SC
Sibaya casino lodge
Unclaimed Business
SC
Sibaya casino lodge
Unclaimed Business
1 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
#9Ranked In Travel & Vacation
-100 NPSUnlikely
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
1|1 Reviews
Jun '25 - May '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 ExperienceNI
Nikhil I
1 reviews | Active since Jan 2020
26 Jun 2025, 09:24
Poor Service from both Staff and Assistant Front Office Manager
I received poor service from Sibaya Lodge, both from its staff and management. The experience was not only frustrating but also disappointing, especially considering that my visit coincided with my birthday. On 11 June 2025, I made a reservation at Sibaya Lodge. I clearly informed the booking agent that I would be checking in late, and they requested my card details to secure the booking. At 18:48, I received an SMS confirming that R820 had been deducted from my account. Upon arrival, I presented this to the receptionist, who acknowledged the payment, and I was checked in without issue. However, the following day, 12 June, a new receptionist named Gloria confronted me upon checkout, insisting on a proof of payment. I explained that the amount had already been deducted from my account, which should have been sufficient proof. Instead of resolving the matter professionally, she attributed the confusion to a miscommunication between head office and the lodge, which was not helpful. I was then asked to pay the amount again and told the initial transaction would be reversed—delaying me further and making me late for work. I also asked why this issue wasn’t resolved during my check-in, and she responded that the original receptionist “did not know the process.” On 13 June, I contacted the call centre and was told the refund would take 7 days to reflect. On 17 June, I submitted a survey expressing my dissatisfaction. I was contacted by a manager named Beryl, to whom I once again explained the entire situation. She mentioned Gloria was not available, which made me question whether the refund would have even been processed had I not completed the survey. When I posed this question, she could not provide an answer. Beryl, whose email signature states she is the Assistant Front Office Manager, requested a bank statement and letter from my bank to confirm the double charge. I provided these documents the same evening—after contacting my bank and decrypting the statement to send it through. I belive Beryl being an Assistant Front Office Manager needs to be more people friendly and under supervision by a manger who is able to answer questions. I then proceeded with sending an email to Sibaya to share my experience with them and to inform them that my issue had not been resolved. They responded saying they will contact the lodge and someone from the lodge will be in contact with me. I received a call from Beryl on the 21st of June 2025 on the Saturday and her response in a very condescending tone was thank you for the email that I had sent to head office, they have forwarded it to me to resolve. I find this extremely unprofessional and she is not of management material. I still am experiencing rude behavior from their Assistant Front Office Manager, i still have not received an update regarding my refund and today is the 26th of June 2025.
Helpful (0)
|Replies (0)NI
Nikhil I
1 reviews | Active since Jan 2020
26 Jun 2025, 09:24
Poor Service from both Staff and Assistant Front Office Manager
I received poor service from Sibaya Lodge, both from its staff and management. The experience was not only frustrating but also disappointing, especially considering that my visit coincided with my birthday. On 11 June 2025, I made a reservation at Sibaya Lodge. I clearly informed the booking agent that I would be checking in late, and they requested my card details to secure the booking. At 18:48, I received an SMS confirming that R820 had been deducted from my account. Upon arrival, I presented this to the receptionist, who acknowledged the payment, and I was checked in without issue. However, the following day, 12 June, a new receptionist named Gloria confronted me upon checkout, insisting on a proof of payment. I explained that the amount had already been deducted from my account, which should have been sufficient proof. Instead of resolving the matter professionally, she attributed the confusion to a miscommunication between head office and the lodge, which was not helpful. I was then asked to pay the amount again and told the initial transaction would be reversed—delaying me further and making me late for work. I also asked why this issue wasn’t resolved during my check-in, and she responded that the original receptionist “did not know the process.” On 13 June, I contacted the call centre and was told the refund would take 7 days to reflect. On 17 June, I submitted a survey expressing my dissatisfaction. I was contacted by a manager named Beryl, to whom I once again explained the entire situation. She mentioned Gloria was not available, which made me question whether the refund would have even been processed had I not completed the survey. When I posed this question, she could not provide an answer. Beryl, whose email signature states she is the Assistant Front Office Manager, requested a bank statement and letter from my bank to confirm the double charge. I provided these documents the same evening—after contacting my bank and decrypting the statement to send it through. I belive Beryl being an Assistant Front Office Manager needs to be more people friendly and under supervision by a manger who is able to answer questions. I then proceeded with sending an email to Sibaya to share my experience with them and to inform them that my issue had not been resolved. They responded saying they will contact the lodge and someone from the lodge will be in contact with me. I received a call from Beryl on the 21st of June 2025 on the Saturday and her response in a very condescending tone was thank you for the email that I had sent to head office, they have forwarded it to me to resolve. I find this extremely unprofessional and she is not of management material. I still am experiencing rude behavior from their Assistant Front Office Manager, i still have not received an update regarding my refund and today is the 26th of June 2025.
