Based on recent customer reviews, Emerald Resort & Casino is drawing consistent criticism across its hotel, chalets, Aqua Dome and Animal World offerings. Guests describe dismissive frontline staff and managers, rigid policy enforcement at security checkpoints, and heavy handed security conduct. Paid birthday setups and game drive bookings were not honoured, while housekeeping repeatedly entered occupied rooms without waiting. Chalet upkeep concerns include broken fittings, stained linen, insects and repeated false fire alarms. Vehicle safety and CCTV coverage in the parking areas were also questioned, although individual guides such as Thato earned genuine praise.
Replied to 8% of negative reviews
Reply time on negative reviews: 279h 43m
TrustIndex
2
Â
Reply Time
279h 43m
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NPS Score
-60
Recommended: Unlikely
Replied to 8% of negative reviews
Reply time on negative reviews: 279h 43m
Nov '25 - Oct '26
Frequently Asked Questions About Emerald Resort & Casino
What do customers say about Emerald Resort & Casino?
Based on recent customer reviews, Emerald Resort & Casino is drawing consistent criticism across its hotel, chalets, Aqua Dome and Animal World offerings. Guests describe dismissive frontline staff and managers, rigid policy enforcement at security checkpoints, and heavy handed security conduct. Paid birthday setups and game drive bookings were not honoured, while housekeeping repeatedly entered occupied rooms without waiting. Chalet upkeep concerns include broken fittings, stained linen, insects and repeated false fire alarms. Vehicle safety and CCTV coverage in the parking areas were also questioned, although individual guides such as Thato earned genuine praise.
Is Emerald Resort & Casino trustworthy?
Emerald Resort & Casino has a TrustIndex of 2 out of 10 on Hellopeter, based on 12 reviews in the last 12 months. They reply to 8% of negative reviews, typically within 279 hours 43 min. Hellopeter has tracked Emerald Resort & Casino across 154 total reviews. How is the TrustIndex calculated? →
Recent reviews (12)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Mar 2024
STANDARD HAS DROPPED.
I wanted to write a detailed and lengthy review about the terrible experience I had at Emerald Resort & Casino and I also saw that I am not the only one who had a bad experience at this place. It was my second time going there with my family after so many years and I have to be honest and say that the standard has dropped. The owners or share holders or management need to ensure that they pull up their socks because all these other 1 star reviews should raise their eye brows and encourage them to do some damage control before it is too late for them.
1 reviews | Active since Mar 2024
STANDARD HAS DROPPED.
I wanted to write a detailed and lengthy review about the terrible experience I had at Emerald Resort & Casino and I also saw that I am not the only one who had a bad experience at this place. It was my second time going there with my family after so many years and I have to be honest and say that the standard has dropped. The owners or share holders or management need to ensure that they pull up their socks because all these other 1 star reviews should raise their eye brows and encourage them to do some damage control before it is too late for them.
1 reviews | Active since Aug 2014
Worste hotel ive ever stayed in.
The most shocking hotel i have ever, ever stayed in. 1. The food- i ordered pasta bolognaise for myself and my kids. Im not sure what we received but we couldn't go near it. We did not touch it. Not me nore my 2 kids. We went to bed without any food as it was 22:00 after an ace modelling show. My children are 8 and 10. Breakfast buffet- mould on bread. Tonight- 22:30- sudden disgusting strong smell is sewage in the rooms out of nowhere!!!@ guess what- both toilets- we have interleading room- filled with ****!!!!! Not ours!!!!!!!! The pipes are blocked so the **** from God knows where filled our toilets and now we cant sleep with this unbearable smell!!!!!!!! 😫 .I have never in all of my life experienced such. I wont recommend this to my worst enemy R13k for 3 nights for this!!!!!!!!!!!
1 reviews | Active since Aug 2014
Worste hotel ive ever stayed in.
