Sunwing Vacations

OUR experience at Grand Memories was not good at all! We arrived at around 8pm, as we get the keys to our room we walk in and the sheets were dirt. No towels or toilet paper. Try to use the phone to call down to the front desk and what do you know none of the phones work so we had to take our luggage with us and go back to the front desk. After getting a new room we walk and you can smell the mold in it and I mean worse than the first room we had. At this point me and my husband are beyond frustrated. No one helped us with ours bags or nothing. We went back to the front desk again and we had no choice but to go back to our original room and they said they would change the sheets even though that room still had more than it. It wasnt as bad as the second room and they said they would change the sheets for us, so we went out to have some drinks and came back at 1am and they still didnt change them! We never got toilet paper or water in the room. My husband got worse and had a hard time to breathe and just wanted to go home so I went and talked to the Sunwing rep told her the issues we were having she went and talked to. Im assuming it was one of the managers. They said they would put us in building 10 because it was a newly renovated and there was no mold.We changed room again for the 3 time and you think they would help with the bags nope. The new room was a little bit better, but we couldnt sleep with the AC on because that made it worse. Also, the blankets and the bed runners were all full of mold. Well we got toilet paper in the new room. we didnt get any new towels and had to use shower towels and beach together. Still cant get over how horrible this was. People can get so sick and die from this if they stay there for too long. The way we having been feeling cough, hard time breathing lost her voice / like *** I cant even imagine how we would feel if we stayed longer. We have not been away in 10 years and to come here and all this happens Is unacceptable. We had book a jeep excursion minus the jeep part had to do the bus because they told us they had no jeeps. Then we find out that people booked a day after us and got to do the jeeps so basically we were lied to. And well we were told that amazing things it did not happen. There were many things we could not do and everything took forever because they had so many people do it at the same time it was definitely a disappointment. Rooms are not 4*. No bottles in dispensers anymore. Furniture is falling apart. Shower was warm most days. We did bring 1 roll of toilet paper from home and kept in the safe to always have some to take when out of room when you laughed if you had to go to the washroom because there was never toilet paper anywhere. And if you did want a piece of toilet paper from one of the maids that were at the toilet, you had to give them a tip. Food shortage is real. Powdered eggs, bread always, no butter except 1 day, no bacon most days, very little (unripe) fruit (pineapple , guava, maybe watermelon) not even seen fries. There is food you wont starve but we did lose weight on this vacation. Get to buffet early if you want best chance at getting options as the rare things like bacon and butter are gone fast. Snack bar hamburger made us sick in bed for a day. The fact that we had to Bring condements and stuff. Alcohol ran out daily. Many time no vodka gin tequila. Rum always though if you dont mind it with watermaybe juice but the juice mostly taste like water. Even beer ran out and pop! Also ran out of coffee most days. When talking to other travellers at other hotels they never ran out of any. This seems to be a resort issue and not a shortage issue. Had too many walks to the desk to reprogram your room key as this is an issue with many guests. We did it at least once a day. Also not very secure when they just ask your room number without asking a name or anything. I could say any room number. Also witnessed guests being told just to get their own bags from the lock up so again could take any bag. Towels/sheets arent always clean and replaced only once when we asked and tipped for it. Many time we saw towels saving chairs around the pool and beach and noone used them all day. This is ridiculous and should not happen. Be respectful to others. This was by far the worst experience we have ever had. We both still cant breathe, no voice and cough. I will never go back again. The staff was amazing at most parts and definitely met some amazing people there but I will NEVER again return to this resort. That was the worst experience of my life.

It took sunwing staff an hour to figure out which bus is for us. Long wait when we got cancun airport. Again when we were leaving the resort, no pick up showed. No any notification for no show. We had been waiting for an hour for the bus, had to run to the sunwing office in the other building to check. At this moment he said the bus will not come. Eventually we had to take a taxi at cost 50 usd what the Mexican driver wanted.

When we get to Cancun airport, took an hour to wait until the staff to figure out our bus. In the end of vacation, no bus show for pick up, no notification for no show. We had to run to the sunwing office in the hotel. And took a taxi which they charge whatever they want.

