Sunwing Travel Group
Reviews and Complaints

Booking # [protected]
Booked on Jul 20, 2019
To whom it may concern
I booked our family vacation to Punta Cana requesting a direct flight from Toronto and back to Toronto. Thinking I was paying for all direct flights I got our e-documents only to find out that our flight back was via Montreal making our flight back a 7.5hr journey. How do you sell an all direct flights a d surprise your customers with a stopover?

I really do not appreciate this sneakiness. Before I write a review on Tripadvisor in giving you an opportunity to explain how I ended up with a stopover in Montreal when I asked specifically for an all direct flight vacation package. And don't you dare putting this on me.

[protected]@hotmail.com
Tel:[protected]

Leila

Warning...this is a long post! I have been at the Royalton St Lucia since Friday, 8/9. Since my check in, I have switched rooms 4 times due to unsanitary or uncomfortable accommodations. The first 2-3 days/nights we were without AC or hot water (room #4206). We were switched to a different room (room #4211), while out on an excursion. Although we had to "re-clean" the new room to remove a ton of hair from the floors and shower...we were going to let it go and enjoy the rest of our trip. But on our 4th night we noticed BED BUGS crawling all over the sofa bed. Couple this with us waking up earlier that day with several unexplained bites over our body, which we chalked up as mosquito bites. We immediately called the night attendant, who came to the room and offered to fumigate for us. He stated we would have to stay on the balcony for 10+ minutes. Mind you this was after midnight, and I have a 9 year old with me. We were uncomfortable with the idea of having the room fumigated, and sleeping in in those fumes (since fumigation usually requires that the area be unoccupied for several hours). The night manager stated he could move us to another room, and would go check to ensure that the new room did not have bed bugs. We were moved to yet another room (room #4305) at approximately 1:15 AM. Within minutes of arriving to our new room noticed there were several unsanitary issues. We noticed the following: vomit on the bathroom door, floor, and trash can; some sort of moss/growth on the walls with maggots crawling on the walls; hair on the bed/headboard/floors; 15+ medium/large spiders hanging over the headboard and bathroom vanity; and stained sheets. We called the night attendant (Trevorse) again, or apologized to us, and came up to re-clean the room, which includes changing the sheets and wiping down the walls and headboards to remove the bugs. So at approximately 3 AM, our room was clean enough for us to attempt to go to bed. We were instructed to go speak with a manager in guest services later in the morning. Of course we got minimal sleep due to thinking there were bugs crawling on us, or just griping about the various issues we have dealt with since our arrival and the money we wasted coming to this resort.

I travel often, so I am quite aware that "things happen" and that there will be bugs when staying in Caribbean resorts. And I am by no means demanding when it comes to my expectations of resorts a stay in. But do have certain expectations of a so-called 4-5 star resort, clearly have not been met during my stay at the Royalton St Lucia. I expect some minor grievances, but not bed bugs, stained sheets, vomit on doors/walls, and maggots. And not after being moved twice already due to a lack of cleanliness on the resorts behalf. Anyone in our situation, would be skeptical of our new rooms cleanliness, but the issues we found we clearly visible without needing to search.

We went to guest services yesterday morning, and spoke with Ravi, a manager, about our issues. We requested to be moved to a room that was thoroughly cleaned and inspected by a manager. We also requested some sort of refund for the issues we've had to deal with. Initially we requested a full refund, especially when we were told that there may not be any rooms available for us to switch to. But we were willing to negotiate. Ravi requested we send all videos and photos of the two rooms (4211 & 4305) to him so that he could show his manager when requesting our refund. We informed him that we were traveling with 8 other family members, none of whom had any major issues with their room. Sure small gripes about the slow service, but nothing dealing with vomit, stained sheets, and bed bugs. He stated the difference between the buildings was the "attendant/housekeeping", and stated he would ensure our new room was in a different building.

After 2.5 hours ( so approx 12:30) we were contacted by Abdullah (another manager) who stated he would be willing to give us a refund of 1 night, move us to a penthouse suite, and give us diamond club access. We informed him that this was not acceptable, for many reasons: 1. We did not want, nor request, diamond club access. 2. It was their idea to move us to a penthouse suite. We just wanted a clean room, and were okay with another family suite. 3. We have literally dealt with a manager, night attendant, and/or maintenance man, 4 nights of our stay...and for issues they could not easily resolve. We requested to atleast be refunded for 4 nights, and Abdullah stated he would take our request back to the executive manager of the property. At approximately 3:30-4 pm, I reached out to Ravi regarding the readiness of our new room. He stated it was ready, and that we could come to our new room, and he'd have the bellman bring our bags to the new room. He also stated that at his time, the resort could only offer us a refund for 2 nights because "the issues did not ruin the day just our nights". I was appalled. What was this conclusion based off of? Did anyone ask us how our days were? We literally spent 4 nights and 3 days packing/unpacking, running to and from the front lobby, moving rooms, and speaking with management regarding room changes and issues. So I'd say my days and our time was wasted on this BS.

