We booked a travel package to Cayo Coco, Cuba from Sunwing, we were encouraged to purchase premium…read morepackages for many premium services and unfortunately nothing is provided as their promised. Normal guests finished check in in 10 minutes, we're waiting more than 30 minutes still cannot get our passport back. The room supposed to be newly renovated deluxe room, in reality, the door and ceiling are with big cracks, toilet is broken, mirrors turned black, shower hanger is falling, TV and air conditioner are not working, WiFi is out of service for two days and one night, dead cockroach in the shower room... I took all the pictures and videos and sent them to Sunwing client agent, the answer is nothing new, they've been aware of it, sorry, the hotel supplier is not willing to refund the additional fee back, as an agent, he can't do much. The most important thing to torture us is their mosquito issues, there're armies of mosquitoes attacking us, they're banging on my face, nose, glasses, they're flying between my glasses to sting my eyes, I couldn't breathe, I might breathe them in my nostrils, it's crazy! I've worked on the cruise ships for 11 and half years, visited 52 countries and over 300 cities, including Cuba, but I had never seen so much mosquitoes in my lifetime! In the Memory Carrie beach resort, there're hundreds of swamps with stinky, foamy standing water where are constantly producing tremendous amounts of mosquitoes every day in their resort. Whenever we passed by, we got to run, my face was distorted and swollen, we even can't get out of the room at night, because the mosquito repellent cream doesn't work due to huge amounts of mosquitoes, they are extremely active during the night.
What hurts me most is the agent- Mr. Khushbu J, he seems like willing to help us, I put a lot of hope on him, I thought that he keeps requesting me to send more pictures, videos and details, I believe that he's gathering all the evidence to help us, and no, he ignored all our requests and provided only apologies and two $75 vultures. We don't want your vultures, we want equivalent amounts of money back, since no service is provided as premium members, instead we almost got murmured by local mosquitoes, nobody ever mentioned anything about the mosquito problems with us when we booked our vacation packages. We felt scammed and got ripped off big time! They assured us that all the evidence we provided are correct! They apologize for it, still no money back! Money for Sunwing is on way in, no way out! If the clients are not happy, only apologies are provided, that's all! I will never go back with Sunwing, keep your vultures yourself! I will do anything I can to post in public reviews, for letting people realize how crappy your company is! Good bye Sunwing!!
