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Frequently Asked Questions

With interprovincial borders now open, our hotels will begin to reopen, and with the alcohol restrictions now lifted, our restaurants and bars will also again be serving alcohol.
Our current health and safety protocols will remain in place, and all Sun International properties now bear the World Travel and Tourism Council’s (WTTC) safe stamp of approval, verifying that the COVID-19 health and safety protocols we have in place meet international benchmarks.

Updated 26 November

Boardwalk

Health and hygiene protocols at the Boardwalk

Our team is working hard to ensure a safe environment for all our guests and staff. Watch the video to see our COVID-19 health and hygiene protocols in action at the Boardwalk.

When will the Boardwalk hotel open?

The hotel will reopen on the 5th of August 2020.

What times will the Boardwalk Casino open?

The Boardwalk casino will be open from 08h00 to 21h00, with tables operational from 12h00 to 21h00, Monday - Thursday, and from 08h00 to 21h00, Friday - Sunday.

Who can enter the Boardwalk Casino?

Only MVG Members may enter the Casino.

Where must I park to enter the casino?

The Hotel Basement parking is reserved for MVG members and entrance into the casino is via the smoking casino.

Will there be physical distancing in the Boardwalk Casino?

Every second slot machine has been switched off to allow social distancing, in addition, protective shields have put in between the slot machines for your added protection and to ensure physical distancing.

Will the Boardwalk Prive be open?

The Prive will be open exclusively for Diamond and Platinum members.

Can I fill in the screening form before arriving at the Boardwalk?

To speed up the access process it is recommended that the screening form be completed by the visitor when enroute or at arrival to the Boardwalk, but before they access the entrance area.

Will there be promotions at the Boardwalk Casino?

Yes, when the casino is open promotions such as mysteries, double points and play to get will resume.

Will there be casino draws at the Boardwalk?

All casino draws have been suspended until further notice.

Will there be specials on food and drinks at the casino?

Yes, as soon as the casino is open, food and beverage specials will resume.

Will there be Sun Xtra Play for my birthday?

All birthday benefits will be honoured and will be available from the 20th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

Which restaurants will be open at the Boardwalk at the casino?

The Bayside Pantry and Bravo Bar will remain closed. Sun Café will be open daily.

Will the spa be open?

The Camelot Spa is open daily.

Will The Magic Company be open?

The Magic Company is open daily.

Will the crèche be open?

The crèche will remain closed.

Carnival City

Carnival City Casino and all our restaurants are NOW OPEN with physical distancing and health and safety regulations in place. Alcohol will be served on our premises, in line with regulations.

Our new operating hours are daily from 08:30 to 23:30.

Please wear a cloth mask and complete a health questionnaire with every visit.
The health questionnaire can be completed at home. Take a screenshot of the result to avoid long queues.

How will I get access?

  • All visitors will be directed to our undercover parking area.
  • A Covid-19 screening questionnaire and temperature check will be done on entry at every entrance.
  • The wearing of a cloth or disposable mask at all times is compulsory.

Can I come to the complex even if I am not a Sun MVG member?

Yes, non-gaming visitors are welcome to visit the complex. If you, however, want to gain access to the gaming floor, you will be required to sign up to the Sun MVG programme.

Please remember your ID, passport or driver’s license when visiting us for the health questionnaire to be completed for entry.

Are the restaurants open?

Yes, all restaurants are open.

Is the hotel open?

Yes, both Carnival City Hotel and the Road Lodge are open and fully operational.

Will entry be restricted?

Only MVG card holders will be allowed onto the gaming floor. Day visitors are allowed to go to any of our outlets.
Every second slot machine will be off and limited seats will be open at each Table game. A maximum of 50% of our floor capacity will be allowed onto complex.

Will kids be allowed onto property and will Magic Company reopen?

Children are allowed if they are accompanied by an adult at all times. Magic Company is open from Wednesdays and the Kidzone Crèche is open Friday to Sundays.

Is the crèche open?

The Kidzone crèche is operational Fridays to Sundays only at this stage for children between the ages of 4 and 12.

Will we be given masks on arrival?

Unfortunately not, please come with your own masks.

Will my card expire/will my points expire?

This has been put on hold until 120 days after we have reopened.

Which machines or tables will be available to play?

All games will be available, but the number of games will be limited to ensure that social distancing is adhered to.

Who / where can I report anyone defaulting on physical distancing / mask wearing regulations?

Please report to any Supervisor/Manager on duty once transgression is observed.

When will shows or events commence?

We are currently allowed to host shows to a maximum of 250 people for indoor events. Please view our events page on the Carnival City website for updates.

Where / how can I update my MVG details?

Please register on MySun on our website and update all details there, alternatively please update at the MVG Desk.

How can I find new updates about Carnival City after you open, so that I am well informed before I visit?

All information will be shared on our website, Facebook and directly with MVG guests.

Herewith a list of all operational and closed outlets:

Open:

  • Gaming Floor
  • Carnival City Hotel
  • Spur
  • Calisto's
  • RocoMamas
  • Jesters Walk up Bar
  • Milky Lane
  • Panarottis
  • Candylicious
  • Beijing City
  • KFC
  • Ocean Basket
  • Sausage Saloon
  • Magic Company
  • Kidzone Crèche
  • Vikrams
  • Steers
  • Fishaways
  • Fego Caffé
  • Carnival Bar
  • Bru’s
  • Road Lodge
  • Ying Tao
  • SterKinekor
  • Mardi Gras Theate

Closed:

  • Magic Bar
  • Big Top Arena
  • Food Factory

Flamingo

Only MVG members will be able to enter the property.

When will Flamingo Casino open?

We're open.

Operating Hours

Daily: 09h00 – 23h30

Slots: 09h00 – 23h30
Tables: 16h00 – 23h15
Cashdesk: 09h00 – 23h15
Walk up Bar: 09h00 - 23h00

Will Flambino's Creche be open?

Unfortunately not, in keeping with current regulations.

