Based on recent customer reviews, Emperors Palace is drawing consistent criticism across its hotel, dining, entertainment and casino operations. Guests describe severe overcrowding and poor crowd control at the Christmas Village, lengthy traffic delays, and minimal visible security or ticket checking. Others report slow, disorganised restaurant service, event and ticketing confusion at the Theatre of Marcellus, noisy hotel rooms during concerts, and unresolved complaints around VIP host allocation and Winners Circle status. Isolated praise goes to individual staff such as the Mondior front office manager and the light display itself.
TrustIndex
1.9
NPS Score
-100
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Emperors Palace
What do customers say about Emperors Palace?
Based on recent customer reviews, Emperors Palace is drawing consistent criticism across its hotel, dining, entertainment and casino operations. Guests describe severe overcrowding and poor crowd control at the Christmas Village, lengthy traffic delays, and minimal visible security or ticket checking. Others report slow, disorganised restaurant service, event and ticketing confusion at the Theatre of Marcellus, noisy hotel rooms during concerts, and unresolved complaints around VIP host allocation and Winners Circle status. Isolated praise goes to individual staff such as the Mondior front office manager and the light display itself.
Is Emperors Palace trustworthy?
Emperors Palace has a TrustIndex of 1.9 out of 10 on Hellopeter, based on 11 reviews in the last 12 months. Hellopeter has tracked Emperors Palace across 261 total reviews. How is the TrustIndex calculated? →
Recent reviews (11)
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 Sept 2026
Emperors Palace Secret "Watch List" Policy—Are Black Card Members Being Stripped of Benefits?
As a loyal, top-tier Black Card member at Emperors Palace for 20 years, I am shocked to discover a hidden corporate policy that impacts all high-value players. Following a formal dispute regarding six months of missing VIP hosting benefits after my previous host departed the property, Peermont Group management formally stated to the gambling regulator that they operate a hidden "Watch List" sub-status. According to management, Black Card holders placed on this uncommunicated "Watch List" are actively excluded from hosted invitations, tournament events, and promotional VIP dinners, despite holding active physical Black Cards and receiving automated system notifications that they qualified for the program. Throughout the first six months of the year, I consistently enquired about our missing host allocation, only to be repeatedly told by casino staff that it was "in progress" and that we were simply waiting for a replacement host to be assigned. Instead, it turns out we were quietly placed on a secret list due to their internal staffing vacancies. I have never seen or been notified of a two-tier Black Card system where some top-tier members are secretly devalued while others are hosted. I am writing this publicly to alert the Winners Circle community. If your VIP host left the property and you experienced a total lack of host allocation, missed functions, or unexplained status changes, please note that you may have been placed on this secret list without your knowledge. We are currently escalating this systemic lack of transparency and breach of the Consumer Protection Act (CPA) to the National Consumer Commission (NCC). Emperors Palace needs to explain publicly why they are running an unadvertised, multi-tier system that strips loyal players of earned rewards because the casino fails to replace departed staff. If you have been affected by this exact host vacancy issue, please comment below so we can challenge this practice collectively. Kind Regards J Govender *** ***
1 reviews | Active since Sept 2026
Emperors Palace Secret "Watch List" Policy—Are Black Card Members Being Stripped of Benefits?
As a loyal, top-tier Black Card member at Emperors Palace for 20 years, I am shocked to discover a hidden corporate policy that impacts all high-value players. Following a formal dispute regarding six months of missing VIP hosting benefits after my previous host departed the property, Peermont Group management formally stated to the gambling regulator that they operate a hidden "Watch List" sub-status. According to management, Black Card holders placed on this uncommunicated "Watch List" are actively excluded from hosted invitations, tournament events, and promotional VIP dinners, despite holding active physical Black Cards and receiving automated system notifications that they qualified for the program. Throughout the first six months of the year, I consistently enquired about our missing host allocation, only to be repeatedly told by casino staff that it was "in progress" and that we were simply waiting for a replacement host to be assigned. Instead, it turns out we were quietly placed on a secret list due to their internal staffing vacancies. I have never seen or been notified of a two-tier Black Card system where some top-tier members are secretly devalued while others are hosted. I am writing this publicly to alert the Winners Circle community. If your VIP host left the property and you experienced a total lack of host allocation, missed functions, or unexplained status changes, please note that you may have been placed on this secret list without your knowledge. We are currently escalating this systemic lack of transparency and breach of the Consumer Protection Act (CPA) to the National Consumer Commission (NCC). Emperors Palace needs to explain publicly why they are running an unadvertised, multi-tier system that strips loyal players of earned rewards because the casino fails to replace departed staff. If you have been affected by this exact host vacancy issue, please comment below so we can challenge this practice collectively. Kind Regards J Govender *** ***
1 reviews | Active since Feb 2017
Poor service at Ocean Basket Emperors Palace.
