Top

Frequently Asked Questions

Our current health and safety protocols 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.

MVG

What will happen to my MVG points that were due to expire during the time of lock down?

All MVG casino and leisure points will be valid until 30 June 2021 and are available for you to enjoy at any Sun International casino and hotel.

How will the lock down affect my card status?

Your current MVG status will be honoured. Evaluations will reoccur from 30 June 2021.

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.

Is the Boardwalk hotel open?

Yes, the Boardwalk hotel is open.

What times will the Boardwalk Casino open?

The Boardwalk casino will be open daily from 08h00 to 23h00, with tables operational daily from 13h00 to 23h00.

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 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 07h00 to 23h00.

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 the various parking areas.
  • 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 and the Kidzone Crèche are both operational.

Will we be given masks on arrival?

Unfortunately not, please come with your own masks.

Will my card expire/will my points expire?

Points will only expire end June 2021. No customer will be downgraded until end June 2021 as well.

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?

Please view our events page on the Carnival City website for updates.

Where / how can I update my MVG details?

All changes made at the COVID registration terminals will be updated to your customer profile.

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

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

For more information on restaurants and outlets operating times please visit our website

Flamingo

Flamingo Casino operating hours

Daily: 09h00 – 21h45
Slots: 09h00 - 21h45
Tables: 14h00 – 21h30
Cashdesk: 09h00 - 21h00

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: 12h00 - 21h00

Will F&M Sweets be open?

Yes.

Will we be able to book a venue for conferencing?

Our conference facilities are open for small groups.

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 current operating hours?

Open daily from 08h00 to 20h00.
Tables from 15h00 to 20h00.

What can I expect when I visit Golden Valley 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.

Are all facilities at Golden Valley open?

Not all our facilities are currently open at this stage. We will reevaluate this over time.

Which facilities will be operating during Level 3?

  • Limited slots
  • Tables
  • Kopen Convenience Store
  • Body Devine Spar
  • Winners Sports Bar
  • Sunbet sports betting facility

Which facilities will remain closed?

  • Crèche
  • Kuipers Restaurant
  • Food Factory

What can one expect during Level 3?

  • 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. Promotional draws, entertainment, and events have been postponed, and no gatherings will be allowed.
  • The sale of alcohol, as well as consumption thereof on the property is strictly prohibited.
  • Lodge breakfast time is between 07H00 -11H00 with limited seating. Kindly visit the Lodge Reception for any bookings.

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 22h00 daily.

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?

Yes, some of our gaming promotions has been cancelled. Please keep an eye on our website for more details.

Is the hotel open?

Yes.

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?

Yes.

Is The Ice Station open?

Yes.

Is the Magic Company open?

Yes.

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
  • Casa Bella
  • Bravo Bar
  • Jackson Hall
  • Hanover Street
  • Nando's

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 - 23h00
Tables: 11h00 – 22h45

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.

How do I become a MVG member?

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

What will happen to my MVG points that were due to expire during the time of lock down?

All MVG casino and leisure points will be valid until 30 June 2021 and are available for you to enjoy at any Sun International casino and hotel.

How will the lock down affect my card status?

Your current MVG status will be honoured. Evaluations will reoccur from 30 June 2021.

Food and Beverage operating times:

  • The Kasbah for breakfast: 07h00 to 11h00,
  • Harvest Grill and Wine: 12h00 to 22h00,
  • Fast foods served on the gaming floor: 10h00 to 22h00,
  • Drum bar: 08h00 to 22h00,
  • Smoking bar will close at 22h30 for beverage services on the gaming floor.

The following Facilities will be open:

  • Slot machines in all gaming floor areas,
  • Limited Tables games (American Roulette and Blackjack),
  • 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,
  • House of Asante Spa,
  • Babylon Travelers.

Alcoholic drinks will be sold from 10h00 until close daily.

The following Facilities will be temporarily closed:

  • Jembe (Our entertainment bar),
  • Cultural Village,
  • Putt Putt,
  • 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, Sibaya Casino is open Monday to Sunday 08h00 to 22h00.

More information on restaurants and outlets operating times

What will happen to my MVG points that were due to expire during the time of lock down?

All MVG casino and leisure points will be valid until 30 June 2021 and are available for you to enjoy at any Sun International Casino and hotel.

How will the lock down affect my card status?

Your current MVG status will be honoured. Evaluations will not occur during this time.

