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Sun International
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1.2 176 Reviews

Sun International Complaints Summary

7 Resolved
169 Unresolved
Our verdict: If considering services from Sun International with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Sun International reviews & complaints 176

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4:41 pm EST
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Sun International Double charge- incorrect billing, no refund

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!

Claimed loss: Over R2000

Desired outcome: Refund

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8:09 am EST
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Sun International I need problem solved I want to book for April but can’t due to this problem

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

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10:37 am EDT
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Sun International Slot machine rigged Meropa Sun

I played one of the slot machines last night alongside the wall at the back in the smoking casino. It's one of these games where when the pot's full it opens a screen and you choose disks to reveal whether you've won the Mini; Major or Grand Jackpots. On two occasions at least that I recall when touching a square it automatically defaults to a one that you didn't touch, in other words a lower amount like Mini Jackpot. I had two for Grand Jackpot and it wouldn't open up the third disk I touched. Automatically defaulted to Mini Jackpot. You want to tell there's not something going on there...?

Desired outcome: Investigation. I will provide my MVG card/account number as this is not on

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Is Sun International legit?

Our verdict: Complaints Board's thorough examination reveals Sun International as a legitimate entity with notable strengths. Despite a 4% resolution rate on customer complaints, which invites a closer look, Sun International stands out for its commitment to quality and security. Clients considering Sun International should delve into its customer service record to gauge compatibility with their expectations.

Sun International earns 91% level of Trustworthiness

Perfect Trust Endorsement: Sun International achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Sun International. The company provides a physical address, 22 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Suninternational.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Sun International website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Suninternational.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

According to our analysis, Sun International appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.

We looked up Sun International and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While Sun International has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 4% of 175 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Sun International protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • A website that contains sports betting information, it is important to be aware of the potential legal and safety risks associated with online gambling. Depending on the laws and regulations of your country, sports betting may be illegal or require specific licenses and permits.
  • While Sun International offers various gambling services, it's important to be aware of the potential risks and consequences of excessive gambling. If you feel that you may have a gambling problem, seek professional help immediately.
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10:08 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Sun International - Sun City Hotel

I am hugely disappointed with the way my family from Australia was treated at your Sun City hotel. I booked and paid well in advance for their stay. When they got to the hotel, they were told that they had to pay R13 500 which I had already paid! I phoned your head office who told me that the account was settled - ON THE SYSTEM! Once I sent the POP to Sun...

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11:41 am EDT
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Sun International Refund not processed, no response from the payments email

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.

Desired outcome: May you refund me as per your t&cs

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11:48 am EDT
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Sun International Security

Hi I was just banned today i was treated very unfair as there reason is a guest told the security (m.i.b) that I asked him for money they didn't want to hear my side of the story ND the guest that complained actually owes me money I just asked for my money that was owed to me he told me to get him at the casino to get my money I have proof,but again I wasn't given a hearing I come there every day ND loose money Im not stupid to ask anyone money cuz I made that mistake before ND wouldn't do that again.so I was unfairly treated my name is Cindy Martin [protected]) mvg account number ([protected]) I would like to ask u to plz resolve this situation because it's not fair I've been coming there long ND the guest in question wanted me to sleep with him ND I didn't want to I think that's his reason for getting me banned ND again I have proof.thank u hope to hear from u soon contact number ([protected])email address ([protected]@gmail.com)

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11:09 am EST
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Sun International Reservation

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.

Desired outcome: Why are they so many people including myself that cannot get through to the reservation team. Why cant we book directly at the resort if there is an issue,due to this desired plans cannot be fullfilled

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10:31 pm EST

Sun International Refund

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

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11:36 am EST

Sun International Club

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.

Desired outcome: Resolution of this issue, cancelation of the timeshare, no penalties charged and for someone to actually reply to an email or to pick up the phone and call me

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3:11 am EST
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Sun International Non response by central reservation

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

Desired outcome: I need a written apologies and compensate me for my troubles.

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6:22 am EST
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Sun International Unfair banning

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]

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12:03 am EDT
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Sun International Poor pay outs

I am a, regular supporter at grandest casino goodwood capetown. I spent thousands at a, time when I go there. I used to think I wax winning but realized that I have spent about R100. 000. 00 maybe more.., especially in the month of october, when it wad my birthday month and I lost such alot. I always play highest bet and lately get no pay out or very poor pay out.

I'm extremely dissapointed, and I think it's because there is not a completion casino in the area, that's why we are being robbed.. the talk around the casino is that the machines are rigged.

I trust that you will look into these complaints.

Desired outcome: I hope I can get my money back, I feel it was stolen from me, but I know that's not possible, so I hope that you can give suggestions on the grounds of my complaints and desired outcome.

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5:50 am EDT
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Sun International Reservations

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.

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5:11 am EDT
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Sun International Bad behavior from staff

I went for breakfast

And a argument broke out

The lady in the front started using the [censored] word.. She called the manager and he started using the [censored] word, I had two small kids with me, one is a cancer patient.. I was shocked at the behavior

With service like this.. Sun international hires poor staff with no hospitality skills.. Shocked.. First time I experienced such worthless behavior. I stay at other sun International hotels and never had a such pathetic experience..

Desired outcome: Staff needs to reprimanded for they actions.. They don't deserve to be In hospitality

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5:58 am EDT

Sun International unresolved booking at sun city cabannas hotel

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

Desired outcome: i need confirmation for my booking

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4:05 am EDT

Sun International [protected] bad service and poorly reservation department

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.

Desired outcome: Get your reservation department updated and up to standard cause you will need to be in line to get your business back on track with the economic crisis in acpesialy the hotel and intertainment industry.

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8:33 am EDT

Sun International Can never get a hold of anyone

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

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9:13 am EDT

Sun International Sun city staff member

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

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4:23 am EST

Sun International Grand Bully's and Gambling Board allowing it to happen

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.

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5:42 am EST

Sun International Shocking hygienic conditions and vulgar behavior from staff at sun city soho

 

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.

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Sun International contacts

Phone numbers

+27 117 807 000 +27 214 065 000 More phone numbers

Website

www.suninternational.com

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