We were really looking forward to our stay, having visited just over a year ago and thoroughly enjoyed it then. Unfortunately, this visit was bitterly disappointing and fell far short of the standards we expected from a Southern Sun Resort. The room maintenance was clearly neglected. The shower water fluctuated from freezing cold to boiling hot, making it impossible to enjoy a comfortable shower. We did report the shower issue, however, nothing was done about it. The fridge was not working, the air conditioner was faulty, and the utility plug at the desk was loose and coming out of the desk. What has happened to basic maintenance checks before guests arrive? Although maintenance staff came to fix the fridge and plug when we called, this should have been done prior to our arrival — we should not have to spend our holiday time waiting for repairs. To make matters worse, there were cockroaches in my daughter’s room, which is completely unacceptable. Our first dinner was also disappointing. We were told we had to pay cash for drinks as the resort no longer allows charges to be billed to the room due to some guests not settling their accounts. Surely taking credit card details at check-in and settling outstanding amounts on check-out is standard practice at reputable resorts? On Friday evening, chaos ensued at dinner. A matric dance was being held in the courtyard next to the restaurant, and when we arrived, we were told there were no tables available and had to wait in the bar. When I asked the manager why we weren’t informed to book a table, he simply said it was “first come, first served.” After about 15 minutes we were finally seated, but just as we sat down, the matric guests descended on the buffet. The restaurant was swamped, queues stretched through the entire space, and it was nearly impossible to get food. There was very little left of the main dishes, and the dessert station was completely empty. It was obvious that the kitchen had severely underestimated the amount of food required to cater for both regular guests and the large matric group. The experience was extremely unpleasant and poorly managed. What was once a relaxing and enjoyable destination has clearly deteriorated. From poor maintenance and hygiene to disorganized dining and questionable management decisions, this visit was far below expectations. We left feeling disappointed and frustrated On the positive side, the staff were still great — friendly, helpful, and doing their best to accommodate us despite the circumstances. It would seem, however, that management is the real problem and no longer prioritizes guest satisfaction. This resort also hosts numerous overseas tour groups, and I can only imagine what a disappointing impression this must leave on international visitors. Sadly, our recent experience has made us question whether we would return. This is not what we expect from a Southern Sun Resort.