Sun City

The Palace Hotel

  • Crystal Court: Breakfast, 06h30 – 11h00
    Buffet service only
    Dinner, on selected evenings
    16h30 – 19h30 Buffet service only on Fridays and Saturdays
  • Tusk Bar: 08h00 – 19h30
  • The Grill Room: Dinner, 16h30 – 19h30
  • Room service available: 24 Hours
  • Pool
    Allow access to Palace residents (limited capacity of 100 people)
    Menu and bar available
    Pool bar: 10h00 – 18h00
  • The Palace Collection
  • The Royal Salon
    10h00 – 19h00
    Use of locker rooms, steam rooms and the pool is not allowed
    Limited treatments available
  • Browns: 11h00 – 19h00
  • Royal Baths
  • Observe all Covid-19 protocols
  • Closed:
    Plume Restaurant
    Lorenzi
    Banqueting

Cascades Hotel

  • Peninsula: Breakfast, 07h00 – 11h00
  • Room service available: 24 Hours
  • Maltos Beach:
    Beverage: 09h00 – 20h00 (7 days a week)
    No alcohol served
    Meals: 09h00 – 20h00
  • Maltos Restaurant:
    Mon – Sun: 09h00 – 20h00
  • Luma Bar, Lounge & Deck:
    Order from room service: 07h00 – 19h00
  • Browns: 11h00 – 19h00
    Closed: Tuesday & Wednesday

Cabanas Hotel

  • Palm Terrace: Breakfast, 06h30 – 11h00
    Semi-buffet / a la carte
  • Pool (limited capacity of 100 people)
    Fri & Sat: 09h00 – 20h00
    Sun - Thurs: 09h00 – 18h00

Soho Hotel

  • Slots: Daily: 07h00 – 19h30
    Tables: Daily: 12h00 – 19h45
  • Sun Terrace: Breakfast, 06h30 – 11h00 (limited capacity of 100 people)
    Buffet service only
  • Legends: 17h00 – 21h00
  • The Raj: 11h00 – 20h00
  • Lily Asian Kitchen: 11h00 – 20h00
  • Hard Rock Café
    Mon – Wed: 16h00 – 20h00
    Thu – Sun: 11h00 – 20h00
  • Vibes: Friday and Saturday – 14h00 – 21h30
  • Sun Café: 08h00 – 21h45
  • Lily Tobacconist: 09h00 – 20h00
  • J & M Biltong: 09h00 – 20h00
  • The Candy Shop: 09h00 – 20h00
  • Cherry Bar: 11h00 – 21h30
  • Sundowner: 09h00 – 21h30
  • Harlequins: 08h00 – 21h30
  • Casino bar: Closed
  • Prive: 11h00 – 21h45
  • Revue Bar: 14h00 – 21h45
  • Room service: 24 Hours
    No alcohol served
  • Pool
    Allow access to Soho residents
    Pool bar: 10h00 – 18h00 (Food orders until 17h00
  • Kamp Kwena Creche
    14h00 – 19h30
    Ages 1 – 12 years
    Rates:
    1 – 2 years = R55 per child per hour
    3 – 12 years = R50 per child per hour
    Babysitting services are operational; from 07h00 - 19h30
  • Observe all Covid-19 protocols

Sun Vacation Club

  • Spur
    Daily: 08h00 – 20h00
  • Ocean Basket:
    Sun – Thu: 12h00 – 15h00 & 17h00 – 19h00
    Weekdays: Sushi only available from 17h00
    Sat – Sun: 11h00 to 19h00
  • Pantry: 07h00 – 20h00
  • Quench: Closed
  • Both pool areas (limited capacity of 100 people)
    Allow access to SVC residents
  • Jump Park
    Access to all guests
    09h00 – 18h00
    R50.00 per person for 30 minutes
    R30.00 for non-slip socks (once off)
    Tickets available at reception
  • Observe all Covid-19 protocols

Casino

  • Slots: 07h00 – 20h00
  • Tables: 10h40 -20h00

All slot machines and table game playing positions have screens between them. Observe all Covid-19 protocols: Wearing mask, social distancing, sanitizing of hands and all gaming products.

