Complaints

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:10/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ********* / ****** X 1 / *************************************************************************************** Sept. 6, 2023 - Sept. 13, 2023 Paid $2095. (+my out of pocket expenses) 1st room at the hotel had problems.Patio door would not *********** View was trees,grass&weeds.I asked for a room close to the ******** couldnt have been any farther away ***** #4.I tipped the ****** $10.Cdn.when I arrived.Went back to the lobby to change rooms.The ****** asked to help **** said that I wasnt tipping &he walked away.2nd room safe didnt work.I asked for help. No one came. I carried my valuables with me. Got food poisoning. Had to go to the doctor. This took me away from enjoying my time at the hotel.Left Jamaica for ********** bags didnt arrive at the airport so my Sunwing Rep.said that I would have to go to the hotel to pick them up.He suggested a Cab that he said he uses all the time.Cabbie SAID it will cost $60 PLUS A TIP of $20. As soon as we get back the cabbie jumped out of the car & gave the Sunwing **** $20. Paid for carry on baggage which was supposed to be free (for 1) Got to ***************. The shuttle is included in my package. It took me a while to see what bus was mine because he never slowed down.The driver was speeding by every time. After 2 hrs.(no exaggeration) I hailed a cab. $55. & got a hotel $274.for the night.Punitive damages: The stress of the broken lock in the first hotel room, food poisoning, rip offs (Sunwing ********************* driver) safety deposit box, ******, who refused to help me with my luggage from my first room to the next room because I told him I would not be tipping.I gave him a $10 tip for the first room on the day that I arrived) He shouldve helped me regardless.The caregiver in Jamaica who pushed me in the wheelchair wanted a tip but only when we were in the elevator so no one could see me tip him. waiting 2 hrs to flag down the shuttle. Left at the 2 hr mark.Took cab to a ********* $55 hotel $274+

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Feb 17 2024-Feb 23 2024 Beaches Resort ****** Jamaica Promise a Tropical Beachfront Suite The resort has not delivered. Our 1st stay was ruined and the resort attempted to remedy with promised they have failed to keep. We decided to return to truly experience the true resort. We booked a Tropical Beachfront Suite BSC and paid about $18K for our family trip. Instead we were given a 3rd Floor Garden view room climbing over 26 stairs daily for the next 7 days. With a little over 1/2mile to the beach. Not beach view a lot of road noise, trucks cars horns. We do not have a beach view nor beachfront, not close to the beach, not a lower level room to easy get to the beach. We have nothing for what we paid for. The resort Beaches is providing a bait and switch service to their guest. Selling a cat in a bag and not delivering. We trusted and believed everyone from the ** to Assist Mgr, Concierge etc that they would ensure that our experience be different and one to love. When you reserve and pay for a product you should get what you paid for. This is totally unacceptable. There need to be laws in place to stop the companies from taking customers money for one product and giving them a lessor than product. Seeking a refund to our upgraded room selection and ruining our vacation.

• Initial Complaint

  Date:09/24/2023

  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.

  I won a vacation stay at S Hotel Jamaica from the ***************************** Giveaway. I received it in Jan 2020 and 3 months later we were on lockdown. Coming out of lockdown (which was nearly 2 years), I tried to contact them numerous times, in which they told me they would not honor the vacation. They are the only one of the vacations I won that would not honor this package. So disappointing, show you the kind of values they have. Coming out of covid which devastated us, a multi-millionaire dollar company would not help me out!!! Enough said!! Selfish

  Customer Answer

  Date: 09/26/2023

   
  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. Yes the problem has been solved 
  
  Sincerely,
  
  Velvet ******

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 husband and I stayed at the Moon Palace Resort Jamaica on Sunday September 17th, 2023 through Friday September 22nd, 2023. Upon arrival they sign you up for a tour and to hear information about booking through them directly. For your time you receive $750 resort credits that can be used at the Spa. After completing the tour youre haggled by representatives to join the *********** They tell you that private transportation is provided to you, stay a week and pay $662 at any of the resorts. You get 20%-30% off of room upgrades. They never provided this in written documentation. This is all being written down on a yellow piece of paper. The only document you receive is your payment plan info. After going into the app and trying to book a vacation in **** at the Le Blanc my husband and I immediately realized we gotten taken advantage of. I updated my search to reflect seven nights and it was still at over 3k. When I called customer service she mentioned you were misinformed. When I asked her for a breakdown of my contract to show what am I paying $******. She stated I had to send an email. I asked if I could cancel she said yes send an email. Under Article 56 in the US as well as Mexico we have five business days to cancel. I sent them an email today as I havent used anything from the membership and Im on day four. This place needs to be shut down. I always ****** reviews and In that moment they made you believe that you were getting all of these perks. Please explain to me why I would spend ****** on a 20% discount when Expedia can offer the same thing. I want my membership cancelled and my money refunded back to me with no charges on my credit report as we had to provide our SS numbers. Also now that I look back at it. Why did you need our socials ? If the interest rates are 0%. The hotel staff was very nice but this experience will ensure I never give Moon Palace or any other resort any of my money. They also stated we will get weeks free that doesnt show.

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We stayed at the ******************* in March. The resort is unsafe My daughter was approached numerous times to "leave " the resort with locals. One of the men that asked her to leave with him was an employee of the resort. We felt unsafe and was unable to truly enjoy ourselves on this vacation. One of the main concerns was that the ends of the resort were open to locals and ALL times. On numerous occasions, there were men lurking at night on the beach. THIS IS AN UNSAFE RESORT!! I have contacted southwest vacations as well as the resort for a refund of our stay. I normally let things go but I put a review on Tripadvisor and it was taken down. I just want to warn other families. I fell like there could have been the potential of a negative outcome had my husband and I not been with her. They did have "Security Guards" on the beach daily. However, the only day that we had any peace from locals was Friday (Assuming it was because it was a female that day and she was strict with them). All, we are asking is a refund for our portion of the resort stay which was around $4,000. If needed, I will try to locate my receipt from ******************. Please Please address this matter. I am so concerned that someone is going to get hurt.