Review Time
About the Flight: I was told to get off the plane last even though there was only one hour to get to the next boarding area. I was on a cart waiting to be taken to the next plane. The driver said my companion wasn't allowed to get on the cart with me even though I told her he had to be with me due to a severe head concussion. Then the lady driving wouldn't listen to me when I told her my plane was leaving.
Finally she phoned the plane after I was severely stressed out and told them to wait for me. Meanwhile back on the plane my companion was extremely stressed out because they had shut the doors and said everyone was aboard. Airlines should NOT make people wait to get off the plane last when they have mobility issues and need to have a cart.
The Twin Fin Hotel is the worst Hotel we have ever stayed at! 😩😡 The room was extremely tiny, the blankets were thin, when the toilet was flushed it sounded like a bomb going off, it was also the height meant for a child. The elevators were intolerable, one time it took an hour to get to the first floor. The small swimming pool was almost always full of screaming kids! The lounge chairs were always soaking wet and filthy. The restaurant near the pool had awful food and the hostesses seating me were slow and rude. Only good things I can say, the bed was comfy and cleaning staff were friendly and did a great job! Air Canada Vacations should be ashamed of themselves incorporating this horrible hotel in their vacations! It was not cheap and not worth a plug penny.
Diane Curry
Buyer beware! Do not book your trip as an Air Canada Package, as there is a secret third party that operates at the hotels that may be calling the shots and may have the power to control your trip! If anything goes wrong or you need to make a change, it will not be accepted, and you will lose your entire trip package! Travel insurance does not cover a company forcing you to forfeit your travel package, nor does your credit card insurance. Don’t be out of 6,000$ like us. Save yourself the incredible stress, the countless hours spent getting nowhere on the phone (over many weeks), and the chagrin of not being able to afford to go anywhere else in the near future. It should have been a 50$ small adjustment to the booking, but instead cost us so much more.
We booked with Air Canada Vacations from January 26 to February 2,2026 to Royalton Riviera Cancun, everything was pretty good with the resort, our one negative experience came right off the bat on our bus ride to the resort, a guide on the bus by the name of Robert ( or Roberto)after welcoming us to the bus , told us straight out that 100 pesos,$5 or $10 are nothing for you , but it goes a long way for the driver and us. We found that very offensive, I think tips are voluntary and left to our discretion. We've travelled a number of times and have never encountered this in all of the Caribbean
I am extremely disappointed with the customer service I received from Air Canada Vacations regarding our canceled vacation package. The cancellation itself was handled irresponsibly, and left us stranded without clear communication or support.After spending over four hours waiting on hold to speak with a representative, we were offered a travel credit instead of a refund. Unfortunately, this credit is virtually useless, as prices for alternative packages at this time of year are nearly double or triple what we originally paid. This makes it impossible for us to rebook a comparable vacation without incurring significant additional costs.Overall, the lack of accountability, poor communication, and unsatisfactory resolution have left us feeling frustrated and let down. I would urge others to consider these factors before booking with Air Canada Vacations.
About the Flight: I was told to get off the plane last even though there was only one hour to get to the next boarding area. I was on a cart waiting to be taken to the next plane. The driver said my companion wasn't allowed to get on the cart with me even though I told her he had to be with me due to a severe head concussion. Then the lady driving wouldn't listen to me when I told her my plane was leaving.Finally she phoned the plane after I was severely stressed out and told them to wait for me. Meanwhile back on the plane my companion was extremely stressed out because they had shut the doors and said everyone was aboard. Airlines should NOT make people wait to get off the plane last when they have mobility issues and need to have a cart. The Twin Fin Hotel is the worst Hotel we have ever stayed at! 😩😡 The room was extremely tiny, the blankets were thin, when the toilet was flushed it sounded like a bomb going off, it was also the height meant for a child. The elevators were intolerable, one time it took an hour to get to the first floor. The small swimming pool was almost always full of screaming kids! The lounge chairs were always soaking wet and filthy. The restaurant near the pool had awful food and the hostesses seating me were slow and rude. Only good things I can say, the bed was comfy and cleaning staff were friendly and did a great job! Air Canada Vacations should be ashamed of themselves incorporating this horrible hotel in their vacations! It was not cheap and not worth a plug penny.Diane Curry
One star, because our "host" in Antigua was pretty good. The transfers from the airport to the hotel and back were timely. However, it would have been nice to be told in advance how the transfer would work, and where we would meet our driver. Just a level of anxiety we didn't need while travelling. And a pretty easy fix. So, get your act together - this is a simple one to fix.The big issue is the Resort Credit of $300 which is a huge scam. If you're using this $300 credit as a factor in deciding which tour company to travel with, think again. In order to get the full value, you'll need to spend about $3,000 on the resort, based on the list they provide. YES. It's not the kind of credit you're thinking. It's $'s off resort things like spa and cabanas. The options are limited, very specific, and limited use of each. So, if you book a spa treatment for $200 say, you can't use the whole credit, just ~$25 of it. And you can only use the spa credit twice. This practice is deceptive, pushes the bounds of legality, and is a total scam.