The most shocking hotel i have ever, ever stayed in. 1. The food- i ordered pasta bolognaise for myself and my kids. Im not sure what we received but we couldn't go near it. We did not touch it. Not me nore my 2 kids. We went to bed without any food as it was 22:00 after an ace modelling show. My children are 8 and 10. Breakfast buffet- mould on bread. Tonight- 22:30- sudden disgusting strong smell is sewage in the rooms out of nowhere!!!@ guess what- both toilets- we have interleading room- filled with ****!!!!! Not ours!!!!!!!! The pipes are blocked so the **** from God knows where filled our toilets and now we cant sleep with this unbearable smell!!!!!!!! 😫 .I have never in all of my life experienced such. I wont recommend this to my worst enemy R13k for 3 nights for this!!!!!!!!!!!
1 reviews | Active since Jul 2015
Disappointed and Frustated
I cannot say I had the privilege staying at Emerald Tsogo Sun Hotel over the past weekend. On the 31st July 2026 I contacted the reservation department telephonically and spoke to Selina Mokoena. I explained what I require and I would prefer the quote be sent on email. Upon receiving the quote I made payment and immediately sent the pop to Selina. On the very same email attached I requested if anything can be arranged for a birthday celebration. No feedback was received. I again followed up on august 19 requesting if anything can be arranged and even explained one email that I am prepared to pay the additional costs. On the very same day I did get a respond, and I was advised that will I need to pay R 605 for additional set up. Additional costs was paid and pop was submitted on the very same day. Upon arrival at the hotel, I checked in and to my surprise there was no set up as per my email request. Upon querying this huge disappointment at reception, I was informed that the money for the set up will be refunded. Another issue that really frustrated me was after returning from breakfast around 09:00 housekeeping was in our rooms busy cleaning after us. How could this be possible if we still had our key cards and we didn’t check out. My concerns are the following: 1. The hotel / employees were extremely fast to process a refund/ discount. Yet everyone fails to realize it was never about money. It was about the element of surprise. That moment of the triplets walking into a birthday set up was lost due to *********** employees or lack of communication. I could afford what was offered hence it was requested and paid for. 2. Why is housekeeping entering our rooms if we didn’t check out. 3. Why was a simple request not carried out/implemented? Yet upon me being an irate client, things were set up in less than hour. Should customers be rude and irate to employees before receiving assistance. 4. It was a simple basic request with all the details provided. Imagine if the request was on a much bigger scale
1 reviews | Active since Jul 2015
Disappointed and Frustated
I cannot say I had the privilege staying at Emerald Tsogo Sun Hotel over the past weekend. On the 31st July 2026 I contacted the reservation department telephonically and spoke to Selina Mokoena. I explained what I require and I would prefer the quote be sent on email. Upon receiving the quote I made payment and immediately sent the pop to Selina. On the very same email attached I requested if anything can be arranged for a birthday celebration. No feedback was received. I again followed up on august 19 requesting if anything can be arranged and even explained one email that I am prepared to pay the additional costs. On the very same day I did get a respond, and I was advised that will I need to pay R 605 for additional set up. Additional costs was paid and pop was submitted on the very same day. Upon arrival at the hotel, I checked in and to my surprise there was no set up as per my email request. Upon querying this huge disappointment at reception, I was informed that the money for the set up will be refunded. Another issue that really frustrated me was after returning from breakfast around 09:00 housekeeping was in our rooms busy cleaning after us. How could this be possible if we still had our key cards and we didn’t check out. My concerns are the following: 1. The hotel / employees were extremely fast to process a refund/ discount. Yet everyone fails to realize it was never about money. It was about the element of surprise. That moment of the triplets walking into a birthday set up was lost due to *********** employees or lack of communication. I could afford what was offered hence it was requested and paid for. 2. Why is housekeeping entering our rooms if we didn’t check out. 3. Why was a simple request not carried out/implemented? Yet upon me being an irate client, things were set up in less than hour. Should customers be rude and irate to employees before receiving assistance. 4. It was a simple basic request with all the details provided. Imagine if the request was on a much bigger scale
1 reviews | Active since Aug 2026
Chalet in a bad state
We stayed at the chalets. Toilet holder was broken We had broken hangers in the draw The bin draw was jammed and extremely hard to open. We seen dead ****roaches' in the main room The duvet cover had oil stains
1 reviews | Active since Aug 2026
Chalet in a bad state
We stayed at the chalets. Toilet holder was broken We had broken hangers in the draw The bin draw was jammed and extremely hard to open. We seen dead ****roaches' in the main room The duvet cover had oil stains
