Sunwing Travel Group
reviews and complaints

Timeline of events:
Booking Number: [protected]
Booking Date: December 4, 2022
Flight Hamilton YHM to Holguin (HOG): WG692
Departure Date at time of Booking: December 18, 2022
Departure Time from YHM at time of Booking: 8:45am
Arrival time at HOG at time of Booking: 2:10pm
Amended Arrival time at HOG on December 15, 2022: 12:20pm
SATURDAY DECEMBER 17, 2022:
Flight Alert Via Text at 11:17am : Gate change notification
Online Check in Completed on December 17, 2022 at 9:43pm
SUNDAY DECEMBER 18, 2022:

Departed Corunna, Ontario at 3:00am while on route checked flight status on Sunwing website & Hamilton website, both saying the flight status has changed to be delayed until 5:53pm

Didn’t receive notification of these changes via text, email or phone so continued to travel to Hamilton to arrive 3 hours before original flight time of 8:45am

Arrived to Hamilton Airport at approximately 5:30am

Once at the check-in desk, told the flight had been delayed until 3:30pm and the earliest we can check in is 1:00pm.

6:15am approximately, left Hamilton airport (paid $9.00 in parking) and started route to Woodstock Service Centre

Was not provided with any type of accommodation for this delay despite it being so early in the morning

Arrived at Woodstock service station at approximately 7:00am

Called Sunwing at 9:41am to inquire about text or email notifications for the flight as the website and what the check in desk told us were not matching up. She stated we can go to SunwingCares.com to submit a complaint about the delay. Asked if she could do anything about the lack of notification and she stated there was nothing we could do.

Departed Woodstock service station at approximately 12:30pm to go for lunch and make our way back to Hamilton

Flight Alert via Text at 12:49pm - Delayed until 5:53pm due to uncontrollable operational requirements

Flight Alert via Email at 1:23pm - Delay until 5:53pm due to uncontrollable operational requirements

While at lunch, we received the above flight update. Took our time and started to head back to Hamilton to arrive there for 3:00pm

Arrived to Hamilton Airport at 3:00pm approximately

Once at check in desk, verified passport information, received $20 food vouchers per person for the delay (had to be used that day at in airport only) and verified that the digital boarding pass would work

Got in line for security, Hamilton Airport rep proceeded to scan digital boarding pass to confirm it was alright

While in line for security, announcement was made that we could not hear due to no speakers in the section we were in

Once at security, she scanned our boarding pass again, stating it was invalid as it had the previous flight time on it and that we needed to go back to check in to get a new boarding pass

Went back to check in desk at approximately 4:00pm to discover flight has been delayed until Monday December 19, 2022 at 8:00am due to the flight crew being over their daily flight time quota and that our plane had not yet arrived to Hamilton Airport

Once back at check in desk, we were offered a local hotel or taxi voucher. We decided to go back home instead as it was only a 2 hour drive.

Asked to get our checked baggage. Hamilton representative was very helpful and waited approximately 30 mins to received back our checked baggage.

Flight Alert via Text at 10:11pm - Delayed until December 19, 2022 at 8:00am due to uncontrollable operational requirements

Flight Alert via Email at 10:30pm - Delayed until December 19, 2022 at 8:00am due to uncontrollable operational requirements

MONDAY DECEMBER 19, 2022:

Flight Alert via Text at 3:41am - Flight is on schedule for 8:00am

Flight Alert via Email at 3:43 am - Flight is on schedule for 8:00am

Departed Corunna Ontario at 3:00am

Arrived to Hamilton Airport at approximately 5:30am

At check in desk received 2 new $20 food vouchers (as the ones we never got the use from the previous day expired)

Got through security, used our voucher on coffee & breakfast and took a seat near our gate

Once sitting we noticed the departure time had already changed with no notification from staff or electronically from Sunwing to 9:00am

At approximately 8:30am Hamilton Representative came on PA system to announce they still didn’t have a flight crew and that the flight will now be delayed to an estimated time of 11:30am

At approximately 9:00am Hamilton Representative came on the PA system to announce they would be bringing in a flight crew from Toronto and as soon as they arrive we will board the plane

At approximately 10:30 Hamilton Representative came on PA to announce the flight crew should be arriving in 30 mins and once they have any other updates they will announce them

At approximately 11:00am Hamilton Representative came on PA system to announce she had unfortunately been given false information and that a flight crew was never coming from Toronto. The flight will now be delayed until 4:30pm. She then proceeded to offer cancellation and refunds to anyone who did no longer wish to travel

At approximately 11:30am we proceeded to speak to the Hamilton Representative that had been making the announcements so we could discuss our options

Hamilton Representative had said she was in contact with the Sunwing Regional Manager and wasn’t sure they would have a crew by 4:30 either and that if we wanted to cancel and submit for a refund through Sunwing Cares she would get our baggage off the plane and we could proceed to go home or we could wait it out until 4:30pm and see if maybe we would take off

We decided to cancel our travel, submit for a refund (as per her advice) and get our baggage back.

