Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Southern Sun delivers a sharply divided guest experience across its portfolio. Standout praise centres on Garden Court Marine Parade, 54 on Bath and Sandton, where guests highlight warm front desk teams, immaculate rooms and generous buffet breakfasts. Criticism dominates elsewhere, with reservations, billing and refund handling repeatedly flagged at Elangeni and Maharani, StayEasy and Newlands. Recurring complaints include lengthy check-in and porter waits, unresolved maintenance faults such as aircon and pests, unclear pricing, and staff described as dismissive when problems were raised.
Replied to 100% of negative reviews
Reply time on negative reviews: 56h 23m
TrustIndex
4.3
Ranking
#4
in Hotels & Accommodation
Reply Time
60h 15m
NPS Score
-8
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 56h 23m
Nov '25 - Oct '26
Frequently Asked Questions About Southern Sun
What do customers say about Southern Sun?
Based on recent customer reviews, Southern Sun delivers a sharply divided guest experience across its portfolio. Standout praise centres on Garden Court Marine Parade, 54 on Bath and Sandton, where guests highlight warm front desk teams, immaculate rooms and generous buffet breakfasts. Criticism dominates elsewhere, with reservations, billing and refund handling repeatedly flagged at Elangeni and Maharani, StayEasy and Newlands. Recurring complaints include lengthy check-in and porter waits, unresolved maintenance faults such as aircon and pests, unclear pricing, and staff described as dismissive when problems were raised.
Is Southern Sun trustworthy?
Southern Sun has a TrustIndex of 4.3 out of 10 on Hellopeter, based on 39 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 56 hours 23 min. Hellopeter has tracked Southern Sun across 764 total reviews. How is the TrustIndex calculated? →
Recent reviews (39)
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 Jul 2011
Formal Complaint: Booking Confirmation **** and Lack of Proactive Communication
Good day, We have a holiday booking with Southern Sun Elangeni, and on two separate occasions, I have received ********** WhatsApp messages requesting confirmation of our booking. This raises concerns about how our contact details may have been obtained and whether guests' information is adequately protected. On both occasions, I contacted the hotel and was advised not to click on the link. I was also informed that the hotel was receiving numerous calls from guests who had made accommodation bookings. My concern, however, is not only the **** itself but also the hotel's response to the situation. When I contacted Southerns Sun Elangeni (three times), I requested that the matter be escalated; I was left holding for an extended period without assistance, and the calls eventually disconnected. The most recent incidents occurred yesterday afternoon and again today at 14:04. Given that the hotel is aware of these ********** messages and the number of affected guests contacting them, I would like to understand why guests are not being proactively informed of the ****, with a clear warning not to click on any suspicious links. Relying on individual guests to contact the hotel for advice is not sufficient, particularly when some guests may not recognise the messages as ********** and could fall victim to the ****. A proactive communication to guests with existing bookings would help protect them, reduce uncer*****y and demonstrate that the hotel takes their concerns seriously. As guests, the absence of such communication, coupled with the difficulty in reaching someone to escalate the matter, leaves us feeling that insufficient care is being taken to address the situation. I would appreciate a response on what steps the hotel is taking to address this issue, inform affected guests and ensure that concerns can be escalated and attended to effectively. I trust that this matter will receive the attention it deserves. Kind regards, Refilwe Dlamini
1 reviews | Active since Jul 2011
Formal Complaint: Booking Confirmation **** and Lack of Proactive Communication