We waited another 2.5 hours for our bags to come to the new room, and when we called to check we were told that the hold up was "we left the do not disturb sign out so the bellman did not want to enter the room". RIDICULOUS! Come on people, you know we aren't in the room and the reasons why. We left the room after 1:30 AM, and clearly forgot to remove the sign. At this point of our 8 day/7 night vacation, I am just looking forward to leaving this resort. I feel that the cleanliness is wayyyy below standard for the amount of money I paid. To have paid over $4000 for hotel/lodging alone, makes the situations we've encountered completely unacceptable. And a refund request is not unreasonable, giving what we have dealt with and our overall lack of satisfaction in the Royalton St Lucia. We even cancelled our excursion planned for yesterday, to deal with the latter of the situations...so yes an entire day was wasted for us. I informed both Ravi and Abdullah, that I would be reaching out to the executive manager of the property, as well as others, to demand a refund for 4 nights, at the minimum. Again I do not feel like this is an unreasonable request, especially when you are talking about a guest dealing with bed bugs, vomit, and stains on the sheets. This has been a huge waste of money for the 3 of us, and I have no plans to ever stay on another Royalton property! I have requested that someone in upper management reach out to me regarding my experience.

I had a group of 20 book with the Royalton white Sands June 20-25, 2019 for a vow renewal. Their experience was very unpleasant...dirty rooms, broken balcony doors, being switched from room to room 2-4 times and one guest even had a strange man walk into her room. I have reached out to Royalton since June 27th and no response. Royalton has showed a lack of concern for their guests. As a travel agent I have lost faith in Royalton and will never book there or recommend them to any clients or any of my fellow agents. It should never take over a month for a resolution.

Paid extra for better flight to have a full day extra in Varadaro. 615am flight was bumped to 420pm and the to 505pm. Was offered a basic 100$ voucher. Travel alerts also didnt work. Never received notice of second flight change. Want a refund for the extra we paid for better flight and mileage to and from the airport. Now very skeptical I will get home.

Reservation were made through third party two months out. Arrived on the island and at the resort July 11, 2019. We were all registered/ checked and and receipt for made accepted and completed. We were told however that they were overbooked for Saturday and we may have to check out(If no cancellation) and suggested we could stay at one of their joining facilities. That was understood. We were escorted to our rooms. Saturday came and no one checked out so we opted to go to Azul for the one night. Which was a horrible place to stay for the price.
Sunday(Jul, 14th) came and we went back to Royalton. We went through he entire check-in process again; completed the form(Each of us), and provided our credit cards. We were told the price, my two friends, and myself who was staying in a single room-we agreed, and our cards were processed and given back to a long with our individual receipts.

Check-out time arrived and myself and another friend reached the lobby at 5 min til noon. I was told that I owed an additional eighty -seven dollars. I asked why. The young lady at the front desk explained that I was not charged the proper price. After speaking on the subject with her and still not grasping, I asked to speak with a supervisor. She went and returned with a young man whose name was "Roshaun". I asked him if he could fine out what was going on and explain to me why was I told/charged one price at check-in and now am being told I needed to pay more money. He explained that the room I stayed in was a certain price but I wasn't charged it and needed to pay it. And continued on for a bit trying to convince me why I should pay the additional charge. I then asked him to allow me to speak with someone higher than himself. He picked up the phone and called someone and walked away from me down to the other end of the desk (Out of ear shot).
I waited while he paced back and forth and continued to talk on the phone with someone. As time was passing I became increasingly worried because my flight was leaving at 314p. I asked the young man closest to me if he could ask him what was going on and to tell him I would miss my flight if he didn't get someone down now. 'Roshaun' continued to walk around in the lobby on the phone and around the desk. So, finally I walk up to him and asked him what was taking so long? He held up one finger to me(As to say one moment). After about 10min more . . the bell boy (Chris) came around and told me that the transportation was sending for me and wondering what was taking so long to check out. I explained to 'Chris" what has happened and that he was supposed to be getting a manager to come down. Chris then walked over to him and they had a brief conversation. Chris returned to me and explained that a manager was to come. I walked back over to 'Roshauan' and asked him why was it taking so long he simply explained "She is coming."
I then threw up my hands and headed to the car and said "I'm leaving, I'm going to miss my flight." Chris then explained that I would not be able to exit the premises until this was all resolved. He begin to assure me that she was coming. I waited five more minutes and asked to use the restroom while waiting for her to arrive. When I returned from the restroom she was at the desk with Roshaun. She proceeded to go over the situation and I stopped he and said "Listen! I don't want to hear the scenario all over gain. I have been explained it over and over. I need to eave. I was told that I could not leave until you came down. And if you were not going to tell me anything different. . I don't have time. I going to is my flight. She explained that she wasn't going to go over it all again but she needed me to give the access to my card so they could process the charge and I could be on my way. I told her "NO" I was n ot gong to give them my card again. She explained that if I didn't pay, then her staff would be forced to take the charges and that her staff there in Jamaica cannot afford that. I told her it was not my problem because It was not my erra. I further explained that it was not fair for me to be told one price and then at -out told another. I further explained that would have roomed with my two friends for the one night had I known. She continued to go back and forth, explaining the same thing over and over as if to punish me or to force me to give up the credit card. I asked her are you all going to pay for our flights if we miss them? She explained "NO we will not." I said then you need let us go out of here or I would be filing a complaint. She advised me that that would be fine. I reiterated to her that it was now after 1pm and I had been over an hour now at this desk. She replied that it was not her who has kept me because she was just learning of the problem. I explained to her that all this time Ive been waiting on you to come and you tell me this is your first learning of it? I then told her she was a liar. I then asked if she was holding me hostage. she then got on the phone to call some one and refused to answer the question. I then pulled up my phone and begin to record. She rushed be hind a closed door and call for someone to come out and cut off the band and to let me go. Got to the entrance and 'Chris asked for the card. I gave it to him and jumped in the car. I did not exit the Royalton
premises until ten/fifteen-minutes after 1pm.
We reached the airport at 235pm even after the driver was driving at the highest speed possible with other traffic on the road, and was told that we were not allowed to check our bags in and would miss our flight because the flight leaves at 314 and the cut off time was 2:00pm.
Me and one of the girls had to find a place to stay for the night after booking another flight because we lost credit with our original tickets with Spirit Airlines. We could have stayed with Spirit but would have to wait until Thursday and pay an additional $99. Neither one of us was in a postilion to stay and extra two days. We booked a flight with American Airlines for the following day (Yesterday) Jul. 16.

