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Happiness65914065249

Hidden structural damage in water leaks. Presidential Suite

1.0 of 5 bubblesReviewed 17 Nov 2024
Upon arrival with no concierge service. Had to attend reception and ask for someone to provide assistance.

Housekeeping rude, inattentive. Floors filthy on arrival, No liquid handsoap replaced after repeated requests, insufficent tpilet paper, towels and cleanliness. Toilet blocked in apt 6302, housekeeping is extremely poor. Dead moth sat on walkin robe floor for 2 weeks yet they say they vaccumed and or vaccumed around it. Had to request linen change after 5 days stay, housekeeping had no intention of doing it on a Sunday. 4th bedroom in North East corner flooded after storm. The angle of the building structural design has drainage incorrectly installed. 15 years, 3 builders, bankruptcy and flooding from top floor to bottom at 60, yet side door unusable into Soul Boardwalk due to flooding and drainage problems damaging access.
My son was forced to sleep on an uncomfortable old sofa bed after housekeeping pushed a giant water filled bubble in the plaster in window sill. Building manager inspected and maintenance. Maintenance staff and housekeeping vaccuming water out of carpet. Mould build up in 4th bedroom in flooring. Room stinks and is musty. Food stains on couch. There are better places to stay for $18,000 for 10 nights. Try the JW Marriott. Cheaper and 5 star service. I will offically be returning to the JW. Soul is an absolute dump that needs serious structural repairs and better Customer Service.
Date of stay: November 2024
Trip type: Travelled with family
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Peppers Soul Surfers Paradise , Guest Services / Front Office at Peppers Soul Surfers Paradise, responded to this review
Responded 18 Nov 2024
Hi Happiness65914065249,

Thank you for sharing your feedback. I am truly sorry to hear about the challenges you experienced during your stay. Please accept my sincerest apologies for the inconveniences you faced, as this is not the standard of service we strive to provide at Peppers Soul.

I understand that these matters were addressed with our Executive Assistant Manager during your visit, including the maintenance and housekeeping concerns. While I am disappointed that we were unable to fully meet your expectations, I appreciate you bringing these issues to our attention, allowing us to take immediate action where possible.

Your comments regarding housekeeping, maintenance, and the structural concerns have been taken very seriously. I have since engaged with the relevant teams to review and rectify these matters, ensuring a more seamless experience for future guests.

I regret that your stay did not reflect the premium experience we aim to deliver, and I hope to have the opportunity to welcome you back in the future to provide the exceptional stay you deserve. Should you wish to discuss your experience further, please do not hesitate to contact me directly at [insert contact details].

Warm regards,
Ian Charlton
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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All reviews the gold coast amazing views indoor and outdoor pools bedroom apartment across the road perfect location steam room your doorstep spa bath ocean view full kitchen great facilities main bedroom cavill avenue family holiday car park floor
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Reviewed 15 November 2024

We were very happily surprised at the size and quality of our one-bedroom apartment. The view from the 12th floor was beautiful and we left the balcony doors open at night to hear the surf. We enjoyed the outdoor pool complex and indoor spa very much after our walks.

Date of stay: November 2024
Trip type: Travelled as a couple
Thank Sightsee686156
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Peppers Soul Surfers Paradise , Guest Services / Front Office at Peppers Soul Surfers Paradise, responded to this reviewResponded 17 November 2024

Hi Sightsee686156,
Thanks for choosing Peppers Soul for your recent visit.
We are pleased that you enjoyed your stay here and hopefully we can welcome you back again soon!
Warmest regards
Guest Service Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 November 2024

Great stay, fantastic location, very comfortable and quiet room, with spectacular views and outstanding facilities. Couldn't fault the rooms and we look forward to returning soon.
In the heart of surfers with plenty of great restaurants and lots of variety very close by. The beach is right across the esplanade and it all so convenient.
The only slight down side was the wait for a lift during busy periods.

