Southern Sun Gold Reef City

We were moved from the Theme Park Hotel to the ****** Hotel after complaining about the hazards of the refurbishment work underway and workers on ladders staring in at our bedroom window. After a very mediocre dinner at the buffet-type restaurant, we were shocked to discover there was no running water in our room. Despite assurances that the problem would be rectified by 11 pm, we still had no water by the time of our checkout the following morning. Our request for water to be brought up to our room was ignored. It was appalling to have no flush sanitation and no shower before our impending departure for an international air trip. Considering the lack of water to clean crockery as well as the non-the ability for the staff to wash their hands, we were apprehensive of eating the breakfast which was included in our tariff. We turned away in disgust after seeing a filthy piece of cutlery at our place setting . We asked to see the manager, rightfully expecting not only an apology but also a refund - We were told no one in a senior capacity was available. But we would receive an urgent follow-up email. To date, no one has contacted us, despite further follow-ups from me. How appalling that a hotel could rip tourists off like this and not have the courtesy to even acknowledge a serious complaint. Its a travesty that these hotels can claim to be in the "hospitality" industry. Nothing hospitable about them at all. A score of one is too high.

The aircon in our one room did not work and only blowed out hot air. This while Gauteng was experiencing a heat wave. The staff kept on promising that it will be fixed but this never happened. Due to the heat my child kept on having noose bleeds. The front line staff kept on saying the manager will come up with a solution bit we never saw this manager. There was no water and we kept on hearing the water is coming. We could not flush toilets and had to wait for water in the morning. This is the WORST experience ever.

The hotel room was clean and the service from check in to the restaurant was excellent. We will definitely be back there. The rooms are big and spacious and the hot water was amazing and the pillows were very comfortable.