Newly refurbished and reimagined aa a Peppers. a fabulous young peoples brand (or older with good legs), this property is set into mountains amid its iconic bushland trees and views of lakes, mountains and city, no lifts just stairs. 25 min windey car ride.

Although arriving after reception had closed, i had been briefed to go to the bar to collect my key. A short wait for my key as no staff were present. Room was modern and well equiped. Breakfast was everything you might need. Checkout was fast and efficient.

The staff member at check in was awful, like needs to be fired awful - we found out during our stay he actually walked out halfway through shift. The rest of the staff were so lovely but they had so many things to have to apologise for. Meals services took hours (literally) both dinner and breakfast. But the food was fantastic when it arrived. our room was an hour late before it was ready for us. Rooms are nice and clean and comfortable. I think the issue was lack of staff across the board. If they sort that out I think it will be a lovely stay.

Two nights at a wonderful new refurbished facility

Friendly, efficient reception then directed us to a lovely refurbished room with views. Our evening meal was excellent as was the service. Very comfortable stay

Very well-appointed room. Everything worked as it should. Booking in late on day one was very easy. No information in the room about the amenities, the restaurant, the bar, etc.

We had a lovely stay with very helpful staff.

Having been in Tourism & gap analysis for 30+ years I would love for this property to succeed. Chef in Glasshouse did amazingly tasty & visually pleasing food. Let down by the 3 waitstaff - focused training required. This frustrated the clients & no doubt them. With only 6 tables in the main restaurant & 2 small groups, they were unable to multitask. Clients were told to sit anywhere, when if controlled ie requested to be seated in a sectioned area it may have reduced timing issues. Orders were taken, however on the way back to the kitchen no plates cleared from tables that had finished or menus given to those that had requested to see the dessert menu. Two lots of clients had to go up to the bar themselves to order/ get drinks. We walked out as we had asked for a dessert menu and waited twenty minutes without it arriving and plates still in front of us. Name tags - the name of the staff member is lost in the colour scheme. Soft close toilet seats will make all the difference at 2 in the morning, instead of a plastic lid slamming down and waking any other occupant. Insert a Convex mirror/s to see approaching traffic on both sides of Clear Mountain Road on departure. Good luck moving forward.

An enjoyable getaway surrounded by magnificent views. A quiet retreat, welcoming staff and spacious accommodation made for a lovely time with friends.

The place is beautiful. the rooms are perfect. Your restaurant is the biggest let down, you need a manager that knows what they are doing and someone that can actually cook a breakfast and fast. 1.5 hour wait on a smashed avo is ridiculous. The grounds keeper could do so many simple things to help the place… get a leaf blower and clean up? and the pool cleaner in the pool is wild. your a resort not someone house.

The restaurant service was horrible. It took hours for our food to come out, some of our order didn't arrive.

Beautiful, quiet setting.

The relocation is good as we love a quiet place but I’m not happy that I have to ask for amenities to be replaced in the room a number of times.

Unfortunately the bathroom had a lot of what looked like wood shavings on the floor and a sharp knitting needle was found near the door of the bathroom . The bed was also covered in small black bugs

Beautiful setting, tasteful and well appointed rooms and resort areas, interesting and tasty food, experienced staff were a delight but they were few and far between. It was so obvious that most of the staff had zero training, zero guidance and zero idea of what wait staff are supposed to do. I doubt whether any of them had even seen the inside of a full service restaurant. The service was SOOO bad or simply non-existent, it made Fawlty Towers look like a Michelin star restaurant! I fully expected Gordon Ramsay to walk in and shut the place down like an episode of Ramsay's Kitchen Disasters! It was a complete embarrassment to the Peppers brand.

