Peppers Broadbeach

We stayed for a family break over the new year’s period. The location of the hotel was the main attraction since we have been to Broadbeach before. First impressions weren’t great. The young receptionist at the tower 1 reception desk was less than enthusiastic and uninformative. Then it struck me, this wasn’t really a hotel in the sense of a hotel. It was more so serviced apartments. In saying that, our room was ‘forgotten’ about for 2 days in our weeks stay and was not serviced or cleaned. Not ideal. Overall the room was in good condition and the view stunning. The room was clean enough but the carpet quite dirty. As mentioned, a disappointment was the fact that this was not a real hotel. The atmosphere around the pools were dead and the spa pools were occupied by the same families for hours on end. We didn’t get a single minute in there. As we all know, there are certain people laying out towels around the pool early morning and basically selfishly claiming the place for themselves. Also, because it’s not a hotel, you couldn’t order any food or drinks at the pool. It was dead and boring! There was no one at the pool, except the odd maintenance men. Another thing, the corridors and the basement lift area stank!! Really bad weird drain smells that loads of guests were talking about. This was not good and really affected my overall view of this accommodation. So, to recap, good location, satisfactory room, bad service, do not expect a hotel experience at all. Will I return or recommend? Probably not.

The room itself was beautiful; however, the service provided was completely unacceptable and well below the standard expected of a hotel of this level. We stayed for three nights — two nights for wedding preparations and the final night as our honeymoon. What should have been a special and stress-free experience instead became frustrating and upsetting due to repeated failures by front-desk staff. At check-in, I was informed of a bond amount that was significantly higher than what had been explicitly confirmed over the phone prior to arrival. As my husband who held the card used for the booking was in NSW at the time, staff refused to accept a digital card. The bond exceeded $1,000, which I did not have available on my secondary card. The situation was handled in an extremely unprofessional manner. The receptionist suggested that I ask one of my friends to cover the deposit. This comment was inappropriate, unreasonable, and made me feel embarrassed and uncomfortable. My husband, who was already on his way to the airport, was forced to pull over on the freeway to provide card details so that we could proceed with check-in. Once the payment issue was resolved, the service continued to deteriorate. We were given room keys without any explanation of where the room was located or which tower we were assigned to. No offer of assistance or luggage trolley was made, despite us clearly struggling with multiple bags. When we attempted to use the keys in the lift the keys did not work. I had to leave our luggage in the lift and return to reception, only to be told we were in the wrong tower — located in a completely separate building. This level of disorganisation, lack of communication, and absence of basic customer care is unacceptable. I was hosting my hens party that evening, and this experience caused unnecessary stress during an important life event that cannot be repeated. I forgot to mention that our apartment was NEVER serviced. Based on this experience, I will not return to this hotel and cannot recommend it to others. Management should seriously review front-desk training, communication standards, and guest handling.

The room we had was newly furnished, very nice. Great views to surfeited. Reception very accommodating probably because it's not school holidays yet and not that busy. Our 2 bedroom apartment was big and roomy and everything we needed. No daily room service but if we needed anything, they provided it. Pool area very nice.

Everything was perfect. A special shout-out to Madi and Isaac for taking such wonderful care of us throughout our stay. They were super friendly and professional. The hotel is in an excellent location, just steps away from the beach and the shopping centre. If you are looking to enjoy stunning ocean views and a truly relaxing stay, do not hesitate. Peppers Broadbeach is the perfect choice.

Great location. Apartment was spacious, clean, quiet and everything we needed. View was great (we were in the front tower 1). Comfy beds. Would definately stay here again.

On arrival staff were really friendly and accommodating. It was walking distance to everything; the beach, cafes, restaurants, Pacific Fair shopping centre and the Star Casino. I was in an Ocean Suite and the views were beautiful. The only downside was that my room wasn’t cleaned thoroughly. I found food in freezer, sand on couches, bandaid on a desk. As a housekeeper myself I pay big attention to detail and feel like a bandaid on desk shouldn’t be too hard to miss, especially if you are wiping it down. The bathroom was great, loved the big bath and shower. Kitchen had everything you needed for a short or long stay. I loved the choice of two pools, spa, sauna etc. Sometimes you’d get the pool all to yourself if it wasn’t too busy! Overall I enjoyed my stay here.

Feels overpriced for what you get. The parking structure is a complete nightmare, and it takes about 10 minutes just to get down to the parking for the hotel. The room itself was decent, but there was a strange smell in the hallways. There’s also no housekeeping. When we called the front desk, we were told it wasn’t included in our “package,” which was so confusing. If I’m booking a hotel, I expect housekeeping - otherwise I’d just stay at an Airbnb.

