Emerald Resort & Casino
Claimed Business
Emerald Resort & Casino
Claimed Business
15 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Emerald Resort & Casino faces significant criticism centred on consistently poor staff attitudes, with guests describing employees as rude, dismissive and unwelcoming across multiple touchpoints including reception, housekeeping, and the Graze restaurant. Recurring complaints highlight hidden fees at check-in, delayed food service at Aquadome events, lack of halaal food options, and unresolved guest complaints. The casino also drew concern over a disputed slot machine payout. Positive experiences praised the game drive guide Thato, reservations agent Carol Xaba, and an overall improved resort atmosphere on select visits.
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
-40
Recommended: Unlikely
Review Distribution
1.8|15 Reviews
May '25 - Apr '26
5(10%)
4(0%)
3(0%)
2(0%)
1(90%)
5(10%)
4(0%)
3(0%)
2(0%)
1(90%)
Frequently Asked Questions About Emerald Resort & Casino
Based on recent customer reviews, Emerald Resort & Casino faces significant criticism centred on consistently poor staff attitudes, with guests describing employees as rude, dismissive and unwelcoming across multiple touchpoints including reception, housekeeping, and the Graze restaurant. Recurring complaints highlight hidden fees at check-in, delayed food service at Aquadome events, lack of halaal food options, and unresolved guest complaints. The casino also drew concern over a disputed slot machine payout. Positive experiences praised the game drive guide Thato, reservations agent Carol Xaba, and an overall improved resort atmosphere on select visits.
Emerald Resort & Casino has a TrustIndex of 0 out of 10 on Hellopeter, based on 15 reviews in the last 12 months. Hellopeter has tracked Emerald Resort & Casino across 152 total reviews. How is the TrustIndex calculated? →
Recent reviews (15)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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Nene M
1 reviews | Active since Jan 2020
18 Feb 2026, 09:51
Customer Service/lack of telephone etiquette
Why do you have rude people working for you guys, Thokozile was very impatient, how do you raise your voice at a customer & tell them ' the problem is that you donot listen' she ruined my day & to think I am still coming to the Emerald resort later in the month makes me very nervous: All i wanted was to ask details regarding the Sundowner Game drives:(
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Nene M
1 reviews | Active since Jan 2020
18 Feb 2026, 09:51
Customer Service/lack of telephone etiquette
Why do you have rude people working for you guys, Thokozile was very impatient, how do you raise your voice at a customer & tell them ' the problem is that you donot listen' she ruined my day & to think I am still coming to the Emerald resort later in the month makes me very nervous: All i wanted was to ask details regarding the Sundowner Game drives:(
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Quinton V
1 reviews | Active since Jan 2020
17 Feb 2026, 06:56
Housekeeping barged in on us and almost saw us naked!
at 07:55am while we were getting dressed in our suite, house keeping knocked on the door and without giving us a chance to answer, just opened the door and went in. We yelled at them to stop, as we're getting dressed, I had to duck behind the wall... We told house keeping that they can't come in a clean the room with just one knock and no wait time! We then reported this to reservations and they told us they would get back to us after reporting and adressing the incident. Nothing happened. We then logged the issue with Emerald via Email. When they phoned us today they said there was no incident logged. So reservations never addressed our issue. We also reported a missing item, which we know we forgot there. We got a call back now stating nothing was left in the room. We also asked if the item could be couriered to us and they said it's not their policy to courier items and it's up to a guest to make arrangements. To which I said, what if the person lives so far away that they cannot just drive back? She was stumped and had no answer, then just said that's policy. So the company really doesn't care about customers? We paid a lot of money for 2 nights, more than it actually should cost to be honest. We pay premium but get sub par quality and service
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Quinton V
1 reviews | Active since Jan 2020
17 Feb 2026, 06:56
Housekeeping barged in on us and almost saw us naked!
