Peppers Salt Resort & Spa Kingscliff

All staff that we encountered were very professional and happy outlook. Our only disappointment was that the restaurant was not open so we had to eat in the poolside bar which was cold and windy.

We stayed for 3 nights. Places to eat are in walking distance and other amenities just a short drive. The walk along the beach bath is a great way to start each morning. The room was tidy and bed comfortable. The towels were a let down. Thin and rough and then when changed out we got softer ones but a face cloth with holes all through it. A review of all the towels seems to be needed. Definitely not the towels we have come to expect when staying at a Peppers.

We were not informed that check in was not at the bale apartments anymore. The phone at bale reception does not work Our cards stopped working at 10.20 on check out - my husband was locked outside Card we re cut and still did not work. Walking back and forth with kids to main reception was inconvenient Being called ‘luv’ by a customer service person - what a disgrace. ‘We’ll luv it is 11’ no it was 10.50.

I was travelling with my parents and my two kids and had reserved a 2 bedroom apartment with pool view. This was to ensure convenience for both my parents and kids (they could watch them swim). The reservation was done a month in advance, however when I checked in to the hotel, I was given another apartment (garden view) which was one of the last ones towards the end of the building. The reservations team as well as reception staff did not advise this prior to my reaching there as well as when I was checking in. This was a disappointing start to my family holiday. I was also told that they will adjust any differences at check out, however the manager was off duty on checkout day and no other staff member was aware of this. I had to follow up multiple times after coming back to get them to refund the difference and this is still unresolved after 1.5 weeks. I am disappointed with the customer experience provided by them on this.

The overall impression is that the premises are not well maintained, and cleaning is not of a high standard. Power point hanging off wall where sign was removed in hallway, plaster cracked and pealing. and cobweb on wall. A.C. in our room would not go into heat mode. After 3 days of various excuses, I insisted we be moved to another room where the A.C. worked for our second booking. We moved and offered breakfast package as compensation for the inconvenience caused. The offer was not entered onto the list and when we went for breakfast the person there did not check but charged it to our room after I said not to. Fire alarm early in the morning, no one on duty at desk to assist guest locked out of room in underwear.