Sunwing Travel Group
reviews and complaints

My partner and I booked an all inclusive sunwing vacations to Mexico through sell of vacations recently in may 27th/June 3rd at Wyndham maya resort in Mexico

I have nothing but serious complaints about sunwing flight service and the resort for very good reasons

On the flight to cancun

1. The flight attendant ripped open the bag of coffe with his teeth and not used a scissors or his fingers as one would expect to open the coffee packet not just once but twice I saw him Doing this as I was waiting to use the toilet which is near the galley ! He then Proceeded to empty the contents in the coffee pot and filled it with water! He did it the second time ! He saw me watching him but continued as nothing was out of the ordinary for him ! Disgusting

At the resort

When we arrived at the resort we were taken by bus to the resort

When I arrived at my hotel I was worn out and tired after leaving Vancouver at 4 am to get to the airport for an 8 am flight So I fell asleep a after a shower

The next day I woke up with sniffles and asthma which is usually mean allergy for me

So I took the bedding covers and sheets off the bed and found that the mattress cover had old blood stains on it and so did the mattress itself had old blood stains and even what appeared to be mould! I took

Photos of these as proof

I was so appalled that I was sleeping such filt and paying good money for it and so I checked the other bed again the mattress had mould!

You would think that with covid closures in the industry Wyndham would have time to do a complete check of the stock ?

I went to talk with guest service and looking for sunwing representative about this. He was nowhere to be found so I left him a written message on his desk to discuss this issue !

When I did not get a reply to my message I talked with Guest services at the hotel and said they would handle the mattresses!

They changed them and the sheets but this should never happen The next issue was food I have allergies and the hotel was informed but I was constantly being given food which I was allergic too as it made me more sick than when I arrived! The service was awful because I was being lied to by them saying is itbis safe to eat I have celiac disease and allergies to Anything contains corn ! Here is my number call me or email me [protected] [protected]@gmail.com

Stayed at this resort with a group of 21 family and friends and I traveled with my 1 and 2 year old children. The resort itself (rooms, facilities, pools, etc) were great but the service was awful. I had attempted to call the resort a few days before travel - nobody ever picked up the phone. When I came to check in I still was not able to be assisted regarding the room change I tried to all about prior - instead I waited at the desk for almost an hour in the heat only to be offered a change that would cost me hundreds of dollars more. The staff on the grounds were rude and obnoxious. For dining we always needed two high chairs for my kids and were met with attitudes, dirty chairs and no assistance with set up each time - they also refused to seat us at appropriate tables to accommodate our family. Additionally, when we attempted to arrange dining for our entire group the staff was somehow never able to accommodate us (blas and wandelis were especially rude). Wait staff was only courteous if they were tipped first. Finally - the staff stole $400 from my family member's suite - upon questioning the staff member admitted she entered the room despite the do not enter sign being posted - but she denied going in and stealing anything so the manager said there is nothing they can do and proceeded to direct my family member to the ATM. This same family member also organized the trip and discovered that the welcome basket left by her travel agent had also been stolen. I have never met such rude and obnoxious staff at any resort I've ever been to and its a shame because it really is beautiful but the staff made it such an ugly experience that I will never go back again.

WG620 was originally scheduled to fly from Toronto to Varadero on December 25, 2022 at 16:30 and was rescheduled to 6:15 then to 7:17 on December 26, 2022.

We lost one night of accommodation and a few meals. This was an all inclusive trip. We request a refund or credit for the lost time.

Kamilla Molnar ([protected]@gmail.com) and Szilvia Okros

Booking: [protected]

Hotel Name: CLUB KAWAMA

Sunwing had 2 flights going to Cancun. One at 11h and one at 9h. It charged and extra $50 for the 9am flight. Then a month before we fly they cancelled the 9am flight but never refunded me the extra $50 they charged for an early flight. So basically they charged a bunch of people an extra $50 and then denied the service and never reimbursed the cost. Then, in cancun, their representative sells us an excursion. It had costs for harbour fees. Now anyone would expect the harbour fees to be per boat at the very least. But the rep assured me this was not so. It was a one cost for the whole group payable at the excursion site. Guess what? Once at the site the operators tell us that the cost is per person. So basically the rep lied to us so we would buy his trip and he can make his cut. Once miles away at the operator we were left to have to deal with an extra $150 cost which had to be paid in cash, no credit card.

