Sunwing Travel Group
Canada - ONM9W1A2
27 Fasken Drive, Toronto, Ontario M9W 1K6
LUXE Destination Weddings
Booking # [protected] resort had water problems nearly the week we were there feb 27 to mar 6 no water in resort for 3 full days could not even go to bathroom or shower nothing when there was water hardly any pressure no hot water also there were no mattress covers which was or pillow covers was not very good have complained already when we got back but no respond yet would like to get a rebate or holiday voucher for trip our friends who stayed with us already got a 7 day holiday voucher think we should get the same thankyou hopefuly can be resovled quickly.
Hello Sunwing It was Feb 24 /17 on a 6:30 Flight to Cuba playa Cayo Santa Maria, when it came time to fill the entry form out the Stewardess explained to passengers how to fill out the form.The two ladies that I was travelling with had additional questions regarding there forms with regards too medication, knowing that they were told to not made mistakes as to not have issues at customs or having to pay for another form.When they asked for additional info as they were not quite sure they were quickly told ( did you not listen to the explanation given )this was said twice by both attendants I felt extremely embarassed for these ladies that were spoken to like children.Surely these two elderly Ladies deserved to be spoken to with respect it would have taken a few seconds to answer there questions and put them at ease but unfortunately that is not how it happened.As a service industry treating anyone with respect should be on the top of your list I think that these two attendants have forgotten this and maybe a talking too is needed, everyone gets old right.
We just came back from a 7 day trip (march 3-10, 2017). we were really disappointed. I got really sick twice...
We feel compelled to write regarding our recent vacation at Paradissus, Varadero Cuba.
We traveled on Feb 18, 2017 and returned on Feb 26. On arrival at our resort it was 4am and we were exceptionally tired so we didn't have an opportunity to fully view our assigned accommodation. In the morning we noticed the curtains were hanging off the rail, the bottom of the bathroom door was mouldy and there were numerous cracked and chipped tiles on the floor. The bed sheets were stained; there were remains of dead insects on the walls that hadn't been cleaned off. We spoke to Staff at reception (Adis) who took us to a recently renovated room. This room was exactly the same, looked like it hadn't had any maintenance since it was built. Adis agreed it wasn't renovated. She then suggested we could look at a renovated room at 3pm.
At 3pm we looked at a 3rd room which had newer tile in the shower, but no bath or bathroom door, there was a shower curtain in place of a door, but no shower curtain around the shower . We agreed to take this room as we were wasting too much time of our vacation trying to get the 5 star accommodations you had sold us, and we had paid for. This room also had cracked floor tiles, broken patio furniture dead insect remains in the walls. The water heater room is filthy; there was a empty beer can outside our room for 2 days which cleaning staff never picked up. Please see the photographs we have included.
On our second day we had running water flowing through the light in the bathroom, (I have this recorded as a video clip on my phone).
We spoke to the Sunwing/Nexus staff at the resort and asked her to log a formal complaint as we would be following up our complaint on our return. She arranged after speaking to the resort manager to move us to the family concierge area at 4pm. On arrival at family concierge they had no knowledge of this, so I spent a further 2 hours speaking to staff who finally agreed to move us.
This is the accommodation you should be sending your customers too if you are saying and charging for a 5 star resort.
The restaurants, you mention on your website that 3 al carte reservations are included and there is a dress code, we tried too book them on our first day and was told only the Fusion restaurant had availability, for the others we would have to return on Wednesday. You will find a photograph of the menu, please explain to me what "struddle of old clothes" is? We returned to book the other 2 reservations at 9.30 am Wednesday to be told they are all full, with no explanation of why we were told to return then or how they are now all full. All the lady would say is "sorry they are all full."
Everyday I went to the beach towel exchange place to be told they didn't have any, I went there at 9.30, midday, and 4.30pm, always to be told they have no clean towels, we finally got clean towels at 3.30pm on the day of our departure.
On checkout we asked for a place to shower at the end of our day as our departure from the resort wasn't until 23.45, staff told us we could use a courtesy room to shower and change. We was shown to a staff washroom which had no shower head, dirty used toilet paper on the floor, no toilet paper in the dispenser and a shower drain that didn't drain, instead flowed used shower water over the room and outside onto a footpath. (PLEASE SEE ATTACHEMENTS)
To sum up you advertise this resort as 5 star, you charge 5 star money for it, but the accommodation is 3 star at best, I wouldn't be complaining if I had paid 3 star money for my vacation, I would expect some of the challenges we have had. But we paid for 5 star. The resort even has 5 stars above the reception area. We are not wealthy people and work hard for several years to afford a winter vacation every 3years, and we basically feel you have deceived us, and we would like some form of compensation or credit voucher to be used for another vacation at some point in the future.
