Sunwing Travel Group

No Air Conditioning in two booked bungalows. Swipe card room keys which required multiple daily trips to the front desk to be reprogramed to gain room entry. Leaking ceiling in two rooms. Bathroom rife with black mold, Two bathroom towels daily for three people. Room conditions deplorable.

Live cockroaches in the dining hall buffet food. More cockroaches than food. Lack of sugar and coffee. Absolutely no condiments. Waiting 20 minutes to retrieve plates then to stand in line for 15 minutes to place food on plate.

Quantity, quality and selection of food. Non existent.

Been to Cuba 20 times and 2 times post covid and never experienced this before.

Paid for assigned seats. Not provided.

When booking our vacation package on sunwing website we assumed we were getting a free checked bag as the only exclusion was an epackage. No where in the booking process does it let you know what packages are epackages. Apparently even though the flight detail says checked bag - charged which you would assume is for packages booked outside of the 60 day window that means its an epackage. I strongly recommend NOT booking on the sunwing website, call them to have an agent book it for you so that you do not get a surprise bill at the airport when checking in your bags.

We travelled to Punta Cana last December and our flight was delayed by 4 and a half hour before departure. When we came back to Toronto, I made the claim for delay flight on the sunwings website, at that time I was asked to choose between a $600 voucher for future travel or a $400 cash; I chose the later.
Some time later, I checked online and I could see and still see that my claim was approved and a compensation of $400 cash however that deposit was never made. I started calling sunwings and also sell of vacation company (The trip was booked through them) and noone could give me a straight answer until today that I talked to a sunwing agent who told me that sunwings would not compensate me with cash (she mention that would only happen if the flight was cancelled) When I explained to her that I specifically chose cash compensation because there was an option at the time and that my account showed a cash compensation, she became really anxious and said goodbye and hanged up on me. This is a real fraud, and it was a very dishonest way to treat customers on a matter such of this and I really think it was an intentional way to deceive people giving me an option that they knew they would not stand for. Disgusting

Royalton Cayo Santa Maria, Sunwing Vacations, October 3 - 10, 2024

The Royalton Cayo Santa Maria is a stunning well-maintained property, but unfortunately, it turned out to be a rather unpleasant, scary week-long experience for my sister and me.

We arrived by taxi on October 3, 2024, wanting to avoid the mass check-in. Our butler showed us the property, pointing out the “quiet” pool and then showing us the entertainment pool area. The hotel so far is idyllic.

On Saturday, the 5th, of October, we walk past the “quiet” pool and much to our surprise, a speaker is blaring heavy metal music, and nobody is in sight. A lone speaker.

We went for lunch, which was delicious, and then settled into the “quiet” pool area to rest, which is why we are at this adult resort.

The heavy metal speaker is still blaring. My sister approaches a man, sitting near the speaker, and kindly asks him to lower his music. He aggressively calls her a “[censored]ing [censored]” and tells her to get lost.

I am standing up on the upper deck and tell him to leave my sister alone. This enrages the man, he starts to run toward me threatening me verbally, and physically chasing after me.

Wanting no part of this drama or abuse, and scared by his anger, I ran for the safety of the front desk.

Much to my surprise, a tourist, comes running to the front desk and reports what he has seen to Jorge at the reception desk. The male guest is outraged and says that he witnessed me being verbally abused and the man physically threatening assault, he continued to express his opinion that such behavior should not be tolerated in a hotel of this standard.

He was outraged that a tourist would threaten a single woman in such a violent manner. He wanted the man evicted from the hotel.

I was still in shock at both the event and the stranger bearing witness in a very outraged, protective manner. Unfortunately, he had the bus waiting for him and left. (3.30 pm, the security camera at reception can verify this interaction between the guest, Jorge, and myself)

The manager was called. Jorge relayed the visitor’s observations and comments.
At this point, another guest, Tanya, who had also been verbally assaulted by Robert, was launching a complaint.

We were told that this man, Robert, had been to the resort 17 times and that no one had ever complained about his music.

However, on the 5th of October three women had all been verbally assaulted by Robert. Calling us “[censored]ing [censored]es” and screaming that it’s the French that always make a fuss. We are from English-speaking Canada. His racism and anti-women rages were not a pretty sight to witness or feel

The manager explained to Robert (who should know the rules by now) that loud music was not permitted at the quiet pool. He turned his music down; the manager left, he put the music back up.

The manager had to go back and talk with him for another 10 minutes. His lack of respect for the resort's rules and the manager is why the tourists nicknamed him The Mayor of Royalton. It was his abuse and threats towards me that earned him the tourist’s name of The Enemy.