Good day, We have a holiday booking with Southern Sun Elangeni, and on two separate occasions, I have received ********** WhatsApp messages requesting confirmation of our booking. This raises concerns about how our contact details may have been obtained and whether guests' information is adequately protected. On both occasions, I contacted the hotel and was advised not to click on the link. I was also informed that the hotel was receiving numerous calls from guests who had made accommodation bookings. My concern, however, is not only the **** itself but also the hotel's response to the situation. When I contacted Southerns Sun Elangeni (three times), I requested that the matter be escalated; I was left holding for an extended period without assistance, and the calls eventually disconnected. The most recent incidents occurred yesterday afternoon and again today at 14:04. Given that the hotel is aware of these ********** messages and the number of affected guests contacting them, I would like to understand why guests are not being proactively informed of the ****, with a clear warning not to click on any suspicious links. Relying on individual guests to contact the hotel for advice is not sufficient, particularly when some guests may not recognise the messages as ********** and could fall victim to the ****. A proactive communication to guests with existing bookings would help protect them, reduce uncer*****y and demonstrate that the hotel takes their concerns seriously. As guests, the absence of such communication, coupled with the difficulty in reaching someone to escalate the matter, leaves us feeling that insufficient care is being taken to address the situation. I would appreciate a response on what steps the hotel is taking to address this issue, inform affected guests and ensure that concerns can be escalated and attended to effectively. I trust that this matter will receive the attention it deserves. Kind regards, Refilwe Dlamini
1 reviews | Active since Jul 2011
Not recommended for transit travellers
Before booking a transit stay with the Southern Sun O.R. Tambo, consider whether you might be better off sleeping on a bench in the airport arrivals hall. I booked a room at Southern Sun O.R. Tambo approximately a month in advance for an overnight stay between connecting flights. I had just travelled from Europe and arrived in Johannesburg at approximately 11:00 after close to 24 hours of travel and an overnight connecting flight with very little sleep. When making the booking through Booking.com, I specifically requested the possibility of an early check-in because I knew I would arrive well before the normal 14:00 check-in time. The hotel did not give me any meaningful information about this request. The only clear response I received was that I could leave my luggage at reception until check-in, after I asked more than once. I had made it clear that I would be travelling with a large amount of luggage. At no point was I given useful information about what facilities would be available while waiting, whether I could use the lounge, have lunch, charge my phone, or otherwise make myself comfortable if an early room was unavailable. When I arrived at the hotel at approximately 11:00, I asked the receptionist, Nceba, whether an early check-in was possible. He asked whether I had a reservation, and I confirmed that I did and that it had already been paid. Then, without looking up my reservation or checking the system, he immediately told me that no rooms were available until 14:00 unless I was willing to accept a smoking room. This was one of the most frustrating aspects of the experience. Southern Sun O.R. Tambo is a large hotel with 366 rooms. I find it difficult to understand how a receptionist could know, without consulting the system, that not a single non-smoking standard room was available, had already been cleaned, or might shortly become available. Even if no suitable room was ultimately available, I expected the courtesy of having my reservation and room availability properly checked before simply being turned away on whim. I then left my three large suitcases with the hotel porters, while keeping my carry-on luggage with me because it contained expensive electronic equipment that I was not prepared to leave unattended. There was zero effort from anyone to help me settle in while I waited. I was not shown where I could sit, offered any practical information, or advised where I could charge my phone or have something to eat. I found the lounge myself. What added insult to injury regarding my interaction with Nceba was that he later came to the lounge and spent time leaning against the bar talking to the barman, while repeatedly staring at me. While I was gathering my hand luggage to go to the bathroom, he also repeatedly looked me up and down in a way that I found very uncomfortable and disrespectful. This stood out even more because, when I saw him dealing with other guests later that day, he was perfectly capable of being extremely friendly and accommodating. I therefore remain unclear why towards me he was so self-important and dismissive. I was also unable to charge my phone. I learned the next day from the deputy manager Rudi Baasden that charging points were apparently available with the lamps in the lounge, but nobody had shown me where these were and I was unable to locate them myself. Too little too late, maybe? Unable to charge my phone, I checked the