We have stayed at a number of Peppers resort and have always been very satisfied with our stay. We stayed at Peppers in Broadbeach a number of years ago and were very impressed with the room, facilities and location and decided to return. Although the staff were very helpful and the room was quite spacious, we were very disappointed with the room itself this time. The room was very outdated. It didn't feel very clean and it needed a fresh coat of painted. The furniture was very old. The leather on the dining chairs was completely cracked and we didn't feel comfortable sitting on them. There were also many appliances that needed updating such as the very old toaster that was difficult to use and the kettle and a number of other items could have been updated. Considering, we had paid almost $500 a night, we were expecting a lot more in terms of the quality of the room and its fittings. This is definitely not the standard we were expecting of a Peppers property. We are travelling to Launceston in mid January and have booked at Peppers Silo. We are expecting the room to be of a much higher standard. Next time we stay in Broadbeach, we probably would not return to Peppers due to our experience and the poor standard of the room.

The best Apt-Condo in the Gold Coast. The parking was complicated upon check-in, but that's not a big deal, nobody cares where your park. The condo's are big. We had a 2 bdrm 2 bathroom for 10 days while enjoying Australia, and we definitely intend on coming back. Right on the beach, with the best Cuban food, Mexican food, and Japanese food. The views are spectacular and the staff do their best to accommodate their guests. 5 stars. Perfect stay!

LOCATION, LOCATION, LOCATION! We were sent an email prior to arriving stating there would be a parking area for check ins (that is non existent). We drove into the parking station and that's where the confusion begun. To park and make your way to the tower is not easy but we are on holidays so who cares #firstworldproblems The staff were friendly and helpful at reception. We have a two bedroom apartment with ocean views and WOW the apartment is beautiful. Huge rooms and bathrooms and big balconies to drink in the sights of the Gold Coast. Love this place!

You build a so call resort hotel with no breakfast offered, no room service OR in house dining. Lame. And you're stupid curved poorly designed panoramic rooms give me vertigo. I suppose I'm supposed to sacrifice traveling conveniences for a big room where I get charged seven dollars to use laundry soap. Lol. Ya, no thanks

We were unfortunately let down by our peppers experience. We were excited in the lead up, the reviews on tripadvisor looked great, and I do like when a property respond to their reviews, but our experience was not consistent with all the positive things we read. I do note the irony in that this place wins awards for service. You can see my other reviews to know that I'm not typically a hard marker. We are regular gold coast visitors, and like the broadbeach area. Part of the appeal of the hotel is its location and facilities. There were many positives, the rooms were large, very modern and new and well equipped, full kitchen, huge fridge, full laundry etc. If I can sum up the service it is that they seem to have been trained to be 'nice' and not actually know how to give service. Certainly not Five Star service. I noticed when booking through their website that there was some maintenance in some pools, essentially closing them, but this was due to be completed before we arrived. I also called the day before arrival mentioning I knew there was two towers and we are going up there for some swimming and sun, and asked about the pools in each tower and requested to be placed in the one which they said was slightly better. When we arrived we were handed a note from 'body corporate' about maintenance, which we read at the room, and also got to our room to see we didnt have a twin room, which we had requested in the original booking, and they (voluntarily) confirmed when I spoke to them the day before arrival. We went back down to ask for the bed to be changed and they said 'oh you don't need to come down to request that, just give us a call' to which I mentioned we actually had already requested it twice. We also then mentioned that we were disappointed the pool would not be available for half of our stay, and could we move to, or use the other tower's pool. Which they said was not possible. When I mentioned that we called specifically about the pool, and had checked to see an update on the website (which was not there) there was only apologies. They told us we could use the beach, which she then acknowledged had been closed due to high seas lately. We were told there was nothing we they could do, how is this five star service? All we were wanting to do is use one of the major facilities people would want to use in the gold coast. The front desk member said they would speak to the assistant manager and I asked her to call us and tell us what was the response, and we never heard back. The property also promoted Ipad use in the room, and in house movies. The iPad was never mentioned, and the movies did not work until we called to get that fixed, and then our TV system broke down as well. As you can see we probably had a less than great run of luck with certain things, but its times like this the service should make up for it. And here, it was nothing but pleasantries, just being nice is not good service. It would be fair to say we were annoyed during the stay and were then on the look out for other things, and noticed that during housekeeping, things like bedside tables would be left crooked or on weird angles, with some of the linen poorly tucked in. On our next trip we are likely to go to the QT again, who understand and enjoy service.