Disappointing stay at Emerald Resort and Casino

We stayed in a 4 sleeper self catering chalet at the resort 24 September to 29 September 2024. There is not much to do at the resort so was important for us to know that all hotel facilities were available. The hotel was closed for reno and we were told all hotel facilities are still available, however the hotel pool and bar was closed. The pools by the chalets were quite a walk and you were not allowed to bring any food or drinks into the area. So access to the hotel pool and bar would have been great as there is not much to do at the resort itself. Chalets were serviced daily but the floors were not washed and not enough towels were provided. WiFi did not work for two days and we could not access our work environments. Capello restaurant on-site was poor - poor service, got our take away pizza order wrong and drinks while we wait took longer than preparing the pizza order. Cost was excessive. The Aquadome is a complete "*******". TI does not state clearly on the website how it operates. You can only access it for a few hours and the cost did not merit accessing the done. Just not value for money. Ten pin bowling also excessively priced. The chalets were extremely noisy. There was no control in the area. Taxis were allowed to enter unsupervised and people were partying around the taxis up to 3am in the morning. One evening we heard sounds similar to gunshots in the chalet area and no security guards were patrolling and taking control. Check-out process is onerous and on our second day we witnessed very frustrated guests who were already waiting for very long periods of time for someone to sign off the chalets to refund deposits. There were 6 guests waiting for check-out. We left very early because there was a warning issues of snow on Van Reenens pass again and we did not want to get trapped. No-one was available via 24 hour line to assist with check-out. We sent Emerald Casino reservations an email to get refund however 3 weeks later and we have received no response. I would not recommend this destination for a break away. We went to Vereeniging for our child to compete in a competition and it was the only destination option we thought would occupy the children when not competing but it was not the case. They have to upgrade the entertainment and facilities, make it more accessible from a cost perspective and address service.