The room had stunning views of the ocean with a gentle breeze filling our room everyday... that is what holidays are made of! Relaxed and comfortable furniture inside and out on the balcony made for an enjoyable stay when in the room and the bed was just right too! Close to the action on Cavill Ave but without too much traffic noise. Daily beach walks and cafes/restaurants an easy stroll away.
Dear rennaei,
Thank you so much for your lovely review! We’re thrilled to hear that you enjoyed the stunning ocean views and the relaxing atmosphere of your room. It’s wonderful to know that the gentle breeze and comfortable furnishings, both indoors and on the balcony, contributed to such a memorable and enjoyable stay.
We’re glad the location was perfect for you—close to all the action on Cavill Avenue, yet peaceful enough to relax. It sounds like you made the most of the beach walks and local dining, which is exactly what we hope for all our guests.
Thank you again for taking the time to share your experience. We look forward to welcoming you back for another unforgettable stay soon!
Warm regards,
Guest Service Team
Well positioned as it's in the heart of everything.
Our room 4302 furniture was outdated old and warn out with visible damage to them which made it very uncomfortable to relax on. The sofa had little to none cusion left in it which was also sunken in. This couldn't be used as it felt broken.
Our main bedroom had some sort of red stains to the carpet area, large and small spots which made it feel dirty and uncomfortable so we walked around those affected areas. We couldn't tell what type of fluid was laying in the carpet so we avoided walking over it.
The main lounge living area showed visible unfinished touch up patches to walls and ceiling with obvious stains to to those areas.
Views were great from the outside balcony but would not stay here again due to the run down conditions of the room and dirtiness.
Dear 644ademn,
Thank you for taking the time to provide feedback regarding your recent stay with us at Peppers Soul. We truly appreciate your comments and are disappointed to hear that your experience did not meet your expectations.
We’re glad to know you enjoyed the location and stunning views from the balcony, but we are truly sorry to hear about the concerns you encountered with the room's condition. This is not the standard we strive to provide at Peppers Soul. Your detailed description of the issues with the furniture, carpeting, and the unfinished touch-ups has been taken very seriously, and we will be addressing these matters with our housekeeping and maintenance teams as a priority.
Please accept our sincerest apologies for the discomfort you experienced. We understand how important it is to feel relaxed and comfortable in your accommodation, and we deeply regret that this was not the case during your stay.
We would love the opportunity to welcome you back and provide you with the true Peppers Soul experience. If you do decide to return, please contact us directly so we can ensure that your stay is flawless from start to finish.
Thank you once again for your feedback, and we hope to have the chance to restore your confidence in us.
Warm regards,
Guest Services Team
You definitely get what you pay for and generally our family wouldn’t be able to afford to stay at such a up market hotel, however this time I was traveling with the work mate and was fortunate enough to get a good deal. Last minute decision we decided to upgrade where we were staying and stay at Peppers Soul , and we’re so glad we did. Everything from the first phone call was great the gentleman was able to accommodate to us last minute. He was polite and charming, explained all the features of the hotel and the amenities without the feeling of any pressure, just his fun attitude alone sold it for us. When we arrived at Peppers the service was sensational ,such lovely friendly staff/ no job was too hard- just that warm reception, really gave us a good feel about being there. We stayed on the 51st floor in room 5102 and from the moment we open the door, We knew we were in Paradise- Greeted by a complementary bottle of wine and a cheese platter along with breathtaking views of the ocean- couldn’t fault it. Then when I looked at the pools inside and out I thought it was heaven, my kids would absolutely love it given I’m lucky enough to afford to come with them next time. This is definitely a hotel with staying. I’d like to thank all of the peppers soul staff that made experience unforgettable, Especially the cleaning service that attempted to clean our room when we were only there for a short stay, Nice to see they were on top of the cleanliness and hygiene of each room. Thanks Kim and Sandra.