We then proceeded to wait another 1.5 hours to get our luggage

Flight Alert via Text at 1:10pm - Delay until 4:30pm due to uncontrollable operational requirements

Flight Alert via Email at 1:27pm - Delay until 4:30pm due to uncontrollable operational requirements

Concerns:

After checking online to see if any other airports were having issues, we started to notice that there had been many delays within a 5 day period from Sunwing.

Some of these delays left travellers stranded at their destination with no accommodations or notification from Sunwing.

Due to the alarming severity of this, those facts ultimately affected our decision to not travel since we didn’t want to end up stranded in a foreign country in addition to the financial implications and time lost.

This trip was our honeymoon after a long 3 year wait due to COVID-19. We wanted to wait for this trip because of the uncertainty of travel caused by the pandemic.

We thought we had waited long enough to travel and would beat the rush of when all borders opened so there would be less delays and an easier travelling experience

We are extremely disappointed at how this trip was handled by Sunwing as we have flown with them before and had a great experience in the past.

We do believe that the issue presented of having no flight crew was completely within Sunwings control. If you do not have staff to cover the flight, do not allow people to book a trip, it is as simple as that.

At the time of booking this trip was advertised as a direct flight from Hamilton to Holguin. This flight was in fact NOT a direct flight and there would be a stop in Varadero along the way on both the way there and back.

Total Flight Delay time of over 31 Hours

Total Days Lost at Destination: 2

Expenses Incurred due to delay in travel resulting in cancellation:

12/13/2022 - $40.00 (Seat Selection)

12/18/2022 - $9.00 (Parking)

12/18/2022 - $28.00 (Parking)

12/19/2022 - $28.00 (Parking)

12/19/2022 - $70.60 (Pet Boarding)

Loss in Wages from 12/19/2022 to 12/23/2022 - $694.12

Loss in Wages from 12/19/2022 to 12/23/2022 - $2039.60

Total Addition Expenses: $2,909.32

Total Cost for Booking: $2,028.00

Total Amount Owed by Sunwing: $4,937.32

CLAIM SUBMISSION TIMELINE:

12/22/2022: Submitted through Sunwing Cares Refund Portal (Denied - No Ticket No.)

12/22/2022: Submitted through Sunwing Cares Feedback Portal (Ref. No.: 1346154)

01/01/2023: Submitted through Sunwing Cares Refund Portal (Denied - No Ticket No.)

flight # 324WG

Dec/23/2022

flight time 5:15

1-delayed 2 hours reason the plane employee did not show up yet (weather was perfect)
2-Than sent all passenger's home to come tomorrow at 7 am
3-when I received my luggage was damaged a big tear in the side
4-I took Taxi to come to airport 50$

Windsor airport employee gave as paper of SUNWING Air passenger protection regulation paper which in flight interruption written:

500$ CAD if your flight delayed by 9 hours
our flight delayed more than 18 hours
I paid 50 $ to taxi -damage to my luggage 100$ plus 500$ must by return by Sunwing

Booking number [protected]

Kevin Reid

Victoria Todish

We paid both ways for the free bag. We tried to check it at 90 dollars each to carry on at 25 each where was the free bag with elite plus service

We were late coming home for Christmas with family and work. Storm caused a call for all employees to return and I was unable to return. Staff worked 60 hours through storm with hydro out

Very disappointed

Bonjour,

J'ai fait une réservation le 24 décembre #[protected] pour aller à Varadéro

Au moment de la recherche de disponibilités avec l'agente, la date de retour du 10 janvier a été discuté pour l'après-midi ce qui était très important pour moi puisque je travaille le 11 janvier AM

Elle commence la réservation et me donne le numéro de booking

En confirmant le vol de retour elle me dit que je reviens dans la nuit du 10 au 11 à 12h40 AM Ça ne me convient pas dutout.

Elle me dit qu'il est trop tard car elle m'a déjà donné le numéro de booking

Je lui répond que lors de mon retour de Cuba Cayo Santa Maria le 22 décembre dernier, sur le vol WG309 j'ai due attendre mes bagages 2h00 avant de pouvoir les récupérer et ce sans informations de la part de la Compagnie Sunwing

Mon retour à la maison est beaucoup trop tard et advenant qu'un délai se reproduise je ne voudrais pas me retrouver dans la même situation puisque je manque une journée de travail.