Will Bar 129 be open?

Unfortunately not, in keeping with current physical distancing regulations.

Will Harvest Grill and Wine be open?

Operating hours are: 14H00 to 22H00, last food orders to be at 21H00 and last alcohol sales will be at 22H00.

Will F&M Sweets be open?

Yes.

Will we be able to book a venue for conferencing?

Flamingo Casino's Conference Facilities are still closed.

Will there be Xtra-play for my birthday?

All birthday benefits will be honoured and will be available from the 20th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

Federal Palace

Is the Federal Palace Hotel Open?

We will be opening on 1st September 2020.

Will the casino be open?

The casino is closed until further notice.

Are all facilities at The Federal Palace open?

The following facilities will remain closed until further notice: Ancestors Bar, Pool Club and Gym.

What does the new normal look like?

There are strict protocols in place for your protection and this includes, compulsory use of facial masks within the premises, observing social distancing and physical barriers at high contact guest interface areas such as the reception desk.

What can one expect on arrival?

  • Upon arrival, you will be asked sanitize your hands before entry, complete a screening questionnaire and have your temperature taken. Anyone with a temperature over 37.3°C, or presents with flu-like symptoms, or has indicated a high risk of exposure to the virus, will be denied access and asked to isolate for a secondary assessment. We have isolation rooms prepared, should the need arise.
  • You will not be allowed to enter the property without a mask, which must be worn at all times except when eating or drinking.
  • The use of pens and cash will be kept to a minimum. Where available, contactless payment options such as prepayments, EFTs, and credit and debit cards will be encouraged as the preferred method of payment.
  • An a la carte menu will be available at Annex Restaurant and the lower Terrace.
  • Guests must also observe a social distance of 2 metre unless they are in the same family group.
  • Where possible, porters, security, or other employees will open doors at access areas. Frequently touched surfaces, including doorknobs, railings, taps and tables, will be regularly cleaned and sanitized.
  • Lift capacity will be capped at two persons to maintain physical distancing in the lift.

Golden Valley

The health and safety of our customers and staff are important to us. Below are the changes you can expect when you next visit Golden Valley.

Is the Golden Valley lodge open?

The Golden Valley lodge is open for bookings.

What are the operating hours during the first phase?

Open daily from 09h30 to 23h30.

What does the "new normal" look like at the casino?

We have put strict COVID-19 protocols in place for your health and protection. These include extensive hygiene standards and cleaning practices, masks/facial shields for our staff, and social distancing measures such as floor markings and physical barriers between slot machines and tables seats.

Will there be Xtra Play for my birthday?

All birthday benefits will be honoured and will be available from the 20th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

Are all facilities at Golden Valley open?

We will be following a staggered and phased-in approach; therefore, not all our facilities are currently open at this stage. We will reevaluate this over time.

Which facilities will be operating during the first phase?

  • Limited slots
  • Winners Sports Bar

Which facilities will remain closed?

  • Tables
  • Body Devine Spa
  • Golden Glow Carwash
  • Crèche
  • Kuipers Restaurant
  • Food Factory
  • Kopen Convenience store
  • Sunbet sports betting facility

What can one expect during the first phase of opening?

  • Upon arrival, you will be asked to complete a screening questionnaire, accept Sun International's COVID-19 entry to premises terms and conditions, and your temperature will be taken. Anyone with a temperature over 37.3°C, or presents with flu-like symptoms, or has indicated a high risk of exposure to the virus, will be denied access and isolated for a secondary assessment.
  • Due to the new requirements, entry into the casino may take some time – please be patient with us.
  • You will not be allowed to enter the property without a mask, which must be worn at all times except when eating or drinking.
  • The use of pens and cash will be kept to a minimum. Where available, contactless payment options such as prepayments, EFTs, and credit and debit cards, will be the preferred method of payment.
  • A limited menu will be available at Winners Sports Bar and will be displayed on boards to reduce surfaces. Patrons must also keep a minimum 1.5-metre distance from others unless they are in the same group.
  • Where possible, porters, security, or other employees will open doors at access areas. Frequently touched surfaces, including doorknobs, railings, taps and tables, will be regularly cleaned and sanitised.
  • Only MVG cardholders will be allowed onto the casino floor for track and trace purposes in the event of a COVID-19 case. You can sign up online (https://www.suninternational.com/mysun/registernewmvg) or at the MVG desk on the property.
  • Cash desks, card machines and devices, Cash IOs, promo kiosks and MVG desks will be sanitised between guests.
  • Hand sanitiser and wipes will be made available throughout the gaming floors and at tables, for guests to use.
  • Physical distancing and reduced numbers will be enforced. Promotions, entertainment, and events will be limited, and no gatherings will be allowed.

Can patrons still smoke if they bring their own cigarettes?

Yes, the smoking casino is open. Patrons must observe social distancing, keeping at least 1.5 metres from others, and wear their mask when not smoking.

"A message from Golden Valley GM Keenan Bergins."

GrandWest

Are you open?

Yes, we are. Our operational hours will be from 08h30 to 23h30 daily.

Slots open at 08h30 to 23h30
Tables open at 10h00 to 23h30 

Is it safe?

