Sunwing Reviews 391

All good , for sure will travel again

Unresponsive and helpless, unprofessional customer service support at the travel agency, Sunwing. I wanted to book a trip for a family of four, seeking available occupancy at the all-inclusive resort we had in mind this week Monday. We specifically chose this resort because my friend and their family were also going there. I encountered issues when trying to book on their website, so I called the travel agency directly. I discussed the issue of not being able to book a vacation for four people, and the representative also encountered the same problem when trying from his end. I was unhappy with this misleading information. When I asked to speak with a supervisor, my request was ignored, and the representative said he would send a request to the resort and follow up within 24 hours. I received an email confirmation about my request, but I didn't get a response until I called back FOUR days later. The representative apologized and assured me I would receive an update that same day. He mentioned that the resort had not responded to the request and that they were not permitted to contact the resort directly, which came off as careless and unprofessional. About an hour later, I received an email stating that my request had been completed, and I was instructed to call customer service again. When the service representative answered, I provided my case number, and the woman responded, "Your request is denied." She then asked if there was anything else she could assist me with. The staff was very unprofessional, helpless, and careless. I am not at all satisfied with their service. I have been using Sunwing for over 10 years, and this was the worst experience. The representatives at the resort are absolutely interested in providing the best service and happily expressed their wish for us to continue using their services, a stark contrast to the call centre at Sunwing.

We had the worst experience ever with Sunwing, a group booking which when we arrived at destination, we were booked into different resorts. This should have been communicated before departure so we could make other arrangements. Struggled for 2 days to get our group together with very little help from Sunwing. Also no transfers back to airport, and nobody to assist, had to get our own taxi and pay for it. Also delayed flights. This is the worst tour operator out there.

Sunwing has got to be the most unorganized, unprofessional service we have ever encountered. We spent all day at the airport. We boarded and then disembarked twice and then were told we would be taxied to a hotel for the night and would leave the next day. We paid for a 7 day holiday and got 6. Then told we will not be reimbursed for our time and money lost. We will NEVER fly with this mickey mouse outfit again.

The terrible thing about Sunwing is they always have send you to someone else when there is an issue then you have to start over with customer service

When you pay for a 7 day vacation you should get 7 days. Not with Sunwing. The delays that turned into a lost day are the result of Sunwing operating without enough resources to overcome operational issues. Translation: Sunwing does not have extra aircraft to accommodate maintenance problems. Instead of being refunded for the lost day Sunwing has decided the customer should get nothing. Is this how the company pays for Andrew Dawson's bonus? Promote and sell 7 day vacations and then provide 6. Call it fraud, call it bait and switch, call it criminal because that is what it is. This scenario is happening on a regular basis. And now this stain is going to splash onto Westjet because they own this circus. There should be an option to rate Sunwing as zero stars.

Booked an all inclusive in cuba... not told hotel was operating at 10% capacity... therefore... 24hr buffet.. only open for 3 hrs a day for breakfast only... a la carte... 4 in total... only one open at night.. disco.. not open all week. 2 days no hot water.. no communication regarding anything until ur trapped there.. we paid for an upgrade ahead of time.. others got it for free due to the hotel issues.. all pools were dirty.. sand.. leaves..which we cleaned out of the pool. I know some of these are hotel issues.. my point is.. no communication ahead of time.. saying anything.. and we paid a decent amount and got way less then what we paid.

Recently travelled to Mexico, the flights were slightly delayed both ways but that inconvenience was outweighed by the superb service we received with one of our travellers requiring accessibility assistance.
Help was provided immediately we arrived at our departure and destination airports and beyond. We were impressed. Thank you

The planes are so old - no phone charging ports, the sunwing app has no entertainment, complimentary service is the standard water, coffee, tea and soft drinks however they run out of items quickly (and were very dismissive and un-apologetic about it). Also a heads up that they do not provide any complimentary snacks (pretzels, cookies) like all other airlines. There was one flight attendant who was a manager who was very kind and deserves recognition for sure!
Hopefully now that WestJet owns them this will improve and come up to the standard of other similar airplanes like porter and Air Transat. It was disappointing because the quality of the flights were so unexpected compared to all other airlines we’ve flown. I’m d recommend any other airline if you have a choice.

The Sunwing representatives outside SJD airport were not very organized with hotel transfers.
They did not have buses or shuttles ready to take us to the hotel.

There were many orange-colored Sunwing Rep's, however none could tell us when our transfer would arrive.
We were first told to near wait near the outdoor bar and stood there for 10 minutes.

We talked to a Rep again, that person then told us to wait at a second location close to the buses. We went and waited there for for a good 20 minutes before we inquired again. That Rep told us to go wait at another spot about 30 meters away. At this 3rd spot, we inquired again and also didn't receive an ETA. Finally, a kind mature Sunwing rep apologized for the delay and begun arranging a shuttle for us.
Our shuttle came are 4:46 pm, this was 2hrs after we deplaned at 2:45pm which meant we waited over
1-1/2hrs at the airport to get a hotel transfer.
This is very poor service and really puts a dark spot on the whole vacation package.