I look forward to your response.
Steve and Isobel Hill
Filled in form 3 times on complaint site and there was no send button..last attempt...I will never use Sunwing again aanway. We chose what you advertised ad a 4 star...it was barely a 3 star...we were told only once we arrived that if we wanted a 4 star (or "plus" as they call it) we would have to pay extra...that is extortion and midleading advertising. We refused on principle so had the oldest rooms, no iron (they actually refused to rent me one...said I had to upgrade, no coffee maker, pool so crowded with kifs we didn't go in once but the "plus" pool was almost empty, my hipd actually hurt the beds were that hard, we NEVER once got a chaise on the beach (apparently they have been on order for five weeks...(meanwhile there are stacks of empty ones next door at playa)...first property ever that evening entertainment was dull and boring. One night we had the water show...all others...garbage. What a way to celebrate our 46th year of marriage...we will never book Sunwing again...I will find a company that I can trust. Incidentally...EVERYONE we met there was saying exactly the same thing. I usually write complimentary things...very sad!
We recently traveled from Regina to Puerto Vallarta round trip from Feb 17 - Mar 3/17. We had reserved seating when we purchased the vacation package on Sept 23/16. We received our confirmation number which was [protected]. On the travel date we were told by Sunwing reps that there was no such reservation and we would have to sit in different aisles, away from each other, We were obviously very very angry. And with no surprise it happened once again in Puerto Vallarta on the way home. I would definitely expect to see a credit on my MC account. And one more thing, it was impossible to find out our transfer time to the airport in PV, because the Sunwing rep was never at his desk, we had to find out the time on our own. We find that Sunwing service, even in flight, is declining every year. Sorry to say we may have to look elsewhere for vacation options.
Friday, March 3, 2017
Re: Booking [protected]
I would like to preface my concerns with compliments to your staff at the Melia Las Dunas Hotel, led by Mariam in Cayo Santa Maria, and your representative, Osmay Campanioni at the Melia Habana in Havana. I can't say enough good things about your staff, who went above and beyond the call of duty to make our 2 week stay as comfortable as possible after my accident, 2 hours after our arrival at the hotel.
I was walking through the lobby with a drink in my right hand after dinner and on my way to watch the evening's entertainment in the “concert area” and it was very crowded at the time (8:30 pm) and then saw what appeared to be a short cut across the marble floor. There was nothing to warn or block the pool from the 1 foot drop into 1 foot of water in a stagnant pool with no lighting that could have prevented my fall.
The result was a 6 point landing that produced a 2 inch cut to my right palm, requiring 7 stitches and a number of small cuts to my right thumb and fingers; a bruised chin (black in colour about golf ball sized); a bruised and swollen left hand; bruised left side of my chest (grapefruit size) and scrapes to both knees. Additionally, I sustained a concussion, which was undiagnosed until after our return to Burnaby. The hotel staff looked on in horror, but did nothing to assist me in climbing out of the pool, fortunately fellow guests helped me and took some napkins from a special coffee cart (the main reason for the congestion as well as one of the 2 six foot wide ramps be closed for the night for entering and exiting the lobby bar.
Because I do not have depth perception, if certain things are not clearly marked or lighted in the evening, there is little if any indication changes to of drops or heights. In the 5 days following, there were 7 other people that fell into the pools around the lobby because of a lack of rails, planters or tables and the like to keep people back from the edge. The GM told me of the plans to install lighting in the pools to make drops more apparent and safer this spring after the high season has finished.
It took a few minutes (approximately 5) to call for a taxi to take me to the first aid station (5 minute drive) and over 45 minutes for the taxi to arrive (only one taxi on duty after 5:00 pm and one ambulance for 7 hotels) and get me treatment. My hand was cleaned, stitched and bandaged and told to come back the following morning to change the bandages. After offering the list of my medications, the doctor and was told that it did not matter. I asked taking any antibiotics to prevent infections and was told to wash my hands with soap and water because he considered it a “superficial” injury! In total, there was a total of 15 visits to the clinics with at least one hour spent every visit (4 in Havana on Feb 15 & 16 and 11 more to the local clinic).
I returned the following morning and the same man replaced the bandages and said to stay out of the pools and ocean. The following day, Friday, Feb 10, we took the previously booked Santa Clara tour and was surprised to find physical endurance diminished from the trauma from my concussion, the lack of drugs and the fall. I remained on the bus for 2 ½ hours sleeping while passengers were touring some stops.
Saturday afternoon, I was given clearance at the clinic to swim in the ocean on our Catamaran tour (Sunday, Feb 12). Again my stamina came into being as my normal strong swimming was replaced with lethargy and quickly became too exhausted to snorkel or swim.
