Sunwing Travel Group
reviews and complaints

I was assaulted in mid-air on my way back from Jamaica back to Canada. I submitted this to Sunwing Vacations, but since the manager did not report they do not believe me or want to pus this further. The person I interacted with (Kerian Hodges) will not push this further. Why would I lie about a person hitting my face in the air. I then asked if I could contact the crew because they wanted to close my case but was denied due to privacy issues (which I understand).

I guess the older woman who decided to hit me will get away with it and hit someone else in midflight.

I am writing to you to inform you of the status and treatment we received on our recent vacation to the Hotel Atlantico, Santa María del Mar, La Habana, Cuba.

Upon arrival at Veradero Airport we were instructed to board the bus for transportation to the Hotel. The trip from Veradero to the Hotel took almost 4 hours. I am wondering if our driver had ever driven a bus before. He was unable to shift and stalled the bus several times, unable to start it again. We also made what we are assuming was an undocumented stop while the driver pulled over to the side of the highway, and exited the bus. He went down a hill and had a lengthy conversation with someone in a house. No explanation, nothing.
When we arrived at the resort, we were told that the bus did not fit in the entrance way and were left in the street with our bags and told to take them into the lobby and check in. The bus for the return trip to the airport did pull right up in front of the lobby and loaded our bags without issue (the exact same bus style – different driver).

Once at the resort we were informed that check in time was 3pm. We were instructed to leave our bags in the lobby. Yes, in the lobby, where there was complete access to them to anyone on the property. We continued to check back at the lobby every 20 to 30 minutes and finally at 5pm, only after we called Sunwing, and they spoke to the reception desk, were we given our rooms.

The state of the rooms was definitely not 3 ½ star.
There are marks and holes in the walls, the air conditioners are beyond repair, the front cover fell off ours over and over (waking us the first night), so we left it on the floor.
The mattresses in the rooms were at least 20 years old, one with springs coming through the cover, we had to deal with beds ourselves. All of the linens were torn, and we doubt if they had actually been laundered recently.
The floors were sandy on our arrival. During our stay, the floors were never washed. They were swept, but were still sandy.
The chairs in all rooms were very dirty and full of sand; to the point where you would not sit on them.
There were telephones in our rooms. One in our party did not have a telephone cord from the phone to the wall. When it was requested, maintenance was sent to the room, and she was told that he would have to request a cord. Follow up daily with the front desk never produced a cord.
The televisions, although in excess of 10 years old were all working. The remotes, however were not working in 3 of the 5 rooms. One was missing batteries, when those were requested, again we had to waste time waiting for maintenance, and then the batteries were never received. In 2 of the other rooms the remotes did not function at all.
The bathrooms were also in serious disrepair. All had cracked and missing tiles. Mould in the showers. The taps around the sinks leaked. There was either hot or cold water, but never both. In one of the rooms the shower head was broken, so it had to be held and could not be put in the holder. This was also not repaired.
Towels were provided, and were clean. There are only bath towels (4 per room), no wash cloths and no hand towels.
In order to receive a new roll of toilet paper, we had to wait for the maid to check and see if we had one in the room already.
The beach umbrellas at poolside and at the beach were torn and broken. All of them. One day during the week we were told that we had to pay $5 for an umbrella at the beach. When another attendant arrived, and we asked for one, there was no payment demanded.
You are not able to walk on from the resort onto the beach in bare feet. There is garbage and glass all throughout the sand.

It became apparent to us on the first day that there was no management on the premises on the weekends.
When we attended the buffet for dinner, there was very little food. We were told that when they run out, that is all there is. The drink selection was just as disappointing. We were told that there was no juice available at the resort and that they did not have blenders.
On the Sunday following we spent a good portion of the day poolside. Again, there was a shortage of food. There is a Pool Bar where there are supposed to be ‘snacks’ served from noon to 6pm. When we asked to have the ‘burgers’ that were being prepared there, we were told no, that only the ‘ham’ and cheese sandwiches were available to us. We stood at the bar with other guests wearing wristbands while plates of ‘burgers’ were taken by a security guard from the resort to groups of (clearly his friends) people with no wristbands at the pool and on the beach.
All of the staff on Saturday and Sunday were all eating and drinking (beer) while working. It could be that this is allowed, but it’s doubtful, seeing as there was not enough food for the guests.
Staff on the weekend were also not wearing uniforms as they were during the rest of the week.
There was no outside cleaning done on the weekends. Glasses and cigarette butts all over the place poolside.

With the exception of Friday, all of the staff were rude and nasty. They ignored guests at the bars and at the front desks. It was like staying in a Hotel where all the staff is 12 years old. They were clearly there for their own benefit. All of the other guests that we spoke to during the week said exactly the same thing. At the Atlantico, you are on your own.

There was so much inconsistency in everything, the bars had different drinks, if you wanted a pina colada, you had to go all the way to the lobby bar, the pool bar said they weren’t allowed to mix them. The mix came in a bottle? There were issues with the beer as well. The bartended at the pool didn’t like how much foam was in the cups when she drew the drinks, so she would fill empty water bottles with draft beer and then pour from the water bottles into the plastic bottles. The beer was always warm and flat.
Water had to be purchased either at the store or at the Hotel. The Hotel refused to sell the large bottles to guests. We could only purchase small (8oz) bottles and they would not refill them.

