Sunweb.fr Reviews 2,525

Wife and sister-in-law stranded at Val Thorens: resort shut (4 belts only), 5/5 avalanche risk, roads blocked—forcing early escape home.

Sunweb hit us with illegal cancellation fees, ignoring Article 10.1 force majeure clause and EU 2015/2302 rules—zero support despite 3 desperate calls.

Pure distress, no refund. We're escalating for full justice.

I used to work in Sunweb in Egypt.
Very bad experience in organizing, you book trips like boat or safari or city tour , they are double price than other agents with same services.
Plus, local agent in Egypt is very racist as I'm christian and all other workers are Muslims.

Sunweb is simply the best and the cheapest ski tour operator. Very easy to contact them by email or phone. We re skiing with them for more than 10 years.
Never had any issue !

The bus transfert in return to france forget me at the a
Hotel on 19 may 2024 nobody pick me up to go to
Monastir airport in Tunisia. Sunweb ask me the build taxi driver taken on the road emergency when i complain wrote a mail they focus to a build only i send registered letter no answer ..sadness T operator

The ski area was very good. Hotel was terrible. Hygiene in the dining hall and kitchen was horrendous which left guests being sick and missing days of skiing. After speaking with the manager about it he said it was because of children playing and touching the cutlery...

En français:
J'ai effectué une réservation du 19/02/2024 au 22/02/2024 avec un package:
Hébergement,
Forfait,
Matériel compris!!
Lorsque j'ai reçu les bon d'échanges ,
Le bon d'échange matériel ne mentionnait qu'une personne...
J'ai donc appelé SUNWEB qui m'a gentiment répondu de ne pas m'inquiéter,
que ce bon d'échange matériel devait être surement valable pour 2 personnes puisque de toute façon j'avais bien un bon d'échange Forfait pour 2 personnes et que ça ne serait pas cohérent d'avoir 2 forfaits pour 1 matériel et que dans tous les cas
c'était compris dans le package !! J'ai donc fait confiance à SUNWEB...Erreur!
A l'arrivé j'ai dû rajouter 50 euros pour 2 jours de matériel pour 1 enfant de 11 ans...et la SUNWEB a eu un tout autre discour qui était le suivant:
"Vous n'avez pas coché le matériel pour votre enfant"
J'ai eu beau insister (j'ai eu 5 personnes différentes) et rien à faire malgré que ce soit bien stipulé:
Hébergement,
Forfait,
et Matériel compris!!
Bref,
Vous l'aurez je ne vous conseillerai pas de réserver chez SUNWEB

In English:
I have made a reservation from 19/02/2024 to 22/02/2024 with a package:
Accommodation,
Package,
Equipment included!
When I received the exchange vouchers ,
The equipment exchange voucher mentioned only one person...
So I called SUNWEB, who kindly told me not to worry,
that the equipment exchange voucher was probably valid for 2 people, since I had a package exchange voucher for 2 people anyway, and that it wouldn't make sense to have 2 packages for 1 piece of equipment, and that in any case it was included in the package!
it was included in the package! So I trusted SUNWEB...Wrong!
When I arrived, I had to add 50 euros for 2 days of equipment for 1 11-year-old child...and SUNWEB had a completely different discourse which was as follows:
"You haven't checked off the equipment for your child".
I insisted (I had 5 different people) and nothing could be done despite the fact that it was clearly stipulated:
Accommodation,
Package,
and equipment included!
In short,
As you can see, I wouldn't advise you to book with SUNWEB.

In french and english:

Bonjour,
Il s'agit de la pire prestation offerte par Sunweb et cela fait presque 10 ans que je prends une prestation chez sunweb moyennant environ 4k€ / an (jamais eu de problème) et c'est la dernière fois que je prends chez vous car vous avez dégouté tous mes amis.
Voici les raisons:
1- local de rangement de ski délabré, sale (on a l'impression que des rats pourraient se balader) et inondé,
2- sur l'appartmeent, nous avions loué 2 appartement duplex pour 8 personnes: l'espace est très petit (toilette impossible à fermer si vous faites plus de 1m50), nous étions 4 et c'était juste alors que l'apprtement est sensé contenir 8 personnes. Pas de four disponible dans l'appartement, matériel de cuisine cassé (plaque à induction cassé) ou manquant (pas de cafetière)
3- piscine non accessible les 3 premiers jours
4- le pire est la publicité mensongère sur la résidence indiquant sauna, hammam et jacuzzi mais non disponible dans la résidence Castor et Pollux.
5- en arrivant, nous apprenons que notre réservation n'a pas été prise en compte, nous avions bien indiqué et payé pour 2 appartements côté à côté mais il semblerait que l'enregistrement ait totalement été supprimé. De plus nous étions sensé avoir un contact sunweb disponible sur place qui ne répondait que 4h après avoir envoyé un message (autrement dit inexistant)
Pour résumer, sunweb ment sur ces prestations !

