BH
Beverly Hills Hotel - The Sugar Club Restaurant
Unclaimed Business
BH
Beverly Hills Hotel - The Sugar Club Restaurant
Unclaimed Business
1 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
1|1 Reviews
May '25 - Apr '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Recent reviews (1)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceSL
Sisi L
1 reviews | Active since Jan 2020
2 Jan 2026, 09:11
Disappointing and Unacceptable Service at The Sugar Club
On December 30th, my husband and I decided to pop into The Sugar Club at the Beverly Hills Hotel in Umhlanga for what we hoped would be a quick, relaxing meal after an exhausting day. As a so-called iconic five-star establishment boasting “culinary excellence” and “intuitive service,” we expected at least basic competence. What we got was an embarrassing display of negligence, indifference, and outright chaos that no paying customer, let alone one at premium prices, should ever endure. The restaurant was far from full, yet we sat ignored for nearly 30 minutes without a single staff member acknowledging us. No menus, no water, nothing. When a waitress finally sauntered over, her attitude was blatantly disinterested, as if serving us was an inconvenience. She took our drinks order with minimal eye contact and zero enthusiasm, then vanished. Our drinks arrived… and that was it. No one returned to take our food order. We waited and waited, watching other tables receive attention while we were treated like invisible ghosts. Only after we actively complained did someone bother to show up, and even then, it felt begrudging. To add insult to injury, our empty glasses sat untouched until we mentioned it. No refills, no check-ins, no apologies. The entire experience was disorganised, sloppy, and utterly chaotic, a far cry from the polished, “upper-class” image the Beverly Hills Hotel so aggressively markets. We frequent high-end restaurants regularly, and this was easily one of the worst service experiences we’ve ever had. Shockingly, even modest local eateries in our area deliver far superior attention because they actually value their customers and understand basic hospitality. The Sugar Club? It seems content to rest on outdated laurels while delivering subpar, arrogant service that wouldn’t pass in a roadside café. To the manager or head waiter: I extend a genuine invitation to join me at one of the excellent local restaurants where I live. I’ll gladly cover the bill so you can witness firsthand what real customer care, prompt service, and genuine warmth look like. Perhaps it will inspire the urgent training your team so desperately needs. Until meaningful changes are made, save your money and go elsewhere. The Beverly Hills Hotel’s dining is a disappointing sham not worthy of its self-proclaimed prestige.
Helpful (0)
|Replies (0)SL
Sisi L
1 reviews | Active since Jan 2020
2 Jan 2026, 09:11
Disappointing and Unacceptable Service at The Sugar Club
On December 30th, my husband and I decided to pop into The Sugar Club at the Beverly Hills Hotel in Umhlanga for what we hoped would be a quick, relaxing meal after an exhausting day. As a so-called iconic five-star establishment boasting “culinary excellence” and “intuitive service,” we expected at least basic competence. What we got was an embarrassing display of negligence, indifference, and outright chaos that no paying customer, let alone one at premium prices, should ever endure. The restaurant was far from full, yet we sat ignored for nearly 30 minutes without a single staff member acknowledging us. No menus, no water, nothing. When a waitress finally sauntered over, her attitude was blatantly disinterested, as if serving us was an inconvenience. She took our drinks order with minimal eye contact and zero enthusiasm, then vanished. Our drinks arrived… and that was it. No one returned to take our food order. We waited and waited, watching other tables receive attention while we were treated like invisible ghosts. Only after we actively complained did someone bother to show up, and even then, it felt begrudging. To add insult to injury, our empty glasses sat untouched until we mentioned it. No refills, no check-ins, no apologies. The entire experience was disorganised, sloppy, and utterly chaotic, a far cry from the polished, “upper-class” image the Beverly Hills Hotel so aggressively markets. We frequent high-end restaurants regularly, and this was easily one of the worst service experiences we’ve ever had. Shockingly, even modest local eateries in our area deliver far superior attention because they actually value their customers and understand basic hospitality. The Sugar Club? It seems content to rest on outdated laurels while delivering subpar, arrogant service that wouldn’t pass in a roadside café. To the manager or head waiter: I extend a genuine invitation to join me at one of the excellent local restaurants where I live. I’ll gladly cover the bill so you can witness firsthand what real customer care, prompt service, and genuine warmth look like. Perhaps it will inspire the urgent training your team so desperately needs. Until meaningful changes are made, save your money and go elsewhere. The Beverly Hills Hotel’s dining is a disappointing sham not worthy of its self-proclaimed prestige.
0
Replies (0)PM
Prin M
1 reviews | Active since Jan 2020
3 May 2021, 08:52
My son was served bicarbonate of soda instead of icing sugar
We stayed at the hotel from 25/04 to 27/04 and had breakfast at the Sugar Club Restaurant. My son ordered the pancakes from the menu. When he recieved his pancakes he complained of a bitter taste. I advised him to add more syrup and cream thinking nothing of it. When he carried on complaining I decided to have a taste, I found that instead of icing sugar they had added bicarbonate of soda as the topping onto the pancake. We also ordered another portion as a takeaway for him which also tasted the same. Also the side platter which serves the syrup, cream and icing sugar also had bicarbonate of soda in the place of the icing sugar. I called the waiter who immediately took the pancakes away and replaced it. He himself admitted that this did not happen before. What shocked me the most that no one from senior managment came to our table to see if my son was okay and apologise for the incident. By the way my son did complain of a tummy ache afterwards. When I called the Beverly Hills and spoke to the Food and Beverage Manager (Nathan), he did not seem at all concerned and said this was not brought to his attention. He said he would investigate and get back to me. I am still waiting for his call and that of the chef. You would think the premium you pay to stay at this hotel, the service should be exceptional but it is far from that. A complete waste in my view.
