Complaints

• Initial Complaint

  16/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a COVID credit at Sunwing vacations that I have repeatedly tried to use and am unable to get in contact with anyone in order to use the credit after numerous attempts. I would like either a refund for the amount or a credit with a usable code that I can use on my own when booking as previous attempts to contact anyone to use the credit went unanswered. This has taken me so long as I tried multiple times first to go through Sunwing, **** * *** * ***** **** ****** *** *** ****** ** **** ************* *** ********

  Business response

  16/10/2024

  The business responded to this complaint but requested that their response not be published.

  
  

  Customer response

  17/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have continually attempted to contact the company to use my credit with zero response. This has continued since 2020.  I would like a refund so I can use my money elsewhere. *** ********** **************

   
  Sincerely,
  
  **** ********

  Business response

  28/10/2024

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** ***** ******* **** ***** ***** from Sun, 12 Mar 2023. Throughout our stay, we encountered significant food shortages on a daily basis. Basic food items such as milk, chicken and beef were consistently unavailable. Even simple condiments like salt, pepper, oil, and vinegar were missing, which greatly impacted our dining experience. We were also faced with a shortage of toilet paper, a basic necessity that was not readily available. On some days, there was a complete absence of bread, making it difficult for us to have breakfast. In fact, one day we were forced to eat our breakfast using spoons as there was a lack of forks and knives. Throughout our entire vacation, there was no vodka available, and we only had tequila for a mere two out of the seven days. Additionally, we experienced a shortage of milk for coffee in the morning, which was quite frustrating. To exacerbate matters, for the last three days of our stay, there were no clean beach towels available, hampering our ability to fully enjoy our time at the beach. **** ** **** **** ********** ** **** ******* *** ******* *** ********* ***** ******* **** *** ** **** these shortages persisted on a daily basis. The lack of soap in the public bathrooms surrounding the restaurants *** ************ *********** ** employees were observed not washing their hands before handling food or serving drinks. **** ***** ** ******* ********* ** **** ********** *** ************* We have already contacted Sunwing upon our return home and patiently waited a response for three months. However, Sunwing informed us that the issues we encountered are directly with the hotel and not their responsibility. Nonetheless, we purchased this vacation package from Sunwing, *** ***** *** ***** ** **** ****** ** ******* *** * ********* ************** ** **** ****** ** ** ***** **** ** ******** ******* ************* *** ****** **** *** ***** ***** *** ********* ******** ** ***** ******** ***** ******** ** ***** ******** 

  Business response

  05/04/2024

  The business responded to this complaint but requested that their response not be published.
  

  Customer response

  09/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  A resolution has not been met through Sunwing Customer relations department. 

  Sunwing still denies any and all reasonability in this matter.

  Sunwing offered resolution is 2.5% compensation per person and the youth fair is offered 0% compensation despite the youth fair costing a mere $150 less **** **** ****

  Sunwings resolution was presented as accept or reject unconditionally final offer. That is why BBB was contacted. 

  *** ****** ******* ** ***** *** ** *** ** ***** ** ****** * ********** **** ** **** *** **** ******* *** ** *******

  ** * **** ********** *** *** ** ******* ******* *** *** ** ****** **** ******** *** **** **** ***** *********** ******* ****** ******

  I thank you for you time

  Sincerely,

  
  **** *********

  Business response

  22/04/2024

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  27/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** *** ************* ********* ***** ***** ** **** ******* ******** 1. Toilets in our room wouldn’t flush- we had to use main lobby washrooms (major sanitation issue) 2. No water some days- no hot water other days 3. Day 3- food was running out - no coffee, no drinks for kids at all Literally no breakfast foods, barely anything else to eat- kids were eating bread and canned pears for days 4. No wifi as advertised 5. No sports bar as advertised 6. No gym as advertised 7. ***** ** ***** **** **** ******* *** ********* * *** asked if the bus out front was out transportation back to airport- lady at desk said “maybe, maybe not” and walked away. 8. Even the booked dinners were terrible and ran out of food 9. Snack bar (advertised as open 24 hours) was closed after day 3 as well Someone needs to call me regarding these issues - **** ************ **** ******* *** *** ********* ** ***** I have placed approximately 14 complaints My booking number Was *********. I even called them last week and they said someone would Contact me urgently- and ** *** *** ******** **** nobody called

  Business response

  31/03/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  31/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Just sending me an email saying they’ll ’get to it eventually’ isn’t a solution 
  
  Sincerely,
  
  ******** *****

  Business response

  05/04/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: there is no action on Sunwing’s part. 
  what is the result? 
  my vacation was ruined by the ******** accommodations, lack of food amd drink and health risk due to poor sanitation, and they offer nothing?
  
