The location was fantastic as it was in the heart of the Surfer's Paradise. The view was fantastic and the rooms were huge!
The reception seems understaffed as there was only 1 staff at a time. We arrived late around 6pm in the evening and the staffs were are very busy and pretty much left us to ourselves as they had difficulty finding our check in details.

The beach is right at your doorstep and it offers free parking for hotel residents.

My boyfriend and I arrived at Peppers Soul (not Peppers Broadbeach - beware this can be confusing when using Google maps to drive to the hotel), and were immediately taken aback by the profuse stench of perfume that awaited us on the first floor. We held our breath at reception and waited for at least 10 minutes while the lady at front desk answered phone calls (not cool). When were we finally assisted with our check in, the lady at front desk was friendly (I'll give her that), but the fact that she asked me if this was my first visit to Peppers and then responded to my affirmative with "Well, hopefully it won't be your last" served as a bad omen. Not to mention that she then told us that if we lost our door key the hotel would charge us $50 for a replacement [Are you kidding me? What 5 star hotel charges $50 dollars for a chincy, piece of plastic that they paid 10 cents for, and when you're paying $400 per night? No upmarket hotel in it's right mind would be that cheap].

The room was pretty nice, for an apartment style room, and it was large. The view of the beach was very nice. beach location. There was no water pressure in the shower or bath, so it took us about 40 minutes to fill the bath, and then the bath was too small for more than one person to enjoy (it would be nice if a hotel with rooms that big catered for couples).

The breakfast was REVOLTING. Truly, just revolting. It was cheap, nasty, inedible, and the staff were not helpful. One can not even get a pot of freshly boiled water for their tea. The tea and coffee 'station' is a tiny little pre made section like you'd find at a crappy work conference in a best western. Quality of selections was very very poor. And, yet the price is the same as you'd find in a top, international hotel.

The fact that there was a 'heated' indoor pool in the hotel was the entire reason that we stayed there, and yet we discovered that the pool was NOT HEATED. The spa was COLD and full of filth (actual filth) and the outdoor pool area had not been cleaned in weeks. We complained to front desk about the non-heated pool and the filthy amenities and the lady just stared at us and then said, after prompting, 'oh okay, I'll pass that on'. Um...really...is that customer service at a $400 dollar night hotel?

The experience was dreadful and my boyfriend and I left Peppers Soul feeling UTTERLY RIPPED OFF.

We stayed here for 3 nights. The view from our room was amazing and the location to Cavill Ave and the beach was very convenient. Having stayed at many Peppers previously there is a certain level of quality and service expected. Soul offers complementary off street parking which is a nightmare to access. You need to compete with trucks and other deliveries to enter and then on the weekend you need to drive around to find a spot that is not reserved. Reception explained to me I could park "anywhere" on entering and I had to ring them from the carpark to clear up what "anywhere" meant since the majority of spots had reserved signage. Due to crowding the concierge also appeared frustrated directly cars. After jostling with other guests to gain elevator access with our bags we arrived in our room to find the second bedroom door locked. After a phone call, housekeeping unlocked the door within half and hour. We then found the TV not working, another phone call had maintenance arrive to get the TV working. Maintenance was very helpful and explained how to use the TV controls, apparently guests before us must have reset them. We were disappointed that there was no cable access especially since it is promoted on their website as a room feature. The shower head in the main bathroom was broken and you had to hold the shower head by hand to wash. We ordered room service for dinner our first night and it was an ok meal, presentation was a huge disappointment. As I said previously comparing my Peppers stay with others the staff at this hotel need to improve on their customer service, on many occasions staff would step in front of you when entering lifts and cleaning carts crowded hallways where you had to request for them to be moved. On our last night, there were council street works, concrete was being cut until 10.30pm that night, it had started at 7pm. I understand that Peppers can not control council works but surely you would think a 5 star hotel would have communication with council concerning such works and some control on when they could be done. My husband approached reception for a discussion on when these works were supposed to be finished since our 3 year old was still awake due to the noise and he was told they "should be finished by 10pm and it was not like the council could do these works during the day" Mind you, the next morning, the council was still working on the area and had traffic blocked. This was our last night in the hotel so we had to leave with a grumpy and tired child by 10am a standard checkout time the next morning. On departing, I presented my feedback card to reception and she looked shocked when I said our stay was "ok" and said she would pass the card immediately to her manager. With so much choice in accomodation on the Gold Coast we will not come back to this hotel, it's not worth it.