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.
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