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