Elle nie que ce n'est pas l'information qu'elle m'avait donnée ce qui est tout à fait un manque flagrant de professionnalisme et d'honnêteté alors que j'avais

déjà noté ces informations, tel que discutées dans mon agenda, avant la confirmation.

J'ai été très stressée durant le 24 soir et le 25 Décembre à cause de ces événements.

Je ne veux surtout pas ça en revenant de vacances et encore moins pour repartir (3 voyages en 5 mois, je considère que je suis une bonne cliente et mon expérience en tant qu'agente de voyage me démontre qu'il y a eu un manque de compétence)

Nous sommes Le 25 Décembre et je ne peux vous rejoindre étant la journée de Noel pour faire le changement.

J'ai réussi à rejoindre le 26 décembre Sylvie Poste 8527 qui m'a tout de suite prise en charge pour m'aider à résoudre ce problème avec une efficacité

exemplaire! Vous devez comprendre aussi que mon séjour est écourté de 2 jours puisque je reviens le 8 et non le 10 et qu'il y a eu un changement de destination (Cayo Coco). Le voyage me coûte plus cher et j'ai été contrainte à payer le montant de l'assurance afin de régler ce problème pour d'éviter de manquer une autre journée de travail et de voyager agréablement.

Je vous demande donc une compensation pour cette affaire dans le but de remonter le taux de satisfaction envers la Compagnie Sunwing et de pouvoir voyager sans soucis et en toute confiance.

Merci de me répondre

Danielle Dionne

We were booked with Sunwing for trip to Varadero. Direct flight. Got note few days in advance that we are now going through Holguin. Couple of hours, no big deal.

>

> Flight scheduled for 8:30 am Sunday. We get to Hamilton at 6am, stand in line and are told after a while that flight has been delayed until 5:30 in the afternoon. We decide to go home. Only alert rest of a day was one at 1:30 in the afternoon that morning flight is delayed.

> Got back to the airport at 3pm. Now they informed us that the flight has been delayed until 8 am next morning. Back home.

> Woke up at 3:30, checked email and note from Sunwing that everything is on time and they cant wait to see us.

> Back at airport at 5. Long checkin process but we finally get airside. We get announcement at 7:30 that flight has been delayed until 9am. At 8:30 we are told they dont have a pilot or crew so they are being sent to Hamilton from Toronto. At 10:00am announcement made that crew is 20-30 minutes away from Hamilton. At 10:30am announcement made that they were misinformed and that no crew had been sent. They are hoping to get them to come in by 4:30pm but no guarantees.

> I thought a riot will start. Finally a representative said we have the option of getting our bags back. When asked about refunds, she finally said she was authorized to say we will be compensated if we decided to leave.

> We decided losing 2 days of a 7 day vacation is enough along with about 20 other passengers. We also had medication in our checked in luggage. Took them 2.5 hours to get our luggage and we headed home.

Finally, after 3 days of trying to contact Sunwing and get this resolved, we have been informed that our claim has been disallowed because they were less than 24 hours late. Amazing they would lie again.

Flight was to depart at 8:45am, however, upon arrival at the airport at 5am with our 3yr old son and 7yr old daughter we were told the flight was delayed until 5:53pm after we had waited in line to check-in. We then returned home and awaited the time to return back to the airport for check-in. Once we arrived at the airport for the second time at 2:30pmwe went through for check-in baggage and no one told us the flight has been delayed until the morning. We then proceeded through security and again their was no announcement that the flight had been once again delayed. When we got through security it wasn't until we went to purchase a coffee that the lady at cash shared it had been cancelled. So with no notification we had to figure out what to do next keeping in mind we're travelling with a 3yr old and 7yr old. We looked for help and found out we had to go through the doors to claim our baggage and go to the Sunwing desk for possible vouchers. The vouchers didn't assist us as we live in Burlington and had parked our car so hotel and taxi wouldn't help but we did then incir parking not once but twice in the amount over $30. So once again we wake up at 4am to be at the airport 3hrs before only to find out the flight had been delayed. Please note that none of these times had Sunwing updated their Flight Status to share the delay. We arrived to find out the flight had been delayed once again from 8am to 9am. These delays haven't been weather related rather insufficient communication and a flight crew who met their time limit so couldn't return. Why should we be penalized for a day lost on our family vacation. I'm asking for Sunwing to provide a credit/voucher or reimbursement for the time we've lost not only on our trip but for the anquish we've experienced as as a family. The customer service has been terrible from every call in for help to the lady at the desk in the airport. I've very disappointed in the lack of communication and concern for what has happened. A 24+hour delay that is not weather related is unacceptable and we would like to be compensated for that please. We appreciate your consideration.

