Sunwing Travel Group
reviews and complaints

On Saturday we were scheduled to leave Toronto to Montego Bay, Jamaica on flight WG752. As I'm sure you know a lightning strike to a radar tower rendered this airport and all airports closed until the following day. As well Hurricane Irma and Hurricane Jose were forcing many islands in the Caribbean and the state of Florida to close their airports. All flights from Person that day bound to Montego Bay were canceled by other airlines. This was not a typical delay it was a stall tactic in hopes the airport would open in time to accommodate Sunwing passengers. When I spoke to many Sunwing rep's they did not provide me with any information and passed it along as a delay. Feeling very uneasy and doing my own research, calling all the airports in Jamaica, looking on line and speaking with other Canadian airlines providing information, we decided this plane will not reach Jamaica and did not board that flight. Our determination was in fact correct and that plane was diverted to Punta Cana leaving passages stranded in an airport already filled with Canadian passages trying to get home due to Hurricane Irma. The environment in the airport that weekend with Sunwing customers very disappointed with the lack of information boiled over and police were called in. This is not indicative of Canadian culture and values as we are a society know around the world for tolerance and patience. This could have been handled much better by Sunwing therefore de escalating a volatile situation. Your competitors were offer their passages later flights or compensated credit for the loss of vacation leaving them satisfied and happy that they placed their safety over monetary value. I was always a Sunwing supporter as we travel quite often and use your company quite often. When others complained I always came to your defence and believed in your company. My husband experienced his first panic/anxiety attack on Saturday and was brought to a doctor as were concerned with his health. Today after many disconnected phone calls, Sunwing employees just as confused as myself, attempts to get on a later flight to salvage what was left of my vacation I am left with nothing. I find my bank account $3000 less and nothing to show for it. My intention was to go on a well needed vacation and very happy to do so but for fear my best interest and safety were not being placed first by Sunwing I decided to avoid a possible tradgedy. We have worked with Sunwing as my children are Kidcation winners. We were very proud to represent the brand. The staff of Sunwing has always been good quality people and I feel that those who know us know we are as well. Please restore our faith with your company and provide us with a credit for our ordeal so we may again enjoy being a valued customer of Sunwing.

On my way to Jamaica on August 30th. I was traveling with my 9 year old son we had 2 carry on and 2 suitcases that was supposed to be checked in on the flight. We waited hours to be check it, Our flight was scheduled to leave at 5 and by time we got to the counter it was like 15 to 5. The lady that checked us in insisted we put our hand luggage on the scale. Our other 3 bags were under weight but she charged us $37 to check my hand luggage because it was 2 kg over. Because of that incident the entire plane was delayed. On our return flight that plane was delayed for over 12 hours causing me to lose a day pay. I need this issue resolved pls and I don't want travel vouchers as I will not be traveling with Sunwing ever again.

Booking Reference No. [protected] - September 5-7, 2017

I wanted to purchase the Price Drop Guarantee with my package. At the time of booking there was no option to choose to purchase the Price Drop Guarantee and no where did I see that it said it had to purchased at time of booking - I went through all the terms and conditions and register process and submitting a claim process trying to figure out how to get it. Any time I tried to register it told me I had to call - so I did at the same time I was trying to book my package - however with Irma the call center has been extremely busy and I have not been able to get through until this morning and they said there was nothing they could do bc it had to be booked at time of booking - but I repeat - there was no option to choose to purchase the guarantee. - I purchased the premium package, I purchased the cancellation insurance package and I even paid another $100 for Elite service along with the ridiculous single supplement fees (so I should get the premium package refunded at least).

I can send you all my call logs for how many times I have tried to get through to a Sunwing agent in the last three days and I can take screen shots of the booking process to show you there was no option given to purchase the guarantee.

The rest of my family purchased the guarantee as they booked through an agent with the friends n family options and they had no issues.
I try online and I get nothing and I seriously tried getting through to an agent but obviously there are more serious matters to deal with at the moment.

But please, I have been booking vacations with Sunwing at least 2 to 3 times per year in the last five years and its really getting frustrating now.

I've included a photo of the booking page where the agent has told me the option to purchase the guarantee is suppose to be - and as you can see - its not.

