Sunwing Travel Group
Reviews and Complaints

BELOW IS MY itinerary for trip with sunwing and varadero beach resort. I have written in a complain for the worst holiday of my life. i AM sending you my itinerary so its easily found. I went with belinda rae richardson and myself linda carolyn mcguire. I have never had such a terrible experience both on plane and at memories resort. The service is terrible on plane, no cookie or anything, they skimp on drinks and the seats are too close together so knees are touching front seats. and now for the resort. OMG due to the resort closed down due to covid for 2 yrs the govt gave them permission to go to all resorts to eat, sleep and drink cocktails for 3 nites then another bus load would come in. they were taking food and putting it in tupperware and bags to take home. there was line ups so bad just from the cuban locals. the food was terrible and not enough supply. ran out of booze and had no milk for our coffee. the kids pool across from our room was full of urine and i got an excruciating bladder infection of which went to doctor in resort and she couldnt help me. no medicine for me she said. When you would go to a snackbar they were out of everything. this trip willbe not one of my memories thats for sure. I am asking for a credit to myself and i do hope belinda my friend complains too but she suffers panic and anxiety and i am sure she cant do this. I do know i want a credit to go to mexico or dominican next year. i will never go to cuba again. they dont stop bugging you for money, clothes, etc while you walk around resort. i had one guy who wouldnt leave me alone. kept coming to my room in front looking for money as others were doing the same at pools and beaches. they also wouldnt take pesos i was told to buy and spent ridiculous money to be told they only take visa or mastercard or canadian or u.s money. so that was a stressful situation also. i couldnt buy anything in tuck shops as they only took visa everytime i went in. just a horrific, stressful, unhealthy trip. i had lost a year suffering from diverticulitis and waiting on surgery and had no year which was lost being hooked up to antibiotics. i felt i was ok to go on a beautiful trip to enjoy sun and sand and it was the most horrid trip and i fly on trips every year. i do hope you take this into consideration for another trip with sunwing to a more beautiful destination. thank you for your time.

Trip Information Payment InformationBooking: [protected] Grand Total Amount: 2,210.00 CADBooking Status: OKLead Name: LINDA CAROLYN MCGUIRE Total Received: 2,210.00 CADNumber of Passengers: 2 Total Amount Due: 0.00 CADDeparture Date: Wed, 30 Mar 2022E-DocumentsAvailable to print 28 days prior to departure,please visit My BookingBooking Date: Thu, 17 Mar 2022Invoice Date: Thu, 17 Mar 2022Invoice Number: 10314787Passenger SummaryPassenger(s) Gender1. LINDA CAROLYN MCGUIRE F2. BELINDA RAE RICHARDSON FFlight SummaryFlight From To Via Aircraft Passenger(s)WG652MONTREAL TRUDEAU, QUEBEC(YUL)VARADERO (VRA) 737 1, 2SUNWING AIRLINES Wed, 30 Mar 2022 Wed, 30 Mar 202211:55AM 3:55PMSeat number(s) selected:WG653 VARADERO (VRA)MONTREAL TRUDEAU, QUEBEC(YUL)737 1, 2SUNWING AIRLINES Wed, 06 Apr 2022 Wed, 06 Apr 20225:10PM 8:45PMSeat number(s) selected:Products SummaryHotel Name Check In Check Out Room Type Nights Occupancy Passenger(s)MEMORIES VARADERO BEACHRESORTWed, 30 Mar 2022 -4:00PMWed, 06 Apr 2022 -12:00PMGARDEN VIEW ALLINCLUSIVE7 1 Double 1, 2Other Products Date Duration Quantity Passenger(s)CHANGE PROMO PRODUCT: Changeyour plans anytimeWed, 30 Mar 2022 7 days 2 1, 2Transfers Quantity Passenger(s)ITC INCLUDED VARADERO AIRPORTTRANSFERS: ZONE 1 RETURNTRANSFERS1 1, 2