My wife and I ordered food starters Haloumi small side salad fish and chips with half rice and rice and the R99 special with chips from OB and asked for Cappuccinos and ordered everything same time.10 minures later we got our 3 small bowls of garlic,chillies and tartare sauce no utensils or rolls.Asked waiter where is cappuccino and rolls. A while later we got our cappuccinos cold rolls and near frozen butter that you cant spread without breaking rolls.Asked him to bring us warm rolls and spreadable butter . He said he will sort it out. Next to arrve 15min later was the main dishes. Asked about starter and salad it is on the way. Fish and chips order came with chips only and R99 special came with about 7 chips and lot of rice cold. Asked to see Manager. She came and said she will sort food out. Waiter came back with more cold rolls and frozen butter and my R99 special was sorted. Asked where is starter and salad reply was it is on the way. Manager started helping with order and about halfway through the meal the starter Haloumi and side salad arrived. This whole ordeal took about an hour and is not what we are used to at OB. We regularly visit OB and normally really enjoy the food and service but last night was terrible.
1 reviews | Active since Feb 2017
Poor service at Ocean Basket Emperors Palace.
My wife and I ordered food starters Haloumi small side salad fish and chips with half rice and rice and the R99 special with chips from OB and asked for Cappuccinos and ordered everything same time.10 minures later we got our 3 small bowls of garlic,chillies and tartare sauce no utensils or rolls.Asked waiter where is cappuccino and rolls. A while later we got our cappuccinos cold rolls and near frozen butter that you cant spread without breaking rolls.Asked him to bring us warm rolls and spreadable butter . He said he will sort it out. Next to arrve 15min later was the main dishes. Asked about starter and salad it is on the way. Fish and chips order came with chips only and R99 special came with about 7 chips and lot of rice cold. Asked to see Manager. She came and said she will sort food out. Waiter came back with more cold rolls and frozen butter and my R99 special was sorted. Asked where is starter and salad reply was it is on the way. Manager started helping with order and about halfway through the meal the starter Haloumi and side salad arrived. This whole ordeal took about an hour and is not what we are used to at OB. We regularly visit OB and normally really enjoy the food and service but last night was terrible.
1 reviews | Active since May 2026
Emperors Palace assault
On Sunday morning around 2am. Myself and my partner went out for fun to try slots. We gambled for around 1 hour. She had abit of a headache and layed her head down for abit. Suddenly I heard a loud sound , the casino security hit her chair and forced her to wake up. She slightly hit her head on the slot machine due to the impact of the chair and woke up in fear. I confronted the security and he ignored me and kept hitting the chair until she stood up. He then verbally said that it is his Job to hit the chairs. The guard also told me to stop my session and exit the casino. When I went to the front desk to lay a complaint the head of security said no the guard is wrong. I then followed their internal process and laid a complaint. The matter was not escalated. There is no one who can assist with customer service. The Hr does not want to get involved and the security department just sides in defense. This is unacceptable to treat any client this way. Emperors palace has no remorse or internal systems to ensure safety of their clients. It is scary to see that no processes are being followed. We are now forced to follow legal routes when the matter could of been resolved internally. I am sad to be treated this way as we have been going to emperors palace for years.