I was very shaken up by this event. But was intent on putting it behind me.

At dinner, my sister and I were joined by a young male tourist, Seiya Y. He was polite and kind and caring and was washing away the aggressive assaults of Robert earlier in the day.

Unfortunately, Robert and his wife entered the same dining room. We ignored them and had another good meal. They left before we did, and on the way out, they called my sister and I “[censored]ing [censored]es”. Another tourist, (Rob U. from Niagara Falls), came up to us and said that he witnessed Robert making the motion of slitting his throats when looking at us and he heard Robert’s verbal insults toward us as he left the restaurant.

At this point, the young guest at our table, Seiya got up to go and complain to management. As a resort manager himself, he found this behavior to be totally unacceptable.

Management was called into the restaurant to get the witness’s statement: (Rob U and Seiya Y) Robert looking at us, slitting his throat, and calling us [censored]ing [censored]es.

Our concern for our safety was now shared by tourists. Two single women are being openly threatened at a “safe” hotel. Security followed us around that night for a couple of hours until we went to bed. Security for us was never seen again, but the threats continued.

The next day, tourists came up to me, thinking it was their duty to look out for me, suggesting I avoid the bar because Robert was there or avoid the restaurant to stay close to them if I felt unsafe. This is how badly this event developed throughout the resort.

Management arranged a meeting with Robert, saying he was going to apologize. We did not want to be in a room with this man but were guaranteed that it would be calm and safe.

We got into the room and Robert started by saying that we yelled at him and that’s why he reacted the way he did. We told him that witnesses would disagree and would gladly come into the office right then to set him straight on what they witnessed, but Robert continued to deny…no apology was forthcoming.

I apologized to the manager and explained that I could no longer put up with this nonsense that was perpetuating the abuse that this man kept throwing at us. I excused myself and left the meeting.

The following day, a tourist Mark W, from Windsor, Ontario, approached me to tell me that “The Mayor of Royalton” had started a petition against me with the staff, as Robert realized in the meeting that we had witnesses to his actions.

I tried to ignore him and his silly petition.

But that afternoon sitting by the noisy pool, wanting to be surrounded by as many people as possible, a storm had just passed, and Anibal (Resort employee) was entertaining the guests by doing a wonderful rendition of Singing in the Rain. Tourists were singing with him and taking pictures/videos. I was trying to find some enjoyment in all of this.

It's at this point that Bianca, from the Entertainment Team, comes up to me wagging her finger with a scowl on her face, telling me not to take any pictures.

What was this all about?
Now the staff at The Royalton are joining in with Robert to prevent me from enjoying my holiday.

When questioned as to what she meant and why she was so angry with me, she responded that she had photos of us for social media, we asked her to show us the photos, but she said she didn’t speak English. What is this about? Other than harassment.

Another blond-dyed girl, part of the entertainment team kept glaring at us for the rest of our stay. Robert’s petition was effective.

The butler asked us why we weren’t more Canadian and just let things be. This was not what I needed to hear from my butler in a hotel of your standards.

We had daily meetings with management and discussions where I left each time in outrage as I saw no strategy to stop this guest’s behavior or staff’s behavior on your property, so meetings became just another insult for me. Lip service with no result to make me or my sister feel comfortable, safe, or respected while on vacation at your property.

The slitting of the throat action continued throughout my stay at the hotel, the wife, now joining in on the action. I tried hard to ignore them, walked away from wherever they were, hide from them, and still every opportunity they had they looked at me and slit their throats, I saw it in the window reflection, I saw it wherever I turned. I was scared to walk back to my room after dark, I was scared to go anywhere alone, I had to wait for daylight before I could get a coffee alone.

The abuse of this guest compounded with the abuse of your staff, and no strategy to deal with daily harassment and physical threats, left me feeling very scared and uncomfortable, and disrespected. I was looking into leaving The Royalton early but was spoken out of it.

All in all, great property, but mental abuse and physical threats, great disappointment, and great fear. Not the kind of holiday one expects from a “safe, adult” resort of your quality.

Working in media and owning an advertising agency specializing in destination marketing for Island Nations in the Caribbean and their 5 Star Hotel Spa Resorts,
I suggest you invest in a staff training program before more tourists experience the same fear/disappointment/lack of respect, and anxiety due to an unfortunate situation that should have been resolved on day 1 but lingers on to this day.

