Emerald Resort & Casino
Verified Business
|1.4|11 Reviews (last 12 months)|Responds in 81h 18m
Emerald Resort & Casino
Verified Business
|1.4
11 Reviews (last 12 months)
Responds in 81h 18m
AI Review Summary
Based on recent customer reviews, Emerald Resort & Casino is receiving overwhelmingly negative feedback from guests across multiple touchpoints. Customers consistently mention rude and dismissive staff, unresolved complaints, and concerns about safety and security on the premises. A recurring theme is poor communication around fees, housekeeping intrusions, and slow or absent service recovery when issues are raised. Guests planning special occasions express particular disappointment with food service at Graze and the Aquadome. Bright spots emerge around the game drive experience, where individual guides receive warm praise for their hospitality.
Performance(last 12 months):
TrustIndex
2
Ranking
#23
in Travel & Vacation
Reply Time
81h 18m
NPS Score
-43
Recommended: Unlikely
Review Distribution
1.4|11 Reviews
Jul '25 - Jun '26
Recent reviews (11)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceMM
Monica M
1 reviews | Active since Jan 2020
25 May 2026, 06:27
Treated like nobodies & 1-sided investigations!!
my family and I were guests at the Emerald Resort & Casino from 1 May to 3 May 2026. We stayed at the Bush Lodge (Nkwe), and up until the incident, our experience had been pleasant. On Sunday, 3 May, after checking out and having breakfast, we decided to spend a final moment at the pool area before departing. At approximately 12:00 PM, I went to call my family, only to find my younger sister involved in a verbal disagreement with three other guests following a misunderstanding between children in the pool. I intervened and encouraged my sister to disengage so we could leave. Although she initially comp****, she was taken aside by staff to an interview room. Upon exiting, the same guests allegedly mocked her, which led her to briefly record them on her phone. Shortly thereafter, multiple security personnel approached her and demanded that she delete the video. She cooperated and deleted it in their presence. However, more security staff continued to arrive, eventually surrounding her (approximately 6 or more individuals), insisting she also delete the video from her trash folder. When she refused, they prevented her from leaving. At this point, I began recording the situation for my own protection, as I felt the situation was escalating and unjustified. What followed was deeply distressing: • I was aggressively approached by several security personnel • I was threatened with arrest for recording • A female security officer forcefully grabbed my phone, causing it to fall • I was physically manhandled, resulting in injury to my arm • My phone was taken from me against my will • I was repeatedly pulled back while attempting to leave I have travelled to many places and have never experienced such treatment. Being handled in such a manner, particularly over a personal device was degrading, unacceptable, and felt discriminatory. It is deeply concerning that paying guests can be treated in such a way. This incident has had both emotional and physical impact on myself and the children and has completely overshadowed what was meant to be a memorable family experience. I sent an email to complain, and they do not find any misconduct on their end. This is shocking !!
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Monica M
1 reviews | Active since Jan 2020
25 May 2026, 06:27
Treated like nobodies & 1-sided investigations!!
my family and I were guests at the Emerald Resort & Casino from 1 May to 3 May 2026. We stayed at the Bush Lodge (Nkwe), and up until the incident, our experience had been pleasant. On Sunday, 3 May, after checking out and having breakfast, we decided to spend a final moment at the pool area before departing. At approximately 12:00 PM, I went to call my family, only to find my younger sister involved in a verbal disagreement with three other guests following a misunderstanding between children in the pool. I intervened and encouraged my sister to disengage so we could leave. Although she initially comp****, she was taken aside by staff to an interview room. Upon exiting, the same guests allegedly mocked her, which led her to briefly record them on her phone. Shortly thereafter, multiple security personnel approached her and demanded that she delete the video. She cooperated and deleted it in their presence. However, more security staff continued to arrive, eventually surrounding her (approximately 6 or more individuals), insisting she also delete the video from her trash folder. When she refused, they prevented her from leaving. At this point, I began recording the situation for my own protection, as I felt the situation was escalating and unjustified. What followed was deeply distressing: • I was aggressively approached by several security personnel • I was threatened with arrest for recording • A female security officer forcefully grabbed my phone, causing it to fall • I was physically manhandled, resulting in injury to my arm • My phone was taken from me against my will • I was repeatedly pulled back while attempting to leave I have travelled to many places and have never experienced such treatment. Being handled in such a manner, particularly over a personal device was degrading, unacceptable, and felt discriminatory. It is deeply concerning that paying guests can be treated in such a way. This incident has had both emotional and physical impact on myself and the children and has completely overshadowed what was meant to be a memorable family experience. I sent an email to complain, and they do not find any misconduct on their end. This is shocking !!
