Sunweb Ski - Overall Rating based on 27 reviews
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Ski trip with all services included
I had an amazing ski trip with your company, everything went smoothly, from the flights to the transfers, and checking in to getting our lift passes. I really appreciated how well organised and efficient your services were. I did have a small issue accidentally cancelling a lift pass, but when I got in touch with customer services they sorted it out quickly and professionally. Even though I didn't need to contact them during our trip, I'm sure the customer service in resort would have been just as good. Overall, I felt like I got great value for money with your company, especially compared to other tour operators or booking independently. I'll definitely be choosing your company for my next ski trip.
La Plagne Ski Holiday
We booked as a group of four with Sunweb in November '22 through a friend's recommendation. We returned from La Plagne in January '23, having been in touch with the local Sunweb rep there. I will keep this as factual as possible, but subjectively this was the worst package holiday I have ever experienced. We sent in a formal complaint 13 days ago through the appropriate channels, but have not received a response. I called to confirm Sunweb had received it, and was told they would respond in 3 working days. They have not. Below is a condensed version of our complaint letter.
1. Avoidable pool closure with health impacts, and unsafe opening.
Myself and my partner have chronic knee injuries and so the use of some way to apply heat to our joints is very important. I also have a medical condition for which I take tablets and injections. In order to ski with minimal pain, I need ice, heat and rehab movement - the pool and sauna are essential for this. I explained this all to Sunweb in December 2022 via email. We would have accepted Sunweb's offer then of a 10% discount, or to change location, but we received an email from Sunweb about a day after we inquired re the pool closure, saying that it would be open again on the 15th January. We trusted this promise and did not change accommodation.
We arrived at 7pm on 15th January and our hotel (Maeva) staff informed us that the pool had not been opened, although they had been told it would be. On the 16th of January, we were informed by the staff that it would be opened either that day or the day after (17th January). Staff quietly told us that they had been waiting for the pool to open since the 18th December.
The pool eventually opened, after we checked every day, on 19th January, from 4.30pm. However, the gate to the pool itself locked behind the first few guests to get into the pool, leaving them stuck in lukewarm water and unable to get out for about 30 minutes. Eventually these guests had to prop a chair up against a fence to get out of the pool area. This was a huge safety hazard considering it is an outdoor pool and the people trapped were only in barely warm water. The gate to the pool was only fixed at about 6pm, the pool is supposed to close at 7pm. Additionally, only one sauna room of two was open, cramming about eight to ten people into a box of about 5 square feet.
2. No keys for our friend's room
We had a major issue halfway through the trip, with two of our party who had booked separately with Sunweb. There were no keys in the packet when they arrived at 1am on a Wednesday. They woke us all up and we were preparing the room to squeeze six people into the four-person studio we were in (two people sleeping on the floor) before I was able to get through to someone from Maeva (by accident because someone happened to be holding the phone). If we had not been there, they would not have had a place to sleep, and Maeva reception was closed all day on Wednesday. The next day, they were offered frankly insulting compensation for their experience, in the form of free towels. They would not have been able to pick the towels up anyway because, as I said, reception is always closed all day on Wednesdays.
3. Extremely late and unsafe transfer to airport
Our transfer back to Geneva Airport was 1h 45min late. It was supposed to arrive at 10.10am. At 10.30am with no transport appearing, we called Ski Lifts directly (as instructed by the Sunweb voucher) who began to try and track down the driver with little success. At 11.10am, one hour past the time we should have departed, we were finally told they could not contact the driver and Ski Lifts unhelpfully advised us to try and find our own taxi to the airport! Baffled, we explained we did not know taxi services in the area at all, and Ski Lifts reluctantly said they would try to find another driver. When we asked why our driver was late, they did not have an answer. At 11.20am, the driver himself contacted us and promised he would be there in 5 minutes. He eventually arrived at 11.35am, and we left La Plagne after a miscommunication about another pickup, at 11.55am. The driver eventually, after a lot of blustering and avoidance, admitted he was 1h 45min late because he had overslept, due to previously working a 23h shift, and he was also on significant painkillers due to an injury. We spotted he got caught by at least 2 speed cameras, and was driving at 110mph on the clock.
The way Sunweb, Maeva and Ski Lifts have dealt with the above problems has been hugely unprofessional, dismissive and frankly rude. The Sunweb rep told us they had agreed to a 10% discount for the pool issue alone - considering we had tried to avoid this exact issue weeks prior, this was hugely upsetting and insulting.
We have asked for appropriate compensation. Our hope is that getting it will be the one good experience we can say we had with Sunweb.Ski holiday
Terrible service .. never ever again with sunweb
Andorra Ski Trip
Can't comment on cancellation policy as not affected.
