Sunwing Travel Group
reviews and complaints

dear, sir.i am writing to put in a complante, i booked with the travile agency in cowansville.I thought I was booking a week at the playa bachata in porta plata. in the dominican. i had been there before.i wasn t told that the resort was sold and that now the bachata was called the senator.so instead i was booked at the old rio gardens.i told the agent i wanted a room on second floor and near the reseption since i was alone, she did not do this.when i finaly got there i foud out i was put way down in the back I had to argue with the front desk for a half of an hr. and finaly got a cheep room on the first floor, but near the reseption.i was so dissapointed.no face cloths plane room, poor service the food was minamal.nothing like the last time i was there, and the sunwing reprisentative was very rude and no help.our english meeting was supposed to be at 10 am and just because ther were only 6 of us we had to wait an hour before he would do our meeting we were so upset with him we just asked for our blue papers we needed to fill out for going home 2 of the other couples were droped off at the wrong resort and the bus wouldn, t let them back on the buss they had to walk to the other resort.i had to take my luggage to my room myself. the name of the representative is (bernardo) our plane was supposed to leave montreal at 10 am.it didn t leave untill 1pm.the reason was because the moter wouldn t start they tryed 2 booster packe it still wouldn, t start they made us get off the plane wth out luggage, said we could get some lunch in the airport.but we were locked in between the plane and the airport.so no food, then we were asked to get back on the plane. we were not offered anything for our inconvience no free lunch nothing it was 8pm by the time i got to the resort. i was tired, hungry and discouraged. i won, t book with the sunwing tourist office again, or go on a sunwing plane or go to the playa bachata resort again.i have been booking a trip every year since I have retired, and this is the first time I was so disappointed. I save up this year to take a vacation because I recently had a heart attack from stress .and my children thought it would be good for me totake a week off and just relax and enjoy myself.that didn, t happen, sincerely Barbara Thompson [protected] rue principale dunham que. joe 1m0

I flew back from Jamaica on Sat Night the Feb 2019 aboard a flight that was operated by Travel Services . On the flight I notice the Safety booklet at the back of the seat, and it displayed the Model Number of the Aircraft as a 737 Max 8 -800. My question is this plane not banned from flying.

The plane was operated by Travel Services Inc.

Below are the details of my return

Regards

Derek Seelochan

Flight From To Via Class Aircraft Passenger(s)
WG753
Sunwing Airlines
Montego Bay, Jamaica (MBJ)
Sat, 08 February 2020
9:55 PM
Toronto (YYZ)
Sun, 09 February 2020
1:59 AM
737 1, 2
Sunwing Airlines award winning inflight service on board this flight, operated by Travel Service.
Please visit www.sunwing.ca for flight arrival and departure information or the tour operator desk located in your hotel. For assistance, your Sunwi

On dec 2 2019 my husband kenneth reed and myself penny reed went on the deep sea fishing excursion where I got hurt with my left knee. I went to the veradero hospital on december 3 2019 where they said I pulled legements and fluid behind my left knee there where exrays and altra sounds done. The captain and the other man that were doing the excursion where both drinking beer while doing the excursion. The boat hand no saftey rails or anything to hang onto. The boat went three different ways which made the boat rock back and forth which cause me to loose by balance and damaged my knee. They put ice on it right away I was then using a wheel chair from roc barlevento for the last 8 days I have been doing therapy and accupucture since january 8 2020. I just found out today febuary 7 2020 that I will need surgery on my knee. I do not believe this is a safe excursion for anybody there where no life jackets as we could see. There was another lady on the boat as well who lost her balance but did not get hurt. I would like some responce on this excursion thank you n advance penney reed
Booking number is [protected]

