Pegasus Apart'Hotel — Hotel in Melbourne

RE to review on 2/06/25 Thank you for your reply, Stuart. I appreciate the acknowledgement of my feedback, but several points in your message are factually incorrect and, frankly, highlight the continued lack of communication and accountability that made my experience so frustrating. I would have raised these other issues had you not stated falsely that “we were pleased offer your group both flexibility on early check in and late check out”.

Firstly, your team stated that we were given an early check-in, this is simply untrue. We arrived at the hotel around 10am after our flight and were told we could drop off our bags until the room was ready. We were also explicitly told and, my other guests heard this too, that we would receive a call once our room was available, whether that was earlier or at the 3pm check-in time. No call ever came. We waited all day, only to finally return to the hotel ourselves and were not checked in until nearly 5pm. It was then that another employee told us that 3pm was a “guaranteed” check-in and that no call would have been made. This is a clear communication failure and led to hours of unnecessary waiting and confusion.

On check-out, we once again experienced disorganisation. We left 9 bags with reception and were given a tag for only 6, despite correcting the staff member and asking her to fix it. She assured us it was “fine.” However, when we returned to collect our bags at 3pm, your staff had trouble locating them. We waited around 15–20 minutes and were even asked to go behind the counter and search for our own luggage. We were also questioned about why only 6 items were listed an error made by your own team. This delay caused us to incur late fees on our Uber and fall behind schedule for our flight. All can be verified by your CCTV.

As for the lost items; two MAC foundations and a black face towel. The fact remains that they were absolutely left behind. All four guests have checked their belongings thoroughly. These were not perishable items and could have easily been recovered had your housekeeping team followed proper lost property procedures. Instead, after being dismissed and ignored over multiple phone calls, I was told by Rohit Vaid that I needed to involve the police for anything further to be done.

That is what still shocks me the most — that a guest trying to recover clearly lost items was threatened with police involvement for something so minor and human. Mistakes happen. Guests leave items behind. That’s normal. What’s not normal is the dismissive, defensive tone I was met with by Rohit Vaid, as though asking for assistance was unreasonable. At no point did anyone take real responsibility or attempt to resolve this in good faith.

Your apology feels more like a scripted formality than a genuine effort to make things right. This was never just about makeup or a towel, it’s about how guests are treated when issues arise. Given the undeniable miscommunication, poor handling of lost property, and the time, stress, and monetary inconvenience this caused, I believe compensation for the lost items is more than fair. I am not asking for anything excessive, simply to be reimbursed for the two MAC foundations and the personal towel that haven’t been returned. This is standard practice in hospitality when clear negligence is involved.

This experience was stressful, disappointing, and frankly, unacceptable. I hope Pegasus Apart’Hotel truly reflects on this and takes genuine steps toward doing better including offering fair...