That evening my hand began to swell, turn red and burn across my palm and the back of my hand from my thumb to middle finger. After another night of interrupted sleep, we returned to the clinic and was told that I had done something wrong to cause the hand to become infected. It was bandaged again and was told to stay out of the pools and ocean but still not offered antibiotics. Tuesday was a day of rest sitting by the pool and sleeping in mid-afternoon for 2-3 hours (similar to Thursday, Saturday and Monday), again because of concussion, the cuts, lack of proper drugs.
Wednesday, we hired a taxi to drive us to Havana to an Airbnb for 2 nights and was again hit with little stamina and had to go to a clinic in the downtown area to have the dressing changed. I was told by some man in the clinic to pay $120 CUC's for treatment, and he would bring me a receipt. (He was the only person that spoke English in the clinic). A couple of minutes later he handed me a piece of paper and left, that was written with a ballpoint pen stating $120 CUC's payment. It was then realization set in, I had been duped.
Walking back to our room, we stopped at the Iberostar Parque Central, because we were told there was a pharmacy inside. The front doorman told me they had trained medical staff in the hotel and took me to see her. She asked about the drugs I was taking and what had been given to me to stave off infections. She was shocked to hear that the clinic in Santa Maria did not take notice that my immune system would be low and she was more shocked when told there were no antibiotics given or offered. The doctor sold me antibiotics for $12 CUC's, and she said to have the bandages changed the next day (Thursday).
We changed hotels Thursday for a number of reasons and stayed at the hotel next door to the Melia Habana with your representative's excellent Customer Services skills to assist us. I went to their first aid, showed them my hand and the antibiotics and they subsequently changed the dressings. They reiterating the no swimming rules and told me to come back the following day for new dressings before our taxi picked us up at our hotel.
The effects from the concussion and the infection on the Friday night was still causing me a great deal of discomfort and lack of sleep. Saturday, was another trip to the Santa Maria clinic, bandaging and no antibacterial cream for the wound.
After a very fortunate conversation with a young lady, I was introduced to her sister, a nurse working in Gimley, Manitoba. When she asked the obvious questions about treatment, she said there should have had been immediate antibiotics and creams (Polysporin) given and applied. She gave me her Polysporin to use until our departure the following Wednesday and was able to begin to function properly for the first time since our arrival ten days prior!
Out of the 11 trips to the local clinic, your staff reimbursed me for the 9 taxi rides ($5 CUC's each way, 18 in total) I took and the Hotel General Manager, Lawrence, personally drove us to and from the clinic twice more. The Manager of Guest Services, Michel, was outstanding, assisting whenever and with whatever he could, from enquiring how we were surviving to arranging for taxis and much more. Excellent Customer service from all parties, it is difficult to fully express how professional and caring they all were.
The Tuesday before leaving (Feb 21), I was finally green the green light to swim in the ocean again, but keep it bandaged when in public and the head man at the clinic sold me antibiotics for $22 CUC's which were better than the Havana drugs from before. The hotel GM, spoke to the head doctor at the clinic and was told they had just received these drugs but did not have proper supplies to treat anything more that superficial cuts normally.
If you need further treatment, they will send you in the ambulance to Santa Clara (1 ½ hours away) to the hospital at a cost of about $375 CUC's and a $125 CUC's taxi ride back! Treatment after arrival is a minimum of another $350 CUC's plus the cost of the treatment. As it was, I had to pay $128.20 CUC's for treatment at the local clinic. All payments have to be paid in cash and claimed for reimbursement after returning to Canada. Obviously, this causes people to hesitate taking a 90 minute trip.
I have been to the doctor's offices twice since our return and with a trip to the Burnaby General Hospital Emergency Ward to confirm the concussion. There is still swelling in the index finger and some in the middle finger too (Friday, March 3). There will be more treatments to follow which could involve some minor surgery for mobility. I will keep you monitored on future treatments.
The reason for this is to inform you that the first aid and safety of guest was not, in my opinion, up to the high standards your company provides with bookings, flights, quality tours and all round services. As you have read, our holiday enjoyment was diminished because of aforementioned events. I am still unable to function almost normally now, but become tired very quickly because of a lack of stamina.
We plan to continue to use Sunwing for travel over the foreseeable future and have told a number of friends about the quality of your packages and tours. Another couple was impressed enough to begin travel plans for 8 next winter!
I am sure that any offers of future discounts or compensations from Sunwing will be fair and commensurate to our experiences. My wife and I are now retired and we plan to use your company for travel over the next few years. Within the next 2 years we plan on a return trip to Cuba as well as additional trips to Mexico and another couple of Caribbean destinations as well as travel to Ireland, Italy and Australia.
Thank you in advance for your help in this matter.