On Sunday there was a homeless man asking for money of the guests by the pool. He then took a nap by the pool himself and was not asked to leave the premises by any of the staff or the security at the pool. To them, it was humorous. A joke, like everything else going on at the Hotel.

On Monday at the buffet restaurant, we were in line, and witnessed the gentleman at the omelet station cut his thumb severely. He kept cutting the ham, and scrambling eggs with the blood dripping on to the cutting board. He did finally wrap the thumb in napkins, and as it soaked through, he would replace the napkin. He did not wash his hands once, or wear gloves. Needless to say we avoided whatever food he was touching for the rest of the week.
During the week we also had the opportunity to see one of the cooks preparing lunch with no shirt on, and a woman serving in fuzzy slippers.

Throughout the week there was a clear shortage of silverware, glasses and plates. We were told many times that we would have to wait until they had washed the glasses, then someone would take our drink orders. When they did wash the glasses (at the bar) they just held them under running water and left them to drain, no hot water, no dishwasher, no soap. The situation was the same with the silverware.

On Thursday afternoon we went to the lobby desk and asked for a taxi. The woman at the desk called the security guard at the gate, and we were told to head out to the gate. Once there, we saw the security guard take $5 from the ‘taxi’ driver. We made sure with security and the ‘taxi’ driver that the price was $15 (this is what it had been all week, and this is the price that was given to us by the Sunwing Rep on Monday). The price was agreed and we headed into Havana. We had taken taxi’s from the City to the Hotel all week at the $15 price with no issues.
Before we arrived at our destination, the driver began insisting that we each pay him $15, he insisted that the price was per person. When we said that he and security had agreed on the $15 price, for all, he became increasingly threatening and was shouting at us. When we refused, he dropped us on the side of the road, and refused to take us into our destination (even though we had paid the original $15). We immediately thought that we should not have asked anyone at the Hotel for transportation.

On Friday, we noticed very early in the morning that something was different. All of the staff were in clean uniforms; the dining room had an abundance of food; the servers at the buffet were wearing gloves. While we were in the dining room, a group of Business People (we don’t know who they were), they were Cuban, and very well dressed, with a few other employees we had seen through the week on the grounds, walked through. This was the only day that all of the staff was friendly and accommodating.

We have been to Cuba before, and were aware of what they can and cannot get as far as food and supplies. We stayed in Cayo Coco at the Tryp, and although it is Cuba it is a million miles from the Hotel Atlantico. The food was much better, the resort 100 times cleaner and the staff 100 times more friendly and accommodating.

It is difficult for us to all travel at the same time and we have wasted this opportunity with much of the fault going to Sunwing. You should actually visit the resorts that you are rating, and stay there as a guest before you can recommend that anyone visit.

We will all tell our families, friends and co-workers to speak directly to someone who has been to a resort that Sunwing rates or recommends, and if they can find another provider, to go with them.

Booking #[protected]. I have tried over 12 times to contact by phone and emails in addition to Sunwing useless form letters. I was in Cuba March 17, 2016-24th, 2016. Our transfer was leaving the airport at 9:20am. I tried to find a Sunwing Rep to make sure our flight was on time. There were no reps and front counter of Valentin Perla Blanca in Cayo Santa Maria, were no help at all. I called Sunwing to confirm our 1:30pm flight. The person in charge at Sunwing Toronto, said ALL Sunwing flights are on time. I questioned her since hundreds of flights were cancelled due to weather, she again assured me Sunwing was the only flights flying. When we arrived at the airport we are told the flight is delayed till 9:00pm. The flight finally left at 9:30pm. We were suppose to arrive in Kitchener not Toronto and we were told that on the plane. They gave us a sandwich, that was very old. We landed in Toronto at 12:30am and were suppose to go to Kitchener. We waited till 4:00am and still did not know what and why we were waiting. They said Kitchener airport is closed. We had to find a way back to Kitchener at our cost. When checking in Toronto we paid for Elite Plus and had to wait in the huge line, since the Sunwing supervisor told us there is no Elite Plus and go to the back of the line. There were three people in our group and that was $120.00 each. I had to pay $30.00 for the phone call to confirm the flight, which we were lied to OVER AND OVER AGAIN. We were treated like cattle. No food or drinks. We are seniors and to be treated this way is nothing short of horrid. Tell Colin Hunter to get off his fat ### and take care of his clients.The reps I dealt with was Maryam Gordpour, who I asked for her to call me and Carly Totaro, who has her phone mailbox full and does not respond to emails. These people should be custodians if they are not Customer Service people. I want a response and a resolution yesterday.

