Review Time
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.
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.
My flight was supposed to leave yesterday at 3:45 PM, and I arrived at the airport by 12:40 PM for check-in. While waiting, we were informed of the cancellation without prior notice. We were told to go home and await updates, but there was a complete lack of communication from the company—no emails or rebooking information. When I called for help, it was confusing and frustrating. Different agents provided contradictory information, and I was transferred between airlines without resolution. I never received a written confirmation for rebooking. The entire experience was marked by poor communication and lack of accountability, leaving me without clear answers after the cancellation. I am now seeking a full refund due to the absence of reasonable alternatives. I cannot recommend this service based on this experience.
My flight was supposed to leave yesterday at 3:45 PM. I arrived at the airport at 12:40 PM, which was the designated baggage check-in time. While I waited, we were informed that the flight was cancelled without any prior notice. We were told to go home and await updates. After that, there was no communication from the company—no emails, no explanations, no rebooking information, and no guidance on what to do next. I waited the entire day and received nothing. When I sought assistance, the experience became incredibly confusing and frustrating. Different agents provided contradictory information. One representative transferred me to another airline, where I was left on hold for over five hours, only to be sent back. The company claimed there were “no issues with the package” and that the flight was the problem because it was operated by another airline. That airline, however, stated they couldn't assist me since the reservation was made through a third party, resulting in a frustrating back-and-forth with no resolution. I never received a written rebooking confirmation or an updated itinerary. I was verbally told about a potential flight the next day, but no official communication was sent. I later learned that any replacement flight would keep the original return date, effectively shortening my multi-day trip to just one day, which is unreasonable. Throughout multiple calls, I received conflicting answers about refunds and next steps. One escalated call ended without resolution. This entire experience was marked by poor communication, lack of accountability, and inadequate coordination, leaving me without clear answers after a cancellation that happened at the airport. I am now seeking a full refund due to the cancellation and the absence of any reasonable alternatives. Based on this experience, I cannot recommend this service, especially when immediate support is needed.
My flight was cancelled last minute, and the service did nothing to inform us about our options. It ruined my son's birthday and New Year's. They show no concern for customers, leaving us on hold for hours. The company is mismanaged and treats customers poorly. Despite the last-minute cancellation, they won't refund until you spend hours on the phone and file a claim. This is ridiculous. Please avoid this service.
Steer clear of this vacation service. This was the worst travel experience I have ever had. Our hotel was changed last minute to a downgraded room, despite promises of equivalent accommodations. The representative assured us we would be contacted, but after eight hours, we heard nothing. When we called for help, we were told to resubmit our request, even though they had all the information. We received no follow-up calls and were continuously bounced between unhelpful agents. Nearly 12 hours later, we still received no adequate service. If you want to avoid negative experiences during your vacation, choose a different service.
⚠️ FAMILIES - PLEASE READ BEFORE BOOKING ⚠️ Our family vacation at a resort in Cuba turned into a health and safety nightmare. I’m sharing this to inform other families before they book. We tried to leave immediately, contacting the service for the next available flight, but all were full due to the holidays. We sought other options and found nothing available. We were stuck with two children in unsafe conditions. In our rooms, we found cockroaches, mold, broken tiles, and blood-stained pillows, leaving my kids terrified to sleep. The resort-wide conditions were unacceptable, with unsanitary washrooms and food shortages. We reported everything, but nothing was done. This is about health and safety, not just poor service. Families should think twice before booking this destination, as we were trapped in disgusting and unsafe conditions with no help.
Ignore the positive reviews if you want an honest opinion. This resort is not as advertised! My family had to request a different room because our original one was terrible. The rooms felt old and uncared for, with broken amenities. The internet was unreliable, and the beach was unsafe with jellyfish. The pool was cold, and the food variety was lacking compared to other resorts. I am very disappointed due to improper maintenance and the overall experience.
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