FV Brisbane by Peppers 4 つ星

お客さまの声 (確認済みレビュー アコーホテルズ) 3.8/5 1,059 件のレビュー

FV Brisbane by Peppers - Image 1
FV Brisbane by Peppers - Image 2
FV Brisbane by Peppers - Image 3
FV Brisbane by Peppers - Image 4
191 Brunswick Street, 4006 FORTITUDE VALLEY, オーストラリア

説明

ホテルのその他の情報

  • Enjoy uninterrupted views of Brisbane River and CBD while having a drink by the pool

  • Level up your movie nights with our onsite, luxe cinema; available for use during your stay

  • Outdoor garden, entertainment and BBQ areas are at your hand when you stay with us

  • When you stay with us, you are close to upmarket shopping, dining and entertainment areas

  • For your convenience, we offer onsite parking and a 24 hour reception desk

当ホテルの客室

スイート

The Fortitude Suite

  • 3 人/最大
  • 寝具 1 x キングサイズベッド
空室状況を見る

ホテル所在地

FV Brisbane by Peppers

191 Brunswick Street
4006 FORTITUDE VALLEY
オーストラリア

GPS:-27.456174, 153.031901

電話番号
ファックス +61 7 3118 9198

アクセスと交通機関

ホテルサービス

チェックインはからです - チェックアウトはです

敷地内
  • プール
  • 駐車場
  • ペット不可
  • シャトル
  • フィットネスセンター
  • Wifi
  • エアコン
  • 全館禁煙
建物付近
  • 駐車場

プール

Enjoy a drink by the heated u-shaped skyline pool, with uninterrupted views over the Brisbane River and CBD.

お客様のご意見

お客様のご意見

実際の宿泊者100%の認証口コミ

詳細はこちら

確認済みレビュー アコーホテルズ  3.8/5  1,059 件のレビュー

トリップアドバイザーの評価  3.6/5  602 件のレビュー

Great hotel, poor service

トリップアドバイザーの評価 3.0/5

Kerbi G トリップアドバイザー認証口コミ

This is actually a really nice hotel in a very convenient location, right across from the fortitude Valley train station and around the corner from the tivoli. The facilities are beautiful with 2 public pools, multiple private spa rooms and a cinema that can be booked foc via reception. The service is terrible though. We called direct to book and spoke to a woman who's understanding of English was so bad we had to give up and book online. Check in was mediocre. Room was beautiful and spacious and well equipped. We booked a spa room because the cinema was not functional, even though there was no such notice on the cinema door and we had experienced the same circumstance about a year ago when we last stayed there. The spa room was beautiful although, even though it required a booked 4 hour time slot, there were no towels, no refrigeration facilities, no glassware, cutlery or crockery (although a dishwasher was kindly provided) no ice, the spa pool's water level was nearly below the filter, the audio was not functional and the TV provided was not linked to the hotels WiFi. They definitely dropped the ball on a facility that could have made them next level. We tried to book a late checkout but were informed that it would be a $50 per hour charge. We succumbed due to necessity and booked a 4 hour late checkout but upon checkout, we were told we would be charged for an entire night's stay. The receptionist would not budge when we contested this charge and it took over 20 minutes of arguing for her to honour the fee quoted by the night auditor. We forgot to check in one of the keys when we checked out but instead of reminding us or asking for the key, we were instantly charged $90 to replace the key. We have contacted the hotel via email to express our concerns and unpleasant interactions and after a week, have had no reply, so clearly they don't value any negative feedback as an opportunity for improvement. Simply due to the service alone (or lack thereof) I will not be contemplating this hotel for another stay.

Dear Kerbi, Thank you for your detailed feedback. We’re pleased to hear you enjoyed our location, facilities and the apartment itself. However, we’re very disappointed to learn that the service aspects of your stay did not meet expectations. We apologies for the booking difficulties, the lack of clear communication around facility availability, and the condition and setup of the spa room during your booking. This is not the standard we aim to deliver, and your comments have been shared with management for review. We’re also sorry for the confusion regarding the late check-out charges and the handling of the room key fee. These situations should have been managed more clearly and professionally. Additionally, we regret that your follow-up email was not responded to in a timely manner. Thank you again for taking the time to share your experience. While we understand your decision, we do appreciate your feedback as it helps us identify where improvements are needed. Kind regards, Belinda Setiawati Duty Manager FV by Peppers Hotel

Not the Peppers experience you are used to and a bitterly disappointing departure.