1 reviews | Active since Jan 2018
Unacceptable Customer Service Experience – Guided Game Drive
I am extremely disappointed with the service I received during my game drive booking at Emerald Animal World on Monday, 20 July 2026. My booking was for 10:00, and I was instructed to arrive by 09:30. I arrived at 09:10, well before the required time, only to be left waiting for my assigned guide, Bridget, who never arrived at the designated pick-up point. Despite multiple calls to enquire about her whereabouts, there was no communication, apology, or explanation. Fortunately, another guide, Thato, stepped in and took us on the tour. I would like to sincerely commend Thato for being professional, helpful, and ensuring our experience was not completely ruined. What left me deeply dissatisfied was hearing Bridget over the radio offering to assist another group of guests while we had been left waiting without any communication. I cannot comment on Bridget's intentions, but the situation left me feeling that we were not afforded the same level of service and consideration as other guests. This complaint is not only about a late guide, it is about poor communication, lack of accountability, and the importance of treating every customer with fairness, professionalism, and respect. I hope management investigates this matter seriously, as no paying customer should leave feeling overlooked or undervalued. While Thato's excellent service is commendable, it does not excuse the unacceptable conduct that led to this experience.
1 reviews | Active since Jan 2018
Unacceptable Customer Service Experience – Guided Game Drive
I am extremely disappointed with the service I received during my game drive booking at Emerald Animal World on Monday, 20 July 2026. My booking was for 10:00, and I was instructed to arrive by 09:30. I arrived at 09:10, well before the required time, only to be left waiting for my assigned guide, Bridget, who never arrived at the designated pick-up point. Despite multiple calls to enquire about her whereabouts, there was no communication, apology, or explanation. Fortunately, another guide, Thato, stepped in and took us on the tour. I would like to sincerely commend Thato for being professional, helpful, and ensuring our experience was not completely ruined. What left me deeply dissatisfied was hearing Bridget over the radio offering to assist another group of guests while we had been left waiting without any communication. I cannot comment on Bridget's intentions, but the situation left me feeling that we were not afforded the same level of service and consideration as other guests. This complaint is not only about a late guide, it is about poor communication, lack of accountability, and the importance of treating every customer with fairness, professionalism, and respect. I hope management investigates this matter seriously, as no paying customer should leave feeling overlooked or undervalued. While Thato's excellent service is commendable, it does not excuse the unacceptable conduct that led to this experience.
1 reviews | Active since Feb 2023
Treated like nobodies & 1-sided investigations!!
my family and I were guests at the Emerald Resort & Casino from 1 May to 3 May 2026. We stayed at the Bush Lodge (Nkwe), and up until the incident, our experience had been pleasant. On Sunday, 3 May, after checking out and having breakfast, we decided to spend a final moment at the pool area before departing. At approximately 12:00 PM, I went to call my family, only to find my younger sister involved in a verbal disagreement with three other guests following a misunderstanding between children in the pool. I intervened and encouraged my sister to disengage so we could leave. Although she initially comp****, she was taken aside by staff to an interview room. Upon exiting, the same guests allegedly mocked her, which led her to briefly record them on her phone. Shortly thereafter, multiple security personnel approached her and demanded that she delete the video. She cooperated and deleted it in their presence. However, more security staff continued to arrive, eventually surrounding her (approximately 6 or more individuals), insisting she also delete the video from her trash folder. When she refused, they prevented her from leaving. At this point, I began recording the situation for my own protection, as I felt the situation was escalating and unjustified. What followed was deeply distressing: • I was aggressively approached by several security personnel • I was threatened with arrest for recording • A female security officer forcefully grabbed my phone, causing it to fall • I was physically manhandled, resulting in injury to my arm • My phone was taken from me against my will • I was repeatedly pulled back while attempting to leave I have travelled to many places and have never experienced such treatment. Being handled in such a manner, particularly over a personal device was degrading, unacceptable, and felt discriminatory. It is deeply concerning that paying guests can be treated in such a way. This incident has had both emotional and physical impact on myself and the children and has completely overshadowed what was meant to be a memorable family experience. I sent an email to complain, and they do not find any misconduct on their end. This is shocking !!
