Top

Frequently Asked Questions

National Lockdown for COVID-19 Coronavirus

Updated 18 May

In line with President Cyril Ramaphosa’s call for a National Lockdown, all of Sun International’s South African casinos and facilities are closed.

Sun International's Hotel Booking Cancellation Policy

In light of COVID-19 we are prepared to be flexible regarding cancellations and rescheduled bookings. The national lockdown across our properties will have an effect on our ability to process refunds speedily so we ask for your understanding and patience.

Cancellation policy for Sun City Resort, The Table Bay hotel, The Maslow Sandton, Boardwalk, Wild Coast Sun, Sibaya, eSwatini properties and Sun Vacation Club rentals:

Existing reservations that are scheduled for arrival before 31 July 2020 can be changed to an alternative date or cancelled at no charge. All deposits will be refunded in case of cancellation. Please be prepared to wait a little longer for refunds to be processed in light of the shutdown of our properties.

The Maslow Time Square may now welcome local guests residing in Gauteng under advanced level 3 regulations. Existing reservations for guests residing in other provinces or outside of South Africa can be changed to an alternative date or cancelled at no charge if scheduled to arrive before 31 July 2020. All deposits will be refunded in case of cancellation.

The cancellation policy for Sun City Resort, The Table Bay hotel, The Maslow Sandton, Boardwalk, Wild Coast Sun, Sibaya, eSwatini properties and Sun Vacation Club has been revised as follows:

Groups over 100 rooms

All MICE, Conferencing and Leisure Groups over 100 room nights for groups booked for arrival up to and including 31 July 2020, will be allowed to modify or cancel without charge. All deposits will be refunded in the case of cancellation.

Existing groups booked for travel between 1 - 31 August 2020 can be changed or cancelled at no charge up to 30 days before the scheduled arrival date. The date changes are to be booked for stays prior to 20 December 2021. Deposits will be refunded in case of cancellations of more than 30 days from arrival.

Cancellations requested within 30 days before arrival will attract cancellation fees. Alternatively, bookings can be rescheduled to an alternative date prior to 20 December 2021, to avoid such cancellation fees.

For any new enquiries and bookings, groups booked prior to 30 September 2020, for stays up to 30 June 2021, will attract a 30 days cancellation policy.

Please be prepared to wait a little longer for refunds to be processed in light of the shutdown of our properties.

Group under 100 rooms

All MICE, Conferencing, Leisure and Series Groups under 100 room nights booked for arrival up to and including 31 July 2020 will be allowed to book new dates or cancel without cancellation fees. All deposits will be refunded in the case of such cancellations.

Existing groups booked for travel between 1 - 31 August 2020 can be changed or cancelled at no charge up to 14 days before the scheduled arrival date. The date changes are to be booked for stays prior to 20 December 2021. Deposits will be refunded in case of cancellations of more than 30 days from arrival.

For any new enquiries and bookings, groups booked prior to 30 September 2020, for stays up to 30 June 2021, will attract a 14 days cancellation policy.

Please be prepared to wait a little longer for refunds to be processed in light of the shutdown of our properties.

The cancellation policy for The Maslow Time Square has been revised as follows:

Groups over 100 rooms

All MICE, Conferencing and Leisure Groups over 100 room nights for groups booked for arrival up to and including 31 July 2020, will be allowed to modify or cancel without charge. All deposits will be refunded in the case of cancellation.

Existing groups booked for travel between 1 - 31 August 2020 can be changed or cancelled at no charge up to 30 days before the scheduled arrival date. The date changes are to be booked for stays prior to 20 December 2021. Deposits will be refunded in case of cancellations of more than 30 days from arrival.

Cancellations requested within 30 days before arrival will attract cancellation fees. Alternatively, bookings can be rescheduled to an alternative date prior to 20 December 2021, to avoid such cancellation fees.

For any new enquiries and bookings, groups booked prior to 30 September 2020, for stays up to 30 June 2021, will attract a 30 days cancellation policy.

Please be prepared to wait a little longer for refunds to be processed in light of the shutdown of our properties.

Group under 100 rooms

Local (South African) meetings and/or conferencing groups with a maximum of 50 guests may be accommodated under the advanced level 3 regulations. The below policy will apply to all other groups: 

All MICE, Conferencing, Leisure and Series Groups under 100 room nights booked for arrival up to and including 31 July 2020 will be allowed to book new dates or cancel without cancellation fees. All deposits will be refunded in the case of such cancellations.