  Sincerely,
  
  ******** *****

  Business response

  17/04/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  26/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  they are not contacting me! 
  what are my next steps? 
  ****** * **** ** ******** ** **** **** ** ** ********** ************* *** ******* **** ******* ** ******** *** ************** 
  Sincerely,
  
  ******** *****

  Business response

  10/05/2024

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  18/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a 7 nights vacation package to Puerto Vallarta, Mexico for the 2023 Christmas holidays. On arrival at the resort hotel on December 22, 2023, I was given a room of ********** condition and became ill with rashes on my skin. I asked to be changed to another hotel but received no cooperation from Sun Wing or the hotel - ***** ******** *****. I requested that Sun Wing put me on the next flight to Toronto as I could not stay in the ********** hotel room but again received no cooperation from Sun Wing. I subsequently reserved a flight with another airline and returned to Toronto on December 24, 2023. Sun Wing then informed me that the hotel wouldn’t be charging for 5 unused nights and I would be refunded. Sun Wing refunded me $125 for the taxes on my returned flight and $123 for an unused excursion purchased. I would like to be refunded the full cost of my return flight + the cost of the 5 nights I did not stay in Mexico.

  Business response

  18/03/2024

  The business responded to this complaint but requested that their response not be published.
  

  Customer response

  18/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I have contacted Sun Wing directly several times, starting with the 1 day I spent in Mexico.  ** ******** ***** ** ****** *** *** **** ********** ********* **** ****** *** **** ** ******** I was also advised I was going to be reimbursed for unused nights at the hotel and taxes only on my return flight.

  I received just over $200 from $2500 spent on a vacation that wasn’t.  
  

  My communication moving forward is preferred via this method with BBB’s mediation.

  
  Sincerely,
  
  **** **** *****

  Business response

  31/03/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  05/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  **** **** *** ****** ** **** ***** ******* ** ********* ********** ** ** ******* **** *** ******** * ************  I contacted your customer service to request moving to a different hotel even if it would have cost me additional to what I had already paid. ******** ******* ***** ******** ******* *** ** *** ****** *** ***** ** ** ********* *** ********* ** **** *** ********** *** ***** *** *** ** ***** I asked to be returned to Toronto at the earliest and again Sunwing was unwilling. * **** ** ******************** ******* ***** ***** *** ******** ** ***** **** **** ******* **** ******** ********* ********** *** ****** *** *********** As mentioned before, your Customer Sercice communicated that I will be refunded for unused nights and I’m still waiting to be refunded ***** ** ******* ****** ** *****

  
  Sincerely,
  
  **** **** *****

  Business response

  11/04/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  19/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  As I stated preciously, my communication with Sunwing Costomer Relations proved futile. Hence, this forum of complaint. 
  

  **** ******** ********* **** ********** *** ****** *** **** ** ******** 
  Sincerely,
  
  **** **** *****

  Business response

  29/04/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  10/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am not sure what action is required on my part after this response. 
  
  Sincerely,
  
  **** **** *****

  Business response

  17/05/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  03/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **** *****

