Peppers Docklands

If I could rate 0 stars I would. Also to preface I have tried to contact their team numerous times with no response so I am unfortunately having to post this review. Arrived from Canberra for our stay at Peppers Docklands. Checked in and the reception staff said their card reader wasn’t working to take our room deposit, so they took down my partner’s card details. Then when opening our door for our room, the bed had been slept in and there were dirty towels on the floor. Went down to reception and they did not look surprised in the slightest, and gave us a new room key with not even a sorry. When opening the door to the second room there was a couple laying in the bed, (who obviously were feeling very violated). We apologized profusely (why on earth can they code their key cards to be able to open doors with people in them, huge privacy and security violation) When going down to reception again they went to give us another room and offered a 20% discount which would get refunded onto the card they took the details for when we checked in. When we went into the THIRD room there was no hot water for the entire 3 day stay. When asking them upon checkout about the refund, reception staff said it would be refunded shortly. We stayed there on the 10th of April 2026 and over a month later to no surprise, the money hasn’t been refunded. After following up via phone twice and being told this will be dealt with, I have decided to leave this review to warn others. Extremely poor customer service and no remorse from the team at Peppers. Another 2 couples came on the trip and also stayed at Peppers and had no hot water, had the same promise of a 20% refund which hasn’t been provided and were charged for parking after the stay when they were told it was included in the price. Do better and do not stay here.

Very disappointed with our stay at Peppers Hotel. The staff were extremely rude and even made faces when we politely asked if we could go to the swimming pool. To make things worse, the pool was located in the next building, which was very inconvenient. We also had to use the gym toilets to get changed, which was uncomfortable and poorly organised. There were also no phones in some of the rooms, making it impossible to contact reception directly when we needed assistance. Instead, calls were answered by an outside service that then had to guide us or transfer us, which was frustrating and inconvenient. There was no water provided and hardly any staff around to help. We had 4 large pieces of luggage and when we asked for assistance, we were told to push the luggage trolley ourselves if we wanted to use it, which was extremely disappointing service for a hotel that claims to be high quality. Overall, the experience was frustrating, unwelcoming, and far below expectations. We definitely shouldn’t have bothered staying there and would not recommend this hotel to anyone.

My mother recently stayed at this hotel, and overall she was happy with her stay. The room was comfortable, the hotel was clean, and the staff were generally friendly and helpful. However, I had a disappointing experience when I called the hotel shortly after my mother checked in. I asked if I could speak with her, and the staff member told me that the hotel did not have phones in the guest rooms, so they could not connect me to her. What made this more frustrating was that two days later my mother called me from a phone in her room. She even showed me that there was indeed a room phone available. This left me confused and disappointed, as I was given incorrect information when I called. If the staff member was unable to transfer calls for some reason, I would have appreciated an honest explanation rather than being told there were no phones in the rooms. While my mother's stay itself was pleasant, the misinformation I received from the hotel affected my overall impression. I hope the management can improve staff communication and ensure guests' families are given accurate information in the future.

When we arrived, we were greeted by already angry customers but waited our turn and was told our room would take some time (we requested early check in) this was fine but when we got into the rooms, the beds were so sunken in that the springs were digging into our backs. We only stayed 2 nights but we had to be moved to 4 different rooms due to the beds and tvs not working. The pool and gym is in a completely different building. I would not even call this place 3 stars. The breakfast was despicable and didn’t have many options. All pastries felt like 3 days old and completely stale. There is no room service and the restaurant is not open for other meals. Very disappointed. I would not stay here or recommend anyone else stay here. PS, what 5 star hotel offers plastic cheese?