Existing groups booked for travel between 1 - 31 August 2020 can be changed or cancelled at no charge up to 14 days before the scheduled arrival date. The date changes are to be booked for stays prior to 20 December 2021. Deposits will be refunded in case of cancellations of more than 30 days from arrival.

For any new enquiries and bookings, groups booked prior to 30 September 2020, for stays up to 30 June 2021, will attract a 14 days cancellation policy.

Please be prepared to wait a little longer for refunds to be processed in light of the shutdown of our properties.

CONTACT US
Mondays to Fridays
07h00 - 18h00

T: 011 780 7800/7805
Bookings: crobook@suninternational.com
Vacation Club: bookings.svc@suninternational.com
VIP Reservations: vipreservations@suninternational.com

Pre-opening Preparedness:

The following preventative measures will be implemented to prepare our operations for opening and will be guided by property specific risk assessments. Processes include, but are not limited to:

  • Employee Training on COVID-19, risks, controls, self-assessment screening and Personal Protective Equipment (PPE)
  • Purchasing of PPE 
  • Amended Human Resources (HR) protocols to ensure social distancing, remote work where practical, and enforcement of Health and Safety controls
  • Identification of demarcated areas for queuing and social distancing measures
  • Printing and displaying of awareness posters on hygiene, social distancing and COVID-19 related risks in all staff and guest facing areas
  • Deep cleaning of properties and pest control 
  • Preparation of Heating, Ventilation and Air Conditioning (HVAC) systems, water reticulation systems, fridges, dishwashers, laundry equipment, etc. 
  • Food purchases and safe receiving 
  • Installation of physical barriers where practical 
  • Installation of hand sanitizer dispensers at all high traffic areas such as entrances and exits, lift lobbies and escalators, gaming floors, restaurants, bars, conference venues, toilets etc. 
  • Implementation of Standard Operating Procedures (SOP’s) to enforce additional hygiene and cleaning protocols 
  • A pre-opening audit will be conducted on all facilities to ensure that cleaning standards and protocols are consistent across the group

Post-opening Daily Control Measures:

Once we are allowed to open, the following control measures will be implemented on a daily basis, including but not limited to:

Access control:

  • Temperature screening and further screening using a questionnaire will be done at hotel check in, staff entrances, casino and other entrances where required.
  • At all primary entrances, queuing systems will be demarcated to ensure social distancing of 1.5 meters.
  • Only holders of MVG loyalty cards will be permitted onto our casino floor to allow for the tracking and traceability of casino customers.

Social distancing:

  • Every second seat at slot machine banks has already been removed and tables will be limited to four players only.
  • Seating capacity at dining, conferencing and meeting areas has been reduced and will remain in line with Government guidelines for social distancing.

Health and hygiene interventions:

  • Wearing of cloth face masks and training in the safe way to do so.
  • A face mask must be worn by all people entering the property.
  • Where additional personal protective equipment (PPE) is required, these will be provided to employees including training on how to properly use, clean, store or dispose of these.
  • Enhanced food safety measures to ensure food is covered, sealed, or served to prevent cross-contamination.
  • Increased cleaning and sanitization of all high risk touch points such as door handles, hand rails, lift buttons, light switches, reception and bar counters; slot machines and tables equipment; restaurant equipment and utensils, restaurant tables, chairs and other surfaces; in vehicles - door handles, interior surfaces and window levers and or buttons; Hotel rooms, surfaces and furniture; Hotel showers and all other basin taps, toilet flush buttons, levers, toilet seats and surrounding cubicle walls.
  • Third Party hygiene audits will be conducted on a scheduled basis.

USEFUL CONTACTS DURING NATIONAL LOCKDOWN

GBV Command Centre: 0800 428 428 / *120*7867# from any cell phone
Persons with disabilities: SMS 'help' to 31531
Women Abuse Helpline: 0800 150 150
Child line: 0800 055 555
SAPS Crime Stop: 0860 10111
SMS Crime Line: 32211
GBVF-related service complaints (SAPS): 0800 333 177
complaintsnodalpoint@saps.gov.za
National AIDS Helpline: 0800 012 322
National Human Trafficking Helpline: 0800 222 777
Suicide Helpline: 0800 567 567
National Department of Health: https://www.health.gov.za
National Institute of Communicable Diseases: https://www.nicd.ac.za
World Health Organisation: https://www.who.int
Coronavirus Hotline: 0800 029 999

 

All of our shows and events were postponed or cancelled earlier in March in line with the prohibition on mass gatherings.