at 07:55am while we were getting dressed in our suite, house keeping knocked on the door and without giving us a chance to answer, just opened the door and went in. We yelled at them to stop, as we're getting dressed, I had to duck behind the wall... We told house keeping that they can't come in a clean the room with just one knock and no wait time! We then reported this to reservations and they told us they would get back to us after reporting and adressing the incident. Nothing happened. We then logged the issue with Emerald via Email. When they phoned us today they said there was no incident logged. So reservations never addressed our issue. We also reported a missing item, which we know we forgot there. We got a call back now stating nothing was left in the room. We also asked if the item could be couriered to us and they said it's not their policy to courier items and it's up to a guest to make arrangements. To which I said, what if the person lives so far away that they cannot just drive back? She was stumped and had no answer, then just said that's policy. So the company really doesn't care about customers? We paid a lot of money for 2 nights, more than it actually should cost to be honest. We pay premium but get sub par quality and service
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Chane E
1 reviews | Active since Jan 2020
4 Sept 2025, 08:34
Awful experience
Unfortunately, my husband and I had a less than satisfactory experience... On arrival, we were told about the R500 "breakage fee" - for a one night stay. This was not advised before at any stage of making the booking. It even said on the confirmation that "Taxes and Fees" were R0, the amount of R1080 included taxes and fees and that the total due on arrival was R0. Not only was this frustrating, it was also embarrassing, as the entire trip had been planned and budgeted for. This constitutes false advertising and is extremely misleading for clients. Additionally, there was an unmentioned fee of R10.81 for a vehicle permit. This issue could have been avoided with 1 simple line on the confirmation reservation where it states what is to be paid on arrival! Additionally, the staff leaving the reception were refusing other clients to enter and were extremely rude. The night of our stay just increased our frustration as there was no internet or TV. No notice was given to the guests, I had to call someone to find out what was happening only to be told that IT was "sorting it out" with no ETA on when this "free service" would be rectified. That is unfortunately not the level of service that I expected from a high ranking hotel... What I find extremely strange is that we were billed this R500 "breakage fee" on arrival, then you receive the cash as you leave; with no inspection of the property? This makes the fee utterly pointless.
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Chane E
1 reviews | Active since Jan 2020
4 Sept 2025, 08:34
Awful experience
Unfortunately, my husband and I had a less than satisfactory experience... On arrival, we were told about the R500 "breakage fee" - for a one night stay. This was not advised before at any stage of making the booking. It even said on the confirmation that "Taxes and Fees" were R0, the amount of R1080 included taxes and fees and that the total due on arrival was R0. Not only was this frustrating, it was also embarrassing, as the entire trip had been planned and budgeted for. This constitutes false advertising and is extremely misleading for clients. Additionally, there was an unmentioned fee of R10.81 for a vehicle permit. This issue could have been avoided with 1 simple line on the confirmation reservation where it states what is to be paid on arrival! Additionally, the staff leaving the reception were refusing other clients to enter and were extremely rude. The night of our stay just increased our frustration as there was no internet or TV. No notice was given to the guests, I had to call someone to find out what was happening only to be told that IT was "sorting it out" with no ETA on when this "free service" would be rectified. That is unfortunately not the level of service that I expected from a high ranking hotel... What I find extremely strange is that we were billed this R500 "breakage fee" on arrival, then you receive the cash as you leave; with no inspection of the property? This makes the fee utterly pointless.
0
Replies (0)DS
Danielle S
1 reviews | Active since Jan 2020
2 Sept 2025, 10:14
Birthday Party_Terrible service
I must express how disappointed I am by the service I received, if it was not for the lovely supervisor on duty, I think my experience would have been worse. On Saturday the 30th August we were at the Aquadome celebrating my son's 5th birthday party. Firstly, we arrived and were placed in a corner out of sight where anyone could just walk into our area as they please, I understand it is a public place, but we had people place chairs where we were seated. The lovely supervisor (unfortunately I did not get her name) assisted by suggesting an area outside which my husband was against and just decided to stay where we are to avoid making a scene or leaving, because that is what we wanted to do at one point. Secondly, lunch was scheduled for 12 - 12:30 as per communication via the quote received. I had children falling asleep hungry and parents asking me where the food was, which only arrived at 13:35. It was embarrassing for me. The kids had to eat from the platters on the table to avoid any of them falling asleep hungry. Thirdly, the staff, some were very helpful, very sympathetic and tried to ensure we were okay whilst another lady at reception gave a "I don't want to deal with you right now" kind of attitude. I must say that other parties there on the day had received everything timeously because we watched them...cool drinks, party packs, food, by the time they were done eating we still had not received anything. When the supervisor was occupied or not there (at the casino) if I did not ask or follow up on something I was not attended to. I appreciate everything, my son turned 5, it was his first birthday party that we had held for him....I don't mind returning as a customer for day visits but I will not book the venue again for private use, it was clear that you guys were overbooked or maybe it was just the treatment I received, but I must say it was an embarrassing experience, especially with family and church members there to witness it, who have never been to the Aquadome.
