Extremely Disappointing Experience – Poor Customer Service and Zero Follow-Up I would not recommend staying at The Pegasus International Hotel in Key West. During our family's stay, the room above us flooded, causing water to leak into our room. The water soaked some of our personal belongings, including my CPAP machine. We were forced to pack up and move to a different room in the middle of our vacation on Friday, May 1. While the staff apologized for the inconvenience, we were repeatedly told that the hotel manager, Sandy, would be contacting us to discuss the situation. Throughout the remainder of our stay, I asked the front desk several times when I could expect to hear from the manager. Each time I was told, "tomorrow." That continued until we checked out on Sunday, without any communication from management. Before leaving, I requested the manager's phone number. Since then, I have: -Left two voicemail messages for Sandy. -Sent two text messages requesting a return call. -Called the hotel's main phone number and left a message. -Emailed the reservations department twice. As of June 27—nearly two months later—I have not received a single response through any of these channels. To make matters worse, our return flight was canceled on the day we checked out. I asked whether the hotel could extend our stay for one night at a discounted rate, or even offer some accommodation given everything that had happened. The answer was an immediate "no." The overall customer service was disappointing. Rather than working to resolve the situation, it felt like the front desk staff simply kept telling us the manager would contact us later, seemingly hoping we would leave and eventually give up. Unfortunately, that is exactly what happened. The room issue alone was unfortunate but understandable—accidents happen. What is not understandable is the complete lack of communication and accountability afterward. Ignoring a guest for nearly two months after water from another room damages their belongings is unacceptable. Finally, for the price we paid, the hotel did not deliver a quality experience. The complimentary breakfast was one of the worst continental breakfasts I have encountered, offering very little selection or quality. The air conditioning in the second room was lackluster and did not keep up with the heat. Key West has many excellent hotels that appreciate their guests and stand behind their customer service. Based on our experience, I cannot recommend The Pegasus International Hotel. If customer service and accountability matter to you, I would spend your money elsewhere.

Cute boutique hotel consisting of 26 rooms. Built in 1952. They have done a decent job keeping it prideful. Beds were good...sheets & towels were clean. Excellent location. Decent value. Free continental breakfast should start sooner than 8:30. Free parking is a block away.

Room was full of bugs that crawled all over our stuff and the lady up front during the day was very rude and would not hear our concerns. So some context, we only stayed one night. We arrived pretty late around midnight but the lady who worked that shift was very sweet and helpful. One issue is that the parking situation was not clear, apparently there’s free parking included but there was no parking lot next to the hotel and is down the street. We were confused and ended up paying for parking before we went in, the lady told us parking was included with our stay and that we should have gotten an email from the hotel describing it, but we never did. Unfortunate because I paid $35 for overnight parking but didn’t make a big deal, as I was told I could contact management in the day. We got to the room and first impressions were really nice. We were thinking we should’ve spent another night here because it seemed like a nice place. We were exhausted so we immediately slept. We wake up the next morning and see that there are these little bugs crawling everywhere. They were tiny, but they were everywhere. The nightstands, the walls, the coffee machine, the bathroom sink, even on our snacks we brought and our bags. I found a hole in the corner of the bathroom they were crawling out of. I ended up cleaning the coffee machine and our bags but then decided to take some videos to show the staff up front. During checkout, I showed the lady up front some videos of the bugs. She was a different person than the one who helped us the night before. This lady immediately showed a bad attitude and said bugs should be expected because apparently it rained last night? I’m sorry but I do not expect bugs crawling everywhere in hotels. I guess in this place we should just assume they’ll have bugs according to her. When I explained that this shouldn’t be the case and also about the parking situation last night, she would keep cutting me off and raising her voice, and she’d go “do you expect some refund? You stayed the night so you won’t get anything.” When I asked to speak to the manager or get their contact, she kept refusing. Eventually she gave me a number to call but there’s no reason I should have to argue so much to get it. It’s a shame because we thought the place was nice overall and location was great. We considered booking it again the next time we came to the keys, assuming the bugs were just an issue with that one room and that the hotel would compensate us for it. Instead the rude daytime lady tells us these bugs are expected so I will not be staying at this hotel and I will be telling everyone I know to avoid it. Horrible employee who was the complete opposite of the nice lady at night.