So I write to Sunwing and it takes them 5 months to send me a form letter that basically tells me they are not responsible for the operators of the excursion and that changes in schedule happen all the time and basically tough crap I’m not getting any customer service. Except it’s not just a change in schedule is it? They charged extra for the earlier flight and the operators are not the ones who lied to me about the price to any were they? Sunwing was responsible for both.

This company has gone downhill very fast over that last couple of years. They used to be one of the best but now I’d rather fly any other company, knowing that Sunwing are thieves and scammers. All I asked was the $50 back and an apology for the extra costs at the excursion. All I got was some bs 5 months after the fact.

RE starfish varadero cuba resort.

La semana pasada nos fuimos de vacaciones a su resort, y aunque la playa y piscinas las vacaciones fueron un desastre, y si usted no arregla esto y mucho más cosas del hotel, la gente va dejar de ir, gente se queda sin trabajo y les toca cerrar el resort.

Fuimos 12 personas con niños.

1. Su gente que trabaja en recepción la mayoría fueron groceros, si uno le preguntaba algo se hacían los tontos, y si era de habla en Inglés se hacían que no entendían. Un hombre tenía su taza de baño tapada por 3 días y no lo arreglaron hasta que esta mujer le tradujo no el le está diciendo de baño.

Mi habitación, el baño el descargo y una luz no servían, yo le reporte todos los días y nunca le arreglaron. Yo hablo perfectamente el español y inglés, y hablaba en español, dicen vamos a mandar al mechanico pero nunca lo arreglaron.

Mi habitación estaba tan sucia que les tocó mandar a limpiar, el polvo estaba acumulado detrás de la puerta y la pared donde se cuelga rompa llena de pólvo, yo creo que más de 6 meses esa habitación estaba sin uso. La tarjeta de la habitación se descargó 5 veces y me toco ir a perder mi tiempo en reception para que me la arreglaran y las señoritas me dieron problema para arreglar.

2. Yo mande 3 correos para que me acomodaran las 4 habitaciones juntas y cerca a la playa y piscina porque yo me estoy recuperando de una pierna rota, y soy senior, nunca me contestaron, desgraciadamente me otorgaron las habitaciones lo más lejos posible del ascensor en el tercer piso y para colmo un par de veces el elevador no servía, después llego ha saber qué esto pasa frecuéntemente.

2. Hace varios años you estuve haya, y me gusto por lo cual volví, en ese entonces tenían 5 restaurantes, ahora no tienen sino dos buffets y el restaurante italiano. El restaurante italiano la pasta estaba pasable, pero los dos buffet que comida tan desabrida y encima fue la misma comida todos los días. A usted le gustaría comer lo mismo todos los días? Porque esperar que los turistas coman lo mismo todos los dias, encima uno pude pollo use hacia I, al desayuno vamos a las 9am y no tienen muchas cosas que sacan a la 7am? eso no está bien. Yo le garantizo que la gente no vuelven.

3. El wi-fi no se que systema tiene pero si que también es pésimo, las personas que tenían iPhone de Apple, no se podían conectar toda la semana y se cortaba frquentemente y había que registrar el usuario otra vez y ese papelito que ustedes dan se borran los números.

4. Las toallas en la habitación para uno bañarse son pequeñas son de mano, como esperan que uno use esas toallas tan pequeñas para bañarse? Para el fin de semana NO habían toallas limpias conque poderme bañar porque la compañía no las había traído?!

5. Los pisos de los pasillos otro desastre, pisos rotos y manchados, el tapete sucio y roto, pienso debe ser original.

6. Desayuno no tienen café decente, es horrible!? El el bar del 2nd piso era la única parte que tenían café decente, porque no sirven de este café en el snack bar, restaurants, y en los buffets?