No one responded or even care

please Is there any one from sunwing vacation airlines can answer and help me please , i left my home in mississauga by 4 a.m. yesterday to catch my flight WG 692 from hamilton by 8:45 a.m. on december 18th 2022 and until now I am struggling and stranded in hamilton airport and no one want to help me and they asked me to leave the flight area and not sure what to do and no one from sunwing vacation team there in hamilton airport to help me, and I called sunwing and selloffvacation with no answer or respond, please respond back. I am very tired.

I will take a taxi back home in mississauga and will wait for a respond, please again respond back its argent , thanks.

Sunwing left me stranded with no respond .

Worth service ever in all my life

On Oct 26 2022 was our flight to Cayo Cocoa for 8 days I believe our flight number was 601. Our Complaint was as such. First thing, we had a problem with bus pick up and flight delays on return home trip, with no rep from Sunwing there to represent us. Hours and Miscomunication with info on not only flight times but bus schedule pick up. We spent an extra 2 days in Cuba and me having Heart medication run out due to this delay was very stressfull. Hotel wasnt sure either but had to reassign us another room at the resort. When we finally did get on plane to return to Toronto, We left for Airport at 730 Am Nov 3, and had 2 cancellations, and never boarded plane until 230 pm. When we finally got in the air, A passenger had a diabetic Seizure which created huge stress enboard the plane and pannicking to find a doctor to assist. I do not have Boarding pass but we travelled with a party of 10 and Im hoping for some kind of response and compensation should Sunwing ever want us to book with them in future. Thankyou, Herbert and Maria Crumblehulme

I paid for an all inclusive trip to P. V , Mexico

My bags were delivered broken getting off the flight

There was no Sunwing rep available during the entire week nor a contact number to reach them, internet was so slow so I could not use the app.

Flight time was changed then delayed

The hotel room was filthy and full of black mold on the wall, ironing board, sheets, lamp shade and photos in the room, I asked for a room change at the hotel but they said it’s Sunwings problem and not the hotels problem. My son was sick and coughing the entire trip.

I have called Sunwing and they say it’s not there fault if the hotel is dirty and moldy.

I called my insurance and they say that this is not there issue either.

The hotel made us leave the room at 12 noon and our flight was at 9 pm, we paid for 7 days but did not get 7 days

[protected]@gmail.com

We arrived at Grand Memories Varadero from December 2nd to December 9th.

We had purchased 2 superior rooms. We requested adjoining rooms in a quiet area. The first room we got was disgusting. Mold, dirty sheets, and broken everything including a door that would not lock.

We went back to the front desk.

This time they gave us another room that was in the same shape but at least the safe worked and the door locked. The bedspread was filthy, Sheets were stained, huge stains all over the curtains and walls and the pillows and blanket stunk like mold.

Back to the front desk (every we go back; this takes an hour or more of our vacation time) This time They give us the key for my daughter's room and explain that they are over booked and have no other rooms that are available.

The maid then tries her best to clean the room. She changed the sheets and the curtains and bleaches the walls.

Now for my daughter's room.

Black fuzzy mold growing all over the walls.

Safe would not work.

closet doors would not open

No towels

Dirty sheets, pillows and bed spread. (I am actually understating the condition of the room).

Back to the front desk.

No new rooms available. They told us to come back tomorrow.

I went to the Sunwing rep who brought me to customer service

Very nice rep but has no control over the fact that the hotel has over booked. We waited 2/12 hours. We asked to change hotels. They said it was not possible for that night to come back tomorrow.

That night my husband myself and my 23 years old daughter were all forced to share one bed.

We had an adjoining room with a couple with no sound proofing that we could hear whispering.

Then while standing completely naked in what I thought to be the privacy of our own room, A man barges in looks at me and says, "I've come to change a light bulb". I just started crying.

The next morning both my daughter and I were having horrible breathing issues due to the mold. My daughter wanted to go home.

We went back to the Sunwing rep and again asked to change hotels.

At this point the assistant manager intervened and promised us 2 good rooms at 4pm.

Being completely sleep deprived and not feeling good from the breathing issues I agreed.

We went back at 4pm She switched us to another room on the other side of the resort. our room was on the main floor our daughter's room was on the 2nd floor. They were clean rooms, and we were exhausted so we excepted. That afternoon This time I was not naked but alone in my room a family with a key unlocked our door and walked into our room giving me a heart attack.

How can this happen?

Went back to the front desk they apologized explaining they overbooked

Unacceptable!

