EP
Emperors Palace
Unclaimed Business
EP
Emperors Palace
Unclaimed Business
21 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Emperors Palace faces significant criticism across multiple areas. The Christmas Village events drew widespread complaints about severe overcrowding, poor crowd control, and lack of visible security. Hotel guests reported unresponsive staff, broken amenities, and rude service. Casino patrons expressed frustration with misleading promotional offers, unhelpful Winners Circle desk staff, and inconsistent ID verification processes. Several reviewers noted poor communication around event scheduling and felt deceived by marketing. Positive feedback highlighted dedicated individual hosts like Eunice Khoza and Marli Wolmarans, and commended the surveillance team for recovering a stolen phone.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.6|21 Reviews
May '25 - Apr '26
5(15%)
4(0%)
3(0%)
2(5%)
1(80%)
5(15%)
4(0%)
3(0%)
2(5%)
1(80%)
Frequently Asked Questions About Emperors Palace
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (21)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceCG
Chris G
1 reviews | Active since Jan 2020
4 Mar 2026, 11:17
Nobody knows, nobody cares
I wanted to see Judith Sepuma last Saturday 28 Feb at Theatre of Marcellus, Emperors Palace. I had downloaded the tickets that same afternoon. Arriving on time on location, the theater is closed and locked. Nobody at Emperors Palace had information. We were sent to the conference center, on the opposite end of the casino. No event was happening there. No help could be found. Cleaning staff suggested we go to the Winner's Circle. Long walk back to where we came from. Nobody there had any information. As we passed again in front of the theater, other patrons looked just as bewildered and helpless. They told us the date on Webtickets had been changed just then without any prior communication. How is that possible? The event did not get re-scheduled at 19h00 on Saturday 28 Feb. This is terrible service, the evening was utterly ruined, we ran around being sent from pillar to post - because of total lack of communication.
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Chris G
1 reviews | Active since Jan 2020
4 Mar 2026, 11:17
Nobody knows, nobody cares
I wanted to see Judith Sepuma last Saturday 28 Feb at Theatre of Marcellus, Emperors Palace. I had downloaded the tickets that same afternoon. Arriving on time on location, the theater is closed and locked. Nobody at Emperors Palace had information. We were sent to the conference center, on the opposite end of the casino. No event was happening there. No help could be found. Cleaning staff suggested we go to the Winner's Circle. Long walk back to where we came from. Nobody there had any information. As we passed again in front of the theater, other patrons looked just as bewildered and helpless. They told us the date on Webtickets had been changed just then without any prior communication. How is that possible? The event did not get re-scheduled at 19h00 on Saturday 28 Feb. This is terrible service, the evening was utterly ruined, we ran around being sent from pillar to post - because of total lack of communication.
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Naome N
1 reviews | Active since Jan 2020
4 Jan 2026, 12:23
UNPLEASENT AND FRUSTRATING
Had a massively frustrating and unpleasant stay at the Mondior supposed 4 star hotel. 1st reception accused me of booking complimentary accommodation twice, WHEN IN FACT THEIR OWN AGENTS CALLED ME 5 TIMES TO OFFER THE ACCOMMODATION AND BOTH RESERVATIONS WERE CONFIRMED IN WRITTING. 2ND, I WAS CHECKED INTO THEE WORST ROOM (51) IN WHICH THE SHOWER HEAD DIDN'T MOVE AND FACED AN UNCOMFORTABLE CORNER. 3RD THE SMOKING ROOM HAD NO ASHTRAYS. QUITE FRANKLY I CANT BE BOTHERED STAYING AT THIS HOTEL EVER. THE FRUSTRATION AND UNPLEASENTNESS REALLY ISNT WORTH IT. THEIR ONLY SAVING GRACE WAS THE FRONT OFFICE MANAGER MS. MTSHALI WHO WAS AT LEAST DECENT AND APOLOGETIC. WOULD NEVER RECOMMEND THIS HOTEL.