For your safety, and that of our staff, the following protocols have been put in place:

  • Entry requirements to the complex have been implemented. Individuals that do not comply will be prohibited from entering.
  • Points of entry have been limited to control access.
  • You must accept Sun International’s COVID-19 Entry to Premises Terms and Conditions.
  • Sanitise your hands at entrances.
  • Undergo a temperature check and complete a medical screening questionnaire. Anyone with a temperature over 37.3°C, or presents with flu-like symptoms, or has indicated a high risk of exposure to the virus, will be isolated for a secondary assessment.
  • The wearing of a cloth or disposable mask at all times is non-negotiable.
  • Only MVG members will be allowed onto casino floors.
  • An additional checkpoint has been set up at the single points of entry to the casino floors.
  • You are required to keep a distance of 1.5 meters from others at all times.
  • Capacity on the gaming floor will be limited to 50% of the casino floor space.
  • Every second slot machine will be turned off or locked to ensure a 1.5-meter distance. Perspex screens are installed between all slot machine.
  • Blackjack and American Roulette tables will have a maximum of four (4) seats at each table, while Baccarat tables will have five (5) seats.  Perspex screens are installed between each table seating capacity.
  • An ongoing chip-cleaning program will be implemented on a rotational basis. Sanitiser will also be available for guests to clean their chips.
  • Employees are required to sanitise their hands before starting their shift, between guest interactions and after handling cash.
  • All cash desks, card machines and devices, Cash IOs, promo kiosks and MVG desks will be sanitised after each guest interaction.
  • All tables equipment and furniture will be cleaned on a scheduled basis or between games.
  • Hand sanitiser will be made available throughout the gaming floors and at tables, for guests to use.
  • You will be required to keep a physical distance of 1.5 metres from people and groups you are not travelling with.
  • Lift capacity will be capped at two persons to maintain physical distancing in the lift.
  • Excess furniture in common areas will be removed to ensure physical distancing.
  • At venues where food is served, the following has been implemented:
  • Seats, tables and booths have been reconfigured with physical barriers or removed to allow for appropriate physical distancing.
  • Disposable menus will be used.
  • Tables, table appointments and surrounds will be wiped and sanitised before welcoming and seating the next guests.
  • Condiments, sugars, sauces and meal accompaniments will be brought to the table in single-use, single-serve packaging. Cutlery will be provided in a closed paper sleeve, including the napkin.
  • Individual pre-plated hot and cold snacks will still be available on all-day dining menus.
  • Waiters and staff will keep a physical distance of 1.5 meters in the restaurants.
  • Food and beverage items will be placed on the table instead of handed directly to guests.
  • Only 70% alcohol-based hand sanitisers are used at Sun International.
  • All staff members have undergone training to ensure that they protect themselves and adhere to the guidelines.
  • We are in regular communication with all of our concessionaires, suppliers, service providers and event organisers with respect to their own action plans and state of preparedness.
  • Our clinic and paramedics are fully trained and has access to appropriate medical assistance in the event that this is needed.
  • While we are doing everything within our power to mitigate the spread of the virus, it is also every individual’s own responsibility to ensure that you protect yourself from contracting the virus by adhering to the guidelines.

Can I come to the complex even if I am not a Sun MVG member?

Yes, non-gaming visitors are welcome to visit the complex. If you, however, want to gain access to the gaming floor, you will be required to sign up to the Sun MVG programme.

How will I get access?

  • Sun MVG members must enter the casino via the Sun MVG undercover parking entrance. There will be a further checkpoint on entry to the casino floor via The District, situated at Jackson Hall adjacent to The Hussar Grill.  Parking facilities for Diamond and Platinum members will be available on the lower parkade level, and Gold and Silver members on the upper parkade levels.
  • Day Visitors can access the complex via the main entrance to all non-gaming related facilities. Public parking will be available on the left hand side, as you enter from the main tollgate.
  • The taxi drop off zone will be situated in the open Gold member parking. Parking will be free of charge for the month of July for day visitors.
  • A COVID-19 screening questionnaire and temperature check will be done on entry at every entrance.  
  • The wearing of a cloth or disposable mask at all times is non-negotiable.

Will you be charging for parking?

As of 1 October, there is a parking fee of R10.

Will I be able to get something to eat or drink?

  • Yes, of course you will.  Many of our facilities will open albeit with limited menu offerings and reduced operating hours.
  • A number of our onsite restaurants and take-away food outlets will also be open.

Are there any promotions on?

Gaming promotions started mid July. Please keep an eye on our website for more details. 

Is the hotel open?

The Grand Hotel and City Lodge will remain closed at the moment.

Will there be Xtra-play for my birthday? 

All birthday benefits will be honoured and will be available from the 20th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

Can I book a Sunsational Deal for 2?

Unfortunately, the Sunsational Deal is no longer on offer. Quarterdeck Restaurant will remain closed for the foreseeable future.

Is the kids care facility open?

Melela’s Kids Corner will remain closed.

Is The Ice Station open?

Yes.

Is the Magic Company open?

The Magic Company, including Ten Pin Bowling, is open.

X-Rider and Laser Tag will open from 23 September.

Is the cinema open?

CineCentre is now open.

Are there any shows coming up soon?

Unfortunately, there will not be any large events taking place in the near future.  Gatherings of more than 50 people are currently prohibited while under lockdown.

Which of your outlets are open?

The trading hours of our tenants are adjusted on a regular basis in terms of business requirements. Please contact the outlet directly to confirm their current trading hours.

Which other facilities are currently closed?

In addition, the following venues are closed until further notice.

  • Quarterdeck Restaurant
  • Alibama Sports Bar
  • Sun Lounge
  • Golden Anchor
  • Bravo Bar
  • Jackson Hall
  • Hanover Street
  • City Lodge
  • Sun Bet
  • Casa Bella
  • Nando's
  • vida e caffè
  • Melela’s Kids Corner
  • KFC

The Maslow Sandton

What facilities are open at the property and the offerings available?

The Hotel is now open and all its facilities.

Entry to the Maslow Sandton

All patrons are permitted access to the premises provided they complete the online screening questionnaire upon arrival either on their own personal device using the QR code or as part of the registration process.

Opening

The Maslow Sandton will be reopening with 140 luxury business rooms for the everyday traveller. The hotel’s Lacuna Bar, Africology Spa, Gym, Lacuna Bistro restaurant and In-room dining are all open for business and will be operating at 50% of their original capacity.

Limited

The Hotel’s lush gardens and pool will be accessible but social distancing and wearing of masks will remain a requirement at the Maslow Sandton. Kindly note the Hotel pool is not heated and open to in house guests only.

Updated list of High-risk countries and affected countries will be available daily

Will I need to complete a questionnaire before checking into the Hotel?