(regarding luggage) being opened at the dominican airport after being check at your desk after returning to peason lnternaional airport baggage pick up our luggage had our address tags /ribbon and zip tie removed / our luggage was gone threw. no explaination. (flight delays) l found that after having our flight delayed from pearson over a hour to arriving in the dominican having paid for a swim up room to be told that we were not in one that you can deal with it in the morning then the return from the dominican to not have sunwing coach there to pick us up from the resort for 45mins after the arranged time the resort was even concerned that we were still waiting for our ride to the airport only to finally get to the airport through customs to be told again the we were delayed again with no explanation as to why or when we could board our flight our flight was to land at pearson at 1:59 am we arrive after 3 am to have to sit in the plane for another ten mins then have to wait for tranportation from the plane to the terminal this was the first time flying with sunwing and it will be the last very unhappy with the service l can not imagine booking another vacation threw sunwing from start to finish it certainly was not a good experience

I tried to change the name on my upcoming travel as who I was to travel with I am no longer in relation with. I am very upset as we broke up at Christmas.
I want to take my caregiving client Terryl Francisco as she has MS and would benefit from the sunshine.
I spoke to Westjet and they said yes if Sell off Vacations would simply contact Westjet as well as the hotel in Playa Del Carmen it would all be resolved.
When I spoke to a rep at Sell off they were rude and unaccomidating.
Can someone please see if there is anyway I can change Name to Terryl Francisco instead of Robert Matte on reservation #2748659
I tried to get a hold of Stuart A Morris being that he is the GM.

WG611
Sunwing Airlines

Camaguey (CMW)
Wed, 18 December 2019
11:10 AM

Toronto (YYZ)
Wed, 18 December 2019
2:50 PM (YYZ) 737 I was supposed to come back from Cuba on the flight WG611 schedule for 2;50 pm arrival we finally arrived in Toronto Thursday morning at 2h am. Of course I want some money back. My name is Eddy Jobin my email is eddy.jobin@gmail.com Thank you

Vol

Bonjour,

Je vous contacte concernant un événement qui s'est produit à moi et ma conjointe lors de notre destination vers Varadero le 20 décembre 2019.
Lors de l'embarcation de l'avion . Nous nous somme installé à nos sièges. Cependant le monsieur à lavant de nous avais son siège descendu malgré le règlement de le garder en position assis pour le décollage . Nous avons essayé de discuter avec monsieur et celui-ci à refuser de coopérer . J'ai alors mentionné l'inconvénient à l'agente de bord passant mais celle-ci n'était pas contente de ma perception et ne fut aucunement compréhensive. L'agente n'a pas fait de mention du règlement à suivre au monsieur en avant de nous et elle est parti sans même lui avoir dit un seul mot. Nous avons mis cette situation de coter et somme rester assis en attendant le décollage jusqu'à temps que nous voyons un agent de sécurité entrée dans l'avion nous demandant de sortir devant tout les passagers. C'est une situation inacceptable et humiliante à faire vivre à un passager qui n'étais aucunement violent et qui voulais simplement que le règlement soit respecté pour le confort de tout le monde . Dû au stress et au pressement de vouloir nous faire sortir . Ma conjointe a oublié son téléphone cellulaire à bord .

Nous travaillons fort toute l'année pour pouvoir ce payer des petites vacances bien mérité pour Noël . Voyageant beaucoup depuis de nombreuses années moi et ma conjointe, je n'ai jamais vécu de telle situation cauchemardesque avec aucune autre compagnie . Je demande un remboursement complet de notre forfait et de mes billets d'avion ainsi qu'un dédommagement pour la situation que nous nous sommes fait infliger ainsi que le téléphone rester dans l'avion.
J'espère que vous comprendrez l'exagération du résultat de la situation qui nous a été fait subir et que vous allez pouvoir trouvez une solution à tout cela.

Cordialement

André Leroux
Roweida Faour

Vol WG456
Booking number [protected]
Direction Varadero

Envoyé de mon iPhone

From day one, we were in the diamond club but were never introduced to a butler nor did we receive the "personal service" Diamond Club Guests are promised. In addition, the service throughout our stay was horrendous. The beach area was deserted- no staff to get us towels or drinks. We literally had to chase for someone to service us every day of the week in all areas of the resort. When we finally would get someone to request a drink, they never brought it to us, and blamed other staff, saying someone else was suppose to bring us our drinks.