トリップアドバイザーの評価 1.0/5

jordanh441 トリップアドバイザー認証口コミ

Some feedback from a hospitality professional’s perspective- while I was in Brisbane to let my hair down and have a a great time for my anniversary, I have to say there have been a few things from the FV that have really left a sour taste in my mouth - the first being the interaction I had as I was leaving which left an incredibly poor impression as I was heading home and to be brutally honest had me regretting booking with FV by Peppers. For some background – so this doesn’t come across as someone simply complaining and being difficult for the sake of being difficult – I have worked in hospitality for the better part of a decade, managing a 5 star reception myself. Hospitality is really an industry where service makes the difference, and in a fiercely competitive environment such as the Brisbane CBD – I would imagine that brand reputation is arguably more important than daily rates. Although based on my own experience - it could also be the case that churn-and-burn is FV Peppers game, and that would not surprise me at all after our last stay. The first issue was the late checkout I had arranged with the night auditor the morning of our departure. I had specifically requested the pricing for an additional night vs late checkout to ensure I would be able to sleep undisturbed until we had to leave for the airport. I was given the nightly rate and based on that information asked for the 2pm checkout based on the colleague who checked me in stating late checkouts were an additional $50.00 per hour. There was no information provided to suggest if the room was unable to be turned over (which would have been entirely possible given the state the room was left in just after 1pm- as I had stripped linens cleaned benches and left the room in a tidy state) I would be charged for the full rate, because had that information been communicated to me it would have changed the decision. The FV staff member who checked me out STATED I was going to be paying the full nightly rate, despite the fact the service and charge had already been agreed on at the time I had requested it. The attitude of "we tried to contact you and couldnt, so its your problem and we ARE charging you" was something I have never experienced and to be honest I was completely taken aback. To be forced to justify myself and have to explain that I have agreed to a set rate for a service provided to then be told on checkout that has increased substantially is not only inappropriate business practice, but incredibly poor decision making on your GSA'S part, because it wasn’t until I became visibly upset after being told 3 times it didn’t matter that the late checkout had been discussed and agreed to – I would be paying the full night that she RELUCTANTLY told me she would honour the charge her colleague had already confirmed for me. Had there been any doubt about this, a simple “I will have to double check with my manager and colleagues and find out some more information on what has happened, but we will definitely get back to you” and I imagine after confirming the discussion with the night audit staff member the $200 charge would not have been contested, I wouldnt feel like I was being given the 5th degree and id probably be looking at booking our stay in March with them. I'll also point out the below issues could have been overlooked if the departure had gone smoothly, but as happens when a guest becomes upset, a singular issue very quickly spirals and minor issues get thrown on the pile and the mole hill grows to mountain. The second issue is while we were staying there, the cinema was unavailable for use, the spa rooms, while free to book, were run down and devoid of anything useful – the tv was not connected to the wifi – the audio systems were using 3.5mm audio jacks which haven’t existed since the stone age, and it was quite clear that the facility had not been upkept in quite some time as during my last stay with the facilities were in MUCH better condition. The third issue is the staff and their poor communication and decision making - specifically relating to the charge for the key that I have posted back this afternoon. While I understand loss and the need to protect a business from incidental loss etc – I do not appreciate being charged before being made aware of the issue – as I could have simply called Kerbi to confirm she had the key in her bag and posted it to avoid having to wait for a refund. Now - to be fair - a call was made and a message was left, but I was at work. By the time I had called back 13 minutes later – the charge had been made. You have my card details, a security bond of $300 and more than enough to cover the replacement of a key AND a $200 late checkout – this could have waited to close of business to hear back from me right? I now have to wait for the key to be received and the refund to be processed – leaving me feeling as though your team believed I was a bad debt risk – despite the fact that this was entirely covered by your damage bond. You have my credit card held - and made the conscious decision to charge my card prior to discussions with me. Incredible. Seriously… I can not for the life of me understand the mentality here? You've lost a customer over pennies in the scheme of things. The additional rate they forceably tried to extort from me has cost them somewhere in the area of 15 - 20 room nights annually for 2026 concerts and travel alone. All in attempt to grab at an extra $160 dollars in rooms rev. Well done. *slow clap* I honestly can not think how that seemed to be the most appropriate response for their reception staff. It is beyond inappropriate to have confirmed a cost and service only to have the staff tell me I need to pay almost double what I had agreed to after the fact. It borders on deceptive practice. Kerbi and had an amazing night out on the town, we came back to our room smiling ear to ear after what was a bucket list night enjoying each others company and our favourite bands. To have that turned around as we walked out the door is disappointing beyond belief, and to be completely honest has burned any good will I had towards the Peppers brand, and is a far cry from the service I enjoyed in Palm Cove and Port Douglas. The FV by Peppers could learn a lot from their sister properties and the service standards they live to. Now, I understand the above may not be received in good faith or possibly even as an unreasonable critique, but for anyone reading this – while I am frustrated beyond belief, I always offer what I believe to be fair and reasonable feedback – and I do also have some positives to pass on, the rooms were clean and spacious (kudos to the HK team), the amenities in room were above what I had expected, the staff did recognise our anniversary with a lovely bottle of sparkles and chocolate and SOME OF the public areas (that were accessible) were quite nice to enjoy as well, the others stank of urine and faeces, (possibly because of the private apartments and the pets) but that is where the positives in my experienced ended. After reading some of the concerns and responses from other guests, I eagerly await Dolores' generic response to this review and attempt to reduce the issues in the eyes of the readers with a "we're sorry you experienced this... weve taken the feedback on board and will try to do better." Although given the ratios of reviews - it seems like almost all of the feedback would be better directed at the lovely brick wall in the hallways for all of the steps they've taken. I still have yet to receive a reply to the email I sent yesterday in an attempt to rectify my issue internally, and as such, decided id share my experience with the public after affording them the time to respond, a luxury their guests are denied in my experience.