This was cruel and unethical punish. It was intentional and unjust. I know that without a shadow of a doubt that procrastination was purposeful as a means to give up my card again or miss my flight.

My desired outcome is to be reimbursed for money I lost; (The new ticket and cost I paid for the hotel that night we missed our flights. I would also like for that managers, whose name they told me was "Clighty" to be reprimanded and retrained.

Theer was some dificulty utilizing the add photo/video but please find attached my original Itinerary, my hotel receipt for that night and my new ticket price I paid. If there is any thing else that I can add, submit or do. . please feel free to contact me at anytime.

Kind Regards,
erika.[protected]@yahoo.com
erika.blandin.[protected]@gmail.com

good day i STayed at the royalton riviera maya from june 13 to 22 2019
we had reserve with familly and friends .
week went by fin until the last day.
bellow is a copy of letter sent to hotel before we left and they had extended an unaceptable offer in compensation.
we will take this issue to court if we dont get any answer from sunwing as well as post all emails to and from hotel
Ralph Bosse
[protected]

Riviera Maya, July 8, 2019
Vacation Experiences RRC 44126 2019 13.06.19 9NTS SUNWING VACATIONS 109797774

Dear Mr. Bossé and Mr. Pelletier

We want to thank you for the time taken to contact us; please apology any delay in the response. It was an honor to be entrusted with your recent vacation at our hotel. Please find attached our letter; we are sorry for any inconvenience experienced during your stay.

If you should have any further questions or require additional information, please do not hesitate to contact us.

Best regards,

Bettina Zimmerer | Post Travel Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Royalton Suites Cancun
Email: customersupportrrc@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13017

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Bettina Zimmerer
Enviado el: lunes, 8 de julio de 2019 11:31 a. m.
Para: Ralph
Asunto: RE: RV: follow the email room 4202

Dear Mr. Bosse,

Thank you for your email communication; please apology any delay in the response. I found myself sick and out of the office.

I am currently working on all information and will respond during the day today.

Thank you very much and once again please apology any delay.

Have a lovely day
Best regards,

Bettina Zimmerer | Post Travel Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Email: customersupportrrc@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13001

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
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De: Ralph
Enviado el: lunes, 8 de julio de 2019 5:25 a. m.
Para: Bettina Zimmerer
Asunto: Re: RV: follow the email room 4202

Mrs zimmerer,
We are now Monday July 8th you and you have yet to reply to your last email.
Hoping you will follow suit to your promise to come back to me by July 5th, failure to do so By the end of today July 8th, I will be under obligation to further my request to Sunwing and and requesting legal action with my lawyer.

Once again we sincerely hope we can come to resolution without going thru these costly and time consuming actions, but if need be we will.

Immediate action on your part is required.
Regards

Ralph Bosse
Jean-Philippe Pelletier
Montreal Canada
de mon iPad

Le 2 juil. 2019 à 12:15, Bettina Zimmerer a écrit :
Dear Mr. Bosse

On behalf of Royalton Riviera Cancun we thank you for your email communication dated on June 29, 2019 sharing the experiences of your recent vacation.

Be assured that coordinated effort is being made to address every issue presented. All our corresponding departments have been contacted to review the customer feedback provided. You will be contacted within the next 3 days, on or before July 5, 2019 upon completion of our investigations.

If you should have any further questions or require additional information, please do not hesitate to contact us.

Best regards,

Bettina Zimmerer | Post Travel Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Royalton Suites Cancun
Email: customersupportrrc@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13017

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Ralph
Enviado el: sábado, 29 de junio de 2019 05:52 a. m.
Para: Pilar del Peral Gonzalez
Asunto: Re: follow the email room 4202

Good day Senior del Peral,
We have read your reply and brought this to the attention of a lawyer.
We do understand that you have taken action pertaining to the employee, and have extended your regrets toward us.
But regrettably, I will not be able to afford a 5star hotel again, this was a one time occasion, and has been ruined by a discriminatory and hateful comment. This was once in a life time dream, spoiled my dream, and has left us both with mental and emotional scars.

After speaking to my lawyer and as this situation is against the law, he suggest that we come to some kink of financial agreement between us, if not, we will be contacting Sunwing vacations and asking for legal action in court against Royalton and Sunwing vacations.

We sincerely hope this can be resolved between us and not have the situation escalate to legal sanction.
Awaiting for a prompt reply on your part

Ralph Bosse
Jean-Philippe Pelletier
Montreal Canada
de mon iPad

Le 26 juin 2019 à 18:02, Pilar del Peral Gonzalez a écrit :
Dear Mr. Ralph Bosse

Firsts all I would like to offer my apologies for this Incident, In Royalton, we are committed to providing the Best Service & hearing this incident it just makes me think how much we fail on your stay & the way we make you feel.

