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Reviewed 24 October 2019 via mobile

Ok..... first things first, the grounds are stunning, the food is fantastic and...... nope, that’s it. What should have been a perfect stay was tainted by one or 2 things

1) When you check in you are told that the hotel will take credit card details for the cost of the stay plus R500 for “incidentals”. Fine, we are used to this, drinks get charged to the room and this can come off the balance when we check out. HOWEVER what they don’t tell you is that when you do leave, they will take the full balance a 2nd time and tell you that your initial “holding” payment will be released immediately. What!?! The “holding” payment has still not been released 3 days later . What sort of stupid system is this??

2) The main pool is being refurbished at the moment and you are advised to use one of the 4 other pools. I asked at reception if I could have a map so that I could find these pools. The guy at the desk just pointed to the middle distance and told me to go to the one behind the car park. I asked again for a map, but this seemed to be above his pay grade as he did not want to give me a map. Eventually the girl next to him finished what she was doing and silently reached into a drawer and gave me a map. Why the reluctance from the man? Also some of the male staff at breakfast lacked any enthusiasm for their job.

So this review could, no, should have been great, but there are some staff that possibly need additional customer service training and someone, somewhere needs to look at the payment process as we currently have approx £156 (R2972) that we cannot access on a credit card, which quite frankly is unacceptable!

Date of stay: October 2019
Trip type: Travelled as a couple
Thank 2610katel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael P, General Manager at Sabi River Sun Resort, responded to this reviewResponded 26 October 2019

Dear 2610katel

Thank you so much for your recent visit to Sabi River Sun Resort and thank you for your valuable feedback regarding your experience with us.

Please accept our sincerest apologies for the level of service delivery you experienced upon check out. Unfortunately a member of our Team did not follow the correct procedures regarding your credit card charges, we have since conducted constructive re-training to ensure this does not happen again.

We have shared your experience at reception with the Front Office Team to assist us in improving our service delivery standards and to highlight the importance of ensuring that all requests and queries are met with enthusiasm and the desire to help and assist our Guests.

We hope to have the opportunity of welcoming you back to Sabi River Sun Resort in the near future.

Kind regards,
Michael Phillipson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 October 2019

Very comfortable stay, however I feel that a resort of this standing should offer a welcome pack of tea, coffee sugar and milk. Also shampoo and shower gel. Alternatively, guests should be pre warned and can provide for themselves. There is nothing more comforting than a cup of tea or coffee after a long journey.

Date of stay: October 2019
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Tsogo Sun Hotels
Thank patserrup
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael P, General Manager at Sabi River Sun Resort, responded to this reviewResponded 26 October 2019

Dear patserrup

Thank you so much for your recent visit to Sabi River Sun Resort and thank you for your valuable feedback regarding your experience with us.

We are delighted that you enjoyed your stay overall. Your comments have been constructively communicated to our Housekeeping Team for consideration and we look forward to welcoming you back to Sabi River Sun Resort in the near future.

Kind regards,
Michael Phillipson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 October 2019

After many years staying at resort and children growing up through Sabie River Bungalows.It feels very tired and lack of quality management and urgency if required .No interaction from Resort management and guests..Telephoe ,WI FI did not work forthree days and made our life dificult due to required for business reasons.Location still excellent ,castle draught excellent ,Housekeeping excellent and grounds staff hard working .Front of House disapointing.

Date of stay: October 2019
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Tsogo Sun Hotels
Thank SWB158
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael P, General Manager at Sabi River Sun Resort, responded to this reviewResponded 26 October 2019

Dear SWB158

Thank you so much for your recent visit to Sabi River Sun Resort and thank you for your valuable feedback regarding your experience with us.

Please be advised that we are currently refurbishing all the Chalets at Sabi River Sun Resort and we have been upgrading our Wi-Fi network for the past few weeks - we apologise for the inconvenience this caused you.

We are surprised that you did not have sufficient interaction with our Management Team - we are constantly chatting and interacting with our Guests - we also have a weekly Forum with all TimeShare Guests.

We look forward to welcoming you back to Sabi River Sun Resort in the near future and we will certainly endeavour to have more interaction with you during your next visit.

Kind regards,
Michael Phillipson
General Manager




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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 October 2019

Three days I stayed had no access to the phone so had to run up to reception all the time.also cleanliness of the units was below par as it had a lot of cobwebs etc therefore not safe to stay with kids.

Date of stay: October 2019
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Tsogo Sun Hotels
Thank Mohammed Zulfiq... S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael P, General Manager at Sabi River Sun Resort, responded to this reviewResponded 26 October 2019

Dear Mohammed Zulfiq... S

Thank you so much for your recent visit to Sabi River Sun Resort and thank you for your valuable feedback regarding your experience with us.

Please accept our sincerest apologies for the level of Wi-Fi service delivery you experienced during your stay. Your comments have been constructively communicated to our IT Team who have since resolved this issue in and around your Chalet.

We hope to have the opportunity of welcoming you back to Sabi River Sun Resort in the near future.

Kind regards,
Michael Phillipson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 October 2019

This is one of the best resorts to enjoy quality family time. The resort is well maintained and service is of the highest quality. I would highly recommend this resort . It is well situated to have day visits to the Kruger National Park . Several activities at the resort as well as the opportunity to enjoy a round of golf on a daily basis, makes this a vacation of note.

Date of stay: September 2019
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Tsogo Sun Hotels
Thank jacomien2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael P, General Manager at Sabi River Sun Resort, responded to this reviewResponded 26 October 2019

Dear jacomien2014

Thank you so much for your recent visit to Sabi River Sun Resort and thank you for your valuable feedback regarding your experience with us.

We are delighted that you enjoyed your stay and we look forward to welcoming you back to Sabi River Sun Resort in the near future.

Kind regards,
Michael Phillipson
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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