0
Replies (0)RB
Ruan B
1 reviews | Active since Jan 2020
23 Jan 2025, 11:24
BAD SERVICE
I am writing to express my extreme disappointment and frustration with the service my family and I received during our visit to Sibaya Casino on [December] to watch the "Groot Grotman" show. After the show, it started raining, and despite my father's efforts, the casino refused to provide an umbrella or golf cart to assist my elderly grandparents (78 and 82 years old), who have serious medical conditions, including heart problems. This lack of consideration forced them to walk in the rain, which unfortunately led to them falling ill shortly after. Fortunately, they survived, but it was a frightening ordeal. To make matters worse, later that evening, my mother (40) slipped and fell at Spur, located within the casino, injuring her back and leg. She also has pre-existing medical conditions, including severe back problems, which makes this incident even more concerning. I was shocked by the apathy displayed by the staff at both establishments. When I followed up with the Operations Manager, Vincent, he promised to offer a gesture of goodwill, but it appears to be an empty promise. Instead, someone else called me offering a meal at Spur for my family of 10, with a ridiculous offer of R200 per person, which I declined. I am appalled by the lack of compassion and responsibility shown by Sibaya Casino and Spur. It's unacceptable that they did not take our situation seriously, especially considering the potential risks to my grandparents' health. I would appreciate it if you could look into this matter and take necessary actions to address the shortcomings in your services. I hope to receive a sincere apology and adequate compensation for the distress caused to my family.
Helpful (0)
|Replies (0)RB
Ruan B
1 reviews | Active since Jan 2020
23 Jan 2025, 11:24
BAD SERVICE
I am writing to express my extreme disappointment and frustration with the service my family and I received during our visit to Sibaya Casino on [December] to watch the "Groot Grotman" show. After the show, it started raining, and despite my father's efforts, the casino refused to provide an umbrella or golf cart to assist my elderly grandparents (78 and 82 years old), who have serious medical conditions, including heart problems. This lack of consideration forced them to walk in the rain, which unfortunately led to them falling ill shortly after. Fortunately, they survived, but it was a frightening ordeal. To make matters worse, later that evening, my mother (40) slipped and fell at Spur, located within the casino, injuring her back and leg. She also has pre-existing medical conditions, including severe back problems, which makes this incident even more concerning. I was shocked by the apathy displayed by the staff at both establishments. When I followed up with the Operations Manager, Vincent, he promised to offer a gesture of goodwill, but it appears to be an empty promise. Instead, someone else called me offering a meal at Spur for my family of 10, with a ridiculous offer of R200 per person, which I declined. I am appalled by the lack of compassion and responsibility shown by Sibaya Casino and Spur. It's unacceptable that they did not take our situation seriously, especially considering the potential risks to my grandparents' health. I would appreciate it if you could look into this matter and take necessary actions to address the shortcomings in your services. I hope to receive a sincere apology and adequate compensation for the distress caused to my family.