I was notified that the Management from food & Beverage He did take actions to make this mistake was nos repeat ever the person that you mentioned he doesn't belong to the Hotel & he not provide the Service anymore. I now mentioned this I will not erase the bad taste that this incident makes on your Vacations.

However, it will be a pleasure for me & my manager if you give us a second chance to change this expectation If you decide to come back in the Future we can Honor a Free Room Upgrade or see the Best option to make a perfect stay for you & you love ones.

I reminded at your Service an thank you for sharing this information so we can take actions to make someone else experience to enjoy it.

Have a great Day!

Pilar del Peral Gonzalez | Diamond Club Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Email: diamondclubcun@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13035

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Ralph
Enviado: lunes, 24 de junio de 2019 07:23 a. m.
Para: Diamond Club Office
Asunto: Re: follow the email room 4202

Good day señor Del Peral,
Sadly this email is not one for the books as I was asked to relate the offensive vulgar encounter with one of the waiters at the Caribbean restaurant today june 21st around 1pm.
As we had seen that the Carribean restaurant was open at lunch we decide to treat ourselve one last time to the fantastic shrimps with coconut that we enjoyed twice rather than once.
Arriving at the restaurant, as mentioned around 1pm, we requested a table for 2 inside as we wanted to take advantage of the air conditioning. I gave my room number as well as my family name in Spanish as I have a fairly good understanding of the language.
Mentioned there where no alergies and where directed to the table directly to the right of the reception desk.
We were asked for our beverage order and order two mineral water.
As we looked at the menu we were sad to notice that no shrimps were serve at lunch but asked if we could still have some but our request was denied as prep work for evening items was not ready and was a different chef.
We had still decided to have our lunch and enjoy the beach view.
I ordered 2 plates of calmars and a césar salad and my partner ordered a plate of wings and a chicken and fries plate, he ate but 3 as even him found them to be to spicy.
Shortly there after he wanted an extra of guacamole and called the waiter : permiso ... the waiter held up both hands as to say ( pare) he came and we requested the extra with a please and thank you upon delivery.
As we where about to leave wad no smaller bill than a 200 peso bill and decide...well for once we wont leave a tip, as we did during or whole vacation.
We stood up and the waiter approached the table as we where stepping out and clearly we heard him say some vulgarity calling us ( maricon) along with some other words.
As we walk away i asked my partner did you hear that?he replied yes... and thought myself we should just brush it off... but the further away we walk the more and more i got upset.
Then i got nervous and anxious to the point i had to go to my room and try to relax, witch did not work. Thus i decided to bring this to the attention of the Diamond Club. This ordeal has ruined my last day leaving me and my partner with a very poor opinion of the Royalton and our whole vacation.
Not saying the whole staff is the same but none the less, one bad apple ruines the basket. We have save our money to come to a five star hotel once in our live. Ive spent a month of salary and a short of week worth for tips all this to have it ruined upon our very last day.
We have received excuses from Diamond club, our butler and his superior as well as manager of the restaurant this evening. But the répercutions will last a long time as we go back to our jobs and speak to our co worker friend and family about this as well as our self worth being offended and hurt for quite some time. Tonight we have got to sleep, but im sure the words pronounced will bounce around our head and will make our last night here an uneasy rest.
We sincerely hope that this will never happen again to another guest, NO ONE should endure this type of treatment.
Respectfully,

Ralph Bosse
Jean-Philippe Pelletier
Montreal Canada

de mon iPad

Ralph Bosse
de mon iPad

Le 24 juin 2019 à 08:15, Diamond Club Office a écrit :
hello Mr. Ralp,

This is Diamond Club Lounge

Paul Alvarez| Diamond Club Royalton
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Email:
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext:

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

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NOTICE OF CONFIDENTIALITY: This material is intended for the use of the individual to whom it is addressed and may contain information that is privileged, proprietary, confidential and exempt from disclosure. If you are not the intended recipient or the person responsible for delivering the material to the intended recipient, you are notified that dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please contact the sender immediately and destroy this message accordingly.

AVIS DE CONFIDENTIALITÉ: Ce matériel est destiné à l'usage de l'individu à qui il est adressé et peut contenir des informations secrètes, exclusives, confidentielles et exempt de divulgation. Si vous n'êtes pas le destinataire ou la personne responsable de transmettre le matériel au destinataire prévu, sachez que toute diffusion, copie ou distribution de ces informations sont strictement interdites. Si ce message vous a été transmis par erreur, veuillez contacter l'expéditeur immédiatement et détruire ce message en conséquence.

NOTICE OF CONFIDENTIALITY: This material is intended for the use of the individual to whom it is addressed and may contain information that is privileged, proprietary, confidential and exempt from disclosure. If you are not the intended recipient or the person responsible for delivering the material to the intended recipient, you are notified that dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please contact the sender immediately and destroy this message accordingly.

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AVIS DE CONFIDENTIALITÉ: Ce matériel est destiné à l'usage de l'individu à qui il est adressé et peut contenir des informations secrètes, exclusives, confidentielles et exempt de divulgation. Si vous n'êtes pas le destinataire ou la personne responsable de transmettre le matériel au destinataire prévu, sachez que toute diffusion, copie ou distribution de ces informations sont strictement interdites. Si ce message vous a été transmis par erreur, veuillez contacter l'expéditeur immédiatement et détruire ce message en conséquence.

