Business Profile

Tour Operators

Sunwing Vacations Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tour Operators.

Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Sunwing Vacations Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

190 total complaints in the last 3 years.
51 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:08/01/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 08/01/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 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
Date: 13/01/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 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
Date: 31/01/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 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
Date: 07/02/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 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
Date: 21/02/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 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
Date: 05/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 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
Date: 21/03/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:12/12/2023
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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
Date: 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 Answer
Date: 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
Date:15/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 16/11/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 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
Date: 24/11/2023
The business responded to this complaint but requested that their response not be published

Customer Answer
Date: 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
Date: 08/12/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 05/01/2024
We have not heard from Sunwing in regards to our complaint.
Business Response
Date: 13/01/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:15/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi. I was issued a voucher worth $150 to use towards my trip, all terms and conditions were met, I did everything in the step by step instructions, but they still refused to honour it. There’s 4 ppl who are going $150 X 4 is a lot of money. I really hope you can help. My travel agent also tried and was denied. *** **** ** ******* ******* **** ***** ******** ************ ******* **** **** ******* *** *********
Business Response
Date: 15/11/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:08/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** * ****** **** *****
My golf clubs were lost / misplaced for 5 of the 7 days that we were on holidays.
When I finally received my clubs I went to the course to play, I asked the caddie for my driver and it was gone. Then I asked him for my 9 iron and it was also missing.
I have contacted Sunwing and filled out forms that they sent me however they will mot return my emails. I have emailed them at least 10 times.
Business Response
Date: 09/11/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 14/11/2023

Complaint: ********

I am rejecting this response because: They have not addressed the loss of my 2 golf clubs.This has been going on since Feb of this year. I have sent them at least 10 emails with no response from them.

Sincerely,

******* *******
Business Response
Date: 24/11/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 27/03/2024
Last year I had sent you a complaint regarding the loss of golf clubs. BBB contacted Sunwing and they told me that I had to get the paperwork notirized, I sent them that document, then I was told that I must sign the release document, once received they would immediately send the refund. This document was sent to them on Jan 27 24
Business Response
Date: 31/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 06/04/2024

Complaint: ********

I am rejecting this response because: Sunwing agreeded to pay for the 2 clubs in question 10 days after receiving the Notorized paperwork and the release form, both of which have been sent to them a number of times without any response.