This hotel is in a lovely location but severely lacking in customer service, they could make the experience here so much better with decent management and customer service. If I were in the leadership of the Peppers chain, I would have serious concerns about the reputational damage this place is doing to the company name. First the welcome front of house lady at checkin was incredibly rude, we arrived at about 12:30pm, at the time of booking I was under the impression from the Accor app that checkin was at 1pm (as an Accor member I had asked for an early checkin). When we arrived the lady was incredibly rude and told me in no uncertain terms that checkin was at 2pm and that an early checkin is only subject to availability. She just told me to go wait in the restaurant. For context, the resort was not at full capacity and even if they couldn't clean room early, they could have still checked us in, called when the room is ready and given us welcome drinks. At 2pm, I anxiously went to peek at the checkin desk and there was a long queue of people waiting to be checked in, all being told to wait. I went back to have a peek again 2:15pm, at this time, I was allowed to checkin, given a drinks voucher and a welcome amenity bag and told that the room would still no be ready for a further 10 minutes. We finally got access to our room at 2:30pm. Entering the room, the bedroom itself was nice with a comfortable kingsize bed, chaise lounge, a small table and two inside chairs and a spacious balcony with a nice view. We discovered that the TV wasn’t tuned in to have any free-to-air channels on it. There was an empty bottle of champagne left outside our room that had not been cleared away over 30 minutes after the checkin time that we were given at the front desk. The high speed Accor members wifi was terrible and kept dropping. There was no information about what to see in the area and no in-room local informative magazines or anything like that. There was nothing in the minibar, no nibbles and no bottled water. For 5 star resort, this was not what you would expect. The ensuite shower was mouldy - it didn’t look like it had been recently renovated. The recent reno probably only made superficial updates. The ensuite also had a strange tiled opening by the loo that kept opening of its own accord. There was only one chair with a loose leg on the balcony, which my hubby tightened for safety before sitting on it. We had to take one of the chairs from inside onto the balcony which didn’t look as if it had been cleaned, they could have at least blown dead insects off it. The slight view of the lake was lovely though. The resort is set in 20 acres, but there were no walk paths at all on the grounds. My husband went to the pool, which looked great, but there was nowhere to get pool towels and no signage about where to get them from - we asked another guest where they had got them from and they said that you had to pick them up from reception. My husband went to the reception and was told they had run out of pool towels and one of the ladies suggested he drip dry in the sun because it’s warm enough! Seems quite unprofessional really. There were bags full of stuff piled up high at a stairwell at 3pm in the afternoon. The stairs were not very clean with pools of mucky black water on them. We had dinner at the restaurant, where they have a captive audience of people staying at the resort. The food was good, but they had run out of things on a relatively small menu. They had even run out of damper bread, which is easy to make and there was no substitute options. There were two wait staff waiting on about 15 tables and they were looking after the bar as well. I felt sorry for them as they were run off their feet. Most people if they wanted drinks just went to the bar to ask because the poor wait staff couldn't get to tables to check on people. We ordered some drinks with desert which didn't arrive, and so we eventually asked and the waiter told us they had run out of one of the ingredients and offered to make us something different. The resort started breakfast at 8:00am because it was a pubic holiday. We went down at 9:00am, but we waited for an hour and a half for our breakfast. about an hour in, we asked if the chef had forgotten our order and we were told they had run out of eggs and that someone had gone down the road to get some! Partway through this breakfast debacle, I realised we weren't going to get anything till after the 10:00am checkout time so I went and asked at reception if we could get a late checkout. The lady did give us a late checkout, to allow us to have breakfast, but she was adamant that they were not short staffed and no compensation for all the inconvenience was offered. The breakfast was good when it eventually arrived. I honestly can’t understand how the management of this resort can run a business to badly, they knew how many guests were coming for the long weekend. The nearby location to Brisbane could make this a lovely place for regular weekend gettaways but we are unlikely to go back and many of the other guests there were also commenting the service and the rudeness of staff at checkin.

