Sunquest

This is the note I sent to customer service at Sunquest on Oct. 5, 2018 all I received back was a note saying they would forward to customer service to follow up with me. NOT!!!

Just would like to advise you how disappointed I was to find out that the

cost of the trip I booked went down by $250.00 per ticket $500.00 per

couple. The flight class on the cheaper rate as I was advised by Vacation seller

wasn't the same as the one I booked. So spf(Sunquest Protection Factor which is Price Protection Guarantee) wouldn't be honoured. What a cash cow and farce spf is. As a customer you might as well do some good in the world and donate the $29.99 (regular price $49.99)to a good cause. This is just another way tour operators nickel & dime you to death. Why offer Spf if you don't honour it.

It sucks.

I will not use this tour operator ever again.

I booked the trip through Sunquest to Cancun. Due to the miscommunication of the front desk of the hotel, I missed the shuttle to airport and have to hire a cab. However, I wrote the complaint email to Sunquest for compensation ( for complaint, you can not just simply speak to their customer service. You have to write the email to them and they will reply you in 30 BUSINESS DAYS!) The replied the email after nearly 2 months and asked some questions, and then after 1 month they replied the second email. They are not even trying to solve the issue, and they denied the compensation.

We booked with Sunquest to Iberostar in Veradero. There was no sunquest rep to meet us. They never showed up any mornings when all the other reps were there for other travel agencies. My wife got sick and rang the rep. She said she would be there the next day from 11am to 1115am. We waited until 1120am and then rang her. She said she would be there in 15-20 minutes. Ridiculous! We never ended up meeting her. Absoltely zero help from the travel agency! So poor! I would never use this agency!

We just returned from a delightful week in the Dominican Republic. However I'm not satisfied with the Sunquest rep in La Romana, M F. A lovely energetic lady, she nevertheless recommended a terrible booze cruise excursion that included two very long walks (four if you count both ways) and hours on a crowded catamaran with 3 very young children and 5 adults, 4 of whom have serious back problems which she was told about. She also said the tour would be rescheduled in case of bad weather; we were drenched and freezing in a storm out on the sea. Then for the ride to the airport at the end of our stay, she told us to gather in the hotel lobby at 10:20 AM to prepare to board the bus. The bus driver had instructions to depart at 10:00. With such a large party to be checked out of the resort, we were very rushed and quite upset.

WORST TRAVEL COMPANY! I went on a vacation with my boyfriend back in December 2016 where we ran into troubles coming back home. Sunquest has failed to offer any sort or resolution or compensation for the issues we encountered.

We had decent trip for 7 days in Mexico at the Bahia Principe Coba and was supposed to return home to Toronto on Dec 19, however we had some major issues for the transport to the airport. Our flight was departing at 9:35 PM. The transportation that was booked by the Sunquest rep (Elvis) was booked for 5:10 PM. We had prepared all our belongings and were ready to be picked up by the transportation at 4:50 PM. After about 5:30 pm we started to get worried. We went to the bell boy waiting at the front to ask if had just missed our Bus but he said that no Sunquest pick up had arrived yet.

He allowed us the phone to contact our Sunquest rep. After calling the rep we had told us that the transportation came on time and was 'waiting' for us. I explained to the rep that were there waiting with our bags in the front where everybody was getting picked up. We did not hear a single transport call our names or even mention a transport for Air Canada or Sunquest. The sunquest rep on the phone had said that the transportation arrived, 'left a message for the bellboy to tell us and left. We had been sitting there for 20 mins prior to our pick up time which & we had even spoken to the bell boy who said that no message had been left with anyone about our pickup.

After arguing on phone for a while our rep told us that there was no one transport that could come and get us and that we needed to pay for a taxi to get to the airport. He also said that we would be reimbursed by Sunquest when we get back to Toronto as long as we keep the receipt. The taxi ride cost us $85 and by the time we got our taxi and got to the airport we had 15 mins to spare before departure!!

The headaches did not stop there. We called Sunquest and were told to email a complaint. We waited more than a month and a half to get a response. At this point they refused to reimburse us stating that the manager of Iberoservice (the company that booked the transport) said the driver was there at 5:05 pm. They then sent us a screenshot of a random document that said the driver was there at 5:10, that he had a sign for us, and that he left a note. When we pointed out the discrepancy in time for pick up and the lack of credibility of this screen shot, they stopped emailing us back. We will NEVER book with them ever again!