8578 Flowering Place
Well I would like to start off by saying that I am usually a very positive person, and there are some positive points to the Grand Palladium in Riviera Nayarit, Mexico, but unfortunately not many. This was the worst trip I have EVER taken. This is a resort that Sunwing advertises as a 5-star resort, that in my opinion would be better classed as a 2-star. We had emailed about a week before our arrival requesting that we be placed at least in the same building as the couple we were traveling with. Were we? No. When speaking to the Sunwing Rep, he said he would fix it and went to speak to the hotel staff. Coming back to us he said our friends would be moving beside us, but not until Monday. Monday comes around and they go to the front desk and they know nothing of a move at all. We requested a king-sized bed. Did we get them? No.
Everywhere you went there seemed to be stairs to climb. This is not a resort for the elderly.
And talking about the elderly, there was a woman leaving the resort that fell down the front steps b/c the hotel staff didn't tell her to watch her step. We were always told to as the step is almost invisible. The poor old lady was down for quite a while.
The pool steps broke in the main pool while we were there and a women's leg was cut and pinned while she screamed for the life guard who didn't hear her while he was chatting up another women at the pool. She needed 4-5 stitches and her holiday was ruined.
Upon arrival to this so-called 5-star resort, we all noticed a horrid odor which only got worse as days went on. They use grey water to water their vegetation and it smelled like sewer so badly that we all felt nauseous.
Three out of the 4 of use were sick from the food. My husband has Crohn's and NEVER eats off resort. The food had very little flavor. The best place for food was the Sports Bar where you could get bar food. The only problem was that kids were allowed and it was ridiculously noisy. Also, we sat at a table in the Sports Bar for ½ hour and no one had come to ask if we wanted anything to drink! I had to go to them and ask for one. We went to the Mexican Restaurant which was supposed to be so great. As I was still feeling sick, I only ordered some rice pudding and they couldn't even be bothered to bring it to me. I told them I was freezing and could I have one their tablecloths (Mexican blanket) to wrap around me. He said he would bring it right away and never did. We found the service extremely poor at all of the eating places. Also, it was quite apparent that the alcohol was watered down.
We did spend a day in PV. The staff at the hotel said if we took the local bus, we should get off at the Sheraton and it would be about 5 blocks to the Malaccan. The bus driver stopped (and yes, he knew exactly where we were going) and said it was our stop so we got off only to realize that we were still about 20 blocks away from even the Sheraton! Not impressed but I guess that is not a Sunwing issue!
For the next 2 days, my husband was extremely ill and had to miss the snorkeling tour; there goes $$$.
This is a very windy area. Upon reaching our snorkeling destination, it was too rough to snorkel. Most people just sat on the boat and drank. If it is usually windy (and upon talking with many people at the resort it is) why take us to any area where we can't snorkel. Misrepresentation!!! This was an excursion booked through the Sunwing Rep at the resort!
We booked an informative meeting with the Palladium group to discuss their travel group. It was supposed to be 90 minutes long and turned into 3 hours! Say what you mean and mean what you say!
I am sure I could add disappointing remarks to this, but as a whole we were extremely disappointed with this trip and are requesting a full refund. The resort was completely misrepresented on by Sunwing. We will never go back, will tell everyone we know to never go there and I am not sure we will ever use Sunwing for a trip again. If not compensated, we will consider a civil law suit again Sunwing.
We were really looking forward to this trip since it's our first time in mexico and we wanted to stay at a 5 star hotel with the best service and room. However, when we checked in on feb 12th 2017, we were told our travel agency, which is flight centre didn't book us ocean view or pool view room, even though we upgraded to the diamond club, it doesn't come with those views, it was called "mangrove" or "sunset view". It was the worst view ever! It's basically an empty field with swamp, smells really bad too when we open the doors. The drain in the shower was clogged when we checked in the room, tampon wrappers in the shower. We complained to another lady afterwards in the front desk, still didn't offer us another room, just sent someone to fix the clog. The second day when we went to the kids pool, my daughter slip and fell, hurt her chin really bad, we had to rush to the hospital in cancun, she got 8 stitches after 4 hours in the hospital. Nothing was compensated from the resort from this accident, we paid our own taxi cost to the hospital round trip too. All they were trying to do the whole time was just selling us this "travel smart" package, which is such a rip off. We didn't want to ruin our vacation, so we went on some excursions for the next few days, to avoid staying in the room. This is very disappointing especially we paid premium for this trip. This is simply
Unacceptable for a 5 star resort.
We left Edmonton on the 18th of Feburary for Varadero Cuba. Flight was good arrived at our hotel(Bella Costa) around 3 in the morning. We went to our room and discovered bugs in our room. Thank god we had brought raid with us. The shower didn't work so great and the phone didn't work. We visited the front desk and they did the repairs right away. Food was not the greatest. The a la carts didn't have what was on the menu. The pools liner was all crinkled on the bottom.