hi i have just returned home last nite apr 6th from varadero cuba on sunwing flight WG652 and 653 flight from montreal to varadero 7 days returned apr 6th. as soon as we got to resort there was no food that a canadian would eat, the food was sooo salty i still have salt taste in my mouth. no milk for coffee, the cuban locals came into the resort everyday and stayed for 4 nites at a time as the govt was giving them free resort as they are poor and cant eat. this is unacceptable to a tourist paying money like we do. i got a bladder infection from the pool 2 days in from all the cubans peeing and kids in the water. went to see their doctor and they had no pills etc to give me for a bladder infection. i suffered excruciating pain. they ran out of all their liquors on a daily basis. room service was not the greatest as the cleaner maid did not sweep the bathroom once and there was hairs in corners. yuck. i can tell you i will never step foot in MEMORIES or any resort again in cuba. i travel every year and save for a beautiful holiday and this is just under the grid for a nice holiday. i would think that sunwing would compensate me and my friend belinda rae richardson and myself linda carolyn mcguire for this terrible unruly holiday. it was totally disgusting. i know some people left and went to another resort due to all the local cubans being there. just totally disgusting and i am so upset i spent my savings for a beautiful holiday and couldnt wait to get home. also there was no tvs to watch movies. i am not a technical person so i dont bring any computers etc. i am just not happy with the whole presentation, the way the resort handled things, we did get a free lobster dinner on them but yucko. fresh fish i dont eat, half a tail of lobster. omg that was it. it was gross except for fresh buns. my friend and i said of the whole trip those buns were fresh for once as the whole week they were hard as a rock and tasted like sandpaper . i would like to be reimbursed for this trip of $1105 or have credit to go to somewhere else in the caribbean. the plane ride home was also so pushed together we could hardly move in our seats. just terrible trip all together. i do hope you take this into consideration and make me a happy traveller once again with sunwing vacations. i look forward to hearing back from you. thank you and i hope you will be empathetic to this terrible week we had. linda mcguire tel no. [protected]

We came to Iberostar Grand,Montego bay,March20/2022.Today is March24.representative nowhere to find,We do not know when is the bus to take us to the airport.Flight to Toronto,March27/2022.

Flight numberWG781.

Please,help us.

Sincerely

Liliya and Filipp Fisher

Royalton Splash Punta Cana

Highway Macao, Punta Cana 23000, Dominican Republic

Reservations : Check in January 4th,2022

Checkout January 6th 2022

Horrible hotel experience

1. Rooms where double booked therefore random staff members along with new check in customers would come in the room randomly even as I was changing!

2. Check in took about an hour and a half and bags where not delivered to my room, I had to go get them after hours and found them still outside and they were on the FLOOR along with multiple bags from other customers

3. Staff were so rude and when asked to speak to a manager they would say that they didn’t have any which is absurd.

4. Rooms service would never come or it from about 4 hours

5. The rooms where not properly cleaned and there was mold in the bathroom

this vacation was so expensive yet the service was horrible, there were many more incidents but I could literally write a book about it. I only spent two day and I can only imagine families who booked for a longer time. I hope this is the correct site for complaints, I can’t believe I can’t get a hold of the Royalton chain for this complaint.

Thank you for your time.

Excursions From Sunwing Agent in Cancun Mexico:

We booked a holiday through Sunwing for our Honeymoon from Feb 6th to Feb 16th 2022 from Vancouver BC to Cancun Mx, we were advised to book our excursions through our Agent who was located in our sister hotel the Iberostar Maya in Cancun. His Name was Mario. We purchased a Romantic Dinner Cruise for $284 Cdn for Friday the 9th of Feb pickup at 3:30 PM. I asked our Agent to give us his phone number and a confirmation of our trip. 10 minutes later I received a text message I thought was a confirmation so I said OK but what it was, it was a change in pickup time, that I didn't see. The ninth came and we were waiting in our room until 3:15 pm when we arrived at the lobby, we waited for 20 more minutes and asked the bell boy if the transportation arrived yet. He told us they came at 3:05, he specifically asked them if they wanted him to call our room, he said no, and left. We then proceeded to go to where our agent was but he had left, got him on the phone and all he did was say it was our fault and refused to do anything about it and in fact said we will be charged a $30 no show as well. he was rude and ignorent and uncooperative. our booking number was [protected].

Booked an all inclusive vacation for a family of 5 adults

1 could no longer travel. Lost the $1500 for them and had to pay an extra 100/per person for the other 4 still traveling.

At first we were told we had to travel all 5 of us or cancel the trip.

Then we were asked to pay an extra $70/per person.

Then while on the phone with Sunwing, the prices went up which ended in paying an extra $400 on top of the $1500 lost.

We purchased Worry Free Cancellation insurance from Sunwing in Nov 2021 for a trip Dec 28. On 22nd December we had to cancel our trip due to postive Covid test. We cancelled within the allowed window to receive a credit voucher (2 weeks to process).