We were sadly very disappointed in our stay this time. I have stayed a number of times over the last few years, and was expecting better. The 'suite' room we booked and confirmed was stuffed up and given to another guest - changed the room type without our knowledge. The manager did give us 50% off the room rate due to the staff error, but it was still hugely disappointing and should not have happened. Apparently a number of errors occurred that day by a particular staff member. We stayed as we weren't going to drive back home, otherwise we would have just left and gone elsewhere. I'm guessing the staff member concerned had not had adequate training; or just didn't care. The restaurant seemed to be understaffed, as wait times for everything was very long - queue to wait for a table; a long wait to order; a long wait to get drinks and food - this occurred at both dinner and breakfast. Again, I think improved staff training would assist this situation somewhat. eg. apologise to people for the wait; let people know there may be a wait; acknowledge guests and advise you'll be with them shortly instead of just ignoring them. The staff though were very pleasant - and the views amazing still. The renovated rooms look very nice too. A shame this occurred - as I expected better from Peppers. Note: I work in the tourism industry with a BBus degree in Hospitality Management; including being a Judge for the Qld Tourism Awards - so I know what to expect and what should happen. :) If you wish to discuss with me please call me: 04… Melanie Grevis-James

Thank you so much for following up. Firstly, I really do want to say how grateful we were for the two FOC nights that I won. We had a lovely weekend overall and came away feeling very relaxed, which was exactly what we wanted. I really liked the feel of the property when we arrived, and sitting out on the deck with a cocktail and a bowl of chips was a pretty perfect start! I did want to give you some constructive feedback though, particularly as I work in the travel industry and naturally look at properties from the point of view of whether I would confidently recommend them to clients. Unfortunately, the housekeeping on our second day was really disappointing. The bed was not made, towels we'd left hanging weren't folded or tidied, two fresh face washers were added without removing the used ones, and a rubbish bag was actually left sitting in the sink. It genuinely looked as though housekeeping had been interrupted halfway through servicing the room and simply never came back to finish it. We also had quite a mission trying to get something to eat on our second evening. We wanted a very relaxed night in watching the footy, but the phone in our room wasn't working. We eventually called the hotel from our mobiles and were told we could go to the restaurant to order and the food could then be brought up, which was odd but fine. The problem was that the menu accessed through the QR code on the TV was completely out of date, and the only current option seemed to be the main restaurant menu, when we really just wanted something casual. I think this is probably an area that could easily be improved. The information and menus available in the rooms really need to reflect what is actually available, and it would be great to have a selection of more casual meals or snack options for guests who simply want to stay in for the evening. After going backwards and forwards trying to work out what we could order, we eventually gave up and ordered Uber Eats, which seemed a little strange when staying at a property positioned at this level. The main areas of the hotel were lovely, the room itself was a great size and, importantly, every staff member we dealt with was absolutely fantastic. We also enjoyed the pool and spa and genuinely had a lovely, relaxing weekend. I think my only real hesitation, particularly wearing my travel agent hat, would be describing the property as a true five-star experience. For me, five star comes with a certain expectation around service as well as the physical property, things such as readily available reception, concierge assistance and room service. There were quite a few occasions when reception was unmanned, there wasn't any kind of concierge service and the lack of an easy in-room dining option surprised me. None of this is meant to take away from how grateful I was to have won the stay or from the fact that we did enjoy ourselves. We absolutely did. I just wanted to give you genuine feedback because there is a lot to like about the property, and with a few of those service elements tightened up, I think the overall experience could be so much better. Thanks again for having us and for the opportunity to experience Peppers Clear Mountain.

For a Peppers‑branded property, this venue fell noticeably short of expectations. We stayed in a family room, and the toilet seat and lid were not secured properly. The lid would fall onto your back while seated, which is both uncomfortable and unacceptable for a hotel of this standard. Communication from staff was also lacking. We were told we would receive a text message once the room was ready, yet no notification was sent. Breakfast information was inconsistent. We were advised breakfast was served from 7am to 9am, so we rushed down at 8.30am, only to find a sign stating that on public holidays breakfast runs from 8am to 10am. Service was extremely slow: over 30 minutes just to receive tea and coffee, and another 30 minutes for our meals. Dinner service was similar, with a 30+ minute wait for dessert. The bar was closed during the day and immediately after breakfast, meaning we couldn’t order any drinks. For a remote destination with no nearby shops, one would reasonably expect the bar and kitchen to remain open during the day to accommodate guests. It was evident the venue was significantly understaffed for the public holiday, and the overall experience did not align with the quality typically associated with the Peppers brand.