Wild Coast Sun goes Wild

Wild Coast Sun will never see me again. On November 5, 2024, we checked in for a two-day stay and were assigned room 550 on the top floor. When we arrived, we found the room damp and humid, and by 17:00, the air conditioning still hadn’t kicked in, so we called Reception to report it. We were advised to lower the aircon setting and wait another hour until the maintenance team could assist. Our plans to relax were derailed as we waited, yet by 18:35, maintenance still hadn’t arrived, and the air conditioning remained broken. After calling three more times and eventually walking down to Reception to get an update, maintenance finally showed up around 19:01, saying they would reset the aircon and check back in half an hour.

We decided to head to dinner and wait for the repairs. Just after 20:00, we received a call saying the aircon couldn’t be fixed, and we would need to move to room 554. We agreed, as there wasn’t much choice, but when we picked up our new room keys at the desk at 21:00, no one offered to help us move our belongings. We had to transfer everything ourselves to room 554.

The next day, a large team of aircon technicians began working on the fifth floor, breaking into ceilings for fault-finding. This was expected, so we headed to the water park, returning to our room around 15:00, only to find the aircon had gone off again. We reported it to Reception, and this time, the duty manager got involved, promising to have someone check it out. But the cycle repeated: back and forth with no resolution. We went to dinner, again with no updates on the repair. When we returned, the manager called to ask us to move to another room, but at this hour, we refused, deciding to speak with the operations manager in the morning.

The next morning, we arrived for our scheduled 8:00 meeting with the manager. He attempted three times to reach the Operations Manager without success, finally apologizing that the manager wasn’t picking up. We checked out and left, thoroughly disappointed.

It’s absolutely unacceptable for Sun International to treat MVG Card Holders and guests like this, especially when we have specific needs and have voiced our concerns. The lack of assistance, communication, and disregard shown to us as customers made this experience even worse.