hotel’s information online before my battery died and saw that a buffet restaurant service was available, so I decided to have lunch while waiting. I walked into the restaurant area with all my hand luggage. There was nobody at the entrance to receive guests and I could not establish whether the restaurant was in fact open. Several staff members were busy inside, but it was unclear whether they were preparing or cleaning. Instead of somebody approaching me and offering assistance, two or three staff members called out at me simultaneously because I was walking across a recently cleaned section of floor with my luggage. I had not deliberately ignored the warning signs. I was simply trying to determine whether the restaurant was open. When I asked whether they were open or closed, I was told, very abruptly shouted at by all three in one voice: “CLOSED!” Again, nobody offered any alternative, suggested that I wait at a corner table, explained when the restaurant would reopen, or attempted to assist me in any way. So, I returned to the lounge and ordered a cheeseburger instead, although I would have preferred a proper lunch. The first order that arrived was incorrect and had to be replaced. From where I was sitting, I then watched other guests arrive at the restaurant and receive a completely different level of welcome and attention. Staff actively greeted and assisted them, while my own attempt to enter the restaurant had resulted in being shouted at and sent away. Fortunately, several members of staff were excellent and deserve recognition. The shuttle driver, May, was exceptionally patient and helpful. I accidentally boarded the wrong Southern Sun shuttle at the airport, and he graciously took me back to the correct hotel after the mistake became apparent. I encountered him again the next day, and he remained consistently friendly and helpful. He is truly an asset to the hotel. I would also particularly like to commend Marlena, the restaurant manager. After hearing what had happened, she came to speak to me personally. She was gracious, professional, sympathetic and extremely helpful. She arranged assistance with charging my phone and later sent a small biltong and fruit platter to my room. She did everything she reasonably could to recover the situation. The kitchen staff member who assisted me and called Marlena was also extremely helpful, as were the barman and bar lady in the lounge. The gentleman who eventually checked me in at 14:00, and who also assisted me when I checked out the following morning, was likewise friendly, professional and welcoming. The next morning, I asked for Nceba’s name because I wanted to raise the matter formally. Nceba then approached me and initially indicated that he was the reception supervisor. I asked whether he knew exactly which of the 366 rooms were occupied, available or being cleaned at that moment. He said that he did, but when I asked how many rooms were currently available, he immediately wanted to consult the computer. Yet, when I checked in he did not even bother checking. Nceba then called Deputy General Manager Rudi Baasden, and I explained the entire situation to him. Mr Baasden handled the conversation professionally. My complaint is therefore not about the entire hotel staff. In fact, most of the people I dealt with were very professional. Unfortunately, the initial treatment at reception and the manner in which I was treated at the restaurant created a completely unnecessary situation that several other employees then had to work very hard to try and repair. I strongly suggest that Southern Sun review the way early-arriving transit guests are handled and provide additional customer-service training where necessary, particularly regarding basic courtesy, checking availability properly, assisting exhausted travellers with practical information, and treating all guests with the same level of respect. For an airport hotel, these should be fundamental parts of the guest experience. But it appears the Southern Sun O.R. Tambo does not understand what it means to be an airport hotel. Many guests are in transit, arriving after long-haul or overnight flights. They may be exhausted, carrying substantial luggage, unable to leave expensive belongings unattended, needing food, a bathroom, somewhere comfortable to sit, and somewhere to charge a phone. An airport hotel should be particularly good at dealing with exactly this type of guest. The hotel had also known approximately a month in advance that I would arrive at around 11:00. I was not demanding that an early check-in be guaranteed. I simply expected some effort to see whether I could be accommodated, and if not, to help make the three-hour wait as comfortable and straightforward as possible. It’s not exactly rocket science.
