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. We booked through Selloff Vacations for a package sold by Sunwing.
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.
We put a credit dispute on the credit card and since this was booked through SellOffVacations, they refused to honor the fact that their agent lied to us and clawed back the money.
We even spoke to an agent from SOV and they claimed we would be banned from flying for having a credit card dispute.
Totally dishonest nonsense and horrible customer service. Since our credit card sucks, we may need to go to the extent of small claims court to get our money back.
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