Pepperclub Hotel

My stay at Pepperclub Hotel in Cape Town was, without exaggeration, one of the worst hotel experiences I have ever had.

The biggest issue was with the front desk and overall handling of a simple airport transfer. When making my reservation through the hotel’s own website, I clearly selected and paid for an airport pickup. Shortly after, I received an email from the hotel asking whether I wanted to book a transfer. I replied explaining that it had already been arranged during the booking. To my surprise, their response completely ignored this and quoted me ZAR 950. I replied again, this time attaching proof of my reservation and insisting the service was already included.

The real problem, however, happened at check-out. I was suddenly charged ZAR 1,900 for transfers—ZAR 950 each way. I immediately explained that I had only booked the arrival transfer and would not pay for a return I never requested. Even for the arrival transfer, although I eventually confirmed the ZAR 950 price, it should have already been charged at booking, which had been prepaid.

What followed was completely unacceptable: a hotel security guard approached me, became aggressive, physically pushed me, and prevented me from leaving. This is absolutely shocking behavior for any hotel, let alone one that presents itself as upscale. In the end, I paid for the arrival transfer just to de-escalate the situation, but the guard remained hostile and refused to apologize.

Beyond this major incident, there were several other negative points:

- The airport transfer service itself is not worth it at all. It costs more than three times an Uber, the car was quite old, and the experience was chaotic—I had to walk around the airport with the driver and wait about 20 minutes while he sorted out parking payment.
- The hotel décor is another issue. Regardless of personal taste, the excessive and over-the-top style creates a distinctly negative impression.
- Some service details simply make no sense. Every day (sometimes more than once), housekeeping removed the shampoo and conditioner from the shower area, leaving them outside. This meant I constantly had to remember to bring them back before showering.
- Breakfast is just average. It’s not bad, but there is absolutely nothing memorable or special about it.

The only positive point I can highlight is the housekeeping staff. They were consistently polite, attentive, and did a great job keeping the room clean and organized.

In conclusion, basic standards of courtesy and professionalism are clearly lacking at this hotel. Given the aggressive incident and poor management of a simple service, I would strongly not recommend staying here.

The team is very welcoming and attentive. The food is delicious, the rooms are comfortable, and the location is excellent.

Had a lovely stay. Super efficient staff and very friendly.
Will be using it as my default stay location for future stays in CT

Staff and hotel were great but VERY noisy at night until 4am. Complained and the staff on reception didn’t care. Shuttle bus drivers, two were lovely but the third watching social media on his phone while driving.

The hotel has everything a great hotel should have, as well as very helpful staff.
HOWEVER, it suffers a huge problem from the incredible noise from the bars and clubs at the corner of Pepper Street/Long Street. It starts at 10:00pm and booms through till 04:00am, every night!

You will not get any sleep.
Three of our group had to request room changes, which were honoured, BUT it made no difference. The booming music still kept us awake until around 04:30am, every single night.

As much as it pains me, I’d say book somewhere else at least two blocks away from Long Street.

Stunning service from the hotel! We thoroughly enjoyed everything the hotel had to offer! Thank you for the brilliant stay

This hotel does not deserve to be rated as a 5-star hotel. My experience was extremely disappointing.
I booked a specific room through Booking.com, but when I arrived I did not receive the room I had reserved. Instead, I was asked to wait at reception for more than three hours, and in the end they simply told me that there was nothing they could do.
I went to the reception several times trying to solve the issue, but unfortunately they showed no interest at all in helping or even trying to find a solution. The attitude was very unprofessional and the staff were not friendly.
The next day after the room was cleaned, they did not leave shampoo, coffee, or even towels. I had to call reception myself just to get these very basic things.
The room was also very noisy at night because it faces the street, which made it hard to sleep.
To be fair, the only two good things were the massage service and the breakfast, which were both excellent.
Other than that, this was honestly one of the worst hotel experiences I have had in Cape Town, and I definitely do not recommend staying here

We enjoyed the hospitality and staff support during our check in and check out. The breakfast was excellent and overall good service from all staff working at the hotel

Stand out service in this hotel - from check in to check out all was perfect and so incredibly friendly. Location is central - easy access to everywhere. Would definately stay again.

I often stay here for work travel. Lovely central location, great friendly staff and service. The breakfast at the restaurant is divine!

A fantastic hotel. Staff were so friendly and accommodating. They were always smiling, welcoming and ready for a chat. They always asked about our day and were on hand with any recommendations. The free shuttle service to/from V&A Waterfront were excellent.
A lovely hotel with great facilities - everything always clean and tidy. Great location right in the centre of Cape Town - close to everything.