I look forward to hearing back from you soon,
Crystal Blowes

Hi I have a few details to give and hoping you can help.
Aug 22nd return flight from Newfoundland, could not check baggage online therefore had to pay more for the two pieces each we had.. Then to learn the third piece we had was over $200 no where online did it state that the third was this amount.. other passages also complained.. said online it was $37, overage was only $78.. believe we should be refunded this amount..Flight #818 Jarrod & Ella Loveman(booking # [protected]
Jarrod also had his luggage delayed on the original flight aug 4th and did not get the baggage until 5 days later.. he had to borrow clothing and wash and wear, how inconvenient was this..
Then on Aug 18th my daughter and her family were also travelling to NL on flight 835 from Toronto, and prepaid baggage for them as $42, it was charged twice. so the $42 dollars should be refunded as well. then having to pay more to return with the luggage due to no prepaid option.. I take it your flight was a little cheaper for them and us but the inconvenience of this money is not an option I am thinking of doing again.. Please let me know if you require more info..
Ella loveman
[protected]

Good day Sir/Madam,

I am writing you with some concerns from our trip we have recently returned from. We have traveled with Sunwing numerous times and have not experienced many to no issues until now. I feel it is important to inform you of these issues to help prevent more unpleasant surprises for both you and your traveling customers.

We stayed from Jan 5th-12th @ the Riu Bachata in Puerto Plata. We over all had an OK trip but it left a lot of with a lot of disappointment.

Here are some of our main issues that all travelers going there should be aware of:

-24 hour snack does not exist. At Bachata the snack bar is only open from 10am-5pm and from 10am-12pm its only fruit. the only other snack bar we found open was at the Merengue and its hours were from 1030PM Till roughly 3am from our experience. We were traveling with our children 8 and 11 years of age so we had to adjust our HOLIDAY plans to ensure everyone ate! That for one is extremely disappointing. We NEVER experienced this at any All inclusive. Its wait in line for 2 hours and maybe you will get a seat. We were on holidays and didn't get to enjoy a single A la Carte! If you read under you meal plan then it states reservation free. A suggestion ... clarify . We ate buffet that was the same thing almost every day for every meal. Taste was fine but very little variety which is why we enjoy dining at the a la carte.

-Room, we booked a regular room but we "upgraded"to a family triple room in 1509. Honestly housekeeping was amazing but the room itself... the toilet was broken . They fixed it the following day alsoThe towel rack on the balcony was also hanging out the wall. Just those things should be fixed prior to the next guest arrival.The bed was the worst sleep we have experienced. We didn't complain in worry to upset the staff because its not their fault, but it was brutally uncomfortable and we never received a good night sleep. Our "upgrade" also placed us by the tennis court and the lagoon. Which you can imagine when the rain came down the smell that invaded our room was pretty bad. We live in Niverville, Manitoba, around pig barns so we can handle a lot but this was very unpleasant. We avoided our room at all costs until bedtime.

-Nexus was a very bad experience for us. We found it very difficult to find the rep/s and to gather information on the excursions. We had planned to attend 3 different excursions but we only were able to book 1. In the end the excursions we would have booked would have been canceled do to the heavy rainfall so its fine but there was a lot of issues that week we were there and we heard many complaints from other guests. The excursion we booked was Paradise Island which the morning of we had to pay more because he made a calculation error. I respect the humble mistake but booked based on the first price given and ended up having to pay an additional 100us . Just so many errors in booking. When getting on the bus they didn't have my children on the slip just as adults not 2 children. Thank goodness the guide was great .

-Pool staff was great but we never heard any music playing unless water aerobics or the amusement staff were running a drinking competition.

Music at night only at the night show.

That's almost key at resorts!

Our flight was delayed roughly 8 hours on our return home but was Completely fine. A Sunwing rep from New York stopped at our Hotel to give the Correct information to all off us. Otherwise it wasn't clear from nexus. The Sunwing staff service was great and we had a great crew to bring us home safe. The Trip/vacation itself just left us disappointed and We feel did not meet any expectations of a lot of vacationers. Its something we look forward to every year and this year was a big miss.

Thank you for taking the time to read this and I hope it helps you only better the communication and services to your future guest. Going forward from this vacation I cant confirm if we will continue to use Sunwings services as we have over the years.

Thank you and I look forward to hearing from you,
Crystal Bornn [protected]@hotmail.com
email was originally sent in January and have yet heard a response.