• Initial Complaint

  18/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On March 5, 2024 I booked a vacation with Sunwing. The app wasn’t working so I spoke to an agent. They advised that the vacation we wanted was full and helped us to book a different package . After the phone call the package we originally wanted was showing as still available on the app. They also booked our access to the Premium Lounge and didn’t mention that it would be closed at the time we would need it. I phoned the next morning to inquire about changing to the vacation we were told was unavailable, the agent, Christine reimbursed the cost of the lounge *** * *** ************ ** **** **** **** * ******* **** *** *** ********** I was told then that because the booking was made less than 24 hours prior, the agent could change our booking with no penalty. She tried twice to change the booking and was unable to so she contacted the loyalty dept. After 10 minutes on hold, she advised that the 2 people she talked to couldn’t change my booking and suggested that I try later. I phoned back later and spoke with Sam who also told me he could change my booking without penalty, but the call was dropped before he could complete the booking. I phoned back again, and spoke with Isaac who told me that he could change my booking, but that it would cancel my “worry, free” insurance. I told him that the two agents I spoke to before him advise that since it has been less than 24 hours since I had made my booking, they could change it with no penalty, and I would not lose my insurance. Isaac told me this was not the case. After an exchange he told me that he could not escalate my call to a supervisor as there was not one available and somebody would call me back within 24 hours. It has been over 24 hours. Nobody has phoned, my booking has not been changed, and I am also very dissatisfied with the information that was provided to me about the “worry free“ insurance. ************ ******** ********** ********** *********** ****** ****** *** ******** ******** ******* **********

  Business response

  18/03/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  26/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: ******** ** ** *** *** ************** ** *** ******** ** ****** ** **** * ******** **** * ********* *** **** ********** * ***** ***** ** ******* ******* ** ********* ** ***** ******** ** ** ********* **** *** **** I have not received any communication or response from Sunwing whatsoever.

  Further to my original complaint, the service and facilities at the resort I went to were not acceptable. The pool was green, all elevators but one were not working, the room was not clean, the staff were unavailable and ** *** *** **** *** staff ** ignore customers, tell them to wait on the patio for service, then not arrive for 30 or more minutes. I will say that the staff, when they were available, most **** **** were generally very friendly and they tried their best to meet out needs. 

  As previously indicated, I was told that the destination I originally wanted was not available and I was told that I would have to book elsewhere. I found that the original destination was in fact available and when I tried to change to my original choice, I was told there was a glitch and the representative was unable to change the booking, I spoke to three other agents after this who could all see the notes indicating that I was trying to change the booking and Sunwing (not me) was unable to make the change. I was told that a supervisor would phone me within 24 hours to help fix the booking and address my complaints. Now I am told that Sunwing has no record of my complaint and I was advised to file the complaint again with ********************. I did this and there is still no answer. 

  This is unacceptable. At this point, I would like my trip refunded in full. 
  
  Sincerely,
  
  ******* *********

  Business response

  05/04/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because ******* *** **** ********** ** ****** ** ******* **** ******* It has been over a month since I requested a call back from a supervisor and initiated this process and they have only asked me to wait… *** ***** * ***** ***** **** ** *** *********** 
  
  Sincerely,
  
  ******* *********

  Business response

  17/04/2024

  The business responded to this complaint but requested that their response not be published.
  

  Customer response

  26/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I did as they asked and contacted Sunwing’s post travel department and provided details on the ************ customer service experience I’ve had. * ******** ** ************** **** ******* *** I mentioned that me and my companion didn’t want to go to the resort we ended up at, but due to glitches in their system, Sunwing did not help us to book at the correct destination, and they were unable to change our booking when we tried to make corrections less than 24 hours later. After this, they would not honour the fact that they had agreed to change the booking and asked me to call back because they were having system problems, then told me it would affect my insurance if they made the change. 
  

  I alap explained that, ** ********* we did not have a great customer service experience at the resort and I shared some details. To be clear, my complaint is with Sunwing, not the resort. Rather than deal with my complaints about Sunwing, they forwarded my complaint to the resort and advised that the resort is responsible for compensation.
  

  Again, I am not expecting any compensation from the resort and I do not plan to return to that resort, just like I didn’t plan to go there to begin with. It was Sunwing’s fault that we needed up there. Sunwing needs to compensate us for a terrible customer service experience with Sunwing, that led to my companion and me going to a resort we were not happy with.
  

