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“Nice spacious rooms but poor service” 3 of 5 bubbles
Review of Pepperclub Hotel & Spa

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Pepperclub Hotel & Spa
Ranked #48 of 106 Hotels in Cape Town Central
Liverpool, United Kingdom
Level Contributor
24 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“Nice spacious rooms but poor service”
3 of 5 bubbles Reviewed 8 January 2012

My friends and i booked a two roomed suite for over 5000 rand per night and stayed there for 7 nights. The views, location and rooms were excellent but all aspects of service were poor apart from about 3 members of staff who stood out. I managed to speak to the General manager Dave Hughes before check out and went through about 7 different complaints we had ranging from no service at breakfast, two aircon units not working, unhelpful and very unfriendly conceirge service, non exsistent shuttle service etc. Dave was apologetic helpful and surprised about the complaints but most of the other guests we spoke to had similar experiences. My advice to anyone staying there go past the duty managers if you have a complaint,they were friendly but ultimately made no difference. Hopefully this hotel can sort out their service.

Room Tip: Get one of the high rooms facing into table mountain.
See more room tips
  • Stayed December 2011, travelled with friends
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank Kon1111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PA_to_GM, Public Relations Manager at Pepperclub Hotel & Spa, responded to this review, 11 January 2012
We have noted your comments and have implemented a stringent training program across all departments. We completely agree that service is of paramount importance and this is our main focus always. We realise that your stay with us was not one that you or any guest should ever experience and we hope that should you return, you will note the marked improvements in service.

As a new hotel, there are always teething problems, but conversely this means that we have room to grow and adapt to the needs of our guests. Once again, thank you for your comments as this only assists us in making the changes that best service you.

Yours in service
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836 reviews from our community

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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (247)
Date | Rating
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English first
Berlin, Deutschland
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
1 of 5 bubbles Reviewed 5 January 2012

Sadly the hotel price cannot compare to the value it offers. After a fantastic holiday in South Africa, this hotel was the worst place to close off a beautiful holiday. What a pitty.
My booking was not found upon arrival. Without my booking confirmation, I would not have found a room.
The Bell boy needed an hour to bring our luggage to the room.
The Bar was almost completely sold out - and the staff were not able to serve the guests. After waiting an hour for drinks, we gave up.
the room service lost our order, only after 45 minutes were they able to serve the drinks we ordered.
The Breakfast which was delivered to the room was not the breakfast we ordered. Even though there is no note on the order form - having breakfast in the room is not only charged the tray charge - but also the full breakfast price. The breakfast in the room, is however much better than the breakfast in the dining room.
The Valet service gave me a strangers car keys. They had misplaced my keys. Upon arrival at my car, after it was parked by the valet service, the car was not locked. Luckily, nothing was missing.
Beach Club leider in "Camps Bay" - nicht der beste Strand zum Schwimmen in Kapstadt - aber sehr trendy.

  • Stayed January 2012, travelled as a couple
    • 1 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank darnitBLN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cape Town Central, South Africa
Level Contributor
37 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
5 of 5 bubbles Reviewed 3 January 2012

Stayed here over the New Year period. Lovely hotel, very sleek and modern. Got an excellent rate on Agoda and a lovely room with huge balcony (1106) This floor seems to have the large walk-onto balconies with city views and of Lions Head. Reception was good and lovely decorated with a huge chandelier, very NYC feel. Sleek restaurant and bar with patio.....very nice for the location. Right in the city center between Loop and Long streets. Would stay here again.

  • Stayed January 2012
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank carelbotha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PA_to_GM, Public Relations Manager at Pepperclub Hotel & Spa, responded to this review, 5 January 2012
It is always lovely to have a local enjoy our establishment and it's offerings and even more so, one who likes it enough to return! Do drop in to Paparazzi Bar or Sinatra's Restaurant to get that Manhattan feeling right here, in the comfort of your own city.

And don't forget to snap a photo of yourself on the Hot Seat!

Thank you for taking the time to write this review and we hope that we soon become your regular haunt.

Yours in service
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stockholm, Sweden
Level Contributor
36 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
2 of 5 bubbles Reviewed 2 January 2012

Even though the rooms are quite nice and the visual of the hotel is modern, everything regarding service and order is missing in this so called luxury hotel. This was not worth the price!

Check in was dreadful. The room was supposed to be ready at 2 pm but took an additional 1,5h to finish. 3 different people called to check when we were checking out after the first night, even though we were staying 2 nights.

Breakfast serving is a mess and even with 15 staff, half of all things are missing at all times, even when the restaurant is half full only. It took 3 calls to get an iron and ironing board to the room, 1,5h in total.

Pickup service did not show up at all so we had to take a taxi, they did not even notice that they had missed this when we got back to the hotel.

The pool at the 8th floor was dirty and there were not even a single sun bed available.

The complimentary "Pepper Club on the Beach" in Camps Bay is simply a standalone restaurant where you had to chase down the manager in order to get access to the changing rooms in the back of the restaurant.

The location of the hotel is just of the very busy Long street and during weekends you will find yourself lying in bed with the music from the surrounding clubs roaring in your room until early next morning.