First I want to apologize for choosing Sunwing Airlines as my carrier to Cuba. All six of us was checked in on Flt WG642 to Cuba (booking [protected]) on Sat 8th July 2017, waiting at the gate to board the flight. The flight was cancelled and the gate was taken over by another airline. All of Sunwing's passengers was left there like a bunch of ridiculous fools without any communication/information from the airline reps. The reps run away and disappeared, displaying total disregard to their passengers. We had to beg the reps from other airlines for help. Sunwing clearly demonstrated to the public how not to treat passengers. I bet this cannot to us again. The flight was on the next day and was also delayed for hours with no explanation. Next time I will know better. Again I apologize for choosing Sunwing Airlines.

Following is my letter to Sunwing, which has been ignored!

To:
7828 Ostell Cr. Montréal, Québec H4P 1Y9
Vacances Sunwing
Montréal, Québec
7785 Côte-de-Liesse Ouest H4T 1G3
!
In reference to : Stay at “Rio Hato Playa Blanca from June 9th, 2017 to June 16th, 2017.
! August8rd, 2017
To whom it may concern.
This is a request for compensation for my invoice No.: 5637379, booking N.: [protected] for a vacation in Panama at Riu Playa Blanca from 9. June 2017 to 16. June 2017.
As already indicated in my report submitted to Sunwing’s agent at the above mentioned resort, I was been violently ill with acute gastroenteritis, beginning on the very first day of my stay at Riu Playa Blanca after eating my first meal served at the resort restaurant. The restaurant was experiencing a major outbreak of food poisoning, most likely, due to salmonella contamination. Despite the fact that more than 90 % of the guests reported being sick at the time, the management of this “5 star” resort flatly denied any responsibility for the outbreak. They took no measures to protect other guests.
To make matters even worse, on the first day of my stay, there was only a nurse available for medical assistance and she had already run out of appropriate medication. She told me to purchase a medication at the gift
shop but these pills made me even more sick. Later I discovered that what they sold me were anti-acid pills.
Finally, on the third day of my stay, a doctor sold me appropriate medication, which was effective and finally stopped my persistent vomiting. The rest of my stay I could only drink tea and eat boiled rice. After returning home, it took me another week to fully recover from this horrible experience.
Over the years, I have booked many vacations with Sunwing, mostly at RIU resorts. I have enjoyed many stays at RIU Bachata and RIU Merenge in the Dominican Republic in particular. These resorts provided far superior services despite having lower star rating than RIU Playa Blanca in Panama. I am therefore shocked that, even after receiving numerous reports of serious food contamination at this resort, Sunwing does not take appropriate action to bring the facilities up to the expected health and safety standards. Or at the very least, inform clients that this resort does not maintain those standards.
Based on the above, I expect Sunwing to compensate me with a full refund (or a voucher) for one week of free vacation trip to an equivalent RIU resort.
In such case, I will not proceed with a legal claim for the full cost of this vacation as well as compensation for suffering food poisoning.

I booked this trip in June 2017 for departure Sept 5, 2017. I specifically made sure that it was a direct non-stop flight. My itinerary confirms this. When I check your website today I notice that it is no longer non- stop - it is now via Camaguey. My 3-1/2 hr flight is now 6 hrs. I am not happy about this and I called your customer service agent and was put through to a supervisor. Your customer service is very poor, he just kept telling me that I should have read the fine print. I had purchased insurance and thought that I could cancel and book the same trip with another airline - only to find that my full refund is in the form of a credit for future bookings. (again advised by the supervisor that I should have read the fine print - OK I get it). When I asked if I could switch to the flight on the following morning, I was advised that it would cost an extra $100 and there was no guarantee that that flight would be non-stop by the time it arrived. I told him to just leave it the way it was and it would be a lesson learned by me - never again. I can see that you get complaints all of the time and the attitude of your customer service agent tells me that you don't care - you already have my money, so I am not expecting anything to happen with this complaint - but at least I vented!

Hello,

My name is sorin bugarin and I was traveling to varadero cuba "grand memory" resort with sunwing airlines on july 24, 2017 flight # wg680 and returned to toronto with same flight operator (Sunwing airline) flight # wg681. I had a very bad experience with this two flights. Both were late 2 hours, which in return it shorten my vacation with approximately 4 hours. And the cherry on the top, was, when I ask the flight attendant on the returning flight to toronto (Wg681); why is this happening for the second time? She had a very sarcastic answer: I left my purse to toronto and we had to turn back to grab it. Is this the best way to answer to a costumer? Is this is the way how you train them to answer? I don't think that was very professional, if I would answers this way in my line of job I would be fired on the spot. So, I didn't appreciated at all here response and I will thick twice from now on if I need to fly down south with sunwing. Please let me know what will you do about this and how will you resolve this issue.