Polly Miller
[protected]@gmail.com

Booked an all-inclusive with Sunwing to Puerto Vallarta. Arrived at the airport to be informed that the flight uses Westjet airplanes and they do not have a free checked baggage allowance. Charged us $160 return for the baggages. Got to the resort and they informed us that we were not registered as all-inclusive but econo and would have to pay for all the food and drinks. Bad customer service to get our booking changed and a refund for baggage charges. Have been trying for 5 weeks to talk to someone in customer service. Will never fly Sunwing again!

Please you should be close this hotel (memories flamenco cayo coco).. We are a group for 5 persons we still there 1 week from 6 till 13 of december 2023. No food no water to drink no shapoo no towel... And the importance was no water to take our shower so we still 1 week changing our room and all the rooms was the same no water... We took our shower at the pool and we are sick now. Please I need an agent to call me to explain our situation. My phone number : [protected]. Thank you

I was issued these vouchers as I was unable to travel because of doctors orders after open heart surgery.
Recently I asked Aimee Asne, a sister-in-law to initiate a fransfer of the vouchers from myself Ralph Furgason and my wife Sigrid-Asne Jarabe to a brother and sister-in-law. Namely Ma Merlinda Asne & Anthony G Asne.
After appointing Aimee Asne to act as our representative in writing to Sunwing for the transference of these vouchers I was erroneously told by Sunwing staff that Aimee Asne has requested that the voucher's be transferred into her name.
After discovering this I called Aimee Asne and asked her why she transferred the vouchers into her name.
Now being a senior charge nurse at a principal hospital it is very unlikely that Aimee would fabricate something that is not true. That leaves me to believe that there was some sort of misunderstanding, or there is a direct lie by a Sunwing employee.
The bottom line is that Aimee did NOT ask for the vouchers to be transferred to her name!
On last Friday I was assured by your employee that I would hear from Sunwings, "Loyalty," dept from 24 to 48 hours to be advised of their decision to correct this situation with the vouchers. I have not heard from them as promised, which is again upsetting, but consistent in Sunwings response to my effort to resolve this issue!
It's very simple. The vouchers were erroneously transferred to Aimee Asne! Upon investigation I have no idea why that was done. I need to have that action corrected, and make the Vouchers useable for Ma Merlinda O Asne and Anthony G Asne as quickly as possible.

The issue date is; 11/04/2023 the booking number is; [protected], and the voucher expiry date is 11/04/2024. So we may need the Vouchers extended for another 6 months.

The Voucher numbers are: SWPUWR1-JKAAUBK9A, AND
SWPUWR1-CNVQMRW8N

Please assist us in resolving this seemingly easy action that has become impossible to conclude amicably with Sunwing. I did not incur heart problems just to frustrate Sunwing!

Ralph Furgason

Pretty specific above. Our seats were taken from us and we paid for the early flight . So please refund us the $120.12 that we paid for the early flight or please give us 1b and 1c on our departure flight. Thank you. We took 3 vacations with Sunwing last year, please find a solution . Booking #[protected] Lisa and Keith Gilbert Nov 7-Nov21- Caribe deluxe ( we went there last November instead of our usual Bambu and loved it ) We booked July 16, 2024 for the early flight to the D.R. - then a few days ago our departure seats were changed .I guess you merged the 2 flights and cancelled the afternoon one. WE PAID EXTRA FOR THAT FLIGHT - WHY ARE WE DISPLACED FROM OUR ORIGINAL SEATS? Not impressed and very unhappy !

This is what we sent over to Sunwing...

We were supposed to be traveling on December 1st to the 8th from Toronto to Costa Rica on a family trip which included 22 of us including my brother that passed away recently. Unfortunately, my brother was admitted to ICU last week and he passed way unexpectedly. We had emailed Christina Hajja our agent if last week while my brother as in ICU if she could assist us in anyway but due to the fact that we had not purchased insurance she stated that Sunwing will not be refunded any of the $44,000 or change the dates.. I called several times asking if they could just simply move the booking to another during Sunwing's offseason and we would be happy to pay an additional charge but none of your representatives seemed to care or show any empathy for the unfortunate turn of events for my grieving family with the holiday season being around. I understand we did not purchase the insurance but most travel companies would extend the courtesy to at least let us push back the trip due to the untimely death of a loved one.

I am writing to bring to your attention a matter of great sensitivity and importance regarding Booking #[protected].

Approximately two weeks ago, we reached out to our advisor, Christine, to apprise her of a distressing situation: one of our family members was in the ICU. Regrettably, the subsequent week brought the devastating news of their passing. The trip we had meticulously planned for 23 individuals, valued at $44,200, suddenly became a somber affair.