We bought a package for all inclusive vacation in Antigua from June 7th, 2019 to June 14th, 2019. for myself Stoyan Pavlov and my wife Roumiana Pavlova
Reservation number is 979814.
The evening before the departure on Thursday June 6th, 2019 around 6:00 p.m. we opened Sunwing website to register on line.
The information that came up, was showing 9:30 a.m. departure time for our flight WG 114 from Toronto to Antigua.
But, the time on the electronic tickets was 6:30 a.m.
We called Sunwing at 6:37 p.m. to confirm the change of the flight time.
We were very concerned about our vacation, it was gift for my wife for her 60th birthday.
The Sunwing's representative, we spoke with confirmed, "yes the flight time is changed for 9:30 a.m. and you are not going to missed your vacation".
The next morning Friday June 7th, 2019 we came to Pierson airport around 7:30 a.m., but we were very badly surprised, because there was no change of the flight time and we missed the plane.
We called Sunwing right the way and explained the situation.
The lady, her name was Nadia, informed us that Sunwing can not help us, and if we buy one way tickets Toronto - Antigua with some other company for the same or next day, they will save the rest of our vacation package.
We succeeded to buy tickets with Air Canada for next day, it was Saturday June 8th.
We spend $554.78 for these tickets, baggage charge of $60.00, also we lost one day of our vacation and we had to pay for the transportation from the airport to the hotel.
It was big disappointment for us and lost of a money.
Please find the attached document, showing the time 9:30 a.m. instead of 6:30 a.m. of our flight.
We would like to ask you to investigate the situation and we to be reimbursed with the sum of $554.39 for the additional tickets we bought, $60.00 for the baggage, the cost of the missed day vacation and $50.00 for the taxi, we paid in Antigua from the airport to the hotel.
Please contact us at [protected], or [protected] and our e-mail is [protected]@yahoo.ca

Regards,

Stoyan Pavlov

I stayed at the Royalton white sands montego bay jamaica.I booked a ocean view room at the royalton white sands in Montego Bay Jamaica, through cheap Caribbean online. We arrived to Jamaica from Los angeles and we were not put in an ocean view room. I told the staff there and they did nothing. Once I returned home. I contacted cheap Caribbean and they reached out, but royalton would not refund it credit any money for not having the ocean view room, which we paid extra for. I even attached pictures to prove it, but they have been unwilling to make things right. So I am reaching out to you before posting negative reviews or taking it to the next level. I hope we can reach a remedy of some sort. I have attached the photos for your review.  I stayed april 13-17 2019. The hotel refused to change my room or issue a refund for the difference between the ocean view and non ocean view room.

Key info =
Booking# 1829179
Booked a trip in Sept 2018 - suffered a serious heart attack Oct 19 18 - Cancelled trip Oct 22 18.
Trip cost-$4210 - immediate loss of nearly $300 admin cost
Summary of issue - Remaining funds were allocated as such- $1957 cash back $1957 voucher that is to expire in Sept 2019.
I am only six months into recovery, medications have changed multiple times and, although stable, I am advised not to leave the country as any medical insurance would not cover me in the event something happened so I am now faced with losing nearly $2000 because of the stipulations in the Platinum worry free security insurance plan. I am in no position to lose that amount of money and would appreciate getting my money back.

Book this trip and many others with Sunwing over the years, it is the only service I've ever used and I would like to be respected as a long time client that has experienced extenuating, life altering circumstances.
Thank you for your time.

Contact info-
Larry McKeown
[protected]@yorkville.com

I visited the Royalton in july 2018 and it an exceptional experience thanks to our butler Leandy. I decided to return now in may to celebrate my wedding anniversary and it was a complete disaster. We arrived on saturday and we only met our butler Mario on monday late afternoon. (No one even bothered informing us who are dedictaed butlers were going to be) He told us that he didnt know that we were staying at the cabana and that he was very busy. We informed him that our wedding anniversary was the following day. Perhaps my expectations were a bit high due to the experience i had last time. To my surprise Mario barely put any effort. Our diner reservation was at the snack bar. We didnt even get a bottle of wine on that day. Last year the previous butler went above and beyond and it was just my bday. I expected atleast the same quality of service for my wedding anniversary.Its nice to read other people s comments and see that he went above and beyond for others. I made a complaint to Cesar the manager. He said he would follow up the next day. He never did. Instead he sent Mario back to our room. I was so upset i refused to open the door and just stayed in my room for the rest of the evening. Only to find out that the manager is getting ready to leave for vacation. I then went to the front desk and requested no more butler service and yet they sent me a new butler Alex. I was looking forward to come back and plant my tree however due to this poor experience i will not be returning. I was even disappointed how the manager handled the situation with no follow up. He did not honor his word. If i would have known that Leandy wasnt going to be there
I would have cancelled the trip. The hotel made a BIG mistake letting Leandy go and replacing him by the worst butler ever. Maybe i got an exceptional service last year because management was on site. The service is not consistent its a hit or miss. What a shame. I even wanted to send my parents here for their anniversary but after my experience i will be sending them elsewhere. Being a manager myself, your manager handles complaints poorly and you are at risk of losing more customers and i thought you should be aware. Luckily i have another vacation coming up in september. I will be going to greece for 3 weeks to make up for this [censored]ty one.
Thank you Royalton for making our wedding anniversary so memorable! 👏👏