We were supposed to fly out at 2:55am on the 26th. Our flight got delayed due we didn't get to fly out until 7am. Let's just say we had a really long day. We had to check out of the resort at 12 noon and never got picked up until 1:45 am. The beach was amazing and we spent most of that day there. A room was provided to shower at the end of the day which had no towels to dry yourself off. No toilet tissue in that washroom. So disappointed with our first trip to Cuba but the people were amazing and friendly.
During our stay we did the catamaran cruise, let me tell you that was an adventure. It rained most of the day, which happens, tried to make the most of the situation. High winds and heavy rain made for a cold day. Didn't help the boat lost its gps in the fog. The look on the captains face told all, we were lost, thank god the fog lifted within a half an hour. An adventure for sure.
Our booking number [protected]
I flew with sunwing on dec 24 2016 from Vancouver to Toronto!! Upon arriving in Toronto I noticed my suitcase was significantly damaged!!! I contacted sunwing on dec 26 after doing family celebrations where I was told to email pics to [protected]@sunwing.ca. I have sent multiple emails to them with pics with no reply. It is now feb 24 2017!!! I flew back to Vancouver on Jan 10 with my suitcase tapes and zap strapped closed as I did not have another suitcase to use!!! I am EXTREMELY disappointed!!
My name is Jessica and I just got back from a trip to your Memories Paraiso Property in Cayo Santa Maria Cuba booking number [protected]. We departed Feb 15 and returned Feb 22. I chose this property to travel to as it had such amazing reviews online and with my clients I have personally booked to this property in the past. We were going to celebrate our friends honeymoon, and I am really embarrassed I sent them here. Now I have many of complaints to note here, so I will try to give enough detail for you to review.
When we got there from day one, the resort up keep was super low, most of the time it was non existent. Every bathroom I went into was over flowing with feces every single time I went to use one. A lot of the time, the bathrooms were locked so you didn't even have a choice but to run to your bedroom, which is not the best option for people who have got the bug from their foods in Cuba. It was not a pleasant walk/run to the room.
From day one, I completely forgot what customer service was. No one wanted to help us, or even talk to us for that matter. The servers at the bars were always standing around talking to other workers while there were lines waiting for drinks (this was at many of the bars). I had walked down to Guest services to get more water for our room and they would take my room number but it would never get delivered. I was still waiting on a beach towel as I left mine at the Pool bar for 3 days, even though I asked for one twice a day for 3 days! So I eventually gave up trying to get anything from them, even a bottle of water! Eventually I gave up trying to get it from the bars (even though I saw a guy give a customer one right from the bar the day we got there). So I just waited in our room until the person who stocked the bar came to get water. It was like pulling nails to get anyone to acknowledge us and our concerns.
We had paid for a romantic Lobster dinner on the beach as well, which we ended up not eating half of the food because it was cold and bitter. There was also a child's birthday party right beside us on the beach, I can't see how that can be romantic for any one of us that were there. And the music and singer was far too loud, we couldn't even hear ourselves talk at the table. So it wasn't very ideal in that sense.
Now at the Mexican Restaurant we had another complaint as well. We were seated and left alone for 25 minutes before we even got to get our drinks ordered. Once she came to take the order we also ordered our meals because we figured there would be another crazy wait for the server to come back. I ordered the Nachos as a starter, and in the menu it says you can choose a meat of your choice, so I asked our server what type of meat I could get, she said no meat. So I pointed to her where it says you get the choice to put meat on them, then she said only a little meat, so again, I asked what type of meat can I get on it, and she then again said, no meat. This also happened when my husband was ordering sour cream when in the menu it says you can get sour cream as well. Our server did not smile once, in the 2.5 hours we were sitting there. It's like this woman hated her job. You don't have to smile, but just be nice. It's not too much to ask! We all have to be nice to others when we are working.
Now, because my friends had made a complaint about the lobster dinner, and a few other things, we were told we had both rooms for late check-out and will get a bottle of rum as well for the troubles. The bottle of rum never came and ill tell you about the late checkout issue now. Since we were told by the clerk that both our rooms had the late check-out and we confirmed with the same man the day before we left we assumed it would have been no issue. We went on with our day, having breakfast, going to lunch and the beach, then back to the room to shower and get checked out. Now the front desk called my room (not my friends) and asked me why we were still there as check-out was at 12pm noon. I told them because we have late check-out due to a complaint we made, they argued with me about this for about 5 minutes, I told them my friends in the room next to us confirmed our late check-out the night prior and we were good to go! So the agent at the front desk called them liars and that they never gave us the allowance for late check-out. Needless to say, I didn't handle this well after the amount of issues I/we went through my entire stay at your property. I just could not wait to get back to Canada after this nightmare of a trip.
