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“Disappointing”

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Peppers Beach Club & Spa
Ranked #4 of 11 Hotels in Palm Cove
Certificate of Excellence
Sydney, Australia
Level 3 Contributor
24 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
“Disappointing”
Reviewed 29 April 2014

We recently spent 4 nights here in the 2 bedroom penthouse which has an outside pool and bbq. We soon realised that the air-con in both bedrooms was not working. While someone from the concierge desk tried to re-boot the system (with no success), we were told we would have to wait until 9am for the air-con man to arrive. He arrived around 2pm and after a brief assessment said that the thermistor was faulty and would have to replaced. Another trip to reception...I was told that the part would not arrive until after we had left. Still no word of apology. After much negotiation, we were told we could move into another apartment tomorrow. So another uncomfortable night in the tropical heat. Apart from the fact that the people in the unit we were moving into had been given a late checkout, we did move the following day.

The next night was raining and as there were no umbrellas in the room we went to reception only to be told that there were no umbrellas left. A 5 star hotel that does not have enough umbrellas for its guests? A very rude staff member then had the audacity to say that even though our suite actually had 2 room numbers, as a suite we were only entitled to 1 umbrella anyway!!

The outside pool areas were pleasant but our private pool was full of leaves and the ground not clean.

Whilst some staff members were polite, others were rude and unhelpful. No one wanted to take responsibility for our problems.


Overall a disappointing experience and I think you could get better value elsewhere.

  • Stayed April 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Denise M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christopher N, General Manager at Peppers Beach Club & Spa, responded to this review, 2 May 2014
Dear Denise M,

I regret that we failed to meet your expectations and apologise.

Our team are here to assist and please, so I am surprised to hear of your issues on this occasion.

Sincerley,

Chris & team
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2,121 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (357)
Date | Rating
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English first
Level 4 Contributor
38 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 28 April 2014 via mobile

My husband and I just got back from a weekend away celebrating our wedding anniversary. We loved it! We spent our days walking hand in hand or relaxing by one of the three pools or sipping cocktails and reading. This is a picturesque resort set up beautifully with great amenities. We loved it so much we have already booked to come back with the kids. Food & drinks in the resort and in Palm Cove are quite overpriced, however expected being a holiday town. Some great coffee and food options all within walking distance.

Stayed April 2014, travelled as a couple
Helpful?
Thank Run_Mum
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christopher N, General Manager at Peppers Beach Club & Spa, responded to this review, 2 May 2014
Dear Run_Mum,

Thank you for your kind feedback - we look forward to your return with the kids!

Best,

Chris & team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney
Level 4 Contributor
10 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 27 April 2014

We have stayed here twice - April 2014 and April 2013 - couple with 1 child (1 yr and then 2 yr!). We stayed in a spa studio both times (sometimes called premium studio). It is fantastic because it is fairly large, and the bedroom can be closed off from the sitting room with shutter doors all around.The spa on the balcony is large (fitted all of us easily after a swim!!) and lovely and warm when the rain suddenly pours!
The serenity pool is very peaceful - a bit cold for me in April, but my husband loves it. The bub and I stayed in the sandy main pool - fantastic for kids. Last year there were a lot of communal pool toys belonging to the resort (buckets, spades, noodles etc) however these were put away for the cyclone this year, and not brought back out. Not a problem as there are shops around!
The resort is in really close proximity to restaurants and the little supermarket, as well as being opposite both Palm Cove's enclosed swimming beach net and the children's playground.
It is perfect for young children with the sand, and we may well be back next year too!

Room Tip: Choose on the serenity pool side - more convenient and lighter. But both sides are fine!
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  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank birdling
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christopher N, General Manager at Peppers Beach Club & Spa, responded to this review, 2 May 2014
Dear birdling,

Thank you for your feedback- we hope to welcome you back again for a third visit!

Best,

Chris & team
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Hope Island, Australia
1 review
Reviewed 24 April 2014

We spent Easter and had my mothers 70th Birthday in Palm Cove. On Previous trips we have stayed at Sea Temple but this was far better even though the resort is older. The staff are fantastic (Except for barman in pool bar who was rude to most people he served but I'm sure he won't last too long) and nothing was too much trouble.

We stayed in a penthouse room which was nice but didn't use the roof top as we had 26 people in our group so we ate out most nights. I would highly recommend this property for your stay in Palm Cove.

Room Tip: Our family had 7 rooms in total and they all where good. The A/C worked really well
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  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Martin4212
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christopher N, General Manager at Peppers Beach Club & Spa, responded to this review, 2 May 2014
Dear Martin 4212,

Thank you for your feedback, we appreciate it very much indeed.

Come back soon,

Best,

Chris & team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
bunyip
1 review
Reviewed 24 April 2014

I spent my 40th birthday at Peppers, thanks to my sister. It is everything I wished. So much luxury including 3 pools, beautiful breakfast and caring staff. Morgan made us feel at home and even rang to tell us our room was ready 1 hour before check in. I want to stay longer!

