Southern Sun
Verified Business
Southern Sun
Verified Business
52 Reviews (last 12 months)
Responds in 49 hours 37 min
AI Review Summary
Based on recent customer reviews, Southern Sun receives overwhelmingly negative feedback across its portfolio of properties. While a handful of loyal guests praise specific locations like Garden Court Marine Parade and 54 on Bath for exceptional hospitality, the vast majority of reviews describe serious maintenance failures, rude or indifferent staff, delayed refunds, and poor communication. The brand's reputation is significantly undermined by inconsistent standards across properties.
Performance(last 12 months):
0Trustindex Rating
#4Ranked In Hotels & Accommodation
49 hours 37 minutesAverage Time To Reply
16 NPSRecommended: Likely
Replied to 88% of negative reviews
Typically takes less than 43 hours 3 min to reply
TrustIndex
0
Score
Ranking
#4
in Hotels & Accommodation
Avg Reply
49 hours 37 minutes
NPS Score
16
Recommended: Likely
Replied to 88% of negative reviews
Typically takes less than 43 hours 3 min to reply
Review Distribution
1.7|52 Reviews
May '25 - Apr '26
5(16%)
4(2%)
3(2%)
2(2%)
1(78%)
5(16%)
4(2%)
3(2%)
2(2%)
1(78%)
Frequently Asked Questions About Southern Sun
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 (52)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceTM
Thulz M
1 reviews | Active since Jan 2020
15 Mar 2026, 05:43
Disappointed
Friday I checked in at Sun Square hotel gardens.We had buffet dinner which was horrible. Beef tubed was unchewable it's like cat food even by the lookings. Roasted pork which was burnt outside and even the chef was struggling to cut it. Even by the looks it was horrible. I never experience such a think in a hotel I expected much for dinner the fly was all over the pork dish even showed the chef. Breakfast was much better but juice and water not even cold. Standard is not even middle is very low I think you need to do better guys, I am very disappointed. Otherwise I was happy for my stay nonetheless
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Thulz M
1 reviews | Active since Jan 2020
15 Mar 2026, 05:43
Disappointed
Friday I checked in at Sun Square hotel gardens.We had buffet dinner which was horrible. Beef tubed was unchewable it's like cat food even by the lookings. Roasted pork which was burnt outside and even the chef was struggling to cut it. Even by the looks it was horrible. I never experience such a think in a hotel I expected much for dinner the fly was all over the pork dish even showed the chef. Breakfast was much better but juice and water not even cold. Standard is not even middle is very low I think you need to do better guys, I am very disappointed. Otherwise I was happy for my stay nonetheless
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Replies (0)SD
Sese2 Dede
1 reviews | Active since Jan 2020
10 Mar 2026, 15:54
Southern sun only allows guests to drink at their hotel
Southern sun waterfont must let us cape townians know if we are not welcome foe sun sundowners cause according to.the bar lady puma we can only now drink if we've booked menaingnthat my clients shall not be coming cause I wont be booking and I will further let the office know that normal people cannot drink only guests
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Sese2 Dede
1 reviews | Active since Jan 2020
10 Mar 2026, 15:54
Southern sun only allows guests to drink at their hotel
Southern sun waterfont must let us cape townians know if we are not welcome foe sun sundowners cause according to.the bar lady puma we can only now drink if we've booked menaingnthat my clients shall not be coming cause I wont be booking and I will further let the office know that normal people cannot drink only guests
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Replies (0)SL
Sisi L
1 reviews | Active since Jan 2020
13 Feb 2026, 16:50
Awful stay at Southern Sun Sandton