In our fourth day we complained,
about the rooms because the bed sheets were damp from our first night. Their solution was to bring a anti-humidifiers or down-grade us to another room with no ocean view.. they brought the anti humidifier but that did not solve the problem. We had to sleep in damp bed sheets every night. and thought after it, the service would get better. We were wrong. It was just as bad. Front desk and customer service desk staff were playing games on their phones instead of assisting us. I lost my sandals and no one knew where to guide me. They simply said "if it's not there it's lost" i ended up just giving up on finding my sandals because i felt i was wasting time with the staff as they didn't want to assist me and i ended up buying new ones at the shop Edwin, a staff member would see us waving at him to bring us a drink and he would pretend he didn't see us but would just say Hola and avoided assisting us.

One of the nights we decided to order room service dinner. We called it in and mentioned we were really hungry. They showed up to our room past midnight - 2 hours after we had placed our order. By this time we were half asleep!

We are so disappointed with everything overall that had to leave the resort and book a separate hotel for the remaining of the week to enjoy what was left of our vacation.

In sight of this terrible experience with the Royalton, we fell a compensation is the least that can done and honoured to my friend and I. We will never return to any Royalton a and hesitate on booking or recommending any sun wing vacation to our friends and family.

Basically you float Sunwing extra money for the entire length of time until you are able to rebook your vacation.At that time you have to repay the deposit and they will refund that money in 4 to 6 weeks.It is a matter of clicking a few buttons to do the return of funds.Their line is they are very busy.If they do this to 100's or 1000's of customers Sunwing will make money off of their customers funds sitting in limbo until their overworked staff are able to complete the transaction.

Yes I was on flight wg407 on oct 16 2019
Returning from the Dominican republic to Toronto. We left hotel as they pick up our group of over 21 people to the airport at 7:40 am
We arrived at airport at 8:05 am then I recurved a email that the flight was change to 12:50
Wow so must fun at the airport
We had to used our own funds to get good
But that's the all
We didn't take off until 2:08pm as we were waiting
For cargo
Not passengers but cargo
We were not offer any food from this time from the morning
Plus we had to pay for food on the plane
I understand
But waiting for cargo
Not passengers
That's sad
I I feel our group should be compensated
We booked with you people on good faith and you disappointed us dearly and another thing at the Joel on the weekends the locals come
The hotel overcrowded the line ups for food was disappointed
Plus these locals
Cut in line and at the pool bar you couldn't even get a seat as he bring their kids with them they're don't even paying attention to their kids how can you enjoy your vacation like this I understand children and people on holidays but I didn't understand the locals come and they take over the place
We were a wedding party
Trying to enjoy ourselves
So I think we should be compensated for late flight and for the hotels conditions
thank you

Irene Knapp
Irene.[protected]@hotmail.ca

[protected]
We left October 9 to the 16
We stay at the Riu bambu

SCAM--the "tour/presentation" through Royalton / TravelSmartVip
Absolute sham. We were approached on the 7mile beach to come tour the Royalton Negril, as their marketing dept was allegedly looking to advertise its new resort. Once there, we toured the property and we enjoyed an amazing lunch- the food was excellent and fresh. We were told we would receive a future 4 night stay at any Royalton resort to use within a year (of course after we had to endure a timeshare like presentation). This was their way of "thanking" us for touring the resort and considering it as a future vacation option.
Now as we are trying to book the bogus 4 night stay, it is ironically NOT available for the all inclusive option- the certifcate is only valid for the room, and you must pay for the "mandatory all inclusive rate." I advised the rep that we were open to booking any date at any resort within the next 9 months. I was told it is unavailable for any date, from November to May, at ANY resort; and it is only available for the highest room category. The rates he quoted me for the 4 night stay were anywhere from $1, 900 to $2, 800!
Meanwhile, I searched for a room directly on the Royalton website, for several of the resorts and dates that the rep was quoting me. I found prices much lower than the prices he quoted me- which included the room and all inclusive option- WITHOUT having this fake certificate! What is the point of having the certificate if I can book directly with Royalton and get better rates and more options?
This is a complete scam and false advertising. Shame on a high-end resort brand like Royalton for using this type of gimmick. I will never stay at a Royalton resort for this reason alone.
BEWARE- the person that will approach you on the 7 mile beach in Negril is wearing a polo shirt and hat, both with the Royalton logo. I was told "John Williams" and "Mr. Tune" are the directors for this program at Royalton. Although all the promotion occurs at the actual Royalton Negril, the third party travel company and certificate are Travel Smart VIP.

