Sunwing Reviews 

We traveled December 16–23, 2025 on a vacation package booked through Sunwing, staying at Starfish Varadero.
This vacation, originally budgeted at $2,468 CAD, ultimately cost us $4,356 due to conditions at the hotel and the need to return home four nights early.
Upon arrival, the room assigned to us was in unacceptable condition and did not reflect the photos or descriptions shown at the time of booking. We were told we needed to pay an additional USD 240 for a cleaner room. We paid this amount, only to find the replacement room still did not meet basic hygiene standards.
Throughout the stay, there were persistent hygiene issues, including concerns about food handling and cleanliness. As I was pregnant at the time, this created significant stress. I struggled to eat properly due to sanitation concerns, and instead of resting and enjoying a planned vacation, I was worried about my health and my baby’s wellbeing.
We approached the in-destination representative regarding leaving early due to these conditions. Ultimately, we had to purchase new return flights at a cost of $1,558 to return home four nights before our scheduled departure.
After returning to Canada, we entered into a complaint process beginning December 24. The matter was escalated to management review and continued for over two months.
Although Sunwing acknowledged that the hotel conditions fell below expected standards, the final resolution provided was:
• 15% of the hotel portion refunded (approximately $82 CAD)
• Non-transferable travel vouchers
We were informed that Cuban tourism regulations cap monetary refunds at 15% and that our early return was considered voluntary under the booking terms.
What feels deeply unfair is that:
• We paid extra for a cleaner room and did not receive one.
• We incurred significant additional airfare costs.
• The misalignment between advertised photos and actual conditions was not meaningfully addressed.
• The offered compensation does not reflect the financial loss or the stress experienced during pregnancy.
I am sharing this documented experience, so that future travelers can make informed decisions and understand how post-travel complaints may ultimately be resolved.

Don’t book with sunwing. They don’t review or make sure the places their advertising are legit. I stayed in Mexico at a COMPLETELY falsely advertised “resort” and sunwing did little to nothing to help us with this once we returned. We were basically told too bad so sad. Took WEEKS to even get responses. This company doesn’t care about you or your experience. They care about your money. Do yourself a favour and find someone who cares about what they Stand behind.

We went to Cuba on Sunwing tours. It was the worst holiday I’ve ever been on in my life and I’ve been a lot of places. The only thing good was the beaches were beautiful. The food was slop. I wouldn’t feed it to my dog. People were friendly rooms were disgusting, mouldy bathtubs curtains hanging on the window with two hooks instead of 20 door didn’t open all in all it was the worst vacation I’ve ever had I think sun life wing sun wing should be looking into some of the hotels that they’re sending people to and now I had to come home a week early and now I have to fill out a form 72 hours later that might be denied. I want my refund and I will go to no ends to get it.

We asked for a late check out for our last day since our shuttle wasn't coming until 2. They gave us 1pm. We put the do not disturb sign on the door and thought we'd get some extra sleep. But, just before noon, someone knocked on our door to ask if we wanted housekeeping.

Since we were awake we went to the lobby bar to have a drink and lunch before leaving. While drinking my chocolate martini I felt something hard and sharp in my mouth. I spit out four tiny pieces of glass into my hand. We called the bartender over and showed him the glass shards and suggested he change the ice.

He continued to serve people, so we took the glass to the diamond lounge to show them. I let them keep the biggest piece of glass. They said they'd take care of it but we watched as they continued to serve drinks using the same ice.

If everything else went perfectly, the lack of care regarding shards of ice would've been enough to keep me from coming back. But when you add the whole trip together, it was a waste of money to come here.

My wife and I booked a trip to Mexico for 2 weeks in the Riviera Maya. Our package was for flights, shuttle, and two weeks at an all-inclusive resort.

One critical factor was this resort was advertised as including kayaking and paddleboarding!
This is what sold us on the particular package we booked, because neither of us consumes alcohol and so an all-inclusive only makes sense if we have something to make up for the built-in cost of the drinks.

Our flight with Westjet was fine, though we got switched seats and weren't sitting next to each other. The shuttle from the airport to the resort was awful; the organization was poor and the wait time was over 2 hours.
The resort itself (Grand Oasis Riviera, aka Grant Oasis Tulum) was very nice. We arrived before the high season and so things were relatively quiet. They were still in the process of performing some renovations in another section of the resort but it didn't impact us too much.
The Kayaking and Paddleboarding, however, was not available. We asked the day after we arrived and were told it wasn't available yet. We asked a few days later to see if they had started it up, but again no dice.

Finally, I realized that the Concierge service at that hotel is run via Whatsapp and I asked them in text to book Kayaking. I got IN WRITING that the service was unavailable. Just to confirm I asked if Paddleboarding was available. Again, they wrote back the services were not available.

When presented with this evidence Sunwing refused to acknowledge it, said "The resort says the service is available"
They also claimed that if it was unavailable it was "due to weather conditions" but if you look at the weather reports for the period of 2025-12-09 to 2025-12-23; the weather was practically perfect.
Sunwing refused to refund us any cost since we had to pay to do these activities ourselves.

In short; call the hotel itself before signing anything with Sunwing -- I wouldn't be surprised if Sunwing offered an "All-Inclusive" and expected you to buy your own food and drink.

Royalto splash bavaro in punta cana vacation started and ended in complete disaster. Will never book with sunwing/westjet due to ZERO customer service. No one to give answers, no help with anything. Beware everyone!