All of our South African casinos are closed.

We have been in regular communication with all of our concessionaires, suppliers and service providers with respect to their own action plans and state of preparedness. We are also engaging with key stakeholders including Government, Regulators, Unions, Investors and Shareholders.

UPDATE ON FACILITIES

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

Complex closed

WHAT SUN INTERNATIONAL IS DOING TO MITIGATE
THE SPREAD OF COVID-19 AT OUR PROPERTIES

We have always adhered to the strictest principles of hygiene and cleanliness at all of our hotels, casinos and other facilities. In addition to our ongoing cleaning schedules, we have introduced additional enhanced cleaning and other practices for housekeeping and food and beverage areas:

  • Making hand sanitisers available at all entrances to hotels, casinos, conference areas. Hand sanitisers are also available in staff areas.
  • Increased cleaning of surfaces in public areas.
  • Enhanced cleaning of high touchpoint areas, for example door handles, escalator handrails, slot machines, casino tables, elevator buttons and card machines, as examples. We have also increased cleaning on Sun City Resort’s shuttle buses.
  • Constantly reviewing and stepping up hygiene and safety in all food preparation and handling areas.
  • All staff are required to wash hands regularly.
  • Our front of house messaging reminds all guests of the importance of personal hygiene and hand sanitising.
  • All International travel has been suspended, and local travel will only take place for emergency purposes.

Staff awareness programmes are already in place and we have introduced appropriate education campaigns for front and back-of-house staff across all of our properties, and at all or our facilities. Staff are also regularly updated as new information becomes available.

The South African government has announced a travel ban on foreign nationals from high-risk countries in the European Union such as Germany, Spain and Italy, the United Kingdom, the United States, China, Iran and South Korea. Foreign nationals from these countries who have arrived in the country since mid-February, must be tested for the virus, but with the travel ban in place new visitors from these areas will no longer be granted entry into the country.

South Africans returning from these countries will all be required to self-isolate on their return. The Health Ministry has also announced that additional screening methods will be introduced at all entry points into South Africa.

Thermal scanners have been acquired and are in the process of being implemented at our hotels and casinos.

All Sun International properties have access to fully trained first aiders, and have access to appropriate medical assistance which will be facilitated by our Hotels and Casino management. However, to prevent the possibility of spreading the virus, we recommend that you self-isolate and contact the National Health hotline on 0800 029 999 for assistance on what you should do.

WHAT YOU CAN DO TO PROTECT YOURSELF
AND HELP MITIGATE THE SPREAD OF COVID-19

  • Regularly and thoroughly wash your hands with soap and water;
  • Travel with sufficient quantities of wet wipes and hand sanitiser (65%+ alcohol content), subject to airline restrictions;
  • If you are still concerned about touching public surfaces, travel with latex plastic gloves and do not reuse them, but rather discard them in a bin after each use;
  • Avoid touching your face unless you have thoroughly washed your hands;
  • Maintain a distance between yourself and anyone who is coughing or sneezing or generally displays signs of a cold;
  • If you feel unwell, have a fever, are coughing or have difficulty in breathing, keep your distance from others and seek medical attention immediately;
  • While travelling consume foods that are cooked thoroughly;
  • There is no evidence that single-use face masks are effective, but should you wish to travel with them remember not to touch your mask once it is on, and do not attempt to reuse your mask more than once. Discard each mask in a proper bin and wash your hands immediately after removing it.
  • If you are not in an area where COVID-19 is spreading, or have not travelled from an area where it is spreading, or have not been in contact with an infected patient, your risk of infection is low.
  • While you may understandably feel anxious about the outbreak, get the facts from reliable sources to help you accurately determine your risks so that you can take reasonable precautions. These include the WHO website, healthcare providers or national public health authorities.
  • If you are living in an area that has experienced an outbreak of COVID-19, ensure that you are fully informed of the situation and understand whatever precautions you might need to take before travelling.
  • For most people, a COVID-19 infection will cause mild illness. It can however cause severe illness and, for some people, it can be fatal. Older people and those with pre-existing medical conditions (such as cardiovascular disease, chronic respiratory disease or diabetes) are at greater risk.
  • For South Africans who are concerned about the virus, or suspect you might have the symptoms, call 0800 029 999 for information and advice.