Christine informed us that the trip was non-refundable, a policy we completely understood. However, given the gravity of our circumstances, we were hopeful that Sunwing could exhibit empathy and assist us in rescheduling our travel dates. Our intention was never to seek a refund, and we expressed our willingness to travel during off-peak months to accommodate Sunwing's schedule. We even offered to cover any associated change fees.

This journey had been years in the making, with several family members diligently saving for the occasion. Unfortunately, the passing of our loved one cast a shadow over the prospect of traveling with heavy hearts. Despite our pleas, Sunwing proceeded to charge eight members, whose credit card insurance did not cover the trip, a total of $3,500 for reasons that remain unclear.

While we acknowledge our oversight in not purchasing insurance, it is disheartening to witness Sunwing, especially during the holiday season, adhering strictly to a non-refundable policy. We find it difficult to comprehend how a company could, in essence, take $25,000 from a grieving family. Such actions are both unacceptable and lacking in compassion.

I implore you to consider our position. Would you find solace in vacationing on an island while grappling with the loss of a dear family member?

Bypassing the route of insurance claims, as it covers only a fraction of our losses, we are earnestly appealing to Sunwing's humanity. We kindly request that you extend your support by rescheduling the trip for the remaining 15 members, assuring you that we are prepared to cover any additional fees involved.

We visited Grand Sirenis last week. - Feb 10-17, 2024
They had no running water in the resort for the first 2 days.
We talked to our Sunwing rep and Public relations.
They ran out of toilet paper in many places.
We brought spare Kleenex thank goodness.
Getting bottles of water was very difficult - no water was left in my ocean front room 0454 despite leaving notes and asking multiple times.
They had a plane fly over every other day spraying insecticides. - no posted warnings.
They closed many public bathrooms randomly for hours.
They ran out of beer on the Saturday and had white wine 1 day.
They had no meat for 2 days, other than hotdogs "which they called Cuban sausages"
They had no eggs for 5 days.
This was our experience. Others had it worse. One guy had no toilet in his room when they assigned it to him. Just a hole in the floor.
As you can imagine, many people had massive gastro problems. As they didn't have the means to properly wash and clean plates, food and surfaces.
Which opens a door to a whole other public health problems.
This resort should not be a 4 star. The support of Sunwing as a "Our top pick" to sell this all-inclusive, lead me to think I was going to a clean resort. I don't expect much for Cuban food, but this was disgusting. I spent 2 days wrapped around a toilet that couldn't flush.
Take a moment to reach out to other people who visited and you will see too many got extremely sick.

Sincerely

Phyllis McPherson

On a recent vacation package to Jamaica leaving on a Friday evening (Jan 26 2024), there was a two hour delay in departure, no reasons provided. This resulted in arrival at vacation resort at midnight, with nothing open but the bar. A week later on the return flight on Friday night (February 2 2024), the flight departure was delayed 5 hours, with a departure time at Jamaica airport of 3 am. On check in at airport, SUNWING provided a voucher of $15 towards food. A hopeless certificate as everything in airport was closed except a kiosk selling expensive potato chips, chocolate bars, pop and water type items.

On filing a complaint with SUNWING, there response is it was a safety issue with the aircraft, that no one can confirm. Case closed from their perspective

My Husband and I were booked on WG6276leaving for Vardera Jan23/2024 at 9.00am but our flight did not leave until 15hours later, because of this delay we lost 1 day of our vacation. We are regular customers on Sunwing and have not had anything like this before. I was wondering if we could get some compensation for the 1 day we lost in The Royalton Varadera.

Sincerely,

Ann & Eric Bowman

Flight was scheduled to leave Montreal February 8, 2024, at 4:00 p.m. We boarded the plane and approximately 30 mns later we were still in the air, the seat belt sign was still on. The pilot informed us that there was a problem with the auto pilot and said we had to return back to Montreal. We land in Montreal, the pilot comes back on the intercom and asks us to stay calm and that fire trucks were coming as we landed with an excessive amount of fuel, the brakes were hot and the brakes could go on fire. Now, being told that we had to return to the airport was stressful enough and created anxiety, but then to be told that the plane might catch on fire caused me more stress and had a small anxiety attack (which I did not alert the flight attendant, but rather sat in my chair and calmed myself down). We remained on the plane for at least 20mns and then were finally escorted by bus to the terminal where we were given $25 food voucher, which I could not even eat as the whole incident made me sick to my stomach. Our flight was delayed for over 3 three hours. In fact, your representatives had us board the bus around 10 p.m. to bring us to the airplane. We arrive at the plane, 10-15 mns later an announcement that we could not board the plane as the entire crew was not on board yet. We were then brought back to the airport. We finally boarded the plan around 11 p.m. I arrived at my hotel at 5 am in the morning. I lost an entire vacation day as I had to be at the airport at 1 pm (3 hours prior to departure) was at the airport until around 11 pm. Lost a relaxing evening at the hotel and the entire morning and a part of the afternoon as I was so tired as I could not fall asleep from the stressful flight.