Best regards,

Sorin bugarin
[protected]@gmail.com

Booking Number [protected] - Kittson & Petersen party of 4

Years ago we traveled with Sunwing and had bad experiences. We vowed we would never travel with them again.

But you think things will change for the better, so thought we would give them another chance. We wanted to go to Cuba and Sunwing had the only direct flight from Vancouver BC.

The first invoice we rec'd had some errors on it so we contacted them and had them corrected. This was understandable so we weren't worried.

Then we heard the horror stories about staying in the Paradisio Varedero Standard suites. After much discussion within our party we decided we would go from 3 weeks in Standard to 2 weeks in Royal Adult. I was very confused with the explanation regarding prices etc. (charges were the higher of ? - did not understand it - prices on website were for first time booking only?). Then when we rec'd our invoice it was wrong.

We wanted all 4 upgraded to 2 weeks in Royal and I don't know what they were thinking when they booked the Pertersen party, but the charges were wrong. I phoned back and I think I got this straightened out.

We are afraid we will get to Cuba and not have the rooms we want. With the travel comments about the standard suites and the ungodly flight times arriving in Cuba we are rethinking our future travel with Sunwing.

We would like to have a guarantee we will have the accommodation as requested (with adjoining rooms would be nice as well as an ocean view) at no additional cost, plus some compensation for the 6 hours I have spent on the phone correcting the errors.

Yvonne Kittson
[protected]@telus.net

My fiancé and I went away to Cuba for our engagement from July 16-23 where we experienced a horrible time at the resort. The nightmare lasted 4 out of the 7 days we were there. The condition of our room was beyond poor. Dead cockroaches. No toilet paper and a limit of 1 water bottle a day. My fiancé MArk John Joshua Michaylow had two rounds of food poison. I had 1 round as well. We spent 4 of those days s in our hotel room with extreme diarrhea and vomiting and diarrhea for him. Our telephone did not work and we were forced to run back and forth from the lobby to the room. The lobby told us they had no water bottles for us. Even after I explained he had been vomiting perfusely for two days in the room. He couldn't hold any food down in his stomach. After the lobby wouldn't help us I called a cab and took him to a hospital in Cuba where he was hooked to an IV for 4 hours and then we ruses back to catch the bus back to the airport to head to Toronto. At that point he was not breathing well on the plane and an ambulance came on board and took him to Toronto general hospital. Where he was diagnosed with pneumonia and fluid in the lungs due to vomiting so much from the food poisoning and dka from diabetes. We are incredibly disappointed with our experience at the memories paraiso resort, the food standards, and lack of water or help. We wasted more than half of our trip stuck in our room sick vomiting intensely. We would like to know what is going to be done about this, we did not have a good experience and we will never go there again. 4 days stuck in a room sick with no one to help us or give us bottled water. A refund would be ideal. Or costs of medical bills. [protected]

Dear SunWing,

On July 10th my boyfriend and myself flew out to punta cana for his birthday on sunwing flight number WG420, confirmation number [protected], departing from toronto pearson airport & destination santo domingo. the name of the hotel was be live experience hamaca beach (gardenview). Unfortunately we have had many issues on this all inclusive trip that i will go into detail below.

1. We arrived the hotel and checked into our room and it was dark and depressing, double single beds, poorly maintained bedroom area, no television, dirty/stained toilette and rusted moldy shower in the bathroom and the Air Conditioner was broken. Not what we seen online upon booking.

(The hotel also charges $3.00 ea per day for a safe lock, which I found very strange for an all inclusive trip. We paid $21.00 USD when we technically stayed for 6 days and checked out at 6:30am on the 7th day)

2. Unsatisfied with our accommodations. We had asked for another room. The front desk employees said that it is the standard suite and another room would be considered an upgrade. At that time one of the front desk employees started showing us other rooms at different prices and it was more that what we brought with us.

We then decided to return the safe lock in hopes to use the $21.00 towards the $220 that we brought with us and was denied. The front desk said that the paperwork was filed and non refundable. They spoke with each other briefly and told us that they would give us a cheaper room that was acceptable. We paid an extra $210.00 USD cash to the employee and was not offered a receipt or to pay at the front desk. He explained $30 USD per night for 7 nights but we only stayed 6 nights leading to checkout.