1 reviews | Active since Jul 2011
Not recommended for transit travellers
Before booking a transit stay with the Southern Sun O.R. Tambo, consider whether you might be better off sleeping on a bench in the airport arrivals hall. I booked a room at Southern Sun O.R. Tambo approximately a month in advance for an overnight stay between connecting flights. I had just travelled from Europe and arrived in Johannesburg at approximately 11:00 after close to 24 hours of travel and an overnight connecting flight with very little sleep. When making the booking through Booking.com, I specifically requested the possibility of an early check-in because I knew I would arrive well before the normal 14:00 check-in time. The hotel did not give me any meaningful information about this request. The only clear response I received was that I could leave my luggage at reception until check-in, after I asked more than once. I had made it clear that I would be travelling with a large amount of luggage. At no point was I given useful information about what facilities would be available while waiting, whether I could use the lounge, have lunch, charge my phone, or otherwise make myself comfortable if an early room was unavailable. When I arrived at the hotel at approximately 11:00, I asked the receptionist, Nceba, whether an early check-in was possible. He asked whether I had a reservation, and I confirmed that I did and that it had already been paid. Then, without looking up my reservation or checking the system, he immediately told me that no rooms were available until 14:00 unless I was willing to accept a smoking room. This was one of the most frustrating aspects of the experience. Southern Sun O.R. Tambo is a large hotel with 366 rooms. I find it difficult to understand how a receptionist could know, without consulting the system, that not a single non-smoking standard room was available, had already been cleaned, or might shortly become available. Even if no suitable room was ultimately available, I expected the courtesy of having my reservation and room availability properly checked before simply being turned away on whim. I then left my three large suitcases with the hotel porters, while keeping my carry-on luggage with me because it contained expensive electronic equipment that I was not prepared to leave unattended. There was zero effort from anyone to help me settle in while I waited. I was not shown where I could sit, offered any practical information, or advised where I could charge my phone or have something to eat. I found the lounge myself. What added insult to injury regarding my interaction with Nceba was that he later came to the lounge and spent time leaning against the bar talking to the barman, while repeatedly staring at me. While I was gathering my hand luggage to go to the bathroom, he also repeatedly looked me up and down in a way that I found very uncomfortable and disrespectful. This stood out even more because, when I saw him dealing with other guests later that day, he was perfectly capable of being extremely friendly and accommodating. I therefore remain unclear why towards me he was so self-important and dismissive. I was also unable to charge my phone. I learned the next day from the deputy manager Rudi Baasden that charging points were apparently available with the lamps in the lounge, but nobody had shown me where these were and I was unable to locate them myself. Too little too late, maybe? Unable to charge my phone, I checked the hotel’s information online before my battery died and saw that a buffet restaurant service was available, so I decided to have lunch while waiting. I walked into the restaurant area with all my hand luggage. There was nobody at the entrance to receive guests and I could not establish whether the restaurant was in fact open. Several staff members were busy inside, but it was unclear whether they were preparing or cleaning. Instead of somebody approaching me and offering assistance, two or three staff members called out at me simultaneously because I was walking across a recently cleaned section of floor with my luggage. I had not deliberately ignored the warning signs. I was simply trying to determine whether the restaurant was open. When I asked whether they were open or closed, I was told, very abruptly shouted at by all three in one voice: “CLOSED!” Again, nobody offered any alternative, suggested that I wait at a corner table, explained when the restaurant would reopen, or attempted to assist me in any way. So, I returned to the lounge and ordered a cheeseburger instead, although I would have preferred a proper lunch. The first order that arrived was incorrect and had to be replaced. From where I was sitting, I then watched other guests arrive at the restaurant and receive a completely different level of welcome and attention. Staff actively greeted and assisted them, while my own attempt to enter the restaurant had resulted in being shouted at and sent away. Fortunately, several members of staff were excellent and deserve recognition. The shuttle driver, May, was exceptionally patient and helpful. I accidentally boarded the wrong Southern Sun shuttle at the airport, and he graciously took me back to the correct hotel after the mistake became apparent. I encountered him again the next day, and he remained consistently friendly and helpful. He is truly an asset to the hotel. I would also particularly like to commend Marlena, the restaurant manager. After hearing what had happened, she came to speak to me personally. She was