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Naome N
1 reviews | Active since Jan 2020
4 Jan 2026, 12:23
UNPLEASENT AND FRUSTRATING
Had a massively frustrating and unpleasant stay at the Mondior supposed 4 star hotel. 1st reception accused me of booking complimentary accommodation twice, WHEN IN FACT THEIR OWN AGENTS CALLED ME 5 TIMES TO OFFER THE ACCOMMODATION AND BOTH RESERVATIONS WERE CONFIRMED IN WRITTING. 2ND, I WAS CHECKED INTO THEE WORST ROOM (51) IN WHICH THE SHOWER HEAD DIDN'T MOVE AND FACED AN UNCOMFORTABLE CORNER. 3RD THE SMOKING ROOM HAD NO ASHTRAYS. QUITE FRANKLY I CANT BE BOTHERED STAYING AT THIS HOTEL EVER. THE FRUSTRATION AND UNPLEASENTNESS REALLY ISNT WORTH IT. THEIR ONLY SAVING GRACE WAS THE FRONT OFFICE MANAGER MS. MTSHALI WHO WAS AT LEAST DECENT AND APOLOGETIC. WOULD NEVER RECOMMEND THIS HOTEL.
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Replies (0)AP
Ashnee P
1 reviews | Active since Jan 2020
29 Dec 2025, 12:02
Formal Complaint: Safety, Crowd Control and Security Concerns – Christmas Village Visit
Dear Emperors Palace Management Team, I am writing to formally lodge a complaint regarding my family’s visit to the Christmas Village on Christmas Day. What was intended to be a festive family outing turned into a deeply uncomfortable and concerning experience, primarily due to poor crowd control, inadequate security, and a general lack of visible management. From the outset, the experience was distressing. Traffic entering the premises was horrific, with civilians seemingly acting as traffic controllers. Upon finally driving in to look for parking, we observed patrons sitting in the parking areas on camping chairs and openly consuming alcohol. This immediately raised concerns about order and safety. Once parked, we entered the Christmas Village, which was extremely disorganised. There was no visible crowd control, no clear lines, and people were cutting queues freely. We were instructed to obtain stamps to prove that we had valid tickets, which we did, only to realise that the supposed security personnel were not checking these stamps at all. Given that tickets were sold with specific time slots, I expected strict access control. Instead, it appeared that many people could have entered without valid tickets. As a result, the area was unbearably crowded, hot, noisy, and chaotic. We were pushed and shoved at multiple points, making the environment uncomfortable and unsafe, particularly for my children. We did not even manage to complete the full light display because the conditions became overwhelming. We then proceeded to the casino and food court area. After waiting approximately five minutes, we realised the lifts were not operational, forcing us to take the stairs. Upon entering the casino area, we presented ourselves expecting to be searched, only to be told by a security guard that it was not necessary and that we could proceed. This was a major red flag for us as a family. Concerned by the lack of visible security, control, or official oversight—especially given how busy the premises were—we decided it was safest to leave. Before doing so, my husband briefly exited to assess whether traffic had eased. It had not, so we grabbed a quick bite to eat and then prepared to leave. Once again, when re-entering the building, my husband was not searched. When exiting the parking area, we were redirected through the VIP members’ parking exit, which leads directly out of the casino premises with no apparent security checks. While we were relieved at the time to avoid further traffic congestion, it later became deeply concerning to realise how easily cars could have been ****** or other ******** activities could have taken place without detection. We have always believed that a casino environment would have the strictest security and safety measures in place. Unfortunately, this was clearly not the case during our visit. The overall experience left us feeling unsafe, disappointed, and concerned for the well-being of families and other patrons. I trust that you will take this feedback seriously and review the crowd management, ticket control, traffic management, and security protocols—particularly during peak events such as Christmas Day. I would appreciate a response outlining how these issues will be addressed going forward. Kind regards, Ashnee
Helpful (0)
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Ashnee P
1 reviews | Active since Jan 2020
29 Dec 2025, 12:02
Formal Complaint: Safety, Crowd Control and Security Concerns – Christmas Village Visit
