Sun International

I visited the maslow at meropa hotel and casino on the first week of September 2019, during my stay I hang my jacket in the wardrobe which is worth R3800, which I forgot when booking out as it was the only item I hang in the closet. Few days later I realised that I left my valued jacket, I phoned the hotel only to be told that no one saw the item but investigations will be conducted, till today nothing has been done. Am soo disappointed with the service.

standing in a queue for 40mins to check in with 2 desks open. 2 clients taking 30mind because they cannot get the room they want. NO management to assist. We do not pay peaunuts to stay here the service is shocking. Surely if check in is at 2 you make sure that you have enough staff on board to assist? Everyone you ask shrugs their shoulders.

Dear sir Madam

On the tenth of august i was playing roulette machine on the ground floor very heavily that night and a before.

As i was beating i realized disappearance of my chips ( R100 - blacks ) from the table before a spin goes . The first i was not sure but second time i told the spinner. The section supervisor ( Cynthia) was notified and camera confirmed the act.

I have being waiting for the feed back since then, with bad push back from the casino personnel's.

I spoke to floor manager ( Brother Simon), he referred me to M/s S Manamela a manager too and sine then i have being throne from pillar to post.

I am a customer here and i cannot bring my personal security to the casino.
This behavior seems to have being going on for too long and casino actual is promoting it as they do nothing with it. They have access the CCTV camera's and can review day to day activities and protect their customers.

I want a equivalence of 35 x win from the black i played and i have prove it was stolen from the table ... The rest i could not figure out it will be my loss

Yours Unhappy Customer

D.M Ntjie ( MVG [protected])

Good day

We are vocational club members for about 6 years. This weekend 9 August -12 August 2019 was the first time that we were really unhappy about the cleanliness of the unit.

The carpet under the coffee table was so dirty I had to phone housekeeping to replace it. The supervisor ... I think it was Anna came and asked me if I want them to sweep it or replace it. I couldnt believe my ears. The carpet was so dirty. Looked as if some one stood on it with wet muddy shoes. I have asked her to please replace is. This was saturday... until we departed on Monday 12 August the carpet was not replaced nor did we get any feedback on the matter.

The tiles in the venue need a very good scrub. A mop is not good enough anymore. The tiles have a course surface and dirt from many feet and many months is trapped. Even the tiles on the veranda is terribly dirty.

The whole unit needs a coat of paint.

The walls next to the braai area is very dirty especially above the tiles. It seems as if the cloth that's used to clean the tiles is very dirty and leave a line of dirt above the tiles.

The kitchen cupboard on the left of the sink were the pots are stored leaks. Every time you take out a pot or pan its wet of water dripping from the sink. Its very unhygienic!

I cant see this unit running for another 4 years without being upgraded. We bought a 10 year time share and I feel a bit uncomfortable thinking how it will be next year with our 7th visit.

This is a very unique and special part of sun city, i would not like to see its reputation going down because of hygiene and cleanliness.

Our reservation P.J. Els (181096)

Thank you for your time.

Regards
Mrs A. Els
[protected]

CASCADES HOTEL BOOKING 3-6 AUGUST 2019

Over the last 40 years or so we have stayed at Sun City on numerous occasions Our recent stay at Cascades/Sun City was an unmitigated disaster. My brother and I booked 2 rooms at the Cascades as we decided to take my elderly parents (in their 80's) for a weekend away. My dad is a recent amputee and has a prosthetic leg. My mom and dad love the slot machines, We were looking forward to relaxing at the pool, watching the sport (ashes cricket and Liverpool vs Man City on DSTV. My mom loves watching movies on DSTV. I was personally looking forward to swimming at the Valley of the Waves which i was told by 3 of your staff whilst there would definitely be opening on Monday morning 5th August. (Great weather 30 degrees~)

We stayed in rooms 1007 and 1008

However this is what we experienced:-

(1) Air conditioning in the rooms not working properly - made staying in the room (especially 1008 most unpleasant)

(2) My Duvet cover was not properly cleaned

(3) DSTV did not work for 2 days - so we could not watch the sport or movies on TV

(4)- NO Wifi working for 2 days (The Cascades advertises free wifi)