March 14, 2016 landed in Jamaica from Edmonton, Ab Canada. Went to retrieve luggage and my wife's luggage arrived but mine did not. We are staying for a 1 week period so all my necessary belongings were in the lost luggage including electronics. Once realized my luggage was missing, I reported it to the terminal Sunwing Airline rep and she made up a report.
The lady instructed me to inform the front desk person at our resort and that they will keep in contact with Sunwing in order for latest information regarding where my luggage is.
Well it is March 17/16 2039hrs and there is still no definite word where the hell it is!
Resort people as well as my travel agent are having extreme difficulties trying to get to the bottom of this issue.
Last word from a person from Sunwing company is that they are in the process of doing up an email now?
To who or where not sure but this company will not admit fault. Sure under certain circumstances you can get a refund for items I needed purchased but what about the cost to replace luggage contents easily over $1000.00 CAN.
One thing to take your friggen money but another to stand up to company ethics!

Arrival February 03 2016 - departure February 17th 2016 (not a minute to soon). From the 03 feb 2016 to the 7th hat no hot water in what they called a room (bathroom window did not close therefore flies and musquitoes free to come in - the closet door was so rusted I could not close it the lamps in the room did not have bulbs the door handle on the room door fell out and stayed in our hand when ever we left the room there was no reception on tv. in the morning as early as 8:00 workers where outside our room banging on the outside walls patching cracks in the cement. On the 4th we made reservations at Casa de Al (Capone) for supper. The menu seemed quite extensive but when I ordered it came out to 2 items lobster (the waiter was poushing) my spouse ordered it, but I wanted something else, so the waiter suggested fish. I could hardly chew the fish so I ate what I could. That night I tought I would die, I'm sure I got food poisoning then it was downhill from then on. After several complaints we got an other room. There was hot water, rusted solid closet doors, filthy inside safe (I lined it with napkins), the chairs in the room where litterally falling apart (hand rest and back where brocken) windows where discusting, dirty inside and out, there was mould on the ceiling so bad that it was crumbling down on the floor and in the bathroom, lucky us we had bugs (ants) I had brought talk and powder so I spread it on the counter in the bathroom. the dining room, discussing from ceiling to floor to flies on the food. I ended up in the room with fever and uncontrolable shakes, diarhea. At the all night bar (lobby) it was the only place to get decent tasting coffee, but wait, the sugar dispenser was crawling with bugs, how gross I had been using the sugar in my coffee before my spouse actually opned the sugar dispenser because the sugar was not coming through (bugs where at the top and feasting etc.) the bar tender said to Fred It's ok it's good for you. We bought 2 excursions - the Catamaran trip should have been postponed it was 16 celcius on land that day, I spent the whole time wraped up in my beach towels (along with every one else on the catamaran) did not swim with the dolphins did not go snorkling. the only good thing about the trip was the excursion to Havana. I came back home with a bladder infection and my stomach is still very tender to touch as if I was punched out. I'm requesting a full refund, spent 2 weeks of my annual vacation for this horor show. So disappointed that a company like Sunwing would even sell this kind of all inclusive. Shame on you Sunwing...

Dear Sir
We recently used your services for a vacation in Cuba vacation Booking number [protected].
We were very disappointed with your services which fail to attain minimum standards.
The hotel was published in your ads as a 3.5 star hotel.
In your ad you highlighted "comfortable rooms"- however, the rooms were dirty, the windows were broken and taped, dust were everywhere and never cleaned, towels were dirty even after changed.
Many times there were no hot water. In the few times they had hot water- they urgently came to our room telling us that taking the shower causes a large leak of water to the underneath room.
Excursion- we took the Vinaly tour. Although it was a nice tour, your package ad says it will be from 7am to ~ 7.30 pm. In fact we were asked to go out before breakfast service was open thus we were given a ham sandwich in the morning instead of full breakfast.. The tour left Havana only at 9 am -2 hours after we were picked up from the hotel.
We returned to the hotel at 9.30 pm instead of 7.30 pm, a 2 hours late. As dining room was closed in 9 pm we had no dinned and this is after a long day of travel. At around 8 pm, when we realized we would never reach the hotel on time, we asked the guide to call the hotel to reserve some food for us. However, he did not have the hotel telephone number and could not get hold of the hotel! This is ridiculous and unacceptable!

These failures are unacceptable by any standards. None of these were set out before we travel . As a respected Canadian Tour operator and we believe the costs of this vacation should be cancelled and we should be reimbursed.

I took a last minute vacation to Cuba through Sun-wing and very unhappy with the hotel and their services, four star seems like one star, broken beds, no hot water, phone not, working, took 3days to have a beach towel, front desk not picking phone, phone to pick up from restaurant in pouring rain, no one came, rooms too far from main lobby, food was bad, booked a tour to Havana, with a proof of ticket, so after two minutes drive from our hotel the driver says your name is not with us and let us off. The memories Varadero beach resort, asked Mable at sun-wing to refund my money, she goes you can tomorrow, no i have other plan tomorrow, it took us two hours to get our money back, leaving hotel at 100am wash rooms all locked, Please look and see what you can do, prefer money back or arranging another trip, this happened on January 10-17 ref [protected] K.DEO

My husband and I have booked several trips with Sunwing, as recently as October 2015. We also planned to take at least one trip per year going forward, using Sunwing. However, after the terrible experience we had on our most recent vacation, we are very disappointed with Sunwing and may never travel with your company again.