I traveled to the Royalton Antigua from May 9th-16th with the intentions of creating a positive experience whilst staying at the Royalton for the 1st time. I traveled with my significant other (with whom I was celebrating a 2-year anniversary). We arrived back to NYC on May 17th with nothing but negative memories from this vacation from hell. Our stay at the Royalton has caused us nothing but stress and anguish so I hope this review can at least help 1 person/couple/family avoid going through what we went through. Here is a synopsis of our nightmare experience:

Day #1/Arriving- We checked in around 3:30pm, at this point we were elated because we thought we had avoided the hassle of waiting for our rooms. We were ready to relax, but the Royalton had something else in mind. While unpacking our clothing and beginning to settle into our room, the bell-boy opens our room door with a stunned look on his face. The bell-boy was surprised at the fact that the room was already occupied. Shortly thereafter, we received a call from the front desk, whom informed us that we received the wrong room and we must pack up our belongings and meet them at the front desk. We returned to the front desk and waited a few hours before they were able to sort things out. Ultimately, they kept us in the same room and apologized for the inconvenience (forget the fact that you just wasted 3 hours of my life/vacation). We returned to the room in an attempt to begin to relax, so we decided to order some room service (we were too exhausted to leave our room at this point). We placed the order on the TV and waited for our food patiently. We waited hours upon hours only to receive NOTHING. We finally called the front desk to inform them that we have yet to receive our food. After which, we were informed by the front desk that the system has been down for hours and they weren't able to receive any of the orders through the television. We finally ordered through the front desk and received our food shortly before midnight.

Day #2- In attempt to enjoy the rest of our vacation, we decided to let bygones be bygones. We hung out poolside and ordered some drinks to kick start our vacation. We were informed by the servers/bartenders (the entire day) that half of the cocktails were unavailable due to a shortage in the ingredients. After our pool day, we grabbed lunch by the beach bar & grill, to once again be informed that half of the food items on the menu were unavailable.

Day #3- A property manager by the name of Silvia Pita contacted us in an attempt to listen to the concerns we've had thus far. We met Silvia by the lobby bar to discuss our concerns. She assured us that the issues would be rectified immediately and she would make sure that our experience improves throughout the remainder of our stay. She agreed to meet us at dinner that night in order to discuss the possible solutions. We were scheduled to meet her at 8:30pm (at Hunter's Steakhouse). Silvia made the dishonorable decision that we (the paying customers) weren't important enough for her to honor her commitment. Silvia never showed up. At this point we were furious and were ready to move to another resort.

Day #4- Electrical issues with our bathroom intensified as did the toilet overflowing with water.

Day #5/6- The same issues with the shortage of food items/drink ingredients lingered on. The bracelet which functions as the room key malfunctioned, leaving us unable to access my room.

Day #7- The entire 6th floor lost water at a certain point. We were unable to shower until later that night due to not having water in the shower. The brown water continued to get darker brown.

Day #8/Departing- I like to call this day "The icing on the cake". We called the bell-boy around 9am to confirm that our luggage could be picked up at 11:20am so that we can leave the resort by 11:30am to arrive at the airport slightly before noon. Instead (you guessed it ladies and gentlemen) our luggage didn't arrive until 45 minutes later (around 12:05pm). We arrived at the airport late due to Royalton's negligence and poor customer service. We missed our flight due to Royalton and we were stuck in Antigua until the following day.

This was my first experience with the Royalton brand and after this horrid experience, I can assure you that it will be my last.

Management has shown a complete lack of remorse and has shown us ZERO willingness to rectify any of the aforementioned issues.

My self and family had booked with SUNWING to fly from Yyt to Yyz, , 4 adults 2 children, , June 12-June 20..
On May 14'got an email that our flights were cancelled, , , we had invested money on our trip with buying tickets and amusement passes, car rental, , , hotels, , , which the majority offers no refund, , , so we either had to lose all that money, , , or rebook with someone else, , , so we decided to rebook, , with another airline, , , it cost my daughter and her family an extra $1100.00 and us $500.00... I think that SUNWING should take responsibility and pay the difference in the airfare, , , We trusted SUNWING when they had the reduced price offer and jumped at getting our tickets, , , you guys gave us less than a months notice, , and of course all the airfares were gone up in price, , , in March they took the 737 out of the sky, , so why were we not informed back than, , we would have gotten our tickets at a lower price, , , , as we all know the closer to fly time the more expensive the tickets get, , , , you are a multi million dollar company and we live on a fixed income, , , this trip was for our 11 year old granddaughter as a birthday gift, , as she has never been out of Newfoundland, , she was so upset when we told her you cancelled our flights, , you left us with no options but to rebook and pay the higher price, , and we should be compensated for something besides our ticket

Hello Sunwing Representative
I am emailing in regards to my damaged stroller from a flight to Aruba on Sunwing airlines (April 30 to May 6th ) flight No. WG 706 / WG 707 (coming home flight No.) Booking reference No.[protected]

One wheel of the stroller has clearly been damaged, as you can see from the photos attached the wheel no longer lays flush on the floor and it is no longer parallel with the other wheel. I would like to be reimbursed for my stroller as it fairly new and was in pristine condition going on this trip.

Furthermore, the flight home from Aruba was extremely unpleasant and poorly executed by Omni airline. Our flight home was changed last minute to Omni airline, they didn't offer any food for purchase, as was done on the flight to Aruba. Our 20 month old daughter had nothing to eat, we were only provided a turkey or veggie wrap, and my veggie wrap had a dead fruit fly in it, which was disgusting and unhygienic to say the least.

