Checked in here for a nice overnight stay as a bit of a treat to myself at the end of a longer holiday in Townsville. Was bitterly disappointed. I have stayed at other Peppers resorts across Australia, and at other 5 star hotels in Australia and throughout the world, but never have I seen anything as atrocious as this place was.
My bad experience started with reception. Checked in with 4 large bags and a toddler in arms. Whilst I was obviously struggling, no one offered to assist me to my room, and directions were vague and unhelpful, "just head down that way and up the stairs and you will find it"
When I eventually managed to get to the room itself, it smelled like vomit and as though other bodily functions had been left to sit in the toilet for days. The cleanliness level itself on the surface was satisfactory, but a spray of air freshener would have done wonders. Other details such as marks on walls, paint peeling on the ceiling of the bathroom, stains on the sofa, and dirty windows leading onto the balcony were disappointing when one is paying a premium to stay in a 'luxury' resort.
My 'view' was of the IGA/ferry terminal carpark. Meh.
The room initially appeared to be tiny, but on awakening I realised that it was just from bad positioning of furniture, ie desk placed up against balcony door, leaving a 30cm gap to exit the balcony.
TV reception was pitiful, could receive a blurry channel ten and nine, and a good sbs. I think there was a sports channel and fox 8 but it was too blurry to tell. Across the road at the ferry terminal they had a display tv set up with crystal clear digital reception, so poor reception should not be an excuse.
There is still no in room information available and looking at other reviews, this seems to be a long term problem. This would have been useful to help with exploring the island, the baby and I went for a walk in both directions, but anything interesting seems to be 5+ km away.
There is no wifi available, perhaps in an attempt to stop people posting poor reviews on sites such as this.
The swimming pools are nice to look at, but not heated in winter, and there is no spa or jacuzzi alternative for a bit of warmth.
The buffet breakfast was not of the standard of other Peppers breakfasts I have had in the past, the yoghurt was warm, the hot food was cold, only two choices of cereals, the bread was stale. The fruit platter was 3/4 empty when I arrived, and remained so until I left some half hour later, as no one was topping it up.
To top it all off I ended up with food poisoning or gastro either from the disgusting breakfast, or from catching the illness that the person who used the room before me obviously had from the lingering smells.
SO thank you Peppers. Never ever again. I have stayed in cheap roadside motels that were better than this, and without the intense disappointment.
I have never written a review like this before, but hopefully this will serve as a warning to others, NOT to stay here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I was very disappointed to read your review as I have just recently returned from a short break and going through our guest comment cards, they painted a different picture. so I do deeply apologies for troubles you encountered at our property.
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Our in room compendiums have been completed and in the process of being returned to all rooms, thank you for letting us know your room had been missed. Also I believe there has been a nasty stomach bug going around which I also was unfortunate to fall victim before leaving on my leave so I feel your pain and hope you are feeling better. Our breakfast buffet offered is normally of a high Peppers standard and I will be looking into this further with the Chef and Restaurant manager.
I deeply apologies for your experience and would love to speak with you in person to discuss this further to retain what steps were taken to rectify this issue.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.