Disgusted at The Palace - Sun City

I stayed at the Palace for my honeymoon with my husband for the past 4 days. We both work in hospitality and so we wanted to stay somewhere fancy and beautiful. Our first impression was great, beautiful entrance and room. However once we started walking around we found a lot of the staff very unfriendly and not helpful at all. We went to the pool only to be told that there were no towels and sent from one side of the pool to the other to fetch our own. No one was willing to help us at all. Then we we tried to order a drink we once again were ignored and had to beg for a menu. Only to be told that they close in 20min so we must hurry up. Once we got our drinks we couldn't sit anywhere as the loungers were all covered in dirty towels, dishes and even dirty nappies. All the staff were very rude and definitely note "Palace" or 5 star quality.

Then nearly everywhere I looked staff were on their cell phones. We even saw 3 guys in uniform hiding behind the mini basket ball court place drinking beer. When we called house keeping requesting more milk for our coffee (as this was not replenished every day) they were brought to our room by a staff member who had his cellphone in his hand and he was typing while he handed me the milks. Very unprofessional. And another thing is that my husband is from Romania and so he only speaks Romanian and English and every single staff member would speak their home language to each other in front of us. Which we are taught not to do as you don't know if they are talki g about us or not.

Then we made a booking for a early moe ING game drive for Tuesday morning and we were told we would be leaving at 5.30am. That was all the information we were given. So we arrived a bit early that morning only to be told we had to meet at the welcome centre and not at the Palace. This information was never relayed onto us and if we hadn't of got there early we would have miss the game drive. After that we then made sure we booked all our activities through the vender themselves so that we got the correct information.

Then while we were getting ready for dinner the house keeper came into the room and only didn't even knock and wait for a reply as she walked right into the room and I was completely naked after getting out the bath. She then proceceeded to ask if she can do the turn down. I said no (as clearly I was not leaving the room with no clothes) and told her we'd be gone at about 7.30pm. She then came back at 7.25pm asking again if she can come do turn down. This time my husband answered and he was busy buttoning up his shirt. Once again we told her we weren't ready and that we would be done at 7.30 only.

And finally we booked dinner at the grill room and we told them it was our honeymoon and we requested a special table (this was on Monday) and we went for dinner last night (Thurs). When we arrived we were stuck at a horrible hot corner table (which I requested them to move as I was boiling hot) and the service was as terrible here as it had been at the pool. We were passed o er and ignored. Once our food arrived my ostrich fillet was so tough and hard that I couldn't even cut it with the steak knife they provided. It was terrible. And what's even worse is that when my dessert arrived (white chocolate mousse) it was frozen. Mousse is not meant to be frozen. My husbands food was good, but to only 50% of a dinner to be good is not acceptable.

This is meant to be a 5 star amazing hotel and we were both very disappointed by not one or 2 things but several things. And once again I cannot emphasise how terrible the customer service was. As a South African I was very embarrassed to show my husband around a place that thought would be of the highest standard only to be treated as if we were staying in a R200 room. We received better service from the wimpy at the welcome centre than what we did at your 5 star Palace.

I sent 2 emails to them with this and I received no reply at all.