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Sunwing Travel Group / false advertising and cut one day our vacation.

1 Canada

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 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.

Jan 14, 2016

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