Shadow Play Melbourne by Peppers 4.5 stars

Customer review rating (ALL Rating) 4.4/5 945 reviews

Shadow Play Melbourne by Peppers - Image 1
Shadow Play Melbourne by Peppers - Image 2
Shadow Play Melbourne by Peppers - Image 3
Shadow Play Melbourne by Peppers - Image 4
308 320 City Road, 3000 SOUTHBANK, Australia

Description

Hotel extras

  • Relax in our outdoor heated pool enjoying views of Southbank and Melbourne

  • Winners of the Apartment Accommodation Hotel of the year award 2024, by Accommodation (VIC).

  • Our hotel gymnasium offers elite fitness equipment with adjoining steam and sauna rooms

  • Sit down to an indulgent meal and beverage at Edwin Wine Bar, open 4pm 6pm daily.

Our accommodation(s)

Hotel location

Shadow Play Melbourne by Peppers

308 320 City Road
3000 SOUTHBANK
Australia

GPS:-37.827052, 144.958326

Telephone
Fax +61 1300 987 610

Access and transport

Hotel services

Check-in from - Check out up to

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

EDWIN WINE BAR AND CELLAR

We have a simple philosophy at Edwin: To celebrate and support local people and produce. Our carefully curated list of wines features the best of local growers, while our ever-evolving selection of food stars the freshest seasonal ingredients.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.4/5  945 reviews

Customer review rating 3.5/5

Sellers. R. Solo - Confirmed reviews ALL

The one bedroom apartment was well sized for the price. The inclusions were a nice bonus and the staff were absolutely outstanding. Like above and beyond service from them

Dear R., Thank you for your feedback regarding your recent stay. We are pleased to hear that you found the one-bedroom apartment spacious and appreciated the inclusions. We will be sure to pass your kind words onto our team. Your comments have been noted as we continuously work to enhance our guests' experiences. We hope to welcome you back to Shadow Play by Peppers in the near future! Kind regards, Nico Mackintosh Acting General Manager

Customer review rating 3.5/5

Alicia C. Couples - Confirmed reviews ALL

My partner and I usually stay at Peppers whenever we travel and have done for years, so we do come in with pretty high expectations. This time, from the moment we arrived, the service felt really off. The first interaction was quite dull and honestly made us feel like we weren’t meant to be there, like we didn’t really belong. It immediately put me off. During check-in, I also felt like we were being spoken to in a way that came across a bit dismissive, almost like we were saying something wrong or didn’t know what we were talking about. We booked through Accor and had a voucher which had already been noted, but when I handed it over, the staff member looked confused and questioned what it was. We were told the room wasn’t ready yet which we completely understood. I just wanted to double check that the notes were on the booking about it being my birthday, that we had requested early check-in (knowing it’s subject to availability), and if possible a nice view. He said it was all there and mentioned we had been upgraded to a two bedroom, two bathroom which we appreciated. When we came back and got into the room, I will say it was beautiful and the beds were very comfortable, but the view was of a service station, car park and freeway which was a bit disappointing considering the occasion. The parking situation was also confusing. When we first asked, we were told our car wouldn’t fit. After questioning it and explaining our car height, it then came out that it’s actually a lift system. This wasn’t explained properly at the start and isn’t mentioned anywhere during the booking process, so it just felt a bit unclear. When I was asked to sign the paperwork, I took a moment to read it before signing. The staff member sort of stopped and looked over like I should have just signed it straight away, which made me feel a bit uncomfortable. I wasn’t told what I was signing, so I just wanted to quickly read it. I do want to say though, not all of the service was like this. The staff we saw later that night around 9:30 to 10pm were absolutely lovely. So friendly, bubbly and welcoming, and that was the first time we actually felt comfortable and welcomed. The same with the staff member the next morning at checkout, she was kind, smiling and just made us feel respected as guests. Those interactions were really nice and what we would normally expect. To be honest, the first impression did take away from the experience quite a bit. It left me feeling pretty disappointed, and if I’m honest, it actually made me feel like I didn’t really want to stay at that point. Especially as we don’t get to do this as often anymore due to cost and time. Even with a voucher, it ended up feeling like such a special occasion wasn’t starting the way we had hoped. I’m just sharing this as honest feedback because we’ve always had great experiences before, and this one just felt quite different at the start.