Helpful (0)
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Prin M
1 reviews | Active since Jan 2020
3 May 2021, 08:52
My son was served bicarbonate of soda instead of icing sugar
We stayed at the hotel from 25/04 to 27/04 and had breakfast at the Sugar Club Restaurant. My son ordered the pancakes from the menu. When he recieved his pancakes he complained of a bitter taste. I advised him to add more syrup and cream thinking nothing of it. When he carried on complaining I decided to have a taste, I found that instead of icing sugar they had added bicarbonate of soda as the topping onto the pancake. We also ordered another portion as a takeaway for him which also tasted the same. Also the side platter which serves the syrup, cream and icing sugar also had bicarbonate of soda in the place of the icing sugar. I called the waiter who immediately took the pancakes away and replaced it. He himself admitted that this did not happen before. What shocked me the most that no one from senior managment came to our table to see if my son was okay and apologise for the incident. By the way my son did complain of a tummy ache afterwards. When I called the Beverly Hills and spoke to the Food and Beverage Manager (Nathan), he did not seem at all concerned and said this was not brought to his attention. He said he would investigate and get back to me. I am still waiting for his call and that of the chef. You would think the premium you pay to stay at this hotel, the service should be exceptional but it is far from that. A complete waste in my view.
0
Replies (0)LN
Lucretia N
1 reviews | Active since Jan 2020
19 Apr 2021, 00:47
Whites guesses given superior treatment
High tea experience was really disappointing and disgusting. White guests were given superior treatment. Our drinks were not allowed to be refilled when requested but two tables with white guests had there’s continuously refilled. When asked the waiter they responded there manager only gave permission for those two tables to be topped up. We were not allowed
Helpful (0)
|Replies (0)LN
Lucretia N
1 reviews | Active since Jan 2020
19 Apr 2021, 00:47
Whites guesses given superior treatment
High tea experience was really disappointing and disgusting. White guests were given superior treatment. Our drinks were not allowed to be refilled when requested but two tables with white guests had there’s continuously refilled. When asked the waiter they responded there manager only gave permission for those two tables to be topped up. We were not allowed
0
Replies (0)pM
precious M
1 reviews | Active since Jan 2020
15 Oct 2020, 11:04
Excellent Service from Emeline at Beverley Hills Hotel
Last week I received such excellent service from Emeline while enquiring about a booking I wanted to make at the Beverley Hills Hotel. Her explanation of the booking process was very clear and concise. She was even willing to answer most of my questions. Her service is great. May she keep up the good work, its people like her who promote the brand of the organisations they work for.
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precious M
1 reviews | Active since Jan 2020
15 Oct 2020, 11:04
Excellent Service from Emeline at Beverley Hills Hotel
Last week I received such excellent service from Emeline while enquiring about a booking I wanted to make at the Beverley Hills Hotel. Her explanation of the booking process was very clear and concise. She was even willing to answer most of my questions. Her service is great. May she keep up the good work, its people like her who promote the brand of the organisations they work for.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
24 Aug 2020, 07:03
Muslim couple denied breakfast at Beverly Hills
It's rather unfortunate at we a Muslim coupled was denied breakfast seating at a 5 star hotel after making a reservation and booking for breakfast. After 45 minutes other guests where allocated tables that made a booking after us. When I confronted the GM John he was rather abusive and would not fix the problem I than called the operations manager and explained to her the situation no response. I wrote to the hotels CEO and recieved a response and his concluding remarks was that I threathened his staff. Which is incorrectly I spoke to the GM this morning he was rather aggressive and disrespectful he continued shouting at me and when I asked my wife to speak to him he dropped the call It's only respectful to ensure that if you book a table and you next in line you are given the table which was not that case. The lady ignored us and John belittled us as Muslim guests. His conduct as a GM is a problem he accused me of having issues with him and due to our safely we had to unfortunately get out of the hotel and seek alternative axxomodation
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Anonymous
1 reviews | Active since Jan 2020
24 Aug 2020, 07:03
Muslim couple denied breakfast at Beverly Hills
It's rather unfortunate at we a Muslim coupled was denied breakfast seating at a 5 star hotel after making a reservation and booking for breakfast. After 45 minutes other guests where allocated tables that made a booking after us. When I confronted the GM John he was rather abusive and would not fix the problem I than called the operations manager and explained to her the situation no response. I wrote to the hotels CEO and recieved a response and his concluding remarks was that I threathened his staff. Which is incorrectly I spoke to the GM this morning he was rather aggressive and disrespectful he continued shouting at me and when I asked my wife to speak to him he dropped the call It's only respectful to ensure that if you book a table and you next in line you are given the table which was not that case. The lady ignored us and John belittled us as Muslim guests. His conduct as a GM is a problem he accused me of having issues with him and due to our safely we had to unfortunately get out of the hotel and seek alternative axxomodation
0
Replies (0)SR