Bush Bungalows

  • Breakfast served at Palm Terrace: 06h30 – 11h00
    Buffet service only
    Guests are welcome to use pool services at Cabanas hotel

Housekeeping

  • All rooms cleaned & sanitised in line with Covid-19 protocols
  • Limited housekeeping service with no turndown, rooms turned during cleaning
  • Rooms fogged upon guest’s departure
  • Rooms linen contained per room and marked before sending to Boston
  • Each room supplied additional laundry bags
  • Proper sanitising protocols observed

Activity Hub

  • Bookings to be made at Welcome Centre

Golf Operations

  • LCGC course & Croc Lounge: 08h00 – 17h00
  • Gary Player Golf Course & Club House: 08h00 – 17h00
  • The Pro Shop
  • Gary Player Pro Shop
  • Gatsby Health Spa & Gym: 10h00 – 19h00

Sun Central

  • Retail stores: 09h00 – 20h00
  • Restaurant & Fast Food: 10h00 – 20h00
  • Sun Central Rock Shop
    Mon - Sun: 09:00 – 20:00

The Maze of the Lost City

  • Closed on Mon & Fri
  • Open: Tue – Sun, 10h00 – 18h00

Valley of Waves

  • 09h00 – 18h00 (limited capacity of 2 500 people a day)
  • Day visitor tickets are available for midweek entry only, Monday to Friday. Ticket includes entry to Sun City, entry to the Valley of Waves and an R80 meal voucher.
  • Limited tickets available daily. No tickets will be sold at the resort.

 

Main Gate

Allow only Hotel/SVC residents, Sun MVG’s, golfers with confirmed bookings and Day Visitors with Valley of Waves tickets.

  • Silver MVGs – paying guests. Entry for member only. Member must have signed up to the MVG programme prior to lockdown
  • Platinum/Gold MVGs – member only
  • Diamonds – member plus 3 guests (4 guests per car)

Guest Transport

  • Shuttles: Seat open (+-1.5M) between each passenger to ensure social distancing.
  • 65-seater bus – 39 pax
  • 30 seated & 30 Standing bus – 20 Pax
  • 22-seater bus – 13 seats
  • The 8 Seaters – 5 Seats
  • Due to limited shuttles and limited seating space, guests are encouraged where possible to make use of foot paths across resort to get to various points
  • Guests are reminded to avoid peak periods and to rather leave 15 minutes early for activities to avoid transport queues and congestion
  • Guests to wear masks at all times in the shuttles and in public spaces
  • Sky train closed.

Magic Company

Arcade and Bowling

  • Mon – Fri, 12h00 – 19h30
  • Sat – Sun,10h00 – 19h30

#Sumtong and #Stationery

  • Mon – Fri, 10h00 – 19h00
    Sat – Sun, 09h00 to 19h30

Waterworld

  • Selected water activities
  • Mini Quad Biking
  • Mini Golf
    Sep – Apr: 09h30 – 17h30
    Closed for lunch daily: 13h00 – 14h00

Stimela Train

  • Sep to Apr: 09h30 – 17h30
  • Closed for lunch daily: 13h00 – 14h00

Shebeen

  • Monday -Thursday: 16h00 – 22h00
  • Friday: 15h00 – 22h00
  • Saturday: 12h00 – 22h00
  • Sunday: 12h00 – 21h00

Kamp Kwena Cabanas Fort

  • Ages: 3-12 years
  • Times:
    09h00 – 13h00 (Morning Session)
    14h00 – 17h00 (Afternoon Session)
  • Price: R100 per child per session
  • Daily Programme: Contact Kamp Kwena on ext. 4136 or ext. 598 to find out what activities will be planned for the children

Welcome Centre

  • Open 08h00 – 17h00:
  • Information Hub
  • Mankwe Gametrackers
  • Hertz
  • Telkom kiosk
  • Zip 2000
    Closed on Mon & Fri
    Open: Tue – Sun, 09h00, 11h00 13h00 & 15h00
    Bookings can be made at the Welcome Centre kiosk during operational times or via cellphone or their website
  • Segway

Nando's

  • Mon – Sun: 12h00 – 20h00

Hall of Fame

  • Mon – Sun: 11h00 – 18h00

Sun Movies

  • The first movie starts at 11h00 and the last movie will be at 17h00

Bridge of Time

Adrenaline Extreme

  • Bookings can be made at the Welcome Centre kiosk during operational times or via cellphone or their website
  • 09h00 – 16h00 on Friday, Saturday and Sunday

Closed

  • Encore
  • Croc Village
  • Sun Star
  • Casino Bar

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?

Yes.

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 following restaurants will offer food and beverage service to resident and non-resident guests at the following times:

  • The Atlantic: 08h00 to 11h00
  • The Lounge: 11h30 to 19h00
  • High Tea: 14h00 - 14h30 and 16h00 to 17h30 (Friday to Sunday)
  • Siba The Restaurant: Wednesday to Saturday from 18h00 - 22h00 and Sunday from 13h00 - 18h00
  • Union Bar: 11h00 to 20h00

Hotel residents are welcome to enjoy the in-room-dining menu in their rooms from 19h30 to 07h00.