Hi, I went to Cuba cayo Santa Maria at the sanctuary grand memories resort with my boyfriend, and friends aswell. this place needs to be inspected immediately and shut down due to complete health hazard. Its disgusting. Room has mold all over and in places that can easily be cleaned. Example on the tv, chairs, shower head And everywhere else. Room smells of mold intensely. Bedsheets had dried up blood and makeup on them from previous people. WE HAD BED BUGS. And the resort must know because they put the plastic cover in mattress that is used when you have bed bugs. I got bites all over my body. Resort extremely dirty in general. Never seen this before. Been to Cuba many times. Cockroaches in our room and at the buffet. Disgusting and completely unsanitary. Hairs in every plate of food, we couldnt eat that. I pulled one out of my mouth. They touch their sweat with their hands and then touch the food. Bread was served to us from a garbage bag full of water. We saw them do this and they proceeded to close their kitchen door and continue on. Made eye contact with us as we saw them. We found a finger nail in the rice. We saw them make olives fall on the floor and put it back to serve. All the plates utensils and cups completely dirty. Looks like they just rinse them at the most. Disgusting. We went for the week of New Years Eve, and nothing was included at the resort. They offered absolutely nothing and wanted us to pay 30$ US each person if we wanted a party. So why did we pay the price of New Years Eve when it was absolutely nothing extra offered. This was our new year week and it was terrible and costed us double for all the loss. Very bad for our health and dirtiest place Ive ever seen. Unacceptable. This is dangerous for our health. We have been to Cuba many many times. This should be a CLOSED DOWN hotel!!! Immediately!! This is a nasty hotel to the point of sickening. Its unacceptable and we saw cockroaches all over the buffet. Disgusting. THIS PLACE IS A HUGE HEALTH HAZARD. We had to bring all of our luggages and belongings to disinfect inside out because of bed bugs. we had to throw out most of our belongings aswell. Im infuriated. This entire resort is infested!!! I demand a full resort inspection. so there is a big problem. We asked to change resort and they said no. We are literally sickened and have to fix our health now. I need a complete 100% reimbursement for everything for me and my boyfriend and or a complete 100% credit . For our entire vacation and for all the losses we had to endure. We provided only a few pictures of many.

Bought a sun wing vacation promising a junior suite when we arrived we were given a room basically for couples the only privacy is in the toilet if you shut the door yep there's no bathroom. I have been in touch with sun wing who said I should read their category on rooms. The hotel couldn't move us to a junior suite even if we were going to pay the extra 45 American per person per night because they're fully booked. I have asked for a heavy curtain to be put up between the the bathroom and the beds and as yet have heard nothing from the hotel management.

My suitcase was damaged to the point that I couldnt roll it. One of the rollers were damaged to the point that you could not manage it properly. One of the four wheels was broken. I used my suitcase twice only and it was with Sunwing. Please refund me for my suitcase case. I have pictures of the damaged. I have called three times to Sunwing. Sent two emails. I hope to hear from you soon. Thank you. Colleen Lall

Hello. Booking number 1316**** and . They arrived at the hotel Bluebay esmeralda. And they were not accommodated in the hotel. they have been sitting in front of the hotel for 8 hours and all night. Your reps have known about them since 5:00pm because they called your agents. they called 8 times from 5 o'clock to 12.00. and none of your agents came to the hotel and solved this check-in problem. You have done nothing to solve them. when will they be settled in the room? who will compensate them for their spoiled vacation?I DO NOT ADVISE ANYONE avoid this hotel and this company Sunwing.

