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Reviewed May 25, 2008

We stayed at Peppers Hepburn Springs Retreat on a gift voucher and had fairly high expectations after looking on the website and from the "Peppers" name. We booked a Garden Spa Room via email. It has to be said the hotel is planning a $6 Million refurbishment which included the demolition of the rooms we were staying in, hence the disappointment that followed

We arrived after driving from Melbourne, but we couldn't find reception. After a second passing of the main building we saw a small sign indicating where reception was. Check in was fine, although directions to the room were a little sketchy.

We walked into our room and immediately thought we had been given the wrong room type. We checked the email correspondence and realised this was indeed the right room.

There was a King bed and a single bed against a wall. Why there would be a single bed in a room at a Hotel that caters to the Melbourne weekend couple market is baffling. I highly doubt the single beds will return in the suites that will replace these rooms. The single bed also blocked the door to the balcony, leaving a gap of only 30 cm to get out. Not only is this below standard at this type of property, but would compromise safety as the sliding door was locked with no key provided to open it. The king size bed was comfortable and the electric blankets were nice and cosy. The radiant wall panel was the main heating source, but there was a in-wall air conditioner (presumably for cooling in summer), a Vulcan wall-mounted fan heater (like the ones from primary school) and a decommissioned honeywell thermostat dial (not sure what that could have been used for as there was no underfloor heating)

The decor was ok, but if you put a floral duvet on the bed, you'd think you were staying in a 3 star best western. We were SHOCKED to find the glasses in the bathroom were wrapped in paper bags (see photo)!!! We were surprised the toilet seat didn't have the "Hygienically Cleaned" sash as you would find in most roadside motels. The TV was a 51cm LG tube model, again I assume flat screen TV's will be standard in the redevelopment

The bathroom was again below standard and was very small. There was no floor insulation or heating, and when it is 3 degrees outside, your feet get very cold. The shower screen was cheap aluminium and the shower plastic was your basic plastic mould type (see photo). The towels were also very disappointing, very thin and not very big. When you stay in a cold climate hotel, nice big fluffy bath sheets would be expected. Same goes for the un-ironed waffle weave bath robes (see photo). These are more suited to tropical climates, not the tail end of the great dividing range.

The buffet breakfast was nice with a decent selection for the size of the Hotel. Dinner was pretty good using lots of local producers. The desert we had (Sesame Icecream) was fantastic. The gardens were nice and the main building, while in good condition, looked a little tired. The staff were friendly and helpful, but the service lacked finesse and polish. The free WI-FI was welcomed, although cumbersome to use as a username and password was required from reception which closes at 9pm.

As these rooms are being demolished in September 2008 we can understand why these rooms are what they are. However the website imagery promised so much more. I would highly recommend waiting to visit this Hotel until after the redevelopment or choose to stay at the many privately owned guest houses/villas etc in the area which represent much better value for money.

Date of stay: May 2008
  • Trip type: Traveled as a couple
    • Value
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Thank MisterMMelbourne
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Jessica W, General Manager at Peppers Mineral Spring Hotel Hepburn, responded to this reviewResponded November 8, 2017

Thank you for your review

Kind Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 14, 2007

Stayed for 1 night in winter in the honeymoon suite...room was everything we could have expected well laid out and had a great spa.

Reception was so helpful and freindly, top marks.

Resuraunt was very accomodating and food was top quality.

Spa was sooo relaxing, it snowed while we were in the outdoor spa....awesome.

Reccomend to go mid week as the spa was quiet and felt like we had the place to ourselves!

Date of stay: July 2007
  • Trip type: Traveled as a couple
    • Value
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4  Thank UdiAussie
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Jessica W, General Manager at Peppers Mineral Spring Hotel Hepburn, responded to this reviewResponded October 15, 2017

Dear Udiaussie

Thank you for your review. pleased you were able to visit the spa and enjoy the snow!

Kind Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 2, 2007

What a disappointment! Thank god it was only for one night! My partner booked a spa room package including Dinner at the Restaurant at Peppers and Breakfast. He paid around the $600 range (I think it was more) and also booked a package at the spa (about an extra $300-$400).

