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“Excellence beyond”

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Peppers Soul Surfers Paradise
Ranked #1 of 32 Hotels in Surfers Paradise
Certificate of Excellence
Melbourne, Australia
Level Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Excellence beyond”
Reviewed 13 July 2014

Amazing views, amazing service, amazing everything. To wake up and see that ocean, the sunsets at night truly magnificient. Spas, pools fabulous, couldnt say anything bad - service impeccable. Rooms were top notch in cleanliness, would go back in a second to this Hotel. One of the best on the Coast

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
1 Thank Avidotraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Adam T, General Manager at Peppers Soul Surfers Paradise, responded to this review, 14 July 2014
Dear Avidotraveler,

Thank you for the amazing review!

I am so pleased and delighted that every part of your stay exceeded your expectations.

I really appreciate you taking the time to post this review to inform other fellow travellers what the Soul Surfers Paradise experience is all about.

Sincerely,

Adam Taloni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 13 July 2014 via mobile

Great weekend with our son and grand children. Appartment on 55th floor with breath taking views of the coast and hinterland . Staff friendly and very helpful. The facillities and room were wheelchair friendly.

Stayed July 2014, travelled with family
Helpful?
1 Thank Charles W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Adam T, General Manager at Peppers Soul Surfers Paradise, responded to this review, 16 July 2014
Dear Charles W,

Thank you so very much for taking the time to review your recent stay with us at Soul with your son and grandchildren.

I am thrilled that you enjoyed your Skyview (above level 40) experience so much.

I do hope we are able to welcome you back again soon when you next visit the beautiful Gold Coast.

Sincerely,

Adam Taloni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Paradise Valley, Arizona
Level Contributor
113 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 103 helpful votes
Reviewed 12 July 2014 via mobile

Absolutely beautiful hotel, rooms and view.   Stunning and modern.    

Calling it 3 stars only because it is missing things that are standard and basic at 4 star and 5 star properties.

- No one to greet and no bellman to take our bags when we were dropped at the hotel.   We had four 50-60 pound suitcases and a bunch of other stuff.   We are young and fit and therefore had no trouble taking it all up to check in by ourselves, but we have never had to do that at a 4 or 5 star property anywhere in the world.

- check-in was on the 2nd floor (see above and below).   Not a big deal unless there weren't enough elevators or you're carrying a ton of luggage (see below on elevators). 

- 3 out of 6 elevators were not functioning when we arrived, so we waited with all of our stuff and squeezed in when an elevator finally arrived (to go up one level to check in).   With 77 floors to this property, 3 working elevators doesn't cut it.     The elevators were painfully slow all weekend.    Only 3 elevators for floors 1-39 and 3 elevators for floors 40-77.      Even the staff was using these same elevators to go up and down 1-2 floors at a time with their carts and other stuff (no service elevators??).     Sometimes while waiting on level 1, we could see elevators passing us by from the basement levels and skipping level 1!   Eventually after being skipped twice, we took an elevator down just to be able to go up!    Never had to do this sort of thing since college.

- room service, they leave the food at the door.   They don't set up or even ask where you want it.    Also no utensils or condiments.   Yes, they are available in the units - but if I'm paying for room service, having to get all the stuff together and set up all the food sort of partially defeats the purpose of room service.   If we are paying $35 for an omelette, the least they can do is bring utensils and condiments and set up the breakfast for us.   Again, this would never be the case at a typical 4/5 star hotel, hence the rating here.

- minibar - mid-stay we wanted some items replenished.    They told us ok they will bring it up.    A nice lady knocked with just one item and stated that they can refill one item but not the others.    We called downstairs to inquire and again they said, sure we can bring all the items up.    Then, they called back 10min later to inform us that they do not replenish the minibar at all during a stay.   After 3 different calls and 3 different answers from different staff members, a manager brought up the items. 

- cleaning - no cleaning done when we returned from a full day out at 5pm and wanted to relax!   They left a message saying "they haven't forgotten about us".   That's nice - but when we return at 5pm after a full day that started at 6am, we don't want to have to leave when the cleaners eventually arrive.   Again, this just doesn't happen at traditional 4 and 5 star hotels/resorts.

- Internet is free but abysmally slow - so slow that I ended up mostly using my (expensive) global phone data plan instead of the free wi-fi.   Not pleased about that.    Worst internet I have seen in many years, having stayed around the world.     If you plan on needing the Internet wi-fi service at all, don't stay here - you will get nowhere and waste your whole weekend waiting for pages to load (remember dial up in 1996?   Yeah, just like that).