I truly feel these people hate their jobs, and if they don't, I would be super surprised because they sure don't act like they like their work or people.
We were told the boys deep sea fishing excursion was cancelled as well, so we re-booked it, and then that one cancelled too. Again, we were told we would get a bottle of rum for our troubles because us girls booked a catamaran the same day they were to go on the trip, we wouldn't have went without them if we knew they were going to be cancelling the trip again even when they knew the boat was not going to be fixed for another week. But nothing came, yet again.
Another point I would like to give to you is our room door would not lock since day one as well. I called down to the front desk right away, and waited about 1 hour and nothing happened, they said they were sending someone so I waited. When my husband got back to the room, he called down as well, and we waited another 35 minutes, they fixed it for one use, then it stayed open again. We called down many times to have it fixed but no one came again. (Our room was 3577, I would suggest to get a new door put on).
The maid service was not good at all either. We asked them to change our bed sheets because they had sand in them from the first two nights we were there. So they just put them on upside down so they looked fresh, but you could still feel the sand when you laid down. So the next day we tore the bed apart ourselves and left the sheets on the floor to ensure we got new ones put on, but they just used the same sheets again. It was so Unbelievable.
I feel so embarrassed I even recommended this property to my friends for their honeymoon. I understand it is a country that does not have much but the tourism. However, I did expect they would have at least a little bit of customer service skills and be able to interact with the clients there. And to take care of their facilities for their clients.
I would love to get our money back for a refund, but I highly doubt that is an option, but I would like Sunwing to acknowledge my concerns and complaints. I hope that no one else will have this type of vacation at this property again. This is the first time I've ever actually complained to the tour operator for anything of my own travel, so I don't like doing this, but I feel I need to voice my opinion on this one. If my friends weren't so unhappy with the experience, maybe things could have turned out differently.
I have been a Travel Agent for almost 5 years now and I cannot in good conscience book any client to stay at this resort in the state it was in when we had went. My colleagues are also well aware of my concerns and issues with this resort and will be hesitant to sell this property as well.
Thank you for your time.
Package was send to Sunwing and received by Sunwing on Feb. 1, 2017 signed by Sam K. (copies of such from Post Office availabe). Package included letter, USB with photos and videos of grave injury caused to my father due to Hotel Colonial's neglience. Requested Sunwing to file formal complaint with Hotel Colonial and have not heard from Sunwing yet. Please advise status of this request ASAP.
We are trying to celebrate our 25th wedding anniversary early with an MSC cruise. We decided to use sell off vacations again as we did a couple of years ago.
We have booked the cruise, but with great difficulties from the time we walked into the office and as I write this message, we have had problems.
I would like to say from the first moment we thought of this adventure we decided to use sell off vacations. I have concluded that we have made a very bad mistake by using your services.
It all starts off from our walk in to the office, when nobody even says hello as we stand by the front door. We have to approach an agent to get service. This is unacceptable. There are many other travel agencies around that would do business with us. We reluctantly sit and spend a few minutes with her and listen to her tell us that there is no such thing as a last minute deal or a sell off vacation any more.
We should have left at this point but I guess we're a gluten for punishment.
We told the agent that we're interested but we need to confirm a few details prior to our booking the cruise. She took a large breathe and basically wrote down some info inside the brochure and told us to come back when we have the exact dates that work for us.
It was a bit of a blunt way to close off our conversation but again we took another remark and went with the bad attitude.
We talked with a few of our friends about the cruise and how fun it would be to travel together. We had both of them book the same cruise. This is amazing, we can share our celebration together.
I did the MSC pre booking online and it asked me to finalise my payment or see my travel agent. I called both MSC and sell off vacations. They both told me to go into the local office and have them complete the boarding passes and everything would be completed at this time.
I arrived at the office at 7:31pm tonight February 21, 2017. I understand that the office is closing at 8pm. I entered the office and literally stood there for 6 seconds (I did count) before Ute Anderson actually acknowledged me and greeted me. She first stared at me (for 6 seconds) and then told me how busy she is and I will have to come back tomorrow. This was all done in front of a couple that wanted to book a trip as well.
They were a bit struck by rudeness as was I. She proceeded to tell me she has no time to print off the boarding passes nor does she have time to fill in all my info on the MSC web page. I told her that I have done all the leg work and she needs to do her part so I can get my boarding passes. I had to walk her through the entire process of how I put all my information it the MSC database and how to view it. With all this going on she is talking about how she has to go home a cook a meal for her husband because he works late as well! This is not what I need to hear at this point. My anger has now elevated and Ute has now become more annoying with her problems and issues of the day.
She made a few calls and to no avail she has told me that her boss will take care of this tomorrow, UNACCEPTABLE !!!