A guest must complete the online screening questionnaire upon check-in either on their personal device using the QR code or as part of the registration process. If it’s a family, the declaration on the form must be completed for each family member. The screening questionnaire will assess their answers and based on their input either stipulate that the guest presents no risk and may proceed with check-in or presents a risk and the Incident Management SOP (Sun International Specific) will need to be implemented.

Guests will have to complete the Hotel Check-In Screening Questionnaire

Do you have any flu like symptoms?
Have you travelled internationally within the past 14 days?
Have you been in close contact with a confirmed case of COVID-19 patient?
Which Country did you travel from?
Date of Entry into South Africa
Places Visited in South Africa

Will I be able to check-in without completing the online questionnaire?

Regrettably not, as this is a COVID-19 Government requirement.

Will my information on check-in be shared with local authorities?

As per the Tourism Minister, we are required to keep a record of guests from High Risk Countries. Information to be shared will be the name, surname, Passport Country, Passport Number and Date of entry into South Africa and next of kin in case of emergency.

What else will you ask me during the check-in process?

We will kindly ask you if you require any cleaning during your stay or turndown service. This is to ensure that we keep social distancing in your room and protocols in place.

Should a guest have indicated positively on any of the questions, this would require further interventions

Further questions by Guest Liaison / Case Manager
Isolation
Referral to medical practitioner
Refusal of accommodation

Guests if tested for COVID-19, will be asked to produce tests results not older than 72 hours, should they have been in contact with a known infected person or have returned from a high-risk country.

Failure to prove negative result, may result in non-accommodation, depending on the merits of the case

If a person (guest or staff) becomes ill or is thought to be ill, isolation facilities are available (Business center 2 for guests and clinic for staff) and the individual will be assisted with referral to medical practitioners.

The Sun International Group have developed decontamination and cleaning protocols, in the event of a positive case, which includes Public Areas, Rooms, Laundry and Waste.

Public gatherings are now permitted at 50% capacity of the original venue size.

How will guest service be operating?

Bistro serves Breakfast from 06h30 – 11h00, Lunch from 12h00 – 15h00, Dinner 18h00-22h00

Lacuna Bar, operates from 07h00- for non-alcoholic beverages (Alcohol from 10h30-00h00.)

In-room dining operates from 06h30 - 12h00

In the case that guests’ orders from the room service, a waitron will deliver the tray to the room. When the waitron hears the guest approaching the door, or see door handle moves, the waiter must step back ensuring there is no less than 2-meter distance between him/her and the guest.

Tray/trolley setups will be aligned to the meal type and service staff adhering to delivery and collection service procedures.

The waitron hands the docket to the guests to check if the order is correct whilst holding a tray, with allowable 2-meter distances in between.

Each waitron will be issued with a sanitizer for guests to sanitize their hands before taking a tray from the waitron, also waitron to sanitize when collecting trays

Catering will be done for in-house guests

What will the menu offering look like?

Physical Distancing applies in all areas – Lacuna Bar and Bistro

Breakfast:

Cold continental items will be served in individual pre-portioned receptacles in a semi-buffet presentation.

Items such as single-serve yoghurt and juices will be served in their original packaging.

Hot items will be available via a limited á la carte menu.

Lunch and Dinner:

Menu has been reduced

Sushi will be available on limited days.

No buffet for the high tea, table servings.

Conferences:

Buffets screens between chefs and guest

Chefs to dish up hot buffets for guests

What COVID-19 measures are in place?

Guest will have their temperature checked upon entry. Social distancing will always be observed. Self-sanitiser stations provided at key touch points like the entrance to the Maslow and the Reception Area, Guest Lift, at the Bar entrance, Bistro entrance, Wayfarer entrance.  70ml* hand sanitizer bottle is now also available as part of the amenities in each room.  Floor markers have been placed to observe the social distance of 1.5 m to assist guests. Bollards/ stanctions have been put in place to avoid queues at the reception areas.  Hotel pens and guest key cards will be sanitized after each use and the same applies to credit card machines. We strongly urge receptionists not to accept cash at the reception areas but rather card payments. Please refer to our Company Website to see a more detailed breakdown.

Do I need to wear a face mask at The Maslow?

Wearing of masks is a pre-requisite (NO MASK NO ENTRY)

All guest are required to wear a face masks at all times while upon entering the property, except for when in your own guest room.

Will my luggage be sanitized?

The employees will sanitize the luggage handles of each hotel guest at point of check-in.

Will my luggage be taken up to my room?

An employee will direct you to the nearest lift. We will encourage that you take your own luggage up to your room. If not able to we will take the luggage up and place it outside your room door.

Will I receive Turndown Service?

The Maslow Sandton is a 4 Star luxury Hotel, we only offer turndown service on request.

Will my room be serviced during my stay?

We will kindly ask you upon check if you require any cleaning during your stay or turndown service. This is to ensure that we keep social distancing in your room and protocols in place.

It is also important to note that we have a new IPTV which has replaced all the collateral in the rooms. The TV will show all hotel information such as services available, weather forecast, wake up calls, service directory, menus and so forth.

Will my linen be changed during my stay?

Linen will be replaced every 2nd day or upon request.

Can I clean my own room?

Awaiting the updated and approved SOP- hsk does still need to access the room to replenish amenities and replace towels.

How would I know if my room has been sanitized?

We at Sun International will be hanging door hangers on the outside handle indicating that the room has been sanitised in accordance to our cleaning protocols and partner Ecolab.

What cleaning Chemicals or cleaning program would Maslow be using?

Our partner – Ecolab have a program called Program Phonexic. This specifically applies to Ecolab Disinfection program. Have specific chemicals to clean our rooms and to disinfectant public areas.

What is the name of the chemical’s used to combat COVID-19?

With our partner, Ecolab we are using two main Peroxide Multi Surface Cleaner & Disinfectant and an Oasis 146- Quat Sanitizer Non-Rinse.  

