Richard Mezner
Disastrous room, zero effort from reception – only the delegate and animators saved our vacation.
We stayed at Pegasos Beach as a family with a small child. We had booked and paid for a superior room, but upon arrival, we were placed in rooms 213 and 214 – which were in absolutely unacceptable condition. The dirty carpet outside the door was just the beginning. Inside, we found old, rusty furniture, dirt everywhere – from the bathroom to the curtains, walls, and beds. Instead of relaxing, we had to start fighting for the room we had paid for.
We contacted reception repeatedly and visited them daily, but we were constantly met with excuses: “Come back in two days,” then “Come back tomorrow,” then “We have no capacity.” No clear answers, just avoidance. Despite having booked and paid for the superior room, we were treated like we were asking for something extra.
One young receptionist in particular made the experience worse by giving us constant judgmental looks, as if we were bothering her. On the other hand, we want to sincerely thank the other young woman and man working at reception – they were helpful and acted professionally.
Eventually – after countless visits to the reception, calls with our delegate, and constant pressure – we finally got the correct room. But only after what felt like the hundredth attempt. The delegate had to constantly “bombard” the hotel to get things moving. Sometimes the staff claimed they knew about the issue, then they said it was solved, but nothing was actually resolved. When we finally got the keys to our new room, the receptionist kept asking for the old keys – even though we had already handed them over to the manager.
This entire situation ruined our vacation. We only received the proper superior room on the fifth day, and by then, most of the trip was already gone. Were it not for our amazing delegate (who had nerves of steel!) and the excellent animation team, this vacation would have been a complete disaster.
In conclusion:
The hotel itself has potential, but the behavior of the reception staff, the filth in the rooms, and the way guests are ignored is a huge downside. If you’re booking a superior room – double-check everything and keep written proof. We had everything documented and still had to fight for what we paid for.
Big disappointment for us. See for yourself.
Dr. Mircea Boris Vleju
It is marketed as a 5 star hotel but it really is not. I have been to 2 star hotels that had nicer rooms. I mean my AC had 3 settings 0,I,II,III. The hallways looked like someone puked and they didn't clean. The reception staff were a complete mess. The restaurant had no AC. The only redeeming qualities were the view and the service staff. But it's ridiculously overpriced for what actually is
Callum Edens
Avoid this hotel. We stayed here at the beginning of June 25 and raised the concerns with easyjet on the first day. The hotel is not a 5 star resort more like a 3 star. It is also a building site with many unsafe elements and should not have been open for tourists to book. Food was awful only the same Basic dishes without taste. No playground or kids club available. The hotel had no entertainment and heavily bias towards Italian speaking only. Reception team did not want to resolve concerns with the room and the hotel. Staff blamed management for opening to early as an excuse for many issues raised by ourself or others. The child's pool had open live wiring and an active building site within 5 metres.
Mark Whitehouse
Last weekend may 2025 our stay started .
Yes this hotel has had a major refit over the last winter, spring. Not fully ready as of this weekend
Eating area, bars , pools , kids play area , grounds, most rooms have had work done or still been finished off. Bedroom floors 4&5 still been done.
From what we have learnt they are well behind schedule.
From the pools looking up at the building you can still see rooms under refit.
All staff are chipping in to try sort things out.
Our first breakfast a bit poor offering , no juices ( only out of a gun system next to the Pepsi and fanta! ) no toaster but plenty of breads and sweet pastrys been offered, cooked breakfast and cold offerings.
Kids play area has been ripped out to be repositioned somewhere.
Kids club still under refit - not good when we picked this place because of our 5year old.
Zbyněk Růně
We have stayed at your hotel five times already and have always been satisfied. However, this time we are truly disappointed – and by something I never expected to matter so much: the animation team.
We are staying for 12 days, and since we’ve visited several times before, we have a basis for comparison – this review is not written after just one day.
There is a complete lack of communication with guests. Nowhere can you clearly find the daily program. Technically, yes, it is posted – but in a room used for luggage storage, where no one goes to read announcements (whose idea was that?).
The animation team seems to focus exclusively on Italian guests and barely interacts with anyone else. After ten days, we still had no idea when activities like darts or beach volleyball were happening. The animators literally walk past people on the beach, looking down at the ground. Has anyone taught them to at least shout, “Darts in 10 minutes!”?
When nothing is happening, you don’t see the animators at all. In previous years, they would at least walk around and give you the basic information. I had a good feeling from them. Now, even when they stand in front of the restaurant before dinner, they often don’t greet you – and not once did they tell us what the evening program would be.
Minidisco: Why are 8 animators dancing around the children? Parents can’t see anything and kids don’t know whom to follow. The song selection is completely inappropriate and frankly tragic. They play several unknown Italian songs that the children don’t recognize. The songs are too fast and would be more suitable for a Zumba class than a kids’ dance.
It’s obvious that the animators are inexperienced and afraid to speak with anyone who isn’t Italian. I dare say most of the guests are not Italian.
The evening programs lack any personal interaction and are so impersonal that they’re barely worth commenting on. One specific example: before the fire show, 8 animators are dancing at the minidisco, but no one tells the guests that a fire show is coming. No space is prepared in advance, and just before it begins, guests are suddenly rushed into place. Everyone has to organize themselves while the 8 animators stand by, showing no interest.
Unfortunately, the animators – especially their team leader – lack even basic organizational skills. If you are not able to analyze this yourselves, then something is seriously wrong.
Please take this feedback seriously. I’m only writing it because I believe it can help you improve. Sadly, we are now seriously considering not returning to your hotel in the future.
My Booking
