Roxanne N

Poor Service and Accommodation Experience at Sun City

Dear Management, I am writing to formally lodge a complaint regarding my recent stay at Sun City, which was extremely disappointing and far below the standards I expected. Over the course of the week, I had a total of three rooms booked, and unfortunately, the experience across all bookings was consistently poor. Upon making my booking at the Cabanas under a promotional offer, I was informed that I would receive 200 credits. However, when I later enquired at the MVG desk about these points, I was told that the credits should have been processed before checking out. This requirement was never communicated to me at the time of booking or during my stay. In addition to this, the staff member at the MVG desk handled the matter in a very unprofessional manner. He was rude and dismissive, repeatedly stating that I should have read the terms and conditions. He referred to a slip provided with the room card, which to me was exactly that a slip that did not look like it had any important information on it besides the room number At no point was the redemption process explained to me, which I find unacceptable. Unfortunately, this was not the only issue during my stay. The cleanliness of the Cabanas room was substandard — the shower had visible water marks and did not appear properly cleaned my sisters room which was next door had ****roaches around the bar fridge area. We then had a second booking under my husband’s name at the Sun City Main Hotel (revamped rooms), where the situation was even worse. The room was not clean, with sweet packets, a hairbrush, and other debris found underneath the bed. Additionally, the key card system malfunctioned, causing significant delays while waiting for assistance. To make matters worse, on the final night of our stay, we encountered a ****roach on the fridge, which is completely unacceptable for a resort of this calibre. Overall, the service across multiple touchpoints within Sun City was consistently poor. This experience did not align with the reputation of the resort, and I feel that the standard of service and accommodation is highly overrated. Given the extent of these issues, I request that this matter be investigated and that appropriate steps be taken to address both the service shortcomings and hygiene concerns. I would also appreciate feedback on how you intend to resolve this matter. I look forward to your prompt response.