Extremely Poor Service from Black Card Host – Pule Khumalo

I was recently upgraded to a Black Card holder at Emperors Palace, and I am extremely disappointed with the level of service I’ve received — or rather, not received — from my assigned host, Pule Khumalo.

Since the upgrade, I have had zero to no assistance from him. I’ve sent WhatsApp messages and attempted to call multiple times, but he has not responded to my messages or answered a single call. This lack of communication is unacceptable, especially considering the level of clientele expected at the Black Card tier.

Most recently, I called the casino and spoke to a lady who informed me that Pule starts work at 12:00 and that he would return my call — once again, I received no follow-up. This ongoing lack of professionalism and disregard for high-tier customers is incredibly frustrating.

To add context: both my wife and I are Diamond Card holders at Sun International, so we are fami**** with how premium customers should be treated. We choose to visit Emperors Palace because it is more conveniently located near our home in Kempton Park. Unfortunately, the service here — especially from Pule Khumalo — has been well below the standard we’re accustomed to.

I hope this matter is taken seriously and addressed promptly. As Black Card members, we expect responsive, respectful, and professional service — nothing less.