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Pfuluwani N
1 reviews | Active since Jan 2020
1 May 2026, 14:20
Horrible and traumatic experience
Checked into the resort on 30 April 2026 and was allocated Chalet 28. All was okay until the fire alarm went off, without any cause, at about 21:30. I was assured that all was well and there is nothing to worry about. The guard came and turned it off while we were waiting outside as we have young children whom we were protecting from the deafening fire alarm noise. At about 00:05, while we were all asleep, the fire alarm went off again, without cause, prompting all of us to wake up and run to get the kids to the car. It was raining heavily at that point and quite chilly. I then called the hotel reception to move me to another chalet. It was on the next street and had to carry my own bags in the rain to move. Upon check out, I was told that the manager would call me to render an apology, to no avail. My kids are left traumatised because of the horrible experience.
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Pfuluwani N
1 reviews | Active since Jan 2020
1 May 2026, 14:20
Horrible and traumatic experience
Checked into the resort on 30 April 2026 and was allocated Chalet 28. All was okay until the fire alarm went off, without any cause, at about 21:30. I was assured that all was well and there is nothing to worry about. The guard came and turned it off while we were waiting outside as we have young children whom we were protecting from the deafening fire alarm noise. At about 00:05, while we were all asleep, the fire alarm went off again, without cause, prompting all of us to wake up and run to get the kids to the car. It was raining heavily at that point and quite chilly. I then called the hotel reception to move me to another chalet. It was on the next street and had to carry my own bags in the rain to move. Upon check out, I was told that the manager would call me to render an apology, to no avail. My kids are left traumatised because of the horrible experience.
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Nkosana
1 reviews | Active since Jan 2020
24 Mar 2026, 08:59
Shocking Security Failure – My Car Was Stripped on Their Property
I had an absolutely terrible experience at Emerald Resort & Casino, and I would strongly advise anyone thinking of visiting to reconsider, especially if you value your safety and your vehicle. My VW Polo’s lights were ****** inside their premises, which is supposed to be a secure environment. This is completely unacceptable. What makes it even worse is that the resort claims to have CCTV surveillance, but that is clearly misleading. Their cameras do NOT cover the entire property, and when you actually need them, they are useless. It feels like a false sense of security being sold to guests. The level of security here is shockingly poor. For a place that presents itself as a reputable resort and casino, this is beyond disappointing, it’s negligent. There was no meaningful assistance, no accountability, and absolutely no urgency from staff when the incident was reported. The service overall was just as bad as the security , completely unhelpful and dismissive. WARNING: If you own a VW (especially a Polo 8), be extremely cautious. Do NOT assume your car is safe here. You are genuinely taking a risk by parking on their property. This place failed on every level — safety, honesty, and customer service. 0/10. Would never return.
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Nkosana
1 reviews | Active since Jan 2020
24 Mar 2026, 08:59
Shocking Security Failure – My Car Was Stripped on Their Property
I had an absolutely terrible experience at Emerald Resort & Casino, and I would strongly advise anyone thinking of visiting to reconsider, especially if you value your safety and your vehicle. My VW Polo’s lights were ****** inside their premises, which is supposed to be a secure environment. This is completely unacceptable. What makes it even worse is that the resort claims to have CCTV surveillance, but that is clearly misleading. Their cameras do NOT cover the entire property, and when you actually need them, they are useless. It feels like a false sense of security being sold to guests. The level of security here is shockingly poor. For a place that presents itself as a reputable resort and casino, this is beyond disappointing, it’s negligent. There was no meaningful assistance, no accountability, and absolutely no urgency from staff when the incident was reported. The service overall was just as bad as the security , completely unhelpful and dismissive. WARNING: If you own a VW (especially a Polo 8), be extremely cautious. Do NOT assume your car is safe here. You are genuinely taking a risk by parking on their property. This place failed on every level — safety, honesty, and customer service. 0/10. Would never return.
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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.
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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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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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