We then rebooked to Mexico for February 19 2022 - we had to pay upfront as we were told "voucher bookings" must be made 4 weeks in advance (ridiculous in the internet age - the voucher had already been granted *and* we booked more than 3 weeks in advance). They told us the voucher would be applied and we would be refunded (serious trust issues here!).

We had to book a single family suite for 4 people as 2 room options were non-existant.

Due to issues in Mexico (shootings, threat of covid shutdowns) we opted to exercise our onetime option to change the booking and selected Jamaica. The package quote was roughly the same price so we expected no additional charges.

Sunwing is forcing us to pay $1,190.00 EXTRA for the following reasoning.

* 15 year old daughter was apparently a child rate in Mexico (really?) and an adult rate in Jamaica. Rate difference is $890.

* Adult rate is cheaper by $310 per adult ($930) but Sunwing says we have to forfeit this as it cannot be used to offset the child rate difference.

* Adults were additionally charged $100 per person as the new booking had 2 rooms instead of a family suite - they consider this a change in accomodations and charge the admin fee as result.

Sunwing website states "If the new package price is higher than the original booking, the difference will be due at time of final payment. For packages that are lower than the original price, the difference will not be refunded.".

In no location in their T&Cs nor legal terms has package price been defined nor has it been limited to the individual travellers - therefore a reasonable consumer interpretation of "package price" is the entire vacation price.

The cancellation and change pages also states "If you change your travel plans, you must pay the difference if the price of your re-booked vacation is higher and you will not be refunded if the price is lower.".

Since the "package price" and "vacation price" were the same no further amount should be owing to Sunwing.

Furthermore they state in their cancellation page:

"Changes to hotel room occupancy are considered a cancellation and rebooking by our hotel suppliers; therefore, pricing at the time of the occupancy change will apply to all occupants of the room. If the new price per person is lower, existing occupants will be refunded the difference. If the new price per person is higher, existing occupants will have to pay the difference and the change fee will be waived.".

This suggests that we should, in fact, be refunded at the individual level and we should be able use this to offset the child rate difference.

Finally "change in occupancy" is also not well defined by Sunwing - we booked Mexico for 4 occupants and we booked Jamaica for 4 occupants. There is no stipulation that "hotel room occupancy" means "number of hotel rooms" - in both cases we selected accomodations suitable for 4 adult occupants (one 4 person suite vs two 2 person rooms).

FOR THE RECORD: I wish to state firstly that at no time did Michelle provide any confirmation or hope of the possibility of an overnight stay but insisted that other departments needed to be contacted so it could be confirmed, and I was subsequently advised, as was being purported by the accountant. Her comment that the member of staff who made the reservation was not authorized to do is unfair, as from all accounts, Michelle served as a contact between ABIIT and Royalton because she had assisted with our lunch arrangements.

I concluded a very unfortunate telephone conversation with your Accounts Manager/Accountant, one Ms. Kiana who disconnected the call when I asked if she knew what a contract was. She accused me of being hostile because I was not accepting her disregard for the finality of the transaction when we received a confirmation email; as we were legally advised. Kiana expressed no care or concern about Royalton losing future business due to her insistence to punish a customer after admitting that there is no such written policy as the one being enforced.

Prior to disconnecting the call while I asked about her knowledge of a contract, I asked Ms. Kiana to connect me to the General Manager whom she said had experienced a death in his family and would not be able to take a call, but she would send him an email and copy me on the email. I do not wish to have any connected conversations with Kiana; I requested to speak with the General Manager, whether via phone or email. As I stated before, the lady declared it was her personal phone and disconnected the call.

It would be in the resort's best interest that their managers are issued mobile phones so that that type of callous disrespect of paying customers never repeats itself.

Further, ABIIT awaits contact information for the General Manager of Royalton Resort & Spa Antigua and further reiterates that the reservation closed the transaction.

We would be grateful if we could be given the General Manager's email address as a matter of urgency.

Laila Hampson Farrell
Registrar/Admissions Officer (Ag)
Interim Marketing Officer/PRO
AMLFC University Administrator
Antigua & Barbuda International Institute of Technology

We have sent numerous emails to Travelsmart and Royalton complaining about the treatment my brother has received at Royalton White Sands, Jamaica.

The first complaint was regarding the nurse who was on site on 28 December 2021. My brother tested positive for Covid 19 on this date using a lateral flow device test and he reported this to his butler who in turn reported this to the nurse. Your incompetent nurse advised my brother to go downstairs, breaching all Covid protocols and thus putting other guests at risk. My brother told the nurse that he did not want to leave his room as this would be a direct breach of Jamaica's quarantine protocols. However, this fell on deaf ears.