We booked a one week vacation beginning on December 26, 2015 at the Be Live Las Morlas. We only booked this hotel after doing extensive research, including on websites such as Trip Advisor.

Upon arriving in Cuba, we went to catch the bus to the resort. Upon telling the employee we were staying at Be Live Las Morlas, we were advised that this resort had changed names and was now called Villa Cuba. We did not suspect anything, and went along on the bus.
Once we arrived at the resort Villa Cuba, I became suspicious, as it looked nothing like the pictures of Las Morlas we had viewed. I asked the Front Desk Clerk about it, and showed her my paperwork with Be Live Las Morlas listed as our resort. She took the paper and said that it was the same resort. I asked for my paperwork back, as it had my return flight information on it, but she refused to provide it back to me.
At this time, I trusted the employees of Sunwing that we were at the correct resort and that it had, in fact, just changed names. We proceeded with check in and went to our room. The room, despite our request for a King size bed, had two very small beds. The room was also crawling with ants.

The next morning, we requested to be transferred to another room. After sitting in the lobby for several hours, we were finally moved. This room had a King size bed, but also had shower which had a dangerously high ledge and was in terrible shape. In fact, my husband tripped on this ledge and badly sprained his ankle later that evening. We also found roaches, ants and black mold in our room.
More disturbingly, there was one day where the entire resort had no water for over 14 hours straight. This meant no showers, no hand-washing and no flushing of toilets. As you can imagine, this led to the whole resort being filthy and smelling terribly. I also cringe to think about the lack of food sanitation that must have taken place that day. The entire Villa Cuba resort is in horrible disrepair, and is definitely not a 4-star resort.

All of these things were terrible, but would have been taken in stride if we had received what we paid for. However, on the second day of our stay at Villa Cuba we located next door the Be Live Las Morlas resort. You can imagine our shock in realizing they were not the same resort! We went next door and inquired at the Front Desk of Las Morlas. The lady there raved about how much better Las Morlas is, and that their food, rooms and pools were much better than Villa Cuba. However, she then noticed our Villa Cuba wristbands and would provide no further information. We walked around a bit and found that the Las Morlas was in fact the resort we had booked through Sunwing. It matched the photos we were shown on the website, and was much more modern and clean than the Villa Cuba. A simple Trip Advisor search, which we did before booking the Las Morlas, clearly shows that Las Morlas is the superior resort, by far.

To compare the prices of these hotels, I used the resort’s websites to search a vacation of one week. As a sample, I used March 1-8, 2016. At Villa Cuba, this week would cost $1, 756. At Las Morlas, this week would cost $2, 107. This clearly shows that Las Morlas is higher value, and therefore a higher price. We paid the Las Morlas price to stay in the inferior Villa Cuba.

I am shocked at the audacity of Sunwing and Be Live to sell one resort and then, when the customer has no access to phone, internet, or English speaking staff, to switch resorts on them. The fact that we were lied to about the name of the resort by numerous Be Live and Sunwing staff clearly shows that a scam is being ran at all levels by both companies.

We had made our booking in November 2015 and was recently informed by Sunwing, Thursday, January 21, 2016 the booking has changed. When changes like this happen we might be ok with it, but due to my wife's 50th milestone special birthday event for Sunday, February 7, 2016 the new booking has a departure time of @ 6am on the day of my wife's 50th birthday! As well, we have guests that will be arriving and waiting for days before us, this is not good! Especially traveling on her birthday, which means being at an airport at 3am to check in. This looks like we have been bumped to accommodate others.

The return flight date is on Valentine's day, and I had something special planned for her, but now have to cancel, which has cost me time, effort and money, very disappointing.

Our only options from Sunwing is to take the new booking or cancel. Well, we can't cancel due to our guests, and now forced to take the only flight out. We are also surprised that the only compensation offered by Sunwing is a $50.00 coupon to be used only for future flights with Sunwing, really? Seems like an insult. We'll probably not use Sunwing in the future due to this situation, but this does motivate us to inform news and social media of our experience.

Your sale agent who did the new booking for us did a fine job of providing certain information, limited options and defending Sunwing. The customer service agent who replied to our current situation only provide company policy information.