Nosotros pagamos mucho para ir a su resort, y yo se que no es 5* pero nunca me imagine que fuera tan pésimo.

attmte, turista Canadiense que NO volverá a su Resort, y voy a escribir un review público de esto y a Sunwing tambien.

Also upon leaving toronto, we had to wait 45 minutes late as the luggage was not loaded into the plane. coming back there was a delay of 2 hours. this is ridiculous. the bus was to pick us up at 6:40pm, showed up at 7:20pm, we didn't get a chance to have dinner as we were afraid to miss the bus. the flight was at 10:40pm, left at 11:15pm. the service at the hotel reception area was horrible, the people were ignorant and rude, the rooms and corridors were dirty and no towels, the food was lousy, everyday we had the same food if there was any left as they run out of this and that! I SHOULD GET MY MONEY BACK for such a horrible experience.

Hi,

I have been going back and fourth with sunwing complaints until they finally said that they will send me an Etransfer for the stolen items (two pairs of designer sunglasses) from my suitcases from the flight that I took 4 months ago (march, 2023). After I provided my email address to send the Etransfer for they stopped replying and essentially blocked me from all forms of communication. I dont know who else to contact and have been trying for months. Any tips or advise?

Thank you!

Hi,

Booking number [protected] and [protected]

I initially booked 2 tickets (one includes 2 adults and the second 1 includes one adult) On the web site in the terms of the insurance there were the highest available on the website and written as cancellation prior to 3h before the trip. I called the agent to ask for another place because I could only find 2 places and confirmed that policy. I had two others calls in order to help me find another place

Today Monday 19 of June, I called because we wanted to cancel something came up in order to reschedule for after. I got the first agent saying that it is impossible and I explained to her everything and she said even if one of the agents confirmed it, it means nothing.

I asked several times to speak with the manager and then the manager saying her name is Tiana came in. It was the most horrible service client, this supervisor was in bad faith using mental tricks to misinform us.

I reexplained everything and while she was pretended that she wants to help, she kepts changing version making everything more confusing. For example, she was giving none complete information reading the notes out loud and after I told her that she can hear the 3 calls, she kept me on hold for more than 20min and came back inventing stories (like she pretended that they were only 2 calls and put the second real call as the first and the third real call as the second and made a invented completed summary)

When I told her that the first call is not the first call, she put me on wait for more than 20 minutes and came back for another storie (saying I was the one asking questions (meaning that it a nono) and that her agent misunderstood) so I told her that service client is made for client to ask questions. She then put me on hold for another 20 minutes without permission just to do so because I told her that it is my turn to speak that since one hour and 18 minutes she is the one leading the call and talking.

Here she made me feel worthless and miserable and did not help me at all. If we cannot call service client for help or count on their answers then what is it for ? I am at the moment very frustrated because I got no help and got gaslighted on top. With no refund, we are now forced to go on vacations

Hello,

Please see formal complaints filed with Marriott as well as the BBB, and posted on trip advisor and google

Please assist us to obtain resoluton.

Kind Regards,

Adine Miler

First I will start with the positives. Richard at the Swim up bar, Rosa who serves guests at the pool, the lovliest lady bartender in the casino, and the bartenders at the lobby bar. Our heartfelt thanks and god bless. Now to the rest of the nightmare that we had to return early from. Told hotel upon reserving that my mom was an 85 year old cancer survivor and we need accomodations near the lobby/pool. Nobody told me that the room we reserved was too far for her to walk from, upon which I would have cancelled the reservation. Asked for upgrade being Marriott Bonvoy member, was told that could be looked at upon check in. The Facts: 1) Staff did nothing to try to help us. No golf carts to give rides to guests. No offer to even drive her on of the small carts that did travel around by staff 2) Mother continued to struggle to walk, fell often and still no help 3) Pools were filthy. I cannot even articulate how filthy. Both my daughter and I have URINARY infections from the dirty water in the pools 4) All of us, as well as the friends we met at the resort suffered from stomach issues due to bad food 5) room had no toilet paper when we were suffering from stomach issues had to call numerous times and 1 hour + later was brought some, at which point, I do not even want to articulate the outcome 6) Please do not go to this resort. I have been to 7 islands and more than ten different resorts, and this was by far the worst I have ever been to 7) The supposedly exedited refund of 1500 USD is not an accurate number and 2100 USD had better be in my account by no later than this coming Monday or I am filing a dispute for the full amount with the bank