Good afternoon, recently booked & travelled to Cuba with Sunwing vacations Booking # 13424**** .. let me tell you ALL the reasons I am requesting compensation . 1st let me say I find it ABSOLUTELY APPALLING that you would even endorse AND SELL VACATIONS WITH this HOTEL , especially KNOWING FULL WELL THE RESORT WAS BEYOND FAR FROM EQUIPPED AT THIS TIME AND NOT DISCLOSING THE INFORMATION TO GUESTS. Lets start with my Upgraded superior garden view suite , room # 30217 - that I paid extra for , backed on to the road , my gradenview was the road & constant dump trucks driving by ( I have photos ) Check in was posted for 4pm , I finally got my key around 7 pm . Needless to say , no bracelet or towel were provided , so my day for being able to eat or drink , was long ( we arrived around 11) Walked to my room, with all my luggage , in darkness - keys didnt work , left my luggage with fellow travellers and walked back to the lobby to get new keys , that thankfully worked. I wont bore you about how many times my keys didnt work , but it was 5 out of a 7 day stay , all while trying to get ready to go for meals before what little options for food were gone. And a lot of walking as I was in building 30 ( Im sure you have a map for reference) .only 3 restaurants were open & 2 buffets , all of the snack bars had very little to offer for food ( tuna sandwich or a hotdog on toast bread & on occasion soggy pieces of pasta dusted in sauce ) or uncooked chicken served from the bbq , during the hours the buffet was closed , the bars ( I think there were 5 in total 1 of which was closed ) had very little to offer for beverages - they were out of milk ( many frozen cocktails& the cappuccino machines (which didnt work on several occasions through the week ) pineapples , coffee , wine , among many other items beer was pretty much the best option , and unfortunately I am not a beer drinker . I was left my dirty towels& bath mats instead of replacing them, after I put them on the shower floor , because thats what you do when you request new towels at hotels , decent ones anyway . I quickly learned the desk chair was broken, When I sat and found myself on the ground ( I have photos of the broken chair ) Aside from 5 beautiful days of sunshine , by far the worst vacation I have ever been on. Oh and upon boarding a delayed flight , i over heard a flight attendant say these people better hurry up and board , we need to land by 3:15 ( guess she had plans like the rest of us ) Im sorry , these people were picked up at 7am, waited in line at the airport in Cuba for approximately 2.5 hours , after being pushed to the side for the 200 people behind us to go though to get their flight to Montreal . So please tell me , does that sound like a great or even satisfactory vacation you would enjoy ? Both the hotel and Sunwing should be ashamed of themselves . There are definitely some health and safety concerns here within the hotel grounds. I look forward to hearing from you soon, so this matter can be rectified by Sunwing. Regards , Shari Hall -Livingstone

bought a package recommended by the rep. told has to be quick as it shows only 1 room left. after I bought it , the room is still there, I monitored out of curiosity , then found not only rooms are there, 1 room left notice disappeared, then dropped by $200! on the same day!, called back asking price change, told too bad so sad. I bought insurance and went to cancel, told we only give voucher and you can't use it after 12 days. what a sneaky business. Never sunwing again. hope others learn from my experience Read less

Hi there, I would like to bring an incident to your attention, which occurred with a round trip to Punta Cana on Dec25, 2023 with SUNWING Airlines, Flight #WG4138. When we arrived at the airport in time and wanted to check in our luggage at the check-in counter we were asked to provide an ETA number, which of course we didn't have had handy at this time as this never ever was required at any flight so far. We explained this to the check-in person and told that we only have our work permits with us, which usually always is enough when traveling. Once we were handed over to a manager from SUNWING this person also insisted on that the work permit is NOT enough and we need to provide the ETA number, which we didn't have handy at this time. We explained that we can provide ETA number during the day, but need to catch our flight now in order to take our vacation and around trip to the Dominican Republic. Interestingly time was running and we were left on our own, NO support was given from SUNWING personnel to ensure we can take our flight although we had all our traveling documents with us. All of a sudden we were told that the check in has closed and we are not able to catch our scheduled flight. We have asked for support and what we can do and if there is a possibility to catch the next flight next day and if SUNWING can book us on the next flight in order to piggy bag on our vacation trip, however, nobody cared about our worries and concerns. Finally we were asked to go the SUNWING office in the airport, which had closed until Dec27 due to holidays. Then we were told to call a service hotline from SUNWING, however, nobody picked up the phone due to holidays. We were kind of desperate and disappointed and lost, finally left the airport towards home... therefore we had to take an Uber again for nothing... in total we spent $90 for UBER for NOTHING, on top and as a result we missed our flight! Due to the fact that we couldn't believe there is NO single help and support from SUNWING for (in our opinion) nothing, we took our own car and drove to the airport again. We went to the check in counter again and asked other SUNWING personnel for support, however, nobody was able to support. Finally we received a hint to try on our own to get another one-way flight to Punta Cana online, however, with SUNWING Airline we were NOT able to get anybody for that endeavor. Consequently we tried another Airline, which was Air Canada, to get a one-way flight to Punta Cana. Luckily on the other day on Dec26, we were able to get a flight late in the evening, arriving after midnight on Dec27 in Punta Cana. This flight was another $1303.86 CAD per person (in total $2607.72 CAD) charge on our own expense ONLY because the check-in person from SUNWING was unable to accept our work permit as traveling documents and insisted on the ETA, which is nonsense. After we arrived in Punta Cana, of course no airport shuttle was available and we had to take a taxi to the hotel, which is another $100 CAD on top. Luckily our hotel room still was available, so we could piggy back on our original vacation trip with much more cost then originally budgeted. This means due to the failure and abnormal behavior of SUNWING personnel we had an extra charge of $90 + $2607.72 + $100 = $2800.00 CAD PLUS all the headache and stress. BTW, I need to mention that no-one during the trip asked for the ETA number, however, the work permit was requested to show in Punta Cana airport at the check-in counter. Even in Canada Immigrations didn't request the ETA, only the work permit, which is normal and we are used to it. Please review our complaint as we are requesting a refund of $2800 CAD. This will also help to decide if we ever use SUNWING in the future again or not. I would appreciate to get your positive feedback. If you need any further information, please let me know. Also, if you need my bank information for the refund in case you are not able to trace back to the one I was using for booking the vacation trip. Please advise. Thank you. Hilmar