  **** ** ********* ******* ** **** 

  
  Sincerely,
  
  ******* *********

  Business response

  10/05/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  16/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My friend and I booked an all-inclusive one week trip to Mexico using the Sunwing website on Dec 3, 2022. Trip departure of Feb 15th, 2023 (booking #*********). To be safe, we opted for their "Worry Free Cancellation" with fee of $49.00 on top of the price of the trip. This was supposed to allow us to cancel "worry free" up to 3 days before the trip. We were told by an agent that if we cancelled 45 days or more before departure, we would be able to get a full refund for our package, less $250/person, which would be returned in the form of a "worry free voucher" which could be used on a future trip with Sunwing. We were told it's done this way because the required down payment on a vacation package with Sunwing is $250.00, so they are basically ensuring you will rebook with them. Seemed reasonable to us. On December 15th, 2022, my friend and I decided to switch our vacation from Mexico to Dominican Republic because we found out that a few of our friends were going there instead. Travel date: Feb 14th, 2023. We cancelled our package to Mexico over the phone and received a partial refund to our credit cards and the rest as $250 voucher each to use for the future (received by email). When we booked the new trip (#*********), we were told we could not apply the voucher as it takes 10 days to activate. We were looking to book another Sunwing vacation this month, and dug up the vouchers in our email only to find out that they put an expiry date of 1 year on them! They expired in Dec 2023.Not once were we informed we only had one year from date of issue to use this. I have emailed and called them several times to escalate and ask for an extension or refund, but they have refused to budge. Sunwing has ******** $500.00 of our money in addition to the $98.00 we each paid for this ********* "worry free cancellation" service. ** *** ********* ***** ** **** *** **** ******* *** ******* **** ** **** ********* ******** ******** *** ** **** *** *** **** ** *** **** **********

  Business response

  09/02/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  09/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The policy unreasonable and we were ****** *** misinformed by the agent we spoke to at the time of asking to switch our destination.  Given that we were still so far out from the departure date and that we had purchased the insurance, a switch should have been allowed instead of cancelling and rebooking.  The agent ****** ** *** told us this was basically the same thing and that we would receive $250 of our payment in a voucher toward a new trip anyway.  We accepted because we believed we could use it on the our new booking.  When we found out we couldn’t, we did not fight it because we planned to use it on our next trip.  Not once was anything mentioned about a strict one year expiry date on this so-called “worry-free voucher”.  **** ****** ***** **** *** ***** ** **** ******* *********** ********* **** **** **** * ***** ** **** ******** ****** ** ****** * ********* **** ******* **** ****** ****** **** ***** **** ********* ** **** ****** ****** *** ***** ** ** *******  Keep in mind that we contacted Sunwing not even one month after the expiry date . We are asking for a show of good will from the company to allow this voucher to be extended . You have stated that if we contacted you before it expired , which was in December 2023, you would have extended it.  We are a few weeks out here as we contacted you in January. ** *** *** ****** *** *** *****  All we ask is for those $250 vouchers we received to either be extended or to re-issue a new one.  *** ****** * ********* **** ************* *** ******* ***** **** ** ***** ********* ** **** **** **** * ***** ******* ********* ********  **** *** **** **** ******* ** ***** ********* ** ******** I’m hoping that Sunwing management team will review this and do the right thing by their customers. 

  ******** ******

  Business response

  16/02/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  21/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have already exhausted my avenues through “Sunwing Cares” customer service email and phone line.  I have had numerous communications regarding this matter and have been denied resolution each time by Sunwing customer relations team.  I even asked the representative to have my matter escalated to a supervisor or manager to which I was informed she was unable to do so given the nature of my request. So sending me back into an endless queue to which I’ve already been through is not an option.  This is why I’m asking for a resolution to be made through here.  Again, I’m simply looking for our travel vouchers to be re-issued/extended or to have a refund for the $250 that was ******** taken from both my companion and I.  * ** ****** ****** *** ******* ******* ** ***** * ***** ******** ** **** **** **** ****** ********   

  
  Sincerely,
  
  ******** ******

  Business response

  05/03/2024

  The business responded to this complaint but requested that their response not be published.
  

  Customer response

  22/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  As I said, I have already tried to get resolution through Sunwing Cares online and through the phone.  Sunwing refuses to assist with this and reimburse the money **** *********** ******** **** *** 
  
  You clearly have my contact information along with all the correspondence at your disposal.  You could easily reach out to me by email or phone to provide a resolution.  You can do that anytime now. 

