Room ****

I’m writing to express my utter dissatisfaction with my recent stay at your hotel. Despite your establishment’s reputation, the service offered during my stay was far from satisfactory. What I experienced was a room ****! And your 4 stars should be 2 stars.

On the 28th October 2025, my family checked into the Sun City Hotel.

Firstly, the rooms we booked ONLINE was 2 rooms – Ground Floor Superior Luxury Family Rooms. What we got was Luxury Accessible Rooms with a interleading door to the other room. This is not WHAT WE PAID FOR!!! I immediately went back to reception where Olefile assisted me. I explained to him that the rooms we booked on the site and the rooms we were given are NOT the same and asked him to move us to the correct rooms. He then proceeds to tell me the rooms we booked are Ground Floor Superior Luxury Family Rooms. We argued and he said the hotel is fully booked and there is nothing he can do. When I asked to speak to the manager, I was told she’s unavailable.

We entered the room and to our disgust the rooms were in an unhygienic condition and had varies maintenance issues. Room 120 the floors weren’t even mopped or cleaned, the carpet had grass from outside, the safe wasn’t working, the water from the shower was standing and not draining. Room 119 the TV was broken, the toilet didn’t flush and broken towel rails in the bathroom. I PAID OVER R10 000.00 for this S**T???????? And the wrong room. So, I called reception yet AGAIN and this time Primrose answered. I asked to speak to the manager again…and guess what? She’s nowhere to be found. I explained the whole situation to Primrose, which she then decides to tell me she will move us to a different room, and WE need to go and check it first if everything is working. Why should I go and check ??? where the floor managers and housekeeping managers are? Shouldn’t they be the ones doing these inspections???? We were then moved to room 111 and room112. On Wednesday afternoon room 111 the toilet wasn’t working. I called twice and was told someone would come. Only after 3 and half hours did someone come to assist. We had to use the toilets in the casino area to relieve ourselves. So again, I didn’t even have the privacy to use the toilet that I paid for????

On Friday before checking out my sister was luckily enough to bump into one of your cleaning staff and she asked her what rooms are from 101 to 106 and she indeed said those rooms were the Ground Floor Superior Luxury Family Rooms so why weren’t we given the rooms we paid for????

On checking out the manager finally made an appearance or as her badge indicated front office DM. I again explained my situation about the rooms to Chwayita Msadu and Sinah on getting my refund as the rooms we booked wasn’t what we received. She just looked at me dumbfounded, I asked her to check and tell me what rooms are from 101 to 106 and she had absolutely no f***ing clue what rooms are at the hotel. She then proceeds to tell my husband and I that the rooms we booked are only for couples and no kids. I then showed her on my phone on the site that it allows me to add kids to this room and why is the room called “Ground Floor Superior Luxury Family Rooms” if this is only for couples??????? Why does your site allow me to add kids to this room why not block it out from adding kids if this is the case. She then tells me she will get her superior to give me a call because she had no f***ing clue what to do or how to lie to us anymore. She couldn’t even give me a proper answer. What kind of staff do you have working there? Since Sun City’s inception, which is now 30 years, my family and I have frequently visited this establishment every year and sometimes even more than once in a year. This is the first time that we have experienced such issues with *********** staff, horrible service delivery and poor room infrastructure. It’s been 4 days since and no one has called me or even emailed me yet???