October 8, 2019

To Whom it may Concern,

I am reaching out in regards to the vacation my family of four just returned from this evening. We vacationed at Royalton Blue Waters Montego Bay from October 1st to October 8th. My husband and I have been travelling for several years. We've vacationed with Sandals and Beaches and after researching Royalton Resorts online we thought Royalton would be a wonderful company to vacation with. We were so drastically disappointed and upset that I don't even know where to begin. I've tried to categorize the biggest issues and problems we had during our trip but please know there is so much more. I sit here tonight writing this email being extremely tired and worn out from our holiday but thought it was important that I send this right away.
To begin we purchased our all inclusive vacation package through Air Canada and added on the Diamond Club Feature. Simply put that was a complete waste of money. Our trip started off in a frightening way during our initial flight to Montego Bay we experienced terrible weather and were not able to land in Montego Bay but instead had to land in Kingston Jamaica. (Flight AC1804 October 1/19) We then sat on the plane at the Kingston Jamaica Airport for 2 hours with no word on what was happening. We were not allowed off the plane to make other arrangements to get us to our resort nor were we updated on what was going to happen next. Finally we were advised by the pilot that we were going to again attempt to take off and land in Montego Bay. After a second terrifying flight from Kingston to Montego Bay we finally landed at our destination airport.
Upon our arrival at Royalton Blue Waters we were exhausted, hungry and dirty. We were the first off the bus to enter the lobby and the last to be checked in even though we had arrived with non Diamond Club Members. Our butler was not there to greet us or take us to our room and no room orientation was ever given to us. Our first entry to our room presented with no robes, garbage in the bathroom and shower and a condom wrapped in the dresser drawer. Looking forward to taking a hot shower I was instead greeted with no hot water and only one working shower head. I contacted the front desk right away. A maintenance worker arrived about 30 minutes later. He told me to let the hot water run for 2 minutes. I advised him I had already down that but for 5 minutes. He then advised me they hotel wasn't having any hot water issues at the time and left. I contacted the front desk again and they advised me of the same thing and that was that. We had luke warm water for our entire stay. Room service was not anywhere near efficient. The toilet was never cleaned during our stay nor was the balcony.
The maintenance issues at the hotel ranged from elevators not operating creating up to a 10 minute wait often and climbing seven flights of stairs up to our room wasn't an option for us to different water features not being in service. One of the main reasons we chose this resort was because of the kids water area and water slides. The 4 large water slides weren't in operation 85% of our stay due to mechanical issues. My son and daughter were able to go down two different slides at the same time once during our stay and both smacked their heads off the side of the slide causing them to need to go and lay down due to being sore and dizzy. The kids water park was not in operation the entire time we were at Blue Waters.
The main pool had terrible service both at the bar and with the servers around the pool. We witnessed large groups of non Diamond Club members and White Sands guests receive impeccable service while ourselves and other people received nothing. Pool side were only served once during our stay and we were at the pool every day multiple times. The one time we were served was by a very young man that when asked by my husband for a second drink (he had about two sips left of his current drink) told my husband that he could have another drink once he had finished his first one. He then never returned. Swim up at service was also terrible and we were constantly ignored at the bar. We tipped everyone as we thought this might help us receive better service. It did not. The pool was closed before 6pm every night which is the time it's supposed to close and not because of poor weather although it was closed one night early because of weather. One night it was closed just after 4pm as a large wedding party was having their wedding reception in a tent next to the pool. There is mold growing on the sides of the mattresses that are in the middle of the pool. We used our snorkelling masks the first time in the pool but took them off after seeing what was floating around in the water.