That evening we woken up out of a deep sleep by the loudest music that went on until 1:30am. They gave us a room literally 50 feet from the disco. Went back to complain again. They said yes, they are aware bad planning when the place was built. Did we want to change rooms? Why are they putting people in these rooms?

My husband who has stage 4 bone cancer said he just did not have the strength to move once again.

I ended up waking up and moving to my daughter's room for the rest of the trip. How romantic.

Then to top the end of the trip off were at the beach trying to relax when my daughter finds us and explains our keys no longer work and we have to vacate our rooms as we are no longer guests. I leave the beach and then go argue with them for another wasted afternoon until the Sunwing rep shows them proof that we are registered to leave the following day.

When heading from Toronto to Cayo Coco, there was a stopover in Santa Clara to drop off and pick up passengers. While in the airport we were advised of a delay. There was a lot of confusion and no information was forthcoming. There was no Sunwing rep there to advise us of what was happening. We came to find out that we would not be continuing to our holiday destination instead they were unsure of what was going to happen.

After a waste of the afternoon, we got our luggage and proceeded to exit the airport not knowing what was happening. Buses were to pick us up to take us? Finally a Sunwing rep arrived. We were still uncertain what was going on or where we would be going. Once on the bus and unaware of whether we were being taken to our final destination or somewhere else, we were offered a sandwich, some cookies, ice cream and water. I guess this was considered our lunch seeing we had sort of missed it with all the confusion around our flight. Prior to us boarding the bus, all our crew from the aircraft were swooped away to wherever they were going, not knowing where all their passengers were to head. Isn't the captain of the ship the last person to leave? Should this not be the same with an aircraft?

We were taken to a dark hotel in Santa Clara. After finally getting my key, my Granddaughter and I headed to our room which was a little cottage. When I turned on the air conditioner, a HUGE cockroach jumped out. This is certainly not what I had signed up for, a room with cockroaches. This vacation was to recharge and return home to a terminally ill son. Instead a 24 hour from hell.

After dinner at the restaurant, which would not allow us an alcoholic drink unless purchased, we returned to our room to have another cockroach run under my Granddaughter's bed. Definitely not where I was supposed to be that night. We did try to get some sleep but, had to be up at 4:30 a.m. to head back to the airport on a bus at 5 p.m.

On arrival at the airport our flight was to leave shortly after 8 a.m. That time came and went and then a delay. The power went out at the airport and when the departure board was up and running, our flight had disappeared on the board. Again no information forthcoming on why we were not departing. Then rumour had it that our flight crew was on "flight rest". It was mentioned that they stayed until everyone had left the airport. We all know this was BS, as we witnessed them being taken from the airport in a vehicle.

Finally after a very early morning and wasted time in the airport, we finally started to board after 12 p.m. for our 21 minute flight to Cayo Coco.

So basically, I travelled from 5 a.m. Wednesday until about 2:30 p.m. Thursday before I was at my holiday destination.

I think Sunwing should be held responsible for some, if not all of our problems on what was supposed to be a relaxing week in the sun. I seen that it was a third party issue but why isn't Sunwing pursuing them for all the grounded aircrafts? I am sure that the crews were all paid their wages for the disruption to them. I hope they at least had nice accomodations for their "flight rest".

Hello,

We booked Blue Bay hotel in Playa del Carmen. On your website there is no information that you can not swim. We came on Tuesday last week and we are shocked. No swimming. No space around pools. On Wednesday no space again on the pull no chairs. So there is more people than spot around pools.

So that was every day. We did not swim or suntan. Hotel room was terrible and very old. Smell terrible and not clean. So we asked to change our room. We got another room which was more terrible then first one. I was sleeping with my t-shirt over my mouth and nose. Staff is not friendly. Someone stole my son iPhone, shirt, pouch. They play like they do not understand English. They are saying that someone from the guest stole it. No help what so ever. Your representative are useless. I booked ticket back home to Calgary and paid on Saturday. We travel with sunwing last 20 years never have any issue. This time was terrible and no any more with Sunwing. I know you will maybe read it and apologies and not to do anything about this.

Nov. 13 Sunwing WG 523 departs 12: 25 delayed for 2 hrs then weight again and told flight was cancelled. till Nov.14 8;00 AM.

we lost a full day of our holiday. We arrived at Vamar Vallarta All Inclusive Marina and found it under construction. re surface main pool area. jack hammers from 8:am till 9:pm.

very loud.. took video. after 3 days our room air conditioner leaked water on the floor and lights going on and off. they moved us to another room closer to the construction. elevator working on and off. on the day of our departure, flight left at 8 pm. we vacated our room at 12 pm. shuttle was to pick us up at 4 pm. they told us if we were to weight for shuttle it would cost us 200 pesos per hr. to weight. we talked to the hotel rep who allowed us to keep on our wrist bands until shuttle pick up. guess what? The shuttle did not show up so we had to take a cab to the airport. WOW this was the worst holiday we ever experienced. We never did see our Sunwing rep at all.