Both have been developed for: quickly disinfects in 3-5 minutes, (kills 99.999% germs) and kills Norovirus in as fast as 45 seconds. The Oasis 146 used for disinfectants for use Against SARS-CoV-2 and can be used during the COVID-19 pandemic when used in daily cleaning program.

Will the Laundry service be operating?

Our guest laundry will be operating as per normal T&C. Regular service and express service. The laundry service is being done outside and not on the premises.

Will the Hotel Shuttle be operating as per normal?

The Hotel shuttle will be running every 60 minutes and not every 30 minutes. We will be running each shuttle at 50% capacity in line with COVID-19 protocols. Each guest will be required to sanitize his/her hand before boarding the shuttle and required to wear a facemask. No guest will be allowed to enter the shuttle unless hands have been sanitized and wearing a face masks. This is non-negotiable.

What do you mean by 50% capacity?

For example:
A 12 seater can only transport 6 people and includes the driver thus 5 guests.
An 8 seater can only transport 4 people and includes the driver thus 3 guests.

Guests should sit with a seat apart and be at a window to ensure social distancing.

Will the guest lift be operating as per normal and do you have any changes?

Guest lift capacity as per COVID-19 Protocol is 30%. For Example: Guest lift has a capacity of 18 people have 30% of capacity thus no more than 6 people at a time in a guest lift. Our Guest lifts are marked to take 3 guest per time.

A guest should only travel with their party that they arrived with, and no additional guests.

Is the Hotel ATM open and operational?

Yes, ATM is located at the lobby by Concierge desk.

Are the shopping malls open?

Yes, they are open and lockdown regulations are still in play for certain businesses.

Can I do a city tour or do tourist things?

Yes, you can as we have tour operator who can facilitate this for you and are operating during this time. Concierge desk will assist with any requests.

Meropa

Casino Operating Times:

Slots: 08h00 – 23h30
Tables: 12h00 – 23h30

Will all slot machines be available?

Only 50% of the casino floor will be operational

Who can enter the Casino?

Only MVG Members may enter the Casino.

Will there be Xtra-play for my birthday?

All birthday benefits will be honoured and will be available from the 20th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

How do I become a MVG member?

You can register online, it's quick and free to join

The following Facilities will be open:

  • Limited Slot machines in all gaming floor areas,
  • Limited Tables games (American Roulette and Black Jack),
  • Ngoma bar – services the gaming floor, including limited food menu,
  • The Meropa Hotel,
  • Harvest Grill & Wine,
  • Banqueting,
  • The Candy Shop,
  • Bubbles Carwash,
  • Babylon speedway Go-carts and Putt Putt,
  • House of Asante Spa,
  • Magic Company,
  • Babylon Travellers.

The following Facilities will be temporarily closed:

  • Jembe (Our entertainment bar),
  • Cultural Village,
  • WildThingz (Reptile Park) including WildThingz Café,
  • Crèche.

Naledi

Will Naledi re-open again after lock down?

Sadly Naledi casino will not be reopening for business after lockdown.

Which facilities are available at Naledi?

All facilities at Naledi have been permanently closed and will not be reopening after lockdown.

Where is the closest Sun International casino located to Naledi?

Windmill - Musgrave, Bloemfontein.

Royal Swazi Spa Resort

Complex closed.

Sibaya

Are you open?

Yes, we are open daily from 08h00 to 23h30.

For your safety, and that of our staff, the following entry requirements have been implemented. Individuals that do not comply will be prohibited. Points of entry have been limited to control access.

  • Only MVG cardholders will be allowed onto casino floors.
  • Wear a cloth or disposable mask at all times.
  • You must accept Sun International’s COVID-19 Entry to Premises Terms and Conditions.
  • Sanitize your hands at entrances and check-in counters.
  • Undergo a temperature check and complete a medical screening questionnaire.
  • Keep a distance of 1.5 meters from others at all times.

Which of your Restaurants and bars are open?

  • Jewel of India open daily from 12h00 to 22h00
  • Fego Caffé open daily from 08h00 to 22h00
  • Butcher Block open Tuesday to Sunday from 11h30 to 23h30
  • Royal Court Grill is open for breakfast to Royal Sibaya Hotel guests only
  • Casino Smoking & Non-Smoking Bars open daily from 09h00 to 23h30
  • Sun Lounge Bar open daily from 09h00 to 23h30
  • Prive Bar opens daily from 09h00 to 23h30
  • Buffalo Bar/Fego Express opens daily from 09h00 to 23h00

Will the Food Court be open?

  • Nandos will open daily from 11h00 to 22h30
  • Milky Lane will open daily from 11h00 to 22h00

Are the hotels open?

Yes, both Royal Sibaya Hotel and Sibaya Hotel are now open

Is the candy shop open?

Yes, Sweet Treat open daily from 08h00 to 23h30

Is Mangwanani open?

Yes, Mangwanani is open Wednesday to Sunday from 08h00 to 17h00
Clients can call either 031 580 5230 or 087 809 0055 to book

Which facilities will remain closed?

  • Rockwood Theatre
  • Tatso. The Buffet
  • Virginia Bar
  • IZulu Theatre
  • All Kids facilities
  • Box Office
  • All Conferencing & Eventing Facilities

Sun City

When will Sun City reopen?

Sun City's hotels, casino, activities and outlets will reopen in a phased approach, from 2 September 2020.

Who is advising you about the virus?

We take advice from the Department of Health, the National Institute for Communicable Diseases (NICD) and the World Health Organisation (WHO). Sun International has been awarded the World Travel and Tourism Council’s (WTTC) safe stamp of approval, verifying that the COVID-19 health and safety protocols we have in place meet, and even exceed international benchmarks.

Have you engaged with third parties?

We are in regular communication with all of our concessionaires, suppliers, service providers and event organisers with respect to their own action plans and state of preparedness.

Do your staff have sufficient knowledge about the virus?

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.

What preventative measures has Sun City introduced?

