Peppers

Ruined Holidays – We had booked a stay at Breakfree Peninsula for our family holiday, but the day before our arrival, a lady called and informed us that due to a fire or other issues, we needed to change our hotel. We were then offered an alternative ACCOR property at no additional charge. However, after hearing positive reviews about Peppers Soul, we decided to… Read more

pay an extra $600 to enjoy our stay there. The lady on the phone initially mentioned the extra cost would be $300 for the stay, but in the email, it was stated as $300 per night (which was also confirmed during our conversation with Peppers Soul). Despite the confusion, we agreed to pay the extra amount, as we were left finalizing our plans last minute, dealing with calls and emails. Upon arriving at Peppers Soul, we provided $600 worth of ACCOR gift cards to cover the remaining payment, along with a credit card for a $300 deposit. However, when we checked our bank statement, we noticed that $600 had been charged to our credit card instead of using the gift cards as intended. This led to more unnecessary calls and visits to the reception to resolve the issue. The manager informed us that there were no notes about the gift cards at check-in, which reflects a clear lack of organization and negligence on the part of the staff. As a result, we endured significant mental distress instead of enjoying our holiday. After spending over half the day trying to sort this out, the manager assured us that the $600 would be refunded within 30 days. My concern is, if you can charge the amount instantly, why is it not possible to process the refund immediately, especially when the error was on your end? Additionally, the service throughout the stay was subpar. The safe in our apartment was not working, and when we called the reception multiple times to request towels for the swimming pool, we were left waiting for over 45 minutes without any response. In the end, we had to go to the reception ourselves to collect the towels. This experience has been incredibly frustrating and disappointing. Even the lifts are too slow and had to wait more than 10 minutes or so every time we wanted to go up or down. Parking is too way confusing as it’s all way down to basement-3 and there are not clear Blue lines painted for the first timers. We should be refunded full amount of our booking as we were not able to enjoy our holidays at all since beginning due to negligence of Pepper Soul staff.

Excellent! – Booked at Peppers Soul Surfers Paradise through Agoda. Everything was perfect - the room, amenities, facilities and the staff. Location was amazing and views were spectacular. I lost my glasses in the carpark and although the receptionist couldnt find them in the lost property at the time, she kept searching and a day later had them delivered to our room after finding them. Definitely recommend this hotel to everyone.

Unprofessional staff / management – The following relates to Peppers resort Noosa: I cannot post a review regarding the accomodation itself however I can provide valuable feedback the staff and management should consider. A little courtesy goes a long way. I was told upon arrival at the resort that my booking was not found. The initial clerk said he couldn’t find the details. A… Read more

female manager stepped in and after a quick glance said that the booking was cancelled and there was nothing she could do. Quite rude considering we had made the trip from Perth to get such a short and sharp welcome. This was news to me and my fiancé and quite upsetting as we had no idea what was going on. We checked emails, texts etc. all we had was confirmations of our stay details. Nothing regarding a cancellation.

The manager told us the booking was cancelled due to the travel agent we used going into receivership. Hmmm that is interesting. So peppers is at least aware that guests they are supposed to be hosting are having their stay (booked through an intermediary Peppers agrees to accept business from) cancelled. The manager didn’t seem to care. They told me it was not their problem as the travel agent we used had gone out of business. My Fiancé had also called and confirmed the booking with peppers just a month ago and everything was in place without issue, or so they said.

Surely a courtesy call or confirmation or anything could have been provided. They know their business referrer has gone out of business and they know the booking has been cancelled yet they choose to wait until guests arrive from interstate to tell them this? Perhaps a well thought out plan as the only seemingly reasonable thing to do is offer a family room for 2 adults for $1k a night. We do not like conflict at all, and we knew we weren’t being treated well so we quietly left (perhaps we should have made more noise).

I’m not sure if their conduct is legal, at the least it was humiliating and harsh. Think for a moment if you travelled 7 hours (plane and car) at great expense to be told at the hotel they couldn’t honour a booking they had on their system and cancelled without our knowledge due to their referrer going bankrupt.

I could (maybe) forgive the incompetence of Peppers systems in place and situation with the agent but the unhelpful and dismissive approach by the manager was unprofessional.

They knew, they didn’t care.

On the flip side, and ironically with another Accor group hotel, Sofitel were much more accommodating and actually approached the situation with a solution mindset and some class.

Peppers.... pick up the phone and call your guests, it is the least you could do.

Book 3rd party - it's cheaper – Looking to book into Peppers in Launceston for upcoming reunion. Listen to the blurb like book direct and join Peppers Group for great discounts and benefits. What RUBBISH. Did some searches on the web and found the same suite for over $100 cheaper on Agoda. Rang Peppers customer service to price match and said they couldn't because they couldn't… Read more

see the price I got on line? I asked how they could wholesale a room to a 3rd Party for me to buy it for cheaper than they would sell direct. Responded with silence. So I booked with Agoda. Then I wrote to Peppers who couldn't be bothered to respond. What does this say about their pricing policy, I hope their CEO reads this review and kicks some backsides. Why are they in business?

Exceeded Expectations – Both the accommodation and customer service were above and beyond expectations. These added to making my holiday exceptional. This is the place to go to truly relax and have a vacation. Thank you Peppers I hope to return agin.