Treated like nobodies & 1-sided investigations!!

my family and I were guests at the Emerald Resort & Casino from 1 May to 3 May 2026. We stayed at the Bush Lodge (Nkwe), and up until the incident, our experience had been pleasant.

On Sunday, 3 May, after checking out and having breakfast, we decided to spend a final moment at the pool area before departing. At approximately 12:00 PM, I went to call my family, only to find my younger sister involved in a verbal disagreement with three other guests following a misunderstanding between children in the pool.

I intervened and encouraged my sister to disengage so we could leave. Although she initially comp****, she was taken aside by staff to an interview room. Upon exiting, the same guests allegedly mocked her, which led her to briefly record them on her phone.

Shortly thereafter, multiple security personnel approached her and demanded that she delete the video. She cooperated and deleted it in their presence. However, more security staff continued to arrive, eventually surrounding her (approximately 6 or more individuals), insisting she also delete the video from her trash folder.

When she refused, they prevented her from leaving. At this point, I began recording the situation for my own protection, as I felt the situation was escalating and unjustified.

What followed was deeply distressing:

• I was aggressively approached by several security personnel • I was threatened with arrest for recording • A female security officer forcefully grabbed my phone, causing it to fall • I was physically manhandled, resulting in injury to my arm • My phone was taken from me against my will • I was repeatedly pulled back while attempting to leave I have travelled to many places and have never experienced such treatment. Being handled in such a manner, particularly over a personal device was degrading, unacceptable, and felt discriminatory. It is deeply concerning that paying guests can be treated in such a way.

This incident has had both emotional and physical impact on myself and the children and has completely overshadowed what was meant to be a memorable family experience. I sent an email to complain, and they do not find any misconduct on their end. This is shocking !!