We booked an anniversary trip through Sunwing Vacations in November 2023 and brought a group of 26 people to Cuba. Due to the amount of guests we received a discount and 2 days before departure 3 of our guests were forced to cancel due to Covid. These guests had cancellation insurance through their credit card company and are working on getting some money back from what they originally paid. Sunwing Vacations is charging us the discounted amount and is not paying commissions to our travel agent even though they have received payment from these guests who were unable to come on the trip.We feel it is wrong that they are receiving full pmt and not allowing the discount that is the amt owed to the travel agent for her commissions!! We have been emailing Sunwing since January 30th with no resolution to this matter, awful customer service as well as taking more money then they are supposed to!! We are disappointed and unimpressed with the way this was dealt with but who are we to a big company like this, they don't care, sadly!

Hello our family was on the flight of WG693 ... 8 people with 2 children. Our experience for our travel to return to Canada was horrible. We have traveled with Sun wing for years without any issues or concerns. Yet this experience was simply un acceptable. Lack of communication Lack of food (1 cheese Cuba sandwich pretty bad) Lack of sleep Simply treated very poorly We are simply let down Going forward what type of compensation or credit do you plan to offer our family ? Looking forward to hearing back Robert Crechiola 289 788 ****

Booking # 12920**** Grand memories Varadero, Cuba September 13th 2023 to September 20th 2023 1st Room 232301 - No A/C and Fridge has leaked water all over floor, nothing in the fridge drink wise not even water. Went back to Reception and they change our room. As Diamond Club members, we expected as promised a Mini Bar, with Water, Beer and Soda. We under stood why the fridge in 2nd room would be empty, because we were booked for a different room with Diamond Club Service. room changed to 22210 Condition of room, was way below, what we expected for Dimond Club Premium Room. Toilet flusher was broken, the dresser door was hanging off, Tall Lamp plug was broken with open wires. September 14th 1st afternoon approx. 1pm, went back to room, No Water or Beer or Pop in fridge, the $5.00 tip we left in fridge was gone and the tip left tip on dresser for maid. Floor had not swept, no clean towels, just the ones we used that morning, exactly where we had left them. I immediately went to the Sunwing Butlers Office, as told to do on Bus ride from Airport to hotel. The sign on the door said they were open 7am to 11pm. I waited over an hour for a Sunwing rep to be available. I explained the issues, she looked us up on the computer, said she saw the room change and apologised and said someone would go by our room before 5pm and fill our fridge and get us clean towels. We went to the main pool for a few hours retuning to our room around 6pm, no one had been by, the fridge was still empty no clean towels. Immediately went back to the Sunwing Butlers Office, there was no-one there. I asked one of the girls at the main desk, when the Sunwing people would be back. She said they should be there she did not know. I then explained my situation to her and she confirmed, I had to wait to speak with the Sunwing person. Eventually, the Sunwing person arrived, I explained the situation and that I had a medical condition (I pointed to my medical alert bracelet and said I needed to take pills 3 times a day and having water in my room was of high priority. The Sunwing person apologised, said she would speaking with the supervisor, but it was too late to fix tonight. September 15th The exact same thing happened, the maid had made the bed and emptied the bin, but nothing else was cleaned, no clean towels and the fridge was still empty but she took her tip. I went to the Sunwing Office again. And again, waited for the rep. I repeated the issues, nothing in Fridge, No clean towels, room not cleaned, tips gone. Extremely important that we had water for taking my medications. Again was apologised to, said it would be fixed by 5pm. Again upon retuning too room found nothing had been done. Returned to Sunwing. This time I was told that they had delivered to our room a Bottle