Review of Riviera Suites, Sea Point (First Group)

My wife and I seldom complain, but our week-long stay at Riviera Suites, a First Group facility in Sea Point, booked through Gomelo starting July 18, 2025, was so disappointing that we feel compelled to share our experience. We saved for months to afford this vacation, only to be met with unacceptable service that ruined what should have been a special trip.

Upon arrival, our room was unbearably hot due to a malfunctioning air conditioner. Management sent technicians to inspect the issue, but they failed to follow up with any resolution or communication. Instead, I was approached by a salesperson trying to sell additional timeshare, which felt completely out of touch given our unresolved concerns. When we voiced our frustration about the lack of feedback, management told us the air conditioner could only be fixed the following Monday, leaving us to endure the discomfort over the weekend. Their initial solution—a fan—was inadequate for the conditions.

After insisting this was unacceptable and stating our intent to leave, we were offered another room. However, after moving our belongings, we were told there was a “communication error” and the room was unavailable. This series of mishaps was frustrating and poorly handled. Ultimately, we decided to leave due to the unacceptable service. The manager promised to notify Gomelo, through whom we booked, to explain the situation and facilitate a refund. However, on July 25, 2025, First Group informed us they would not provide a refund, claiming they had done all they could to accommodate us.

This lack of accountability and failure to honor the promised refund by First Group was the final straw. The unprofessional handling of our concerns and disregard for our hard-earned vacation made this an utterly disappointing experience. We strongly urge First Group to improve communication, maintenance, and guest service standards, and to honor commitments made to guests. We cannot recommend Riviera Suites based on this experience.