1 reviews | Active since May 2026
Emperors Palace assault
On Sunday morning around 2am. Myself and my partner went out for fun to try slots. We gambled for around 1 hour. She had abit of a headache and layed her head down for abit. Suddenly I heard a loud sound , the casino security hit her chair and forced her to wake up. She slightly hit her head on the slot machine due to the impact of the chair and woke up in fear. I confronted the security and he ignored me and kept hitting the chair until she stood up. He then verbally said that it is his Job to hit the chairs. The guard also told me to stop my session and exit the casino. When I went to the front desk to lay a complaint the head of security said no the guard is wrong. I then followed their internal process and laid a complaint. The matter was not escalated. There is no one who can assist with customer service. The Hr does not want to get involved and the security department just sides in defense. This is unacceptable to treat any client this way. Emperors palace has no remorse or internal systems to ensure safety of their clients. It is scary to see that no processes are being followed. We are now forced to follow legal routes when the matter could of been resolved internally. I am sad to be treated this way as we have been going to emperors palace for years.
1 reviews | Active since May 2022
Horrible experience at metcourt
I needed a break some peace and quiet so we decided to go away while they do renovations at my house just to have a peacefull sleep.upon booking they didn't advise us that emperors palace is having a limpopo event .the music was so locked because my hotel room was the last room closet to the concert I did not sleep at all it was the worst experience I have ever had.i would like a refund or a stay at another peermont hotel. I had to leave emperors palace and luckily got a room at the garden court in or tambo.just to sleep for the night after paying for my stay at emperors palace
1 reviews | Active since May 2022
Horrible experience at metcourt
I needed a break some peace and quiet so we decided to go away while they do renovations at my house just to have a peacefull sleep.upon booking they didn't advise us that emperors palace is having a limpopo event .the music was so locked because my hotel room was the last room closet to the concert I did not sleep at all it was the worst experience I have ever had.i would like a refund or a stay at another peermont hotel. I had to leave emperors palace and luckily got a room at the garden court in or tambo.just to sleep for the night after paying for my stay at emperors palace
1 reviews | Active since May 2016
Nobody knows, nobody cares
I wanted to see Judith Sepuma last Saturday 28 Feb at Theatre of Marcellus, Emperors Palace. I had downloaded the tickets that same afternoon. Arriving on time on location, the theater is closed and locked. Nobody at Emperors Palace had information. We were sent to the conference center, on the opposite end of the casino. No event was happening there. No help could be found. Cleaning staff suggested we go to the Winner's Circle. Long walk back to where we came from. Nobody there had any information. As we passed again in front of the theater, other patrons looked just as bewildered and helpless. They told us the date on Webtickets had been changed just then without any prior communication. How is that possible? The event did not get re-scheduled at 19h00 on Saturday 28 Feb. This is terrible service, the evening was utterly ruined, we ran around being sent from pillar to post - because of total lack of communication.
1 reviews | Active since May 2016
Nobody knows, nobody cares
I wanted to see Judith Sepuma last Saturday 28 Feb at Theatre of Marcellus, Emperors Palace. I had downloaded the tickets that same afternoon. Arriving on time on location, the theater is closed and locked. Nobody at Emperors Palace had information. We were sent to the conference center, on the opposite end of the casino. No event was happening there. No help could be found. Cleaning staff suggested we go to the Winner's Circle. Long walk back to where we came from. Nobody there had any information. As we passed again in front of the theater, other patrons looked just as bewildered and helpless. They told us the date on Webtickets had been changed just then without any prior communication. How is that possible? The event did not get re-scheduled at 19h00 on Saturday 28 Feb. This is terrible service, the evening was utterly ruined, we ran around being sent from pillar to post - because of total lack of communication.
