Sunburst Vacations

My husband and I recently took a week-long vacation to Cancun through Sunburst Vacations, and had a terrible experience with them. First, the shuttle that picked us up from the airport took us to the wrong hotel, even though we told them several times they were taking us to the wrong place. Our hotel, El Dorado Seaside Suites, has a very similar name to the El Dorado Royale hotel. Sure enough, when we got to the El Dorado Royale, the hotel staff informed our driver that we were, in fact, staying at the Seaside Suites, but he REFUSED to take us there. He called Sunburst Vacations, who advised him to LEAVE us at the wrong hotel! So he just drove off, leaving us to fend for ourselves in an unfamiliar country where we do not speak the native language! We ended up paying 50$ of our own money to take a taxi 30 minutes to our correct hotel.

Unfortunately, things got worse from there. The next day when we tried to contact Sunburst Vacations to straighten things out, we discovered the 1-800 number they had given us does not work from Cancun!! Perhaps they should consider giving a number that actually works in the country in which you are vacationing! Moreover, to our distress, nobody at our hotel had ever HEARD of Sunburst Vacations. The hotel staff called our local non-toll-free number for Sunburst, and set up a meeting for the next day with one of their agents. We cancelled all of our plans to meet with him, and then he never showed up!!! We called AGAIN to reschedule a meeting, and got an appointment for the next day. Again we cancelled our daily plans to meet with him, and at least this time he showed. We were informed that Sunburst does not even operate out of Cancun, but instead contracts with the GWV agency - more information that would have been nice to know ahead of time! This agent refunded our taxi fee and did apologize, but by this time 3 days (~half of our trip) had been ruined by their incompetence.

We called and wrote a letter of complaint upon our return home, as we spent a lot of money on the vacation and were very disappointed. We did get a lot of apologies but the only thing they offered us to make up for our bad experience was $200 off of our NEXT vacation with Sunburst Vacations! If they think we will EVER travel with them again given our poor treatment, they must be insane. We feel that anyone who wants to have a smooth, enjoyable vacation should NEVER travel with Sunburst Vacations!

My husband and I recently took a week-long vacation to Cancun through Sunburst Vacations, and we had a terrible experience with them. First, the shuttle that picked us up from the airport took us to the wrong hotel, even though we told them several times they were taking us to the wrong place. Our hotel, El Dorado Seaside Suites, has a very similar name to the El Dorado Royale hotel. Sure enough, when we got to the El Dorado Royale, the hotel staff informed our driver that we were in fact, staying at the Seaside Suites, but he REFUSED to take us there. He called Sunburst Vacations, who advised him to LEAVE us at the wrong hotel! So he just drove off, leaving us to fend for ourselves in an unfamiliar country where we do not speak the native language! We ended up paying $50 of our own money to take a taxi 30 minutes to our correct hotel.

Unfortunately, things got worse from there. The next day when we tried to contact Sunburst Vacations to straighten things out, we discovered the 1-800 number they had given us does not work from Cancun!! Perhaps they should consider giving a number that actually works in the country in which you are vacationing! Moreover, to our distress, nobody at our hotel had ever HEARD of Sunburst Vacations. The hotel staff called our local non-toll-free number for Sunburst, and set up a meeting for the next day with one of their agents. We cancelled all of our plans to meet with him, and then he never showed up!!! We called AGAIN to reschedule a meeting, and got an appointment for the next day. Again we cancelled our daily plans to meet with him, and at least this time he showed. We were informed that Sunburst does not even operate out of Cancun, but instead contracts with the GWV agency - more information that would have been nice to know ahead of time! This agent refunded our taxi fee and did apologize, but by this time 3 days (half of our trip) had been ruined by their incompetence.

We called and wrote a letter of complaint upon our return home, as we spent a lot of money on the vacation and were very disappointed. We did get a lot of apologies, but the only thing they offered us to make up for our bad experience was $200 off of our NEXT vacation with Sunburst Vacations! If they think we will EVER travel with them again given our poor treatment, they must be insane.