Date of Stay: February 4, 2026 Location: Southern Sun Sandton, Katherine Street, Sandton, Johannesburg I recently stayed at the Southern Sun Sandton for one night, and unfortunately, it was one of the most disappointing hotel experiences I’ve had in years. As a brand under the Southern Sun umbrella, I expected a certain level of professionalism and efficiency, but what I encountered was chaos, poor maintenance, and subpar service that left me questioning how this property maintains its reputation. Starting with the room: I was assigned a ground-floor apartment, which already felt less than ideal for privacy. The air conditioning remote was completely non-functional, and the room was freezing cold; we’re talking uncomfortably icy. After multiple unsuccessful attempts to get it working, I had to resort to physically climbing up and unplugging the unit from the ceiling just to make the space bearable. This shouldn’t be a guest’s responsibility in a supposedly upscale hotel. Privacy was another major issue. When I tried to open the window for some fresh air, I was startled to find a maintenance worker standing directly outside, staring right at me. It was unsettling and made me feel unsafe and exposed. For a hotel in a busy area like Sandton, better protocols for staff positioning and guest privacy are essential. The in-room amenities were equally outdated. The TV channels felt like a throwback to 1996, limited selection, poor quality, and nothing modern or engaging. In 2026, with streaming services everywhere, this is inexcusable for a business-oriented hotel. But the real low point was the dining and room service. At the restaurant, it took nearly two hours to receive a simple slice of cake. When the bill arrived, we were overcharged significantly, prices were doubled, and we were billed for items we never ordered or received. Resolving this took additional time and frustration. Room service was no better: It took over two hours to deliver a salad to my colleague’s room and more than an hour to bring a single drink to mine. The delays were inexplicable, especially since the hotel didn’t seem overwhelmingly busy. Overall, the level of disorganisation and inefficiency was baffling. Southern Sun, as an established brand, should be aware of these standards, this isn’t a budget motel. I hope management takes note and addresses these issues, as the location in Sandton is prime, but the execution falls far short. I won’t be returning and can’t recommend it in its current state. One star – and that’s generous.
Helpful (0)
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Sisi L
1 reviews | Active since Jan 2020
13 Feb 2026, 16:50
Awful stay at Southern Sun Sandton
Date of Stay: February 4, 2026 Location: Southern Sun Sandton, Katherine Street, Sandton, Johannesburg I recently stayed at the Southern Sun Sandton for one night, and unfortunately, it was one of the most disappointing hotel experiences I’ve had in years. As a brand under the Southern Sun umbrella, I expected a certain level of professionalism and efficiency, but what I encountered was chaos, poor maintenance, and subpar service that left me questioning how this property maintains its reputation. Starting with the room: I was assigned a ground-floor apartment, which already felt less than ideal for privacy. The air conditioning remote was completely non-functional, and the room was freezing cold; we’re talking uncomfortably icy. After multiple unsuccessful attempts to get it working, I had to resort to physically climbing up and unplugging the unit from the ceiling just to make the space bearable. This shouldn’t be a guest’s responsibility in a supposedly upscale hotel. Privacy was another major issue. When I tried to open the window for some fresh air, I was startled to find a maintenance worker standing directly outside, staring right at me. It was unsettling and made me feel unsafe and exposed. For a hotel in a busy area like Sandton, better protocols for staff positioning and guest privacy are essential. The in-room amenities were equally outdated. The TV channels felt like a throwback to 1996, limited selection, poor quality, and nothing modern or engaging. In 2026, with streaming services everywhere, this is inexcusable for a business-oriented hotel. But the real low point was the dining and room service. At the restaurant, it took nearly two hours to receive a simple slice of cake. When the bill arrived, we were overcharged significantly, prices were doubled, and we were billed for items we never ordered or received. Resolving this took additional time and frustration. Room service was no better: It took over two hours to deliver a salad to my colleague’s room and more than an hour to bring a single drink to mine. The delays were inexplicable, especially since the hotel didn’t seem overwhelmingly busy. Overall, the level of disorganisation and inefficiency was baffling. Southern Sun, as an established brand, should be aware of these standards, this isn’t a budget motel. I hope management takes note and addresses these issues, as the location in Sandton is prime, but the execution falls far short. I won’t be returning and can’t recommend it in its current state. One star – and that’s generous.
