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Sunmaster Holidays Reviews

2.1 Rating 82 Reviews

28 %

of reviewers recommend Sunmaster Holidays

Company Reviews

2.1

Based on 82 reviews


Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	6 - 12 Hours

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Sunmaster Holidays 1 star review on 7th September 2022

Sunmaster Holidays 1 star review on 7th September 2022

Sunmaster Holidays 1 star review on 13th June 2020

Sunmaster Holidays 1 star review on 13th June 2020

Sunmaster Holidays 1 star review on 13th June 2020

Sunmaster Holidays 1 star review on 13th June 2020

Sunmaster Holidays 1 star review on 13th June 2020

1

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Booked a 4 star hotel in Bitez through sunmaster, however it was no where close to a 4star.The room was an absolute disgrace, probably only 2 star. The food was more like 3 star. There was supposed to be a hamman and a fitness centre, neither was operational. The all inclusive was a joke only beer and cheap wine. Biggest disappoint ever and sunmaster was not at all helpful.”

Posted 1 year ago

“We booked our holiday with sunmaster We had lots of issues whilst on holiday with the hotel A dog shouldn't of even had to put up with what we had to . Going through the court process now Due to sunmaster rejecting our claims Iv added just a small selection of photos of the dump We stayed in Which sunmaster deny.”

Posted 1 year ago

“Never again with Sunmaster! Finally got a chance to do this review, we was badly let down after booking our holiday nearly a year in advance we had to pay an additional £400 or so due to flights being changed(Airline issues apparently x 3). We would have cancelled if it wasnt only a week left and they wanted us to book again!(kids would have been distraught). Customer service was non existant as they claimed it was nothing to do with them, well how was that our fault?changes after changes by them Surely they should have honoured our year in advance booking!”

Posted 1 year ago

“Had issues with transfers and their complaints department do everything they can to worm out of any kind of apologies or reimbursement”

Posted 1 year ago

“First when I book my holiday on line the price was one. After someone call me next day to talk about the details - price go up. I make 3 payment and they change every time by doing up. We arrived in the destination- no representative. Never come to the hotel and we have so many problems with. When we comeback I email them but still no reply. On top of that the hotel it was joke . Not even closer to 5 stars . Very disappointed. I will never by holiday from Sunmaster .”

Posted 1 year ago

“Booked a holiday with Sunmaster.co.uk as the hotel looked lovely, when we arrived the hotel was nothing like advertised, it was grotty dingy and smelt really bad, our Daughter and two Grandkids came with us, we booked rooms together with a view, our view was a bin and some waste land, my Daughters view was a building site, the hotel had amassed other peoples belongings left behind and was selling them in reception that resembled a jumble sale, we also found out that they was collecting other peoples shower gel and suncream and mixing them together to sell in the hotel shop, my Daughter paid for 7 nights and only got 6 nights, we paid for 14 nights and only got 6 nights, as we was thrown out of the hotel because of the violent hotel manager, my Daughter arrived back late on her day of departure as she was supposed to vacate the room at 12pm, bearing in mind that she paid for 7 nights so her check out should have been 12pm the next day, the receptionist who was very rude was having a go at my daughter, and we tried to calm things down telling them we was not aware of the check out time and that she paid for 7 nights and only got 6, she went away and we continued to collect my daughters belongings and suitcases to move to our room, when the receptionist returned with a very irate hotel manager who was shouting, he barged in the room and was trying to drag me to read a sign that was round the corner, my wife pointed at him and asked him to keep his voice down as he was scaring the kids, with that he grabbed her by the wrist and started to bend her arm to the right, so I shoved him with my left hand and he hit the wall, telling him to get his hands off, he said I want you out and I'm getting the Police, to which I said get the f ing police, he then went, I went down to the reception and said I want my laundry back, to which he replied its not ready, I said I don't care I want it back, he said its still wet, I said that's ok I will take it wet, he said something in Turkish to an old woman who got up disappeared and returned with our wash liquid and fabric softener in a bag, I said where are the clothes, she said they be here in 5 minutes, 5 minutes later our clothes turned up dried and folded, we proceeded to see our daughter off as she got picked up to go to the airport, whilst I was getting the laundry my wife contact the rep who introduced himself upon arrival, but he was not interested, because we have been going to Kusadasi for over 20 years, we made a phone call and got a far better apartment with a huge roof top terrace for £30.00 a night for my wife and I, we contacted Sunmaster.co.uk and told them what had happened and their response was there is nothing we can do until Monday as it was Saturday, they said you will have to find alternative accommodation and pay for it yourselves, Monday came and we got an email from Sunmaster.co.uk stating that they had investigated the matter and spoken to the hotel, who said we was aggressive towards them and that they would not give us a refund and that we would have to find alternative accommodation and pay for it ourselves, I am still having an ongoing battle with Sunmaster.co.uk who so far has offered to reimburse us for the alternative accommodation of £210.00 to make this go away, since I have been on all the review sites telling our story so this does not happen to anybody else, according to Sunmaster.co.uk they are still investigating the matter despite the email I have from them stating it has been investigated, since arriving back in the UK and been on review sites it has come to light that this hotel manager from the Golden Moon aparts in Kusadasi has been violent to 10 other guests who have stayed their including a boy and girl, just because they was longer than a hour on the pool table, the boy received a cut hand and the girl was hit in face with the pool cue, yet Sunmaster.co.uk defends this person and would call you a liar like they have done my family and I, as there was 5 of us who witnessed what happened, and only 2 hotel staff, as Sunmaster.co.uk states they are my family and not credible witnesses yet two hotel staff are, obviously they are lining each others pockets, I wouldn't now even book a taxi with this sham of a company let alone a holiday, avoid at all costs you have been warned ⚠️”