  • Stayed April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Blessedp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christopher N, General Manager at Peppers Beach Club & Spa, responded to this review, 2 May 2014
Dear Blessedp,

Thank you for your feedback - especially your kind comments on Morgan - she is a star!

Best regards,

Chris & team
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Melbourne, Australia
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 24 April 2014

A high standard hotel with good quality facilities.

Rooms were clean, fully equipped and quite comfortable.

The sand edged swimming lagoon was wonderful and the hotel is conveniently located to many restaurants and cafes.

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jason F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christopher N, General Manager at Peppers Beach Club & Spa, responded to this review, 2 May 2014
Dear Jason F,

Thank you for your feedback.

Kind regards,

Chris & team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kidderminster, United Kingdom
Level 5 Contributor
80 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
Reviewed 24 April 2014

I really enjoyed my stay here, we stayed in a 3 bedroom penhouse with roof top pool and BBQ. The rooms were very clean and comfy, the roof pool was amazing and well worth paying for as was the BBQ we loved relaxing on an evening having a BBQ and a chill the pool. The main pool area was great with a very nice pool bar. The staff were very friendley and helpful they really did make our stay even better. The location was also fantastic with the beach right opposite the hotel.

I would definitely stay again. Loved my stay here.

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank LukeGWW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christopher N, General Manager at Peppers Beach Club & Spa, responded to this review, 2 May 2014
Dear LukeGWW,

Thank you for your kind feedback - our team are fantastic!
See you again soon!

Best,

Chris & team
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 Beach Club & Spa

Property: Peppers Beach Club & Spa
Address: 123 Williams Esp, Palm Cove, Queensland 4879, Australia
Region: Australia > Queensland > Cairns Region > Palm Cove
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 Spa Swimming Pool
Hotel Style:
#2 Top resorts Hotel in Palm Cove
#3 On the Beach Hotel in Palm Cove
#3 Spa Hotel in Palm Cove
#4 Luxury Hotel in Palm Cove
#4 Family Hotel in Palm Cove
#8 Romantic Hotel in Palm Cove
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Peppers Beach Club & Spa 5*
Number of rooms: 210
Official Description (provided by the hotel):
Peppers Beach Club & Spa is set in the heart of charming Palm Cove village in Tropical North Queensland offering the perfect place to indulge in tropical relaxation. This idyllic intimate beachfront destination is situated at the start of the beautiful coastal drive to Port Douglas and majestic Daintree Rainforest and only 20 minutes from Cairns airport. The resort offers a range of accommodation, from elegant suites and spa rooms, to one and two bedroom penthouses with private rooftop terraces, BBQs and a plunge pool or jacuzzi. Each suite has a fully equipped kitchen and laundrette and takes full advantage of its surroundings with views to the ocean, pools, gardens or mountain ranges beyond. All rooms are serviced daily and offer guests free WIFI (up to 500MB), free movies, TV, FOXTEL, in-room safe, fridge, minibar and tea and coffee facilities. Our Serenity Wing has a selection of suites offering entertainment areas with gas barbecues on the balcony and a private rainforest pool. To achieve total relaxation you won't ever need to leave Peppers Beach Club & Spa. The beach lagoon takes pride of place, gently lapping against a white sandy beach surrounded by swaying palm trees. Swim up to the pool bar or dine overlooking the Coral Sea. Other diversions include tennis, lap pool, gymnasium, boutique shopping and the Salt Beauty & Spa, with its signature massages, revitalising facial treatments and soothing body treatments. Lime & Pepper Restaurant offers a combination of eccentric cuisine incorporating distinct flavours of the tropics utilising a variety of local produce. The visual appeal of the chef's creations complements Lime & Pepper's unique beachside location and uninterrupted views of stunning Palm Cove. The restaurant is open seven days for breakfast, lunch and dinner. On the Rocks Cafe Pool Bar is open daily for in-house guests (seasonal & weather dependant). Venture outside of the resort and will find yourself in the heart of Palm Cove. There's something for everyone, with an abundance of activities ranging from reef tours, scuba diving and deep sea fishing adventures to white water rafting, evening dinner cruises and rainforest walks. Embark on a day trip into Cairns or explore the wonders of the Daintree, Mossman Gorge and Cape Tribulation. Ride the famous Scenic Railway train to Kuranda or visit Tjapukai Aboriginal Cultural Park. The resort is perfect for a memorable romantic interlude or second honeymoon, family hideaway, wedding, birthday or a well deserved break from the rigours of modern life. Important information: Sunday 11 June 2017 - Cairns Airport IRONMAN Asia-Pacific Championship Cairns – will involve changed traffic conditions. The Captain Cook Highway between the Cairns Airport and Port Douglas will be closed from 5.30am until 5.30pm due to the annual Cairns Airport Ironman Asia Pacific Championship. For more information visit cairnsadventurefestival com au. ... more   less 
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Also Known As:
Peppers Beach Club Hotel Palm Cove
Peppers Beach Club And Spa
Peppers Beach Hotel
Peppers Beach Resort

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