Pepperclub Hotel — Hotel in City Centre

I rarely go through the effort of writing bad reviews, unless it's a horrendous experience, this is for the hotels Cayenne Spa.

There's a lot to say and I don't know where to start. My husband booked us an "Soul of Africa Body Journey 90 min package" via the app Hyperli. We tend to try out a lot of spas, until we find the right match for a city when we travel.

Booking was efficient and we were offered the private couples suite, things started going downhill once we arrived.

Our reservation was for 17h30, we arrived early and hotel front desk escorted us due to the spa not answering the phone. We were given forms to fill in. After about ten minutes of sitting, my husband went to enquire about the waiting time and if someone will collect the forms since it's already past our appointment time. We were then told the therapists were running late. He had to ask for a bottle of water, keeping in mind that there's a heatwave today. We were not offered any refreshments upon arrival (which is standard in any spa).

We were then sent to the bathroom to change into thin white see through gowns, where other guests had thick, grey towels (as also seen on their Instagram, it looks like the standard gown). My husband went to ask for clarification regarding where to wait afterwards, there was no effort of clear communication.

The treatment began circa 30 minutes late. We were then escorted to the couples massage suite. At first it looked good, until he wanted to use the toilet located inside of the private suite. As soon as the door was opened, we were grossed out. There was a filthy white towel full of what I assume is makeup, and something that either looked like a dirty mask or underwear on the wet floor. We ended up not using it.

We proceeded to lie down on the therapy table, already feeling defeated. The massage therapists walked in silently. They immediately started massaging us with no warning or greeting. I'm accustomed to a brief introduction and a brief explanation about the treatment, benefits and oils used, or atleast some communication on how the session will go.

When they did finally speak (either to tell us to turn around), they sounded tired, and frankly it felt like mine was annoyed to be there. Everytime walked away we had no idea what was happening or how long it would take. I'm used to being walked through some treatments before moving one.

Another key moment was when I felt hot oil running down my back with no warning, I jumped a little. Normally you are aware of what to expect, but it felt like everything was rushed. The massage was okay in general, professional but felt really cold to the customer. It did not feel like we were welcome there.

After the massage ended abruptly, we asked the front desk if we could have a next day pass for the swimming facilities / sauna since they began late and were closing soon + and they said no. We basically had none of the access to the spa facilities due to the time mismanagement on their side.

We decided to go to the swimming pool deck and swim with the little 10 minutes we had left over until we had to leave (delay basically set us back for dinner plans that we already planned along with sauna/swim time).

As soon as we stepped on the pool deck, we realized we made another mistake. Previous swimming guests all left except for 3 people, sometime during our treatment time, but all the pool loungers had wet towels strewn all over, no empty loungers and clearly not sanitized. There were no dry towels available and it looked filthy around the pool, the wet floor was fine but a lot of the loungers had soaking wet towels.

We finally decided to leave some gratuity at the front desk and leave immediately. We left feeling disappointed, somewhat ignored and grossed out. This was the most frustrating and disappointing experience I have ever had at a so called 5 star hotel spa.

I will attach some photos which say a lot more than what I can say respectfully. Feel free to look through the photos if you click...

During my recent visit to Cape Town, I had the pleasure of staying at the Pepper Club Hotel, and it truly exceeded my expectations in every aspect. From the moment I stepped into the hotel, I was greeted with warmth and genuine hospitality.

The location of the Pepper Club Hotel is superb, situated in the heart of Cape Town's vibrant city center. It offers easy access to popular attractions, shopping districts, and a wide range of dining options. Whether you're looking to explore the bustling streets or enjoy the breathtaking views of Table Mountain, this hotel serves as an ideal base for your Cape Town adventures.

The hotel itself exudes luxury and elegance. The interior design is modern, chic, and tastefully decorated, creating a sophisticated ambiance throughout. My room was spacious, beautifully appointed, and provided all the comforts one would expect from a five-star hotel. The attention to detail in the room's design and amenities was impeccable, ensuring a truly indulgent and relaxing stay.

The staff at the Pepper Club Hotel deserves special praise. Their professionalism, friendliness, and attentiveness were remarkable. From the front desk to the concierge and housekeeping, every member of the team went above and beyond to ensure a seamless and memorable experience. They were always ready to assist with any requests or provide valuable recommendations about the city's attractions and activities.

One of the highlights of my stay was the rooftop pool and bar area. The panoramic views of Cape Town from this vantage point were breathtaking, especially during sunset. It provided the perfect setting to unwind, sip on a refreshing cocktail, and soak in the beauty of the city. The hotel's fitness center and spa facilities were also top-notch, offering a range of amenities and services for guests seeking relaxation or maintaining their wellness routines.

If I were to offer any constructive feedback, it would be regarding the dining options within the hotel. While the quality of the food was excellent, I felt that the menu options were somewhat limited. However, with Cape Town's vibrant culinary scene just steps away, this minor drawback did not significantly impact my overall experience.

In conclusion, the Pepper Club Hotel in Cape Town is a true gem. Its prime location, luxurious accommodations, impeccable service, and stunning rooftop facilities make it an exceptional choice for both leisure and business travelers. I wholeheartedly recommend this hotel to anyone seeking a memorable and indulgent stay in the beautiful city...

We decided on impromptu date night and took advantage of their Romantic Escape Package that they have running for couples.

On arrival, only once check-in was completed, were we notified that the area was well into a 3hour electrical blackout that was not a scheduled loadshedding event and that they had no indication of how long the black out would last. We felt this was in poor taste. The consultant checking us in should have lead with that info especially since we were only checking in for one night. We only had one request and that was for the room to have a bath tub.

We had checked in after 6pm so it was heading towards sunset. They didn't have any answers as to how long we would be without electricity, which was understandable as it was a city issue. However, there were no alternatives provided or any kind of reassurances provided, given the situation. Only upon our additional questions, the consultant suggested a room where there was a battery operated light so that there could be some king of lighting.

On arriving in the room, there was no bathtub and no battery operated lamp as was promised. We communicated with reception, who eventually arranged an alternative room with a bath tub and a battery operated lamp. This took some time, all the while we were sitting in a barely lit room. We were allocated a 2 bedroom suite with a tub and a battery operated lamp so we were settled.

The dinner was a disaster. Our reservation was at 8pm. By then the electricity had been down for 5 hours already. There was partial lighting in the restaurant so that wasn't too bad. It felt as though they were heavily understaffed though as our starters arrived 1 hour after ordering. I was assured the mains would be out shortly. After 30mins, I requested that they bring our mains and dessert to the room instead. Luckily, the lights had eventually gone on in the process. We had another long wait until we eventually called reception wrt our meal that had not yet arrived. The mains arrived after 10pm.

The massages the next morning were enjoyable. That was lovely.

There was no romantic turndown nor any complimentary drinks or arrival, as advertised to be part of the package. Complimentary use of the private cinema is on offer as part of the package but no info was provided about how we could make use of this option.

This package in theory sounds amazing. The execution thereof and service leaves a lot to be desired. Not sure I would give this hotel a second try. The first impression didn't...