Poor Management and Security

We were 'rewarded' a weekend away at Suncity - That ended up been a very unrewarding weekend.

1. My husband was apprehended by TWO security guards for 'walking around without a shirt' from the pool area to the main hotel entrance. He was told to walk around the whole hotel and use the other entrance to go and fetch a shirt.

2. We were woken up on Sunday morning at 4h30 by a group of drunk and disorderly people who spent 30min in the corridor of the 'family room' floor laughing and making a noise. My husband went out our room to ask them to keep quiet - They ignored him and continued to make a noise.

3. I was woken up, again, at 5h15 by the people in the room above us banging on the floor while dancing and shouting out their window. Also drunk and disorderly. My husband, who was unable to go back to sleep, had taken a walk and when he returned to the room he said he could hear them from the pool area (FIVE floors down) - I called reception to complain and was told they would ask security to investigate.

4. When checking out at 8am, because we had been awake from 5am, I asked to speak to the manager. The lady went to the back office to call the manager. After waiting for 5min , the manager - Grace - appeared and instead of speaking to me she went to check out another guest first. Eventually when Grace was able to indulge me with her time, I explained the situation, I recieved a blank stare with no response or apology. I was told she would call the security manager to deal with the issue.

5. After waiting an additional 15min for the security manager- Beauty - I had to explain everything again to which I received another blank stare and a response that the security does not patrol the hotel at night. We then asked to speak to someone who actually had some management s****s and she called her supervisor and asked for then to urgently come to reception. While waiting Beauty ignored my husband and continued to WhatsApp on her phone.

6. After waiting an additonal 15min for the supervisor to arrive my husband and I made the decision to leave due to the lack of respect and customer care.

SOHO Sun City - Its clear that you dont mind drunk and disorderly people waking up other guests but you do mind my husband walking around without a shirt! Thank you for the 'relaxing' weekend.

I highly recommend that you provide training to your managers and ensure they know what is expected in a management position. I also highly recommend that you ensure your security starts doing night patrol as it is a FAMILY resort and it is a massive security risk. The resort should not be allowing drunk and disorderly people to be ruining the experience of other guests.