1 reviews | Active since Nov 2013
UNPLEASENT AND FRUSTRATING
Had a massively frustrating and unpleasant stay at the Mondior supposed 4 star hotel. 1st reception accused me of booking complimentary accommodation twice, WHEN IN FACT THEIR OWN AGENTS CALLED ME 5 TIMES TO OFFER THE ACCOMMODATION AND BOTH RESERVATIONS WERE CONFIRMED IN WRITTING. 2ND, I WAS CHECKED INTO THEE WORST ROOM (51) IN WHICH THE SHOWER HEAD DIDN'T MOVE AND FACED AN UNCOMFORTABLE CORNER. 3RD THE SMOKING ROOM HAD NO ASHTRAYS. QUITE FRANKLY I CANT BE BOTHERED STAYING AT THIS HOTEL EVER. THE FRUSTRATION AND UNPLEASENTNESS REALLY ISNT WORTH IT. THEIR ONLY SAVING GRACE WAS THE FRONT OFFICE MANAGER MS. MTSHALI WHO WAS AT LEAST DECENT AND APOLOGETIC. WOULD NEVER RECOMMEND THIS HOTEL.
1 reviews | Active since Nov 2013
UNPLEASENT AND FRUSTRATING
Had a massively frustrating and unpleasant stay at the Mondior supposed 4 star hotel. 1st reception accused me of booking complimentary accommodation twice, WHEN IN FACT THEIR OWN AGENTS CALLED ME 5 TIMES TO OFFER THE ACCOMMODATION AND BOTH RESERVATIONS WERE CONFIRMED IN WRITTING. 2ND, I WAS CHECKED INTO THEE WORST ROOM (51) IN WHICH THE SHOWER HEAD DIDN'T MOVE AND FACED AN UNCOMFORTABLE CORNER. 3RD THE SMOKING ROOM HAD NO ASHTRAYS. QUITE FRANKLY I CANT BE BOTHERED STAYING AT THIS HOTEL EVER. THE FRUSTRATION AND UNPLEASENTNESS REALLY ISNT WORTH IT. THEIR ONLY SAVING GRACE WAS THE FRONT OFFICE MANAGER MS. MTSHALI WHO WAS AT LEAST DECENT AND APOLOGETIC. WOULD NEVER RECOMMEND THIS HOTEL.
1 reviews | Active since Aug 2013
Formal Complaint: Safety, Crowd Control and Security Concerns – Christmas Village Visit
Dear Emperors Palace Management Team, I am writing to formally lodge a complaint regarding my family’s visit to the Christmas Village on Christmas Day. What was intended to be a festive family outing turned into a deeply uncomfortable and concerning experience, primarily due to poor crowd control, inadequate security, and a general lack of visible management. From the outset, the experience was distressing. Traffic entering the premises was horrific, with civilians seemingly acting as traffic controllers. Upon finally driving in to look for parking, we observed patrons sitting in the parking areas on camping chairs and openly consuming alcohol. This immediately raised concerns about order and safety. Once parked, we entered the Christmas Village, which was extremely disorganised. There was no visible crowd control, no clear lines, and people were cutting queues freely. We were instructed to obtain stamps to prove that we had valid tickets, which we did, only to realise that the supposed security personnel were not checking these stamps at all. Given that tickets were sold with specific time slots, I expected strict access control. Instead, it appeared that many people could have entered without valid tickets. As a result, the area was unbearably crowded, hot, noisy, and chaotic. We were pushed and shoved at multiple points, making the environment uncomfortable and unsafe, particularly for my children. We did not even manage to complete the full light display because the conditions became overwhelming. We then proceeded to the casino and food court area. After waiting approximately five minutes, we realised the lifts were not operational, forcing us to take the stairs. Upon entering the casino area, we presented ourselves expecting to be searched, only to be told by a security guard that it was not necessary and that we could proceed. This was a major red flag for us as a family. Concerned by the lack of visible security, control, or official oversight—especially given how busy the premises were—we decided it was safest to leave. Before doing so, my husband briefly exited to assess whether traffic had eased. It had not, so we grabbed a quick bite to eat and then prepared to leave. Once again, when re-entering the building, my husband was not searched. When exiting the parking area, we were redirected through the VIP members’ parking exit, which leads directly out of the casino premises with no apparent security checks. While we were relieved at the time to avoid further traffic congestion, it later became deeply concerning to realise how easily cars could have been ****** or other ******** activities could have taken place without detection. We have always believed that a casino environment would have the strictest security and safety measures in place. Unfortunately, this was clearly not the case during our visit. The overall experience left us feeling unsafe, disappointed, and concerned for the well-being of families and other patrons. I trust that you will take this feedback seriously and review the crowd management, ticket control, traffic management, and security protocols—particularly during peak events such as Christmas Day. I would appreciate a response outlining how these issues will be addressed going forward. Kind regards, Ashnee
1 reviews | Active since Aug 2013
