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