Sunmaster - www.sunmaster.co.uk

Booked a holiday with sunmaster

The hotel was apparently 4 star

It was horrendous .

Dirty and unfit for humans

Asked to be moved hotels or flight home but this wasn't possible apparently .

On our return home tried to reach a mutual agreement with sunmaster for a refund but all claims rejected

Even with photos / videos and drs letter .

Now going through the court process and we'll prepared to take this as far as needed .

Had issues with transfers not arriving, so had to use taxis very last minute. Now complaints department aren't interested in resolving the complaint instead of good customer service being used

Booked 14 nights ended up with 12 they are false advertising places to stay with out dated photographs, booked to stay at the Golden moon apartments in Kusadasi, which is grotty and dingy and nothing like what was advertised.

Had an argument with the hotelier in which he assaulted my wife, so I defended her and as a result got kicked out of the dump, contacted Sun Master who stated that we had to get somewhere to stay as there was nothing they could do until today,as they had to contact the hotel, the hotel said we was aggressive towards them, and just like that Sun Master sided with them even though there was 4 independent witnesses as to what happened, Sun Master will not issue a refund so will deal with them when I get back home, avoid booking any holiday with this bogus company you have been warned !!

Easy to book helpful staff only negative is the price you see on the website is not the price you pay, but a good company to use for a package holiday, would describe themas good value for money.

Easy to book and friendly over the phone. Queries dealt with speedily and efficiently. Overall highly recommended.

My original holiday was booked for July 2020. We changed it to June 2021 and this was done very quickly and easily. The holiday was eventually cancelled and Sunmaster got in touch straight away and gave me the different options. We decided on a refund at this time and this was processed with expected funds within 14 days. At every step the customer service and communication has been excellent and when we are ready to book our next holiday, we will definitely be using Sunmaster!

We showed up on the 2nd of August only to find our transfer had been cancelled so we had to pay £70 to pay for a taxi to take us to the la grande Hotel in side, Antalya. We then was told by the hotel you had cancelled the hotel on the 28th July. Me, My wife and 2 children aged 9 and 10 had to walk the streets begging hotels to take us in as they would not due to covid 19. We had to pay £1,200 GBP to stay in a 2* Hotel with only Turkish, German and Russian guests. The staff could not understand anything we said as they spoke no English. We have no transfer to the airport on the 16th August when we fly home. I will be contacting the local newspapers as well as seeing our solicitor to pursue legal representation.

Absolutely disgusting behaviour. My sister waited 4 hours in the UK to speak to a man w ho told her a girl was dealing with it and then disconnected the call on her rudely. We have since had no communication from you. I have screenshots of our holiday information from my sunmaster account from the day we arrived with no cancellation stated until 2 Days into the holiday. The flights where not cancelled, So how could a holiday be cancelled and us allowed to still fly. Surely if our holiday was cancelled we would of been informed and the flights cancelled. My screenshot are dated again with no cancellation stated.

You have not even been in touch with us knowing all this information. 5 hours we walked the streets looking for accomidation only to find the hotel next door was our only chance. We had to wait for money to be transferred from a friend in the UK to pay for it as we had spent all our money paying for the holiday. My 10 year old son has Autism and 13 days in he is still crying everyday. It was hard for us to encourage him to travel with the promise of the waterslides which he has not been able to use. We have had to seek medical advise and support for him at the stress it caused him. I am also acutely Epileptic and collapsed with a 4 minute seizure on the streets of Side, Antalya as stress is a huge contributer to my seizures.

Both my GP and my sons pediatric doctor are in the process of writing medical reports for our solicitor.

How can you just abandon us in the middle of a foreign country with no support.

From booking to cancellation i must say first class. Got the best price for our holiday to Lanzarote, but now canceled due to covid. They were on the phone to me right away when it was canceled, any questions i had i emailed them and every time got a reply within 2 days.They rang again this week to tell me when i would be getting my full refund (should be on holiday now)and also had an email this morning confirming date, never felt worried once. Will defo be booking with Sunmaster Again.

Thanks Sunmaster and the two agents I dealt with.

I was told I could cancel our holiday up until 8th august before our final payment came out of my account with no charge and after the latest restrictions in Spain and not being able to get travel insurance I had no other choice but to cancel. Tried calling and emailing constantly for 3 weeks with no response to any of it at all.

Eventually had to cancel my bank card with all the hassle attached to that so they couldn't take any more money out of my bank account which obviously they would of and then I would of had a battle on my hands to get it back or they quite likely would of gone bust anyway.

Beware!!! A bad company with no customer service..

Was mis-sold a holiday last year for a two week holiday in a “newly renovated hotel” in Turkey. It turns out we stayed in a grubby part of the hotel grounds which had NOT been subject to renovation like the main hotel. I complained to SunMaster whilst in resort and also compiled a lengthy email on our return (there were multiple issues,) only to be offered a £10 discretionary refund as compensation. Will NEVER use again.

What’s worse is the hotel we stayed in have shown on social media the area we stayed in last year now newly renovated which they have undertaken this year, during the COVID pandemic as they’ve been closed!

Avoid at all costs.