At Sun International 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 practices in all areas:

  • All visitors, outsourced workers, suppliers and employees who wish to enter the Resort has to accept the COVID-19 Entry to Premises Terms and Conditions, undergo a temperature check and complete a medical screening questionnaire,
  • Making hand sanitisers available at all entrances to hotels, the casino, conference areas, as well as on public transport at Sun City. These 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, elevator buttons and card machines, as examples. We have also increased cleaning on Sun City’s public busses and shuttles,
  • Constantly reviewing and stepping up hygiene and safety in all food preparation and handling areas,
  • Wearing gloves can create further hygiene issues as they can create a false sense of security. People touch their faces without realising that the gloves can become contaminated when they touch infected surfaces. For this reason, our chefs and kitchen staff do not wear gloves. Gloves are recommended for housekeeping staff on occasions such as when handling linen and using cleaning chemicals, but they do not wear them at other times.
  • Housekeeping:
    • Proper sanitising protocols observed,
    • Limited housekeeping service with no turndown. Rooms turned during cleaning,
    • Rooms fogged upon guests departure,
    • Each room supplied with additional laundry bags.
  • Our front of house messaging reminds all guests of the importance of personal hygiene, hand sanitising, wearing masks and maintaining physical distancing.
  • Alcohol will be served on the casino floor and in Sun International-owned restaurants, subject to strict adherence to regulations. 
  • Quench and Pantry at Sun City Vacation Club: These outlets are considered to be off consumption premises, and therefore, will only sell liquor from Monday to Friday between 09h00 and 17h00.
  • Concessionaires will continue to operate on our premises in accordance with their own policies, but at all times adhering to the regulations issued by Government regarding the sale and consumption of alcohol.
  • The number of persons allowed in the casino is restricted to not more than 50% of the available floor space.
  • Physical distancing principles will be practiced and maintained in the casino, restaurants and public areas by:
    • Removing every 2nd seat from our slot machines and allowing a maximum of four players per table,
    • Increasing the distance between tables at our restaurants,
    • Every second hand basin and urinal in bathrooms,
    • Not occupying every second seat on benches, busses and shuttles.
  • Capacity for Hotel and Sun Vacation Club pools will be limited to a maximum of 50 persons including staff, per pool area.

If I should suddenly display symptoms while at your property, who will assist me?

All Sun International properties have access to fully trained paramedics and access to appropriate medical assistance which will be facilitated by our Hotels and Casino management.

Who is allowed to enter the resort?

Due to limitations on capacity, access to Sun City Resort will only be granted to Hotel and Sun Vacation Club residents, Sun MVG members and guests with confirmed golf bookings.

Three lanes will be open at the front entrance:

  • Lane 5: Silver MVGs,
  • Lane 6: Hotel and Sun Vacation Club residents, as well as guests with confirmed golf bookings,
  • Lane 7: Gold, Platinum and Diamond MVGs.

The Casino will only be accessible to Sun MVG members.

Is the top gate from Sun Vacation Club to the Pilanesberg open?

The gate to the Pilanesberg remains closed until further notice.

What is operational at the resort?

Open:

The Palace

  • The Palace hotel
  • Crystal Court
    • Breakfast: 06h30 - 11h00
  • Tusk Bar
    • Lunch: limited operating hours
  • The Grill Room
    • Dinner: 18h30 - 22h00
  • Room Service: 24 hours
    • No alcohol will be served after 00h00
  • Pool
    • The Palace hotel residents only
    • Menu and bar available
    • 10h00 - 17h00
  • The Palace Collection
    • Friday - Sunday
  • The Royal Salon
    • 10h00 - 19h00
    • Use of locker rooms, steam rooms and the pool is not allowed
    • Limited treatments available
  • Browns - The Diamond Store

Soho

  • Soho hotel
    • Reception hours: 24 hours
    • Room Service: 24 hours
      • No alcohol will be served after 00h00
  • Casino
    • Slots: Mon - Fri: 10h00 - 00h00
    • Slots: Sat, Sun and Public Holidays: 08h00 - 00h00
    • Tables: Mon - Fri: 16h00 - 00h00
    • Tables: Sat, Sun and Public Holidays: 11h00 - 00h00
  • Sun Terrace
    • Open Daily: 06h30 - 11h00
  • Legends
    • Open Daily: 17h30 - 23h00
  • The Raj
    • Sunday - Thursday: 12h00 - 22h00
      Friday & Saturday: 12h00 - 23h00
  • Lily Asian Kitchen
    • Open Daily: 11h00 - 23h00
  • Hard Rock Café 
    • Sunday - Thursday: 10h00 - 22h00
      Friday & Saturday: 10h00 - 00h00
  • Vibes
    • Open Daily: 17h00 - 23h00
  • The Revue Bar
    • Thursday - Sunday: 16h00 - 00h00
  • Lily Tobacconist
    • Open until 22h00
  • J&M Biltong
    • Sunday - Thursday: 09h00 - 21h00
      Friday & Saturday: 09h00 - 22h00
  • The Sweets Shop
    • Open until 22h00
  • Cherry Lounge
    • Daily: 11h00 - 23h00
  • Prive
    • Daily: 12h00 - 23h30
  • Harlequins
    • Daily: 08h00 - 23h00
  • Sundowner
    • Daily: 09h00 - 23h30
  • Casino Bar
    • Friday: 16h00 - 23h00
    • Saturday & Sunday: 15h00 - 23h30
  • Pool
  • Pool Bar
    • Daily: 09h00 - 18h00
  • Kamp Kwena Creche
    • Open Daily: 14h00 - 22h00
    • Ages: 1 - 12 years

Cabanas

  • Cabanas hotel
    • Open
  • Palm Terrace
    • Breakfast: 06h00 - 11h30
  • Pool
    • Friday & Saturday
    • 09h00 - 20h00
    • Sunday
    • 09h00 - 18h00

