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“very very poor standards”

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Pepperclub Hotel & Spa
Ranked #44 of 109 Hotels in Cape Town Central
Cape Town Central, South Africa
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“very very poor standards”
Reviewed 24 October 2013

Stayed here for a week in room 303 from 20th to 25th November. The hotel looks great, but the service level is at best at an amateur level. They upgraded me to a suite, where the equipment - WIFI, telephones, coffee machine etc. I know this is a systemic issue, because several times during our 4 day conference, the banquet equipment also didn't work well. All the staff throw every problem over the fence onto the "maintenance" team, who is equally clueless and often issues aren't resolved for days on end. The in room wifi didn't work for 3 days, In spite of several complaints, till the duty manager Jackie set up a workaround for my room using the ethernet connection ( why couldn't they have done that on day one? The phone couldn't dial outside landlines for the first four days, causing me to take several important calls on an international roaming cellphone. Some of the staff are lovely, but the standards here are appalling. Very frustrating hotel to stay in.

Room Tip: dont stay in the x01-x07 block.
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  • Stayed October 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank globaltravellingguru
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pepper_Club_PR, Public Relations Manager at Pepperclub Hotel & Spa, responded to this review, 3 November 2013
Thank you for taking the time to review the Pepperclub Hotel and Spa on TripAdvisor and we are, naturally, very disappointed with some of your experiences here. These are certainly not the standards that we aim to achieve and will take direction from your review.

We are extremely concerned at the issues you raised about your suite and the conferencing room and assure you that all maintenance issues have now been resolved. As we take all reviews seriously, our General Manager personally held an inspection of your suite and conference rooms and found it to be in excellent order.

You will be pleased to note that as of last week we have changed our WIFI provider as well as installed numerous additional boosters around the hotel in order to ensure a stronger and uninterrupted WIFI usage for all guests in all areas of the hotel. After a smooth transition from one provider to the other, all previous internet issues seem to be resolved.

We realise that you may be hesitant to consider staying with us in the future, but we would very much like to be afforded the opportunity to redeem ourselves and demonstrate that we are worthy of our five stars. We continuously strive to improve every aspect of excellence in the hotel and we would be delighted to have you stay with us in the future to experience how we have valued your feedback and how action for improvement has been implemented.

Kind regards,
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861 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 (249)
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English first
Hampshire, UK
Level Contributor
96 reviews
55 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
Reviewed 20 October 2013

We'd been on the road for 10 days before turning up at the Pepper Club hotel and what a delight it was. Uncluttered lobby with plenty of seating, very efficient check in and bright, helpful staff. Bedroom was large with bathroom and WC in separate rooms, nice touch. Small, lobby, kitchen. Bathroom had separate shower with standalone bath, only niggle was that the sliding, smoked glass, doors were next to the bed rather than opening off of the lobby a strange design choice? On Saturday night there was a fair amount of nice from a club across the road but it didn't affect our sleep. Selection of TV channels continued to be rubbish which was true of all hotels we stayed in on our trip. We dined in on the first night and unlike lots of hotel restaurants it was worth it. A reasonably sized menu and good wine list meant we had a very pleasant dinner at a good price. One thing the restaurant does need though is brighter lighting at breakfast it's almost impossible to see across the table, weird!

Access to Cape Town was easy either on foot or by taxi.

Just in case no one tells you...when using the lift you have to put your card key in the slot before choosing your floor otherwise it goes nowhere fast, in fact the lift seems to have its own set of rules patently devised by some mathematical genius, best of luck.

  • Stayed October 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
1 Thank ColinInHants
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mumbai
Level Contributor
129 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 15 October 2013

My wife and I stayed at the Pepper Club for 4 nights. We loved the property. The rooms were spacious and always clean, housekeeping did a great job. The concierge was also very helpful for travelling around Cape Town. They had a pick up and drop off to V&A Waterfront and Camps Bay which was also a blessing. The hotel is centrally located to visit the attractions Cape Town has to offer. It is located just off Long Street and that was great for us as we could easily walk around Long Street till late for dinners and then simply walk back without worry. Also our room wasn't facing the Long Street so we did not face the noise problem many others refer to during our stay which fell on the weekend. The only complain would be breakfast; expected different menu for different days, more veg options and slightly better service for a 5 star property. Thanks for everything.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank JeetFuria
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pepper_Club_PR, Public Relations Manager at Pepperclub Hotel & Spa, responded to this review, 24 December 2013
Thank you for choosing the Pepperclub Hotel & Spa as your choice of your home away from home and for reviewing your stay with us on TripAdvisor.

We are pleased to note that you had an enjoyable stay at the hotel and that you found the location of the hotel to be of great convenience during your visit to Cape Town. We are very lucky to have some of Cape Town’s major tourist attractions right at our doorstep.

Thank you for the feedback on breakfast. Rest assured that this feedback has been passed on to higher management for improvement.

We look forward to welcoming you back to our establishment hopefully in the not too distant future.

Kind regards,
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Lake Tahoe (Nevada), Nevada
Level Contributor
88 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 11 October 2013

A very nice property which would be rated 5 stars beyond a doubt. Only issue was the evening noise. The staff was very cordial, and the morning buffet had everything you would need to start your day. Did not use the spa but the outdoor pool was not heated so it was a shame could not use it.

Room Tip: The property is a 5 star property with a great staff. Our room had a fabulous view of table mountain...
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  • Stayed October 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Meisterporsche
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nomad in the UK
Level Contributor
19 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 11 October 2013

Stayed at the hotel for 7 days from the 21 September. The room was well designed with good facilities. Meals were good and inexpensive. The staff were attentive and looked after us well. We were there for a special anniversary and the hotel staff went out of their way to make it special. The hotel is in a good position with all Cape Town's many attractions not far away.

Other members of our group had some problems - safes that did not work and unpleasant smells which were not successfully addressed - however the only adverse issue as far as I was concerned was with the cold swimming pool - far too cold for swimming in - even for a cold blooded English man.

Despite the problems for some I would recommend this hotel to visitors - I really liked it.

Room Tip: 1) ask for rooms towards the top of the building for the best views 2) ask the porter to explain th...
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  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Oaktree185
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chelmsford, United Kingdom
Level Contributor
16 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 5 October 2013

We checked in on the 23 of September and not being new to Cape Town we had a great view ( not facing table mountain ) shame , apart from that the noise was ok until it came towards the weekend it's fine but it is noises but what would you expect being on long street , hotel staff excellent could not ask for any thing else we really was helped in every way and really enjoyed there good chat ......

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Bigd P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Johannesburg, Gauteng, South Africa
Level Contributor
26 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 3 October 2013

Stayed at Pepper Club and used the conference facilities for business. What struck me was the exceptional service. Every request was attended to promptly and efficiently. Rooms were comfortable. Some minor maintenance needed but all in all a very pleasant experience.

  • Stayed October 2013, travelled on business
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Michael B
This review is the subjective opinion of a TripAdvisor member 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:
#21 Spa Hotel in Cape Town Central
#39 Business Hotel in Cape Town Central
#41 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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