Napkins, cups and garbage. My twelve year old was ignored at the swim up bar. Every time he had to wait close to 30 minutes to even be acknowledged. Groups of people often swam in the pool at night creating a loud ruckus but no one working seemed to care. The bartenders at the swim up bar kept serving my 16 year old daughter alcoholic drinks even after I informed them that she was underage and that they needed to be checking her bracelet as she was trying to order non alcoholic drinks. My daughter also participated in one of the beach games which she ended up winning. She was awarded with a bottle of rum which was extremely inappropriate. The lifeguards at the lazy river we hardly ever present at their posts and when they were there they were sleeping most of the time. We had to literally wake up one lifeguard 5 times during one swim as there was many kids present in the river.
We attempted to enjoy the beach where we felt not safe AT ALL! We were constantly accosted by locals selling various things and by Royalton Security asking us for money. We did not return to the beach after that.
Butler service was pretty much non existent. We had to ask several times for our complimentary bottle of alcohol. We barely saw the butlers. We were escorted twice to a la carte dinner and that was that we were on our own after that. Upon arrival at the two a la carte dinners we had to wait 30 minutes for our table we had reserved. Our butlers also interrupted our last dinner at the resort to let us know we needed to fill out a survey. We advised them that we didn't want too. Upon check out we were once again presented with the survey. Our a la carte dinners were disappointing as well. Ranging in stray dogs begging at our table at the Italian restaurant to hot food off the grill at the Zen restaurant being flicked into my sons eye burning him. Different restaurants were closed different nights making booking reservations very hard. Service at the buffer was non existent for us as well. Food from room service took hours to arrive and the food was not good.
Bars ran out of alcohol in the evenings. The sports bar was serving drinks that were pretty much just alcohol leaving guests extremely intoxicated. At the lobby bar my husband waited one time for 45 minutes to be served and after not even being acknowledged he left without a drink. The bartenders were extremely sexually explicated with both myself and my teenage daughter.
Large groups and wedding parties were largely flavoured during our stay at the Royalton and were called up to participate in activities an dances instead of couples and families. We were informed by staff members that they are only paid $60 a week by the Royalton and that they live off of their tips which I found very uncomfortable to be having such information passed on to myself.
Cannabis use and underage drinking was also a big issue on the resort. We understand that a lot of people smoke Cannabis in Jamaica, however we weren't expecting guests and staff to be smoking it at the entry ways all over the resort. We were informed by a lifeguard that another lifeguard had been fired that particular day for selling Cannabis to a guest.
Honestly there is so much more I could add to this email but it would take a great deal of time and I am very tired. I expected to return from this holiday feeling refreshed and relax but regrettable I feel just the opposite. As does the rest of my family. My husband and I were looking forward to booking a holiday for this coming February when we were returned from this one to Royalton Negril but after this experience that won't be happening. I have summed up the contents of this email for a review to post to Trip Advisor as well as my online blog but would like to see if Royalton is willing to make this right for us instead. Thank you for your time and patience for reading my long email.