Sunwing offered an Adults Only package for the Be Live hotel in Punta Cana. The cost at the hotel is $25 USDpp per day. This totals $350USD (approx $490CD) for the week. We purchased this adults only package from Sunwing which was to include * Private check in and check out- we arrived with over 85 other pax and had to fight to find someone to check us in. They tried to herd us in line with the others and were trying to dismiss private check in and say it didn't exist * Private adults only pool and beach area- dozens of children were occupying this area and when I went to Sunwing on site to inquire, I was told by Deyanira that since it was Christmas, adults only was not in effect and there was nothing she could do. *VIP lounge with WIFI and butler service- never met a butler, and the lounge was full of children * Welcome bottle- never got one until friends checked in on Dec 26 and I saw theirs * In room safe- because check in took so long and it was late, they told us that they couldn't provide a safe key. I was told to go to the main lobby and see if they had one. Yet another line up to get an amenity we paid for. * Adult Hotel Room- there was no capacity in the adults section for a room, given a room in another part of resort. Condensation dripped from the ceiling to the bed, toilet stopped and TV stopped. Unacceptable. *concierge booking all dinner reservations- constant screw ups which resulted in missing dinner reservations and more lining up OTHER ISSUES because of Sunwing -upon arrival, disorganized staff put us on the wrong bus, then took us to the wrong lobby, then played dumb about private check in -onsite SW reps Deyanira and Aneudy are of no help and specialize in passing the buck. How can you put your Canadian clients at the mercy of staff that are ill mannered and not well trained? And yet advertise worry free vacations? -return flights on Jan 1- Four flights leaving simultaneously on SunWing from the resort. Mass disorganization from reps starting from the hotel, straight through to the airport. -Return flight was at 3:55pm, it took from 1pm to 3:45pm to check in, then we were told to run to catch the plane (by a SW employee), then upon reaching G6, were admonished by another Sunwing employee when we tried to get on the shuttle to the aircraft. NOT ONE person had informed us the flight was DELAYED. We finally flew out at 7PM. Nothing was updated on Sunwing's website, and as a result this also wreaked havoc with our Toronto pickup. From start to finish Sunwing did not deliver what we paid for. ALSO to note- Sunwing has blocked me from posting on their FB wall... They have deleted all comments from at least 4 people that I can see.

Experience in Rio Jalisco Puerto Vallarta . On the beginning we already was un happy with a news what our return trip was changed ( actually sunwing cut our entire day of our already paid vacation by changing time of departure from midnight to 2 pm and instead of 4.5 hours of trip we should have 6, 5 h what was as well not our choice and all this with no compensation) we were very surprised when we found out about our compensation which was supposedly better selected seats, like really that was it? That is all you could do about it? In addition to that the aircraft was empty; 25 people in total, "great" compensation for the loss of an entire day of our paid vacation. Secondly, when we arrived to our Hotel somewhere around 1am, we were shocked when we walked into the sports bar where we were supposed to be provided with some food ans beverages as promised by a sunwing representative, but instead we find ourselves in an empty bar with empty shelves that were supposed to contain food. Furthermore, we go to the lobby to speak about this issue saying that we are hungry from a long flight and the manager on duty replied that they didn't have anything to offer that the cooks were ready gone and simply gave us a sandwich...like really? Thank you very much! Also, were so impressed when we go back to our room and find only 2 beds for 3 adults and ask for another bed or another room, the hotel said they would provide us with a crib which we waited for another hour before going to bed. All this happened because your agent booked us a regular / standard room with 2 beds for 3 fully paid packages. As well we have many pictures about cleanness of the room .Great customer service! We even paid a bit more for our packages for a "signature vacation" expecting to have a better room which we did not get.(please see the pictures that we took from our room upon arrival, it was unbelievable ...) We asked for compensation but we just got family room which was a bit bigger (still for our daughter we got crib for full paid price ) It is 4.5 stars that was posted on your website? but the dirt we found there could barely pull a 3 stars hotel. As well you can see the pictures of sport bar were we had to be found fruit, snacks, sandwich 24 h; the shelves were empty. We went to bed starving and exhausted. The staff from front desk told us that it's not their fault tomorrow we can find some food. The food was every day the same only one day we were really surprised about good buffet because the hotel has inspection and I can suspect that this kind of food we should have every day . I have never seen such service nor no one has ever responded to me in such a way or with a such response. The room was so small and wit the crib we couldn't get to the balcony. Also, the room smelled like urine we couldn't sleep all night. Next day we contacted the representative from sunwing and they promised us some compensation, we sent him an email with all those pictures but we have not received a reaponse until now. This hotel can't be 4.5 stars because of the condition and services that they provided us with doesn't fulfill the standards of a 4.5 stars hotel, meaning that sunwing website does not provide accurate information.

I have sent my complaint to sunwing customer service no body answered me, I went to varadero on 26 august to memories varadero it was a disaster plus on my way back I left my luggage with the rest of other luggage went to have breakfast . I left to airport, arriving at home I open my luggage my clothe are gone including swim suites hand bag, shoes. about the hotel is another story I didn't eat the restaurant smelt bad like a dead rat, the counters were a mess dirty no one to clean, I ask the workers to clean no one listen, the food was the same everyday no variety you have to wait in line for hours to get any grill so discusting you ask for certain food people, very bad service no one smiling they answer in bad manners . my vacation was ruined. not to mention I paid more to get diamond club, wich was 0 club, no air condition the door of the restaurant was broken we told many times the person in charge nothing was done we were a big group, all my friends upset because the stander of the hotel was not what we expected with the amount of money we paid, not to mention the flies in the restaurant full of black flies on the food around the tables. I have tried to contact customer service but no chance to get any response . I do request a refund of that disaster vacation and my open luggage . hope to hear from someone soon, thank you. regards ESTHER MATTAR 2085 GOYER STREET CHOMEDEY, LAVAL, QUE. CANADA H7T1W8 PHONE NO.[protected]-5770 .