gracious, professional, sympathetic and extremely helpful. She arranged assistance with charging my phone and later sent a small biltong and fruit platter to my room. She did everything she reasonably could to recover the situation. The kitchen staff member who assisted me and called Marlena was also extremely helpful, as were the barman and bar lady in the lounge. The gentleman who eventually checked me in at 14:00, and who also assisted me when I checked out the following morning, was likewise friendly, professional and welcoming. The next morning, I asked for Nceba’s name because I wanted to raise the matter formally. Nceba then approached me and initially indicated that he was the reception supervisor. I asked whether he knew exactly which of the 366 rooms were occupied, available or being cleaned at that moment. He said that he did, but when I asked how many rooms were currently available, he immediately wanted to consult the computer. Yet, when I checked in he did not even bother checking. Nceba then called Deputy General Manager Rudi Baasden, and I explained the entire situation to him. Mr Baasden handled the conversation professionally. My complaint is therefore not about the entire hotel staff. In fact, most of the people I dealt with were very professional. Unfortunately, the initial treatment at reception and the manner in which I was treated at the restaurant created a completely unnecessary situation that several other employees then had to work very hard to try and repair. I strongly suggest that Southern Sun review the way early-arriving transit guests are handled and provide additional customer-service training where necessary, particularly regarding basic courtesy, checking availability properly, assisting exhausted travellers with practical information, and treating all guests with the same level of respect. For an airport hotel, these should be fundamental parts of the guest experience. But it appears the Southern Sun O.R. Tambo does not understand what it means to be an airport hotel. Many guests are in transit, arriving after long-haul or overnight flights. They may be exhausted, carrying substantial luggage, unable to leave expensive belongings unattended, needing food, a bathroom, somewhere comfortable to sit, and somewhere to charge a phone. An airport hotel should be particularly good at dealing with exactly this type of guest. The hotel had also known approximately a month in advance that I would arrive at around 11:00. I was not demanding that an early check-in be guaranteed. I simply expected some effort to see whether I could be accommodated, and if not, to help make the three-hour wait as comfortable and straightforward as possible. It’s not exactly rocket science.
1 reviews | Active since Jul 2020
did not meet the standard
We booked a one-night stay at Southern Sun Pretoria and unfortunately, our experience was very disappointing. The check-in time was 14:00, so we arrived at 14:00 as stated. We had a function at 16:00, and our plan was to check in, get ready and then leave for the function. At 14:30, we were still told that our room was not ready. This was extremely frustrating, as we had booked and paid for the room and arrived at the official check-in time. When we raised our concerns with the receptionist, the response was not helpful, and at one point she simply shrugged her shoulders. After further conflict and frustration, we eventually received our room at around 15:30 — leaving us with very little time to get ready for our function. The following morning, we experienced another issue. My husband and I paid exactly the same amount as our friends for the same one-night stay, including breakfast. However, our friends were given their breakfast as complimentary, while we were expected to pay for ours. Overall, the service and communication were very disappointing. When paying for a hotel stay, you expect the room to be ready at the advertised check-in time and for the service to be consistent and fair between guests who have paid the same amount for the same package. Unfortunately, this experience did not meet the standard we expected from Southern Sun Pretoria
1 reviews | Active since Jul 2020
did not meet the standard
We booked a one-night stay at Southern Sun Pretoria and unfortunately, our experience was very disappointing. The check-in time was 14:00, so we arrived at 14:00 as stated. We had a function at 16:00, and our plan was to check in, get ready and then leave for the function. At 14:30, we were still told that our room was not ready. This was extremely frustrating, as we had booked and paid for the room and arrived at the official check-in time. When we raised our concerns with the receptionist, the response was not helpful, and at one point she simply shrugged her shoulders. After further conflict and frustration, we eventually received our room at around 15:30 — leaving us with very little time to get ready for our function. The following morning, we experienced another issue. My husband and I paid exactly the same amount as our friends for the same one-night stay, including breakfast. However, our friends were given their breakfast as complimentary, while we were expected to pay for ours. Overall, the service and communication were very disappointing. When paying for a hotel stay, you expect the room to be ready at the advertised check-in time and for the service to be consistent and fair between guests who have paid the same amount for the same package. Unfortunately, this experience did not meet the standard we expected from Southern Sun Pretoria