Very nice room and very fairly priced. I stayed in this area and by the waterfront. I think it was nice splitting the time in Cape Town. The two areas have two very different feels. It was nice staying in both areas. The hotel is centrally located. It is close to the free walking tours. The restaurant is very nice, but a bit pricey for dinner. The breakfast is quite extensive.

We had a very comfortable stay. Our one bedroom suite was spacious and beautifully appointed. Our welcome was amazing with wine and cake delivered to celebrate our wedding anniversary with rose petals and ornate towels on the bed. The shuttle service to Camps Bay and the V&A was also a nice touch. I would stay here again if I wanted a city centre hotel

We arrived off a long flight from London and the welcome was very warm. Our room was ready ahead of the scheduled check in and it was a good size with a super king, a sofa and two arm chairs giving it a hint of a suite. There was a small kitchen area with a sink, tea and coffee making and a decent sized and cold mini fridge. The shower was huge with all the amenities you could want.

The pool area by the gym was small with only 9 beds and the pool, was freezing and not very big. However we never had a problem getting a bed though the sun does disappear off by 3, hence the cold pool.

The breakfasts were excellent with a decent buffet plus the option of al a carte to your table. The omelettes were excellent.

The area is surrounded by fantastic restaurants (Sea Breeze, Bouchon and Addis) so we only ate in the hotel once. The malay curry was excellent and the service exceptional.

The hotel runs a shuttle bus to the waterfront which leaves every two hours during the day and night, though Uber is everywhere and cheap. What let the hotel down and resulted in one star less is their attempt at a beach club. There is a shuttle to Camps Bay which took about 15 minutes. The beach club is in a unit in a shopping mall that has a couple of showers and some lockers. It wasn’t particularly clean, but worse was to come when they forgot to collect us. It’s not the first time this has happened and was caused by a lack of communication between the drivers on different shifts. The hotel were apologetic but no more.

Staying in Cape Town has two distinct areas. The Waterfront which is very clean and very safe if a little sterile and the CBD where the Pepperclub is based which is a little grittier but more authentic and where the local bars and restaurants are independent not chains.

All in all it’s a great hotel that is very centrally located and benefits from the shuttle service to the Waterfront. The staff are all a credit to the hotel and very friendly and helpful.

Hotel is great and staff is very helpful and friendly. The room were amazing and the view is stunning. Only drawback on the room was that we experienced a whistle noise from the windows when the wind blew very hard. Room service was not up to scratch. Called four times and were promised a call back each time as the front desk could not transfer me. Did not receive any call back. Gave up in the end. The spa and spa staff are amazing. The restaurant is great and the breakfast was amazing. The bar service was slow however the bar was understaffed at that time and cannot blame the bar lady as she was under pressure servicing the bar and restaurant. Overal really enjoyed our stay apart from a few fails.

Great hotel in central location, clean rooms and friendly staff. Value for money and ideal for the business traveller

Pepper club Hotel is a great hotel. Unfortunately, due to business I was not able to enjoy all they have to offer. Hotel is top notch though.

Well, where do I start. I went to another hotel in Cape Town and didn’t like the rooms, so I booked this last minute. I was greeted by Ethan who was amazing, he understood I was travelling and that it was a last minute booking. He checked me in and offered me a drink while I waited for room to get ready.

As I got shown to my room one of the porters was there to help me with my bags, I entered the room, an it was lush with a balcony. It was fresh and clean and just what I liked to celebrate my birthday. However the night club and long street with all the clubs and bars were loud and couldn’t sleep till after 4am.

In the morning I went downstairs and explained to kholiswa, and she apologised and said leave it with me I’ll sort you another room. A few hours later she called me to say my room was ready. This was on the 10th floor and that night I slept like a baby.

Godfrey the concierge/porter was fab! Was always there to help you.

I celebrated my birthday and for my breakfast they brought me a birthday cake.

This hotel is amazing! There is nothing they won’t do for you to make your stay amazing! They even have a little cinema, which you can use a they will provide you with snacks and popcorn.

The location is good and close to Bree street where’s there’s some lovely bars and restaurants.

Everyone in this hotel is exceptional, and I felt safe as a solo traveller. I will 100% be back, and kudos to the team!

Great customer service and the hotel location to everywhere was convenient. Also I noticed security on every street making it easier to mingle with the people. But still be careful

I had a wonderful 1-night stay. The beds are super comfortable and the breakfast service excellent. The fitness centre offers high quality equipment.