Hi

We happily booked our wedding package with Sunwing and invited our guests to join our wedding. booking number YYZ-[protected] & YUL-[protected].The procedure sounds so simple but in reality it is so complicated and this experience so far brings us lots of stress.

I request to change our representative Christine Hajjar for the following reasons:

1. It has been over weeks she didn't reply the email and answer the phone calls (her voice mail is always full)

2. The invitation email sent out is inaccurate.

We have the quote for three types of room but it only shows the quote of two types of room in the invitation.

We have two bookings, one departing from Montreal and the other one is from Toronto. The quotes of the room are very unclear because they are mixed with cities and one quote of the room doesn't indicate any cities.

3. Both our guests and me have been in the dark because no one can reach her

4. Guests want to pay for the trip or make the deposit, unfortunately Christine doesn't respond. I guess that's how sunwing loses business.

I really hope these issues can be resolved.

I just recently travelled with Sunwing on May 7th-18th for a 11 day vacation in Cuba Santa Maria. I booked an all inclusive package with hotel being Memories Paraiso. However, after being dropped off by the shuttle bus at 12:30 am we landed at a hotel called Grand Memories. We were told this is our stop and to check in at the reception. When I spoke to reception about having booked and paid for Paraiso I was told this is the resort that we are going to be staying at. I was so confused but at 12:30am I was too tired to deal with the problem. In the morning I went back for clarity and was told that Memories Paraiso was closed due to low season. I was shocked as I was never informed that the hotel that I paid for was not available for me to enjoy. My room at Grand memories was old, filthy with broken toilet and safe. They tried changing my room but the other rooms were the same condition and had broken AC and the other broken safe as well.

Anyway, my disappointment with Sunwing is that I met a few people at the resort that was sent an email prior to their vacation advising of the changes in their resort and were given an option to cancel the trip or stay at Grand Memories. Why was I not given this choice. I would have cancelled and opted for another trip at a later date. I would like some sort of compensation as my resort was more in price then Grand Memories and whether it would have been in the same shape I will never know as I never got a chance to see the resort that I paid my hard earned money to enjoy a 11 day vacation.

Additionally, we paid for Diamond Club which never existed as there was no private beach due to the DJ festival at the resort and concierge's were rarely present. I would like some sort of compensation for a false advertised all inclusive package trip offered by Sunwing.

Please if you could address my issue as soon as possible.

I booked vacation in Cuba for mi and my wife - booking [protected], invoice nr [protected], departure 16 Apr. From Halifax to Hoguin and return on 23th April from Hoguin to Halifax. The return flight was going to be at 10:55 PM Flight WG383 23th April with Sunwing Airlines. We left the hotel at 7.00 PM and got to the airport at 9.00 PM. After going though the customs we were waiting for our flight and turned out the flight was deleted and later on canceled. We spent half of the night at the airport and around 3 AM we were taken to a hotel and at 10 am left for airport for depature at 2 PM on April 24th that was delayed to almost 4 PM.

I would like to be compensated for the time waisted at the airport. It was a known problem - my friend took the same resort one week later and they didn't have to go through all of it. They just stayed in the hotel till next day. Maybe because he had the upgraded package.