I usually travel to Melbourne every January for the Australian Open. I’ve stayed in several hotels in Melbourne over the years, and I wanted to give the Pegasus a go. I booked a one-bedroom apartment with breakfast for two nights (Thursday, 16, and Friday, 17 Jan 2025).||Check in – MESSY, MESSY! ||We arrived at Pegasus Apart Hotel at 5:20 pm (Thursday, 16 January 2025). |I checked in with a lady in reception. She asked for my details, ID and credit card. Then, after staring at her computer for some time, she went to the other side of the reception area to talk to the person in charge, who I assumed was the manager on duty. Both were discussing something quietly for a while. Then, the manager on Duty (Rohit) came to me and said. "As a valued customer, we would like to upgrade you to a bigger apartment". However, he said, this apartment has an extra room for kid games. I told my partner, let's take it, how different it could be from a standard room.|The result was that it was very different and very dark. The apartment was 100% customised for a family with kids, not our type of apartment. So, I returned to reception to see the manager duty and told him we would prefer to stay in the room we originally booked. Then, I found out he had another two-bedroom apartment, and I asked him if I could see it. So, he took me to room 1704, which was far much better and pleasant, with nicer lighting. He mentioned, "We normally lock in the second bedroom, but I'm happy to leave it open for you". I'm not sure if that was true or not, but it was an absolute hassle; he could have just offered us that room from the beginning. I think what happened is that they didn't have a one-bedroom, and they tried to "upgrade" us to the property with two bedrooms customised for kids and keep the two bedrooms available to sell to a new guest. Fortunately for us, that tactic did not work, and we ended up staying in a two-bedroom apartment for the price of one. The entire check-in since arriving at the hotel and changing rooms took 45 minutes. ||Positive|• Breakfast. The café offers a great variety of buffet food. The staff was friendly and attentive. |• Location. The location is great or not, depending on someone’s plan itinerary. It is an excellent location if you plan to visit Victoria Market and other key features of the area, such as Melbourne Central and Flagstaff Gardens. However, Melbourne is a very walkable city, so the location is not bad, and trams are at your doorstep.||Negative|• Gym. The facilities need a makeover and better equipment.|• Rooms. The rooms we stayed in don’t do justice to the photos advertised on the website. However, the property is equipped with all the necessary items for a short stay. |• View from the room. When I booked the room, I was told that the rooms had no views, which is correct. Most of the rooms look at other buildings and there is no privacy. However, from room 1704, you can see a glimpse of Flagstaff Gardens. |• Lift: Be ready for a long wait. |• Reception staff: If you don’t have the room that was purchased originally, being honest can make the guests’ experience unforgettable, and not...

I usually travel to Melbourne every January for the Australian Open. I’ve stayed in several hotels in Melbourne over the years, and I wanted to give the Pegasus a go. I booked a one-bedroom apartment with breakfast for two nights (Thursday, 16, and Friday, 17 Jan 2025).||Check in – MESSY, MESSY! ||We arrived at Pegasus Apart Hotel at 5:20 pm (Thursday, 16 January 2025). |I checked in with a lady in reception. She asked for my details, ID and credit card. Then, after staring at her computer for some time, she went to the other side of the reception area to talk to the person in charge, who I assumed was the manager on duty. Both were discussing something quietly for a while. Then, the manager on Duty (Rohit) came to me and said. "As a valued customer, we would like to upgrade you to a bigger apartment". However, he said, this apartment has an extra room for kid games. I told my partner, let's take it, how different it could be from a standard room.|The result was that it was very different and very dark. The apartment was 100% customised for a family with kids, not our type of apartment. So, I returned to reception to see the manager duty and told him we would prefer to stay in the room we originally booked. Then, I found out he had another two-bedroom apartment, and I asked him if I could see it. So, he took me to room 1704, which was far much better and pleasant, with nicer lighting. He mentioned, "We normally lock in the second bedroom, but I'm happy to leave it open for you". I'm not sure if that was true or not, but it was an absolute hassle; he could have just offered us that room from the beginning. I think what happened is that they didn't have a one-bedroom, and they tried to "upgrade" us to the property with two bedrooms customised for kids and keep the two bedrooms available to sell to a new guest. Fortunately for us, that tactic did not work, and we ended up staying in a two-bedroom apartment for the price of one. The entire check-in since arriving at the hotel and changing rooms took 45 minutes. ||Positive|• Breakfast. The café offers a great variety of buffet food. The staff was friendly and attentive. |• Location. The location is great or not, depending on someone’s plan itinerary. It is an excellent location if you plan to visit Victoria Market and other key features of the area, such as Melbourne Central and Flagstaff Gardens. However, Melbourne is a very walkable city, so the location is not bad, and trams are at your doorstep.||Negative|• Gym. The facilities need a makeover and better equipment.|• Rooms. The rooms we stayed in don’t do justice to the photos advertised on the website. However, the property is equipped with all the necessary items for a short stay. |• View from the room. When I booked the room, I was told that the rooms had no views, which is correct. Most of the rooms look at other buildings and there is no privacy. However, from room 1704, you can see a glimpse of Flagstaff Gardens. |• Lift: Be ready for a long wait. |• Reception staff: If you don’t have the room that was purchased originally, being honest can make the guests’ experience unforgettable, and not...