We had a January 2020 party of 4 ski trip to Andorra. We were a bit sceptical when booking as the price was the same as previous trip (different provider) but also included the lift pass, so a saving of 280euros each from last year.
We booked the Hotel Himalaya (half board) so we knew we were safe there with comfort and location etc but was on sure of the rest i.e transfers, were the lift passes really included etc.
It turned out to be flawless experience, picked up in a small luxury coach, given lift passes and didn't get pestered for any additional sales pitch.
If we get out of this Covid19 mess and flights start happening, we will be using them again next season.Ski holiday
Avoid this company. They will ignore you if there is a problem, refusing to answer any correspondence.
ski holiday
Took my booking and money just fine, then they had to cancel everything due to coronavirus crisis and now won't refund but instead have given me a voucher. to use against a future holiday - it isn't transferable so if I can't go they get to keep our money!!! What a way to treat customers in a time of massive upheaval, will not use again. Disgusting AND illegal.
put dots where the spaces are as links aren't allowed, this is where we all need to log our complaints: www coronavirus-business-complaint service gov uk
Trip to Tignes
Had a lovely time, hadn't been in a while and the customer service lot made it very smooth. Had a few issues with airport pickup and the booking of some extras at the resort but they were quick with resolution. Really felt look after, I'll be booking with them again if we go skiing again.
Dont trust this company. They will take your money, but wont refund it if anything goes wrong.
You have been warned.Fully agree with Michael. I believe also that fake 5 star reviews are now appearing on Trustpilot.
by private-equity firm Triton.
which owns sunweb, read more by searching for sunweb + Trinton.
complain here: www coronavirus-business-complaint service gov uk
put dots where the spaces areRefund Credit Notes
Refund Credit Notes are financially protected
If your holiday was cancelled in light of the unavoidable and extraordinary circumstances due to the COVID-19 outbreak, you will have now received a Refund Credit Note. These exceptional circumstances have forced us to make some extremely difficult decisions. For Sunweb, this resulted in the issuing of Refund Credit Notes which have the same financial protection as the original (cancelled) booking.
A Refund Credit Note for a package holiday, explained:
✔ Lets you REBOOK your holiday for a later date
✔ IS financially protected
✔ Gives you the right to a cash refund up to the date it expires
✔ IS NOT a holiday voucher - holiday vouchers do not have financial protection
A recent statement from ABTA read: “Nobody knows for sure how long the current coronavirus pandemic will last, but we know that we will come out of the other side and we need to ensure that when we do, holidaymakers are still able to book and take their holidays and that there is a healthy and competitive travel industry to support them.” ABTA has further launched a ‘Save Future Travel’ campaign in which they are calling on the government to do whatever it takes to protect the travel industry and customer money.
Sunweb Group agrees with the statement written by ABTA and the importance of protecting our customers' money. This is why Sunweb Group has chosen to issue Refund Credit Notes. This Refund Credit Note entitles our customers to book a package holiday offered by Sunweb Group and is valid for a booking to any destination with a departure date of their choice. We completely understand that some of our customers are unhappy with the arrangements surrounding their holiday refund, but we are asking for understanding during these exceptional circumstances.
The financial protection in your original booking:
In general, Sunweb offers two types of package holidays: including or excluding flights. This is important to mention because if the original holiday included a flight, the holiday is financially protected by SGR. If the package holiday did not include travel, the holiday is then protected by ABTA. The Refund Credit Notes have the same financial protection as the original (cancelled) booking.
Your financially-protected Refund Credit Note must be redeemed by the expiry date. If you are unable to find and book a suitable holiday within the period, you can request a refund from Sunweb. A cash refund will be transferred by the expiry date.
Based on the EU Package Travel Directive, customers have the right to request a full cash refund to be paid within 14 days of the cancellation date where a holiday is cancelled as a result of “unavoidable and extraordinary circumstances”. However, as organisations are waiting on refunds from their suppliers and do not have the cash to immediately provide these refunds, an alternative solution has been found by offering customers a Refund Credit Note. You do have the right to refuse the Refund Credit Note according to the guidelines set by ABTA. If you do this we will refund you as soon as possible, however, due to the exceptional circumstances the time limit will currently exceed the 14-day window we kindly ask for your understanding.
Next steps:
If your original holiday did not include a flight, please click here. Or if your original holiday included a flight, click here to read the instructions on how to redeem your Refund Credit Note.The important part to their wall of text is: "Based on the EU Package Travel Directive, customers have the right to request a full ash refund to be paid within 14 days.."
What about the part that says "click here to read the instructions on how to redeem your Refund Credit Note" !! Thousands of people consider they have already asked for a refund!!
Review with most votes
Trip to Tignes
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