Peppers Soul Surfers Paradise

Location was fantastic. The rooms were good.

The TVs in each room didn’t work. We called the front desk and they said they don’t work. Great. No towels for pool swimming.

We arrived at Peppers Soul Surfers Paradise at around 11:00 pm on 5 May 2026 after a delayed flight and transfer, already exhausted from a long day of travel. This was meant to be a special 5-night stay to celebrate my 60th birthday with my family, which made the experience that followed even more disappointing. At check-in, we were initially attended to by Nicole Costa, who informed us that a A$300 pre-authorisation via credit card was required. I presented my credit card, which is a numberless card designed for added security when travelling overseas. As she was unable to proceed, the matter was escalated to the Assistant Manager, Matthew Cole. Matthew repeatedly insisted that my card was “not a credit card” because it did not have numbers printed on it. Despite explaining that this is a valid credit card with enhanced security features, he continued to question its validity and claimed that a card with printed numbers was required under the terms and conditions. No such requirement was clearly stated, and he was unable to provide a proper explanation. The situation was eventually resolved when the card was processed using another terminal, and the transaction went through successfully. When I requested an apology for the earlier incorrect assertion, the interaction escalated. Matthew became defensive, denied his earlier statements, and repeatedly threatened to cancel our entire booking, telling us to find alternative accommodation at that late hour. This was highly inappropriate and distressing. When I pointed out that his conduct was insulting, he accused me of threatening him, which was untrue. He continued to challenge me to make a complaint and reiterated that he could cancel our stay. This entire interaction was witnessed by Nicole Costa. The check-in was eventually completed, but the overall experience remained unwelcoming. This was far below the standard expected of a property of this calibre, and particularly disappointing given the significance of this trip. I hope management takes this matter seriously, provides a proper explanation, and ensures appropriate staff training. A sincere apology and service recovery would be expected.

The room was fantastic. we loved it!

the entire spa area and wet area on L3 was awful. it was tired, dirty, never cleaned the entire time we were there. Hard Solo cans left around trhe pool and sauna area and were not removed in the 3 days we were there. Cockroaches in and around the area. The shared showers were mouldy and unclean and tiles falling off the wall. The toilets in the reception area were VERY unclean. NOT what i would expect from a "Peppers" It really lets this place down.

Good stafff

The card swipe weren’t working for the rooms

The property’s close proximity to shops, restaurants and the beach is a huge plus Indoor pool was big and very clean. Spa was enjoyed by the whole family

Nothing

Unbelievable view and location is the best on the GC . Parking easy

Nothing