Sun Vacation Club

  • Units
  • Spur: 
    • Sunday - Thursday: 08h00 - 20h00
    • Friday & Saturday: 08h00 - 21h00
  • Ocean Basket:
    • Monday to Friday: 12h00 - 15h00 and 17h00 - 20h00
      • Sushi only available from 17h00
    • Saturday and Sunday: 11h00 - 21h00
  • Pantry
    • Open Daily: 07h00 - 22h00
  • Quench
    • Monday to Thursday: 12h00 - 19h00
    • Friday & Saturday: 12h00 - 20h00
  • Pools
    • Residents only
  • Jump Park
    • Open Daily: 09h00 - 18h00

Welcome Centre

  • Open Daily from 08h00 - 17h00
  • Information Hub
  • Mankwe GAMETRACKERS
  • Hertz
  • Telkom Kiosk
  • Bidvest Bureau de Change
  • Zip 2000
  • Segway
  • BreakOut Games

Golf

  • The Lost City Golf Course
  • The Pro Shop
  • Crocodile Lounge
  • Gary Player Club House
    • Open Daily: 07h00 - 18h00
  • Gary Player Pro Shop
  • Gary Player Country Club Golf Course

Gary Player Health Spa and Gym

  • Open Daily from 10h00 - 19h00

Activities & retail

  • Valley of Waves
  • Activity Hub
    Bookings to be made at the Welcome Centre
  • Sun Central
  • The Maze of the Lost City
    • Limited operating hours 
  • Valley of Waves
  • Royal Baths
  • Vortex VR Lounge
  • Zip Slide
    • Limited operating hours 
  • WaterWorld
  • Mini Quad Biking
  • Mini Golf
  • Stimela Train
  • Sun Movies
  • Bridge of Time
  • The Shebeen
  • Adrenaline Extreme
  • Kamp Kwena Cabanas Fort
  • Segaetsho Cultural Village

Closed:

The Palace

  • Plume Restaurant

Soho

  • Encore

Hotels, activities & retail

  • Bike Park
  • Bush Bungalows
  • Bumper Boats
  • Cascades
  • Cascades Gardens
  • Crocodile Village
  • Babysitting Services
  • Skytrain
  • Finders Keepers
  • Forest of Lights
  • Sun Star

Sun Vacation Club

When will Sun City reopen?

Sun City's hotels and casino will reopen on 2 September 2020.

When will Sun Vacation Club reopen?

Sun Vacation Club will reopen on 3 September 2020.

Who is allowed to enter the resort?

Due to limitations on capacity, access to Sun City Resort will only be granted to Hotel and Sun Vacation Club residents, Sun MVG members and guests with confirmed golf bookings.

Three lanes will be open at the front entrance:

  • Lane 5: Silver MVGs,
  • Lane 6: Hotel and Sun Vacation Club residents, as well as guests with confirmed golf bookings,
  • Lane 7: Gold, Platinum and Diamond MVGs.

The Casino will only be accessible to Sun MVG members.

What is the check-in process?

Only 1 person per unit may check-in at the SVC reception upon arrival at the resort.

Can I check-in early or check-out late?

Check-in at Sun Vacation Club is from 14h00 and check-out is strictly before 10h00. Please note that no early check-in or check-out will be permitted. Failure to comply with the check-out time will result in a penalty fee of R2000 being applied

Will the pools be open?

The pools at Sun Vacation Club will be open and capacity for the pools will be limited to a maximum of 50 persons including staff, per pool area. Designated pool lounges within the pool areas may not be removed or reallocated.

Is the top gate from Sun Vacation Club to the Pilanesberg open?

The gate to the Pilanesberg remains closed until further notice.

The Table Bay

Is The Table Bay open?

The Table Bay hotel, restaurants and facilities will open on 30 October 2020.

Is it safe?

For your safety, and that of our staff, the following protocols have been put in place:

  • Entry requirements to the hotel have been implemented.
  • You must accept Sun International’s COVID-19 ‘Entry to Premises Terms and Conditions’
  • Sanitise your hands, on arrival at the property.
  • Undergo a temperature check and complete a medical screening questionnaire. Anyone with a temperature, flu-like symptoms, or has indicated a high risk of exposure to the virus, will be isolated for a secondary assessment.
  • The wearing of a cloth or disposable mask will be mandatory in public areas.
  • Reception, Concierge and Guest Services desks will be sanitised after each guest interaction.
  • You are required to keep a physical distance of 1.5 metres from people you are not travelling with.
  • Lift capacity will be capped to maintain physical distancing.
  • Furniture in public areas has been moved to ensure physical distancing.
  • Employees are required to sanitise their hands after each interaction with guests.
  • 70% alcohol-based hand sanitiser will be available throughout the hotel for guests to use.
  • High contact areas both front and back of house will be sanitised frequently.
  • The following protocols will be implemented in our restaurants:
    • Restaurant seating reconfigured to allow for appropriate physical distancing, with maximum capacities in line with current legislation.
    • Tables and surrounds wiped and sanitised prior to welcoming and seating the next guests.
    • Condiments, sugars, sauces and meal accompaniments brought to the table in single-use, single-serve packaging. Cutlery will be provided in a closed paper sleeve, including the napkin.
    • Waiters and staff will keep a physical distance of 1.5 meters in the restaurants.
    • Food and beverage items placed on the table instead of handed directly to guests.
  • All employees will undergo training to ensure that they protect themselves and adhere to COVID-19 guidelines.
  • Employees are required to sanitise their hands, undergo a temperature check and complete a medical screening questionnaire on arrival for their shift.
  • We have communicated with our service providers as to their action plans and state of preparedness.
  • While we are doing everything within our power to mitigate the spread of the virus, it is also every individual’s own responsibility to ensure that you protect yourself from contracting the virus by adhering to the guidelines.

Can I come into the hotel if I am not a hotel guest?

Yes, non-residents of the hotel will be allowed access to all public areas.

Will you be charging for parking?

Hotel guests are provided complimentary parking. Non-residents will be required to present your restaurant bill at the Reception desk to validate your parking ticket.