Room tip: The lifts can be a little slow during busy time such at around 10am check out and 2pm check in times.
Date of stay: November 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Ed T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Peppers Soul Surfers Paradise , Guest Services / Front Office at Peppers Soul Surfers Paradise, responded to this reviewResponded 10 November 2024

Hi 453edt,
Thanks for providing such positive feedback regarding your recent stay at Peppers Soul.
It’s pleasing to read that you enjoyed your stay here and I will be sure to share your comments with the team.
Hopefully we can welcome you back again soon!
Warmest regards
Guest Service Team

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Reviewed 6 November 2024

Great Location - family weekend with adult children so the 3 bed apartment allows us all to stay together - heaps of places easy walking distance and self contained means you can enjoy the room and the specular views! Beach just a few meters across the road! Great Place.

Date of stay: November 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank samleecam
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Peppers Soul Surfers Paradise , Guest Services / Front Office at Peppers Soul Surfers Paradise, responded to this reviewResponded 7 November 2024

HI Samleecam,
Thanks for providing such positive feedback regarding your recent stay at Peppers Soul.
It’s pleasing to read that you enjoyed your stay here and I will be sure to share your comments with the team.
Hopefully we can welcome you back again soon!
Warmest regards
Guest Service Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 November 2024 via mobile

Absolutely amazing stay
3 nights Level 13 October 28-31 2024
The view was absolutely breathtaking.
The room was very spacious and high quality. The beds were so comfortable we stayed in a three bedroom suite where there was ample room for everybody with an amazing outdoor entertaining deck.
The room comes with a fully utilised kitchen and a plumbed in fridge which provides ice cold water and ice cubes.
The room also comes with a washer and dryer to wash your clothes on a daily basis.
The main bedroom also comes with an ensuite that has a double basin, shower and a spa bath.
You look out to the main beach of surfers Paradise where you can enjoy the views of the whales breaching just in front of you
We will definitely be back there again.

Room tip: Check in is at 2 pm. Checkout is at 10 am There is a car park underneath the building with a height restriction to 2.2 m and situated at B3.
Date of stay: October 2024
Trip type: Travelled with family
Thank Adventure56081177927
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Peppers Soul Surfers Paradise , Guest Services / Front Office at Peppers Soul Surfers Paradise, responded to this reviewResponded 4 November 2024

Hi Adenture56081177927,
Thank you for taking the time to share your wonderful feedback with us. We're absolutely delighted to hear that you had an amazing stay and that our three-bedroom suite on Level 13 exceeded your expectations!

It sounds like you were able to make the most of the spacious layout, the fully equipped kitchen, and all the amenities designed for convenience and comfort. Our team is especially thrilled to hear that you enjoyed the breathtaking views and had the chance to witness the whales right from your suite – it truly is a remarkable sight!

We're so pleased you found the suite’s features, such as the plumbed-in fridge and laundry facilities, added to your experience, and that you could relax in the comfort of the ensuite spa bath and double basin.

We would be delighted to welcome you back for another memorable stay and hope it will be just as special as your recent visit. Please do not hesitate to reach out if there’s anything we can assist with for future stays.

Warm regards,
The Guest Service Team

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Reviewed 3 November 2024

From check in to checkout my stay was amazing and the staff were very helpful, on the 29th floor 2 bedroom ocean views. The apartment very comfortable with everything you would need. The view of the ocean was beautiful sitting on the balcony watching the sun come up. Close to restaurants ,shopping, attractions and public transport, couldn't ask for a better place to stay.

Date of stay: October 2024
  • Trip type: Travelled solo
    • Value
    • Location
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    • Service
Thank 160leisaw
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Peppers Soul Surfers Paradise , Guest Services / Front Office at Peppers Soul Surfers Paradise, responded to this reviewResponded 3 November 2024

Hi 160leisaw,
Thanks for choosing Peppers Soul for your recent visit.
We are pleased that you enjoyed your stay here and hopefully we can welcome you back again soon!
Warmest regards
Guest Service Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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