In all, since the time we landed at 2:35pm until the minute we got to our hotel 6:00pm is about 3-1/2 hours. (210mins)

It really doesn’t appear that hotel transfers were organized or even pre-planned. There were no dedicated ground transfers to the hotels for the Sunwing guest.
It seems like hotel transfers was done on the spot as the guests walked out the airport. So you could be waiting for well over an hour for shuttles to return back to the airport from the earlier pickups. And that’s what it seems like we were waiting for. And since the hotels were 40 minutes away, you were waiting that much time plus whatever traffic congestion.

Moving forward, Sunwing/NexusTours should improve the hotel transfers. They could pre-book shuttles and have enough available for Sunwing only guests when they exit the airport.

Recently had a very poor experience with Sunwing. First we had some issues and time wasted with my original booking cancelled by airline for fraud prevention. Then, we experienced a glitch in our booking page confirming very clearly we both had 1 checked luggage included in our fare, but we were asked 70$ both ways at the airport...

RIU Rude Ignorant Unorganized
RIU Republica is Adults only, but beware this is Spring Break type adults, Gen Z and young Millennials, all there to get drunk, scream, and be self absorbed with their own photos and vids (all good if that's your thing). The food is terrible, no taste, over salted, over cooked, no real care. The service is awful, and they just don't care about anything as they ask for tips! The Hotel is falling apart, not one ice machine works, the elevators are constantly broken, the public toilets are constantly flooding, and there is little sign of any maintenance. The tour Guide meets you at the Airport and you never see him again. Line ups are constant, as very few employees speak English, and any processing including check-in is very slow. When you check in they tell you the Sunwing Room shown is not the room you get as most of the rooms are two beds, so they try to negotiate an increase or upgrade, or make you think you are being catered-to, so they get a tip. The weather was great, the beach was great, the pools without swim up bars were great and we made the best of it, but with probably some of the worst food and service we will never go back, and suggest to others you rethink your options!

Cuba vacation sélectrum family resort
What a beautiful hotel and location
The buffet had a lot of selection
Staff was courteous and helpful
Different programs every night
From dancers to live bands
Kids enjoyed kids disco every night
It exceeded my expectations
I will definitely be booking another family trip with Sunwing

My current experience with Sunwing was really bad. I had booked an all-inclusive vacation to Mexico and could not go due to expiry for my travel documents which I realized a night before the travel. It was a big amount and I do realize it was my mistake and when I called the company for any support they could offer the answer was a no. We did not use the flights or hotel and even then out of 5000 dollar we spent the company did not even refund half the trip amount to compensate. It was really disappointing to transact with a company with no human feelings. Never going to book my travel through sunwing for sure. Life happens and any of us can be this situation but this company was least helpful.

If there were 0 stars available, we would have chosen that rating. Bear with us if you do not want to have this particular bad experience. Obviously the bad reviews have been removed from the Kore Tulum website and ours will no doubt disappear as well.
We have travelled to 33 countries in 40 years and the Kore Tulum stands out as the worst property we have ever visited. We travel with a sense of humor and an open mind, but this one took the cake. It was touted by Sunwing (Westjet) as a special offer of only $4648.00 US per couple rather than over $9400.00 US - the usual price. Sunwing indicated we would have a "luxury garden view", all inclusive, "international a la carte cuisine" and entertainment. It had NONE of that. When we arrived at 10:00 p.m. there was no food and not even a cup of coffee available. (There was ONE cup in our room, so I guess we could have made one cup). The room was fine (and the cleaning staff were good, working within the limitations they had of towels with shredded edges and old style sheets that slid around the bed). We took towels off the laundry carts when available. We went to the phone the day after arrival to indicate the TV wasn't working, only to find the telephone didn't work either. And our "luxury garden view" from our ground floor patio was a dump area for old equipment, bottles, cardboard and when the decrepit fence around it fell down - a multitude of other junk. Nice view. We managed to maintain our sense of humor HOWEVER, of the 30 meals we consumed in the 5 days...only 2 were edible. That was the end of our sense of humor. One day you order a fried egg HARD, and you emphasize HARD and knock on the table, with "Mexican pastries" (which are little hard buns). And one day we got that. The next time we got 2 eggs running all over the plate with a blob of quacamole and 2 taco chips stuck in it. The "beef filet" was skirt steak or flank steak- inedible. The "international" dish of fettucine alfredo was loaded with curry, or some Mexican spice like curry - Inedible. The "pancakes and syrup" were edible but they HAVE no "syrup" and no concept of what it is. The "hamburgers” are a strange kind of mushy meatloaf - edible but awful. Of the dishes offered each day (which were few except for “Mexican Night”) at least 3 a day the waiter would point out that they "no have". We could go on about the food- but won't. 3 of the 6 hotel towers were decrepit with broken windows taped, and there were holes in almost every roof . There is NO entertainment unless you count some of the waiters singing. 2 of the 5 days there was metal cutting on metal in the dump "view area" of our deck. It was deafening and went from 10 am to 5 pm. We counted approximately 40 people there that week and almost as many employees. You do the math. This place can't possibly be profitable in our opinion. So what is it?
We blame Sunwing for not checking/verifying the property and continuing the charade with what we consider to be misleading advertising. The result? We will not return to Mexico or book another trip with Sunwing/Westjet.