Dear Emperors Palace Management Team, I am writing to formally lodge a complaint regarding my family’s visit to the Christmas Village on Christmas Day. What was intended to be a festive family outing turned into a deeply uncomfortable and concerning experience, primarily due to poor crowd control, inadequate security, and a general lack of visible management. From the outset, the experience was distressing. Traffic entering the premises was horrific, with civilians seemingly acting as traffic controllers. Upon finally driving in to look for parking, we observed patrons sitting in the parking areas on camping chairs and openly consuming alcohol. This immediately raised concerns about order and safety. Once parked, we entered the Christmas Village, which was extremely disorganised. There was no visible crowd control, no clear lines, and people were cutting queues freely. We were instructed to obtain stamps to prove that we had valid tickets, which we did, only to realise that the supposed security personnel were not checking these stamps at all. Given that tickets were sold with specific time slots, I expected strict access control. Instead, it appeared that many people could have entered without valid tickets. As a result, the area was unbearably crowded, hot, noisy, and chaotic. We were pushed and shoved at multiple points, making the environment uncomfortable and unsafe, particularly for my children. We did not even manage to complete the full light display because the conditions became overwhelming. We then proceeded to the casino and food court area. After waiting approximately five minutes, we realised the lifts were not operational, forcing us to take the stairs. Upon entering the casino area, we presented ourselves expecting to be searched, only to be told by a security guard that it was not necessary and that we could proceed. This was a major red flag for us as a family. Concerned by the lack of visible security, control, or official oversight—especially given how busy the premises were—we decided it was safest to leave. Before doing so, my husband briefly exited to assess whether traffic had eased. It had not, so we grabbed a quick bite to eat and then prepared to leave. Once again, when re-entering the building, my husband was not searched. When exiting the parking area, we were redirected through the VIP members’ parking exit, which leads directly out of the casino premises with no apparent security checks. While we were relieved at the time to avoid further traffic congestion, it later became deeply concerning to realise how easily cars could have been ****** or other ******** activities could have taken place without detection. We have always believed that a casino environment would have the strictest security and safety measures in place. Unfortunately, this was clearly not the case during our visit. The overall experience left us feeling unsafe, disappointed, and concerned for the well-being of families and other patrons. I trust that you will take this feedback seriously and review the crowd management, ticket control, traffic management, and security protocols—particularly during peak events such as Christmas Day. I would appreciate a response outlining how these issues will be addressed going forward. Kind regards, Ashnee
0
Replies (0)JF
Jose F
1 reviews | Active since Jan 2020
25 Dec 2025, 20:30
Emperors Palace & Christmas Vilage -- Christmas Experience We Wish We Had Skipped
Extremely Disappointing Christmas Day (2025) Experience! We chose to spend our Christmas Day at Emperors Palace and attend the Christmas Village, expecting a festive and enjoyable family experience. Unfortunately, what we encountered was a complete and absolute disappointment. From the moment we arrived, the level of overcrowding was overwhelming in the parking areas, throughout Emperors Palace, and in all public spaces. The congestion was so severe that at times it was impossible to walk freely through the passages. Frankly, the lack of crowd control felt dangerous. Had there been an emergency, such as a fire, the consequences could have been catastrophic due to the sheer density of people. The biggest let-down was the Christmas Village itself. We had been looking forward to it based on a previous experience with the outdoor Christmas lights, which allowed visitors to walk through a garden-style display. This was nothing like that. From the very start, the experience was unpleasant, with an aggressive and extremely rude staff member at the check in desk where the UV stamps were issued. Beyond that point, the area was again severely overcrowded, with people pushing, stopping abruptly, and blocking walkways. What was advertised as a Christmas Village amounted to very limited decorations, with no real flow, atmosphere, or sense of occasion. It became so uncomfortable that we simply rushed through it, trying to find the exits as quickly as possible. Because we exited early, we arrived over an hour early for our dinner reservation at Tribes, only to be told that they could not accommodate us at all. Due to the overcrowding, there was nowhere to sit