Sunwing Reviews 391

Sunwing has terrible customer service in Cuba. They will do absolutely nothing for you in fact they go out of their way to make things worse. Landed at a terrible resort in Cuba Grand Aston Varadero. I had to sleep with All my clothes on plus 2 blankets and it was still COLD in the room the entire night. Bed mattress was in terrible condition and it took 2 days to get another room. This hotel was also recommended by Sell Off Vacations. I have been to Cuba about 8 times and this was the first time with so many issues not being resolved.

I have travelled with Sunwing multiple times over the past five+ years and considered myself a loyal customer. Unfortunately, my most recent experience showed me that loyalty and compassion mean nothing to this company.

I purchased trip cancellation insurance that allowed cancellation up to three days before departure. Two days before our trip, my elderly father was suddenly admitted to the hospital. Doctors advised our family there was a strong possibility he would not survive. Faced with the very real chance of a medical emergency or death while I was out of the country, I contacted Sunwing and pleaded for flexibility.

I did not ask for a refund. I simply asked for a credit toward future travel, given the extraordinary circumstances.

Sunwing refused. Repeatedly. No empathy. No discretion. Just “policy is policy.”

I ultimately cancelled the trip and absorbed the full loss. Three days later, my father passed away.

What is most disappointing is not the money. It’s the complete lack of humanity. Sunwing could clearly see my booking history and long-term patronage, yet chose to hide behind rigid rules instead of offering even the smallest gesture of compassion.

Travel companies like to market themselves around “care,” “family,” and “peace of mind.” When it mattered most, Sunwing delivered none of those things.

I will never book with Sunwing again, and I strongly caution others: if life throws you an emergency, do not expect empathy, only fine print.

Wife had trouble with passport couldn't get through to any one.relize passport our problem but customer service sucked or lack there of

They suck. Booked exit row for 6 people , to Cancun, got zero. Almost no food on the plane , zero hot food. Came around 2 times with drinks on a5 hour flight. Delay after delay after delay . They do not care about their passengers.

They gave someone else our seats and did not tell us, spent 3.5 hours on phone to realize what they did, good thing I tried checking in 34 hours before our flight, because they moved us to the following day, glad I did not drive that far to airport for nothing, that would have been even worse. then the following day, tried to check in and they tried to charge me for 3 checked bags, when it was suppose to be free, spent another 2.5 hours on phone to correct my checked bag issue. Because they did not notify me of the changes, I was not able to get a rebate and change my parking situation, so that's another $30 I lost, then wasted another half hour at parking because the ticket did not match the times I originally paid for, 6.5 hours of my life I will never get back, they offered me no reimbursement at all for the day that we lost, our flight was not canceled they just put us on a flight the next day instead without even telling us, like I said good thing I checked in online and not at the airport. and let's not even talk about the huge argument I had with my wife about them screwing our vacation up.

Westjet owns SunWing. I booked an all inclusive through them and it was terrible. Much worse than they made it out to be in the description and photos. Loud, run down party place that smells of sewage. First room was very loud, dirty and in rough shape with very uncomfortable beds. They were able to move us to a different room about as far away from the party as we could get and could still hear it, the beds weren't any better, the shower was slightly better but the drain was plugged. We originally booked 2 weeks there through sunwing (don't ever go with them) We stayed for 4 nights, payed more to book a new flight home and tried to make it through another few nights. We woke up the next day and couldn't take it anymore and left. Big waste of money. Won't be getting anything back.

Troy Wedderburn, the guest experience manager in Jamaica is great. He replies swiftly, is very kind, and helped make our poor situation into a great outcome. Thank you for what you do.

No communication from them when the flight was cancelled at 1 am and we had to get off the plane. I was not informed of when we would leave or who to contact. The nexus rep did not respond to any of my queries so we just followed the other passengers while we were herded into buses and sent to a resort that was old, musty and had terrible food. Still no communication from sunwing so we took a taxi to the airport the next day when we finally got an email that our flight was leaving and waited seven hours there as that flight was delayed. I will avoid westjet and never trust sunwing but lesson learned.

Most demonic company... Try Expedia or any other company instead of Sunwing. 4 of the 5 customer service reps are rude and incompetent and outright nasty. They do not have have an internal escalation process. Mirza lied in her emails. The president Andrew Dawson, does not respond to customer emails. Most horrible company I every dealt with. Please do not use Sunwing.