(5) My parents and brother could not play the slot machines because they were offline

(6) No water in the Cascades Swimming Pool ( Going to swim at Cabanas or Vacation Club not an option as my dad has a prosthetic leg and battles to walk (walking with crutches)

(7) Valley of the Waves did not open as we had been assured on 5 August - so one of the main reasons i came on the weekend could not be fulfilled

(8) Very poor meal at Calistos (Not your fault) but we noticed that most of the restaurants have a very poor rating on Zomato/ Google Reviews etc - e.g. Bocado scores a pathetic 2.9 - Sun City's food options have gone down dramatically. Crystal Room - incorrect outdated menu prices on internet (not your fault)

The only saving grace was spending time at the Pilansberg Game Reserve and having lunch at the PIlansberg centre. I also commend the breakfast at the Peninsula which was excellent.

In a nutshell a 5 star hotel delivered a 1-2 star experience. The majority of amenities which we paid for were not offered/working/available

As a result of all the above we actually checked out 1 day early - something i have never done in my extensive travels

I briefly made telephonic contact with Mike Masilela (Hotel Manager) who told me that he was on leave but back today (9 August). He indicated that he would "sort this out"

I am intending to relate our experience to;-

*The Head of Sun International South Africa

*The Hotel Ratings Council of South Africa

*Wendy Nelson - MEC Tourism in North West Province

* Job Mokgoro - Premier of the North West Province

* Trip Advisor etc

I would hope to first hear from you (Mike Van Vuuren andMike Masilele) within the next 72 hours -

I await your response. As mentioned before we have stayed at Sun City many times (although not in the recent past).

Yours Sincerely

Larry Benjamin
[protected]@yahoo.com

Apologies for the late response, but I have been busy and only found the time to do this now. I decided to book a family get away at the palace for my 40th birthday, as I wanted it to be a memorable experience for this milestone occasion. It was indeed memorable but for being a very disappointing stay, one where I felt I did not experience a 5 star luxury stay and value for money. We checked in on 2nd march 2019 a family of 4 for a 2 night stay, your receptionist allocated us to a room with a king bed and 1 single bed. We expected the 3rd bed to be the sleeper couch as that is what we were told was included in a family room, nevertheless we queried this on our way out to the entertainment arena and dinner, and was assured that the room attendants will do the beds for the kids in the evening and everything will be setup when we get back. We left to dinner and when we got back to the room there were only chocs on the beds but no bed to accommodate the 4th child. I immediately went to reception and chatted to the manager on duty, who sent her staff up to the room. How inconvenient at that part of the night room service trying to arrange an extra bed and move it into the room! The bed setup was only done at 9pm, the bed it self was such an uncomfortable arrangement with no headboard, I had to worry about my toddler bumping his head on the wall or falling in between as the beds did not even fit together or against the wall even to hold a pillow up for some cushioning! The manager on duty called to check if we were sorted and then said that since it is my 40th and she was sorry for they inconvenience that she would upgrade us to a suite the next day but only after breakfast. We also complained to the manager of the state of the room, it definitely lacked maintenance with your so called luxury bathroom being so disgusting one would have expected it from a 3 star hotel. The carpet in the room as well looked like it hadn't been cleaned for years. We did not have a good night sleep at all. The next morning left us being so unsettled, we found ourselves just waiting which was so frustrating as we had planned to make an early start at the valley of waves. We were so delayed into moving into the suite and we only moved into the new room just after 12 and then had to rush to get ready for the valley of waves only getting there at 1:30 pm. We also ticked the option to have our car washed for r50 and when we were ready to leave this was not done. I appreciate that the manager upgraded us into suite as a compensation for the inconvenience, but it did not make up for the overall disappointing stay. The first night was a real disappointment without proper sleeping arrangements, and we could not proceed to enjoy our holiday as planned because of the inconvenience. Day 2 of our holiday was affected as well. We even had to carry our own bags to move to the suite because no one was around and we could not afford to wait any longer. The room also lacked a directory of ext/numbers for hotel contacts. The supervisor had to write this down, when they were sorting out the beds. I feel that the only resolution to this would either be a refund or a return stay where everything goes right from the beginning.