Sunwing has false advertising regarding oasis tulum all inclusive resort. It is information on Oasis Grand not Oasis Tulum. Never would I stay at that place. No one should. It was a 20 min walk down a dirt road to another resort. It is a one star hotel and I paid for a 4 star. I even requested on the phone with the representative to be put in a ocean view room, this is when they should have informed me that it was no where near the ocean. Myself as well as my partner ended up leaving that resort and paying for a whole other trip because there were no rooms left at the grand to upgrade. There was also a board at the front desk on how much up grades are depending on the room. Therefore they must have this happen often. The sunwing representative at the Oasis helped us book another trip at the Akumal Bay resort (which turned out to be a beautiful resort). It was the only one available. We are planing on getting our money back for the trip we paid for for the Oasis because sunwing lied to me about what i was purchasing. Myself as well as many others that arrived, some with small children who were stuck there, were in the same situation and not one person stayed there after arriving and realizing that we were a part of a scam. This is really disappointing because I always book with Sunwing.

Sunwing took my money and then changed the return flight as soon as I left for vacation.
I had no chance to speak with my travel agent or had no chance to do anything.
The flight was supposed to be from Nassau - Toronto, then it was changed to Nassau - Montego Bay - Toronto. It was 6+ hours instead of 3+ hours.

Sunwing is just a big liar, cheater. I will never travel with them again ever or will never recommend anyone to travel with them.

This complaint is in regards to both Sunwing attendants working at Bahamas Freeport airport, and the Sunwing headquarters located here in Toronto. At the end of what was a fabulous vacation in the Bahamas, (upon boarding my Sunwing flight) at the check-in counter I handed my passport to a Sunwing attendant who took my passport, scanned it and then returned it back to me. My husband and I proceeded to board the plane and it wasn't until we were fully boarded that I was arranging my boarding pass and passport that I noticed my passport had been seriously damaged. The passport photo had a huge tear through the middle and there was also visible damage to the bottom left corner. I immediately called my Sunwing flight attendant over to show her the damage and to find out how to proceed further. She explained to me that I could complain to Sunwing upon arriving to Toronto, and with such evident visible damage she was certain I would be compensated for it. My husband and I arrived in Toronto and we proceeded to file a complaint at the Sunwing desk where I spoke to a representative named Monica who viewed my passport, heard my story, and agreed that the passport had visible damage from being put through the scanner. However Monica was unable to file the report and she was unsure how to deal with this kind of incident and so she contacter her supervisor who assisted her in filing the report of damage. Unfortunately I had a flight scheduled and booked just two weeks following this incident. Being that I am not a Canadian citizen this required me to travel to my country`s consulate to purchase a provisinal passport (that would allow me to take my scheduled flight in time) and a brand new passport as well. After receiving no further information or contact from Sunwing, I took it upon myself to send them an email explaining my situation in complete detail (with attached photos). Approximately two months later, I finally received an email from a Sunwing representative explaining to me that while my situation was unfortunate and inexcusable there would be no possible way that Sunwing could compensate, or take responsibility for what happened. The representative went on to say that I should have filed a complaint while I was still in the Bahamas, but I just followed the protocol of Sunwing`s employees. I was assured that I could file a report in Toronto, and so that is what I did. I wasn`t told otherwise, as the sunwing attendants both on my flight and in Toronto did not tell me this. After emailing the Sunwing representative and explaining this further, she responded abruptly to tell me that there is nothing they are willing to do and that is their final stance on my situation. I feel frusturated, I have been through a lot, taking time off work, going to the consulate, being questioned for having a provisional passport, paying seperate fees for a provisional and a permanent passport. I am the victim, and sunwing is not taking ANY responsibility for what has happened. I will never fly with sunwing again and I am going to take this matter further.