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Replies (0)SN
Shane N
1 reviews | Active since Jan 2020
8 Feb 2026, 08:42
Bad Experience
My family and I checked in at Southern Sun Elangeni & Maharani on 30/12/2025 and checked out 03/01/2026. It was unfortunately the worst hotel experience we had from the beginning to the end. I spoke to Nandi on the day of my check out and she asked me to send an email with all the issues, and she would discuss it with the relevant department managers. The feedback that I received was that they won’t be able to compensate us. Below is the email that was sent to Nandi (I can attach the email for proof with responses). All we wanted was a fair compensation but there it’s clear that this hotel does not take any responsibility . Check in: • We checked in on 30/12/2025 after 2pm, after the 50% balance of there payment was done, we were told that the room was not ready. I asked why and the person that checked us in, mentioned that maintenance was busy sorting out some issues in the room. • We were told, by the time we unload our luggage, our room will be ready. Unfortunately, we still waiting an additional 10 minutes. • Check in time is clearly from 2pm, why was the room not ready? • When we got into our room, we noticed that door latch was broken and the left-hand side light bulb was not working. This was resolved but once again, why did maintenance not pick this up as they are the reason why our room was not ready in the first place. See attached pictures. • After using the shower, we noticed water began to seep through towards the entrance of the room. We complained and this issue was resolved – once again a maintenance issue…. Breakfast: • I can understand the long queues during the peak season to have breakfast but some of the staff members weren’t friendly at all. • To get a coffee was a huge delay, sometimes our coffee would arrive after we had breakfast Housekeeping: • I did not have a major issue with housekeeping except for them coming at 16:00 to make up which was just one day. Check out: • Check out was a nightmare…. I called requested a porter at 10:10 expecting the porter to arrive 10 or 15 minutes later. • I called again at 10:30 and still waited for a porter. • I got to a point where I walked next door at 10:40 to ask housekeeping to please call the porter for me. Unfortunately, this also did not work. • I must mention, at 10:10 – I asked my family to go down and get breakfast, knowing that the porter will arrive in time for us to have breakfast as a family. • I still waited until 11:15 and finally went downstairs to complain and finally have a porter to help me. This is over an hour of waiting for the porter. I basically had to fetch the porter myself which is unacceptable. • A reminder that my family had to have breakfast without me and your kitchen closes at 11 and staff were packing the food away when I finally got the porter issue sorted. I trust that the above would be helpful to anyone else that’s planning to book here and I’m sure other guests had similar experiences. I would definitely pass the bad experience on to my friends and family and hope that this complaint will better their service in the near future
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Shane N
1 reviews | Active since Jan 2020
8 Feb 2026, 08:42
Bad Experience
My family and I checked in at Southern Sun Elangeni & Maharani on 30/12/2025 and checked out 03/01/2026. It was unfortunately the worst hotel experience we had from the beginning to the end. I spoke to Nandi on the day of my check out and she asked me to send an email with all the issues, and she would discuss it with the relevant department managers. The feedback that I received was that they won’t be able to compensate us. Below is the email that was sent to Nandi (I can attach the email for proof with responses). All we wanted was a fair compensation but there it’s clear that this hotel does not take any responsibility . Check in: • We checked in on 30/12/2025 after 2pm, after the 50% balance of there payment was done, we were told that the room was not ready. I asked why and the person that checked us in, mentioned that maintenance was busy sorting out some issues in the room. • We were told, by the time we unload our luggage, our room will be ready. Unfortunately, we still waiting an additional 10 minutes. • Check in time is clearly from 2pm, why was the room not ready? • When we got into our room, we noticed that door latch was broken and the left-hand side light bulb was not working. This was resolved but once again, why did maintenance not pick this up as they are the reason why our room was not ready in the first place. See attached pictures. • After using the shower, we noticed water began to seep through towards the entrance of the room. We complained and this issue was resolved – once again a maintenance