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Danielle S
1 reviews | Active since Jan 2020
2 Sept 2025, 10:14
Birthday Party_Terrible service
I must express how disappointed I am by the service I received, if it was not for the lovely supervisor on duty, I think my experience would have been worse. On Saturday the 30th August we were at the Aquadome celebrating my son's 5th birthday party. Firstly, we arrived and were placed in a corner out of sight where anyone could just walk into our area as they please, I understand it is a public place, but we had people place chairs where we were seated. The lovely supervisor (unfortunately I did not get her name) assisted by suggesting an area outside which my husband was against and just decided to stay where we are to avoid making a scene or leaving, because that is what we wanted to do at one point. Secondly, lunch was scheduled for 12 - 12:30 as per communication via the quote received. I had children falling asleep hungry and parents asking me where the food was, which only arrived at 13:35. It was embarrassing for me. The kids had to eat from the platters on the table to avoid any of them falling asleep hungry. Thirdly, the staff, some were very helpful, very sympathetic and tried to ensure we were okay whilst another lady at reception gave a "I don't want to deal with you right now" kind of attitude. I must say that other parties there on the day had received everything timeously because we watched them...cool drinks, party packs, food, by the time they were done eating we still had not received anything. When the supervisor was occupied or not there (at the casino) if I did not ask or follow up on something I was not attended to. I appreciate everything, my son turned 5, it was his first birthday party that we had held for him....I don't mind returning as a customer for day visits but I will not book the venue again for private use, it was clear that you guys were overbooked or maybe it was just the treatment I received, but I must say it was an embarrassing experience, especially with family and church members there to witness it, who have never been to the Aquadome.
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Saniel C
1 reviews | Active since Jan 2020
27 Aug 2025, 13:54
****** staff!!!!!!!!!corne breedt.
Good day, I would hope this mail finds you as general manager of emerald resort tsogo sun, just yesterday me and my fiance decided we would have a mid week break and head to your resort, 1stly we were so excited as it was 2 hour journey from where we stay to your resort upon arrival I will commend the lady's on arrival swift nice and full of greetings, we initially wanted to book chalets and decided on the hotel as chalet was to far, the lady's at front desk convinced us to have supper at the hotel to which we agreed, we went to aqua dome and enjoyed till supper arrived, on arrival at the entrance we were looked at not greeted by a man called corne breedt, to which my mood all sudden changed this man was rude, zero service and not friendly rather intimidating we asked if we could look at the buffet and what they have he rep**** "yaaahh"...now that for me alone was a buzz kill..in any case we had a look and decided we won't let him spoil our evening so we had supper I wasn't feeling well and a lovely lady assisted me the waiter I asked her if I could take my fruit to room she happily agreed however I asked her to just confirm with her manager as i see it could be a situation if we confronted each other ,she looked at me and said they fear him I was shocked and she went to get consent and was told no, to which she came back shrugging her shoulders now firstly you can't have a leader that staff fears, Secondly he didn't even come and talk to us one thing I know is that you send your staff for propper training "moment of truth" honestly was the worst experience I ever recieved, to top it up I went to reception in evening new staff was there I asked for new towels as we just had a bath and for top up on tea station as my fiance enjoys tea the lady just stared at me as if I was asking for her own tea...can you picture this experience, I am a broker and my Job is service going extra mile for clients and yes I know there's difficult people I am a nice person. I tend not to fuss top it off 27th day of check out I go to request late check out as I had a meeting with client the lady at desk looks at me and laughs....what kind of experience are you guys wanting to give people..I didn't even take the late check put I left at 12 I really am appalled and this same msg will be sent to hello Peter and socials because you guys are doing lots of renovations, invest in training your staff professionally, non biased non ****** and more eager to serve. Because it's a big sh#t show. Thanks
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Saniel C
1 reviews | Active since Jan 2020
27 Aug 2025, 13:54
****** staff!!!!!!!!!corne breedt.
Good day, I would hope this mail finds you as general manager of emerald resort tsogo sun, just yesterday me and my fiance decided we would have a mid week break and head to your resort, 1stly we were so excited as it was 2 hour journey from where we stay to your resort upon arrival I will commend the lady's on arrival swift nice and full of greetings, we initially wanted to book chalets and decided on the hotel as chalet was to far, the lady's at front desk convinced us to have supper at the hotel to which we agreed, we went to aqua dome and enjoyed till supper arrived, on arrival at the entrance we were looked at not greeted by a man called corne breedt, to which my mood all sudden changed this man was rude, zero service and not friendly rather intimidating we asked if we could look at the buffet and what they have he rep**** "yaaahh"...now that for me alone was a buzz kill..in any case we had a look and decided we won't let him spoil our evening so we had supper I wasn't feeling well and a lovely lady assisted me the waiter I asked her if I could take my fruit to room she happily agreed however I asked her to just confirm with her manager as i see it could be a situation if we confronted each other ,she looked at me and said they fear him I was shocked and she went to get consent and was told no, to which she came back shrugging her shoulders now firstly you can't have a leader that staff fears, Secondly he didn't even come and talk to us one thing I know is that you send your staff for propper training "moment of truth" honestly was the worst experience I ever recieved, to top it up I went to reception in evening new staff was there I asked for new towels as we just had a bath and for top up on tea station as my fiance enjoys tea the lady just stared at me as if I was asking for her own tea...can you picture this experience, I am a broker and my Job is service going extra mile for clients and yes I know there's difficult people I am a nice person. I tend not to fuss top it off 27th day of check out I go to request late check out as I had a meeting with client the lady at desk looks at me and laughs....what kind of experience are you guys wanting to give people..I didn't even take the late check put I left at 12 I really am appalled and this same msg will be sent to hello Peter and socials because you guys are doing lots of renovations, invest in training your staff professionally, non biased non ****** and more eager to serve. Because it's a big sh#t show. Thanks
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Matieho M
1 reviews | Active since Jan 2020
18 Jul 2025, 04:53
Buffet dinner without tap water at least?