1 reviews | Active since Feb 2023
Treated like nobodies & 1-sided investigations!!
my family and I were guests at the Emerald Resort & Casino from 1 May to 3 May 2026. We stayed at the Bush Lodge (Nkwe), and up until the incident, our experience had been pleasant. On Sunday, 3 May, after checking out and having breakfast, we decided to spend a final moment at the pool area before departing. At approximately 12:00 PM, I went to call my family, only to find my younger sister involved in a verbal disagreement with three other guests following a misunderstanding between children in the pool. I intervened and encouraged my sister to disengage so we could leave. Although she initially comp****, she was taken aside by staff to an interview room. Upon exiting, the same guests allegedly mocked her, which led her to briefly record them on her phone. Shortly thereafter, multiple security personnel approached her and demanded that she delete the video. She cooperated and deleted it in their presence. However, more security staff continued to arrive, eventually surrounding her (approximately 6 or more individuals), insisting she also delete the video from her trash folder. When she refused, they prevented her from leaving. At this point, I began recording the situation for my own protection, as I felt the situation was escalating and unjustified. What followed was deeply distressing: • I was aggressively approached by several security personnel • I was threatened with arrest for recording • A female security officer forcefully grabbed my phone, causing it to fall • I was physically manhandled, resulting in injury to my arm • My phone was taken from me against my will • I was repeatedly pulled back while attempting to leave I have travelled to many places and have never experienced such treatment. Being handled in such a manner, particularly over a personal device was degrading, unacceptable, and felt discriminatory. It is deeply concerning that paying guests can be treated in such a way. This incident has had both emotional and physical impact on myself and the children and has completely overshadowed what was meant to be a memorable family experience. I sent an email to complain, and they do not find any misconduct on their end. This is shocking !!
1 reviews | Active since Mar 2012
Horrible and traumatic experience
Checked into the resort on 30 April 2026 and was allocated Chalet 28. All was okay until the fire alarm went off, without any cause, at about 21:30. I was assured that all was well and there is nothing to worry about. The guard came and turned it off while we were waiting outside as we have young children whom we were protecting from the deafening fire alarm noise. At about 00:05, while we were all asleep, the fire alarm went off again, without cause, prompting all of us to wake up and run to get the kids to the car. It was raining heavily at that point and quite chilly. I then called the hotel reception to move me to another chalet. It was on the next street and had to carry my own bags in the rain to move. Upon check out, I was told that the manager would call me to render an apology, to no avail. My kids are left traumatised because of the horrible experience.
1 reviews | Active since Mar 2012
Horrible and traumatic experience
Checked into the resort on 30 April 2026 and was allocated Chalet 28. All was okay until the fire alarm went off, without any cause, at about 21:30. I was assured that all was well and there is nothing to worry about. The guard came and turned it off while we were waiting outside as we have young children whom we were protecting from the deafening fire alarm noise. At about 00:05, while we were all asleep, the fire alarm went off again, without cause, prompting all of us to wake up and run to get the kids to the car. It was raining heavily at that point and quite chilly. I then called the hotel reception to move me to another chalet. It was on the next street and had to carry my own bags in the rain to move. Upon check out, I was told that the manager would call me to render an apology, to no avail. My kids are left traumatised because of the horrible experience.