Peppers Bluewater Resort Lake Tekapo 4 stars

Customer review rating (ALL Rating) 4.1/5 1,622 reviews

Peppers Bluewater Resort Lake Tekapo - Image 1
Peppers Bluewater Resort Lake Tekapo - Image 2
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State Highway 8, 7945 LAKE TEKAPO, New Zealand

Description

Hotel extras

  • Central location provides easy proximity to town centre.

  • Situated overlooking Lake Tekapo and township.

  • Rakanui Restaurant boasts superb panoramic views

  • Surrounded by the spectacular landscapes of the Southern Alps

  • Explore Lake Tekapo and the surroundings

Our accommodation(s)

Hotel location

Peppers Bluewater Resort Lake Tekapo

State Highway 8
7945 LAKE TEKAPO
New Zealand

GPS:-44.00312567, 170.4739952

Telephone
Fax +64 3 680 7100

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Meeting rooms
  • 100% Non Smoking Property

Rakinui Restaurant & Bar

Rakinui Restaurant celebrates this abundance of fine fare, capturing the flavours of the region perfectly with a contemporary farm to table philosophy. The wine list carries a selection of fine New Zealand wines to complement your dining selection.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.1/5  1,622 reviews

Customer review rating 1.0/5

Zheng F. Friends - Confirmed reviews ALL

Before staying at this hotel, I had already noticed the relatively low Google rating of its restaurant. However, as an Accor Platinum member and Accor Plus member, I still chose to stay here and dine at the hotel because I have generally trusted the Accor brand. Unfortunately, the experience at the restaurant was not only disappointing, but the way we were treated also left us with serious concerns about discriminatory, and potentially racist, treatment by some members of staff. On the first evening, we had not made a dinner reservation in advance. Despite there being many visibly empty tables in the restaurant, we were told that we would have to wait for more than an hour before we could dine. I understand that a restaurant may have its own reservation system and operational arrangements, so this alone would not necessarily have been unacceptable. However, our communication with one female staff member was extremely unpleasant and unhelpful, to the point that eventually a male staff member had to come over and speak with us instead. If that had been the only issue, I might have regarded it simply as poor communication and service. What happened at breakfast the following morning, however, was far more difficult to accept. There were four guests in our group, but only one person went to breakfast. He arrived just a few minutes before the hotel’s stated breakfast closing time, intending only to have something small to eat and perhaps a coffee. By that time, the restaurant had already started clearing away the food and he was told that he could no longer have anything to eat, even though the official breakfast period had not yet ended. Although he was understandably unhappy, he did not argue with the staff. He then noticed that guests were still queuing for coffee, and staff also indicated that coffee service had not yet finished. There was only one person ahead of him in the queue, so he waited to order a coffee. The guest in front of him was allowed to place an order successfully. However, immediately afterwards, when it was our guest’s turn, the staff member suddenly said that coffee service was finished and refused to take his order. I want to emphasize that this was still before the hotel’s stated breakfast closing time. In other words, the exact same service was available to the guest immediately in front of him, but suddenly became unavailable when it was his turn. He ultimately left without being allowed to have any food or even a cup of coffee, despite arriving before breakfast had officially ended. This is very difficult to dismiss as simply “poor service” or “arriving too late.” When one guest is served and the very next guest is refused the same service before the official closing time, it naturally raises questions about whether different guests are being treated differently. Combined with the attitude we experienced from certain restaurant staff throughout our stay, the incident left us genuinely concerned that there may have been discriminatory treatment, including possible racial bias. For a hotel operating under the Peppers and Accor brands, this is an extremely serious concern. As a long-standing Accor customer with Platinum and Accor Plus status, I never expected to leave an Accor property questioning whether a guest in our group had been treated differently because of their race or background. This experience went well beyond ordinary service shortcomings. It made us feel unwelcome, singled out, and deeply uncomfortable. I sincerely hope hotel management will properly investigate the conduct of the restaurant staff during both the dinner and breakfast periods, rather than simply explaining the incident by saying that breakfast was “almost finished” or that the restaurant was following operational procedures. The central issue is not merely that a service was ending. The issue is that the guest immediately in front of ours was still served, while our guest was refused the same service moments later, before the official closing time. That distinction matters. This was an extremely disappointing experience and, in my view, far below the standard that should be expected from a Peppers property or the Accor group.

Dear Mr Zheng, Thank you for taking the time to share such detailed feedback. I am genuinely sorry to hear about your experience at Peppers Bluewater Resort, particularly as a valued Accor Platinum and Accor Plus member who chose to stay and dine with us based on your trust in the Accor brand. We take the concerns you have raised, particularly those regarding the possibility of discriminatory treatment, extremely seriously. Following receipt of your feedback, we have carefully reviewed the available CCTV footage and spoken with the relevant team members in an effort to better understand the incidents described. Based on the CCTV footage we have been able to review, we have unfortunately been unable to identify the specific interaction at the restaurant as outlined in your review. As we want to ensure this matter is investigated fully and thoroughly, we would sincerely appreciate it if you could contact us directly and provide any further information that may assist us, such as the approximate time and date of the incident, a description of the team members involved, or any other details you believe may help us identify the interaction. This will allow us to conduct a more comprehensive investigation and ensure that your concerns are properly addressed. We are genuinely sorry that your overall experience left you feeling unwelcome and uncomfortable. Regardless of the circumstances surrounding the individual incidents, this is not how we want any guest to feel when staying or dining with us. Should you consider returning to Lake Tekapo, I would be very pleased to personally oversee your booking and stay to ensure that your experience with us is a much more positive one. Once again, thank you for bringing your concerns to our attention. We take allegations such as these very seriously and would welcome the opportunity to speak with you directly so that we can investigate the matter further. Kerry Dangers | Operations Manager Peppers Bluewater Resort