Kathleen Maroney
[protected]
[protected]@gmaill.com

The complete vacation was terrible. Staff was incredibly rude and unhelpful. We were diamond club members and our butler jody ann was never around to assist with anything not to mention never meeting or second butler. Would never return or suggest this trip to anyone. We asked for a anniversary dinner on the beach which our butler did not assist therefore no anniversary dinner. The check in process took hours. The cooks and zen don't ask how you would like your meats cooked and simply just throw food on your plate. The whole experience was a complete let down. Do not ever book this hotel!

I originally booked the flight leaving Toronto on 11:30am and returning flight departing on 4:15pm so that I have more time to enjoy the resort. Now the flight is changed to 6:15am early morning, which is a terrible schedule when traveling with kids. And the return flight departs at 10:25am, we lose the last half day enjoying the resort. And unlike Air Canada, there is no compensation for such change. It gonna ruin the vacation.

Booking # [protected]
Booked on Jul 20, 2019
To whom it may concern
I booked our family vacation to Punta Cana requesting a direct flight from Toronto and back to Toronto. Thinking I was paying for all direct flights I got our e-documents only to find out that our flight back was via Montreal making our flight back a 7.5hr journey. How do you sell an all direct flights a d surprise your customers with a stopover?

I really do not appreciate this sneakiness. Before I write a review on Tripadvisor in giving you an opportunity to explain how I ended up with a stopover in Montreal when I asked specifically for an all direct flight vacation package. And don't you dare putting this on me.

[protected]@hotmail.com
Tel:[protected]

Leila

Warning...this is a long post! I have been at the Royalton St Lucia since Friday, 8/9. Since my check in, I have switched rooms 4 times due to unsanitary or uncomfortable accommodations. The first 2-3 days/nights we were without AC or hot water (room #4206). We were switched to a different room (room #4211), while out on an excursion. Although we had to "re-clean" the new room to remove a ton of hair from the floors and shower...we were going to let it go and enjoy the rest of our trip. But on our 4th night we noticed BED BUGS crawling all over the sofa bed. Couple this with us waking up earlier that day with several unexplained bites over our body, which we chalked up as mosquito bites. We immediately called the night attendant, who came to the room and offered to fumigate for us. He stated we would have to stay on the balcony for 10+ minutes. Mind you this was after midnight, and I have a 9 year old with me. We were uncomfortable with the idea of having the room fumigated, and sleeping in in those fumes (since fumigation usually requires that the area be unoccupied for several hours). The night manager stated he could move us to another room, and would go check to ensure that the new room did not have bed bugs. We were moved to yet another room (room #4305) at approximately 1:15 AM. Within minutes of arriving to our new room noticed there were several unsanitary issues. We noticed the following: vomit on the bathroom door, floor, and trash can; some sort of moss/growth on the walls with maggots crawling on the walls; hair on the bed/headboard/floors; 15+ medium/large spiders hanging over the headboard and bathroom vanity; and stained sheets. We called the night attendant (Trevorse) again, or apologized to us, and came up to re-clean the room, which includes changing the sheets and wiping down the walls and headboards to remove the bugs. So at approximately 3 AM, our room was clean enough for us to attempt to go to bed. We were instructed to go speak with a manager in guest services later in the morning. Of course we got minimal sleep due to thinking there were bugs crawling on us, or just griping about the various issues we have dealt with since our arrival and the money we wasted coming to this resort.

I travel often, so I am quite aware that "things happen" and that there will be bugs when staying in Caribbean resorts. And I am by no means demanding when it comes to my expectations of resorts a stay in. But do have certain expectations of a so-called 4-5 star resort, clearly have not been met during my stay at the Royalton St Lucia. I expect some minor grievances, but not bed bugs, stained sheets, vomit on doors/walls, and maggots. And not after being moved twice already due to a lack of cleanliness on the resorts behalf. Anyone in our situation, would be skeptical of our new rooms cleanliness, but the issues we found we clearly visible without needing to search.

We went to guest services yesterday morning, and spoke with Ravi, a manager, about our issues. We requested to be moved to a room that was thoroughly cleaned and inspected by a manager. We also requested some sort of refund for the issues we've had to deal with. Initially we requested a full refund, especially when we were told that there may not be any rooms available for us to switch to. But we were willing to negotiate. Ravi requested we send all videos and photos of the two rooms (4211 & 4305) to him so that he could show his manager when requesting our refund. We informed him that we were traveling with 8 other family members, none of whom had any major issues with their room. Sure small gripes about the slow service, but nothing dealing with vomit, stained sheets, and bed bugs. He stated the difference between the buildings was the "attendant/housekeeping", and stated he would ensure our new room was in a different building.