My Husband and I were booked on WG6276 from Vancouver to Varadera.Our Flight was to leave at 9.00am. We were delayed 15hrs before leaving Vancouver for Veradera. We lost 1 day of our 7 day trip is there any compensation for leaving 15hours late and losing a day of our trip. We have been travelling with Sunwing for many years and this incident never happened before,

Sincerely

Ann Bowman

Travelling with my daughter and two grandchildren aged 3 and 5 on January 14 from Punta Cana to Ottawa. The flight was delayed 3 hours due to weather conditions in Ottawa... for this I completely understand. However. as the three year old was vomiting and diarrhea.. we were completely absorbed with his care and did not realize there was a gate change. Luckily realized at last minute and made it to the plane. The steward was not overly helpful as we asked for water which he never brought. Everyone on the plane was talking about how they received $20 US per person for their lunch to compensate for the delay of flight times. We received no voucher for meals. All I received was the boarding passes.. no extra vouchers for food. I would like to be compensated for this. I have another destination booking in February... which I could use the money towards the meals then. Pls advise

Lori Rothwell cinanni... [protected]@gmail.com [protected]

Will Sunwing do anything , to make us feel we appreciated and would like use Sunwing in the Future. My name is Jerry Bartzen. My group of five included wife Bonnie, son Lowell, grand daugter Mackenzie and her husband Darian. We purchased our tickets from Direct travel Saskatoon from our agent Manya. This mainly covers the problem and I do hope Sunwing or Westjet will be able to do better. Flight WG2692 was sceduled to leave Dec. 15:40 but did not leave until after 9 pm due to missing pilot. I hope someone will e-mail me at [protected]@shaw.ca or call or text me at [protected]. Thanks Jerry Bartzen

I had a flight with Sunwing Airlines (WG3424) scheduled to departure at 5 pm on Thursday, December 28th, 2023 from Windsor International Airport and was supposed to arrive at Juan Gualberto Gomez Airport in Varadero, Cuba at 8:10 pm on the same day. This flight's departure was changed multiple times and I received a final departure time which was at 10:15 pm the same day. This is over 5 hours of delay and I arrived at my hotel on the morning of Friday, December 29th because of it. We arrived at Juan Gualberto Gomez Airport at 1:30 am on December 29th.

In October 2023 I made the reservation on flight elite plus exit row seat I paid for me and my Granddaughter for each way

And when we received our documents we realized that the seating arrangement has changed to not acceptable seat arrangement. After our agent dealt with your representative they give us for me elite and row5 for my Granddaughter without privileges. On the way back no elite seats. I make the reservation long before and I had an option for all of the elite seats and they have not tell me or our agent that my Granddaughter is not old enough to be seating in exit row. We have then alot of different options and they wait it to the last minute so we couldn't have we we paid for.

.I always travel business class since I used to own the oldest travel agency in Canada

This situation is really not acceptable not to have a least the same privileges for my Granddaughter as me. And not to accommodate us together and on the way back with no elite seats. It is very stressful to start our holiday that way . The sunwing should take the responsibility for their agent unprofessional and un experience to keep good relationships with the clients.

You still have availability in row 2 3 4. I know those seats ate for disabled but I don't think there will be so many disabled people

And in this situation we should be getting one of.those seats both ways. Due to unprofessional agents handling the reservation.

Booking [protected]

My email [protected]@hotmail.com

Hopefully I will hear from someone soon

Regards

Grazyna (Grace)

I Pius Boniface Kalatharan from Canada booked (BOOKING NO [protected]) a hotel in Cuba for my friend to stay one week and enjoy, that "Hotel Room All inclusive" hotel Name is "Aston Costa Verde Beach Resort" HOLQUIN from 20 OCT. TO 27 oct ,2023. On 20 Oct my friend went to the above Hotei but the Hotel management not allowed stay in the hotel. they sent out. so is un acceptable. what ever now i request the money back to my credit card account which i paid.

this mail send through my friend because some lanquage problem

more conduct

my own email..

[protected]@gmail.com

My T.P . [protected]

thanks

P.B.Kalatharan

please take action and send the reply as soon as possible