If you are considering a stay at Soul, be prepared for these inconveniences.   If any of the above are important to you, consider a search of other properties nearby with a view.   If all I'm getting is a beautiful view without the service/amenities,  there are probably other high rises on the strip that also have a beautiful view but cost much less.  

  The extra cost is always worth it when the commensurate amenities and service are included, but these amenities and services were not present at Soul on this particular occasion.

Stayed July 2014
Helpful?
4 Thank Jesse S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Adam T, General Manager at Peppers Soul Surfers Paradise, responded to this review, 14 July 2014
Dear Jesse S,

Thank you for providing this feedback from your recent stay with us at Soul.

First and foremost I apologise for the less-than-perfect experience you had with us. I assure you this most certainly is not the level or service we strive to provide our guests.

Clearly we missed the mark on more than one occasion during your stay. I assure you these issues have been and will be discussed with the relevant departments to ensure we learn from our mistakes.

I would welcome you to contact me to discuss these events in more detail, and to allow me to apologise personally to you. You can attention an email to me via reservations@soulsurfersparadise.com.au

Please also note that if the porters are busy with other guests on arrival, there is a phone on the desk at the front entrance. All you need to do is lift the handset as instructed on the phone and wherever the team are, someone will be down to assist you momentarily.

Again, I do apologise for your experience at Soul.

Sincerely,

Adam Taloni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brisbane, Australia
Level Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 11 July 2014 via mobile

I loved my short stay here- great service, lovely people working here and they were all very helpful. The room was just beautiful (make sure you ask for ocean view room), very luxurious. The big issue though was the lifts! It took 20 minutes to finally get a lift and we were only on floor 11. And every lift was full! I suppose there is nothing they can do about it now but that was really bad planning to only put 3 lifts in such a huge building. Not worth it.

Stayed July 2014
Helpful?
2 Thank Nina C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Adam T, General Manager at Peppers Soul Surfers Paradise, responded to this review, 14 July 2014
Dear Nina C,

Thank you so much for your feedback and your positive words in relation to your apartment and the staff and service you received whilst staying with us at Soul.

I sincerely apologise to any of our guests that were inconvenienced recently when we were at full capacity and had a lift issue. Unfortunately for a small period a lift was unable to be used for safety reasons which put demand on the remaining ones.

I assure you this is not a common occurrence at all and generally the lifts are no issue when they are all working which they are now.

Again, to any guests that did experience long wait times, I sincerely apologise, and ask that you contact me directly at the property before booking your next stay so that I can show some kind gesture of apology.

Sincerely,

Adam Taloni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Auckland Region, New Zealand
Level Contributor
23 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 11 July 2014

My family and I stayed in one of the three bedroom suites for 4 nights. The beds were really comfortable, the rooms very clean, fully stocked with cutlery, crockery and all amenities and the staff were helpful and attentive which enhanced an enjoyable stay.. The pools, spas and sauna are well kept and clean, fantastic especially for kids. The views from the rooms and the outside pools are sensational. The free Wifi is an added bonus. Soul is close to restaurants, the supermarket and across the road from the beach. Watching the sun rise from the outside spa is a memory to savour.

However, the 3 bedroom suites don't get the winter sun the way other hotels do. The state-of-the art TV could not handle laptops the way others can and the technician never called us back. Apart from those two issues, this is a great hotel, pricey but good value for money,

Room Tip: Higher and smaller rooms away from the corner or end of the corridor get the winter sun. Larger room...
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  • Stayed July 2014, travelled with family
    • Value
    • Rooms
    • Service
Helpful?
1 Thank Peragro-ergo-sum-100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Adam T, General Manager at Peppers Soul Surfers Paradise, responded to this review, 14 July 2014
Dear Peragro-ergo-sum-100 ,

Thank you so much for detailing your recent Soul Surfers Paradise experience.

I am thrilled that you all had such a fabulous experience with us and that you and the children enjoyed the facilities and location in particular.

I do apologise for the technician not calling you back. This is most uncommon. I will follow this up as best as I can for you.

Our Three Bedroom Apartments are on the north and south ends of the tower. The north-facing ones naturally get more sun. Please feel free to request these north-facing or "05" type apartments on your next stay and we will do our very best to try and get you in one of these. Many people prefer the south-facing "01" type as you overlook the city down south. It is really just down to personal preference which we try our best to accommodate.

I do hope to see you again real soon.

Sincerely,

Adam Taloni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
INVERELL
Level Contributor
33 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 11 July 2014

We didn't want to leave at the end of our 4 night stay. The staff during this stay were more attentive and friendly than our last stay. Perhaps this has something to do with Peppers now managing the hotel.

