Southern Sun (formerly Tsogo Sun Hotels) review: Poor service and safety

25 September 2025

Dear Sir/Madam,
Re: Theft of Personal and Business Property at Southern Sun Elangeni.
I am writing to express my utter disappointment and frustration regarding a distressing incident that occurred during my recent stay at your Hotel, Southern Sun Elangeni from the 20 of September 2025 to the 21st of September 2025. Despite looking forward to a relaxing weekend, my experience was marred by a theft incident that has caused me significant inconvenience and financial loss.
On the 20th of September at around 21:30, while accessing the toilet facilities located at the bottom floor near the reception area, my cell phone was stolen from the entrance of the toilet. It was unfortunate for me that there are no cameras in that area.
The phone contained my business SIM card, bank cards, ID and driver’s license. As a result, I was forced to spend the entire night blocking my bank cards, blocking my SIM card, and dealing with the aftermath of the theft in an Internationally recognised Hotel like Sun International, where I would have least expected to have my safety at risk.
The loss of my business phone has had a substantial impact on my business and on my professional commitment, causing disruptions to my business operations and potential financial losses. I am extremely disappointed that a well - recognised hotel like yours, which prides itself on excellent service and safety, failed to provide a secure environment for its guests.
Despite reporting the incident to the reception, I was directed to go search for a local police station to file a report. Given my unfamiliarity with the area, this added to my distress.
I requested that the reception team contact the police station directly and arrange for an officer to come to the hotel, which would have been more reasonable and supportive approach. Furthermore, we had ordered coffee during this time, which we never received, adding to the overall dissatisfaction with the service.
Given the unfortunate incident and the subsequent service issues, I am requesting some form of compensation for the loss of a relaxing, stress-free holiday, as well as the loss of my business and personal property.
This would help acknowledge the impact of the incident on my stay and professional commitments.
I would appreciate consideration for:
1. A complimentary stay at any other Southern Sun International Hotel.
2. Reimbursement for the lost property and associated costs.
3. Compensation for the disruption to my business operations.
I hope that the hotel management will take my feedback seriously and review the procedures in place for handling such incidents to ensure a better experience for guest in the future.
I look forward to your response and a resolution to this matter.

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