Also, our flight was delayed over 2.5 hrs and anytime we asked what the issue was, why we were so delayed the flight attendants wouldn't tell us much and were very rude and dismissive .

In addition, once we landed we were told to pick up our stroller at baggage claim, which is unlike any other airline. Then we were later told the stroller was brought up for us so the flight attendant that told us all to pick up the strollers at baggage claim was incorrect in doing so and delayed the retrieval of our stroller unnecessarily. Extremely unprofessional and disorganized. My 20 month old daughter was crying and extremely tired, she just wanted to sit in the stroller and fall asleep.

Lastly, it also took over 1.5 hrs to receive our luggage and stroller, the belt would be moving however no luggage were on it. So many other flights came and went while everyone from our flight was still waiting for our luggage, we had customs staff walking through saying, "how have you not received your luggage yet" . when we asked what the issue was, no one could give us an answer.

I've traveled with Sunwing before and never experienced such poor service, especially damage to my stroller which is unacceptable . I would like to be reimbursed for my stroller as it fairly new and was in pristine condition going on this trip. UppaBaby travel stroller go for approx. $500 (Canadian dollars).

I hope to hear from you soon with an acceptable resolution

Cristina Ruffolo

Hello

We are scheduled to stay at the Antigua Royalton from May 21 - May 26th... This is our 10 year Anniversary and we were looking for a 5 star resort which looked pristine and with a gorgeous beach.

We booked a trip which given being a new property they are offering $ 600 in resort credits. I am reading numerous issues with the property on Antigua Royalton Facebook Group that people are leaving the property due to many issues including level of finishes, electrical issues, mosquito issues, rooms not being finished, limited alcohol choices, the spa is not open, unfinished landscaping, construction noise etc... We are paying a lot of money to come stay at this resort and are really concerned.

I have sent 2 emails confirming we have a swimout pool no response... I asked for The GM Christian Hansglade to reach out nothing... Trip Advisor has 2 reviews and they are not good.

I am shocked to here that we cannot use our Hotel Credit towards spa services? It is all inclusive so what else could you use it on? Also the casino is not operating and also 2 restaurants are not opened?!?

We really want an enjoyable 10 Year Anniversay trip but feel like we make a mistake booking at Royalton Antigua.

William Raye
Boston, Ma
[protected]
Email: [protected]@aol.com

My wife and I flew to Cayo Largo Cuba on April 5 for two weeks. The booking number for our flight was [protected]. We upgraded our seating to Elite Plus by booking seats 15A and 15B both ways at a cost of $200. When we got to Montreal airport, we were told that since we did not speak French we could not sit in our chosen seats. We were assigned two non-white plus - 3A and 3B. On the return flight, we were able to sit in 15A and 15B.
In view of the change in seating, I feel that we should receive a refund of $100 for the lack of Elite Plus service going down to Cuba.

Kenneth Vallins
[protected]

May 5th flight 621 from Veradero to Toronto
We had a pick up at our hotel Starfish Veradero for 6:45. Bus arrived at 7:30 and took us to the airport for our 10:45 departure. Arriving at the airport we discovered thru numerous converations with other travellers that we would not be flying out until 3:00. That, as well, Sunwing was aware on the previous evening at 9:00 that we were going to be delayed. Upon arriving at the airport and with previous inquiries with our Sunwing reps at the hotel we were informed we would be on time. From what we understand our 737 had been put out of service and 2 Nolinor planes were sent form Montreal to pick us up(which you were well aware of). No-one at the airport was forthcoming with any of this information. We did not have w-fi service in our rooms but discovered later that Sunwing had not bothered to E-mail us as to the problem. We finally checked our bags and went thru customs. We had not had breakfast and didn't have anyhing to drink so bought water and ate. Again no reps to give us any info as to flights. At some point we were told that we could have a snack and drinks on sunwing which was too late. We were then again delayed with no further explanation. After spending 10 hours at the airport sitting in uncomfortable chairs we were taken by bus to a small plane and finally left the airport to arrive in Toronto at 9:30. When we got our luggage my baggage was ripped. We were in no shape to drive 3 hour home after being up for 19 1/2 hrs. I also will need to see a chiropractor tomorrow as I could barely walk today from serious back pain from sitting so many hours. My husband and I feel compensation of $100.00 each on our next flight is not sufficient . We have received $50. vouchers in the past that we were unable to use due to expiry dates. Representative were rude and condescending. We have faithfully used Sunwing for years and are not at all happy with our treatment. We would hope that as valued customers you would consider a partial refund for our inconvenience. Thankyou in advance. Sandy and Hal Burke

Sent an Email Apr 13
Auto-response was "An agent will contact you within the next two business days" I have heard absolutely nothing. I just called your travel group.. they transferred me to a Voicemail box where you state someone will get back to me within 2-3 days... I wanted to speak to a real person.. he said that is not possible

John King
Cell: [protected]
- Booking number: [protected]

left windsor april 4th for varadero returned to windsor april 11th missing one bag

missing bag was sent to moncton by mistake..since then total mixup by sunwing.. sending very little info and the info they sent is totally wrong, . been talking to sheldon everyday and all excuses are used. suitcase went from varadero to moncton to toronto and then to ottawa, was told via air canada i have that info from air canada and west jet.. a rep from west jet called me to say they have the bag in ottawa at their counter...did not even fly by west jet. been in constant talk with sunwing...they have no idea where it is exactly. west jet gave me a new ref number that sunwing did not even have or refused to give to me. asked for a superior to talk to me and the agent from sunwing said they are both busy...of course they are.

i am no better off now then i was one week ago on the 11th of april sunwing is totally useless STAY AWAY.. i do not expect to get the suitcase back sunwing's customer cares system SUCKS

don fiox

I am writing `this complaint with a heavy heart! It has been 2weeks since I returned home from my trip and I can't shake my disappointment and sadness!