After 2.5 hours ( so approx 12:30) we were contacted by Abdullah (another manager) who stated he would be willing to give us a refund of 1 night, move us to a penthouse suite, and give us diamond club access. We informed him that this was not acceptable, for many reasons: 1. We did not want, nor request, diamond club access. 2. It was their idea to move us to a penthouse suite. We just wanted a clean room, and were okay with another family suite. 3. We have literally dealt with a manager, night attendant, and/or maintenance man, 4 nights of our stay...and for issues they could not easily resolve. We requested to atleast be refunded for 4 nights, and Abdullah stated he would take our request back to the executive manager of the property. At approximately 3:30-4 pm, I reached out to Ravi regarding the readiness of our new room. He stated it was ready, and that we could come to our new room, and he'd have the bellman bring our bags to the new room. He also stated that at his time, the resort could only offer us a refund for 2 nights because "the issues did not ruin the day just our nights". I was appalled. What was this conclusion based off of? Did anyone ask us how our days were? We literally spent 4 nights and 3 days packing/unpacking, running to and from the front lobby, moving rooms, and speaking with management regarding room changes and issues. So I'd say my days and our time was wasted on this BS.

We waited another 2.5 hours for our bags to come to the new room, and when we called to check we were told that the hold up was "we left the do not disturb sign out so the bellman did not want to enter the room". RIDICULOUS! Come on people, you know we aren't in the room and the reasons why. We left the room after 1:30 AM, and clearly forgot to remove the sign. At this point of our 8 day/7 night vacation, I am just looking forward to leaving this resort. I feel that the cleanliness is wayyyy below standard for the amount of money I paid. To have paid over $4000 for hotel/lodging alone, makes the situations we've encountered completely unacceptable. And a refund request is not unreasonable, giving what we have dealt with and our overall lack of satisfaction in the Royalton St Lucia. We even cancelled our excursion planned for yesterday, to deal with the latter of the situations...so yes an entire day was wasted for us. I informed both Ravi and Abdullah, that I would be reaching out to the executive manager of the property, as well as others, to demand a refund for 4 nights, at the minimum. Again I do not feel like this is an unreasonable request, especially when you are talking about a guest dealing with bed bugs, vomit, and stains on the sheets. This has been a huge waste of money for the 3 of us, and I have no plans to ever stay on another Royalton property! I have requested that someone in upper management reach out to me regarding my experience.

I had a group of 20 book with the Royalton white Sands June 20-25, 2019 for a vow renewal. Their experience was very unpleasant...dirty rooms, broken balcony doors, being switched from room to room 2-4 times and one guest even had a strange man walk into her room. I have reached out to Royalton since June 27th and no response. Royalton has showed a lack of concern for their guests. As a travel agent I have lost faith in Royalton and will never book there or recommend them to any clients or any of my fellow agents. It should never take over a month for a resolution.

Paid extra for better flight to have a full day extra in Varadaro. 615am flight was bumped to 420pm and the to 505pm. Was offered a basic 100$ voucher. Travel alerts also didnt work. Never received notice of second flight change. Want a refund for the extra we paid for better flight and mileage to and from the airport. Now very skeptical I will get home.

Reservation were made through third party two months out. Arrived on the island and at the resort July 11, 2019. We were all registered/ checked and and receipt for made accepted and completed. We were told however that they were overbooked for Saturday and we may have to check out(If no cancellation) and suggested we could stay at one of their joining facilities. That was understood. We were escorted to our rooms. Saturday came and no one checked out so we opted to go to Azul for the one night. Which was a horrible place to stay for the price.
Sunday(Jul, 14th) came and we went back to Royalton. We went through he entire check-in process again; completed the form(Each of us), and provided our credit cards. We were told the price, my two friends, and myself who was staying in a single room-we agreed, and our cards were processed and given back to a long with our individual receipts.