Graze restaurant my colleagues and I went for buffet dinner,we ate food when we asked for Tap water we told water is sold,am totally disappointed I went to many buffets to other restaurants we were offered lemon water,Water with ice cubes for free,water is life and for the price we paid for I believe it was supposed to be offered,
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Matieho M
1 reviews | Active since Jan 2020
18 Jul 2025, 04:53
Buffet dinner without tap water at least?
Graze restaurant my colleagues and I went for buffet dinner,we ate food when we asked for Tap water we told water is sold,am totally disappointed I went to many buffets to other restaurants we were offered lemon water,Water with ice cubes for free,water is life and for the price we paid for I believe it was supposed to be offered,
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Toinette Meiring van Eeden
1 reviews | Active since Jan 2020
21 Jun 2025, 08:17
Emerald Casino Refuses to pay out bonus
**Complaint: Emerald Casino – Refusal to Payout 1000x Bonus Due to Claimed Malfunction** On 19 June 2025, I was playing the "Wheel of Gold" slot machine at **Emerald Casino in Vanderbijl Park** when I triggered the bonus feature. The bonus wheel spun and visibly landed on 1000x my bet. However, at that exact moment, the machine tilted and casino staff immediately claimed it had malfunctioned. A technician was called to inspect the machine, and I was instructed to press the play button again to "complete the round." Upon doing so, the wheel landed on only 75x. I was then told that the original result did not count because of the alleged fault. I find this explanation unacceptable and deeply concerning. The so-called malfunction occurred the moment a large win was registered, and there has been no clear evidence or transparency to support the casino’s decision. This raises serious questions about your casino's credibility.
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Toinette Meiring van Eeden
1 reviews | Active since Jan 2020
21 Jun 2025, 08:17
Emerald Casino Refuses to pay out bonus
**Complaint: Emerald Casino – Refusal to Payout 1000x Bonus Due to Claimed Malfunction** On 19 June 2025, I was playing the "Wheel of Gold" slot machine at **Emerald Casino in Vanderbijl Park** when I triggered the bonus feature. The bonus wheel spun and visibly landed on 1000x my bet. However, at that exact moment, the machine tilted and casino staff immediately claimed it had malfunctioned. A technician was called to inspect the machine, and I was instructed to press the play button again to "complete the round." Upon doing so, the wheel landed on only 75x. I was then told that the original result did not count because of the alleged fault. I find this explanation unacceptable and deeply concerning. The so-called malfunction occurred the moment a large win was registered, and there has been no clear evidence or transparency to support the casino’s decision. This raises serious questions about your casino's credibility.
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Jeremy R
1 reviews | Active since Jan 2020
18 Jun 2025, 08:27
Memorable moments created.
On Monday, June 16 we went through to the Emerald Resort and Casino for the game drive. from entrance to getting something to drink and the game drive, everyone was in high spirits, friendly and ever willing to help. The star of the day was Thato our driver, he was vibrant, helpful, gave indepth insight into each animal and went over and beyond to make the game drive a memorable one. If you booking the game drive, please request for Thato, you will not be disappointed.
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Jeremy R
1 reviews | Active since Jan 2020
18 Jun 2025, 08:27
Memorable moments created.
On Monday, June 16 we went through to the Emerald Resort and Casino for the game drive. from entrance to getting something to drink and the game drive, everyone was in high spirits, friendly and ever willing to help. The star of the day was Thato our driver, he was vibrant, helpful, gave indepth insight into each animal and went over and beyond to make the game drive a memorable one. If you booking the game drive, please request for Thato, you will not be disappointed.
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