Despite having a confirmed Sunwing return itinerary, I was told at check-in that no return ticket existed for me, while the rest of my group of 11 checked in without issue. I have Ménière’s disease and am hearing-impaired, which was disclosed at booking, yet I was left alone in the terminal without support and forced to rush to the gate once the error was fixed minutes before boarding. I also lost my medically selected seat, and no accommodation was provided by staff. Extremely stressful and unacceptable experience.

Very disappointing experience.
We booked a vacation package with Sunwing to Decameron Isla Coral in Guayabitos, and unfortunately, our experience was very disappointing.
The resort advertises a buffet and two à la carte restaurants, but this is misleading. The so-called à la carte option was actually just the beachside snack bar, and reservations had to be made one week in advance. Since our stay was only one week, it was impossible for us to book it at all. Calling this “à la carte” is simply inaccurate.
The buffet was extremely poor. There were very few food options, and the quality was bad across the board. Most dishes were overcooked, tasteless, and there were no proper salads. Even their “famous tacos” were honestly terrible. Desserts were almost nonexistent—when they did have some, everything was placed on one single dinner plate for the entire hotel. Once it was gone, it was gone. On several days, there were no desserts at all.
Because the food at the resort was so bad, we were forced to eat out every single night, which significantly increased our expenses and defeated the purpose of an all-inclusive vacation.
The drinks were not that bad. There were three bars, plus one at night, but availability was inconsistent. Some drinks were not available every day, and if ingredients ran out, it could take 2–3 days to restock. For example, one bar had no tonic, another had no gin. At one point, a bartender tried to serve vodka when I ordered a gin and tonic and insisted it was the same.
The resort also advertises two pools, but there is actually only one.
The entertainment was horrible as well. During the day, there were only a few short games at the pool, and in the evenings the “entertainment” consisted of auctions and karaoke, which was very repetitive and unprofessional.
The only real positives were the natural surroundings. The mountain views are beautiful, and the beach itself is nice, which is thanks to the location—not the resort.
Overall, this resort does not live up to its advertising, especially when it comes to food, amenities, and entertainment. We would not recommend this package unless major improvements are made.

Royalton Splash Punta Cana failed to deliver a pleasant or family‑friendly vacation experience, and the overall value felt far below what we paid.

Overall stay:
-Luggage delivery was disorganized both on arrival and departure, even for Diamond Club guests, and we often had to collect bags ourselves.
-The resort feels more focused on upselling Diamond Club and extras than on offering a consistent all‑inclusive experience for all guests.

Family environment and safety:
-Smoking was widespread around the pools despite rules against it, and staff did nothing when we reported it, exposing children to constant secondhand smoke.
-Walkways and stone surfaces became extremely slippery when wet, creating a serious fall risk for kids and anyone with mobility issues.
-An arcade promoted on the website simply did not exist, disappointing our children.

Food, drinks, and service:
-Food quality varied, with buffet options repetitive and sometimes not matching menu descriptions.
- Room service regularly took around 90 minutes.
- Diamond Club restaurants offered noticeably better food, but non‑members had to pay extra, which undermines the idea of an all‑inclusive stay.
- Snack options during the day were limited and repetitive, and the water park served only drinks, not food.
-Service was inconsistent and often unfriendly, and the app required for à la carte reservations did not work, forcing us to go through concierges.

Sales pressure and tourist treatment
-Concierges repeatedly pressured us to attend a “promotional breakfast,” which turned out to be a membership sales pitch rather than a special guest experience.
- Many onsite and airport purchases felt exploitative, with everyday items and local products priced very high in USD.

Airport and final impression:
-At La Romana Airport, a sealed bottle of Mamajuana medicine we bought legally was confiscated without clear explanation, even though the same product was being sold past security.
-Staff showed little initiative or willingness to help resolve the issue, mirroring the lack of hospitality experienced at the resort.
-Despite a good coffee shop, an enjoyable kids’ club, and a fun water park, the overall experience in the Dominican Republic and at this resort was negative, and we would not return or recommend it.