Check-out time arrived and myself and another friend reached the lobby at 5 min til noon. I was told that I owed an additional eighty -seven dollars. I asked why. The young lady at the front desk explained that I was not charged the proper price. After speaking on the subject with her and still not grasping, I asked to speak with a supervisor. She went and returned with a young man whose name was "Roshaun". I asked him if he could fine out what was going on and explain to me why was I told/charged one price at check-in and now am being told I needed to pay more money. He explained that the room I stayed in was a certain price but I wasn't charged it and needed to pay it. And continued on for a bit trying to convince me why I should pay the additional charge. I then asked him to allow me to speak with someone higher than himself. He picked up the phone and called someone and walked away from me down to the other end of the desk (Out of ear shot).
I waited while he paced back and forth and continued to talk on the phone with someone. As time was passing I became increasingly worried because my flight was leaving at 314p. I asked the young man closest to me if he could ask him what was going on and to tell him I would miss my flight if he didn't get someone down now. 'Roshaun' continued to walk around in the lobby on the phone and around the desk. So, finally I walk up to him and asked him what was taking so long? He held up one finger to me(As to say one moment). After about 10min more . . the bell boy (Chris) came around and told me that the transportation was sending for me and wondering what was taking so long to check out. I explained to 'Chris" what has happened and that he was supposed to be getting a manager to come down. Chris then walked over to him and they had a brief conversation. Chris returned to me and explained that a manager was to come. I walked back over to 'Roshauan' and asked him why was it taking so long he simply explained "She is coming."
I then threw up my hands and headed to the car and said "I'm leaving, I'm going to miss my flight." Chris then explained that I would not be able to exit the premises until this was all resolved. He begin to assure me that she was coming. I waited five more minutes and asked to use the restroom while waiting for her to arrive. When I returned from the restroom she was at the desk with Roshaun. She proceeded to go over the situation and I stopped he and said "Listen! I don't want to hear the scenario all over gain. I have been explained it over and over. I need to eave. I was told that I could not leave until you came down. And if you were not going to tell me anything different. . I don't have time. I going to is my flight. She explained that she wasn't going to go over it all again but she needed me to give the access to my card so they could process the charge and I could be on my way. I told her "NO" I was n ot gong to give them my card again. She explained that if I didn't pay, then her staff would be forced to take the charges and that her staff there in Jamaica cannot afford that. I told her it was not my problem because It was not my erra. I further explained that it was not fair for me to be told one price and then at -out told another. I further explained that would have roomed with my two friends for the one night had I known. She continued to go back and forth, explaining the same thing over and over as if to punish me or to force me to give up the credit card. I asked her are you all going to pay for our flights if we miss them? She explained "NO we will not." I said then you need let us go out of here or I would be filing a complaint. She advised me that that would be fine. I reiterated to her that it was now after 1pm and I had been over an hour now at this desk. She replied that it was not her who has kept me because she was just learning of the problem. I explained to her that all this time Ive been waiting on you to come and you tell me this is your first learning of it? I then told her she was a liar. I then asked if she was holding me hostage. she then got on the phone to call some one and refused to answer the question. I then pulled up my phone and begin to record. She rushed be hind a closed door and call for someone to come out and cut off the band and to let me go. Got to the entrance and 'Chris asked for the card. I gave it to him and jumped in the car. I did not exit the Royalton
premises until ten/fifteen-minutes after 1pm.
We reached the airport at 235pm even after the driver was driving at the highest speed possible with other traffic on the road, and was told that we were not allowed to check our bags in and would miss our flight because the flight leaves at 314 and the cut off time was 2:00pm.
Me and one of the girls had to find a place to stay for the night after booking another flight because we lost credit with our original tickets with Spirit Airlines. We could have stayed with Spirit but would have to wait until Thursday and pay an additional $99. Neither one of us was in a postilion to stay and extra two days. We booked a flight with American Airlines for the following day (Yesterday) Jul. 16.

This was cruel and unethical punish. It was intentional and unjust. I know that without a shadow of a doubt that procrastination was purposeful as a means to give up my card again or miss my flight.

My desired outcome is to be reimbursed for money I lost; (The new ticket and cost I paid for the hotel that night we missed our flights. I would also like for that managers, whose name they told me was "Clighty" to be reprimanded and retrained.

Theer was some dificulty utilizing the add photo/video but please find attached my original Itinerary, my hotel receipt for that night and my new ticket price I paid. If there is any thing else that I can add, submit or do. . please feel free to contact me at anytime.

Kind Regards,
erika.[protected]@yahoo.com
erika.blandin.[protected]@gmail.com