Прекрасный остров и ужасный отель Lovely island and terrible hotel

We flew from Kaliningrad with the Pegasus tour operator. Everything was organized clearly, there were no delays, upon arrival we were met, seated on buses and taken to hotels. We bought the tour using the early booking system and the hotel was positioned as 3 *. Before departure, we found out that the hotel was already 4 *, which we were glad about. When we were brought to the hotel, the mood began to deteriorate slowly. The view was original. A narrow street with an old hotel building on one side and a wasteland on the other. We arrived at the hotel at about 10 am, we had to wait until 2 pm for check-in. There is not a hint of air conditioning in the hotel lobby, stuffiness, +35 outside. We were very happy with the accommodation. The room just killed us. The air conditioner barely worked, there was no TV at all, but there was a bar counter and a kind of kitchen sink behind it. Attempts to change the number ran into a misunderstanding of the staff and an offer to come tomorrow at about 12, and so for several days in a row. Cleaning in the room was practically not carried out, the towels were not changed. They changed it themselves 2 times when the cleaning lady left a bag of towels in the corridor. The layout of the rooms is reminiscent of Harlem. From the window of our room to the window of the room of the neighboring building, 15 meters. In front of the window there was a tree on which cicadas terribly yelled. This went on from 7 am until sunset. The light in the corridors of the hotel lives its own life, it turns on with a button and goes out after... - it's as lucky. The road to the room was a network of labyrinths and stairs, it was difficult to move in the dark. In another such glitch of light, the wife stumbled on the stairs and, as a result, a cracked ankle.
Going to the doctor is probably a separate topic of the story. The Pegasus representative at the hotel refused to help, waiting for a response from the insurance company for about 2 hours. As a result, with the help of a hotel translator and her call to the Pegasus office, they explained to us where to go. All further negotiations with the insurance company were conducted by the employees of the medical center. A picture was taken very quickly, honey was provided. help, thank you very much for that. Three days after that had to be spent in limited traffic.
We lived on a breakfast-dinner system, but the hotel also has an all-inclusive system. The food is quite normal, always 2 types of meat, fresh fruit for dinner (watermelon and melon, peaches were given several times).

On an excursion from the tour operator, they went only to the island of Spinalonga, then they rented a car and traveled all over the island. I highly recommend taking a car, then there are unlimited opportunities to see. The island is small and everything is within a radius of 100-150 km.
Upon their return, they wrote a claim to the tour. The company is still waiting for a response.
My advice is to avoid this hotel, it is not rest, but torment.