Dear Sir or Madam,

Pegasus II Travel, 28
31/10/2013
I am writing to complain about the abominable treatment my wife and I
received throughout my stay in Hotel Paloma. A completely opposite
experience to that advertised by your travel agency was suffered during the
9-day stay, and the hotel did not meet the minimum standards of a fourstorey luxury hotel. What was sold to us did not square at all with reality
and we feel that the experience in no way reflected the high price tag.
A series of unfortunate events gave rise to an explicit request to change in
accommodation within the island, and which consequently resulted in an
abrupt end to our vacation and thus leisure time that we had been promised
and paid for.
We first found that the hotel was located 28 km, instead of 20km(as
advertised in your brochure), away from Santa Barbara and the
infrastructure unbelievably precarious concerning roads and signing, which
made our trips to the capital so much more terrible, tiring and troublesome
as alternative paths were taken by the buses. Moreover, the bus service
failed to stick to the timetable of departures completely. We were often left
stranded at deserted but supposedly designated stops, not only causing us
distress but also ensuring that we failed to see any of the museums of the
island.
Regarding the hotel service, staff were often very rude, unpleasant with
many of them unable to speak anything but their native language. Very,
very, very few (not even countable with the fingers of two hands)
demonstrated a minimum understanding of either English, French or
Spanish. The cleaning service proved to have no interest nor motivation in
their job and over long periods of time disgusting scenes were witnessed
with no action or response by the hotel- e.g. A dog with a stomach virus
defecated uncontrollably in the shallow end of the swimming pool and the
excrement, besieged by insects remained there for two days and two nights
and us not able to swim in it until it was disinfected.
Whats more, there was no previous advice or warnings of how exotic the
place was going to be. Instead, my wife got bitten by lion mosquitoes and
later suffered from a violent allergic reaction and had to be taken to the
hospital. Vaccines, prior to the holidays, for this reaction are easily found in
pharmacies but no mention of this is made in either your brochure or was
told to us at the time of booking.
To finish with, we were given a room which did not meet at all with basic
expectations: no air-conditioning, views of the parking lot (when we paid for
a sea view) which effectively meant that the noise and dirt of traffic
frequented the atmosphere so no time could be spent on our balcony, at
times no hot water
After such disappointment, we feel that the sellers of the package have not
fulfilled the contract signed. Under the circumstances we feel that the only

possible resolution is a full refund. We do not want to take the matter further
but will be forced to if the matter is not resolved to our satisfaction.

Yours sincerely,