SH
Sugar Hotel
Unclaimed Business
SH
Sugar Hotel
Unclaimed Business
1 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
0
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%)
Frequently Asked Questions About Sugar Hotel
Sugar Hotel has a TrustIndex of 0 out of 10 on Hellopeter, based on 1 reviews in the last 12 months. Hellopeter has tracked Sugar Hotel across 3 total reviews. How is the TrustIndex calculated? →
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 ExperiencetI
tasneem I
1 reviews | Active since Jan 2020
2 Jun 2025, 14:26
Pathetic services
Complaint Regarding Poor Customer Service at Sugar Hotel Spa This morning, I contacted Sugar Hotel to reschedule my spa appointment, which was originally booked for this past Saturday. Unfortunately, I was hospitalized on that day and unable to attend. I reached out as soon as I could this morning, hoping to explain and possibly reschedule. The first person I spoke to was a man named "Once More" (or something similar). He was extremely unapproachable and rude from the start. I was then transferred to a polite and understanding lady who listened to my situation. She expressed sympathy and explained that rescheduling might be out of her control, but she would try to assist if possible. I appreciated her professionalism. However, I was transferred back to "Once More," and his behavior was unacceptable. When I calmly asked what his position was, he refused to say. I was later informed by the lady that he is actually the manager. If that is the case, I strongly feel that he needs to undergo customer service training. His attitude was unprofessional and completely unsuitable for someone in the hospitality industry. I remained kind throughout the conversation, but his treatment of me left me deeply disappointed. As a customer, I expected empathy and respect, especially given my circumstances. I hope management takes this seriously and addresses this issue, as it reflects poorly on the entire establishment. Mrs Isaac's
Helpful (0)
|Replies (0)tI
tasneem I
1 reviews | Active since Jan 2020
2 Jun 2025, 14:26
Pathetic services
Complaint Regarding Poor Customer Service at Sugar Hotel Spa This morning, I contacted Sugar Hotel to reschedule my spa appointment, which was originally booked for this past Saturday. Unfortunately, I was hospitalized on that day and unable to attend. I reached out as soon as I could this morning, hoping to explain and possibly reschedule. The first person I spoke to was a man named "Once More" (or something similar). He was extremely unapproachable and rude from the start. I was then transferred to a polite and understanding lady who listened to my situation. She expressed sympathy and explained that rescheduling might be out of her control, but she would try to assist if possible. I appreciated her professionalism. However, I was transferred back to "Once More," and his behavior was unacceptable. When I calmly asked what his position was, he refused to say. I was later informed by the lady that he is actually the manager. If that is the case, I strongly feel that he needs to undergo customer service training. His attitude was unprofessional and completely unsuitable for someone in the hospitality industry. I remained kind throughout the conversation, but his treatment of me left me deeply disappointed. As a customer, I expected empathy and respect, especially given my circumstances. I hope management takes this seriously and addresses this issue, as it reflects poorly on the entire establishment. Mrs Isaac's
0
Replies (0)JL
Jason L
1 reviews | Active since Jan 2020
20 Aug 2021, 11:14
Don't Even Bother
This place doesn't even deserve a star Where in your life do you have to take off time of your hour massage to take a shower??????? Well, that is how this spa works!!!!!!! There is no shower/changing room facility outside of the treatment room. So how relaxing can that treatment room be with the bathroom attached to it???? The lady and gent that answered the phones were so rude and did not have any empathy with the situation and just kept on telling me that is how it works and the owner of the hotel is aware of this and it was his decision??? Mr Giles Smith, have you ever been to a spa??? Oh I tell the lady that I have been to many 5 / 4-star spa's in my life and none has their bathroom facilities as part of their treatment room, and she said "sorry we are not like that", absolutely correct, you guys are not even 1 star!!!! Absolutely appalled!!! Anniversary ruined!!!! I have tried to email the owner giles@sugarhotel.co.za but the emails bounce back and according to OnceMore and Anathi (Floor Manager) the only other person I can talk to is the owner however I informed them to ask him to call me which I am pretty sure they won't If need be I can send you all the email correspondence I have had with management and also cc'd the owner in to which I have stated above has bounced back Jason 0788009187
Helpful (0)
|Replies (0)JL
Jason L
1 reviews | Active since Jan 2020
20 Aug 2021, 11:14
Don't Even Bother
This place doesn't even deserve a star Where in your life do you have to take off time of your hour massage to take a shower??????? Well, that is how this spa works!!!!!!! There is no shower/changing room facility outside of the treatment room. So how relaxing can that treatment room be with the bathroom attached to it???? The lady and gent that answered the phones were so rude and did not have any empathy with the situation and just kept on telling me that is how it works and the owner of the hotel is aware of this and it was his decision??? Mr Giles Smith, have you ever been to a spa??? Oh I tell the lady that I have been to many 5 / 4-star spa's in my life and none has their bathroom facilities as part of their treatment room, and she said "sorry we are not like that", absolutely correct, you guys are not even 1 star!!!! Absolutely appalled!!! Anniversary ruined!!!! I have tried to email the owner giles@sugarhotel.co.za but the emails bounce back and according to OnceMore and Anathi (Floor Manager) the only other person I can talk to is the owner however I informed them to ask him to call me which I am pretty sure they won't If need be I can send you all the email correspondence I have had with management and also cc'd the owner in to which I have stated above has bounced back Jason 0788009187
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
30 Apr 2021, 08:10
Bad service
I took my 2 friends for a lunch treat at your restaurant as I had a awesome experience my 1st time. We asked for well done burgers with chips and onion rings. All 3 burgers was under done when we cut it half. We send it back to the kitchen and the chef only took off the halves, put it on the burner again and stacked it with the same halved buns. Now we don't know who's was who's. Very disappointed at the type of service I received yesterday(4th April 2021) compared to the 1st time around. I send a email to info@sugarhotel.co.za and have not received a single reply or acknowledgment from management. They also in the habit of saying they fully booked for a Saturday when you advise reception you have a voucher. Yet when you call minutes later a booking is available. They playing with my hard earned money like it means nothing to them
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
30 Apr 2021, 08:10
Bad service
I took my 2 friends for a lunch treat at your restaurant as I had a awesome experience my 1st time. We asked for well done burgers with chips and onion rings. All 3 burgers was under done when we cut it half. We send it back to the kitchen and the chef only took off the halves, put it on the burner again and stacked it with the same halved buns. Now we don't know who's was who's. Very disappointed at the type of service I received yesterday(4th April 2021) compared to the 1st time around. I send a email to info@sugarhotel.co.za and have not received a single reply or acknowledgment from management. They also in the habit of saying they fully booked for a Saturday when you advise reception you have a voucher. Yet when you call minutes later a booking is available. They playing with my hard earned money like it means nothing to them
0
Replies (0)