Cascades is not a 5 star hotel anymore

Good Day

I am only reviewing here because my survey link has expired, I was too busy to do the survey when Sun international asked. I stayed at Sun City’s Cascades Hotel from 10 to 11 February 2019 for a short getaway. The staff were friendly however I think that hotel is more of a 4 star rather than 5 star, they need to degrade it. What kind of a 5 star hotel luxury balcony hotel room doesn’t have a stocked mini fridge? What was the point of even having a fridge in our room. It’s just taking up unnecessary space. When we called reception to notify them that our fridge was empty they told us room service would call us back. When room service called us back after 15 minutes we explained to them that our fridge is empty. Then whoever was speaking said that they don’t do that anymore, what would we like to have, we can order from the menu that they are going to bring up.

Then I said “We don’t know, we like to have the option to just pick from the fridge as we usually have in our sun city hotel rooms and other hotels of the same standard”.

Then room service insisted that they could bring me whatever I wanted. I said Coke and something sweet like chocolate peanuts or chocolate. Room service responded by saying that they don’t have sweets then they told me the very limited drinks that they do have.

I then informed them that actually I was fine, they don’t have to worry then.

Later on in the day we ordered from the room service menu. They told us our food would arrive in 30 mins. However it arrived in about 62 mins during which time we had gotten so hungry we went to the entertainment centre’s Spur to get takeaway to bring back to our room. By the time the room service food arrive we had eaten. Not to mention the food was ugly and not delicious, it tasted like something I would make myself (I can’t cook) or boarding school food.

The above experiences were not 5 star. It is not the Cascades I remember from my teenhood holidays with my family. Not the 5 star Cascades of 15 years ago.

I guess I should stick to The Palace from now on, but who knows, maybe the entire resort has degraded.

I could type more but the above stood out.

Thank you