The Jamaica Pegasus Hotel

Ackeem was excellent, he greeted us warmly upon arrival, customer service was excellent. He brought our things to the room and informed us how everything works he also told us about the nice places to go and chill in the hotel, Patrice was good excellent she was warm and inviting, she checked us into a newly renovated room. It's my first time staying at the Pegasus and base off the service we are receiving we definitely coming back.

**Review: Jamaica Pegasus Hotel**||My recent extended stay at the Jamaica Pegasus Hotel was a comfortable and welcoming experience, largely due to the outstanding staff who consistently went above and beyond.||The highlight of each morning was the **hearty and delicious breakfast buffet**. The extensive selection provided the perfect start to the day. However, the true star of the breakfast service was **Mr. Richard B.** His boundless enthusiasm, warm greetings, and genuine care for guests elevated the entire dining experience. He is, without a doubt, the most energetic and dedicated person on the breakfast team, and his positive attitude was infectious.||Furthermore, I must commend **Shuwana at the Front Desk**. Throughout my several weeks' stay, she was exceptionally helpful and proactive. On a particularly chilly evening, she promptly arranged for an extra blanket. More importantly, she regularly checked in to ensure everything in my room was satisfactory, demonstrating a commendable level of attentiveness and care that made me feel truly valued as a long-term guest.||These individuals exemplify the hotel's commitment to genuine Jamaican hospitality. Their personal touch transformed a simple stay into a memorable one. Thank you to the entire Pegasus team, with special appreciation for Richard and Shuwana.

Staff made us feel welcome! The room was great. Ackeem especially was helpful from the first day, made sure we were well taken care of. Christmas dinner had a nice added feeling and it was lovely spending Christmas here. Would definitely recommend for anyone staying in Kingston.

The hotel offers a comfortable and welcoming atmosphere, but what truly stood out was the exceptional service by the staff.|I want to give special recognition to Richard, one of the servers at breakfast. He is always pleasant, helpful, and professional. Richard goes above and beyond to make guests feel valued, he remembers meal/coffee preferences, greets everyone warmly, and ensures that breakfast is a delightful experience every time. His attention to detail and genuine kindness make a big difference and reflect the high standards of the Jamaica Pegasus.|Thank you, Richard, for making my stay even more enjoyable! I highly recommend this hotel for anyone visiting Kingston.

Our experience was with the Richard Brown, who attended to us at our table. Richard’s service was simply out of this world. Not only did he went beyond our expectations but he made us feel so relaxed, feel welcomed and made really enjoyed our time at the hotel, and in turn made us really enjoy our brunch. If fact I could go and on and on, about Richard. We hope to see him again when we are back again in the island of Jamaica

The front desk staff is consistently welcoming; however, my experience with the breakfast receptionist on 1/19/2026 around 9:50 a.m. was unacceptable. She treated us as though we were individuals who had walked in off the street seeking a free meal.|Despite presenting my room key and verbally confirming my name and room number, she continued to interrogate both me and my colleague about our stay. Her tone was demeaning and made it clear that we were being viewed as if we did not belong. This behavior drew unnecessary attention from other guests, creating an embarrassing and uncomfortable situation. As a result of this interaction, I lost my appetite and chose not to eat.|In contrast, Janice, our server, was exceptional. Her professionalism and positive attitude stood out and helped partially offset the inappropriate conduct of the receptionist.

I am writing to formally express my disappointment with the level of customer service I received during my recent stay at The Jamaica Pegasus Hotel from Thursday, October 30, 2025, to Saturday , November 1, 2025. Upon my arrival, my first interaction was with a frontline receptionist named Shuwna. Unfortunately, her manner was rude, dismissive, and showed a lack of acknowledgment and professionalism expected from a staff member representing such a reputable establishment. This initial encounter set a negative tone for what should have been a pleasant stay. As a guest, I believe every customer deserves to be treated with courtesy, respect, and attentiveness—regardless of background or appearance. Based on my experience, I strongly recommend that management review the conduct and customer service approach of frontline staff, ensuring that proper training and sensitivity are provided to uphold the hotel’s standards of excellence.

We have never stayed anywhere with service levels as bad as at the Pegasus. Whilst we had a few good experiences with some individual staff members at reception and at the pool bar, on the whole the staff were disinterested at best. We were generally made to feel as if they were doing us a favour by even acknowledging our presence. On Christmas Day, our lunch order by the pool took 2 hours to arrive - this was after chasing it up. The next day was improved but it still took 1 hour 15 mins. Pool area good. Overall a very disappointing stay.