of water and a Bottle of Rum and 1 bottle of Beer and that tomorrow we would get extra beer to make up for day before. We went back to the room and that had been done. September 16th Upon returning to our room around 2pm, we were back to square one, No Beer or Water in fridge, No clean towels, floor not swept, counters including bathroom not cleaned. Again tips were gone. So back to Sunwing rep I went, same thing, no-one there had to wait, desk said they should be there, told desk the issues, desk said its up to Sunwing to fix. I at this point was very upset but I stayed calm and polite when speaking with the rep, repeated the issues. I got the same apologies and that it would be fixed, that they will speaking with the supervisor, that it will be done by 5pm. Again, nothing was done, returning to Sunwing rep again, was told it was too late to fix time was 6pm. September 17th Repeat of exact same issues. Did exact same conversation with Sunwing rep, got exact same apology and promised to fix. Sunwing rep check computer again, said room change is logged Diamond Club. Will be fixed by 5pm. Again retuning to room after 5pm, nothing fixed. September 18th Repeat of exact same issues. Did exact same conversation with Sunwing rep, got exact same apology and promised to fix. Sunwing rep check computer again, said room change is logged Diamond Club. Will be fixed by 5pm. Again retuning to room after 5pm, nothing fixed. September 19th Our Room had not even been seen too at all, bed was not made bin not emptied. Went back to Sunwing at 2pm, said for the entire week, we had only received 1 bottle of Rum, 1 bottle of Beer and only 2 bottles of water. 2nd was because I saw the maid and went and asked for one and clean towels. September 20th Check Out day As Diamond Club we did not have to check out until 2pm. We were in room at 12 noon, to pack and there was a knock on the door, the maid wanted our beach Towles. We said we were packing and leaving the room at 2pm. She insisted we gave her the towels. This is not really an issue, BUT, it just was the last straw, especially as the maid(s), had been left gift tips everyday despite the lack of Diamond Club service in our room.

My flight from Cancun to Toronto was delayed over 13 hours. I was told by a Sunwing representative in Cancun and when I landed back in Toronto, that I can get back $1000 per person from Sunwing because of the delay of over 12 hours. I personally was with my 6 yearr old daughter who was so restless. When I finally reached Toronto, they had also mentioned about getting money back. When I went online to claim it. It said I was denied. Worst airline ever. I had read a lot of negative reviews. As always didn't think it can happen to me. And it did. They have no customer service skills. They only know how to rip people off. Never will I ever fly Sunwing. I don't care even if they are the cheapest flight. Not worth my money and headache. Harjeet Sandhu

To whom it may concern, let me start off by saying that I have flown with Sunwing several times and never had any issues. Despite people telling me all their problems with Sunwing. But this Saturday, March 2nd, something happened to my husband and myself. Reservation #13425****, Flight #WG687 leaving Varadero (VRA) to Montreal Trudeau (YUL) Flight departure time was at 12:00PM (noon), we left with a 2 hours delay. They told us it was due to one set of the breaks and that we cannot and in Montreal (due to rain) because the breaks that were working cannot land on wet surface so they sent us to Toronto. We were to land, pass customs and go check in again. They did gave us a voucher for food at check-in in Toronto. They told us that our flight now from Toronto to Montreal is at 9:00PM, but delayed again, we left at 10:30pm. First I see a technician fixing the emergency door, that issu was fixed, than they say, missing papers and for the 3rd time, they say that the aircraft was overflued and had to rectify that issue. Honestly, this whole ordeal in unacceptable. Please let me know what type of compensation can be given to us due to the fact that that not 1, but 2 delays with Sunwing with 2 differents planes on the same day. A flight back home that was suppose to last only 3 hours and 45 minutes, took almost 12 hours. Please advise. Thanking you in advance. France Thibault and Fernando Castro.