Sincerely,

******* *******
Business Response
Date: 10/04/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:25/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Have already sent you a complaint about this company. Today I received an email from a so called travel agent thanking me for booking a trip which I did not do. **** **** ** ********* ** ** ******** ******. I am worried about the possibility that they might have my credit card information. It’s strange because I can’t find my name on the travel sheet but it did come to my email address. I am confused about it
When I went to my room, I realized that the patio door did not close properly, nor it be locked. The room was advertised as Garden view. It was disgusting and didn’t have even one flower. I changed rooms. After tipping the border the first day on the second day, he came back to me, and I said I wasn’t tipping. He walked away. The front Dess said I should not have done that if I gave him the day before $10. I got food poisoning and had to go to the Doctor who gave me antibiotics. I also had a cold so he gave me cold medication. I arrived at the Jamaican airport to find out that my luggage is still at the hotel. I had to take a cab there and back. I gave the cabbie $80. Upon our arrival to airport, the cabbie didn’t help me out but rushed to the Sunwing Rep. & gave him $20. The Rep. said that the Caddy is good & do you use this all the time. Is that good racket going. I was charged for my single bag carry-on which is supposed to be free. I put a down payment of $250 towards the holiday again Montego Bay should I was supposed to get back when I checked out. With my memory, I did not remember to ask about this, but at the same time the desk never mentioned it. Upon arriving in Toronto there was a shuttle that was supposed to take our group to a hotel. The shuttle went by twice. I couldn’t read the bus information saying where their destination was because the one for me raised by us. After 2 1/2 hours I took a cab to a hotel at a price of $55. This was not the hotel that’s included in the package. I can’t recall the price. I will have to look it up and send it later. The fellow that was with me in the wheelchair sonic going to my purse and said if you want to chat me, I will tell you when. He excepted the tip while we were in an elevator. Cancellation insurance is a joke. I miss the flight to pay for another flight. I’m sure there are lots of other incidents, but I was stop here. There’s one more thing I definitely want a resolution for this.
Business Response
Date: 19/03/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:25/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** ******** **** ******, Jamaica. Myself and thirty two other guests attended a wedding that took place on September 16th on your resort. Our stay was from September 12 to September 19 Despite making reservations well in advance and confirming the details multiple times, there was significant confusion upon our arrival regarding room assignments and reservations. Some members of our group were forced to wait for hours before they could access their rooms, with some even being assigned a room with a single bed instead of two(which was requested). As you’re aware, Jamaica has had one of the hottest summers this year, and with guests arriving at the resort very hungry, thirsty and hot-they had to wait to get into a room to shower and freshen up. We were made aware of renovations prior arriving, but not before it was too late to lose our deposit if we decided to move to a new location. We paid the full premium price for half a resort and only half of the amenities. The ***** **** portion of the resort was closed off due to renovations for the ******** for Fall 2023. Our options were limited, and this was deeply disappointing. The wedding arrangements that had been discussed with your team prior to our arrival were not properly executed. The event space was not set up as requested, and there were significant interruptions that affected the overall experience. Such interruptions as misplacing the party favours, the wedding planner was to be on site upon arrive-and was not, a welcome party was previously planned for the first night-but did not happen, the pool bar had loud music playing during the bride walking down the “isle”, even though I had spoke with the wedding planner to ensure that it would be unheard from our area, the speaker/Mike was cracking during music, and speeches, the reception portion was cut short and had to relocate to a bar area; to name a few.
Several of the rooms we were assigned were in poor conditions. Issues ranged from malfunctioning air conditioning units to malfunctioning bathroom doors and locks. This was not the standard we expected.The fridge was just over room temperature and when we pulled the fridge out to ensure that it was plugged in, disgusting black and gold pieces from im not too sure what came out onto the floor. Our room was constantly at a warmer temperature, even though the thermostat was set to the lowest setting, bedroom washrooms and showers had no fans.Because there is no ventilation, the ceiling in the shower and mouldings have begin to grow dark mould looking substance. And my worse fear happened when I went into the washroom and there was a cockroach on the wall. On several occasions, we were subjected to loud noise and disruptions from fire alarms and construction equipment from the other half of the resort, severely impacting our ability to relax and enjoy our stay.
On the third-to-last day of our trip, it became increasingly evident that there was the slow disappearance of food options (with no replenishment assumed), the lack of responsiveness from staff, and, by the second-to-last day, no towels available in the midday/evening while patrons were using the pool, the bars closing because there was no more alcohol available, and the most shocking of all, the A/C being turned off in all units (a health concern for some with respiratory issues or sun-sensitive individuals looking for reprieve), and the water being shut down to the rooms (all rooms, including showers, tubs, and toilets). In addition to the cockroach in bedroom, there was one noticed on the wall beside the omelette station. And lastly, we found it very irritating that *** ******** **** ****** advertised as being located in Montego Bay. However this is not accurate, the actually location is considered Trewlany approximately 45 minutes outside Montego Bay. Having to spend the additional money to take transportation to excursions and off resort outings was very frustrating and again could have been avoided.
Business Response
Date: 25/10/2023
Dear Ms. ********,
Thank you for contacting us through the BBB.
We sincerely regret hearing of your experience.
We
see that our Post Travel Department has not received a request from you. As this is the appropriate avenue for complaint handling, kindly submit your claim to www.sunwingcares.ca and they will provide a response.
Sincerely.

Customer Answer
Date: 25/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the response is satisfactory to me. I will provide the additional email to Sunwing as their request/response. If I find their answer is not satisfactory, I will advise the BBB of the outcome.

Sincerely,

***** ********
Customer Answer
Date: 11/01/2024
This is a follow up complaint. My complaint no. is ********. Our concern has not been addressed to my satisfaction. They have passed me back onto the hotel as they did prior to my original complaint. I’m looking for assistance.
Business Response
Date: 11/01/2024
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 for them to reply to you
through your ticket #******* as this is the appropriate avenue for complaint
handling. Thank you for your kind patience and co-operation.