Dear Kim and Sandra,
Thank you so much for your wonderful feedback! We’re delighted to hear that your stay at Peppers Soul exceeded your expectations and that you enjoyed the upgrade. It’s fantastic to know that our team made your experience so special, from the warm welcome to the thoughtful touches in your room. We’re especially glad that you felt at home and appreciated the cleanliness and service. We hope to welcome you and your family back for another memorable stay in the future.
Best regards,
Guest Service Team
Stayed for four nights with friends in Apartment 5101.
Valet parked my car for our total stay.
Our apartment was well equipped and a mini bathroom towel and rubbish removal each afternoon was welcomed.
On the first day, I used my car for an hour and the remaining time at the hotel, my car was valet parked. My car had a full tank of fuel.
On checkout, I discovered my car's fuel tank to be empty, with only 41 kms worth of fuel showing.
The petrol had been stolen from my car's fuel tank!
The only staff to have access to my car key, were the hotel valet staff.
I complained to the hotel manager, who said he would look at CTV footage of the supposed secure valet parking area, during the time of my stay.
He said that he would contact me with the CTV information.
The petrol theft was over a week ago and consequently there has been no response from the manager.
This is a very BIG warning to hotel guests, who plan to use the hotel's valet parking services!
Someone is stealing fuel from vehicles.
BEWARE!
Dear f47hwt,
Thank you for taking the time to provide your feedback following your stay at Peppers Soul. We are glad to hear that you appreciated the apartment’s amenities and daily service.
Regarding your concern about the fuel in your vehicle, we have conducted a thorough internal investigation and can confirm that we found no evidence of any tampering with your vehicle during its time in our care. Our valet team follows strict protocols to ensure the safety and security of all vehicles, and we take such concerns very seriously.
We apologize if our communication after your initial report did not meet your expectations, and we regret any inconvenience this situation may have caused. Please know that guest satisfaction is our top priority, and we are always committed to addressing concerns with the utmost care and attention.
Thank you again for bringing this to our attention, and we hope to welcome you back to Peppers Soul in the future for a more seamless experience.
Best regards,
Guest Service Team
Our second stay at this property and after an incredible first stay, this time it fell flat.
We were in 4603 which is a 2 bedroom skyview apartment.
The biggest problem with this apartment was the fact it is directly opposite the lifts and you hear them all day and all night. We asked to be moved but told no and instead offered some chocolates!
The apartment layout was actually great but the furniture wasn’t the most comfortable. The room was clean but not sparkling clean and the daily service was the bare minimum. I asked twice for shampoo to be refilled but it never was.
The lifts are so so so slow. It was not uncommon to be waiting 5-10mins for a lift and when one finally arrived, it was full so you had to wait for the next one.
Staff were ok, didn’t go out of their way to make you feel valued.
We had such an incredible stay our first time that we expected the same and were left disappointed as we got less.
Dear colonel_kjm,
Thank you for sharing your feedback following your recent stay with us. I’m truly sorry to hear that your second visit did not live up to the wonderful experience you had during your first stay. Your satisfaction is important to us, and I regret that we fell short this time.
I apologize for the inconvenience caused by the noise from the lifts and for not being able to accommodate your request to move to a different apartment. I understand how frustrating this must have been, and I’m sorry that our attempt to address your concern with a gesture of chocolates did not suffice.
Regarding the comfort of the furniture and the cleanliness of the apartment, I appreciate your candid feedback. While I’m glad to hear that the layout of the apartment met your expectations, it’s clear that other aspects did not. I apologize for the lapses in cleanliness and the lack of attention to your request for shampoo refills. This is not the level of service we strive to provide, and I will be addressing this with our housekeeping team to ensure better service in the future.
The delays with the lifts are also concerning, especially when it impacted your ability to move around the property easily. We are aware of the challenges during peak times and are exploring ways to improve this experience for our guests.
I’m sorry to hear that our staff did not make you feel as valued as they should have. We aim to provide exceptional service, and it’s disappointing to learn that we didn’t achieve this during your stay.
Thank you again for your feedback, and for giving us the opportunity to reflect on areas where we need to improve. We value your loyalty and would love the chance to provide you with the outstanding experience you expect and deserve on a future stay.
Best regards,
The Guest Service team
