J
Jennifer
July 06 2018 Viva Wyndham Tangarine Expedia Sunwing issues
Our trip took place on July 06 - July 13th 2018 We did INQUIRE and request a specific hotel my INQUIREY was very specific about the location - as we have stayed in that part of the city during our previous stays over the last 11 years 6 years with my son where our family and friends are located Upon our arrival the Representative stated that we will be going to Sosua and not Playa Dorada my 8 year old son and I were very sad and disappointed as our friends were waiting for us to arrive that morning I have been in contact with Expedia and the customer service representative was very helpful After spending 45 minutes on the phone with her and confirming the details of my complaint a manager contacted me later on in the day She states that I did not specify what part of the city I was going to but I did specifically ask for that hotel There are 2 of these hotels with very similar names Viva Wyndham Tangarine Viva Wyndham Heaven - One for 18 and one for family I can appreciate that the original booking agent might not have known that Playa Dorada and Sosua are in two different cities and in her defence it states ON MY ITINERARY that we would be staying in playa Dorada After speaking with the manager - she claims I did not specify where I wanted to go but because I said the name of the hotel it is basically my doing and she shut me down when I stated then why does my itinerary state Playa dorada saying that was not the original issue but was my backup - the confirmation stating where we expected to be I kept insisting that I will e-mail her the information and at first she brushed it off so now I am waiting for her to get back to me P S VIva Wyndham Tangerine was a very unsuccessful trip I am so disappointed and saddened the one time of year we got to go away this was our experience IN addition to my expedia experience here was my sunwing and hotel experience I am hoping sunwing will have a better end result for us Jen N-m Jul 17 12 09 EDT 1 Delayed flight from Pearson International we went through security at about 3 40 p m after confirming that our boarding time was 4 30 p m we did not board until after 7 30 p m 2 Upon arrival to the Dominican Republic Travel agent booked us in the wrong hotel Specific request was to be in Puerto Plata Dominican Republic Playa Dorada at Viva Wyndham near family and friends that lives nearby We were taken to Viva Wyndham Tangarine located in Sosua Cabarete 1 hour away from family and friends which meant we spent 90 trip in order to see family friends totaling in 180 00 cost this prevented our family friends from staying at the resort with us for the day it was not communicated until we arrived in the Dominican Republic that the resort we expected to go to was an 18 resort had I known we would have booked a vacation to Sunscape as we have been there the past 6 years once a year and have been very satisfied with our stay at Sunscape After arriving at the wrong hotel around 2 00 a m we were placed in room 3205 above the kitchen facing a wall where it was very noisy because of my son s health issues falling a sleep in a noisy room was very unsettling there was one bed although we requested and paid for 2 beds there was no fridge the Air conditioning could not be adjusted only freezing or off The day we arrived I asked the Sunwing rep if I would like to request a room change who do i speak to she said the front desk On Saturday the morning we ended up arriving I requested a room change that took us over an hour to communicate to the staff they still did not move us until the end of second day after a friend that we met at the hotel was very stern with them That room was 3 rooms away from where we were originally the second room number was 3209 the only difference was that there was 2 beds in this room and it was smaller we were still over the kitchen and facing a white wall At the end of the third day the Sunwing rep successfully had our room changed although the front desk said this was not possible - This time our Air Conditioning did not work and we still did not have a fridge When a manager was requested no one was there to serve us My understanding was that this resort had many features for children their kids club was often closed or relocated which was not clearly stated although after finding the staff for the kids club they had a rotating 30 minutes for activities- the staff could have been more approachable There was a number of obvious prostitutes accompanying older men at the resort which was very unsettling as my 8 year old was with me There is an area of the resort that people who DO NOT have a reservation to reside at the resort has access to the second pool by the paid bar by the kite surfing school 3 We were to be picked up from the Hotel at 6 00 p m as our flight was to be at 9 45 p m although delays are expected -it was not communicated until 6 30 p m half an hour after we were expected to be picked up we did not get picked up until 8 00 p m and the expected flight time was not clear although I understand that flight delays are out of our hands the flight delay s should have been communicated better both arriving and departing to and from The Dominican Republic not announced 30 minutes before departing from Toronto of 30 minutes after the expected pickup time We have booked through Expedia in the past and have traveled with Sunwing for over 13 years and I have been more then satisfied with both the hotels and Air services this is the first time that I have been very disappointed with the end result I have put in an official complaint with Expedia as one of their reps had mixed up our reservations in hopes they can find some sort of resolution they suggested that I include the case ID - S-162297299Best Jennifer I a