After waiting two days, the nurse still failed to administer the requested PCR tests. Therefore my brother had no option but to leave his room and go downstairs to the nurse. Therefore the nurse, although she was fully aware of his Covid status, failed to notify the Ministry of Health until 30 December 2021. How many other Covid 19 positive guests has she made walk around this hotel and put others at risk?

In addition to this, my brother is being charged US$180 per night despite not being able to access healthy, nutritious food. He has only been able to order from the extremely limited room service menu which is fully of junk food. Royalton have not provided any justification for this charge, although we have asked for an explanation.

My brother has tried to call the managers and other members of staff, however, he has been met with resistance and sheer insolence. The staff failed to deal with his complaints and they even resorted to lying to him, hanging up the phone and ignoring his calls. To top it off, the telephone lines at the hotel have been down for over 24 hours.

After finishing his quarantine, my brother is still being held in the hotel like a prisoner. The security have zero rights of arrest or detainment. They are breaching his human rights and his right of freedom despite the fact that he has a certified letter from the Ministry of Health stating that his quarantine has come to an end.

Evidence directly from my brother's insurance company clearly stating that they will cover the additional expenses has been provided to the Royalton. Despite this, they refuse to let my brother out of his room.

Four security guards and the so called assistant manager of the hotel are posted outside of his room. He has been denied food and water which are basic necessities. He has been threatened and I am now extremely worried about his welfare, both physical and mental.

You will note that I have copied in to this email the Ministry of Health, the health minister, the tourism minister, the British High Commission and various international and National media outlets. The world needs to know exactly what is taking place on this site and I will share everything that has happened including the video footage my brother has sent to me with the world. Jamaica is not safe for tourists and I would not send my worst enemy here.

This hotel is Covid city! There have several on site outbreaks and the staff here omitted to inform guests of this. A quick look on social media and Tripadvisor will corroborate my claims. However, Royalton refuse to confirm the current Covid status of guests and they deny that there have been any such outbreaks. This hotel is not Covid compliant or safe, it is a hazardous danger zone that needs to be quarantined itself. Nobody should be staying there, the hotel needs to be shut down effective immediately.

All of these issues are alarming and very concerning. They need to be dealt with as a matter of urgency.

We recently had an unsatisfactory stay at your Royalton Punta Cana resort from Dec 17th - 24th.  As a business owner myself, I would want to know if someone had a poor experience at my establishment. 

Our family booked with Royalton because we had heard fantastic reviews from multiple friends who have stayed at various Royalton resorts in Mexico, Dominican Republic and Jamaica. Our stay, did not reflect the same level service or accommodations that our friends boasted about.  

Our issues were with
*Our Room
*Diamond Club/Poor Service
*Fire Alarms 

 *Room 1429 I will start with our biggest complaint. Our thermostat made an incessant clicking noise. The thermostat is located between the beds.
Please play the attached clip of the noise to hear it for yourself. If you want to fully understand how annoying that noise is, play the clip on repeat while you try to sleep tonight. Every day I told the diamond club front desk staff and every day they sent maintenance. It was never fixed - and seemed to get worse by the end of our stay.  Not being able to sleep severely affected our vacation.  The lock on our door was broken. We noticed this right away, so I am surprised that no staff noticed this prior to our arrival. Maintenance did fix this problem on day two. However,  the repair took all day which meant we did not have access to our room.

We had no access to the internet for the first 24hrs of our stay.  Worth noting that we paid ~$70 USD extra to reserve this room that gave us so many problems. 

*Diamond Club
Our Diamond Club experience was underwhelming.
Check in took almost 2 hours. A total of 5 families that arrived after us were checked in before us and at one point the Diamond Club desk staff could not locate the passports they had taken from. The Diamond Club beach bar/restaurant and Diamond Club Lounge service was slow. We ended up going to the regular beach bar because the service was faster.Food was not restocked at the Diamond Club Lounge.
Diamond Club status/bracelets were not enforced at the Diamond Club beach bar/restaurant or beach section. This likely contributed to the slow service in this section. Of note - we tip well and budget $150/day for servers, even this did not salvage our service. So essentially we just continued to tip handsomely for poor service.  
 The Diamond Club "Pool" was more of a pool hallway between the buildings. The only action we asked of our Butlers was to book us ala carte meals for each night of our stay at a different restaurant.  They booked us at the same restaurant 2/6 nights and gave us the wrong reservation time once so we missed our ala carte meal that night after travelling to the sister resort for that reservation.
  
