Peppers Beach Club

“Missing the finer details of a 5-star hotel”

Our second stay at Peppers, but not the quality we came to know from our first visit Check-in was a little slow and missing some key details. We were told we were in room 15, but not what level, for example. We were also asked to park in our allocated carpark. Once we figured out which floor we we… more

Our second stay at Peppers, but not the quality we came to know from our first visit Check-in was a little slow and missing some key details. We were told we were in room 15, but not what level, for example. We were also asked to park in our allocated carpark. Once we figured out which floor we were on, we went hunting for our allocated carpark, which, as it turns out, didn't actually have an allocated carpark. With no lift or luggage assistance, I lugged our luggage up the 4 flights of stairs to our room. I am a stronger woman for my size, but I feel a luggage service should have been offered at check-in, especially for a five-star resort. On immediate entry to our spa suite, the room appeared clean and tidy, however closer inspection showed rubbish (chocolate wrappers) left behind the cushions of the bench seat, and rendering/tiles on the outside of the spa were cracked and shattered on the ground of the balcony. We also found a number of hairs in our "clean" towels on the first night (this happened on one other instance during our 3-night stay). We also found that, due to the flooding valve on the spa being so low, the spa couldn't actually hold enough water to cover our bodies. (On our last visit, the spa plug didn't seal. I wouldn't bother with a spa suite again). The breakfast was perfect and absolutely worth the additional charge. The staff at KoKo were also very friendly and provided great service. Unfortunately, the limited menu and drinks pricing deterred us from utilising the restaurant further during our stay. Despite being in a dark corner of the resort, the fitness centre, though small, provided enough of the basics to build a good, functional training session. I, personally, just opened up the sliding doors for a bit of airflow and got a great session in. There is a local gym (casual fee $20) close by if you are missing your heavier lifting equipment, though. The pool couldn't be more perfect; deep and long enough if you want to swim laps, a beach entry perfect for families and kids to enjoy the water and sand, and also a number of pool toys to help you chill and truly lap up your surroundings. Though a number of reviews suggest it's too noisy with children, we found a perfect balance between luxury resort ambience, and the innocence of little ones playing (with up to a dozen children in the pool area at any one time during the day). Peppers is the PERFECT location; a short stroll to Four Mile Beach, only a short walk to reach a number of hiking paths in the area, and is the perfect distance to strut into the town centre for a fantastic meal in one of the MANY local restaurants. Is Peppers perfect? Definitely not. Would we stay again? Absolutely!

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“Nice resort, great for families.”

This is a lovely resort but mostly for young families. The pool is a great spot to relax and watch your children. If this is you then it’s a definite. If you are a couple, however, I wouldn’t recommend it, (as the pool area (which most apartment balconies face), can get very noisy with kids from … more

This is a lovely resort but mostly for young families. The pool is a great spot to relax and watch your children. If this is you then it’s a definite. If you are a couple, however, I wouldn’t recommend it, (as the pool area (which most apartment balconies face), can get very noisy with kids from early morning until around dinner time. So time on your balcony is not the most quiet. If that doesn’t bother you then you should be fine. If you feel like watching a movie late at night on Netflix , their SmartTV is very old and you need a long cord and a plug which goes into your phone to watch anything. Ours wouldn’t work and that was frustrating.

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“Nice place but too noisy”

Stayed here recently and overall had a mixed experience. The hotel itself is nice and well-presented, and the location is quite convenient—about a 10-minute walk to the main shopping area. Underground parking was also a plus and made things easy. However, most of the rooms surround the pool area, … more

Stayed here recently and overall had a mixed experience. The hotel itself is nice and well-presented, and the location is quite convenient—about a 10-minute walk to the main shopping area. Underground parking was also a plus and made things easy. However, most of the rooms surround the pool area, which unfortunately made it quite noisy. There was also a constant issue with doors slamming, which echoed throughout the building. On top of that, noise from the room above was a real problem - there was a lot of stomping and what sounded like furniture being moved late at night and again early in the morning, making it hard to get a decent night’s sleep. One unusual design feature was the frosted window between the shower and bedroom. It might look modern, but in reality it wasn’t very practical—if someone used the bathroom during the night, it lit up the bedroom. On the positive side, breakfast was lovely, and the chef stood out as the friendliest and most welcoming staff member we encountered. Overall, a decent stay with some good features, but the noise and room design would make us think twice about staying again.

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“Lost my booking details in their central booking system and allowed unknown signatures on the bar bill.”

I stayed a Peppers Beach Club Port Douglas in April for 6 nights, I booked the room online through their website, a week prior my daughter had also booked a seperate room in her own name for the same dates. Neither of us received a confirmation of our booking although credit card charges were made… more

I stayed a Peppers Beach Club Port Douglas in April for 6 nights, I booked the room online through their website, a week prior my daughter had also booked a seperate room in her own name for the same dates. Neither of us received a confirmation of our booking although credit card charges were made so we did, in a way have a confirmation, when we rang to check our rooms were confirmed and to ask for email notification we were directed to phone central booking, they had no confirmation of our room booking and could not find any record of it, we again rang the resort and were assured they did in fact have a booking and "not to worry", however they could or would not provide an email confirmation stating this wasn't possible as they couldn't override their booking system. We weren't happy but accepted since the card payment had been taken our rooms were confirmed and on arrival there were no issues, except to say both rooms had been registered in my name even though the bookings were made a week apart in two different names. That issue was overcome, the resort was pleasant enough, close to town, clean and staff were very friendly and helpful, we ate breakfast on one day which was plentiful and fresh, housekeeping was ok. When it came to check out we were provided with a print out of our bar / restaurant tab, the receptionist asked if I agreed with it which I didn't because it seemed a little high, however as we had 3 adults staying in our room all had signed for something over the 6 day stay so we paid and didn't question at the time. However one of our rooms guests later advised they actually had not used the bar/restaurant tab, this raised a question of cost so we returned and requested the chits we had signed during our stay, on scrutiny we realised someone in a totally different room to us had charged our room with $200 worth of drinks over the period of the week, we discussed this with our extended group who had other rooms in the resort and realised that a person staying in room 220 had been signing their chits with their name ( not the one my room was booked in). I raised with the occupant of room 220 who reimbursed me. Upon checking my credit card statement after my return I rang the accounts department to discuss and spoke with Andrew, my point was to simply make them aware that this situation had occurred, if it happened to me its probably happening often, unfortunately Andrew was extremely dismissive and advised its the guests responsibility to check their bill before paying and raise any concerns at that time, I disagreed the chits were signed in a totally different name from someone not staying in our room, I asked what checks they had to ensure guests weren't just plucking a room number from the air, at this point Andrew felt the need to completely talk over my conversation and dismiss my concerns as customer error. This was not the customer service I was expecting, he advised in all his years of experience (listing several well known hotels) it is common practice to accept any name/signature or room number provided by guests and errors should be picked up and disputed by guests on check out advising its too big a job for staff to monitor. My reason for writing this review to highlight the disorganised way our booking was handled and the slaphappy way our bar/restaurant bill was monitored, I believe since a name / room number and signature is requested with each purchase its the responsibility of staff to ensure these details match the room booking and if that's a service that can't be provided all signed chits should be supplied on checkout without having to request them. Andrew finalised our conversation by saying he would raise my concerns with management, however I very much doubt this is going to happen. Would I stay there again? probably but I'd be a far more diligent and demanding guest.

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