Thank you Sunwing. My contact info is [protected]@gmail.com Thanks

Booking # [protected] I booked 6 flights with my family for Toronto to Orlando, Florida

for Nov 6th Flight WG068 @ 6:20am to arrive 9:20am

on behalf of

Gail Fife

Ian Fife

Conor Fife

Haley Fife

Logan Walker

Justin Dworak

I was notified at 1:30am that the flight was delayed to 16:45 Nov 6th and arrive Nov 6th 19:46.

This flight was delayed again to Nov 7th @ 6:20am and this is now 24 hours delayed for all 6 tickets.

• I had to contact the car rental to make sure my reservation was still available for Nov 7th and had to Nov 7th by 10am but the flight was delayed on Nov 7th but managed to secure the car.

• We had family who flew in from England who was waiting for us and had to cancel the dinner reservation on Sunday due to the delay and lost out on one day stay at our rental house.

• I had booked our family at Disney starting Monday Nov 7th @ 9am and didn't get to the park until 3pm on Monday and unable to change or cancel as Disney tickets are non-refundable.

• we arrived at the terminal and the agent was going to charge us for our luggage which I already prepaid this and had to get a supervisor to override this.

• I had prepaid 2 tickets with Elite Plus for me and my husband but 2E, 2F and those seats were not available, and we had to seat in different seats not together! The other 4 members didn't seat with the prebooking I booked for them too.

• I also prepaid for the Plaza Premium Lounge Terminal 3 for all 6 of us and was told this doesn't open until 6am and our flight leaves at 6:20am so why did you sell me something I can't use?

• my family was so stressed and my husband, daughter and myself was sick once we got there and but a big damper on our trip.

• I went on to the Sunwingcares. ca to file a complaint but it won't let me file, so I called the Sunwing office, and we tried 3 times with customer service and unable to do it and told me to try again later today!

• Also called the head office 3 times and it just rang, and no one answer.

We had scheduled our first ever family vacation through sunwing. A group of 10 people flying from Halifax to Florida.

We scheduled the flights after we found a seat sale on Sunwing. We then booked the Airbnb and car rentals.

One month later, Sunwing cancelled our flights and offered us to pay over $200 a seat MORE to go to another airport in Florida. With our Airbnb booked, as well as car rentals, we had no choice but to pay over $2000 extra for our family to travel.

We now need to pay extra for the car rental to be switched to the new airport, as well as 200 extra a person.

The loyalty department refused to even speak with me,.

We had booked direct flight wg 218 on Nov 6 to Santa Maria at 615 am delay after delay exactly 26 hours that's 2 days off our 7 day hard earned trip. Incurred expenses motel, food for extra day. We almost canceled but talking with a sunwing rep at the airport he specifically told us we will be flying direct on our way back which was a huge lie they booked us on a connecting flight both ways drop off in Puerto Plata get off the plane go through customs both ways what should have been 3.5 hrs was 7.5 hrs both ways. Even the pilot apologized for us not being informed of them changing our flight with my heart condition it was very stressful taking off and landing twice in one day. We purchased seats both ways and they were switched on way back it was nothing but lies we were getting told.

Nous sommes parties du 3/11/2022 au 10/11/2022.

Jour 1: On arrive à l'hôtel vers 13:30 la chambre pas prête avant 18:00 hrs, je vais voir le directeur de l'hôtel car ma sœur elle a de l'insuline après avoir discuté avec lui nous avons notre chambre. Arrive à la chambre nous étions trois, trois lits des draps et couvertures pour deux, serviettes pour deux et un petit rouleaux de papier de toilette.

Essai d'ouvrir la porte patio elle ne fonctionnait pas. Met l'insuline dans le frigo, nous partons pour aller mangé, arrive au buffet pas grand-chose à manger mais vraiment pas grand-chose à manger. Pas de pain, il y avait un plat c'était écrit boeuf au légumes je n'ai jamais trouver le boeuf sauf les légumes. Retourne à la chambre le frigo ne fonctionnait plus, retourne au lobby parle avec quelqu'un finalement j'ai reçu le frigo le lendemain il était trop tard ma soeur a perdu son insuline.

Nous sommes parties au bar du Lobby pour aller prendre un verre mais il n'y avait rien à boire: pas de coca, pas de sprite, pas de limonade, pas pina colada, pas de rien, sauf bière en fut ou café. Je ne la trouvait pas drôle celle la`.