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 my card expire/will my points expire?

Both Casino and Leisure Points will not expire until the end of June 2021. No customer’s current MVG card status will expire or be regraded until this time as well.

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. All changes made at the COVID registration terminals will be updated to your customer profile.

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.

Are customer Tier Credits are still moving?

Tier credits are re-evaluated after every play session. We have taken into consideration the total lockdown period.

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 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.

Wild Coast Sun

In response to our President’s call for all South Africans to work together to break the spike in COVID-19 infections, The Wild Coast Sun will introduce additional health and safety measures for visitors. Also in line with the new regulations, we close our facilities ahead of the 21h00 curfew.

In light of the Presidential announcement, alcohol will not be served in all Wild Coast outlets as it conflicts with the Lockdown level 3 regulations.

From Wednesday, 16 December and for the foreseeable future. Entry to the resort is now restricted to MVG members and hotel residents

Individuals wanting to access our golf course and restaurants, the Quad Bikes, Mangwanani Spa, Segway or Riverside will have to pre-book these activities in advance.

Access to our very popular Wild Waves waterpark will only be open to hotel residents.

Before entering the facilities, guests will go through a security checkpoint where they will be temperature screened and will be given a medical questionnaire to fill in.

Our Christmas Night Market 20-23 December will be open to Residents & MVG members only

The Wild Coast Sun, like all Sun International properties, has been awarded the World Travel and Tourism Council’s (WTTC) safe stamp of approval, verifying that the COVID-19 health and safety protocols in place meet - and even exceed - international benchmarks. Our protocols are all based on advice from the Department of Health, the National Institute for Communicable Diseases (NICD) and the World Health Organisation (WHO).

The past year has been difficult for all of us as we try to find a new normal and adapt to new ways of doing things. We ask that visitors be understanding of the strict new entry guidelines. We also ask that they wear their masks properly and that they practice social distancing, as the health and safety of our guests and of our staff is of the utmost importance to us.

By working together we can and will stop the spread of this virus.

Is the Casino open?

Yes, the casino is open.
Operating times: Slots 07h00 – 22h00 and Tables 09h00 – 22h00

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

Which restaurants will be open?

The following restaurants will offer food and beverage service to resident and non-resident guests at the following times:

  • Chico’s Breakfast: 07h00 – 11h00
  • Chico’s Dinner: 17h00 – 21h00
  • Spur: Mon–Sat 09h00 – 21h00 / Sun 09h00 – 20h00
  • Panarottis: Mon–Sat 12h00 – 21h00 / Sun 12h00 – 20h00
  • Food Court: 09h00 – 21h00

Will your health spa be open?

Mangwanani Spa will be open from 08h00 to 20h00 daily.

Will the Wild Waves Waterpark be open?

Yes, to day visitors and hotel residents.
Capacity: 800 people.

  • Monday & Tuesdays: Closed
  • Wednesday to Friday: 10h00 – 16h00
  • Friday to Sunday: 09h00 – 17h00

Will the Golf Course be open?

Yes – call +27 39 305 2799 to book.

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.

Which activities will be open?

  • Segway & Quad biking tours
  • Bicycle Tours
  • Horse riding
  • The Magic Company
  • Saturdays - High Tea: 13h00 – 15h00
  • Sunday Lunch at R99 per person: 13h00 – 15h00
  • Riverside Water sports, food & beverage (closed on Mondays)

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 be open?

Yes, Main Floor Tables will be open from 11h00 – 22h00

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. The Windmill Lodge is not open.

Are there new trading hours?

Slots: 08h00 - 22h45
Tables: 11h00 – 22h00
Cashiers: 08h00 - 22h15
Can Can Bar: 09h00 - 22h00 (last round at 21h45)

Will I be allowed to play with a Day Card?

No, only MVG cards are permitted.

Will Rosie's Brasserie be open?

No. In line with COVID-19 protocols these facilities remain closed until further notice.

Will Diamond Lil's be open?

No. In line with COVID-19 protocols these facilities remain closed until further notice.

Will Conferencing be available?

No. In line with COVID-19 protocols these facilities remain closed until further notice.

Will airport shuttles be available?

No. In line with COVID-19 protocols these facilities remain closed until further notice.

Will the Crèche be available?

No. In line with COVID-19 protocols these facilities remain closed until further notice.

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?

All access is through the Main Entrance, Prive entrance will be closed