Formal Complaint: Safety, Crowd Control and Security Concerns – Christmas Village Visit
Dear Emperors Palace Management Team, I am writing to formally lodge a complaint regarding my family’s visit to the Christmas Village on Christmas Day. What was intended to be a festive family outing turned into a deeply uncomfortable and concerning experience, primarily due to poor crowd control, inadequate security, and a general lack of visible management. From the outset, the experience was distressing. Traffic entering the premises was horrific, with civilians seemingly acting as traffic controllers. Upon finally driving in to look for parking, we observed patrons sitting in the parking areas on camping chairs and openly consuming alcohol. This immediately raised concerns about order and safety. Once parked, we entered the Christmas Village, which was extremely disorganised. There was no visible crowd control, no clear lines, and people were cutting queues freely. We were instructed to obtain stamps to prove that we had valid tickets, which we did, only to realise that the supposed security personnel were not checking these stamps at all. Given that tickets were sold with specific time slots, I expected strict access control. Instead, it appeared that many people could have entered without valid tickets. As a result, the area was unbearably crowded, hot, noisy, and chaotic. We were pushed and shoved at multiple points, making the environment uncomfortable and unsafe, particularly for my children. We did not even manage to complete the full light display because the conditions became overwhelming. We then proceeded to the casino and food court area. After waiting approximately five minutes, we realised the lifts were not operational, forcing us to take the stairs. Upon entering the casino area, we presented ourselves expecting to be searched, only to be told by a security guard that it was not necessary and that we could proceed. This was a major red flag for us as a family. Concerned by the lack of visible security, control, or official oversight—especially given how busy the premises were—we decided it was safest to leave. Before doing so, my husband briefly exited to assess whether traffic had eased. It had not, so we grabbed a quick bite to eat and then prepared to leave. Once again, when re-entering the building, my husband was not searched. When exiting the parking area, we were redirected through the VIP members’ parking exit, which leads directly out of the casino premises with no apparent security checks. While we were relieved at the time to avoid further traffic congestion, it later became deeply concerning to realise how easily cars could have been ****** or other ******** activities could have taken place without detection. We have always believed that a casino environment would have the strictest security and safety measures in place. Unfortunately, this was clearly not the case during our visit. The overall experience left us feeling unsafe, disappointed, and concerned for the well-being of families and other patrons. I trust that you will take this feedback seriously and review the crowd management, ticket control, traffic management, and security protocols—particularly during peak events such as Christmas Day. I would appreciate a response outlining how these issues will be addressed going forward. Kind regards, Ashnee
1 reviews | Active since Dec 2015
Emperors Palace & Christmas Vilage -- Christmas Experience We Wish We Had Skipped
Extremely Disappointing Christmas Day (2025) Experience! We chose to spend our Christmas Day at Emperors Palace and attend the Christmas Village, expecting a festive and enjoyable family experience. Unfortunately, what we encountered was a complete and absolute disappointment. From the moment we arrived, the level of overcrowding was overwhelming in the parking areas, throughout Emperors Palace, and in all public spaces. The congestion was so severe that at times it was impossible to walk freely through the passages. Frankly, the lack of crowd control felt dangerous. Had there been an emergency, such as a fire, the consequences could have been catastrophic due to the sheer density of people. The biggest let-down was the Christmas Village itself. We had been looking forward to it based on a previous experience with the outdoor Christmas lights, which allowed visitors to walk through a garden-style display. This was nothing like that. From the very start, the experience was unpleasant, with an aggressive and extremely rude staff member at the check in desk where the UV stamps were issued. Beyond that point, the area was again severely overcrowded, with people pushing, stopping abruptly, and blocking walkways. What was advertised as a Christmas Village amounted to very limited decorations, with no real flow, atmosphere, or sense of occasion. It became so uncomfortable that we simply rushed through it, trying to find the exits as quickly as possible. Because