No customer support

Do not travel with them

I did not like the fact that we flew into Cuba and arrived around 10 am and our room was not ready till 4pm.I realized check in was at 4 but the resort was probably 40% to capacity and you tell me that they could not find a room for a couple ( we were the only couple on the bus to the resort )Totally unacceptable .Sunwing should communicate with the resort on earlier flights.We were not offered a room to get changed nor beach towels...etc.They told us to sit and wait till our room was ready.

My recent experience with Sunwing and the RIU Guanacaste resort was nothing short of appalling. What was supposed to be a dream family vacation turned into a nightmare due to substandard accommodations, poor customer service, and severe health and safety concerns.

Upon arrival, we discovered our room had not been properly cleaned—the pillows smelled of sweat and perfume, and one even had a blood stain. Despite repeated complaints, only some were replaced, leaving dirty pillows in our room for the duration of our stay.

The resort was overcrowded due to oversold day passes, making it impossible to enjoy the facilities. We had to wait in long lines for meals, and the so-called "gourmet" dining options were unavailable for days. When we finally got a reservation, the service was appalling. My son was served Fanta in a chipped glass with sharp edges, and on another occasion, he was served raw chicken—completely unacceptable for a 5-star resort.

The lack of basic hygiene at the resort was alarming. Sanitizer dispensers were empty throughout our stay, and the poor food quality and unclean surfaces likely contributed to my son falling ill with strep throat and ear infections. The on-site doctor caused him significant distress with her handling, leading us to seek alternative care elsewhere. The ordeal extended our stay, resulting in substantial additional expenses.

To make matters worse, Sunwing offered minimal compensation and failed to address my concerns adequately. Their communication was dismissive, and it came to light that they shared my son’s confidential medical records without consent—a gross violation of privacy.

This trip, which took us three years to save for, left us with debt, stress, and bad memories instead of joy and relaxation. I cannot recommend Sunwing or the RIU Guanacaste resort to anyone seeking a quality vacation.

Avoid at all costs.

If I could rate Sunwing a 0 I would. I recently bought vacation package from them, As soon as I purchased I called to cancel and they only gave me a voucher. Okay sure a voucher is good -I thought , ya no they don’t help you rebook. They are so incompetent rude and treat customers like we are some animals. I simply asked them to find my a 5star hotel so I can use my voucher and they went ahead and found me a 2 star hotel and didn’t tell me that they double charged me for my transportation when it’s already included. This horrific experience doesn’t end. But let me get to the best part. They told me they have saved me a hotel in a 5 star hotel just for them to call me
Back and say sorry no flights. Excuse me ?? Now my family cannot go on a vacation and they wasted my time. I have no nice words to say about this company. No manager wanted to speak with me, I was speaking to people who don’t know the English language and that can’t comprehend basic information. This is a money grab. They are so quick to take my money but when I want a refund they hold it tight and won’t give it back. DO
YOURSELF A FAVOUR AND AVIOD THIS COMPANY FULL OF NON EDUCATED WORKERS.

The resort I chose was advertised as adults only and had deceiving details like 9 restaurants and 12 pools but no mention of only 1 restaurant and only 1 pool being adults only. The resort entirely was NOT adults only - there were children in the areas that were “adults only” and nobody enforced the rule. The beach that we were promised would be adults only had children passing by and playing in the sand and after complaining on here, we were told that it’s a public beach and nobody can enforce it. So why is it being advertised as adults only?? Why are you promising something that you cannot deliver on? The hallways that were supposed to be adults only had children running down them screaming, which we could hear from our room. We paid ~$300 extra each for the adults only feature only to be essentially scammed.

Our concerns have not been taken seriously and I feel our complaint has been disregarded. I will continue to let everyone know how my experience was and will list all the shortcomings of both Sunwing with its deceiving false advertising and the resort for its lack of accountability. You both throw the blame back and forth with neither one accepting any responsibility. It’s a real shame because the people working at the resort were great and this is not reflecting of them at all.

Your services are horrible and you are dismissive when I have submitted many complaints, including photo evidence that the adults only beach had kids on it, as well as the completely ignored 6 hour flight delay that you so conveniently denied the claim to. I will continue going above your head and follow up with my claim to the Canadian Transportation Agency to hold you accountable. Never again, Sunwing. Never again.

The compensation should be coming from you, Sunwing. Not the resort. I expect compensation for the first lost day DUE TO YOUR 6 HOUR FLIGHT DELAY. I expect compensation from you, Sunwing, for the deceiving details posted on YOUR WEBSITE. The people need to be warned that this is absolutely NOT adults only.