Jours [protected]

Si tu arrivais plus tard que le buffet ouvre, il ni avait plus grand chose à manger. Nous sommes allées au Snack Bar ouvert 24 heures, je demande un hot dog et frite, il ni avait pas de saucisse seulement le pain, je demande un hamburger pas de hamburger, il avait seulement des frite. Je demande un sandwich au poulet pas de sandwich.

J'ai été deux jours sans me laver car il y avait pas d'eau et deux autres jours je me suis laver à l'eau froide car il y avait pas d'eau chaude.

Ma nièce vient pour mettre sa serviette sur le porte serviettes, le porte serviette tombe.

Le soir vient pour regarder la télévision avant de me coucher la télévision de fonctionne pas.

Je veux bien croire que je suis à Cuba, mais au moins qu'il nous donnent le minimum s'il ne sont pas capable de recevoir le touriste, qu'il ferme l'hôtel jusqu'à temps qu'il soit capable de recevoir les gens correctement.

L'hôtel n'est pas un 41/2 étoile comme vous le dites.

Très déçu des vacances, mon chien a mangé mieux que moi pendant ma semaine de vacance.

Pour toute ces raisons là et plus je demande un remboursement.

Fini Cuba pour moi.

Le numéro de ma réservation: [protected]

Sylvie Tassé

302-2485 Places Ardennes

Brossard, Quebec

J4Z 3P4

Cell: [protected]

J'attends

de vos nouvelles le plus tôt possible

Nov.07 2022 flight #WG439 from Punta Cana to Toronto STD time 3:55pm actual Time of Departure 7:16 pm delays 3 hours and 21 min.Dominican Republic have not changed time.Arriving to Toronto 10:17pm/ 11:17 Dominican time/ delay 3 hours and 22 min.

Air passenger protection regulations says

-$125 CDN if your arrival is delayed by more than 3 hours but less than 6 hours.

Two passengers Booking #[protected]

Kowalski Bogdan and Kowalski Barbara

Sunwing own us $ 250 CDN + $ 50 for food we have to buy at airport.

Total $ 300 CDN

I booked a family holiday for myself, husband and 2 year old son. We chose the dates and times based on what worked best for my son and my husbands work schedule. we booked via Red Tag Vacations and I went through all the options presented to me between the tabs for insurance and extra options/add ons. I was later notified that Sunwing has a Worry Free Cancel option that was never presented to me on the website, and furthermore our flights were changed to add a touch down and extend our flight time from 3.5hour to 7hours. Anyone that's travelled with a toddler knows this is a less than ideal situation to be forced into. As a paying customer - one who is diligent and went over all options presented to me, the fact the there was a glitch or something in the system that made it so that I did not have access to all the available options, I am very disappointed that this happened, and I would appreciate that it be reconciled appropriately. At this point its not about our work schedules, its about having flights that are mindful of the fact our 2 year old is involved and we need to think of whats best for him. We paid thousands of dollars for this vacation and would appreciate it if our voices were heard.

Please see by review below….

Let me start by saying, I always take the bad reviews on trip advisor with a pinch of salt. Please read this review in combination with the consistent theme of complaints from the other reviews.

I think in this case the good reviews are probably from naive non seasoned travellers. Or people who did day trips. I’m a seasoned traveler and have been traveling with my family for over 20 years.

I have been to a number of 5* resorts across the globe and this was my most expensive experience but nowhere near the best in terms of service and quality. I enjoyed the holiday and my family and I made the most of the resort. However I decided to write my first ever review as I think it's scandalous that a resort like this can continue charging the money it does and lure people into believe they will have an ultimate 5* Luxury holiday experience.

The Good - sorry but not many

The location of the resort is superb, it has great views of the Deep Bay Beach which is breath taking. The beach is stunning and the water is very clear, warm and is the most amazing colour Views from Goat Hill are worth the 20 minute walk on the other side of the beach, here you will get a breath taking 360 view of the Island, so stunning.

Some of the staff especially around pool area, concierge and reception are friendly. Paddle boarding and kayaking was a good bonus as it was included. The vibe team do put on a good ‘vibe’ smiling and put on an awesome foam partly

The grounds/gardens are well maintained, very picturesque The cocktails and martinis were of good standard.

The Bad

- Probably the worst service I've ever experienced, at least 70% of the staff make it very obvious they do not want to be there, even going out of their way to avoid serving you, completely avoiding eye contact or half heartedly responding when you ask something. Some even rolled their eyes if you asked for a couple of basic items which should be provided by default (such as condiments or straws) , making it out as if you were being a really difficult customer. They made the atmosphere quite tense. The service is extremely slow.