3. we then got settled into our new room and from we finished showering, seen cock roach's everywhere. in the bathroom, near our bed on the floors, ontop on the counter top in the coffee basket and in our bed ( which we have recordings of) & also black mold on the a/c unit. We immediately called Sun Wing about this and they told us to speak to representative in the hotel which was never reachable. We called and messaged him via his phone number and got no response.

4. Beyond the room, While we were getting food in the main buffet we noticed a large cockroach in the buffet coming from the kitchen going under the buffet table of which everyone was eating from and on the counter top at the Mango's late night snack bar by the beach.

5. We felt very uncomfortable and wanted to fly home early but didnt have the funds to do so.

6. Upon checkout we asked the employee at the front desk for a reciept of our room upgrade and she had no record of that so we had to tell her how much we gave for her to print a receipt. Which was very sketchy of a "4.5 star" rated hotel.

7. i feel like our vacation was not what we expected and did not deserve our money and deserve a refund.

Videos will not upload, will find another method for viewing upon request.

Please email me back at [protected]@gmail.com
or phone me at [removed] for more details.
thank you.

July 13, 2017
Sunwing Travel Group Customer Care Service
Sunwing Travel Group
27 Fasken Drive
Toronto, Ontario
Canada
M9W 1A2

Re: Severe flight delays and poor customer service.

I am writing to you on behalf of myself and my family; my husband, Uncle and two Aunts. We purchased a vacation through Sunwing, flight WG702 to Grand Bahama Island departing on Saturday, July 1, 2017 and returning to Toronto on flight WG703 on July 8, 2017. I am writing to express my dissatisfaction regarding severe flight delays and poor customer service. I am requesting compensation for two days of lost vacation time that we purchased in good faith.

Please note that my Uncle is 82 years of age, one of my Aunts is 76 years of age and my other Aunt has a physical disability. She had medical certificates on her person at all times. We were informed that we were not able to pre-book rooms which would accommodate her disability. However there would be no concerns on arrival as long as we explained our needs. On July 1, 2017, our flight was delayed from 6:15 am to 8:30 am. We were exhausted as we were at the airport at 3:00 am, three hours early, as recommended. When we arrived in the Bahamas there were issues with our rooms, which were located so far from the hotel that I feared my Aunts and Uncle would collapse from heat exhaustion on the way to the rooms. This issue took approximately one day to resolve, with several trips to the lobby speaking with numerous receptionists and the manager on duty. I made several trips to the security desk to request a wheelchair only to be told there were none left. I located a spot on the beach where my Aunt could reasonably walk only to be told it was reserved for “VIP/Members” and we had to move. We were not informed until we finally spoke to the manager that there was a cabana reserved for the physically disabled. After we spoke to the manager, service improved considerably.

On the day of our return, we were asked to be in the lobby, packed and checked out, by 7:30 am to take the bus to the airport. The flight was scheduled for 10:30 am. We were ready and in the lobby on time, in fact a little early. At approximately 7:30 we were informed that the flight was delayed and the bus would arrive at 1:30 pm. We were told the flight would now depart at 4:30, with no explanation given. With all our bags packed we decided to have breakfast and relax in the lobby until the bus came. We were not able to enjoy the beach or the pool. When we arrived at the airport, we lined up at the check-in counter only to stand in line, as there were no representatives on duty. When we were finally checked in we waited in the waiting area for several more hours, with no information. Our flight departed at 6:00 pm, a total of 7.5 hours delay. To make matters even worse, when the plane landed in Toronto we were detained on the airplane for an additional 45 minutes as there were issues with the gate.
As you can see, out of a seven day vacation, we had only 4.5 days to enjoy the Bahamas.

As I was boarding the plane in the Bahamas at 6:00 pm, I was provided with a letter from Sunwing printed at 9:08 am on July 8, indicating our flight was delayed to 4:40 pm (which was of course incorrect) and offering a $75.00 voucher. The voucher is inappropriate for the following reasons: The voucher expires within one year of the date of issue, which in itself results in many unused vouchers as many people cannot travel so frequently. Secondly, the amount does not compensate me for two days missed vacation. Thirdly, I will not travel Sunwing again which of course makes this voucher useless to me. I noted upon return from my “holiday” that Sunwing was the subject of news coverage the very next evening, as passengers waited over nine hours at Toronto Airport for delayed flights. I have been hearing story after story which leads me to believe this is not an isolated incident, rather a pattern of poor customer service.