or wait anywhere in Emperors Palace, and we ultimately had to sit in our car in the parking lot for over an hour. Dinner at Tribes, when it finally happened, was very average and certainly not worth the price, the wait, or the stress of the day. Another concerning observation was that parking areas, fountains, pavements, stairs, and grassed areas had effectively turned into picnic spots, with people sitting and eating everywhere. As a result, ******* was left scattered throughout these areas, adding to the overall sense of chaos and poor management. The worst part of the day and the worst possible way to end Christmas was trying to leave. From the moment we got into our car until we finally exited Emperors Palace took 90 minutes. There was no visible traffic management, no assistance, and no attempt by Emperors Palace to address or ease the congestion for hours. What makes this experience truly disappointing is that we genuinely expected a magical Christmas Day. Instead, it turned into a stressful and exhausting nightmare. It is deeply sad to see what was once a place we regarded as a great destination deteriorate into what feels like an overcrowded, poorly managed venue focused solely on volume rather than visitor experience. Our honest advice is that if you are planning something special on a public holiday, avoid Emperors Palace and rather invest your time and money in a place that prioritises experience and safety over sheer numbers. A truly disappointed family.
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Jose F
1 reviews | Active since Jan 2020
25 Dec 2025, 20:30
Emperors Palace & Christmas Vilage -- Christmas Experience We Wish We Had Skipped
Extremely Disappointing Christmas Day (2025) Experience! We chose to spend our Christmas Day at Emperors Palace and attend the Christmas Village, expecting a festive and enjoyable family experience. Unfortunately, what we encountered was a complete and absolute disappointment. From the moment we arrived, the level of overcrowding was overwhelming in the parking areas, throughout Emperors Palace, and in all public spaces. The congestion was so severe that at times it was impossible to walk freely through the passages. Frankly, the lack of crowd control felt dangerous. Had there been an emergency, such as a fire, the consequences could have been catastrophic due to the sheer density of people. The biggest let-down was the Christmas Village itself. We had been looking forward to it based on a previous experience with the outdoor Christmas lights, which allowed visitors to walk through a garden-style display. This was nothing like that. From the very start, the experience was unpleasant, with an aggressive and extremely rude staff member at the check in desk where the UV stamps were issued. Beyond that point, the area was again severely overcrowded, with people pushing, stopping abruptly, and blocking walkways. What was advertised as a Christmas Village amounted to very limited decorations, with no real flow, atmosphere, or sense of occasion. It became so uncomfortable that we simply rushed through it, trying to find the exits as quickly as possible. Because we exited early, we arrived over an hour early for our dinner reservation at Tribes, only to be told that they could not accommodate us at all. Due to the overcrowding, there was nowhere to sit or wait anywhere in Emperors Palace, and we ultimately had to sit in our car in the parking lot for over an hour. Dinner at Tribes, when it finally happened, was very average and certainly not worth the price, the wait, or the stress of the day. Another concerning observation was that parking areas, fountains, pavements, stairs, and grassed areas had effectively turned into picnic spots, with people sitting and eating everywhere. As a result, ******* was left scattered throughout these areas, adding to the overall sense of chaos and poor management. The worst part of the day and the worst possible way to end Christmas was trying to leave. From the moment we got into our car until we finally exited Emperors Palace took 90 minutes. There was no visible traffic management, no assistance, and no attempt by Emperors Palace to address or ease the congestion for hours. What makes this experience truly disappointing is that we genuinely expected a magical Christmas Day. Instead, it turned into a stressful and exhausting nightmare. It is deeply sad to see what was once a place we regarded as a great destination deteriorate into what feels like an overcrowded, poorly managed venue focused solely on volume rather than visitor experience. Our honest advice is that if you are planning something special on a public holiday, avoid Emperors Palace and rather invest your time and money in a place that prioritises experience and safety over sheer numbers. A truly disappointed family.