1 reviews | Active since Sept 2026
Guest Safety Violated at Southern Sun
⚠️ Guest Safety Concern & Breach: uMhlanga Sands Resort I am sharing a concerning experience from a recent stay at uMhlanga Sands Resort so that others can make informed decisions. My companion and I, both female guests, were legitimate, checked-in occupants of our unit. At approximately 3:30 a.m, we were awakened to find a male staff member standing inside our unit. When questioned, he stated that he was conducting a routine check because the resort's system had allegedly indicated that the unit was vacant. This was particularly concerning because the unit had been allocated to us, we had completed the check-in process and there were visible signs that the unit was occupied. We immediately reported the incident to reception. We were informed that there had been a system-related error regarding the occupancy status of the unit. While an apology was provided, we remained concerned about the circumstances that allowed access to an occupied unit during the early hours of the morning. As a result of the incident, we no longer felt comfortable or secure in the accommodation we selected and requested a refund. This request was declined. We appreciate that errors can occur, but guest privacy, safety, and security are fundamental expectations when staying at any accommodation establishment. Waking up to find an unknown person INSIDE a private unit at 3:30 a.m at that ungodly hour was understandably distressing, and we believe the matter warranted a more comprehensive response. We are sharing this experience strictly as a factual account of what occurred and hope that the resort reviews its procedures and safeguards to prevent similar incidents in the future. What made it even more distasteful was the manner in which the situation was handled. There was absolutely no consequence management for the inconvenience caused. Please take this information into consideration when making your accommodation choices. ⚠️
1 reviews | Active since Sept 2026
Guest Safety Violated at Southern Sun
⚠️ Guest Safety Concern & Breach: uMhlanga Sands Resort I am sharing a concerning experience from a recent stay at uMhlanga Sands Resort so that others can make informed decisions. My companion and I, both female guests, were legitimate, checked-in occupants of our unit. At approximately 3:30 a.m, we were awakened to find a male staff member standing inside our unit. When questioned, he stated that he was conducting a routine check because the resort's system had allegedly indicated that the unit was vacant. This was particularly concerning because the unit had been allocated to us, we had completed the check-in process and there were visible signs that the unit was occupied. We immediately reported the incident to reception. We were informed that there had been a system-related error regarding the occupancy status of the unit. While an apology was provided, we remained concerned about the circumstances that allowed access to an occupied unit during the early hours of the morning. As a result of the incident, we no longer felt comfortable or secure in the accommodation we selected and requested a refund. This request was declined. We appreciate that errors can occur, but guest privacy, safety, and security are fundamental expectations when staying at any accommodation establishment. Waking up to find an unknown person INSIDE a private unit at 3:30 a.m at that ungodly hour was understandably distressing, and we believe the matter warranted a more comprehensive response. We are sharing this experience strictly as a factual account of what occurred and hope that the resort reviews its procedures and safeguards to prevent similar incidents in the future. What made it even more distasteful was the manner in which the situation was handled. There was absolutely no consequence management for the inconvenience caused. Please take this information into consideration when making your accommodation choices. ⚠️
1 reviews | Active since Sept 2016
Extremely Disappointing Experience at Southern Sun Bloemfontein
I stayed at Southern Sun Bloemfontein for two nights, from 10–12 September 2026, and unfortunately, what happened during breakfast on my final morning completely ruined my experience and left me extremely disappointed. While having breakfast on 12 September, I found a fly in the chicken livers on my plate. The fly was clearly visible and appeared to have been cooked/fried with the food. It was oily and its colour had changed from green to black. I immediately stopped eating the meal and left the food on my plate. I only continued with a croissant and some juice. When the waitress came to clear our table, she noticed the fly herself. She apologised and removed the plate. She even asked me whether I did not feel like vomiting, which confirmed how unpleasant and shocking the discovery was. At that point, I honestly did not want to make a scene or cause an argument in front of other guests. I was prepared to simply let the matter go, despite how unacceptable it was. Unfortunately, what happened afterwards made the situation much worse. Barely five minutes after the waitress had taken the plate away, a man came to our table. He did not introduce himself or explain who he was or what his position was. He simply stood there staring at us and then said that he had heard that we had found a fly in the food and that “they don’t have such in the kitchen.” The manner in which this was communicated was extremely uncomfortable and