Gold Reef City Hotel — Hotel in Gauteng

We had a lovely weekend stay at the Southern Sun Gold Reef City Hotel. The staff were friendly, and the check-in check-out process was quick and efficient. ||||We were very impressed with the cleanliness of the room and common areas. The bedding was clean, bed and pillows comfortable and the blackout curtains ensured a restful night sleep. The tea/coffee station had a good assortment of teas and coffee with little biscuits as an additional treat. The bathroom was spotless, and we were pleased to see the size and amenities on offer including foam bath which my son enjoyed. It was my son’s birthday and the team put a delicious slice of cake in our room for him which made him feel so special. ||||We chose to have the ala-carte breakfast option downstairs at the Bistro which was good.||||The hotel is small but the attention to detail and level of cleanliness is evident as you walk around the hotel and common areas. The bathroom in the common areas were well serviced and smelt nice and constantly be restocked/refilled.||||When you stay at the hotel you get entry to the theme park. It would be good to be able to get the arm bands from the casino hotel reception instead of having to go to the theme park hotel. Something that could be worked on is the shuttle service to get to the theme park hotel. Perhaps having more shuttles or investigate having gold carts or something to enable a faster transfer between hotels. The staff including the shuttle driver were very friendly.||||The casino is a fair size. There were some sanitizing wipes and sanitizers available. The smoking casino could be better ventilated to control the air quality. An area that can be improved are the lines for the loyalty and COVID screening process. The COVID screening process can be streamlined preventing the need to acquire an arm band for casino entry. Also, it would be good for the automatic cash withdrawal machine to remain open until casino closing time to prevent the need to stand in the queue for the cashiers especially given the reduced staff. ||||Overall, we had a lovely stay and look forward to...

We were moved from the Theme Park Hotel to the Casino Hotel after complaining about the hazards of the refurbishment work underway and workers on ladders staring in at our bedroom window. After a very mediocre dinner at the buffet-type restaurant, we were shocked to discover there was no running water in our room. Despite assurances that the problem would be rectified by 11 pm, we still had no water by the time of our checkout the following morning. Our request for water to be brought up to our room was ignored. It was appalling to have no flush sanitation and no shower before our impending departure for an international air trip.| Considering the lack of water to clean crockery as well as the non-the ability for the staff to wash their hands, we were apprehensive of eating the breakfast which was included in our tariff. |We turned away in disgust after seeing a filthy piece of cutlery at our place setting . We asked to see the manager, rightfully expecting not only an apology but also a refund - We were told no one in a senior capacity was available. But we would receive an urgent follow-up email. To date, no one has contacted us, despite further follow-ups from me. How appalling that a hotel could rip tourists off like this and not have the courtesy to even acknowledge a serious complaint. Its a travesty that these hotels can claim to be in the "hospitality" industry. Nothing hospitable about them at all. A score of one...

We were moved from the Theme Park Hotel to the Casino Hotel after complaining about the hazards of the refurbishment work underway and workers on ladders staring in at our bedroom window. After a very mediocre dinner at the buffet-type restaurant, we were shocked to discover there was no running water in our room. Despite assurances that the problem would be rectified by 11 pm, we still had no water by the time of our checkout the following morning. Our request for water to be brought up to our room was ignored. It was appalling to have no flush sanitation and no shower before our impending departure for an international air trip.| Considering the lack of water to clean crockery as well as the non-the ability for the staff to wash their hands, we were apprehensive of eating the breakfast which was included in our tariff. |We turned away in disgust after seeing a filthy piece of cutlery at our place setting . We asked to see the manager, rightfully expecting not only an apology but also a refund - We were told no one in a senior capacity was available. But we would receive an urgent follow-up email. To date, no one has contacted us, despite further follow-ups from me. How appalling that a hotel could rip tourists off like this and not have the courtesy to even acknowledge a serious complaint. Its a travesty that these hotels can claim to be in the "hospitality" industry. Nothing hospitable about them at all. A score of one...