Peppers Gallery Hotel

Recent Reviews: 2389

• User:Melonie W

  Trip type: Family

  Terrible not up to peppers standards

  18 Apr 2026

  errible Stay – Not Up to Peppers StandardsOur stay at Peppers Gallery Hotel Canberra was extremely disappointing and nowhere near what you’d expect from the Peppers brand. At best, this felt like a 3-star roadside motel.We were initially placed in a “Queen” room that was incredibly small, with barely any space around the bed. The furnishings were old and damaged, including a chipped cupboard, and the bathroom door was faulty—it kept falling off and trapping you inside whenever it was closed.We had booked a five-night stay and knew immediately this wouldn’t be comfortable, so we went to reception. Because we booked through Webjet, a refund wasn’t an option, but we were moved to another room and given a bottle of wine. While this second room was larger and appeared newly renovated, the problems continued.The bar fridge didn’t work at all—we stocked it with drinks and food ( as there was no in room or onsite dining) , only to have everything spoil because it couldn’t keep anything cold. To make matters worse, milk was not replenished during our stay—you’re given a single small UHT milk on arrival, which is useless when the fridge doesn’t work.The TV was not a smart TV, and there was no Foxtel—only two free-to-air channels worked, with the rest not tuning in.The bathroom design was extremely poor. The only mirror was positioned along the bath wall, making it impractical to use unless you stood awkwardly inside the tub. The shower had inconsistent hot water and very poor pressure, with only a fixed rain shower head—no handheld option. The bathtub itself couldn’t be filled properly due to a low overflow drain.There were also no basic conveniences: no room service phone and no onsite dining at all. The minibar was completely empty on arrival.The bed was uncomfortable memory foam, and there were no extra blankets provided, forcing us to run the heater overnight, which made the room too hot.Housekeeping was another major issue. Despite staying five days, our booking only included one clean, and we had to choose the day. We were expected to take out our own rubbish and collect fresh towels ourselves. For the price and supposed standard, this is unacceptable. The room itself was not clean to begin with dirty carpets. There was no street parking available nearby for quick access—you’re forced to use paid parking a block away, which is inconvenient and costs extra.To make matters worse, the hotel was undergoing renovations during our stay. There was dust, chipped paint, tradespeople everywhere, and parts of the hotel were inaccessible, making it feel like a maze.Overall, this was a revolting and uncomfortable experience. I would not stay here again and would strongly advise others to look elsewhere. This property does not meet Peppers standards, and I would honestly like my money back.Terrible Stay – Not Up to Peppers Standards

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• User:AleksP1981

  Trip type: Solo travel

  Still a nice place to stay at.

  25 Jan 2026

  I’ve been staying at this property since it was The Diamant many years ago. It has remained very similar in style ever since, and in some ways is showing signs that it’s becoming dated. Being that the property od very likely to be Heritage listed, there’s only so much that can be done and probably needs time to get certain approvals, etc. but I can imagine this hotel being a stand out. In saying that, the staff are friendly, the rooms are clean, and the location is peaceful. There are restaurants close by - currently the on site restaurant is closed for renovations and you are directed to the QT next door - I didn’t actually have a need for it. Canberra centre is within walking distance, although I didn’t realise that there was substantial road closures and much of the centre is being redeveloped for the light rail extension. Even the maps feature on phone couldn’t keep up with where to go. It probably took an extra 400m until I figured out the way and then going back from the city I chose a different route to avoid the works.

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• User:Masonsfalls

  Trip type: Couples

  DISAPPOINTING

  06 Jan 2026

  From reading the reviews it is clear that this property has some work to do in getting it up to the standard ‘Accor and Peppers’ brand are known for along with some serious training of their staff. As Accor members we were so disappointed during our 3 night stay however, we do want to say a huge thankyou to Odea, Front of House Manager who did everything he could to try and ensure some of the problems we were faced with were rectified , he is certainly an asset to the Accor Group and we thank him sincerely.It is disappointing that the owners haven’t taken on board the reviews of their guests who take time to offer feedback and to date I’m still yet to receive a response from the General Manager to an email I preferred to write rather than outlining our grievances in a review. I’m still hopeful (so is our party of 8) that we may receive an apology for ruining our NYE! We certainly won’t be in a hurray to book another stay at any Accor properties.

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• User:mrluncha

  Trip type: Friends getaway

  I should have read the latest reviews before booking!