*Fire AlarmsSo many fire alarms. The fire alarm went off 3 times during our first night. This was very jarring. By the third alarm we no longer got out of bed or exited the building. The fire alarms continued all week, mostly at night but sometimes during the day.

 My apologies for the long email. I hope that you understand our frustration. We had been looking forward to travelling again and this stay was marred by poor service and the inability to sleep. There were some things I didn't bother mentioning ie. lunch room service that was going to take 1hr45min minimum so we cancelled, inedible ribs at Hunter restaurant etc. There were so many small things that went wrong on top of the big things that our trip was terrible.
Based on all the glowing recommendations of our friends, your chain does have a good reputation. Either we just were unlucky with our experience at your Royalton Punta Cana Resort, or you may want to take a closer look to ensure it is running to your standards. 

I would hope that you choose to make this right given that the service and conditions were beyond below standards of what we paid for.  

I look forward to hearing from you soon. 

Jacki and Steve White

SUNWING DOES NOT HONOR ITS TRAVEL INSURANCE!

I purchased a trip with Sunwing and bought the Worry Free Cancellation Waiver. When I tried to rebook the trip then Sunwing would not honor the voucher and said weeks after the cancellation that it was still processing. Would not tell me how long to process and told me to repay for another booking in full. This is dishonest, false advertising and against what they say on the website as Worry free. They charge for this insurance but will not honor it. Also the worst customer service I have ever experienced.

I recently stayed at this hotel and my son's airpods were taken from my room. After dealing with the rude and unhelpful staff while going through their shabby hotel procedures when it comes to missing items they did not find the headphones nor did they refund me my money for the missing airpods. This is the only hotel chain in which they do not have a customer service number in which you can dispute any issues. And that's just the half of it the food was mediocre, the drinks were watered down and they messed up on my room

This hotel does not want to reply to me as a customer i am calling to an endless hold wait time & they are ignoring all of my emails this is a terrible service to me as a customer i have been trying to get a hold of the hotel for 5 days & no luck at all. I had a recent stay in November & i did not like it at all so I canceled the stay but the company charged me full price & does not want to give me a refund.

booked as a direct non stop from Vancouver to Puerto Vallarta, SunWing 17 days before departure rescheduled flight thru Calgary adding almost 2.5 hours to the flight, the flight departs at 630 AM instead of 9AM. I am travelling with a medically compromised passenger, when inquiring about cancelling or rescheduling the vacation package i was told I couldn't because I did not have cancellation insurance and I would forfeit $3750 payment.. When i asked the SunWing travel agent to transfer or refer me to some one I could negotiate this, I was cutoff by the agent. I phoned back managed to get another agent and was cut off again. I attempted to call the corporate office, no answers and all voice mail boxes are full. My wife and I are in our late 70, this very shappy treatment by SunWing.

I booked the Chairman's 2 bedroom suite back in March of 2021 for my 40th Birthday In Oct. I and scheduled to arrive at the Bavaro Sun Oct 24th 2021. I received an email from the Reservation Manager Felix Gil Friday Evening that the room I booked will not be available without any reason why and list of rooms they could accommodate me without any prices listed. I tried Emailing him back no response, I've tried calling and was told he was in a email. 2days before my trip and I have no idea of what my accommodations are and how much I will have to pay. The room I booked in March came with a lesser price. So I don't understand why I can not speak with someone getting the same treatment. Why should I pay current price when it's not my fault. I have yet been able to speak with someone in person and my emails have also been ignored. Very dissatisfied with this last minute change