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Catherine C
1 reviews | Active since Jan 2020
17 Dec 2025, 16:55
Overcrowded Christmas chaos.
Last Night I bought 9 tickets to take my family to see the Emperors Palace christmas village ( including one baby and 2 pensioners )..we drove up from the Freestate, thought a block booking online for 7pm was for crowd control. 🙄 But we arrived to absolute chaos. It felt like we were hearded like cattle. No space to breathe..more people arrived and paid for entrance at the door, the noise level was absolutely deafining and there was no space to move or enjoy the lovely village. We all felt like we needed to escape, rather than take a slow leisurely walk, we ended up leaving immediately. Extremely disappointed and felt like this was a waste of money. The entire trip was costly and everyone felt ****** from a lovely calm Christmas experience. What a pity considering they have so many amazing reviews. It was very well done. Would have been amazing to experience if not so over crowded.❤️🩹
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Catherine C
1 reviews | Active since Jan 2020
17 Dec 2025, 16:55
Overcrowded Christmas chaos.
Last Night I bought 9 tickets to take my family to see the Emperors Palace christmas village ( including one baby and 2 pensioners )..we drove up from the Freestate, thought a block booking online for 7pm was for crowd control. 🙄 But we arrived to absolute chaos. It felt like we were hearded like cattle. No space to breathe..more people arrived and paid for entrance at the door, the noise level was absolutely deafining and there was no space to move or enjoy the lovely village. We all felt like we needed to escape, rather than take a slow leisurely walk, we ended up leaving immediately. Extremely disappointed and felt like this was a waste of money. The entire trip was costly and everyone felt ****** from a lovely calm Christmas experience. What a pity considering they have so many amazing reviews. It was very well done. Would have been amazing to experience if not so over crowded.❤️🩹
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Courtney V
1 reviews | Active since Jan 2020
17 Dec 2025, 09:33
Christmas village emperors palace
I attended the Christmas village at emperors palace and I must stay I was incredibly disappointed. It was more of a market than it was a light show. I saw more stands selling alcohol and food than I saw lights. You pay entrance fees and then if your kids want’s to take pictures with Santa you have to pay additional? I honestly felt like it was not worth it.
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Courtney V
1 reviews | Active since Jan 2020
17 Dec 2025, 09:33
Christmas village emperors palace
I attended the Christmas village at emperors palace and I must stay I was incredibly disappointed. It was more of a market than it was a light show. I saw more stands selling alcohol and food than I saw lights. You pay entrance fees and then if your kids want’s to take pictures with Santa you have to pay additional? I honestly felt like it was not worth it.
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MO
Monique O
1 reviews | Active since Jan 2020
18 Sept 2025, 04:18
DON'T CARE ABOUT VISITERS BEING ****** FROM
This company has an establishment in it, Hooters. They clearly don't care if establishments ***** from their visters. I visited Hooters at Emperors Palace TWO YEARS AGO, and they literally pulled their money from my account on the 6th of Sep 2025. WITHOUT Authorization from me or Notification to me. I have also since gotten a new card, so I have no clue HOW they even managed that. How do you think it's fair to pull money from someone's account 2 years after? When I try contact them via email, no response. Please just give me my money back, OR actually get one of your establishments in check because your name looks just as **** as theirs.
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Monique O
1 reviews | Active since Jan 2020
18 Sept 2025, 04:18
DON'T CARE ABOUT VISITERS BEING ****** FROM
This company has an establishment in it, Hooters. They clearly don't care if establishments ***** from their visters. I visited Hooters at Emperors Palace TWO YEARS AGO, and they literally pulled their money from my account on the 6th of Sep 2025. WITHOUT Authorization from me or Notification to me. I have also since gotten a new card, so I have no clue HOW they even managed that. How do you think it's fair to pull money from someone's account 2 years after? When I try contact them via email, no response. Please just give me my money back, OR actually get one of your establishments in check because your name looks just as **** as theirs.
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