Thanks to staff

トリップアドバイザーの評価 5.0/5

Justine D トリップアドバイザー認証口コミ

A big thank you to Bailey who ensured my daughter's stay for her 21st was extra special. His care, thoughtfulness and problem solving skills were amazing. He went above and beyond to made our stay very enjoyable. Thanks

Dear Justine, We appreciate you taking the time to provide feedback regarding your stay with us at FV by Peppers. We are so happy to hear that Bayley provided such thoughtful and caring service that he helped make your stay a memorable one. I will pass on your kind words, as I am sure he will be grateful to know your daughter had a wonderful 21st celebration. We hope to have the pleasure of welcoming you all back again soon! Warm Regards. Madeline | Duty Manager FV by Peppers

2 bedroom apartment, family stay, with a baby

トリップアドバイザーの評価 5.0/5

Shayal C ファミリー - トリップアドバイザー認証口コミ

We had the best experience at FV Brisbane by Peppers in Fortitude Valley. The rooms were amazing, the living room area was very convenient. We went for the first time as a family of 4, with my then 9 month old and 7 year old daughters. Baby was provided with a cot upon request and the 2 bedroom apartment was super clean and comfortable. The kitchen area was very well equipped, which made us want to get cooking. The washing machine and dryer were very handy with a baby traveling with it. It was a very safe place and staff were very friendly and accommodating. We ended up extending our 4 night stay to a 5 night stay. Also, the view was breathtaking. We were very happy to be staying at such a wonderful place for our family.

Dear Shayal, Thank you so much for your wonderful review of your recent stay at FV Brisbane by Peppers. We’re absolutely delighted to hear that your experience with us was so positive and that your family felt right at home. It’s especially lovely to know that the 2-bedroom apartment met your needs so well—from the fully equipped kitchen and in-room laundry to the cot for your youngest. We understand how important those little conveniences are when traveling with children, and we’re so pleased they made your stay more comfortable. Your kind words about our friendly team and the safety of our property mean a great deal to us. It’s always our goal to ensure each guest feels welcome, relaxed, and well cared for. We’re thrilled that the stunning views and overall atmosphere made your visit memorable enough to extend your stay—what a compliment! We truly appreciate you taking the time to share your experience and hope to welcome you and your beautiful family back for another stay soon. Warm Regards, Madeline | Duty Manager FV by Peppers

Poor Service, Unclean, Overcharged.

トリップアドバイザーの評価 2.0/5

Jenny Y トリップアドバイザー認証口コミ

We booked and paid for a one bedroom apartment. The service was poor, we were not offered any assistance with our luggage, and the staff argued with us for not having government issued ID to check in. We paid $209 for the apartment. Apartment was unclean - the floor was dirty and soaps in the bathroom were empty. When checking out the staff took time to finish their chit chat before serving us. Then they tried to charge us additional fees because they had ‘accidentally’ upgraded us to a two bedroom apartment. I told them we would not be paying for a second bedroom that we didn’t use or need. Positives were good views and central location.

Dear Jenny, Thank you for taking the time to share your feedback. I’m sorry to hear your experience did not meet expectations. Providing government issued ID at check-in is a mandatory part of our check-in process, in line with our policies to help prevent fraudulent activity and ensure the safety and security of all guests. I’m sorry if this was not clearly communicated or handled in a more courteous manner. I also apologise that you didn’t receive assistance with your luggage and for the condition of the apartment. Cleanliness and service are priorities for us, and I’ll be following this up with the team to ensure this is addressed. With regard to the room charge, I understand your frustration. Our team upgraded you to a two-bedroom apartment in good faith due to availability, but you should not have been asked to pay extra for a room type you didn’t book or request. I’ll be following this up with the front office team directly. We’re pleased to hear you enjoyed the views and location, and we hope to welcome you back in the future for a much improved experience. Kind regards, Dolores Cufi Rooms Division Manager FV by Peppers

との提携 TripAdvisor

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