To whom it may concern,

My name is Leonard Thomas and I stayed with your Royalton Negril resort location 8/14-8/19/21. My stay was extremely underwhelming. From the start, I booked a Luxury diamond club swim out suite and was given a Presidential suite (did not appear to be). I signed paperwork coming into the diamond club that said suite 3003 (Swim out) but I was given 2215. I had no keys to my suite and the AC did not work anywhere but the bedroom. I was told by my Butler Franz that he would get the key situation rectified but I ended up going back to the diamond club to get actual working keys. I was switched to the suite I booked (Swim out 4010) the next evening around 5pm. I still received not correspondence from my Butler. The next morning my room was serviced when I went out. I came back and no towels were replenished, soap/shampoo, or the beverages in the fridge. I called for water and towels only to get no response. I then went down to the Diamond club myself to ask for towels (1 ½ hours later). By the time I got there, I got a message from my Butler saying that towels were delivered. Only bath towels and 1 face towel was delivered (No water, extra face towel, or floor towels). Before going to ask for the towels/water, I killed big Cockroaches in my suite! My wife is was terrified. (Video/pic attached) This is unacceptable. (Pest I could have possibly taken back home). The next day, still no towels or water placed in my suite even after being serviced. I walked the entire resort to try and purchase water and could not find any except in the gym. No one responded when I tried to get some delivered. That night, I ordered room service a 9pm and I got it a almost 1am. The lady from room service was very nasty and unprofessional on the phone when I called inquiring about my order after 2 and ½ hours. The power went out almost every hour on the hour. I addressed these issues with the diamond club, Guest services, and the front desk but no one on the resort could seem to find a manager for me to speak with. I certainly asked on numerous occasions. I spoke with a woman in Building 5 who was supposedly a manager and she assured me that my issues would be addressed and Management would reach out to me. This was my last day on the resort and the issues I had already expressed were meaningless to address! She stated that I would received compensation for the poor service and I have yet to here from anyone. This resort has the WORST customer service I have ever encountered and I have been to plenty! I work or HILTON (14yrs) and if I provided even a fraction of this level of Customer service/empathy I would be in the unemployment office. You really should remove the Diamond club moniker from your hotels room types because there is nothing "Diamond" about this resort at all! (A very large Motel with free food and drinks) The communication level is at a -0! I kept getting the run around and sent to speak with someone else about my issues. No one working there wanted to "OWN" a problem and solve it. You really need new "Front/heart of the house" employees and Management.

I will be disputing the charges for my stay with my bank due to no one contacting me to "Make it right". I will also put in negative reviews with every site that is possible. (I know all of them) I've even tried calling to get someone well after checking out and still no contact! It's a shame that I was with a wedding group with well over 70 ppl and the service 90% of them received was terrible at best. I wasted most of my vacation trying to get basics done!

Leonard Thomas
[protected]

I am complaining about my experience at the Royalton Chic Suites and Spa in Cancun. I have been harassed, threatened, lied to, laughed at and treated like a prisoner after paying over $2, 000 to stay here. I invited my friends to the hotel to celebrate their birthdays. There was a neon party on the rooftop (which allows for outside visitors). They were allowed to come inside but by the time they got there the party was over so we left. As we were leaving the staff followed us outside and brought us back in. They told us we needed to pay $600 or they couldn't leave and threatened to call the police. They left without my knowledge and I went upstairs to my room. Two days later I was told I had a $600 charge to my room. I demanded to speak to management. The manager didn't do anything at first then reduced the price to $240 later on that evening. The next two days I was was being watched by security and I couldn't charge anything to my room anymore. The following day, I tried to take a bag out of the hotel that had birthday decor on it for my friends bday party. I took my bag and told me I couldn't leave the hotel with that charge on account. I left anyway because you can't hold me hostage. I came back and I was locked out of my room, they wouldn't give me bags back to me and they kept sending security guards to escort me around the hotel until I paid that charge. I told them I would pay it when I checked out. They said I won't have access to my room without paying. So I paid it. When I tried to sign the credit card slip they said my signature doesn't perfectly match what was on my passport and made me resign it at least 10 times. At this point I started to raise my voice so they brought the head of security in and he said he would call the cops on me. I told him he has no right to call them. I haven't done anything wrong. They treated like a criminal although I have paid my full cost for my stay plus their faulty charge of "trespassing". This place has disrespected me enough and I refuse to ever stay at any of the royalton hotels again. They have literally ruined my vacation and traumatized me. Now, I have a negative taste in my mouth for Cancun in general. The worst customer service of my life. Definitely not worth the emotional distress.

My name is Helen Causion. I recently booked my hotel through Expedia for the Antigua Royalton Resort and Spa from 6/15 - 6/20 (Itinerary # [protected]).

I am writing about an additional $1155 charge I incurred upon my arrival to the property. The receptionist, who was extremely rude, informed me that the room I booked did not include 3 people only 2. I informed her that I called Expedia prior to my cancellation date (6/13) to confirm my credit card, and to validate that my daughter would be accompanying me and my husband. The agent confirmed that the Luxury Junior Suite sleeps 3 and that it would not be a problem. The receptionist at the Royalton then told me to contact Expedia, which my attempts were unsuccessful.