A letter sent to my Travel Agent

Hi Pebbles,

To be totally honest this was the worst vacation I have ever been on . This hotel is not even close to a 5 star. I would give it a 2 and half or maybe a 3. The first 3 days of weather were bad but not much we could do about that ...the Hotel ...well that is a different story. The property itself is ok...pretty run down for as new as it is...tiles missing inpool area, public bathrooms have broken taps...in every public bathroom ...men and womans. My screen on my door in the room was so badly damaged it didn't close properly, the bathroom shower curtain bar was so badly rusted I thought the bar would snap when I moved the curtain, the clothes line didn't work, knobs broken off of the door handles where the fridge is located...all this damage is in the second room we were in as we had switched rooms. The first one was all the way on the other side of the building far away from where we wanted to be next to my sisters in the other room we booked. We were very far apart but also the room the put Saul and Me in was facing the entrance roadway with a green link fence to look through(the back of the property) that was our view...not even a flower, tree or bush to look at...this room was also not equipped with an iron or board, we had no radio or CD player and no coffee maker. I called down to customer service 3 times for a coffe mkr and radio and was repeateadly told they will send someone over with it. They never showed. The next day I went back to front desk as I was told they would get us rooms ground level beside each other as we had orginally requested. They did get them so this is when we moved and had rooms side by side on ground level. Oh yeah when we switched rooms we all had to move our own bags, they never offered to assist. We also had to go back to the front desk to get second keys for the rooms as there were 2 in each room and they only issued 1 key per room. My Sisters had to go back 3 times after that as each time they tried the 2nd key ...it didn't work on the room door.
I also asked about adjoining rooms before the switchover and was told they don't exist...just like what you told me. They actually do exist as they gave me that type of room which had an adjoing room door to my nieghbour which checked in the day after us. I also asked about the adult section and was told this was not available. I asked this as 3 other couples I spoke to who checked in after us were offered to pay a fee and be upgraded to the adult section after we were told it was all sold out and not available by you but as well by them when we got there... but like I said I met 3 people that all checked in after us that paid an extra $140 to be upgraded to the adult section. 1 of them also launched a complaint as they wanted to pay by visa and were told the machine wasn't working ...only to find out it was once they contacted the sunwing rep. I think they just wanted cash. Another couple stated they paid less then the orginal amount for the upgrade if they were willing to pay in cash. $140 is what they were asked for but paid $100 if they had cash. Sounds like some people are making some nice cash on the side doing this.

The service was disgusting. We managed to find 2 nice people that were half decent. The rest of the staff needs to be educated on what customer service really is...they don't have a clue...It was a complete joke. Most of this I blame on management as they are overworking their staff and have too many guest that they just can't manage to take care of on any level. They are staffed for a much smaller size resort...They act as if they only have 25 rooms. Thisis a very large size resort. None of them smile accept for the girl who sweeps the lobby and pathway floors...we tipped her several times. We had to line up for everything all the time and often after lining up had to wait further because they would run out of everything. If you wanted pasta at the buffet a minimun of a 30-40 minute wait...and by the time you moved up in line they ran out of pasta and we the customers had to tell them it was all gone and needed to be restocked. No one monitors any of the food on a continuios basis to make sure they are replenished. They ran out of everything and all the time. I had to wait for a PLATE at least once per day and the same happed to the others I travelled with. They don't even have enough plates for customers to eat off of...that's pretty sad. Everytime but may 2 0r 3 we had to wait for a table...there would be dozens of dirty tables at any given time ...they couldn't keep up enough to have them cleaned for new arriving guests. They also lacked in prepping stuff for restocking. If you wanted a coffee you had to wait 15-20 mins...if you wanted pasta at the buffet...you had to wait 30-40 mins...if you wanted to exchange money...15-20 mins. Everything was a wait...just to get through a dinner sitting it was 2 hours or more...and this was a 5 star?The food was crap...they didn't even have theme nights or anything.Boring, dull, non seasoned and the same thing every day...day after day. On day number 3 of our trip...we all went to lunch around 1230...we went back to our rooms get our towels and head for the beach...my Sister in the room next door decided to take off a sterling silver big link chain she was wearing as she was hoping to get some suntan started...she took it off and quickly stored it her night table under a book she was reading and we all headed to the beach. Around 6 PM that evening we were gettign ready to go for dinner and she reached for it to put back on as she wanted to wear it and it was gone. She called me right away and we both went through her entire belongings just to doble and triple check everything...It was clearly taken from the room. We reported it to Joanne at customer service. She escalated it and security came and took a report with Joanne writing the complaint.They further investigated the login in report from the hotel door card and it produced entries from the Maid and the Bar fridge restocker, during the time of our walk to the beach. No one else was in the room and we were positive of where it was left for the last time. Someone stold her chain from the room. I got upset at my Sister as she should have locked it into the safe but as she stated...I should be able to leave it anywhere in here in the room and expect it to be there when I get back...I paid for the room and the space is mine for this time period...you know what...she's right!

Now let me tell you about the flights and crew. On the way there the flight took off an Hour and a half late. The water tanks froze up they tried to melt them down. We ended up leaving on a flight late ...a morning flight with no water available to wash your hands or even have tea or coffee service...that was cancelled. They offered 2 types of breakfast foods...a breakfast sandwich and something else but really they only had the breakfast sandwhich available. Said Hot and fresh on the wrapper but but when I opened it the bun was hard as a rock making for a not so good sandwich. No coffe or Tea and no sandwich cause I couldn't eat it. Very bad turbulance on the way there too...that part again no ones fault as you can't control the weather...they were having a very bad storm as we were arriving and we circled the airport for about an hour before landing trying to get through or past the lighting of the storm. On the way back we left late again. 1050 AM was take off time and we got off at 11:45 AM. They again offered 2 types of of lunch...a 3 cheese pizza or a montreal smoked meat sandwhich. They only had pizza left by the time it was my turn. I wanted the sandwich so she offered extra cookies for the inconvienence. We were told we would get a survey to fill out but they didn't have any left ...our half of the plane didn't get a choc or after dinner mint like the the other half of the plane did. Later on I went to use the washroom only to see the crew back there eating smokewd meat sandwiches...the ones the ran out of? What ever happend to taking care of your customers first. I would never go to this RIU again and unless Sunwing had an excellent off for me I would'nt fly with them again, they sucked.