  
  Sincerely,
  
  ******** ******

  Business response

  31/03/2024

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday, 2023/7/9, my friend and I booked a one-day trip from the hotel to Havana for $75 through the person in charge of Sunwing in Cuba, and paid $150 by credit card on the same day. Scheduled to leave on Tuesday morning, as it says at the top of the itinerary (TUE8:20) However, when I arrived at the hotel on Tuesday morning, I was told that our trip was booked until Wednesday, but we had already returned to Toronto and could not take a day trip. No one paid us money, and no one paid us money for wasting our time. I asked my friends in Toronto to contact sunwing headquarters, and they and the local head of Sunwing were playing ball with each other, with no one willing to take charge. We wasted the day by not going to Havana ?? Wen did not participate in any trip, wasting the day. The sunwing representative sid they will refund us in 2 weeks, and we send him lots of email to follow up, but still haven't get the refund until now, more then 5 month back in Toronto, we ask as sunwing not only refund us but also give us more subsidies

  Business response

  17/01/2024

  The business responded to this complaint but requested that their response not be published.Sincerely. 

  Customer response

  17/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The sunwing representative has promise that they will refund me and won't response to my email, can you please just directly refund me and not through a representative?
  Sincerely,
  
  ** ****

  Business response

  24/01/2024

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I booked a vacation with Sunwing Vacations. The resort had no hot water, no air conditions, and very limited food. The hot water and AC failed weeks before my arrival, yet Sunwing still sent passengers to this resort. I filed a complaint on Sunwing’s website and it took them months to respond. **** **** ****** ** * ***** I provided proof that they sent people into unsafe conditions, and then they stopped responding to me. Sunwing will not respond to my emails and will not allow me to speak to someone on the phone.

  Business response

  08/01/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: my original complaint was lodged through their internal process in May of 2023. Sunwing has ****** ** * **** *** *** refused to respond to any of my emails. This has been going on for months and is not acceptable. I am asking the BBB to continue to intervene so that Sunwing can be held accountable. Their delay tactics have to stop. 
  
  Sincerely,
  
  ****** ********

  Business response

  13/01/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  18/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: Your Customer Service people are not responding to my emails citing a "technical glitch". I got a response after filing my compliant with the BBB, *** **** ****** ** * ***** **** ** *** *** ***** **** ******* ***** **** ****** ** * **** ******* *** ******** * **** ** *** ********* I asked for evidence of their claim regarding notification and they have yet to respond. I have not heard from them in over a week despite asking for an update. I will keep this file open until a resolution is achieved. Please have your team respond to my requests for evidence *** **** ******* ** * *****  
  Sincerely,
  
  ****** ********

  Business response

  31/01/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: they never actually apologized for putting me at risk and the horrible conditions with which I had to contend. ***** **** ** ******** ******* ** ******* ** we are still dealing with this 10 months after the fact. Their recent attempt was to offer me about one-third of what I paid for this horrific experience and they want me to sign a legal document which appears to be a non-disclosure agreement. * ** *** * ****** *** * ***** **** ** **** *** **** ** ********* *** *********

  **** ** *** ******** ********
  
  Sincerely,
  
  ****** ********

  Business response

  07/02/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  16/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is not a response. I have been emailing directly with their Customer Service person and am waiting for her to respond to me. I will not close this file until we come to a resolution.
  
  Sincerely,
  
  ****** ********

  Business response

  21/02/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  02/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: Sunwing is refusing to communicate through this process. Someone claiming to be from the Office of the President sent me an email stating that they would not change their offer of pennies on the dollar and that I would have to sign a non disclosure document. The cost of having a lawyer review the document would be more than what they are offering me, so I would essentially lose money by accepting their offer. **** ** ********* ******** ** *** *****

  I refuse to ** ******* *** **** *** accept their current offer. **** ******** ** ************ *** ***** *** *** **** ******* ** *** ** ***** **** **** **** ****** **** *** ******

  
  Sincerely,
  
  ****** ********

  Business response

  05/03/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  12/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: The company is not acting in good faith. They have made a ******** offer of compensation and have asked me to sign an NDA. When I asked about the legal document, I was advised to not have a lawyer review it. **** ** ******** *** ******** *********** Even if I was accepting their offer, I would not sign a document without legal counsel. The pennies they are offering would not even cover the cost of the lawyer. * **** *** ** ******* ** ******* **** ********* * ******* ****** Sunwing needs to held accountable for their actions. **** ** **** ****** ** ****** **** ******* ******* *** **** * **** ***** ******** ** ** ** *** *******
  