While waiting to contact Expedia, I asked the receptionist how do we resolve this issue until I get a response from Expedia and in a rude tone, she said she cancelled the Expedia reservation and could book me another room with 2 double beds, at the additional cost of $1155 plus a $200 deposit, which took well over 3-hours.

This is not acceptable!

I still have not been able to contact anyone by phone at Expedia. So Frustrating!

I booked a trip to Royalton White Sands in March 2021 for my moms birthday. There was six of us & we were all super excited until everything slowly became a [censored] show.

I will start by saying that I had high expectations for Royalton, mainly because I've stayed at Royalton resorts before & they set the standard very high.

Upon arriving to the resort & checking in, we were told that the resort offered dinner at nine restaurants. We were also told that the restaurants closed at 10 PM every night & the last seating would be at 8:30. Our first night there, we waited to be seated at the Italian Restaurant. Whiles waiting, two of our party members decided to find out how long the wait would be at the steakhouse. They were told that the steakhouse was not opened & that there are only two restaurants opened per night & the buffet. We were also told that restaurants close at 8:30 & not 10 like we were originally informed. We finally got our seats for the Italian restaurant and placed our orders. After 45 minutes of waiting on our food, we were told that they could not fulfill our orders because they ran out of chicken. Upon asking what we could get instead, their only option was shrimp (some of us are allergic to shrimp). The manager than walked over & told us she could make us jerk chicken wings with French fries. We decided to order pizza off the menu whiles we waited, in which, they told us they were having technical difficulties in the kitchen and could not provide us with a chicken pizza. When we received our jerk wings and French fries, our wings were undercooked. The waiter eventually came back with the chicken pizza he could not provide us with, only for it to taste like sour dough. After providing us with the pizza and the half cooked wings, no one ever came back to check on us and make sure everything was okay.

We were told that room service was opened until 2 AM, and as part of our all inclusive package, we would be able to order room service. When calling to find out their room service menu, we were offered only three items: chicken fingers, hamburgers and cheese burgers. The food took over an hour to get to our room.

As for the rooms. The sink didn't drain! We had to use a hanger to lift up the center piece so that the water would go down. There was toothpaste around the pipe! There was hair sitting on the drain in the shower.. There was handprints on the mirror, which was also foggy (I don't want to know). The AC in my room sounded like it was going explode (no exaggeration, I have a video to prove it). The first night, I looked passed it & decided not to sleep with it on. I also noticed that my room had only two working lights (I also have a photo to prove it) whiles my sisters room next door had an entire a chandelier and lighting within the wall behind the bed. We were able to get a new room, unfortunately when we were placed into our new room, the sink was leaking as well as the mini fridge (I did slip the last day and landed on my backside). Towels were also an issue. We got new towels on the first day, the second day we got one new towel (there was two of us per room) and then the third day we called for new towels, they sent up one towel & a few hair towels, the day AFTER.

We did speak to a manager, which she did try to accommodate us, except the rest of the staff didn't seem so accommodating. When speaking to her about the dinner issues, she did ask a chef to prepare us a meal the same night, that meal was about an hour late. As for breakfast, we had an excursion planned the following morning, and had to leave the resort by 6:40 AM (nothing is opened yet), our breakfast was supposed to arrive to our room at 6:10, it never did. It was in the lobby waiting for us at 7 AM & we couldn't even eat it. We were already late & there was a bus filled with people waiting for us.

We were offered a one day refund for our unfortunate experience at the resort. We planned on excepting it, but we were told that it would be in lieu of our experience & we would have to sign a non-disclosure agreement. We quickly declined. I wish someone had told me about their experience before I planned a trip, that wasn't cheap, just to basically waste two days on a resort. Why pay for all inclusive when they can't even accommodate it?

Overall, I would not rate this resort 4 or 5 stars. Personally I think that the resort had a lot of false advertisement. They should at least mention "due to covid, we only open two restaurants a night.." this resort was definitely 2 stars, and the only reason it gets two stars is because the beach and pool are beautiful. Their customer service sucks. I wouldn't even give them 1 star. & to top this all off, they tried to refund me for one day, and then basically buy my silence on top of that. In reality, I lost more than that.