Customer review rating 4.0/5

Nitin S. Families - Confirmed reviews ALL

Quality of food can be better

Kia ora Mr S., Thank you for taking the time to share your detailed feedback following your family stay with us at Peppers Bluewater Resort. We are pleased to hear that you enjoyed your accommodation, cleanliness, Wi-Fi, and overall experience, and we sincerely appreciate your loyalty as a Platinum member of Accor Live Limitless. We are, however, sorry to hear that the quality of our breakfast did not meet your expectations. We appreciate your specific comments regarding the over-fried hash browns, dry bread, undercooked sausages, and the cold and tasteless fried rice. Your feedback is very valuable, and we will share these comments with our Food & Beverage team for review and improvement. Thank you again for bringing this to our attention. We hope to have the opportunity to welcome you and your family back and provide a more enjoyable dining experience on your next stay. Kind regards, Kate Betita- Duty Manager

Customer review rating 4.0/5

Laurence L. Friends - Confirmed reviews ALL

Spacious and clean three bedroom villa suits the need of a big family. One cons is that the area design is complex and difficult to find the villa, and the parking space is tight.

Kia Ora Laurence, Thank you for taking the time to share your feedback following your stay with us. We are pleased to hear that you found the three-bedroom villa spacious, clean and well suited to your family. Our larger villas are designed to provide families and groups with plenty of space and comfort, so it is great to know this worked well for your needs. We appreciate your comments regarding the layout of the property and the difficulty in locating your villa. We understand that the resort's design can be a little confusing, particularly for first-time guests. We will continue to look at ways of making directions and signage clearer. We also acknowledge your feedback regarding the parking spaces being tight and appreciate the inconvenience this may have caused. Thank you again for your valuable feedback. We hope to have the pleasure of welcoming you and your family back to Peppers Bluewater Resort. Kind Regards, Peppers Bluewater Resort Management

Customer review rating 4.0/5

Sagy P. M. Solo - Confirmed reviews ALL

Great service by everyone I had the opportunity to interact with. The room is nice, but unfortunately has no desk or even a place to sit (it is advertised as "Sleep and Go" but I would still expect a chair.

Dear Sagy P. M., Thank you for your kind words regarding our service. We appreciate your feedback about the room amenities and understand your desire for additional seating. Your comments will be valuable as we continually assess our guest experience. Regards, Peppers Bluewater Resort Lake Tekapo

Customer review rating 1.0/5

Amanda A. Families - Confirmed reviews ALL

Out of our 6 nights in NZ included two Accor stays this was our most expensive stay and the most disappointing. Firstly, I had Accor chasing me for payment when the booking was a pay at time of booking. The reception staff when calling to verify were unable to help me as they mentioned that they dont deal with payments head office does and I was just given the head office number to call. Upon check in I showed the reception staff my emails and calls chasing payment and was told to reply to my original booking to show head office. The right thing to do would have been for me to send these to them at reception to manager. Especially as a Platinum member. Upon checking into the room we were pleased with the size and layout, it had been only freshly painted so was in a very clean condition. .However when sending our son for a shower he came out crying due to the hot water being either absolutely boiling then freezing cold then it would completely stop - the same happened with the taps when you turned them onto warm/hot. We alerted the reception the next morning however we were due to check out shortly so requested they fix it before the next customer entered the room. As mentioned in the title this was our most expensive night at around $500nz for one night and out of our whole stau it was the most disappointing.

Kia ora Amanda, Thank you for taking the time to provide such detailed feedback, and we are very sorry that your stay with us was the most disappointing part of your New Zealand trip. Firstly, let me start by thanking you for your commitment to Accor, as a Platinum member you have trusted and supported a number of our properties with numerous stays, we want to take this initial opportunity to thank you for that trust and commitment which is why your recent experience is so bitterly disappointing to hear. We sincerely apologise for the frustration caused by the payment communication. As an Accor property, we appreciate how disappointing it would have been to receive payment requests when your reservation had already been paid at the time of booking. Our reception team should have taken greater ownership of the matter rather than simply directing you to contact Head Office. We understand that, particularly as a Platinum member, you expected a more seamless and personalised level of service. Your comments have been shared with the relevant team so we can improve how these situations are handled in the future. We are pleased to hear that you were happy with the size and layout of your room and that it was presented in a clean condition following the recent painting. However, we are extremely concerned to hear about the hot water issue, particularly that your son came out of the shower upset because the temperature was fluctuating between extremely hot, freezing cold and stopping completely. This is certainly not the experience we want for any guest and is especially concerning from a safety perspective. We appreciate you notifying our reception team the following morning and specifically asking that the issue be addressed before the next guest arrived. We will follow up with our maintenance team to ensure the issue is investigated and rectified appropriately. We fully understand your disappointment given this was your most expensive accommodation during your six-night New Zealand trip. While we cannot change the experience you had, we genuinely appreciate you bringing these matters to our attention. Your feedback regarding both the payment handling and the hot water has been taken seriously and will be used to improve our service and operational standards. Once again, please accept our sincere apologies, and thank you for your loyalty as an Accor Platinum member. Kind Regards Surita Devi Front Office Manager

Other web-users rate our hotel

  • 1,299 reviews 9.1/10 Location
  • 2,256 reviews 6.9/10 Room
  • 1,081 reviews 7.1/10 Service
  • 17 reviews 4.9/10 WiFi
  • 1,077 reviews 4.9/10 Comfort
  • 502 reviews 5.5/10 Cleanliness
  • 489 reviews 5.8/10 Amenities
  • 384 reviews 4.4/10 Value

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