She blamed sunwing and MSC for not getting their procedures correct and how it causes them all kinds of problems when they have to print off the boarding passes. This is not my fault nor is it a problem that I should hear about. It may be valid or it may be a lie, not my problem. It's not professional nor is it appealing as a customer.
As you are very well aware, these cruises are not the top of the line, but they still cost customers a lot of money. When I board the MSC Divina on march 4th, it might not be a very pleasant comment I leave to everyone that I have a conversation with.
Sunwing, MSC and sell off vacations have dropped the ball on this one. I hope for your companies sake you make this right for us in some way. I'm not asking for a free trip but we would like some sort of compensation for all the grief that this has caused us.
Thank you for listening. This is very important to me to have this issue put to rest. I want to have a great cruise with my beautiful wife and friends. This has made me want to never use your services again. I hope that we can do business together again.
Christopher Allan Cunningham
booking number: [protected]
Mar 4th 2017
Myself (Peggy hawes) and a friend (Donna dool) went to porta plata on february 9th to february 16 stayed at viva wyndham heavens our booking # is [protected]. Upon arrival we were told some of us would be down graded from a suit to a room. And sadly we drew the unlucky straw. We were first put in a room ground floor 5109. Oh my it was gross damp musty smelling and the view was awful! We just wanted to be in the sun and thought possibly it was musty because it hadn't been used, well no the odor just got worse. I went down to the front desk and we did finally get a decent room. However they would turn off the water randomly anytime of the day or night not good! We feel sunwing knew in advance that we were going to be down graded and felt we should have been told well in advance and financially compensated. We feel 100 dollars each is a fair compensation, we are not unrealistic in understanding things happen however, how this situation is handled will determine if we deal with sunwing again.
Booking # [protected] - Punta Cana. (PUJ)
My husband and I travelled to Punta Cana on Jan 29th flight WG406 returning on Feb 5, 2017 flight WG407 - we were to leave Punta Cana at 12:40pm.
Once boarded on the plane we were advised briefly by the pilot that there was a discrepancy with baggage and we would have a 5 or 10 minute delay. This 5 or 10 minute delay turned into hours sitting on a plane in Punta Cana. Our luggage was completely removed from the plane...reconciled and then drug enforcement came into play and passengers started being removed from the plane.
Now I understand this would be beyond Sunwings control. However, the way we were treated by flight attendants was atrocious. They were clearly upset and took their feelings out on passenger who were not aloud to even leave their seats to go to the washrooms.
We sat on a plane for 7 hours. We were lucky to receive a glass of water. Never mind the champagne that Sunwing always advertises. Maybe the flight attendants were drinking it because we never received this.
My husband and I have always travelled Sunwing however I can assure you we will never look to Sunwing again and will make sure to share this experience with family and friends.
Please review customer service with your staff. We are paying customers who work very hard for our vacations. To be treated as poorly as we were on that return flight has left a very poor taste in our mouth.
I would love to hear back from a person with authority regarding this matter.!!!
I had booked a direct flight (booking #[protected]) to Puerto Vallarta. I had chose this booking solely because it was advertised as a direct flight. A week later, I got an email informing that this is now not a direct flight.
I had called Sunwing asking for a cancellation because this was not what I wanted. I was told that it is within their rights to change the route. This is totally misleading. You just cannot advertise a service knowingly you cannot fulfill it all.
To whom it may concern,
Confirmation numbers #[protected], #[protected] #[protected]
On thurs february 9th, I was travelling back with a group of 10 people from punta cana where we spent 7 days at the memories splash. Upon checking in our luggage we where told by sunwing employees that our luggage weighed too much. My family of 4 were checking in our 2 bags and one luggage was over .4 kg so we where told we had to pay extra. I replied that I would take a few things out of my luggage so I can stay within the limit. My 2 children (aged 3 and 5 started crying because they were tired/hot) I started to open my luggage and was told I had to take my luggage behind the red line and wait in line again. I said I can open my luggage quickly remove a few pieces of cloths but they said no go back in the line again. My parents and sister were checking in 2 pieces of luggage and where told they were over by 2 kg and had to pay aswell. They quickly tried to move a few things aswell to stay within the amount allowed. They removed a few things and were over by .2 kg and were told to pay. My brother was travelling with his wife and 9 month old son and had the same issues. We were all trying to move things around so we can be within the allowed limit even though my parents had only 1 checked in baggage and where only over by .2kg by the end of it.
The sunwing employees were rude/had very poor customer service. They caused us some much stress and it was a horrible way to end our vacation. We spent over 1.5 hour at the baggage check in area that we almost missed our flight. All 3 kids were hot and crying and they were more concerned about us being over by .20 or .30 kgs and instead of helping us sort things out, they were rude and caused us a lot of un-necessary stress.
