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Sunwing Travel Group / hotel+flight package booked to mexico

1 Vancouver, British Columbia, Canada
Contact information:

We booked our annual christmas travel trip with Sunwing arilines this year. We booked our flight and hotel(2 rooms) through them for 2 seniors + infant(1) + toddler(4) + 2 of us for Puerto Vallarta for Hyatt zhiva hotel + the flights.

We booked our travel on Nov. 6th for departure on Dec 3rd at 6 am. On Friday Dec 1st our travel agent informed us that Sunwing airlines informed her that we dont have reservations for the Hyatt Zhiva All inclusive hotel which is a 4.5 star hotel. Hyatt Zhiva hotel had great reviews, had an amazing beach, great food, rooms and I have status with Hyatt. We were in total disbelief as we were all packed. I had applied for vacation. And we had informed our kids school etc etc.
I spent the whole friday talking to Hyatt Zhiva, reseraching alternate hotels like Grand Vellas (adult + senior+kid friednliness)

They offered us alternative hotels which were around 3.5 to 4 star and didn't have all the amenities or werent popular among the tourists. They offered us Hotel Melia All inclusive and Hilton which isnt an all inclusive hotel instead of offering a comparable hotel like the Grand Vellas.
On checking with Hyatt I found out that the Hyatt had informed Sunwing on November 7th of not having availability(I have proof of this). But sunwing didnt not inform us for more than 3 weeks till December 1st about this. This is gross negligence on their part.

Put on the spot at the last minute and the hassle of moving dates we picked Melia all inclusive hotel.After a long flight with 2 kids and reaching the hotel we were informed by the hotel that we didnt have any reservations. We had to check with Sunwing customer service multiple times on December 3rd to find out what is going on. Finally we were given 2 rooms.
At the hotel all members of our family fell sick (vomittign and diarohea) due to the food for most part of the trip. THis was not our annual christmas vacation but a 7 day trip from hell due to negligence of Sunwing airlines.

Sunwing mentioned that as compensation they would refund us some funds back for the inconvenience of CAN $2750 for 6 people. We found out that the refund amount was just the difference in price of the hotels for 2 rooms for 6 people. No compensation was provided for the incoveneince!

Regards
Vishal

Vi
Dec 29, 2017

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