Basically, if you are looking for a luxury hotel at 3000-4000 ZAR a night, choose another hotel in Cape Town than the Pepper Club Hotel.

  • Stayed January 2012, travelled as a couple
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank Per P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PA_to_GM, Public Relations Manager at Pepperclub Hotel & Spa, responded to this review, 5 January 2012
Thank you for bringing to light the incidents that took place during your stay that made it a less than satisfactory one for you. We take each comment very seriously and investigated each point that you made to better understand where exactly it all went wrong.

We realise that you might be hesitant to stay with us in the future, but we can guarantee you this- that we continuously strive to improve every aspect of our service excellence. We would love to have you stay with us in the near future to experience just how much your words have affected us and hope that we spice up you life...just a little bit.

Yours in service
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
14 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 bubbles Reviewed 29 December 2011

Loved this place. Rooms are spacious and bathroom is clean and stylish. There is even a kitchen for cooking. My favourite thing about this hotel is the view of table mountain. Nice to wake up to. I will be staying here again in January and looking forward to it!

  • Stayed May 2011
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank airlinechic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PA_to_GM, Public Relations Manager at Pepperclub Hotel & Spa, responded to this review, 5 January 2012
Hello there!

It is so often said that we live under rock down here in South Africa, but we like to call our rock Table Mountain and evidently the world loves it too, since it's recently become one of the Seven Natural Wonders of the World and we completely concur!

Thank you for your kind words and we look forward to seeing you again this month.
Happy holidays!

Yours in service
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Richmond, VA
Level Contributor
58 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
4 of 5 bubbles Reviewed 27 December 2011

This hotel tried so so hard to be great, and they came very close. The rooms are very clean, modern and nice. I had a suite for two weeks with a great balcony. The bath was huge. The rooftop pool was wonderful to enjoy in the late evening. No one was ever up there so I had it all to myself. The one drawback was the service. There was zero sense of urgency and the bar was particularly lacking, but you can tell everyone there was trying. All that said, if I'm in Cape Town again, I will consider it. The location was pretty perfect for business downtown and proximity to restaurants and shops.

  • Stayed February 2011, travelled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank imike808
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PA_to_GM, Public Relations Manager at Pepperclub Hotel & Spa, responded to this review, 30 December 2011
We certainly hope that you do return sooner rather than later in order for you to see that we have noted your comments. We continue to strive for service excellence and upon your return will blow you away with our improvements.

Thank you for your kind words and for taking the time to write this review. Happy holidays and a prosperous New Year!

Yours in service
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
36 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
4 of 5 bubbles Reviewed 24 December 2011

This is a very good hotel we were a group of 106 of us had a great stay, The bed was so comfortable and the views over Lion's Head were spectacular. I loved the free standing bath and the walk in shower was huge, very comfortable rooms and great service. well done.

  • Stayed March 2011, travelled with friends
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Dharma123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PA_to_GM, Public Relations Manager at Pepperclub Hotel & Spa, responded to this review, 28 December 2011
What a fabulous time we had having you stay with us! I have to agree that the walk in showers with rain forest shower head is one of my favourite features too!

Thank you for taking the time to write this review and we hope that we see you again very soon.
Yours in service
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 Pepperclub Hotel & Spa

Property: Pepperclub Hotel & Spa
Address: Cnr Loop and Pepper Street, Cape Town Central 8001, South Africa
Region: South Africa > Western Cape > Cape Town > Cape Town Central
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#20 Spa Hotel in Cape Town Central
#39 Business Hotel in Cape Town Central
#44 Luxury Hotel in Cape Town Central
#48 Family Hotel in Cape Town Central
#50 Romantic Hotel in Cape Town Central
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Pepperclub Hotel & Spa 5*
Number of rooms: 195
Official Description (provided by the hotel):
Bound by Loop, Long, Pepper and Bloem Street, Pepperclub Hotel & Spa is situated in the heart of bustling Cape Town and at the foot of renowned Table Mountain and Lions Head. The hotel not only offers the ideal location, but also five star comfort and personalised service to suit the needs of both leisure and business travellers. Inspired by New York's chic interiors, the hotel consists of 210 generously appointed suites, all of which include spectacular views of Cape Town. Facilities at the hotel include, among others, the intimate Odeon cinema, a fully-equipped gymnasium and a swimming pool with panoramic views. Cayenne Spa, tucked away on the 8th floor of the hotel, offers sanctuary for guests with its modern aura and eclectic menu of modern treatments. Located on the ground floor is Pepperclub's exclusive Paparazzi Bar & Lounge and in-house restaurant, Sinatra's, which combines a stylish and modern setting with a menu inspired by European continental cuisine. The hotel also offers guests scheduled complimentary shuttles to the V&A Waterfront and Camps Bay, home to one of South Africa's most beautiful and picturesque beachfronts. It is here that you will also find our beach club facilities. Hotel guests will have exclusive VIP access to the beach club's showers, private lockers and changing and restroom facilities. ... more   less 
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Also Known As:
Pepper Club Luxury Hotel Cape Town Central
Pepper Club Luxury Hotel And Spa
Pepperclub Hotel & Spa Cape Town, South Africa

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