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Pepperclub Hotel & Spa
Ranked #36 of 110 Hotels in Cape Town Central
Certificate of Excellence
Reviewed January 28, 2011

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.

  • Stayed: December 2010, traveled as a couple
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2  Thank DJ-NYC33
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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809 - 815 of 919 reviews

Reviewed December 18, 2010

Rating this hotel is a difficult task. For me there is no best location in Cape Town. Wherever you are, you are too far from the location you want to be. Be it, the Waterfront, Bo Kaap, Camps Bay you never want to be in the same place each night. This hotel is located next to the nightlife of Long Street and for that you suffer a little from the noise as the weekend approaches. The suites in the hotel are incredibly spacious and whilst modern and stylish the fixtures and fittings are not necessarily of the highest quality. The view from our room of Table Mountain was hard to beat though.
The service was also hit and miss. Whilst the reception and bar staff were exceptional, on our second night the room had not been cleaned when we returned to it at 6pm. We had to call housekeeping and while this is the first time this has ever happened to me in all the hotels I have stayed in, having read the reviews here, it is not a first for this hotel.
I'm hoping that as this looks a relatively new hotel, these teething problems will be resolved and this place can soon call itself one of the best in Cape Town.

  • Stayed: December 2010, traveled as a couple
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Thank sunl0unger
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 13, 2010

Right through from airport pickup to my final transfer back to the airport i was amazed, the rooms were clean, tidy and smart, not cluttered with furniture. There is a very contemporary feel to it and the decor is sophisticated. The food was prepared to high standards at all times and the staff were lovely, helpful and genuine. The location is great with good proximity to Long street and other recreational areas. The gym was well equipped and the pool on the top floor added a nice touch. It has breathtaking views of Cape Town and you won't be disappointed, would stay there again for sure!

  • Stayed: May 2010, traveled on business
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Thank M7Power
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 27, 2010

My recent stay at this highly marketed place has been very dissapointing. From wobbly tables in the restuarant, to poor quality cappucino for breakfast, to having to phone twice to get your room cleaned and all this for the price of staying at the Cape Grace, it's a joke. They should spend more of their budget on improving the management of the hotel and less on marketing. The cherry on the cake was that no-one bothered to ask whether we enjoyed our stay when we checked out...

  • Stayed: October 2010, traveled on business
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3  Thank Alfons0651
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 24, 2010

thıs was our fırst long trıp wıth my wıfe after our honeymoon and ı have planned a lot of detaıls. ı must say that we loved cape town. we stayed one nıght ın franschhoek @ le quartıer francaıs and one nıght we stayed ın camp bay area @ twelve apostles hotel. those two nıghts were amazıng. then we wanted to move closer to the cıty. and chekced ın for pepper club. ıt ıs a very new establıshment and very centrally located but staff needs to go through an ımmense traınıng. they try to gıve you a good servıce but servıce level changes from person to person. some smıle but some act lıke they dont care at all. also on our last day, somebody came to our room for cleanıng at 6:15 then another person come at 7:00 even though we had "do not dısturb sıgn" and they came back at 8:30, thıs tıme wıth a guest. ıt was unbelıevable. when we went downstaırs for a breakfast, they were very sorry and they gave us a late check out but ıt was unacceptable. there were other thıngs but overall, ı dont recommend thıs hotel. ıt ıs ın the mıddle of the cıty but ıf you have a chance, stay somewhere ın the waterfront

  • Stayed: November 2010, traveled as a couple
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1  Thank ca2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 19, 2010

We stayed just as hotel was opening. Got an excellent rate, but this was due to not all elevators working, kitchen not properly equipped. The gym room was dusty and dirty, gym toilets had no paper. Hard to find staff to help. Rooms had amazing views and the staff who were there could not have tried harder. I will give this a second chance as hopefully they will sort everything out.

  • Stayed: May 2010, traveled with family
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Thank Oaklands4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 1, 2010

Anniversary weekend trip, Lovely Rooms with great facilities and very well presented, Lovely Bubbly and Chocolate strawberries was a nice touch,

My only slight grumble was that the Restaurant was deserted and the staff negleted the outside smoking area. Was out of sight out of mind, In the morning I had to go find someone to order coffee and then to get the bill etc so not perfect.

Normally stay at the Table Bay and to be honest whilst the Pepper Club is being promoted as the hottest place to stay it is nothing on the Table Bay were the service is near the best in the world.

I wouldn't recommend this Hotel not because it was bad but because I know of better in the same City.

For a new Hotel they need to get the Cape Town Service level more on par of what is expected in Cape Town, for example when you arrive at Table Bay Hotel staff greet your car, take your luggage then Valet your car, you are welcomed in such a nice way, when I arrived at Pepper club i had to get out the car and go find luggage trolley and was not really greeted in the same style.

  • Stayed: October 2010, traveled as a couple
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Thank Spellar
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

Address: Cnr Loop and Pepper Street, Cape Town Central 8001, South Africa
Location: South Africa > Western Cape > Cape Town > Cape Town Central
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#20 Spa Hotel in Cape Town Central
#36 Luxury Hotel in Cape Town Central
#38 Business Hotel in Cape Town Central
#47 Family Hotel in Cape Town Central
#49 Romantic Hotel in Cape Town Central
Price Range: $83 - $574 (Based on Average Rates for a Standard Room)
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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