Today 05/25/2026 is our checkout day at Pegasus International Hotel in Key West. The establishment itself is cute, comfortable, and reasonably priced for what guests pay. The location and overall atmosphere make it a pleasant stay. Unfortunately, the biggest stain on this hotel experience from check-in to checkout has been Maria at the front desk. As the first face guests encounter, she comes across as extremely unfriendly and unwelcoming. It honestly feels like she was hired as a favor to her family rather than for her hospitality skills. She clearly lacks proper training and has no understanding of customer service or hospitality. We personally witnessed her dismiss a guest who politely asked where she could buy a bottle of water. Maria simply responded, “I don’t know,” and left it at that without offering any assistance. Thankfully, fellow guests stepped in to help the poor lady. The hotel itself has potential, but management seriously needs to train their front desk staff better because hospitality starts with how guests are treated.

Hotel Pegasus is overpriced, poorly staffed, and nowhere near worth what they charge. I would recommend it to no one. I checked in on a Sunday for about a week and the problems started immediately. I had to unload luggage in a paid parking lane in front of the hotel, while the hotel’s actual parking is a block away. Our first room was unbearably loud. Yes, this is Key West, and some nightlife noise is expected, but this was extreme. The bar on Southard had people drunkenly singing and screaming late into the night, and it sounded like it was happening inside the room. On the first day, I also found a hole behind the bathroom door and missing pieces of tile on the shower floor, both of which I reported to the receptionist. I asked to switch rooms and was told nothing else was available. So instead, I spent most of the week barely sleeping and dealing with a constant headache. When they finally moved us on Thursday, they moved us from an executive king to a double. The second room was quieter, but the curtains did not fully cover the window and bright pool lights poured into the room all night. I had to hang a towel up just to try to darken it enough to sleep. The next morning, I found a dead German cockroach nymph on the bathroom floor. At around 8 a.m., I asked for another curtain panel or anything that would properly cover the window. I was told they would look into it. By 2 p.m., after asking again, I was told they had nothing. I then asked for an extra beach towel to block the light and was told housekeeping was done for the day and the laundry room was already locked. The front desk staff was mostly dismissive and passive-aggressive. The woman there most often seemed annoyed whenever I raised a problem and spent much of her time on the phone. Only one other staff member, who was there for a single day, showed any real customer service skills. Housekeeping was equally careless. One day I returned to find one bed made and the other left completely undone. And unbelievably, there is no one at the front desk from 6 p.m. until the following morning. For the rates they charge, this place is indefensible. Poor service, poor sleep, poor upkeep, and no accountability. Stay elsewhere.

Surprisingly nice and modern room and shower. Bathroom was a little tight opening and closing the door. Loved the heated pool and 2nd floor veranda common area that overlooks Duval street. Decent breakfast but lacking bacon or sausage. Elevator was great to have as our room was on the 3rd floor but quiet. No street noise. Off street parking is on the next block and was a little difficult to find. Desk person seemed unobservant. I had to step around the computer to see and speak to her before she noticed that I was even there. Loop road bus was discontinued so walked everywhere. Overall, we had a very good stay!

My room was clean and comfy. I love the layout of the building. Location Location Location. It's perfectly situated in the middle of everything. 1-15min walk to almost everywhere you will want to go. The lady at the front desk is super helpful and very kind.

I booked a hotel room from 12/31/25 to 01/02/26 for a fun filled trip. The location was great but on last day of the trip woke up and noticed a bed bug crawling on the pillow. Immediately took the pillow down and no person was at the front desk but two other workers were near the breakfast eating location. Showed them the pillow with the bed bug and they apologized over and over. After a bit we checked out and talked to the front desk lady and she apologized for the bug (bed bug) and that she would refund us the money for our trip and also the room was condemned. I have called numerous times and left voicemails with no return call, Amex has called and emailed them for a response and no response either. I still have not been refunded the $1716 due to bed bugs in the hotel room. Terrible hotel experience and horrible customer service

Location was fantastic. Carpark is a 2 minute walk from the hotel . Rooms were very nice and spacious. Pool and jacuzzi on the second floor outside deck . Staff were lovely. Breakfast was absolutely fine . Would recommend

Rooms are tight with 2 queen beds but well setup with fridge and microwave, it is a small place with limited access to reception and breakfast menu is limited. But the best part is right on duval st and old town which gives access to everything walking. They have free parking too. The deck and swimming pool area is great too for morning tea and just hang out in sun ??. Highly recommended