Dear Alicia, Thank you for taking the time to share your thoughts regarding your recent stay with us at Shadow Play Melbourne by Peppers. I sincerely apologise that your experience did not meet the high expectations you have come to associate with our brand. I regret that the initial interactions during check-in did not convey the warm welcome we strive to provide. Your feedback about the staff's demeanor and the handling of your voucher has been duly noted. I understand your disappointment regarding the room view and the parking situation. We aim to provide detailed information about our facilities, including parking methods, and I regret any confusion that arose. Your comments will help us enhance our guest experience. It is heartening to hear that the staff later in your stay provided the warm and friendly service we pride ourselves on. Thank you for your understanding and for highlighting those positives amid your concerns. We appreciate your loyalty and hope to have the opportunity to serve you better in the future. Kind regards, Nico Mackintosh Acting General Manager

Customer review rating 2.0/5

Craig S. Families - Confirmed reviews ALL

We were dissatisfied with our overall stay however, the staff were helpful and provided compensation for areas where they could. The food from the restaurant was too salty, the pool was not heated and had been this way for a couple of months. The hotel is promoted on the Accor website as a luxurious 5 star hotel and is really only apartments. The sauna and steam rooms were perfect to off set our family not being able to swim. We appreciated all the staff did to assist us with our room, the food as well as assisting us when we were booked to stay for three nights but cancelled the third night due to all the above mentioned things. We were also charged for public holiday rates when the days charged are not considered public holidays (Thursday/ Saturday) as per the public holidays act.

Dear Craig, Thank you for taking the time to share your feedback regarding your recent stay at Shadow Play Melbourne by Peppers. I genuinely appreciate your recognition of our staff’s efforts to assist you during your visit. I regret to learn that the dining experience did not meet your expectations. Regarding the pool temperature, we understand its importance for our guests’ comfort, and we recognise your concerns. I appreciate your understanding of the sauna and steam rooms as alternatives during your stay. Furthermore, as it is school holidays and was the Easter long weekend, our rates are higher during these peak periods. Your feedback is invaluable in helping us improve our services. I hope we may have the opportunity to provide you with a more satisfying experience in the future. Kind regards, Nico Mackintosh Acting General Manager

Customer review rating 4.0/5

Kara M. Families - Confirmed reviews ALL

Fantastic ! Would stay again 😁

Dear Kara, Thank you for taking the time to share your lovely feedback following your recent stay with us. We are delighted to hear you enjoyed our location, pool facilities, and breakfast selection, and that you had a fantastic stay overall. Thank you also for your kind mention of our kitchen team member – we will be sure to pass on your comments. We truly appreciate your recommendation and look forward to welcoming you back again soon. Kind regards, Nico Mackintosh Acting General Manager

Customer review rating 5.0/5

Catherine W. Couples - Confirmed reviews ALL

Very friendly service.

Dear Catherine, Thank you for taking the time to share your wonderful feedback following your recent stay with us. We are delighted to hear that you enjoyed your room, found our location convenient, and experienced friendly service from our team. It is also great to know you found the room well presented and that our staff were helpful throughout your stay. Thank you as well for your comments regarding the breakfast selection. Your feedback has been noted and will be shared with our team for review. We truly appreciate your loyalty as an ALL Gold member and look forward to welcoming you back again soon. Kind regards, Nico Mackintosh Acting General Manager

Other web-users rate our hotel

  • 369 reviews 9.3/10 Location
  • 623 reviews 7.1/10 Room
  • 506 reviews 8.2/10 Service
  • 5 reviews 6/10 WiFi
  • 257 reviews 4.7/10 Comfort
  • 205 reviews 6.3/10 Cleanliness
  • 161 reviews 7.7/10 Vibe
  • 154 reviews 6.3/10 Breakfast

Powered by Trustyou

Our other establishments nearby

All our hotels in Melbourne