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Sunwing Travel Group / untruthful marketing

Upon arrival to our destination of Cayo Santa Maria, Cuba we were shuttled over to our hotel. There was little explanation both on the bus or online when booking the hotel that the Hotel "Sanctuary at Grand Memories" was apart of a larger complex as it was marketed online as a sole hotel. When arriving at the hotel we were then shuttled to our room- we were placed on the ground floor, our "butler" quickly came in and showed us our room pointing out our empty bar and quickly exiting the room. Once left alone to inspect our room we noticed that the entire room was filled with mold from floor to ceiling and the air conditioner was broken. The sheets and pillows were molded as well leaving little to sleep on. The corner of the floor was littered with dead bugs and the washrooms were filled with hair on the sinks and shower. Both my boyfriend and I having severe allergies to mold ask both the lobby at the Sanctuary and the lobby at Grand Memories to change our room but we were denied until the next morning leaving us to sleep in a mold infested room. Being that the hotel was at a low capacity and less than 1/4 full there were ample rooms to change us to however no one at the hotel was helpful in doing so. There was little to no care or compensation for our room when we were finally moved the next morning after complaining once again. Due to a subtropical storm we were grounded in Cayo Santa Maria for two extra nights - sunwing was very unhelpful in explaining when we would be able to leave the country and most of the information was given to us by word of mouth through other guests. When finally arriving at the airport two days later the sunwing system completely shut down and we were left standing for another two hours with little to no response from the airlines as to what was going on. My boyfriend and I bought "VIP" access which we were unable to use due to the delay at the baggage check in. When finally checking in the flight was once again changed to an hour earlier leaving customers rushing through to board the plane. Once finally arriving home we both contracted food poisoning- which is enough to say that the food at the Sanctuary at Grand Memories was very poor. At the end of the day this is completely unacceptable. Sunwing should not be marketing hotels that are not up to the standards that they market online. It is understandable that due to the weather and recent events over the past year hotels have been in need of service and repair but it is not fair to be charging customers full freight and taking their hard earned money for an experience such as this. I will not ever fly with Sunwing again or recommend it to any of my friends or family- who travel frequently with Sunwing. Please take note that this will also be going up on trip advisor.

Sunwing Travel Group
Sunwing Travel Group
Sunwing Travel Group
Sunwing Travel Group
Sunwing Travel Group

Gi
Jun 01, 2018

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