On march 25, 2019 I flew to montego bay, jamaica on sunwing flt# 354 looking forward to my spring break holiday that I saved for, for 2 years! The cost of my sunwing vacation was $2, 200.00 this began on what I thought would be a wonderful memory. Sadly, it was the beginning of a very disheartening/nightmare of a holiday.

My sister, brother in law and I were dropped off on the highway at mangoes beach boutique resort - as I walked through the gate, luggage in tow as tears were flowing down my cheeks. I walked up the stair well to my room, it was clean and had a very cottage like feeling, not what I was expecting but having a ocean front room and hearing waves hit the shoreline was tranquil. That was soon lost as I got into a cold shower and no face cloth! I asked for a face cloth every day and finally received a face cloth on day 4. The hot water did not work on the resort for our entire trip. Can you believe this?

We thought we would walk around the resort to get a good feel for the place but that was short lived.. The pool was disgusting, slimy, cloudy and we could not see the bottom of the pool. My hopes were to sit, read and relax by the pool! I am not much of an ocean person! The hot tub was filthy, filled with leaves sand and looked as if it hadn't been cleaned in months! We found out the pool hadn't passed inspection a week earlier! Also, we were told that there would be only 1 a la carte because the other was under construction, but we did not see anyone working on it the entire time we were there! The food menu was the same for the week the personnel were so unfriendly... I felt like I was at a school cafeteria, no service what so ever, having to get my own coffee and juice, cutlery salt and paper napkins and very little condiments.. Asking staff for help with things often seemed like a chore, at one point a staff member rolled her eyes. Lack of entertainment and people skills and no service! Does this qualify or rate as a 3 1/2 star all inclusive resort. My family had recommended sunwing and i'm too embarrassed to show them photos or tell them how truly awful this experience was. I have photos if you would like me to send. This place was truly a nightmare and I highly recommend, for sunwings reputation that you do not associate your name with this resort.

No hot water for the entire trip...? Hygiene, also what concerns me that this potentially could lead to many other health issues down the road as I came home with scaly skin. This resort should have been shut down!
We met with a sunwing rep (closett) with our concerns (with 8 other dissatisfied guests) I felt that she didn't really listen to our concerns! One elderly gentlemen shared his disappointment and said to us, "you guys are lucky you only have 1 week here, I am here for two!

I ask why?.. Why did you sunwing put your stamp of approval and have your name associated with this resort?
All inclusive... Sadly not!
Alcohol was measured to 1 oz. No matter what size cup... We were given a hard time!
Could not use the pool
Lack of public relations / service
Restocking water in room fridge.. Told that we needed to purchase. They stated"you receive two complimentary bottles of water upon arrival. That is it."
Wifi was so intermittent
Sunwing excursion bus said wifi available... This was not the case.
Tv's were working periodically on the sunwing planes to and from jamaica.

Returning home... April 1st april fools... What a joke
We were all so disappointed.

This is not like me to complain but I hope you can understand how much of a nightmare this truly was. I'm embarrassed to tell my friends and family how awful this vacation was. This was my first vacation in 13 years. I have not left a negative review yet for two reasons. Reason one is that I am so embarrassed that I spent a week in this nightmare and secondly I want to give sunwing the opportunity to make this right.

I look forward to hearing back from you and I would be happy to share more of the experience including the photos with you.

Thank you for your time!

Jan witty
[protected]
Email [protected]@hotmail.com

Hello,

On March 18th I flew from Toronto to Santa Clara via SUNWING. The flight was scheduled to leave at 6:15am. My travel companion and I boarded the plane. Seated at the back and waited as we drove around the tar mat and parked right back where we boarded.

The pilot came on the speaker to announce to us that he was no longer feeling well enough to fly and we were to get back off the airplane and wait while another pilot arrives.

This being the morning after ST. PATRICKS DAY, you can all guess what we're thinking at this point…

All the passengers were lined up and loaded off the airplane, (being in the back I waited the longest). The line up to get off the airplane moved very slow as they were handing out snack vouchers at the front of the line, which I did not take. There was nobody letting us know that this was an option to skip, while we were trapped in the narrow walkway between airport and plane. This could have been mentioned to us by one of the many SUNWING staff asking us to move out of their way as they passed all the paying customers by.

We then waited in the airport for the new pilot to arrive.

Once that happened, we were asked to board the very same plane, and wait for de-icing.

As a customer I was upset that this was now my paid vacation, and I was still waiting in the airport. I understand that people get sick, but there should be a stand by pilot on sight, as this cost many paying customers to spend their hard earned vacation time in a very uncomfortable airport. This was not a good start to any vacation, and I feel a $15 food voucher is not significate reimbursement for this delay, that wasted four hours of my vacation.

I am still writing my online review, and how you handle this email will be included in the post.

Thanks,
Courtney King