I believe I must bring to your attention how disappointed I am with your service once I arrived at the resort in Mexico. I was under the understanding that I would have help with making bookings and getting information from a sunquest representative. I visited the appropriate area where my sunquest rep was supposed to be.. I say supposed to be because the entire 7 days that I was at the resort I never saw her once. I did however see the West Jet representative. And if it wasn't for him helping me so graciously I would not have received the information I needed or booked the outings that I went on.

If it weren't for him I also would not have known when the taxi to take me back to the airport would arrive.

There were 2 $20.00 coupons in my sun-quest folder for use with an outing that I could not take advantage of. The westjet rep was not able to make use of them. Sun-quest rep. left a notification on a welcome briefing with an assigned time for us to meet.....Unfortunately, I had pre-booked a dolphin swim for that day. And could not make the meeting. There was no attempt from her to change the time or attempt to contact me at any time that I was there. ( or even show up)

When it came to checking for when the taxi was to pick me up at the resort and take me to the airport. It was the west jet guy (who by the way sits at the desk next to her empty one) who pulled her books to inform me of the time, but he said he could not verify whether there was room enough for me, and suggested that I get a hold of someone for verification. I went to VIP and they called the 1800 , 24/7 number and got a recorded “not available” at this time message. They Suggested I try from my room. Which I did on Feb 3 got the same message, Feb 4th same “not available” message from the 24/7 number supplied to me by Sun-quest . Feb. 5th called twice in the morning once in the afternoon, not available message please try again later, went and checked ,and still no rep at the desk.... totally frustrated at this point I made the concierge call her cell phone, he was hesitant but I was not going to be put off any more. He got a hold of her and spoke to her in Mexican, so I did not understand what he was saying.She confirmed the time of pick up.

If anyone were to ask me about sun-quest, I would undeniably tell them I would never use them again. And suggest that they look elsewhere as well.

Booked holiday through red tag. Sun quest was who we went through for our vacation to Mexico, riviera maya. Departed Cagary at 8 am to Vancouver. Got to Vancouver with half hour to make it to our connecting flight from other side of airport. Reaching it as they were boarding. No time to pick up food. Got to cancun at 6 pm and was told to go straight to Sunquest rep for our uberservice to resort. The rep told us to wait for a bit , then came over and asked if we would mind taking a smaller van to resort and it would be faster. 3 and a half hours later we arrived finding out it should have been only 1 hour and a half. We met 2 days later with our Sunquest rep told her and she was very condisending to towards us. Told us she would arrange a better transfer from resort at departure but another rep would be here to help. Day do departure no rep to ask about our ride to airport. We were told 2 o'clock by front guy in lobby, the board in vacation reps offices said 130 , and no one could explain to us what we should be doing. Not even the hotel public relations. We were very frustrated at this time. So we just kept going to the front to see if we were being picked up at the estimated time. All the other reps from different offices were. Helping they clients out but ours didn't give to a damn to have someone there. So I would never book with Sunquest vacations again and I will pass our experience on to friends and family. Thank god we made it to airport on time or there would have been bigger issues.

I experienced going through security yesterday when I was just connecting flights to return to Canada from Mexico...I was put through 3 stages of security...then they put me in the round exam 5x s...then fristed me from head to toe in every part of my body in front of everyone...I was frightened and called to my husband, they told him if he moved towards me they would arrest him...I was very upset and treated like a criminal...when I was no even staying in the US at all. I'm a 59 year old woman who just renewed her wedding vows on the beautiful lisland of Cozumel and I will never return to the US ever again. I can't tell you how this experience left me.

Thanks for listening...Kare from Ontario Canada...

Sunquest vacations packages include transportation from airport to hotel however once we exited the airport our representative was difficult to find among the throngs of people and other tour operators. He was too busy texting to hold up the Sunquest sign. Once speaking with him, we found out that our bus was not even there to pick us up, it was "onthe way", he said. What?? Our flight was on time, not delayed, and it's not like they didn't know we were coming! The wait was 40 mins in the oppressive heat while we watched everyone else get on their merry way. He put us onto the bus, handed us a piece of paper for the next-day meeting and didn't even board the bus with us! No refreshments, no welcome info... nothing! In all our years of vacation package bookings with other providers... this is a first!

Our group travelled to Samana in DR for 2 weeks at the end of January. Everything was fine until we met our rep, we were assigned rooms that were not close like we had requested, the manager called our Sunquest Rep who refused to do anything we were on our own!!! The next day at orientation he couldn't stay off his phone and knew absolutely nothing about the day trips, we ended up in town booking on our own which worked out well. On return we passed on our comments to Sunquest who did not care as they had no other complaints about him. My advise DON'T GO SUNQUEST