The room was nothing short of a shock to say the least. There was enough room to walk around the bed and that was about it. The bathroom was old but ok with a spa (reasonable size) in it. Regardless - we were there to enjoy ourselves but felt like we were in a 3 star hotel in the 70's. We went to dinner which could only be described as disgusting! The service was on par with the food especially after we asked the waitress was she ok and the reply was - it's been busy and I am not supposed to be here so bad luck! We went for a drive around to get some food as we couldn't eat what had been served and arrived back at Peppers, still with high spirits to have a relaxing spa. NO PLUG!!! Called Reception and blow me down there was NOT ONE PLUG IN THE WHOLE PLACE!!!! So there goes the relaxing Spa Idea. Then the next little treat from Peppers - a rattling heater all night and a bonus - the clock doesn't work either!! We awake the next morning and decide to attempt breakfast. We open the door and here is a plug! Unbelievable!! Wonder what time that arrived? I guess we weren't alerted to what time it was so we couldn't argue about paying the extra for a Spa Room! Go to breakfast which was another disappointment seeings the hot food was barely cooked and there was very little else on offer. We decide to pass by Reception and fix up the account.

The rude guy on reception (who we had just watched pass on a $700 account to an elderly couple who were really upset as they hadn't had half of what they were billed for and couldn't convince this arrogant guy to believe them) argues that regardless of being able to use the spa in the room we had a spa room and that is it. My partner finally gets a reduction (that didn't match the upgrade cost for a spa room) and we are then reprimanded for being late to the Spa facility. Apparently we were supposed to be there at 9 am and in our Arrival Letter were booked in for 10.30. We let this jerk know about the letter and he demands to see the letter. We didn't bother as we were over PEPPERS and collected our things from the room and headed towards the Spa. At this point I am beginning to wonder what all the fuss is about in "Spa Country".

Go to the Spa - reprimanded again about being late until we present the letter and are advised that the hotel is hopeless and they do this all the time! On a brighter note - what a fabulous spa! Great Wet Room and fantastic Massage.

I would go back to the Spa anyday but never ever again to ANY Peppers Accommodation. If i conducted business the way they do - I just wouldn't have one.
Save your money and just don't go there!

Date of stay: June 2007
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Check in / front desk
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4  Thank Steph23
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Jessica W, General Manager at Peppers Mineral Spring Hotel Hepburn, responded to this reviewResponded November 8, 2017

Thank you for your review

Kind Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 15, 2007

We spent a night here to celebrate a birthday. Our package was AUD 500 for one night including dinner and breakfast.

We went to the spa and had a number of treatments which were nice, but on the expensive side (Melbourne prices). That said, it was a very nice spa and the people were friendly.

Check in and out were efficient with no issues.

The room was ok size wise, but the bathroom was on the small size and the blinds could have been better. There was an very noisy exhaust fan in the bathroom that was motion activated but it stopped and started with every tiny move. A bit annoying...

Dinner was exceptional at the Deco restaurant - easily as good as we''ve had in Melbourne. Service was excellent and the food really good. Breakfast food wise was ok but service poor. Plates piled up all over the place.

I would stay again if only for the food and the chance to go to the spa.

Date of stay: September 2007
2  Thank Feeber
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Jessica W, General Manager at Peppers Mineral Spring Hotel Hepburn, responded to this reviewResponded October 15, 2017

Dear Feeber

Thank you for your review.

Kind Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 2, 2007

The Springs Retreat is overpriced, yes. However, I have been going there for the last five years with a group of exhausted mums. We love every minute of our weekend there. Yes, the bathrooms are tiny and the inside rooms are compact but I still think it is tasteful. We actually do not spend much time in our rooms anyway as we are too busy lapping up the treatments in the now remodelled Spa - which is so much better than the old facilities. You cannot miss the "soft pak" which is like a water bed where you are wrapped up like a cocoon and float off to another world. The hotel has a lovely old-world ambiance. We have already booked for this year and cannot wait. One of the mums moved back to France last year but is coming back just for our weekend at Peppers! Also, don't miss "Cliffy's" in Daylesford, a very casual relaxed providore that serves yummy lunches - and we go there every year too.

One other thing about the hotel - the staff really are lovely. Nothing is any trouble for them but, yes, they do get it wrong quite often although nothing that we have not been able to sort out in the end.

Date of stay: August 2006
  • Trip type: Traveled with friends
    • Value
    • Location
    • Check in / front desk
    • Rooms
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3  Thank Lee R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Jessica W, General Manager at Peppers Mineral Spring Hotel Hepburn, responded to this reviewResponded October 15, 2017

Dear Leer

Thank you for your useful review. We are looking into updating our rooms and will be using your feedback to assist us in our refurbishment.

Kind Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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