upsetting. Instead of showing genuine concern, apologising properly and reassuring me that the matter would be investigated, I felt as though I was being questioned or indirectly accused of somehow bringing the fly with me. That interaction left me frustrated, embarrassed and genuinely saddened. Finding a fly in my food was already an unpleasant experience, but the attitude and approach of the person who came from the restaurant made me feel even worse. I expected professionalism, empathy and accountability, especially from a hotel of this standard. If the hotel believes that the fly did not come from the kitchen or the food, then please check the CCTV footage and trace my movements throughout the morning. I have absolutely nothing to hide. The photos I took clearly show what I found on my plate. What disappoints me most is that I was a paying guest staying at the hotel, and my accommodation was booked by my company. I did not expect luxury treatment, but I certainly expected basic food hygiene, professionalism and respectful customer service. After this experience, I was so uncomfortable and disappointed that I left the hotel. What should have been an ordinary breakfast on the morning of my departure became an experience I will unfortunately remember for all the wrong reasons. I would strongly encourage management to take this complaint seriously, investigate what happened in the kitchen and review how the situation was handled by the staff afterwards. The initial mistake was unacceptable, but the response to the mistake was equally disappointing. Sadly, after this experience, I would not stay at Southern Sun Bloemfontein again, and I would be very hesitant to recommend it to others. Guests should feel confident about the hygiene of the food they are being served and, when something goes wrong, they should feel heard, respected and reassured—not made to feel as though they are somehow responsible for what happened. Very disappointing experience. I expected much better from Southern Sun.
1 reviews | Active since Sept 2016
Extremely Disappointing Experience at Southern Sun Bloemfontein
I stayed at Southern Sun Bloemfontein for two nights, from 10–12 September 2026, and unfortunately, what happened during breakfast on my final morning completely ruined my experience and left me extremely disappointed. While having breakfast on 12 September, I found a fly in the chicken livers on my plate. The fly was clearly visible and appeared to have been cooked/fried with the food. It was oily and its colour had changed from green to black. I immediately stopped eating the meal and left the food on my plate. I only continued with a croissant and some juice. When the waitress came to clear our table, she noticed the fly herself. She apologised and removed the plate. She even asked me whether I did not feel like vomiting, which confirmed how unpleasant and shocking the discovery was. At that point, I honestly did not want to make a scene or cause an argument in front of other guests. I was prepared to simply let the matter go, despite how unacceptable it was. Unfortunately, what happened afterwards made the situation much worse. Barely five minutes after the waitress had taken the plate away, a man came to our table. He did not introduce himself or explain who he was or what his position was. He simply stood there staring at us and then said that he had heard that we had found a fly in the food and that “they don’t have such in the kitchen.” The manner in which this was communicated was extremely uncomfortable and upsetting. Instead of showing genuine concern, apologising properly and reassuring me that the matter would be investigated, I felt as though I was being questioned or indirectly accused of somehow bringing the fly with me. That interaction left me frustrated, embarrassed and genuinely saddened. Finding a fly in my food was already an unpleasant experience, but the attitude and approach of the person who came from the restaurant made me feel even worse. I expected professionalism, empathy and accountability, especially from a hotel of this standard. If the hotel believes that the fly did not come from the kitchen or the food, then please check the CCTV footage and trace my movements throughout the morning. I have absolutely nothing to hide. The photos I took clearly show what I found on my plate. What disappoints me most is that I was a paying guest staying at the hotel, and my accommodation was booked by my company. I did not expect luxury treatment, but I certainly expected basic food hygiene, professionalism and respectful customer service. After this experience, I was so uncomfortable and disappointed that I left the hotel. What should have been an ordinary breakfast on the morning of my departure became an experience I will unfortunately remember for all the wrong reasons. I would strongly encourage management to take this complaint seriously, investigate what happened in the kitchen and review how the situation was handled by the staff afterwards. The initial mistake was unacceptable, but the response to the mistake was equally disappointing. Sadly, after this experience, I would not stay at Southern Sun Bloemfontein again, and I would be very hesitant to recommend it to others. Guests should feel confident about the hygiene of the food they are being served and, when something goes wrong, they should feel heard, respected and reassured—not made to feel as though they are somehow responsible for what happened. Very disappointing experience. I expected much better from Southern Sun.