0
Replies (0)AS
Anura S
1 reviews | Active since Jan 2020
23 May 2024, 06:53
Frustration with Booking Experience**
I am writing to express my deep frustration and disappointment with the recent experience I have had with your customer service. I received an email from your team advising there was an issue with my booking. However, when I responded, I received only one email back. I requested the ladies in the email chain below to call me, but the call center has been selectively responding to calls and providing excuses instead of solutions. I have made over 10 calls and left voicemails for Vuyo, yet I have not received a single call back. I have also spoken to Surprise, Comfort, and left multiple messages for someone to assist me with my booking, but to no avail. This lack of response and support is utterly unacceptable. This is insanity! Is this truly how Sun International conducts business? This experience reflects a significant lack of ethos and alignment with the values that Sun International claims to uphold. Effective communication and customer service are critical components of any reputable business, and this experience has fallen far short of those standards. I urgently request that this matter be addressed immediately. I expect a prompt response and a satisfactory resolution to this issue. Additionally, I would appreciate an explanation for the lack of communication and support from your team. Thank you for your immediate attention to this matter.
Helpful (0)
|Replies (0)AS
Anura S
1 reviews | Active since Jan 2020
23 May 2024, 06:53
Frustration with Booking Experience**
I am writing to express my deep frustration and disappointment with the recent experience I have had with your customer service. I received an email from your team advising there was an issue with my booking. However, when I responded, I received only one email back. I requested the ladies in the email chain below to call me, but the call center has been selectively responding to calls and providing excuses instead of solutions. I have made over 10 calls and left voicemails for Vuyo, yet I have not received a single call back. I have also spoken to Surprise, Comfort, and left multiple messages for someone to assist me with my booking, but to no avail. This lack of response and support is utterly unacceptable. This is insanity! Is this truly how Sun International conducts business? This experience reflects a significant lack of ethos and alignment with the values that Sun International claims to uphold. Effective communication and customer service are critical components of any reputable business, and this experience has fallen far short of those standards. I urgently request that this matter be addressed immediately. I expect a prompt response and a satisfactory resolution to this issue. Additionally, I would appreciate an explanation for the lack of communication and support from your team. Thank you for your immediate attention to this matter.
0
Replies (0)GN
SC
Sharon C
1 reviews | Active since Jan 2020
7 Jun 2022, 10:59
Rude behavior by employee
I recently spent a weekend at sibiya lodge and was absolutely appalled at the behavior, the stewardess at the restaurant displayed uncouth and unprofessional behavior when giving us instructions (she practically screamed) and when a complaint was layed ,the employee was defended and absolved by the manager who also failed to find the problem on the footage ,I would not recommend this lodge ,our entire weekend was ruined because of this lady's rudeness ...thumbs down,1 star
Helpful (0)
|Replies (0)SC
Sharon C
1 reviews | Active since Jan 2020
7 Jun 2022, 10:59
Rude behavior by employee
I recently spent a weekend at sibiya lodge and was absolutely appalled at the behavior, the stewardess at the restaurant displayed uncouth and unprofessional behavior when giving us instructions (she practically screamed) and when a complaint was layed ,the employee was defended and absolved by the manager who also failed to find the problem on the footage ,I would not recommend this lodge ,our entire weekend was ruined because of this lady's rudeness ...thumbs down,1 star
0
Replies (0)SG
Somo G
1 reviews | Active since Jan 2020
10 Mar 2021, 16:34
Customer requests denied at sibaya lodge
Booked sibaya lodge, x2 double bed unit, staff refused to provide x2 extra bedding as each individual wanted our own duvet as personal safety precautions due to covid, only x1single duvet was given with unpoliteness, even thou the lodge was not at 100% occupancy, I am sure one more duvet would have not erupted the safety levels of duvets or washing liquids... Well hey I guess this particular hotel is not trying to save the tourism industry after all... Sad.. It's wild coast sun for myself and my family next time as they don't wave off customer requests.
Helpful (0)
|Replies (0)SG
Somo G
1 reviews | Active since Jan 2020
10 Mar 2021, 16:34
Customer requests denied at sibaya lodge
Booked sibaya lodge, x2 double bed unit, staff refused to provide x2 extra bedding as each individual wanted our own duvet as personal safety precautions due to covid, only x1single duvet was given with unpoliteness, even thou the lodge was not at 100% occupancy, I am sure one more duvet would have not erupted the safety levels of duvets or washing liquids... Well hey I guess this particular hotel is not trying to save the tourism industry after all... Sad.. It's wild coast sun for myself and my family next time as they don't wave off customer requests.
0
Replies (0)