I would like to speak with someone in regard to a refund. I booked a reservation through a third party to stay at the Royalton Negril on Monday evening (January 4, 2021) for one night. Upon arrival the front desk representative stated that she did not see my reservation. I showed her the email from the company as well as my bank statement with the corresponding amount that had been deducted from our account for the stay there showing that the room had been paid for but she was still not willing to help. After waiting about 30 minutes my boyfriend and I attempted to go downstairs because that's where all of our belongings were, we just wanted to check and make sure that our things were ok being that we were not able to check in and had to leave everything without our supervision. We were met with four people yelling at us that we were not a guest and could not enter the premises without being checked in. They treated us as though we were criminals trying to steal something from them, instead of paying guest at the resort. We were forced to sit in the lobby while our belongings were downstairs, not able to go get them. After waiting another hour with no communication from the front desk staff (they acted as though we weren't even there) I checked back in with the receptionist at the front desk and she stated their system still had not received our reservation. At this point it was almost 10pm, and out of utter frustration my boyfriend and I were given no other solution from the staff at the front desk. We were tired from traveling all day and just wanted to check in. We booked another reservation through the Royaltons website directly so that there could be no confusion. So now we have paid both through the third party website as well as paid the Royalton directly. We check in, and the young lady who is now assisting us (a different young lady because we were there long enough for the shifts to change and the original young lady's shift has now ended) tells us that because of the confusion if we'd like we can have a late check out for 1pm instead of the usual 12pm. We go to our room and attempted to enjoy the rest of our evening. At around 10:30am the following morning someone comes and knocks on our door asking what time we will be checking out. I responded at 1pm per our conversation with the young lady last night. We continue our morning and begin to get ready for checkout. At 11:15am someone else knocked on the door but entered at the same time. I, a woman, was in the room by myself completely nude as I was getting ready to get dressed to leave. I was mortified. A complete stranger has now seen my nude body by entering the room without waiting for anyone to open the door. I grabbed a towel and asked what he wanted and he replied "he just needed to know what time we were checking out". Two employees checking to see what time we would be leaving prior to our checkout is absolutely unheard of. We decided to go to the pool briefly before we had to check out. We got back to the room and as we were walking out the door at 1:02pm we received a call from the front desk again asking us what time we were going to be leaving. We responded that we were literally walking out of the door to come to the front desk and we could speak further once we got there. Once we got to the front desk the young lady told us that we would now face a late check out fee because we were supposed to leave at 12pm and we were an hour late. I tried to explain to her that the young lady from the previous night told us that we could check out late but she cut me off and stated that it was not in their system and then told me that if I wanted it resolved that I would need to speak with the manager. The manager comes out and I begin to explain the above situation to her in regard to the two payments for one room. She dismisses me and tells me there is nothing that she can do. I asked her to take a look into the system so that she could see where we had the original reservation and then also made another reservation through them. She told me she would not even look. It was not until my boyfriend came back up to the counter that she agreed to even look for the original reservation. When she did look she told us that it was now listed as a no show because we were forced to book a second reservation through them. She also stated that even though she could see that the Royalton was being paid directly through the third party that she could not issue a refund for the room that we paid for directly through the Royalton. I have worked in customer service for over 10 years. The proper and decent thing to do in this situation would have been for her to refund us for the money we paid directly to the Royalton because she knew that the hotel would be paid for the room through the third party. She stated she knew that the third party would not issue a refund because "she has been doing this for three years and is very familiar with that company". Knowing this she still did not help us try to get our money back. Again she made us feel as though we were criminals or were trying to get over to the hotel instead of paying guest who spent their hard-earned money at this establishment not once but twice. After arguing with her for another 10 minutes she finally called the billing department and they put a note in the system not to process the payment from the third party. She stated that if the billing department does not process the payment that it would be "kicked back" to our account. After all the things we had just experienced with the staff I was very hesitant and did not believe what she was saying. I asked her for some form of documentation proving what she was saying but she said she could not provide me with anything but she gave her word that we would be refunded for the third party. We continue with our checkout and leave the hotel. Upon checking our bank statement yesterday we noticed that the fee for the third party was actually processed in addition to the fee from the Royalton. We were charged $185 from the third party as well as $273 from the Royalton for a one night stay in the same room. What I would like is for the $273 to be refunded from the Royalton. Since the money was paid directly to them from the third party and we have no way of getting that back. The right thing to do to in this situation is to take care of the customer. All that we wanted was a relaxing experience with the Royalton but instead we were met with disdain, disrespect, and outright rudeness. This is unacceptable for an establishment of this caliber. I hope that we are able to come to an expeditious resolution.

Best Regards,

Deona Gray