Do not stay at this hotel. The hotel itself is fine, but the service is rude and unapologetic.
We stayed at the Pepper Club in late Dec 2010, it was booked as part of a package by a travel agent and we were told it was a brand new 5 Star hotel. We looked into the reviews and TripAdvisor and questioned our travel agent since the feedback was questionable. She assured us that it was a 5 star hotel and that many of their guests loved it.
On arrival, the valet did not come to open the doors or help with the luggage until we were already out of the car and unloading bags ourselves. They gave us attitude checking in because they did not have the paperwork about our arrival and booking via Abercrombie & Kent/iExplore.
When the driver/guide went to the concierge desk to get a map for us to walk around with, the concierge was busy, so he reached around to get a map himself (he's a regular guide/driver with A&K and wearing a name tag), she looked as if she could dismember him with her eyes. It was way beyond a glare, we were all taken aback, and then when she was available - oh, I don't have any maps of the V&A Waterfront area (the #1 place to go in Cape Town). She was so rude, and continued to be the 3 days were there. In the mornings as our guide would wait for us, the valet would not let him park in front of the hotel only across the street.
It is a relatively new hotel, it was opened last year for World Cup travelers, and it still has little things that have not been finished - in the kitchen/wet bar area, the mini bar did not have the locks installed yet, so every day they put bright yellow zip ties to keep track of whether or not you had been in the mini bar, and for some reason, they also locked up the glassware. It is minor item, but it is definitely NOT 5 Star.
The room is fine, until you realized that it was very poorly constructed for all seasons. Summer in Cape Town is constantly windy, at near gale force, and the doors to the balcony screeched from the wind coming through the badly insulated doors. This seemed ok at first, but by the 3rd day, we were exhausted from being woken up in the middle of the night from the noise. We even tried leaving the door open while we slept. We complained on the 3rd day and asked if something could be done while we were out, they sent maintenance up as soon as we went on our tour for the day. On returning to our room, we discovered that their solution was to TAPE the doors shut with black electrical tape! Unbelievable. An eyesore, we can't enjoy sunset from our balcony, and it only muffled the wind. We could still hear the tape buckling under the force of the wind. After long days of touring, this was not a restful place to return to.
The wifi didn't work in the rooms, after calling several times, I just gave up. We used our own and have just discovered it cost more than the hotel for an hour of use. The gym had nice equipment, but the floors were visibly dirty and there were no towels. They had to get them from housekeeping, which took a 1/2 hour.
At breakfast, another family had special dietary needs and the kitchen took forever to accommodate them, and then the server blamed the guests for not ordering earlier.
The customer service is truly horrendous. On the last day, we met their new president in the lobby, who had been brought out of retirement from another 5 Star hotel, to help save them. I would say the man has a very rough year ahead of him.
The Pepper Club does have a very nice beach club in Camps Bay, which was wonderful and it is under separate management. We met the Beach Club managers and they had heard many complaints from other guests, which was accentuated by the "free shuttle" from the hotel that never showed up. We took a taxi back to the hotel.
Do yourself a favor and stay in the V&A waterfront area, it is a little touristy, but it is where most of the restaurants for dining are anyway. The other option would be to stay in Camps Bay which is a wonderful area, at the edge of the city with a beach and boardwalk-like atmosphere.
- 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