I was a quest a royalton white sands resort from 4/14-4/18/2023. I book a birthday vacation at this resort. I was told that I had a luxury room with an ocean view. When I arrived at my room. I had small view of the ocean. There were no wash clothes in my room nor was there hot water. When I spoke with guest service I was told there are no wash clothes available and as far as the got water I was told that's how they take baths and shower in Jamaica. I stayed there until the 17th April then upgraded to the Blue Moon side from 4/16 to 18th. I scheduled a candle light dinner on the beach for Monday April 17th @ 6:30pm. I paid $300.00 . Due to the rain I called and canceled and told I would be refunded back my money. Once I return back to the US I contacted the resort several different times and was told there are no supervisor or managers on the resort. And I was told my several different employees that a manager will call me back. That never happen. Now a week of being back home I still have not received my refund nor has anyone from management contacted me back. If I do not get my money back I will have my attorney take legal actions. My email address is [protected]@gmail.com. I can be reached by phone at [protected].

We booked our family vacation the rep told me my fiance is fine to travel with is EU passport and can bring his provincial ID his pr card was expired when we gotvto the airport they made us book a flight to anywhere in Europe then cancel it so we did now out 1493 for ticket we were then told by agent to apply for PRTD in cuba and just bring his official receipt to come home we did well tney did not let him on the plane as they want the stamp on his passport its now been 5 days having to pay daily at the hotel while awaiting PRTD the embassy closes today at 12 so wich means still have to pay over the weekend I have contacted my MP and she is helping on this matter I have contacted sunwing and they have not replied

Our flight to Varadero supposed to take off at 7AM and it’s been delayed 7 times so far. They say it’s a technical issue and I think you don’t have any crew. Now they saying another plan is coming. Every time we fly Sunwing there will be issue and delays. I wants a full refund for our tickets. Pls contact me by email at [protected]@mortgageking.ca. If I don’t get my money back I will go to court

Hello i am emailing you in regards to my trip that i have just returned from. I paid for a 7 day trip and lost 2 days to travel. They day we were supposed to fly out it did not happen. We didnt end up leaving till 6 and half hours after our scheduled time. After getting 8 different revised times. it then told us that we were scheduled back to our original time. Once we arrived at airport and got to sunwing desk. No one knew what was happening. We did not end up getting to cuba veradero and to our resort till 5 am march 22. instead on 8:45 pm on march 21. We would like some sort of composition for are all the trouble that we went threw. This is not far to the customers who pay big dollars to go on hoildays and then have to deal with stuff like this. my email is jeepgurl.[protected]@gmail.com

Thanks

Sabrina

VACATION PACKAGE FROM SUNWING BOOKING# [protected] FROM 16 03-23/03/2023. SANCTUARY GRAND MEMORIES is old and neglected and should be closed for renovation . My room: with old ,scratched some broken and filthy furniture. Patio door not locking Bathroom shower head fold apart to pieces and fold dawn to the bathtub, toilet seat was much smaller than toilet , bathroom sink dirty with a lot of long ,dark hair, face drawer 2 of them felt dawn on the floor when tried to open. I reported condition of my room to the manager and we switched room but not much better. Second morning in the hotel was not milk for coffee( no milk till the end of vacation) no bread for 2 days Alcohol selection was very very limited. I complained to the manager again and we got 2and half day access day pass to the Royalton hotel. During this vacation I spend half time dealing with people.to get what supposed to be included in ALL INCLUSIVE VACATION FROM SUNWING .EVERYTHING WAS REPORTED TO SUNWING REP. AS WELL !