We booked a package to Grenada through Air Canada vacations. The plane clearly had not been serviced between flights, garbage was flowing out of the washroom bins less than an hour into the flight. Upon arrival, my suitcase was lost, I did not get it for 4 days. Air Canada Vacations response? “Air Canada is a separate entity from us, call them”. Zero help.
This is the worst company for booking your vacation packages, their customer service is horrible, I think that their call center is based in Mexico, after being booked and having cancelled three flights on the same day, multiple calls "dropped" by their call center with promise to "call back" and calls that never came, we no longer beleive that this company cares for its customers, after losing $7k to this horrendus company with horrible service we will never be booking with them again.
Our experience with Air Canada Vacations was absolutely terrible from start to finish. This was a group booking for 19 people for my wedding, and it turned what should have been an exciting time into eight months of nonstop stress, followed by two more months fighting for refunds.It took months and months just to get names correctly added to flights departing from different cities. Communication was slow, inconsistent, and often incorrect. Every step required repeated follow-ups, and nothing was handled proactively.Our original trip to Jamaica was cancelled due to Hurricane Melissa. Despite this, Air Canada Vacations repeatedly told me the resort was still open and that everything was fine—even after the resort’s own wedding coordinator personally contacted me to confirm the resort would not be reopening. As a bride, having to argue with the travel company about whether my own wedding venue existed was unbelievable.Because Air Canada Vacations offered no real support or solutions, we were forced to find our own flights and a new resort in Mexico to accommodate all 19 guests—on our own, during a crisis, and under immense time pressure.The Mexico trip was significantly cheaper than Jamaica, yet over two months later we are still waiting for refunds for all 19 people, including upgrades that were promised and never delivered. There has been no urgency, accountability, or meaningful communication.Air Canada Vacations provided:Terrible serviceTerrible communicationBroken promisesZero support during a wedding-related emergencyThey made wedding planning miserable, stressful, and unnecessarily difficult for nearly a year. I would never recommend Air Canada Vacations, especially for group bookings or destination weddings.
In February ’25 we booked a two week all-inclusive at the Fiesta resort in Costa Rica through AC Vacations on line. The only glitch to that trip was ascertaining the return shuttle to the airport in San Jose. The transfers to and from were included despite not having any voucher for them. On October 31st we booked three weeks at Hotel Villas Playa Samara in Costa Rica on line with Air Canada Vacations. After clearing Customs and Immigration at the airport in Liberia we were met by an AC rep who asked where we were going. She advised us that we should walk along the sidewalk to find someone with a sign with our names on it. By the time we found no such person and returned to the representative’s location, she was long gone. We had to pay a shuttle service CA$234 to get to the resort, a trip lasting 2-3/4 hours. The only way I was able to make that payment was through PayPal because, for some unknown reason, I was unable to pay with a credit or debit card. After meeting other guests who travelled with AC Vacations we learned that their transfers had been included despite not having a voucher for same. I used the AC URL specified for customer support during the vacation. That proved to be an endless circuit so today I contacted the local AC rep to register our disdain and disappointment with having to pay for our return transfers. The trip back will cost US$200. The representative looked up our name and the booking number. She explained there was no record on file for prepaid transfers so I had to phone AC Vacations’ help line in Canada. After explaining our situation we were told that because we had made our reservation as an e-booking online, the transfers were NOT included. WHAT? There was NO warning on that website that explained we would be responsible for paying the transfer fees if we concluded the booking. There was nothing on the website advising there was more than one booking level. Does all-inclusive not mean ALL costs incurred for the vacation from the departure from Canada to the return? I told the AC rep that had I been made aware of the fact that the trip from the airport to the resort was 2-3/4 hours and would cost an additional CA$565 I would never have booked this vacation. This experience has eliminated Air Canada Vacations from my list of options for the future. It is my opinion that this experience attests to what appears to be a deceptive and unethical practice.
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Air Canada Vacations specializes in custom vacation packages. All inclusive, travel, vacations and tours to destinations in the Caribbean, Mexico, Cuba, South America, and Europe from Canadian cities such as Montreal, Toronto, and Vancouver.
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