issue…. Breakfast: • I can understand the long queues during the peak season to have breakfast but some of the staff members weren’t friendly at all. • To get a coffee was a huge delay, sometimes our coffee would arrive after we had breakfast Housekeeping: • I did not have a major issue with housekeeping except for them coming at 16:00 to make up which was just one day. Check out: • Check out was a nightmare…. I called requested a porter at 10:10 expecting the porter to arrive 10 or 15 minutes later. • I called again at 10:30 and still waited for a porter. • I got to a point where I walked next door at 10:40 to ask housekeeping to please call the porter for me. Unfortunately, this also did not work. • I must mention, at 10:10 – I asked my family to go down and get breakfast, knowing that the porter will arrive in time for us to have breakfast as a family. • I still waited until 11:15 and finally went downstairs to complain and finally have a porter to help me. This is over an hour of waiting for the porter. I basically had to fetch the porter myself which is unacceptable. • A reminder that my family had to have breakfast without me and your kitchen closes at 11 and staff were packing the food away when I finally got the porter issue sorted. I trust that the above would be helpful to anyone else that’s planning to book here and I’m sure other guests had similar experiences. I would definitely pass the bad experience on to my friends and family and hope that this complaint will better their service in the near future
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Replies (0)ND
Ncamsile D
1 reviews | Active since Jan 2020
5 Feb 2026, 11:24
Exquisite
The place is nice and clean the staff is well trained love the fact that they have someone who can assist with charging our phone that’s beautiful rooms 😜😜 and the hotel is at a good location. I enjoyed their buffet breakfast like they have variety to choose from well secured with lots of securities who makes sure that it is safe
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Ncamsile D
1 reviews | Active since Jan 2020
5 Feb 2026, 11:24
Exquisite
The place is nice and clean the staff is well trained love the fact that they have someone who can assist with charging our phone that’s beautiful rooms 😜😜 and the hotel is at a good location. I enjoyed their buffet breakfast like they have variety to choose from well secured with lots of securities who makes sure that it is safe
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Righteousness R
1 reviews | Active since Jan 2020
3 Feb 2026, 06:56
Unpleasant Experience
I had an Unpleasant Experience at Stay Easy Rustenburg. checked in on the 21 December and our stay was supposed to be up to the 26th I unfortunately had to check out on the 24th December due an emergency I had to attend to at home. 1. when i checked in the lifts were not working, had to take the stairs to the 5th floor 2. the bedding wasnt smelling nice - had to call the cleaning ladies and ask them to change the bedding 3. my room had no shower caps - i had to go to reception every time my wife and I needed to shower. The lady by the name of Lizzy literally asked me why am i asking for shower caps everyday shouldn't i be reusing the shower cap i had the previous day 4. I have been waiting for my refund , January has long past and today is the 3rd of February, no update email or at least a phone call. I, as the customer has to be the 1 who constantly calls to find out whats going on i spoke to a lady by the name of Portia last week Tuesday I think and I expressed my concern on how they are handling this matter. She told me that they have a new lady in the finance department and she will speak to her and get back to me. Till this day I have been waiting. I decided to call again yesterday morning and Requested to speak to the " New finance lady " I think her Name is Bulelwa, she told me the same story that she is new in the department and she has a backlog of work. How is Southern Sun having a backlog on refunds my problem??? I asked her why has she been quite and not at least giving me feedback or even a courtesy call to at least advise that they will work on my refund and I did not get an answer. Very Disappointed because Southern Sun places dont come cheap. its all nice and easy when we pay for staying at their places but they give terrible service
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Righteousness R
1 reviews | Active since Jan 2020
3 Feb 2026, 06:56
Unpleasant Experience