  Sincerely,
  
  ****** ********

  Business response

  21/03/2024

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hoped to write raving reviews about my wedding and honeymoon stay, but, unfortunately, I cannot due to the treatment of the management staff. If I were asked to recommend your hotel, it would be highly unlikely, as the frontline staff is wonderful and supportive, but, the managerial staff lacks customer assurance, quality care and leadership training towards us as wedding and honeymoon customers. Nevertheless, the management lacked empathy and customer quality assurance training and development, which made the end of our wedding and honeymoon experience a traumatic experience due to several factors of cross-communication among front-line employees and management staff. I.e. We were forced to leave ******** amid our honeymoon on the 14th when we were supposed to depart on the 18th. We gave several detailed email communications to Sunwing, Wedding Coordination, and Diamond Club Butler management to rectify this, as nothing was accomplished. Regardless, none of them met with us or took the initiative to find us accommodations at the resort or local hotel. We were left to sort the matters ourselves when it was an administrative error by the Canadian Wedding consultation department. We can still not speak or communicate directly or indirectly with our ******** Wedding representative, Michele S., who made a clerical error regarding this unfortunate mishap on our wedding and honeymoon trip. Please let me know if you have any further assistance you can provide to us, as our stay was unsatisfactory.

  Business response

  12/12/2023

  Good afternoon Ms. ******, 

  Thank you for contacting us through the BBB.
  

  We sincerely regret hearing of your experience. 

  We see that our Post Travel department is corresponding with you. If you have any further questions, kindly communicate with the Customer Relations Post Travel resolution agent on your ticket #******* as that is the appropriate avenue for complaint handling and they will provide response.

  
  Thank you for your kind patience and cooperation. 

  Sincerely

  Customer response

  12/12/2023

  
  Complaint: ********
  
  Dear: Sunwing Vacations, Canada
  
  I am writing to express my disappointment with the service I received during my recent experience with your business. [Please see the multiple email communication actioning my experience and ill-treatment by the ******** Negril, Jamaica]. 
  
  I am extremely dissatisfied with the way this situation was handled and the lack of accountability on the part of your business. My time, money, and effort were wasted due to the poor service provided by your several team members and managerial staff. I have made several attempts to communicate with your offices and have yet to receive a satisfactory resolution. 
  
  As a customer, I expect a certain level of service and professionalism from your business. Unfortunately, my experience has fallen short of those expectations. I am now left with a negative impression of your brand and I am hesitant to do business with you again in the future. 
  
  I hope that you take my feedback seriously and address the issue to prevent future incidents. I expect a prompt and satisfactory resolution to this matter. 
  
  Thank you for your attention to this matter.
  
  Positive Regards as we advance,
  
  ****** ******- ***********

  Business response

  20/12/2023

  Dear Ms. ******, 

  We regret your continued disappointment and for any delays in the handling of your file. 

  We have transmitted your feedback to the Customer Relations agent who is handling your complaint through ticket #******* and you will receive a response. 

  Should you have any further questions or concerns, please reach out to them directly as this is the appropriate avenue of complaint handling. 

  Thank you again for your patience and cooperation. 

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:I am extremely dissatisfied with the way this situation was handled and the lack of accountability on the part of your business. My time, money, and effort were wasted due to the poor service provided by your several team members and managerial staff. I have made several attempts to communicate with your offices and have yet to receive a satisfactory resolution. 
  
  As a customer, I expect a certain level of service and professionalism from your business. Unfortunately, my experience has fallen short of those expectations. I am now left with a negative impression of your brand and I am hesitant to do business with you again in the future. 
  
  I hope that you take my feedback seriously and address the issue to prevent future incidents. I expect a prompt and satisfactory resolution to this matter. 
  
  Sincerely,
  
  ****** ******

  Business response

  13/01/2024

  Dear Ms. ******, 

  We regret to hear that you are still unhappy with the response provided by our Customer Relations Department.