We also lost a T shirt in which we confirmed with a staff member that they discovered it and turned it in. This was a very original T shirt looks wise...when we spoke with customer service they said no they didnt have it...twice.

Overall bad trip just tried to make the best of it! RUI is very poorly managed and has the service level of a 2 and half star maybe 3 star hotel. We heard from staff that the hotel was about to be sold and this is why they don't fix anything when it breaks. I want to file a complaint against the Hotel as well it was sooooo bad.

Thx
Steve a very upset person who works hard for his yearly vacation !

30 days after my trip finished and a formal long list of complaints were sent to SUNWING customer services email ([protected]@sunwing.ca), I am still waiting for an answer from SUNWING, the resposible for my 2 weeks package to Cuba, no answer received, the customer services line that not existe!
I spent Xmas and new years holidays at Las Dunas 5, called also Gaviota la Estrella or Star Fish.

My cell phone was stolen inside the room (many other people were stolen as well, I heard form the manager that they had more complains that night than check-in!)
Some items of my luggage disappeared on the flight arriving there
Long lines to eat on the 31st like we are in a summer camp not in a supposed to be 4 1/2 stars hotel

I payed more because of the high season and the holidays
I did not get the service I was expecting back

No support at all from SUNWING
No answer at all from SUNWING

I needed to pay for a new cell phone!
I needed to buy the items were lost on my luggage!

That is not my dream vacation at all! :( :(

We booked a family group vacation to Holguin, Cuba. Flight leaving Winnipeg on December 25th for 1 week duration. Less than 24 hrs prior to departure Sunwing Vacations advised us that 4 members of our family were being transferred to a different hotel 40 minutes away from the remainder of the family due to over-booking at our hotel. We said that this was not acceptable because we wanted to remain togeather as a family for Christmas. We were told that the only other option we had was that these 4 family members could get a refund! We were very unhappy about this arrangement and were forced to accept the transfer, we were told that we could take it up with the travel company upon our return. I have been trying to make contact with Sunwing and Itravel2000 who we booked with. I have been unable to speak with anyone and have been told that since we agreed to the transfer we can consider that we have been compensated. We have been offered a $50. travel voucher for future travel but I think this is an insult! Our once in a lifetime vacation has been ruined. Who can I speak with to get compensation?

Recently I booked Varadero Cuba all inclusive vacation from Itravel2000, my vacation date was from 4/ January 2015 --12/ January 2015 which was 8 nights (9 days), check in on 4/Jan check out on 12/Jan shows on Itravel2000 web. When I bookIng.
In Cuba, at two days before I check out of hotel, I asked hotel a front desk about my check out time and shuttle bus's pick up time, they told me check out on 11/Jan, at before 12noon, bus schedule not clear. I repeated questions and I got same answer, I started arguing with a front desk manager about my check out date, the manager explained to me " it was "sunwing" made reservation for 7 nights and they paid 7 nights to us, we can not help u to make changes even you do have all the proofs, talk to sunwing representative at same lobby" said rudely. I checked out there were nobody, I have to wait till next day. At Next day morning, finally sunwing representative showed up, At that time I talked to one of representative and then their manger, they both asked all kinds proof and I showed...at the end did not help me, and said " I "need phone call back to Canada to figure it out. $5.60/per minute long distance to call Canada, who gonna pay? Then I paid $5.60 /hour wifi got in touched my daughter in canada vancouver, she made a few calls to Itravel2000 and sunwing till got resolved by sunwing vancouver manager, the manager said : "pay one extra night, keep all receipts and Hotel reservation letter/itinerary together, when you come back to vancouver I'll take care of it." The entire incident from morning 9am to 3pm afternoon--my one precious vacation day is gone. What waste and nightmare. How could itravel2000 and sunwing counted to and made 7 nights 9 days vacation package?
I am still waiting for my money back.

I purchased a hotel-only voucher from sunwing for double occupancy at a beach front hotel in cuba, where sunwing also offers all-inclusive packages. The room was booked through a travel agent who took down our details and filled in sunwing's on line form. All of pertinent details were disclosed to sunwing in advance, including both our names and birth dates. I was provided with a contract document from sunwing with a sunwing booking number. When I arrived in cuba and contacted the hotel, the hotel demanded to know if we were married. The the hotel said they were refusing admission to us, on the basis of a difference in age. Sunwing sold me a room under terms that they knew, or ought to have known, would not be honored. It is a breach of contract on a basis that is unjustly discriminatory under canadian law. Discrimination on the basis of age is illegal in canada. My contract was with sunwing, not the cuban state run hotel company. The contract was made in canada, not cuba.

I am demanding compensation from sunwing. Sunwing is obfuscating and doing everything it can to blame the cuban hotel for this fiasco, to the point where it is ridiculous.

In the travel business, when something goes wrong as a result of the tour operator's negligence, the m. O. Of tour operator is generally the same: deny, obfuscate, twist the truth around to suit its own end, lie and/or when all else fails, blame somebody else. Buyer beware when dealing with sunwing.