Sincerely,
Initial Complaint
Date:28/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Room wasn’t ready, pressure the receptionist to give us our room. Wifi didnt work, paid $15/day per phone.When we got to our room maid was still cleaning our room with dirty cloths and other materials used for cleaning other places in the resort with (toilets, floors, etc). All the other rooms have doors to separate the toilet from the main part of the bathroom but our didn?t. We had absolutely no privacy in washroom and didnt flush at all, wont give toilet paper till a while later. At dinner we watched the cleaning lady mop some black liquid out the buffet; which probably is from the sewer. my youngest daughter had dinner and she got food poisoning from dinner and she was throwing up then I got sick. there were flies everywhere In our foods, drinks, mouths, etc. The coffee machine in the buffet didn’t work only the lobby bar had coffee. The bar was out of non-alcoholic drinks for a day or so. We had to ask the front a few times to change the bedsheets because she had thrown up and asked them to clean the room because there was vomit. my youngest daughter was taking a shower at first the cold water stopped working and I had to get hot water in the water bottle and let it cool off in the balcony so she can finish her shower. Her body was red from the hot water and receptionist said it was our entire building. Day 1 to 3, we had one bottle of water and t and we had NO toilet paper at all. Then I went down with my children and my youngest daughter started crying because she was terrified and then electricity went off then she got a fever of 38.5 according to the medical doctor at the resort. I couldn’t get back in my room because there was no electricity and the keycard wouldn?t work. someone trying to pick the lock between the connecting doors to get into my room, phone lines didn’t work, broken glass in the pool, dead fish in the pool. dead fly in the bread, no coffee,dry food on the utensils, cockroaches on the food.
Business Response
Date: 31/07/2023
The business responded to this complaint but asked that its response not be published.
Customer Answer
Date: 31/07/2023

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
Date:21/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a Sunwing Vacation package December 7, 2022 and purchased the worry-free insurance. In February 2023, I was diagnosed with leukemia and was unable to travel. I cancelled my travel as soon as I was diagnosed; however, due to timing 50% of the purchase was refunded, 50% went on a voucher. I can only fly to USA destinations due to my health condition. Although the Sunwing website offers packages to USA, vouchers can only be used on sunwing flights to southern destinations. This is misleading, and I will no longer be able to use the voucher worth $5010 - a notable amount - as I will not be travelling to southern destinations. The voucher is non-transferable and Sunwing is not willing to refund the remaining portion of the voucher, even though I have a significant health issue preventing me from using the voucher. I can provide medical records to support.
Business Response
Date: 21/06/2023
The business responded to this complaint but asked that its response not be published.
Customer Answer
Date: 27/06/2023

Complaint: ********

I am rejecting this response because: I have spoken with my travel agent and they are not interested in having the voucher transferred to them. They would essentially have to sell the voucher and we’re not willing to accept that. Transferring to my husband is also not a viable option as he will not travel without me. Please provide other options (I.e. allowing travel through westjet as Sunwing is now a subsidiary, or refund). I recognize Sunwing had constraints but this is all due to medical health condition (leukaemia) for which I can provide documentation.

Sincerely,

***** ****
Business Response
Date: 10/07/2023
The business responded to this complaint but asked that its response not be published.
Initial Complaint
Date:06/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 29th around 5:30pm, I booked a vacation package for September 2-9. A few hours later, I realized that September is prime hurricane time in Cabo and that October would work better. So, I booked the exact same vacation package from October 7-14 at that time. I wanted to cancel the September reservation at the same time, but noticed the only option to cancel was to call.

At 11:27am EDT on May 30th, I called to inform them of the above and they told me my deposit for the September booking was non refundable. I explained that within 24 hours, all airlines refund, and the lady (Kimora T. informed me she was emailing ******* to confirm if they would refund. Not once was it mentioned she was leaving it active and not cancelling, so I was under the impression it was cancelled and I was waiting to hear about a refund from *******. Today I received an email from her that my refund was declined and if I wanted to cancel, I needed to call the sales centre. I told her it should’ve already been cancelled May 30th morning.

I called ******* directly and spoke to a lovely woman. She gave me a few things to quote back to Sunwing vacations and informed me that I did everything right and am entitled to my deposit refund for cancelling within 24 hours. She said Sunwing has a direct phone number to ******* to “partner properly” and that I might have to escalate a few times, but Sunwing needs to rectify this situation.

I called the sales centre again after this and the agent eventually transferred me to their internal dpt, a girl named Shanae. I told her I needed written confirmation my reservation was cancelled within 24 hours on May 30th at 11:27am EDT when I called. She kept saying she cannot do that and it would be dated today.

Can you please help me get my refund of $1,051.32 from the duplicate September booking? I’ve paid over $1,400 for the October booking that I have no intention on cancelling.
Business Response
Date: 06/06/2023
The business responded to this complaint but asked that its response not be published.
Customer Answer
Date: 06/06/2023

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Sunwing Vacations Inc is NOT a BBB Accredited Business.