  We have transmitted your feedback to them and should you have any further questions, kindly communicate with the Customer Relations Post Travel resolution agent on your ticket #******* as that is the appropriate avenue for complaint handling.

  Thank you for your kind patience and cooperation.

  
  Sincerely

  Customer response

  17/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:I am extremely dissatisfied with the way this situation was handled and the lack of accountability on the part of your business. My time, money, and effort were wasted due to the poor service provided by your several team members and managerial staff. I have made several attempts to communicate with your offices and have yet to receive a satisfactory resolution. 
  
  As a customer, I expect a certain level of service and professionalism from your business. Unfortunately, my experience has fallen short of those expectations. I am now left with a negative impression of your brand and I am hesitant to do business with you again in the future. 
  
  I hope that you take my feedback seriously and address the issue to prevent future incidents. I expect a prompt and satisfactory resolution to this matter. 
  
  Sincerely,
  
  ****** ******
  
  

  Business response

  31/01/2024

  Good afternoon Ms. ******, 

  We sincerely regret hearing of your continued disappointment. If you have any further questions, kindly communicate with the Customer Relations Post Travel resolution agent on your ticket #******* as that is the only avenue for complaint handling. 
  
  Thank you for your cooperation. 
  

  Business response

  07/02/2024

  Dear Ms. ******, 

  Our record show that you have not communicated with our Customer Relation Department after the last communication that was sent to you on December 22, 2023 through your ticket *******. 

  We kindly refer to our previous response, no resolution is provided through the BBB. 

  Thank you for your understanding and cooperation. 

  Customer response

  16/02/2024

  
  Complaint: ********
  I am rejecting this response because:I am extremely dissatisfied with the way this situation was handled and the lack of accountability on the part of your business. My time, money, and effort were wasted due to the poor service provided by your several team members and managerial staff. I have made several attempts to communicate with your offices and have yet to receive a satisfactory resolution. 
  
  As a customer, I expect a certain level of service and professionalism from your business. Unfortunately, my experience has fallen short of those expectations. I am now left with a negative impression of your brand and I am hesitant to do business with you again in the future. 
  
  I hope that you take my feedback seriously and address the issue to prevent future incidents. I expect a prompt and satisfactory resolution to this matter. 
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  15/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good day, I'll provide a brief summary of our complaint but our entire complaint to Sunwing which will outline in detail will be uploaded. We booked a trip through the Sunwing website for July 25th returning Aug 1st, family of 4. We booked what we thought was a 4 and a half star resort. We were completely misled on the resort and we still have communications with the onsite Sunwing rep in Juan Dolio, Dominican Republic who can substantiate our claim. We were then moved to a 4 star resort where the trip got even worst. *** ****** ****** **** *** ********** *** *** **** *** **** ** ******** This has nothing to do with service or any other conditions that are out of control, this has to do with false advertising of a resort rated much higher than it really is. The onsite rep has moved families many times because of the same scenario. We work hard for our money and try to save to make some memories with our kids. This was not the relaxing family time we had hoped for. Sunwing is not taking responsibility, and of course, refused to refund any of our money. They offered as a gesture $150 each, for a total of $600, but this is completely unacceptable. I'm really hoping someone can help. I understand times are tough and maybe a full refund is not possible, but $600 is not acceptable. Thank you.

  Business response

  16/11/2023

  The business responded to this complaint but requested that their response not be published

  Customer response

  21/11/2023

  $600 voucher is not acceptable for false advertising.  As mentioned, a full refund isn't expected, but half would be appreciated when a misleading rating of a resort costs us over $6,000, a week off of work for my wife and I.** *** *** **** ***** *** saving money for a family vacation which was not as advertised is completely misleading, especially when the onsite rep moved without much argument.  But unfortunately for us and we were not told, we got moved to a 4 star resort.  If you can please do your best to help us, it would be greatly appreciated.

  Business response

  24/11/2023

  The business responded to this complaint but requested that their response not be published

   

   

   

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I'm going to reiterate, please read what I'm writing/saying below because you are clearly not understanding what we endured and this has become a very frustrating issue to deal with.
  
  
  We booked, what was advertised on the Sunwing website, a 4 and a half star resort for 1 week at the ******** ** ******* in Juan Dolio, Dominican Republic.
  