I am applying for compensation as per the Canada Compensation Act . We departed Saskatoon Saskatchewan March 6 2023 0n Sunwing flight # WG291 and arrived 15 minutes early only to sit on the tarmac for 20 minutes waiting for a gate. Got to a gate , retrieved out luggage and waited for 2 hours for transportation to our resort while constantly being told by your representatives " the transportation will be here in 5 minutes , it is stuck in traffic , road construction delays . etc. , etc. " Arrived at our resort with 2 other couples that we had travelled with they had received a complementary bottle of tequila , we did not . Called the desk 2 days in a row and contacted your Sunwing representative who never followed up with us . Finally got the front desk to bring us one 4 days into the trip . Customer service was not good . Departed for our return flight on a bus provided by Sunwing on March 13 2023 arrived to board flight # WG292 for our return to Saskatoon . We boarded our flight and the pilot shut the engines for "A reboot of the system that will take 2 or 3 minutes " 20 minutes later we taxied to the runway where he told us "Due to technical difficulties we were not taking off at this point in time ". This was not even a Sunwing airplane , it was a plane chartered by Sunwing. We disembarked and were told that "The flight was cancelled , picked up our luggage , cleared customs and were told a hotel would be provided for us as we would be flying out tomorrow ''. We exited the airport to get ground transportation to the hotel and were informed that "Sunwing was working on getting us accomodation but they only had enough for half the passengers so half would wait but " transportation would be arriving in 5 minutes ". 2 hours later a bus arrived to transport the first half . We arrived at the resort approx. 1/2 hour later , got our rooms and were told "We had to leave at 8 a.m. " which was 3 hours before our scheduled departure time ". We checked in , cleared customs and waited for our flight at the gate . Some time later we were told to change to another gate where we were informed that "There was a slight delay because the crew had not yet left their hotel but would be on their way shortly " . They never arrived until many hours later .After being delayed for hours people bought food on their own as did we. Some hours later Sunwing provided a food voucher for everyone telling us to " get the food to go because we would be leaving in 20 minutes " . The airport display kept delaying departure by 15 minutes over and over until finally we were told many hours later that "The crew was on their way ". SO after being delayed over 25 hours we were on our way to Saskatoon . We arrived in Saskatoon tried to get a hotel because the hotel we booked and paid for on March 13 did not have any rooms due to a convention in town and bad road conditions . As a result we spent the next hour trying to find a hotel because all were fully booked . We did secure 3 rooms at a Motel 6 for $150 / night . Not ideal accomodation for sure . We went on your website and were informed that Sunwing would not be providing compensation because "It was a technical issue " . I disagree so as per the Canada Compensation Act ,I am applying for flight delay compensation of $1000 x 2 passengers and food we purchased at the airport 1054 Pesos which is approx $70U.S. =approx $100 Cdn. and our Motel 6 stay $149.84 for a total of $2249.84 . 25 hours delay is unacceptable and we were also not updated on the flight status every 30 minutes as per the Canada Compensation act so I will proceed with my claim to the Passenger Compensation Act Department but I am required to inform you so this is us informing you . Thank you Brian and Michelle Gauley [protected]

Flight out of Toronto on Nov 9th
To Puerto Vallarta Mexico
Flight #WS2650
Was forced too pay 80.00 for my luggage to be on plane, for me and my partner as I was assured it was included in my package.
WestJet was carrier, said if I didn't pay, that luggage wouldn't be going, Have tried seen returning home on Nov 16th.
Both too Sunwing, WestJet
Just a run around, no acknowledgement from either, disappointed.

we were supposed to leave cancun at 3pm Tuesday ,had to chase sunwing rep to finally find that our flight WG 272 had been had moved to the next day at 5am.so we were picked up at our hotel at 12:30 am driven to the Cancun airport where we stood in line for 2 hrs before we were processed,then the flight was changes to 6am ,arrived in Toronto at and were shuttled to terminal,were made to stand outside for 20 minutes before being let into the airport,arrived at luggage pickup at 10:15,luggage didn,t show up until 11:45,then we had to go to our vehicle and drive 3 hours home.When my wife and I plan our vacation we make sure the flight times don,t put any extra pressure on my Wifes health. After this complete travel disaster I don,t know if she will ever fly again.

feb 23 flight to varadero cuba delayed 7 hours room had no handles on dresser draws no tv remote never got one main closet doors did not work ceiling leak in washroom shorted out hair dryer never fixed two days no towels for showers in room changed bed sheets 3 days later only once in 10 days no bartender on beach or around pool resort kept running out of ice cubes and drinks no spoons in buffet for cereal soup or ice cream every time we complained seems no one cared no apology a lot of time no toilet paper or toilet seats in public washrooms wi fi was terrible only worked in lobby this should be listed a three star will never be back our return flight was a 26 hour delay ken delmedico sandy maynard flights wg682 wg683 sandy.[protected]@rogers.com