1 reviews | Active since Jul 2026
The worst customer experience I have ever had - Beacon Island Resort
When I came across this site, I felt compelled to share a review of the worst customer service I have ever experienced, even though it happened two years ago. I stayed at the Beacon Island Hotel. During my stay, I had a bag of laundry that I intended to take to reception to enquire about. As I left my room, I happened to meet the housekeeping manager. I asked him: 1. Does the hotel offer a laundry service? He said “Yes”. 2. How does it work? 3. Do I need to take the laundry to reception? He told me, “It’s fine, you can give it to me,” so I handed it to him. The following day, I received a box containing my clean clothes, along with a bill for R500. The hotel charges per item rather than by weight, as a laundromat would. Had I been told this, I would never have used the service. I later discovered that there was a laundry bag and price list hidden under the TV stand in the room. The list had been completed and signed by a stranger, did not have my name on it and was actually under the name of my friend, who the room was booked under. At checkout, I explained what had happened, but none of the staff seemed to care. I then spoke to the housekeeping manager, who was extremely rude and sarcastic. He told me it was my fault because I had not specifically asked how much the laundry would cost. Apparently, the questions I had asked were not enough for me to be properly informed. His attitude was honestly the worst part of the entire experience. I spoke to several staff members, but they all sided with him, and I ultimately had to pay for: • A service and pricing structure I had not been informed about and had not agreed to. • A ticked off laundry list I was unaware existed. • A laundry list that did not have my name or signature on it. The lack of accountability and the way I was treated by the staff was extremely disappointing and completely unacceptable.
1 reviews | Active since Jul 2026
The worst customer experience I have ever had - Beacon Island Resort
When I came across this site, I felt compelled to share a review of the worst customer service I have ever experienced, even though it happened two years ago. I stayed at the Beacon Island Hotel. During my stay, I had a bag of laundry that I intended to take to reception to enquire about. As I left my room, I happened to meet the housekeeping manager. I asked him: 1. Does the hotel offer a laundry service? He said “Yes”. 2. How does it work? 3. Do I need to take the laundry to reception? He told me, “It’s fine, you can give it to me,” so I handed it to him. The following day, I received a box containing my clean clothes, along with a bill for R500. The hotel charges per item rather than by weight, as a laundromat would. Had I been told this, I would never have used the service. I later discovered that there was a laundry bag and price list hidden under the TV stand in the room. The list had been completed and signed by a stranger, did not have my name on it and was actually under the name of my friend, who the room was booked under. At checkout, I explained what had happened, but none of the staff seemed to care. I then spoke to the housekeeping manager, who was extremely rude and sarcastic. He told me it was my fault because I had not specifically asked how much the laundry would cost. Apparently, the questions I had asked were not enough for me to be properly informed. His attitude was honestly the worst part of the entire experience. I spoke to several staff members, but they all sided with him, and I ultimately had to pay for: • A service and pricing structure I had not been informed about and had not agreed to. • A ticked off laundry list I was unaware existed. • A laundry list that did not have my name or signature on it. The lack of accountability and the way I was treated by the staff was extremely disappointing and completely unacceptable.
1 reviews | Active since Sept 2014
Poor Service from StayEasy EastGate
Reservation Team at StayEasy Eastgate let my booking to expire even after I emailed to alert the staff that will not be coming through no on the day. The notification was inline with the establishment notification timelines. After so many emails to the reservation team - I am being thrown back and forth between reservation people on duty.
1 reviews | Active since Sept 2014
Poor Service from StayEasy EastGate
Reservation Team at StayEasy Eastgate let my booking to expire even after I emailed to alert the staff that will not be coming through no on the day. The notification was inline with the establishment notification timelines. After so many emails to the reservation team - I am being thrown back and forth between reservation people on duty.