To top things off they placed my 3 and 5 year old in a different seat / my husband in a different seat and myself in a different area of the plane. They airplane was not in full capacity for them to place each one of us in different seats. We have flown with many airlines and have never be so dis-respected and had so much stress caused by something like this.
This was my parents 40th anniversary trip and my sisters graduation trip and it was left off with a bitter taste in our mouths because of the horrible customer service we received. I did mention the whole situation to the flight attendant and she said she would file a complaint on our behalf aswell.
They was also another couple travelling with kids that experienced the same poor customer service that we had to deal with aswell.
We do request a compensation for all the stress and anxiety that was caused during this ordeal.
My parents both have health issues and that incident caused a lot of stress to both of them. I was very disappointed with how we were treated by the sunwing employees.
Extremely disappointed with Sunwing and there travel representatives. We traveled to The Royalton in Mexico this past week ( which is funny as we know Sunwing owns this resort) and was set to leave yesterday, Feb 9th on a 3:30 flight. Paying all this money to Sunwing to travel to another country, you would think your company and the representatives would help you as much as possible to ensure you are happy and safe when it comes to your stay and travel. We'll unfortunately that was not the case for our flight home. First off our representative that gave us our bus/shuttle slip ended up giving us the wrong time and because of this we missed our flight. We waited for our 1:30 shuttle that our slip said we could be getting on too. Once we gave the representative on the bus our slip he couldn't find our names on his list. He then called someone who then told him we should have been on the 12:30 bus instead but that someone ( nemo was the guy we saw to get our pass for our shuttle) messed up our time. He was able to get us on the bus and would make us priority to get off the bus cause we would be cutting it very close for our flight. We finally arrived at the airport...my husband, myself, OUR 19 MONTH OLD TODDLER, my girlfriend, her husband and there 20 MONTH OLD TODDLER for them to tell us we could not check in as they would be boarding any minute. There was still one hour before our flight was set to depart but they would not attempt to help us. We then waited for a Sunwing Rep to help us out. Help is not what ended up happening. This is what Sunwing said they could do for us" the next flight leaves in an hour and has two seats available. The next flight wasn't until the next morning but also has two seats available. You have to pay $435 each though." We of course are not impressed and can not believe that they are not taking any responsibility for there mistake and are taking advantage of us while traveling in another country! The Rep continues to explain that because there is no proof it is there fault there is nothing he can do for us. PROOF! We did everything we were suppose to do and was asked of us to do by all the Reps from Sunwing including providing the bus Rep with our bus pass as he requested us to do because if we didn't we couldn't get on the bus. Thats the only proof we would have had but we didn't have it so it's our fault! Nice Sunwing. Our friends took the 1st flight because there little one was not feeling well. I then asked what they would do to help us for accommodations for the night. The Sunwing Rep goes on to say that there is nothing he can do for us as we are already checked out of our resort but that there are safe zones with hotels that we can look into staying. I have a toddler and at no point does any of that seem safe to me. Sunwing really knows how to help you out! Not! My husband and I then decided to see what other flights were leaving to Toronto. We had to pay our way home anyway so it only made sense. We came across a West jet flight that was leaving 5:12 to Toronto and had seats available. We obviously booked the flight and made it home safely. The not so funny thing is, we paid less then what we had to pay Sunwing to get us home. I mean less then half what our friends paid Sunwing to get home. We paid less then $500 for both my husband, me and our luggage ( our son is under 2) to get home, while our friends paid $1000 to get them home ( there daughter is under 2) and they had less luggage then we did. We are understanding ppl and know that not everything works out as planmed but this could have been avoided or at least resovled but Sunwing refused to help us in anyway which is absolutely ridiculous. Like I said at the beginning... you put your confidence in a travel company when your traveling to another country but Sunwing takes advantage of that. I would hope someone will be in touch with us regarding this issue and this complaint. If not I will see what others on Social Media think of this situation! Truly discussed with Sunwing at this time!
My husband and I recently travelled to Puerto Plata and returned on Wednesday morning February 8th at 2:am ( flight 465 ).
His suitcase was fine when we arrived in DR, but on our return yesterday we noticed that the corners are all dented and there's a long gash on one side. This is a Perry Ellis and it's that hard but light material- husband says it's fiberglass and he says it can't be repaired, and now the suitcase can't be used, as stuff on the inside would fall out, or easily be stolen.
I bought the suitcase approximately 2 years ago, and this is only the third time he used it ( all on trips South via Sunwing ).
I am at work presently, but I can forward a photo of the damage later
Since he will need to purchase a replacement, compensation towards that would be appreciated. A replacement would be $140 approximately.
Darrell Horne & Geraldine Janes. [protected]