in english:
Hello,
This is the worst service offered by Sunweb and it's been almost 10 years since I took a service from sunweb for about 4k€ / year (never had a problem) and it's the last time I take from you because you pissed off all my friends.
Here are the reasons:
1- dilapidated, dirty ski storage room (it looks like rats can live there normally) and flooded,
2- on the apartment, we had rented 2 duplex apartments for 8 people: the space is very small (toilet impossible to close if you are taller than 1m50, we were 4 and it was just when the apartment is supposed to contain 8 people. No oven available in the apartment, kitchen equipment broken (broken induction hob) or missing (no coffee maker)
3- swimming pool not accessible the first 3 days
4- the worst is the false advertising on the residence indicating sauna, hammam and jacuzzi but not available in the Castor and Pollux residence.
5- when we arrive, we learn that our reservation has not been taken into account, we had indicated and paid for 2 apartments side by side but it seems that the registration has been completely deleted. In addition, we were supposed to have a sunweb contact available on site who only answered 4 hours after sending a message (in other words non-existent)
To conclude, sunweb is lying on their offer so be careful and use other provider !

never never with Sunweb again ! my first time and my last time! they just kept on blaming it is your fault not to check and not to ask! but if you don’t find a doubt, why ask? It is misleading and not clear in the reservation !

Customer service is the worst: reserved a 10 days trip, I arrived the first day at 23:00 but I knew about it and since the last day, I was scheduled to leave the hotel at 17:00, it was ok for me. Now I have just learned that I have to check out as normal at 10:00 and if I wished to have a late check out, I will have to pay for it!!!! Also, the customer service refused to give me a full name, same for the manager. This one kept arguing that I had reserved a 9 nights trip, although it clearly state 10 days on the receipt. They simply refused to do anything about, even if they literally left me 7 hours alone between my check out and the bus pickup time and this during the COVID period. Absolutely inacceptable!!!! I will definitely sue as this is a clear breach of contract: 10 days sold, only 9 received. Also they really should do something about their so called manager and customer support altogether!!!!

Service impeccable

The bus never arrived to pick us up at the hotel for the airport and we almost missed our flight!

Lamentable service client

excellent
brethenoux

1. Having paid the holiday deposit I then received nothing; no receipt, acknowledgement or letter. I did receive an acknowledgement of my payment stating that I would receive an email about paying the remainder of the costs, which must be done 30 (?) days before the holiday or the holiday will be cancelled. Having received nothing I contacted Sunweb asking for guidance to pay - they stated I needed to pay urgently and quickly sent an email with details! Maybe they wanted me to miss the deadline??!!
2. Going to Tunisia only 2 weeks after a terrorist killed 30 Brits. We are British. In the UK all agency booked holidays were transferred to other destinations or reimbursed. Sunweb would do neither, stating that as there was no French Government advice not to go then it was our decision - not going would be seen as a cancellation and we would lose all our money!! I thought Sunweb would be a bit more helpful.
3. I paid the highest room price available so we could have a suite with space for the kids. The hotel saw it differently - they gave us a horrible small room at 22h00 on arrival, which was subsequently changed to a horrible 2 bedroom room at 23h00.
A long argument with Staff and the hotel manager ensued the following day. Apparently these were the best rooms and all rooms are the same. At 15h00 they 'threw' me a key of another room, one that was exactly like in the photos that I had paid for.
4. Sunwebs fees should include baggage costs - this gets added at the end and you need to pay individually for each way! Who goes on holiday without bags, or only takes them one way!!!!
***
A very disappointing experience. Sunweb has poor customer care and their bookings are clearly not held in high regard by hotels.

our stay was very enjoyable in every way, sunweb price was brilliant, got our accommodation including lift passes for the same as accommodation alone at the same resort if booking direct.
Thank you!