed up and got on a chair and just closed the air vent. (firstly, they must have known there's an issue with the aircon, or why else would it have been open, and secondly, there was no reason to have a guest waiting over an hour for someone to assist.)
***If you're in the bathroom you look into the shower and the shower is full of black marks or stains. I showed the guy that fixed the vent the bathroom and he got some cleaning liquid and tried to scrub the areas in the shower but it seems like there's silicon over it
He dismissed this as just being "grout". He then said he can ask someone to sort this out and wanted to know if I wanted to be present while they fix it.

I told him to just leave it. I just won't be using the shower, but they should maybe just keep it in mind that it's not an inviting site to see.

So after all this, when I finally came to bed and fell asleep, I was woken up at 6am by workers talking non-stop right by my bedroom door. I got up and I put the note on my door that says "privacy please". This also didn't make a difference. It continued until about 8:30 before they finally stopped.

At 12:30 I went to reception because the lady at reception from the previous day when we checked in said I would need to sign again for the complimentary 2 nights that would start tonight, 2 September. Whilst at reception I asked the lady what time I would need to checkout and check into the new room. She told me that I needed to be out by 11am and will only be able to check in again after 14:00. So I asked her if there's a possibility that I might be able to check in earlier seeing that I am already a guest and it's already inconvenient having to move and I don't wanr to be sitting outside for over 2 hours. She just said, No!

I then said that I can't believe it. All I've had since I've arrived was bad service and attitudes and I. Very disappointed in my room and no one seems to care. She just pulled up her shoulders and shrugged it off. Never asking what the problem was, or why I'm unhappy at all.

I was truly shocked.
I came here to have a good time and to treat my folks seeing that it's my father's birthday today. All I'm having is a terrible time and it's not like I got everything for free. I've paid in a total of R2236 for this and I'm being treated like anything but a guest.

I will never come here again and I will never recommend Golden Valley to anyone, because all I've had was disappointing and bad service.

Regards
ML VAN EMMENIS
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