Silverstar Hotel

We stayed in room 205, which had a stunning view over the pond. The rooms are spacious and beautifully done, and the casino and restaurants are easy to get to. The aircon was really noisy, though, and made a thumping sound against the ceiling every hour.

We won't stay at Silverstar Hotel again. We will choose Gold Reef City Theme Park Hotel or Montecasino, where the staff have been consistently professional, attentive and welcoming. This stay fell well below what we expected of a Tsogo Sun property. It was our anniversary, and on the morning we returned from being out, I asked for the Front Office Manager, Anikie. A staff member called someone over, and we assumed she was helping contact the General Manager, Mr. Sean Marx. When I asked her name, she said she was Anikie, even though I'd requested to speak to her directly earlier. I felt misled and disrespected, and asked that Mr. Marx meet us in our room. We were told he'd already left before 15:00. Anikie later came to our room, apologized and listened as we described what had happened since check-in on Thursday, 28 August. She offered to reimburse us, which we hadn't asked for and initially declined, but she insisted and processed the refund herself because she was concerned front office staff might not do it correctly at checkout. The problems began in the foyer. When we arrived, staff didn't acknowledge us and made us feel like an inconvenience. We came early and asked to store our luggage, then returned two and a half hours later to the same lack of engagement. We weren't expecting early check-in, but saw other guests treated differently. Staff chatted across desks while guests sat nearby, which felt unprofessional. Once we checked in, we found the toilet seat was loose. That evening, I asked for coffee, sugar and milk. I had to go to reception myself to follow up. I asked for the duty manager and was told nobody was available. After an hour, I went back and learned there was no duty manager on site in the evenings, which surprised me for a Tsogo Sun establishment. Housekeeping eventually brought the items. I repeated my dissatisfaction and asked the General Manager or Front Office Manager to contact me the next morning. Someone called our room; my wife answered and asked them to speak with me, but was told I should make myself available at reception. Service still didn't improve after that. Staff kept looking at screens and ignoring guests in the foyer. It's a shame a property with so much potential gives such little attention to customer service.

I enjoyed the breakfast, and the room was comfortable and spacious. I also loved having a full view of the square. It was a good experience 😊

Silverstar Hotel made our wedding stay unforgettable. The beautiful venue and the team's warmth and professionalism made us feel special from the moment we arrived. We couldn't have asked for better service and are truly grateful. Khanyi and her team handled steaming my wedding gown with remarkable care and precision, so it looked flawless on the big day. Lebo in guest services was attentive, kind and always ready to help with a genuine smile. At reception, Sino welcomed us warmly and made check-in and the rest of our stay smooth and stress-free. Her professionalism, efficiency and care made us feel at ease.