I am requesting to be contacted at your earliest convenience and to be compensated for the poor service as indicated above. Otherwise I will not hesitate to take further action.

Sincerely

Michelle Paolone
61 Jewell St., Thornhill, Ont. L3T 2J4
[protected]

While traveling to Royalton White Sands in Jamaica 7/5/17 - 7/10/17. I went to an presentation for vacation packages. Now everyone I send to presentation, received 5 free nights back for up to 5 people. NONE were interested in purchasing an package. I on the other hand was VERY interested, just unable to make an down payment of any kind while on vacation. Also, wanted to discuss with adult children as we would be purchasing as a family. I WAS NEVER OFFERED THE RETURN TRIP! When I complained to manager I was told, "You received an gift bag instead of the trip", my reply was the people I send received both the bag and the trip! I don't understand why I wasn't offered the return trip when as I stated I was the only interested in purchase. I not asking for special treatment, but to be treated the same, considering I WAS interested in purchase!

This would have given me and my children the opportunity to come prepared to purchase plan.

Thanking you in advance for your time and consideration.

Respectfully
Kimberly Lowe
[protected]@gmail.com

Res

http://kathilee1.simplesite.com/435209357
I have attached a link to my blog outlining my experience, complaint and what transpired from that point. Photos are included in my link

I don't want any one else to have to suffer through the experience we had and it would be wonderful if this company were held accountable for their part in it.
Photos are included in my link

Hey there,

Not really a complaint but more of a informative message. Send this e-mail to your IT department that handles the website. There is a misspelling and just wanted to let you guys know, that is all. Just looking out. When selecting seats for your flight, seats that are $50 each, well the message says "$50 earch way" it should be "each". Check screen shot. :)

Formal Complaint
Booking Number: [protected]

As a customer I am completely outraged at the experience I endured while visiting The Dominican Republic that I have booked with Sunwing.
After 40 years of marriage, we decided to spend our anniversary by purchasing our dream vacation in The Dominican Republic. Unfortunately, our dream vacation changed into a series of nightmares. Nothing that was presented by Sunwing in regards to the hotel and its amenities was true.
1. The transfer from Punta Cana airport to Be Live Experience Hamaca Garden in Boca Chica took 3 hours and 20 minutes. We were the only couple arriving at Hamaca Garden from Calgary and we were the only ones present on the small 9-person bus after they have dropped off seven people at a resort 30 minutes into the bus ride. No information was provided whatsoever.
2. When we finally got into our hotel room, it was already past 7PM. The room we were provided with was an absolute disaster; the room itself looked nothing like the ones shown on the Sunwing website, the room had a queen size bed with an ancient and holey mattress, the tv was busted and the room had really noisy A/C, the only other furniture provided was an old chair, four small tables and a broken coffee maker. The light in the bathroom was supposed to work on a sensor which didn't work because of this we had no light in the bathroom. After trying to contact the reception several times ( due to them picking up the call and hanging up), we had to go to the reception personally. I was really frustrated by this situation because my husband is legally blind (and after a knee surgery) and we felt that we were completely pushed aside and disregarded by the hotel. When we spoke to the reception they sent a guy to see us in the room. His way of fixing the problem of no light in the bathroom was using the only chair in the room as a stepping stool and to turn off and on the sensor manually. This was the end of our first day.
3. Next day, we lost the entire morning waiting for the Sunwing representative who arrived after almost an hour wait for him, he introduced us to the activities but the main activity we wanted which was the Santo Domingo full day tour was no longer available because they do it on Tuesdays and it was already Tuesday so too bad. Because that was the main thing we wanted to see, he recommended us to another agency for the trip so we could take it on Wednesday. The various information packets on trips and about the hotel were only available in French, Spanish and Russian. There was no English information packets available. The Sunwing representative also introduced us to his schedule in the case we would need to see him again, however after this meeting we never saw him again even though we searched for him various times and we were told each time that he was off. In the afternoon we finally wanted to go to the beach so we went and we were hit by a vast disappointment. The beach that was pictured by Sunwing on their website was for the new VIP hotel while the hotel we were lodging in only had a tiny piece of the beach that was dirty, smelly and overpopulated by the guests of the Hamaca Garden. The large portion of the beach was empty but that was because it was private and belonged to the VIP hotel that was part of the Hamaca Garden, but not really( what you show on your pictures is the new hotel not the one you actually live in while visiting this place = complete misrepresentation!) The next shock came when we returned to our room in the evening in which was a very and I mean very loud noise. Firstly, we thought it was the A/C so we turned it off but the noise remained. So we checked with neighbours but they didn't hear it so we once again tried to call the reception, after several tries a man picked it up and he gave us a number for customer service. This was pointless as no one picked up either. So we travelled to the customer service in person. We formed a complaint about the state of our room and the loud noise in the room and the particular person told us that they have to change our room but not until tomorrow after 4PM. My husband got really angry and then the guy decided we will have new room immediately. New room was on the main floor in the next building, the guy checked the A/C if it was working, lights were ok in the bathroom, the tv didn't work and the minifridge was actually very warm so he plugged it out and put it aside saying they would replace it TOMORROW. The replacement never occurred. So we went to bed. However the A/C was unable to be turned off, it was set for maximum and it would allow nothing for change. To try to counterbalance the cold we had to open the balcony doors and while being dressed in all of our clothes that we brought so we could somehow manage to sleep.
4. In the morning at 5:30AM we went once again to complain about the state of the room we've been provided with. in THREE hours nobody bothered to come so we went back again to the reception and then finally somebody came to fix it. The only thing they fixed was the A/C.
5. There were no activities or live entertainment, only casino and disco after 10pm. Because of the lack of space by the beach we were able to enjoy the water only twice.
6. The way back home was an utter disaster. The lazy loaders that loaded the luggage into our airplane manage to break the door of the plane because they waited sitting on the belt that was loading the suitcases up. Because of this our departure was delayed by three hours in Punta Cana and the pilot announced if they don't fix it we will have to spend the night in Punta Cana Airport, Eventually it was fixed after 3 and half hours.
This was honestly by far the worst vacation we've ever experienced and although we have used Sunwing previously with our trips to Cuba and Mexico and those were good trips, the state of our experience in the Dominican republic is forcing us to give our business to different agencies other than Sunwing. We feel we have been lied to, deceived by what was presented to us and what we actually experienced, the nightmare memories of this trip will haunt us for a very long time. This is the second time we have tried to contact you in regards of our experience. We feel insulted by the lack of your customer service.