I have been gaming at sun international casino's for the past 16 years and was never called out for a draw. Or even won a large amount of money. I always play a maximum bet. In the passed 6 months I have lost more than R500 000 in your sun international casino's namely. Wild coast sun, sibaya casino, sun city, and now carnival city which I am still booked into. I am very dissatisfied and now I am really considering banning my self from gambling at any sun international casino. I would rather gamble at a tsogo sun casino which pays me.

On the 4th June 2019 while sitting on the patio of unit 410, having a braai, my friend and I were robbed at KNIFE Point of my wedding ring, ipad, cellphones and handbag. Below is the correspondence to/ from Mr Du Plessis the Resort Security Manager. the last e mail was sent on 24 June 2019 and as to date no reply or acknowledgement has been recived from the Management of Sun City Vacation Club and Sun International as requested. This I find is unacceptable and would appreciate a response

Sent 24 June 2019
Dear Mr Du Plessis
It was an extremely unfortunate and traumatic incident. The Report states we were cornered on the patio - this is incorrect as we were held at knife point by 2 armed robbers. Cell phones and iPad are replaceable. However my late husbands wedding ring is not. This was forcibly removed from my finger - and because it was difficult to remove and I feared that my finger would be cut off, I assisted the robber to remove it. This was an extremely traumatic experience.

When phoning reception immediately after the incident they did not appear to understand the urgency of the situation . We returned the following day to pack up and leave and reception staff were really not interested or understanding. As Mrs Le Maitre made the reservation she should be entitled to some compensation for the 2 nights we did not use.
I understand that a similar incident happened to two woman staying at the vacation club in March of this year. It certainly indicates that additional security is required and it may be an "inside" job as how else would someone know in which unit women on their own are staying. Reception Staff should be advised to accommodate women on their own in units away from the boundary.
We appreciate the assistance and kindness shown to us by the security staff - Pula and Henry Strauss in particular.
Your letter states "the rights of Sun City and its insurers remain reserved." I would like to submit a claim for any shortfall from my insurers for the cost of replacing stolen property - in particular my wedding ring.
We have both been very restrained and have not posted this incident on social media.
I will appreciate it if you would forward this to the Management of Sun City Vacation Club and Sun International for their comments.
We await their response.

Regards

Janet Steele

From: Bridget LeMaitre
Sent: 21 June, 2019 15:20
To: 'Jaun Du Plessis'
Cc: [protected]@mweb.co.za
Subject: RE: Letter regarding unfortunate incident.

Dear Mr Du Plessis

Thank you for your update. The tragedy is not so much losing property as being held up at knife point in what should a safe and secure environment for two women to holiday.

Please find attached an email I sent to Trevor Ramaboea of Bidvest Protea Coin Security on Friday 7th June with the telephone number which was called from my cellphone at 06h31 on Wednesday 5th June. I have had no response from him regarding this matter.
I should also like to say that while the Security treated the incident seriously, and were very kind to us, the reception staff at the Vacation were less than interested.
Thank you once again.
Regards
Mrs Bridget Le Maitre

From: Jaun Du Plessis [mailto:jaun.dplessis@suninternational.com]
Sent: Friday, 21 June 2019 14:33
To: lemaitre@mweb.co.za
Cc: Jaun Du Plessis
Subject: Letter regarding unfortunate incident.

Dear Mrs. Lemaitre

Your matter pertaining the unfortunate incident at Sun City Vacation Club has been referred to me for review. It is indeed a tragedy when one loses property and cash as happened in your case, not to mention the information one keeps in the devices that might be lost forever now.
I can assure you that we do not take claims like this lightly at Sun City and your case is no different. We have however came to a junction where there is no more information that can guide us in tracking your lost property.
We will avail ourselves, as a family resort to the SA Police Services and will assist them as far as we possibly can. I have included a brief summary on the matter in the letter attached.
If you don't mind Mrs. Lemaitre please do share this info with your friend Mrs. J.E. Steele. We do not have an email address for her.

Your assistance and sharing of detail will be highly appreciated.

Kind regards

Jaun du Plessis | Resort Security/Risk Investigations Manager
Sun City Resort

Email: jaun.dplessis@suninternational.com

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