  12 Dec 2025

  Underwhelming at best, definitely not worthy of the Peppers brand. So many peeves, where do I start... The receptionist at the check-in was an arrogant, patronising youngster clearly out of his depth when it comes to customer service. The heating system in the room took hours to start heating anything - eventually it did, but I had to keep it at 27-28C for several hours before it started producing any results... I even resorted to filling the bathtub with hot water in order to keep the room borderline warm. Window blinds were bizarre - the semi-transparent light blind was permanently fixed at half-height, so you were completely exposed to any pedestrians walking past your window (my room was on the ground floor). The alternative was to draw the blackout blinds, but then you had no daylight in the room at all. The restaurant service was, shall we say, highly variable. The dinner on the first night was fine - nothing to write home about, but perfectly acceptable for a hotel restaurant. However, the breakfast the next morning could make John Cleese want to revive Fawlty Towers. From what I could gather, the breakfast was run by a completely different business, and their previous hospitality experience must have been a suburban Indian corner shop. The Maitre'D (if one could call him that) was a sulking, utterly unfriendly guy who obviously wanted to be somewhere else - e.g. he was chatting on his mobile phone at length while staffing the restaurant reception. The breakfast menu was very basic. The food took ages to arrive despite there being only a couple of other customers when we got there. This was our first and last breakfast at the hotel, for the remainder of the stay we had breakfast elsewhere. It also transpired that the room rate I booked did not include housekeeping. The reception made it look as "caring for the environment" (of course!) I don't remember the room rate being particularly discounted, and looking at the booking, the name of the rate was "STAY LONGER AND SAVE RATE" - nothing about "no housekeeping". The absence of housekeeping certainly wasn't clear at the time of booking. Had I known this, I would not have booked this hotel. The final touch was the morning of the departure. As an Accor Gold member, I was given a late check-out (12 pm - would have preferred slightly later, but this was the best the hotel could do). But obviously no-one told the housekeeping - they knocked on my door at 9:45 am to start getting the room ready for the next guest. I told them I was checking out at 12, but despite this, they barged into my room again at 11:45, just as I was in the toilet. Hardly an acceptable level of service for a brand Accor markets as "Premium" (as per the ALL website). Peppers Gallery, General Manager at Peppers Gallery Hotel Canberra, responded to this review Dear Guest,Thank you for taking the time to provide such comprehensive feedback. We regret that your experience did not reflect the premium standard associated with the Peppers brand, and we appreciate you sharing your concerns so candidly.Your comments regarding service consistency, room comfort, housekeeping communication, and dining have been taken seriously and reviewed by our senior management team. Over the past months, the hotel has commenced a phased improvement program focused on guest comfort, service alignment, and infrastructure upgrades. This includes enhancements to in-room climate control, window furnishings, housekeeping communication processes, and a broader refresh of public and guest areas.Our dining offering is also undergoing change, with a renewed focus on service standards and guest experience, alongside ongoing refurbishment works designed to elevate the overall offering. These improvements are part of a wider commitment to ensure Peppers Gallery Hotel Canberra delivers a consistent and welcoming experience aligned with Accor’s Premium brand positioning.We regret that these changes were not yet fully realised during your stay. Feedback such as yours is instrumental in driving meaningful improvement, and we sincerely thank you for taking the time to share it.We hope that, should your travels bring you back to Canberra in the future, you may consider giving us another opportunity to provide an experience more in line with expectations.Kind regards,OdeaFront Office Manager

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• User:Luketherad

  Trip type: Friends getaway

  Service by Favouritism

  08 Dec 2025

  The hotel itself feels old, tired, and in need of serious refurbishment. Unfortunately, the on-site restaurant was just as underwhelming. The experience was made worse by the manager’s attitude.When I placed my order, I asked for a glass of orange juice. I could not see the buffet as it is hidden behind a wall, so I had no way of knowing it was self-serve. Instead of simply explaining that, the manager brusquely pointed me in the general direction of the buffet.Moments later, the next couple walked in. He proactively asked them if they would like orange juice, they said yes, and he personally went to the buffet and fetched it for them. I want to be very clear that I had no issue getting my own drink. The issue was the obvious contrast in how I was treated versus how they were treated.Things went downhill further when I presented my Accor Explorer card. He visibly rolled his eyes and behaved as though my membership was a personal inconvenience, which is completely unprofessional.I will not be returning. The only positive was the reception staff, who were genuinely friendly and very helpful when I realised I had left something behind. Peppers Gallery, General Manager at Peppers Gallery Hotel Canberra, responded to this review Dear Luke,Thank you for taking the time to share your experience. We are very sorry to learn that your stay did not meet expectations and that elements of the service you encountered left you feeling uncomfortable and unfairly treated. This is certainly not the experience we aim to deliver, particularly to valued Accor members.Your feedback regarding service consistency and guest recognition has been reviewed carefully by our management team. We are currently undertaking a broader program of service alignment and property improvements, including refreshed training standards and leadership oversight, to ensure all guests receive the same level of professional, respectful service at every interaction.We are also in the process of planned upgrades to both the hotel and dining experience, aimed at better reflecting the Peppers brand promise and improving clarity, comfort, and consistency across all guest touchpoints.We appreciate you acknowledging the assistance provided by our reception team, and your comments — while disappointing to read — are important in helping us drive meaningful improvement.While we understand your decision, we do hope that future visitors will experience the positive changes now underway and see the hotel in a much stronger light.Kind regards,OdeaFront Office Manager

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