I travelled with a group of 32 people on a Sunwing vacation to Melia Jardins del Rey in Cayo Coco, Cuba. Half of us (16 people) have since filed formal complaints, and every single one was rejected by Sunwing, who told us the conditions we experienced were “acceptable.” We were even told that any mold exposure was our own fault and not the resort’s, which is outrageous.
One child in our group became seriously ill after the trip and was diagnosed in Canada with typhoid fever and salmonella, believed to be linked to contaminated water at the resort, including what appeared to be a refilled bottle of water handed to us by buffet waitstaff. She was hospitalized in Canada for five days and, under the direction of infectious disease/public health, has been ordered to stay home for an additional week.
The resort conditions were completely unacceptable. There was no hot water in the rooms, visible mold on walls and ceilings, and a strong musty smell. Basic items like toilet paper, towels, and extra blankets were refused or extremely difficult to get, even with multiple requests, leaving families without enough supplies to shower properly or stay comfortable. There is also no proper lighting in many of the hallways, making it extremely dangerous to walk at night.
On top of the child’s hospitalization, others in our group suffered severe traveller’s diarrhea, and one person developed a serious lung infection suspected to be related to the mold exposure. Several people needed urgent care and are still not well even after the Christmas holidays.
Sunwing has offered no meaningful help, beyond form responses and blanket rejections of our complaints. For them to call these conditions “acceptable,” deny responsibility, and even suggest the mold exposure was somehow our fault—despite how many of us became seriously ill— is shocking and heartbreaking.
I would strongly warn other families—especially those travelling with children or anyone with health issues—before booking with Sunwing or this resort. Our “dream” trip became another trauma we’re still dealing with, both medically and emotionally.

My flight was scheduled to depart yesterday at 3:45 PM. I arrived at the airport at 12:40 PM, which was the required baggage check-in time. While I was already at the airport and waiting, passengers were informed that the flight was cancelled. No prior notice was given. We were told to go home and wait for updates.

After that moment, there was no communication at all from Sunwing — no email, no explanation, no rebooking details, and no guidance on next steps. I waited the entire day and received nothing.

When I started calling for assistance, the experience became extremely confusing and frustrating. I was given contradictory information by different agents. One Sunwing agent transferred me to WestJet, where I waited on the call for over five hours, only to be transferred back to Sunwing.

Sunwing repeatedly stated that there was “no issue with the package” and that the problem was with the flight because it was operated by WestJet. WestJet, on the other hand, stated that because the reservation was made through a third party, they could not assist me. This resulted in being sent back and forth with no resolution.

At no point did I receive a written rebooking confirmation or an updated itinerary. I was verbally told at different times that there might be a flight the following day, but no email or official communication was ever sent. I was later told that any replacement flight would keep the original return date, effectively reducing my multi-day trip to one day, which is not reasonable.

Over multiple calls, I received conflicting answers about refunds, responsibility, and next steps. One escalated call was ended without resolution.

This entire experience was marked by lack of communication, lack of accountability, and poor coordination between Sunwing and WestJet, leaving me without clear answers after a cancellation that occurred at the airport itself.

I am now requesting a full refund due to the cancellation and the absence of any reasonable or clearly communicated alternative. Based on this experience, I would not recommend Sunwing, especially when issues arise and immediate support is needed.

Sunwing ignored us at our vacation in Mexico despite serious safety and hygiene issues with our hotel. Rude representatives in Mexico, they will yell and/or hang out on you. Stay away.

⚠️ PARENTS & FAMILIES — PLEASE READ BEFORE BOOKING GRAND MEMORIES HOLGUÍN ⚠️

We stayed at Grand Memories Holguín, Cuba from Dec 23–30, 2025, booked through Sunwing.
This was supposed to be a family vacation. Instead, it became a health and safety nightmare that we could not escape.

I am posting this publicly because no one helped us, and families deserve to know the truth before they book.

🚨 WHY WE COULDN’T JUST “LEAVE”

Because I know people will ask.

We immediately tried to leave.

We called Sunwing asking for the next available flight home

We were told all flights were full due to the holidays

We tried to book separate flights on our own — no availability

We contacted other hotels in the area — no availability

We were stuck, with two children, in unsafe conditions

We were not staying by choice.
We were trapped at destination with no way out.

❌ WHAT WE EXPERIENCED (FACTS ONLY)
🚨 IN THE ROOMS (TWO SEPARATE ROOMS IN OUR FAMILY):

Cockroaches in BOTH rooms

Cockroaches INSIDE the mini-fridge where food and drinks were stored

Visible mold in the bathroom

Broken / loose shower floor tiles (serious slip & injury risk)

Air conditioning did not work for the first 2 nights

Room phone did not work

Pillows with visible blood stains (this is a biological health risk)

My children (ages 8 and 10) were terrified to sleep.
They were afraid cockroaches would crawl on them at night.
No parent should ever have to see their child afraid to sleep on a paid vacation.

🚨 RESORT-WIDE CONDITIONS:

Public washrooms with NO toilet paper

Urine on bathroom floors (men’s & women’s)

Buffet lines 30+ minutes

Buffet AND à la carte restaurants ran out of food and beverages

Juice unavailable for kids on multiple days

Two full days with NO working elevators

📶 WIFI DID NOT WORK (EVEN THOUGH IT’S ADVERTISED)

We were forced to buy mobile data just to function and try to get help.
➡️ Our phone bill was $253.18 because of this.