we exited early, we arrived over an hour early for our dinner reservation at Tribes, only to be told that they could not accommodate us at all. Due to the overcrowding, there was nowhere to sit or wait anywhere in Emperors Palace, and we ultimately had to sit in our car in the parking lot for over an hour. Dinner at Tribes, when it finally happened, was very average and certainly not worth the price, the wait, or the stress of the day. Another concerning observation was that parking areas, fountains, pavements, stairs, and grassed areas had effectively turned into picnic spots, with people sitting and eating everywhere. As a result, ******* was left scattered throughout these areas, adding to the overall sense of chaos and poor management. The worst part of the day and the worst possible way to end Christmas was trying to leave. From the moment we got into our car until we finally exited Emperors Palace took 90 minutes. There was no visible traffic management, no assistance, and no attempt by Emperors Palace to address or ease the congestion for hours. What makes this experience truly disappointing is that we genuinely expected a magical Christmas Day. Instead, it turned into a stressful and exhausting nightmare. It is deeply sad to see what was once a place we regarded as a great destination deteriorate into what feels like an overcrowded, poorly managed venue focused solely on volume rather than visitor experience. Our honest advice is that if you are planning something special on a public holiday, avoid Emperors Palace and rather invest your time and money in a place that prioritises experience and safety over sheer numbers. A truly disappointed family.
1 reviews | Active since Dec 2015
Emperors Palace & Christmas Vilage -- Christmas Experience We Wish We Had Skipped
Extremely Disappointing Christmas Day (2025) Experience! We chose to spend our Christmas Day at Emperors Palace and attend the Christmas Village, expecting a festive and enjoyable family experience. Unfortunately, what we encountered was a complete and absolute disappointment. From the moment we arrived, the level of overcrowding was overwhelming in the parking areas, throughout Emperors Palace, and in all public spaces. The congestion was so severe that at times it was impossible to walk freely through the passages. Frankly, the lack of crowd control felt dangerous. Had there been an emergency, such as a fire, the consequences could have been catastrophic due to the sheer density of people. The biggest let-down was the Christmas Village itself. We had been looking forward to it based on a previous experience with the outdoor Christmas lights, which allowed visitors to walk through a garden-style display. This was nothing like that. From the very start, the experience was unpleasant, with an aggressive and extremely rude staff member at the check in desk where the UV stamps were issued. Beyond that point, the area was again severely overcrowded, with people pushing, stopping abruptly, and blocking walkways. What was advertised as a Christmas Village amounted to very limited decorations, with no real flow, atmosphere, or sense of occasion. It became so uncomfortable that we simply rushed through it, trying to find the exits as quickly as possible. Because we exited early, we arrived over an hour early for our dinner reservation at Tribes, only to be told that they could not accommodate us at all. Due to the overcrowding, there was nowhere to sit or wait anywhere in Emperors Palace, and we ultimately had to sit in our car in the parking lot for over an hour. Dinner at Tribes, when it finally happened, was very average and certainly not worth the price, the wait, or the stress of the day. Another concerning observation was that parking areas, fountains, pavements, stairs, and grassed areas had effectively turned into picnic spots, with people sitting and eating everywhere. As a result, ******* was left scattered throughout these areas, adding to the overall sense of chaos and poor management. The worst part of the day and the worst possible way to end Christmas was trying to leave. From the moment we got into our car until we finally exited Emperors Palace took 90 minutes. There was no visible traffic management, no assistance, and no attempt by Emperors Palace to address or ease the congestion for hours. What makes this experience truly disappointing is that we genuinely expected a magical Christmas Day. Instead, it turned into a stressful and exhausting nightmare. It is deeply sad to see what was once a place we regarded as a great destination deteriorate into what feels like an overcrowded, poorly managed venue focused solely on volume rather than visitor experience. Our honest advice is that if you are planning something special on a public holiday, avoid Emperors Palace and rather invest your time and money in a place that prioritises experience and safety over sheer numbers. A truly disappointed family.