Which restaurants will be open?
The Lounge and Oscar Terrace will be open from 06h30 to 22h00 daily serving hot and cold beverages. Our culinary team has prepared à la carte menus for resident and non-resident guests.

Breakfast: 06h30 to 11h00
Lunch: 12h00 to 15h00
High Tea: 14h00 - 14h30 and 16h00 to 17h30
Dinner: 18h00 to 22h00

Guests are welcome to enjoy In-Room-Dining menu in their rooms on a 24 hour basis.

Will your health spa be open?

Camelot Spa will be open from 08h00 to 21h00 daily. The steam room will be closed.

Will your gym be open?

The gym will not be open in line with current legislation, however our Concierge will be available to provide you with a running map of the V&A Waterfront.

Will your pool be open?

The pool will be open to our in-house guests only. The jacuzzi will be closed.

Will your banqueting and conference facility be open?

Yes, our banqueting and conference facilities will be open to accommodate your special occasion. We have revisited the capacities for our venues to accommodate current legislation.  Please view our conferencing page for details. Gatherings of more than 50 people are currently prohibited.

Time Square

Will there be a waiting queue if the 50% capacity?

The properties will manage the access onto the gaming floors.

Will elderly MVG cardholders be allowed in the casino floor?

Yes, all MVG members are welcome.

Will people with underlying conditions (cancer, diabetes, hypertension, etc.) be allowed to enter?

This is at their own risk. We will be recording a health check to validate potential COVID-19 exposure.

Why do I have to complete a health check form every time I visit a Sun International property?

-     There are stringent health protocols in place to safeguard your wellbeing and that of others.

-      All visitors and employees will be required to complete a health check form before being permitted onto the property.

No customer will have any MVG casino or leisure points EXPIRE 120 days from now.

Casino and Leisure points will only expire again at the end of October 2020.

Will customer will lose their current Customer/Card status?

The card status the customer holds now will remain as is until October 2020, unless UPGRADED.

No regrades to occur between now and end of October 2020.

Are customer Tier Credits are still moving?

As tier credits are calculated outside of Bally, these are still moving as they are directly linked to play transactions.

What do I do if I have misplaced my card?

We can share your account number with you to complete the health check form.

-        You must then go to the MVG desk to collect a new card.

What happens if I had a birthday during lockdown?

Your birthday benefit will be available to you from 15 July at your favourite Sun International casino.

What happens if I have a birthday in July?

July birthday benefits will be sent to customers on 1 July for redemption at their favourite Sun International casino.

What if I was a Carousel player?

Your MVG casino and leisure points are available for use at any Sun International casino.

Any cash balances on the card can be resolved at Time Square Casino.

What if I have an unused Trip Around the Sun accommodation offer?

All these offers have been extended to the end of October 2020.

What happened to my Xtra Play offers I was sent in March?

Due to the lockdown these offers have subsequently expired.

We are open and will be awarding members with new offers and rewards to use in our casino.

What happened to my Xtra Play rewards for April/May/June?

No rewards were offered to our loyalty members due to our casinos being closed.

We are open now, look out for new offers and rewards.

Will there be Xtra-play for my birthday?

All birthday benefits will be honoured and will be available from the 20th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

Wild Coast Sun

Can I play golf at the Wild Coast Sun Country Club?

The Wild Coast Sun Country Club is operational, bookings are essential.

Is the Hotel open?

Our hotel is open for all guests, view our special offers and book your escape now.

Is the Water Park open?

The Wild Waves Water Park is now open to hotel residents and a limited number of day visitors. We will open from Wednesday to Sunday.

Who can enter the Casino?

Only MVG Members may enter the Casino.

How do I become a MVG member?

You can register online, it’s quick and free to join, find out more.

What about my MVG Free stay accommodation vouchers from March?

If you have not drawn your voucher, they will be available on the ticket kiosks when we re-open with new dates. If you have already drawn your voucher and have the printed voucher we will extend it.

Will I get my MVG Free stay accommodation vouchers?

Yes, these will be loaded and you will be notified via SMS once available.

Will there be Mystery Jackpots at the Wild Coast Sun?

Yes, as soon as we are open Mystery Jackpot promotions will resume.

Will there be Xtra Play for my birthday?

All birthday benefits will be honoured and will be available from the 20th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

Which restaurants will be open at the Wild Coast Sun?

View our restaurants page to see which of our outlets are open.

Will the nightclub at the Wild Coast Sun be open?

The nightclub will remain closed.

Will the cinema at the Wild Coast Sun be open?

The cinema will remain closed.

Will the creche at the Wild Coast Sun be open?

The creche will remain closed.

Windmill

Is the smoking area open?

Yes, limited to 50% capacity of slot machines, excluding tables

Will all slot machines be available?

Only 50% of the casino floor will be operational

Will the Prive be open?

Exclusively for VIP Hosted guests

Will tables will be open?

Yes, Main Floor Tables will be open from 14h00 – 23h00

Can I sign up and enter the casino?

Yes, sign up online and collect your new MVG card at the property

What do I need to bring along to sign up

Original ID book or card

Is the lodge open?

No

Are there new trading hours?

Slots Opening: 10h00 – 23h00
Tables Opening: 14h00 – 23h00
Cashier: 10h00 – 23h00
Can Can Bar: 10h00 - 22h30 (last round at 22h00)

Will I be allowed in after 21:01?

Unfortunately not.

Will I be allowed to play with a Day Card?

Yes, only if you are an Existing MVG Member

Will there be Xtra-play for my birthday?

All birthday benefits will be honoured and will be available from the 20th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

Will Rosie's Brasserie be open?

No

Will Diamond Lil's be open?

No

Will Conferencing be available?

No

Will airport shuttles be available?

No

Will the Crèche be available?

No

Where do I park?

MVG Parking and Overflow Parking for MVG Members Only. Prive Parking will be closed.

Will I be able to order food?

Limited offering

Where can I enter the Casino?

Main Entrance, Prive entrance will be closed