Used a travel agent who helped me with the panic of the sunwing app. When the app tells you to click on something to make sure everyone in your party has the accurate info, they need to tell you to do this 24 hrs ahead, never said, so I could get nothing to work there. The travel agent said not to touch anything! App also suggested something in "Manage My Booking", also not to be found until just before flight. I spent a lot of time and anxiety thinking there was something wrong with me. Once I ignored most of the app I was fine. So I did not touch the WJ app either and just checked in on my computer for fear that there was more nonsense ahead. I found the SW and WJ apps beneficial only to tell me of confirming transfer, flight times and changes. The actual flights were fine both ways, crew very polite, while delayed on the repatriation flight, there were obviously mitigating circumstances. The resort was OK and we knew that going in. So, in all, pretty fair service except the SW app inconsistencies. SW rep in Cuba was good with advice.

We were offered a free shopping trip through Sunwing, as part of our vacation package. We had to book it through Nexus.. which we did with great difficulty! When we got to the pick up location, the bus that was supposed to take us, had been completely filled, by the hotel, Grand Oasis, and we were left , we were not on the list!!
There is no HUMAN Sunwing representitive! Only a chat, which show an 'Error' when you try to contact them. We tried to phone, with no luck either. It was the most frustrating experience!!

With the cancelation of cuba vacation we rebooked with sunwing and the the customer service was excellent

I stayed at the Royalton Hotel in Havana, which was very nice. There were no Sunwing reps to help with tours. Contacting them by What's App chat was ridiculous. It took 10 minutes to 1 hour to respond. I asked repeatedly to speak with a rep to no avail.
I never could book a tour or speak with a rep.

Sunwing has terrible customer service in Cuba. They will do absolutely nothing for you in fact they go out of their way to make things worse. Landed at a terrible resort in Cuba Grand Aston Varadero. I had to sleep with All my clothes on plus 2 blankets and it was still COLD in the room the entire night. Bed mattress was in terrible condition and it took 2 days to get another room. This hotel was also recommended by Sell Off Vacations. I have been to Cuba about 8 times and this was the first time with so many issues not being resolved.

I have travelled with Sunwing multiple times over the past five+ years and considered myself a loyal customer. Unfortunately, my most recent experience showed me that loyalty and compassion mean nothing to this company.

I purchased trip cancellation insurance that allowed cancellation up to three days before departure. Two days before our trip, my elderly father was suddenly admitted to the hospital. Doctors advised our family there was a strong possibility he would not survive. Faced with the very real chance of a medical emergency or death while I was out of the country, I contacted Sunwing and pleaded for flexibility.

I did not ask for a refund. I simply asked for a credit toward future travel, given the extraordinary circumstances.

Sunwing refused. Repeatedly. No empathy. No discretion. Just “policy is policy.”

I ultimately cancelled the trip and absorbed the full loss. Three days later, my father passed away.

What is most disappointing is not the money. It’s the complete lack of humanity. Sunwing could clearly see my booking history and long-term patronage, yet chose to hide behind rigid rules instead of offering even the smallest gesture of compassion.

Travel companies like to market themselves around “care,” “family,” and “peace of mind.” When it mattered most, Sunwing delivered none of those things.

I will never book with Sunwing again, and I strongly caution others: if life throws you an emergency, do not expect empathy, only fine print.

Wife had trouble with passport couldn't get through to any one.relize passport our problem but customer service sucked or lack there of

They suck. Booked exit row for 6 people , to Cancun, got zero. Almost no food on the plane , zero hot food. Came around 2 times with drinks on a5 hour flight. Delay after delay after delay . They do not care about their passengers.

They gave someone else our seats and did not tell us, spent 3.5 hours on phone to realize what they did, good thing I tried checking in 34 hours before our flight, because they moved us to the following day, glad I did not drive that far to airport for nothing, that would have been even worse. then the following day, tried to check in and they tried to charge me for 3 checked bags, when it was suppose to be free, spent another 2.5 hours on phone to correct my checked bag issue. Because they did not notify me of the changes, I was not able to get a rebate and change my parking situation, so that's another $30 I lost, then wasted another half hour at parking because the ticket did not match the times I originally paid for, 6.5 hours of my life I will never get back, they offered me no reimbursement at all for the day that we lost, our flight was not canceled they just put us on a flight the next day instead without even telling us, like I said good thing I checked in online and not at the airport. and let's not even talk about the huge argument I had with my wife about them screwing our vacation up.

Westjet owns SunWing. I booked an all inclusive through them and it was terrible. Much worse than they made it out to be in the description and photos. Loud, run down party place that smells of sewage. First room was very loud, dirty and in rough shape with very uncomfortable beds. They were able to move us to a different room about as far away from the party as we could get and could still hear it, the beds weren't any better, the shower was slightly better but the drain was plugged. We originally booked 2 weeks there through sunwing (don't ever go with them) We stayed for 4 nights, payed more to book a new flight home and tried to make it through another few nights. We woke up the next day and couldn't take it anymore and left. Big waste of money. Won't be getting anything back.

Troy Wedderburn, the guest experience manager in Jamaica is great. He replies swiftly, is very kind, and helped make our poor situation into a great outcome. Thank you for what you do.

No communication from them when the flight was cancelled at 1 am and we had to get off the plane. I was not informed of when we would leave or who to contact. The nexus rep did not respond to any of my queries so we just followed the other passengers while we were herded into buses and sent to a resort that was old, musty and had terrible food. Still no communication from sunwing so we took a taxi to the airport the next day when we finally got an email that our flight was leaving and waited seven hours there as that flight was delayed. I will avoid westjet and never trust sunwing but lesson learned.

Most demonic company... Try Expedia or any other company instead of Sunwing. 4 of the 5 customer service reps are rude and incompetent and outright nasty. They do not have have an internal escalation process. Mirza lied in her emails. The president Andrew Dawson, does not respond to customer emails. Most horrible company I every dealt with. Please do not use Sunwing.