Oh and the Heinz ketch-up in the bottle is fake. Never should it be that watery or that dark colour.

GOURMET MARCHÉ - The International Buffet - Breakfast, Lunch & Dinner - Let me start by saying there is nothing international about this buffet. Selection is very poor, food choices are not great and they serve the same food twice.a day everyday, no themed nights, if you're a vegetarian or Vegan or have any special dietary requirement no one will care, all utensils are crossed over, veg and meat will be cooked on the same grill, yet you will get told off for picking up a muffin which is in a wrapper. There is hardly anyone working at the stations so most of the food stations are empty and if you ask a member of staff for anything, their answer will be we have run out or make it out like they haven't heard you.

The worst kids corner of food choices we've seen, no one replenishes it unless you ask and even then they take so long or don't come back out the kitchen. no chicken nuggets, fish-fingers, pasta, pizza, chips, all these items should be available daily not 2 items every other day.

Everything is hidden behind screens, you can't freely pick items for your omelette, I’ve never had such bland boring omelettes whilst on holiday.

Only filtered coffee, tea and water is served at breakfast, no fancy coffees or hot chocolate etc, this you will have to get from the coffee shop, I've never experienced this at a hotel before.

Overall the food was tasteless and very little effort had gone into the preparation, no one makes you feel like a paying guest, more like an inconvenience.

The interior is so dated, looks and feels very grimy as well as marks and mould all over the walls and ceiling The floor is very slippery and you can see the grime, we witnessed a few people including children and staff slip and fall during our stay.

BEACH CLUB GRILL - very basic food, this could be so much better, no vibe in this place. the Italian next door for lunch is not any better, just dried up buffet food, so that nice experience of sitting over looking the sea is ruined. you have no choice but to visit the main buffet, hoping it will be better but its not.

SCORE BREWHOUSE - A limited menu as like all the other restaurants, the food took ages to come out even though it was empty.

GRAZIE ITALIAN TRATTORIA - probably the worst Italian we've ever had, we've eaten at many Italians and this is not an Italian, by far the worst, no flavour in any of the dishes, slow service. No kids menu. Cold and underwhelming food in all the eateries.

CARIBBEAN RESTAURANT & GRILL - nice atmosphere at night but food choice could be better, no kids menu and 2 basic desserts, we only ate there once, all the dishes were extremely salty.

HUNTER STEAKHOUSE - didn't eat here as not a steak eating family but it was always busy.

COFFEE SHOP - this was the place here the staff were happy to serve you although coffee, desserts and ice-creams were disappointing.

BEDROOMS

- The bedrooms and bathrooms are grubby they are in need of an extensive renovation, even though on first impressions it looks nice you start to see the bad very quickly, awful sewage smell from the bathrooms and the shower leaked water every time we used it, lots of missing items for a 5 star hotel, sewing kit missing, vanity kit missing, bathrobes missing, slippers missing. Not enough hand towels or face towels provided. Only shampoo, conditioner, body wash was provided. Bathrobes and Slippers were provided upon asking.

POOL AREA - is a bit dirty, you see no one cleaning it, no atmosphere at the pool after 5:30 , pool area is hardly lit up at night, the lighting is a bit embarrassing to be honest, bar staff are a bit of a hit and miss. looks like it could do with some TLC.

EVENING ENTERTAINMENT - could be better, our children 14 and 16 were not impressed and went to bed early.

OVERALL

This hotel has so much potential to be the best family hotel on the Island, it has breath taking views, lovely beach clear water and amazing well maintained gardens but it looks like the hotel needs a facelift, with some areas requiring urgent attention to bring it up to a 5* standard. The Royalton Resorts is at serious risk of gaining a bad reputation because of this resort. The resort seems to be penny pinching and not putting guests at the forefront. Our reason for choosing this resort was based on the modern interior compared to some of the other resorts on the island and that it had been renovated, so had high expectations despite the bad reviews this resort had we still booked but all these bad reviews are spot on. Service with a grunt not a smile.

The chain is letting themselves down. I think the staff mostly aren’t happy because they try their best but guests complain to them about the missing service on the resort, some of this is out of their control, all they can do is feed this back to management, who do not seem to care, so anyone higher up the chain won’t even hear about it.

In a Nutshell - The a la carte restaurants aren't really a la carte, the food is basic, cold, salty, no flavour and not restaurant quality, food taking over 2 hours to come out, from starter to main and no dessert. The drinks take ages to come out, this is the experience across the whole dinning experience in the hotel.

This was our first experience at the Royalton and it may have to be our last. I generally feel like I’ve been scammed by this being offered as a luxury holiday.

A hotel with 5 Star views but with a 3 Star Service at best.