  
  Upon arrival at the resort, some questions entered our mine like the lack of security, no fences or security at the front entrance/gates, which there were no gates.
  
  
  We went into the hotel, which was an extremely small foyer for a hotel, the employees barely spoke english.  We received our room keys, went to the room, and the room was extremely dated. 
  
  
  We went to go get dinner and the buffet was maybe 20 ft long and that's being generous.  Most, if not all of the food was covered with small flies, similar to fruit flies.  We ate what we could, watched the evening show and then turned in for the evening.
  
  
  The next day, breakfast was not any better, same thing and very limited food selection to the point where we just had bread.  We went to the pool and the one thing we noticed, we were almost alone at the resort and I have a video for that if you care to see it.  I won't mention lunch, because it was much the same with the flies, and at that point we had enough and weren't going to waste our family vacation on what was clearly not a 4 and a half star resort.
  
  
  I called Sunwing Canada and spoke to a representative to tell them of our experience thus far and he said the Sunwing Onsite Representative would be the only one to help us.  This was also very surprising.  In another country, we had to hope that the onsite representative would be able to help us.
  
  
  The onsite representative, Jose R., met with us and he was very apologetic about the delay in meeting with us as he doesn't visit the ******** resort that often as most guests aren't from North America as he informed us.  And by the way, the guests that were there, did not speak english as I do like meeting and talking with people.
  
  
  We began explaining to Jose our experience and lack of quality in the resort and he understood and was surprised we were there because it wasn't a great resort at all, and he was even more surprised at what we paid for that resort.  He also told us that he has done this numerous times already for previous guests.
  
  
  He was helpful in that he said he would arrange to move us, but would need to speak to the hotels to start the process.  This all took another day, we lost 2 days here and unbeknownst to us he arranged to put us in the *** ****** (a 4 star hotel).  
  
  
  At first we were excited as we had heard good things about the Riu chain of hotels.  But that excitement quickly turned into a nightmare.
  
  
  That evening, my wife got extremely sick, vomiting and diarrhea, I was up all night caring for her and well into the day.  Unfortunately the next night my son experienced the same thing.  This was horrible.  Yes, I understand this sort of stuff happens, however when we went to the buffet a few nights later, we witnessed the chef cooking and handling cooked meat and raw meat with the same utensils.  We were left eating bread and dry cured meat (salami) for the remainder of the trip.
  
  **** ******** ******** ** ** **** ******  I don't think you understand what I endured, sleepless nights due to pain and severe itching.  I have been visiting the Caribbean for the past 28 years, most with Sunwing, and I have never experienced anything like what happened to my legs.  Please see how swollen my foot got.  And the pus coming from some of the bites.  We didn't leave the hotel or venture off the resort, we didn't even get to go on our excursion due to my wife and son getting ill.
  
  Does this sound like a 4 and a half star experience to you?  Does this sound like something you would pay over $6,000 for?
  
  We started this process the minute we got back on August 2nd.  Again, we have been customers of Sunwing for over 20 years, this is not something we do all the time if we didn't feel the complaint was warranted.  This wasn't a bad waiter or drinks taste bad, this is everything I just mentioned above.
  
  We originally requested a full refund, Nikoleta, you came back with a Sunwing voucher of $150 per family member which is a complete insult considering this has now gone on over 3 months and have tried to be reasonable. 
  
  We paid a total of $6,233 (Breakdown: 1. initial payment $5,260, 2. Excursion $522, 3. Payment to switch hotels $264 and 4. Transportation transfer cost $187)
  
  PLUS, my wife and I took a week off of work, my kids were looking forward to this vacation all year.  
  
  In all fairness, because I understand people need to get paid as well, I am asking for $4,000 back, and to show what loyal customers we are, we will allow it to be a Sunwing voucher to be used within the year.
  
  Nikoleta, I believe this is fair and I hope to hear back from you in a timely manner as this has gone on long enough.
  
  
  Sincerely,
  
  **** ********

  Business response

  08/12/2023

  The business responded to this complaint but requested that their response not be published

  Customer response

  05/01/2024

  We have not heard from Sunwing in regards to our complaint.

  Business response

  13/01/2024

  The business responded to this complaint but requested that their response not be published
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