I had an Unpleasant Experience at Stay Easy Rustenburg. checked in on the 21 December and our stay was supposed to be up to the 26th I unfortunately had to check out on the 24th December due an emergency I had to attend to at home. 1. when i checked in the lifts were not working, had to take the stairs to the 5th floor 2. the bedding wasnt smelling nice - had to call the cleaning ladies and ask them to change the bedding 3. my room had no shower caps - i had to go to reception every time my wife and I needed to shower. The lady by the name of Lizzy literally asked me why am i asking for shower caps everyday shouldn't i be reusing the shower cap i had the previous day 4. I have been waiting for my refund , January has long past and today is the 3rd of February, no update email or at least a phone call. I, as the customer has to be the 1 who constantly calls to find out whats going on i spoke to a lady by the name of Portia last week Tuesday I think and I expressed my concern on how they are handling this matter. She told me that they have a new lady in the finance department and she will speak to her and get back to me. Till this day I have been waiting. I decided to call again yesterday morning and Requested to speak to the " New finance lady " I think her Name is Bulelwa, she told me the same story that she is new in the department and she has a backlog of work. How is Southern Sun having a backlog on refunds my problem??? I asked her why has she been quite and not at least giving me feedback or even a courtesy call to at least advise that they will work on my refund and I did not get an answer. Very Disappointed because Southern Sun places dont come cheap. its all nice and easy when we pay for staying at their places but they give terrible service
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Portia J
1 reviews | Active since Jan 2020
3 Feb 2026, 02:11
Unfairly treated
I have booked at Cabanas Beach resort in Umhlanga for my birthday and I regret staying there, staff so unfriendly,not to mention a security guy by the name of Josiah who claims to be a resort manager but he's a supervisor to the guards,this guy made my stay so unpleasant he treated me and my husband so unfair,he was so rude to us,on the 1st day he refused us to access the pool claiming that we are making noise,the second say he came straight in our room while we were chilling at the balcony,he literally forced himself in our room claiming that we are making noise and he's not going to leave my room until I switch off the TV, i was so scared and that situation made me so uncomfortable as if he wanted to slap me. my stay at the resort was an unpleasant stay for us,they treat black people like ****. I will stay in this resort ever again.
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Portia J
1 reviews | Active since Jan 2020
3 Feb 2026, 02:11
Unfairly treated
I have booked at Cabanas Beach resort in Umhlanga for my birthday and I regret staying there, staff so unfriendly,not to mention a security guy by the name of Josiah who claims to be a resort manager but he's a supervisor to the guards,this guy made my stay so unpleasant he treated me and my husband so unfair,he was so rude to us,on the 1st day he refused us to access the pool claiming that we are making noise,the second say he came straight in our room while we were chilling at the balcony,he literally forced himself in our room claiming that we are making noise and he's not going to leave my room until I switch off the TV, i was so scared and that situation made me so uncomfortable as if he wanted to slap me. my stay at the resort was an unpleasant stay for us,they treat black people like ****. I will stay in this resort ever again.
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Replies (0)PP
Passion P
1 reviews | Active since Jan 2020
2 Feb 2026, 06:47
Poor customer service
Southern Sun Maputo is overrated; from my experience the rooms need to maintain some level of cleanliness. The musty smell of the entire building, corridors and rooms was appalling. I had to cancel my second leg of my accommodation. The management of this hotel really doesn't make the whole experience any better, broken commitment and poor service delivery. The management promised to refund for the remainder of my cancelled accommodation, but that money has not been paid up 40 days today and still counting. I would not recommend any family from booking with them-vacation spoiler.
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Passion P
1 reviews | Active since Jan 2020
2 Feb 2026, 06:47
Poor customer service
Southern Sun Maputo is overrated; from my experience the rooms need to maintain some level of cleanliness. The musty smell of the entire building, corridors and rooms was appalling. I had to cancel my second leg of my accommodation. The management of this hotel really doesn't make the whole experience any better, broken commitment and poor service delivery. The management promised to refund for the remainder of my cancelled accommodation, but that money has not been paid up 40 days today and still counting. I would not recommend any family from booking with them-vacation spoiler.
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