❌ WE REPORTED EVERYTHING — NOTHING WAS DONE

We spoke directly with:

Omar, the Sunwing resort representative

Letsia

Despite reporting cockroaches, blood-stained bedding, mold, unsafe rooms, and children being affected, nothing was fixed and no help was provided.

⚠️ THIS IS NOT “BAD SERVICE”

This is about health, hygiene, and child safety.

I did not pay thousands of dollars to live in conditions that felt closer to an emergency shelter than a resort.
There is NO excuse for:

Cockroaches in food areas

Blood on bedding

Unsanitary washrooms

Running out of food at an “all-inclusive” resort

🚨 FINAL WARNING TO FAMILIES

If you are traveling with children, PLEASE think twice before booking Grand Memories Holguín.

We were stuck, during the holidays, with no flights, no hotels, and no help — in conditions that were disgusting, disturbing, and unsafe.

I am sharing this so other families are protected and can make an informed decision.

If you’re a parent reading this — imagine your child being afraid to sleep because of cockroaches, and you having no way to leave.

That was our reality.

Our flight was cancelled last minute , sunwing did absolutely nothing to help inform us of what to do or what our options were. Ruined my son’s bday and new years. They don’t care about their customers will leave you on hold for hours. They could care less about how mismanaged their company is and how poorly they treat you. They will give you a generic response and leave you with a disaster of a vacation for you to resolve on your own. Even if they cancel their flight last minute they will not refund your money until you spend hours on the phone and file a claim.
Absolutely ridiculous. Terrible company please save yourself and do not choose any of their packages!

Ignore every good review if you want an actual honest review. Let’s start off with the fact that this resort is clearly NOT as advertised! My family and I had to request a whole different room because our original room was terrible, it felt old and uncared for, the mirrors were stained, the paint on the walls looked old, and I couldn’t even use the Roku express I bought because the HDMI port for the tv was broken. After we made a complaint we finally received a new room which wasn’t much different. Moving onto the wifi, if you know you’re going to go there to use your phone THINK TWICE because the internet will cut out every few minutes which will start to annoy you. If you think the beach will save this resort you are completely WRONG. There are jelly fish in there ocean that stung me and left marks, now your probably thinking “they will obviously make up for it with the pool” you are half right and half wrong, although the pool is big and nice don’t let that fool you into thinking it’s warm, if your like me looking to chill in warm water your out of luck, because the pool water is still cold. In addition to this review, the restaurant doesn’t even have a wide variety of food compared to the other resorts I’ve been too. I am very disappointed in this resort because of the, improper maintenance, the unusable ocean, and there not being a wide variety of food.

Avoid Sunwing Vacations like the plague. Worst travel experience I have ever had.

We booked our hotels through Sunwing Vacations. The hotel was changed last minute to another hotel, but we were promised equivalent rooms. We were then placed in a heavily downgraded hotel room. The Hotel Sunwing Vacations representative told us that they would fix the issue and that we would be contacted two or three hours later. Eight hours later, we were yet to be contacted. We then called the Sunwing help line. The first agent we spoke to said that they had escalated the issue and that a team would contact us within a few minutes.

To no one's surprise, no one contacted us. We then called again 45 minutes later, only to be told that we had to resubmit our request for support through a different portal, despite them letting us know that they had the full file and the entirety of the history. We were told that we would be contacted 30 minutes after submitting the report.

We then submitted the report as per the agent's instructions, only to receive no call after the allotted time. We called back only to be bounced around between an agent that picked up but would not speak (though we could hear their TV in the background...), two agents that consistently could not hear us, and an agent that hung up.

The social media team will likely reply to this with some silly little remark about how they are trying to improve the service. Stop trying and just do it. Almost 12 hours later and we have yet to receive adequate service. Even a refund would be great at this point, as the room we are currently in would cost about half of the originally booked room.

If you do not want to spend your vacation calling Sunwing only to receive negative support, then save yourself and book with someone else.

I stayed at Iberostar origin laguna azur for the second time.
My first time in Cuba in June picked this resortbin random ,I wasnt disappointed.
The resort is amazing but it s the people that brought me back.
I m certain thst every resort is similar with great beaches ,however,the staff at Iberostar were so kind,very helpful and always with a smile on their face regardless of the challenges they face daily.
The most important mention is the well managed entertainment group
The dancers are amazing with Daryon being an exceptional dancer.He certainly stands out!
The events are daily that creates a very positive vibe.
I will most certainly return yo the same resort next time.
I will