We stayed on the 38th floor looking east to the beach. The room was impeccably clean and very comfortable. We rang housekeeping on our first night to request some flatter pillows and some alternatives were brought to our room promptly. (Tip: if you like really flat pillows, it may be best to bring your own)

The reception staff (in particular Mollie) assisted us with confirming our return flight to Sydney during our stay which was greatly appreciated.

Looking forward to our third visit soon.

  • Stayed July 2014, travelled as a couple
    • Location
    • Rooms
    • Service
Helpful?
Thank HonestCountryCouple
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Adam T, General Manager at Peppers Soul Surfers Paradise, responded to this review, 14 July 2014
Dear Honest Country Couple,

Thank you so much for the great review following your most recent stay at Soul.

We love to hear from our regular guests and are delighted that you keep coming back. I will pass on your feedback to Mollie and thank her on your behalf for helping you.

I do look forward to welcoming you back again very soon.

Sincerely,

Adam Taloni
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Auckland, New Zealand
Level Contributor
28 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 10 July 2014 via mobile

The rooms are lovely. We had a higher floor and the view was amazing but you only get a small amount of sun on the deck in the morning and the swimming pool area loses it around 10.30. Also we couldn't keep the door open as the wind came straight in. I would try another hotel over winter when you want the sun, like the place we could see above the Paradise Centre - Allunga which seems to have all day sun.

Stayed July 2014, travelled with family
Helpful?
1 Thank deemac16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Adam T, General Manager at Peppers Soul Surfers Paradise, responded to this review, 10 July 2014
Dear Deanne M,

Thank you for your review.

It is just past 11:30am and I have just been up to check the sun situation. The pool is still almost in full sun, however naturally at different times of the year shade will come around at different times. Unfortunately we cannot change the location of the pool, however with the views from there I am not sure most guests would want us to!

The good news is the pool is heated year-round, so too is the indoor pool which also has a sun deck off of it.

I am pleased to hear that you enjoyed the apartment and the amazing views that they boast, especially from higher up.

Thank you so much for taking the time to post this review.

Sincerely,

Adam Taloni
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Peppers Soul Surfers Paradise

Property: Peppers Soul Surfers Paradise
Address: 8 The Esplanade, Surfers Paradise, Gold Coast, Queensland 4217, Australia (Formerly Sea Temple Surfers Paradise)
Region: Australia > Queensland > Gold Coast > Surfers Paradise
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Surfers Paradise
#1 On the Beach Hotel in Surfers Paradise
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Peppers Soul Surfers Paradise 5*
Number of rooms: 160
Official Description (provided by the hotel):
Positioned on the beachfront of the newly transformed Surfers Paradise Esplanade and Foreshore precinct, Peppers Soul Surfers Paradise brings a new dimension to contemporary sophistication and luxury. This state-of-the-art building soars a magnificent 77 stories making it one of the tallest towers on the Gold Coast. Peppers Soul Surfers Paradise offers stylishly designed and fully self-contained 1, 2 and 3 bedroom apartments with spectacular uninterrupted ocean and hinterland views flooded with natural light from the floor-to-ceiling windows. Apartments feature designer gourmet kitchens, large furnished balconies, integrated entertainment system with 40" LCD TV, ensuite spa bath and full laundry plus all the luxuries expected of designer apartment living. A perfect symphony, everything in place, everything in tune. As one of the Gold Coast's premier, two-hatted restaurants, the multi-award winning Seaduction has an elegance all of its own. Resisting the seductive aromas conjured by our award-winning Executive Chef, Steve Szabo, and his team at Seaduction will prove impossible. The acclaimed menu is superbly complemented by an intimate wine-tasting room and bar that invite you to relax and enjoy the delicious flavours, outstanding decor, impeccable service and enviable views over the golden beaches of Surfers Paradise. For a unique dining experience, Seaduction's Private Dining Room offers you an intimate and private setting for any special occasion. Once you've experienced the exceptional cuisine and unmatched atmosphere of Seaduction, you're sure to return. Facilities include a multi-level sparkling outdoor pool and spa overlooking Surfers Paradise beach, pool terraces, fitness centre incorporating infinity-edge indoor lap pool (heated), fully-equipped gymnasium with two separate studios, spa, sauna and steam room, all accompanied by beautiful sub-tropical landscaped garden and barbeque areas, perfect for entertaining family and friends. From the moment you arrive at our grand main entry with porte-cochere, your stay will be filled with the richest experiences and unlike any other. ... more   less 
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Also Known As:
Peppers Soul Surfers Paradise Gold Coast, Australia

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