Really disappointed in our family vacation we took in January and even more disappointed in how Sunwing is handling this situation. The resort is owned by Sunwing and you guys should take more responsibility for your product.
We had 11 family members on this trip and spent a lot of money. The resort it's self was lovely, but 2 out of the 5 rooms we had should not have been rented out. We asked for other rooms, but the rooms they showed us were just as bad.
Mould was everywhere! Growing on the walls, up the curtains and it even stained our pillow cases. I now have a chronic cough do to black mould. There was blood stains on our bedding and we were locked out of our room 9 times. We lost a whole day of our vacation because we went for breakfast and the couldn't they couldn't get us back into our room until 3:30. We had no bathing suits, books or even money. Whole day waisted!
I have been told several times that no compensation will be given. Do you really think that these issues are acceptable in a 4 star resort.?

We were in Jamaica for a destination wedding. We were at Rui reggae when a fire broke out. We were getting our lunch and the kitchen buffet area filled up with smoke. Being a fire fighter I tried hard to get my broth out. But he kept filling his plate as the smoke hit the ceiling and travelled down. I stood at the door to keep it open. So people would get fresh air.
We later were given minutes to pack and were put up at another resort.
I spent a lot of money to enjoy myself. This event has stayed with me and has ruined the memories of Jamaica and the wedding.

Hello,

I was visiting the Bahama this week - I stayed at the Riu Palace Hotel on Paradise Island between May 14th and May 18th 2017.

I had booked an excursion for snorkeling with the "Flying Cloud" Boat on May 17th - departure time from the Hotel was 1:15pm. The sales representative was Tameka.

I bought 2 tickets -$80 USD each.

We began to snorkel - it was very windy, the water was very, very choppy - it was difficult to swim - the waves and choppiness of the water caused my life-jacket to push up against my neck - causing me to choke - I immediately left the water and returned to the boat. As I took my seat - I also noticed other passengers returning from the water with the very same complaint.

I also noticed that the operators of this tour seemed aware of what was going on - but still continued with this excursion. There didn't seem to be any concern for the safety of the swimmers.

Note: I've done this type of excursion before (on Paradise Island) and I have never had such an unpleasant experience as this one.

I would like to request a full refund for this excursion.

If you need any further information - please contact me - at [protected]@yahoo.com.

Regards
Sheila Menichetti