Posted 1 year ago

“Awful,they advertised our hotel in cyprus,( the panaretti)as 4 star, it was barely a 3 star, grubby hotel,broken floortiles in bathroom and bedroom, big hole in kitchen worktop, sockets not working, dark corridors, no stock in shop,no staff,yes 5 mins to sea, what they don't say is, you are on top off a cliff looking out to see, pool is dirty, management not approachable, complained to sunmaster, they cannot even be bothered to offer an explanation, will stay well clear in future.”

Sunmaster Holidays 1 star review on 7th September 2022

Sunmaster Holidays 1 star review on 7th September 2022

Posted 1 year ago

“Awful company, poor customer service. They dont respond to emails and were awful during covid.. charging us well over £2000 to move our holiday to the following year.. with the option of 0 refund. I would never use them again and I would never recommend to anyone to use them.”

Posted 1 year ago

“Absolute rip off merchants. Stay well clear took my £900for flights then said they hadn't cancelled them after I was told they could be used at a later date. Very poor holiday firm”

Posted 2 years ago

“The worst holiday firm I have ever dealt with. Terrible customer service, incorrect pricing. Advisors who don't even know their own company policies and argue with you until you point it out on their own website. Then still don't apply the policy. Will never deal with this firm again, be warned!”

Posted 3 years ago

“Disgusting customer service i don’t understand how it’s got so many good reviews. The only time theyre great is when they’re getting your money off you! After that they’re not interested 5 times I have had the phone put down on me when i am trying to get my hotel changed as jet2 Have had to change my flight dates. They didn’t even have the decency to tell me it had been changed so jet2 had to contact me by text even though I booked a package deal through sunmaster. Its poor customer service at it’s finest they’ve had 2 grand off me & now because theyve been paid they’re not interested. In future i will be booking everything myself it Will save me money & also all this agro of trying to get through to someone who doesn’t terminate the call on me.”

Posted 3 years ago

“I have had to chase and chase for my refund in which i still don't have.”

Posted 3 years ago

“I have been trying to contact Sunmaster the last few days. I appreciate that they are extremely busy however I'm still waiting for a response. I called their booking lines as I was informed my hotel was now closed for my stay in September in Rhodes. I was offered an alternative which I accepted. To date though I have received no confirmation of documents with change of accomodation or transfer voucher to the new hotel. Today I've been on hold over 3 hours and still no response. It does not even say how far along the line I am. Seems it's automated with no one manning the phones. My hold at is 5 weeks away and all I have is flights. I can't go without documents and can't complete PLF prior to departure for the new travel regulations. I don't know what to do feel in limbo with no support. Can I get full refund under cicunstances as I only have the travel part and not the transfer or accomodation due to no fault of my own. I'm fed up holding. Do I wait as they suggest they are working in date order. ? I can't take a risk travelling without proper documents. Never booking with them again 😈”

Posted 3 years ago

“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..”

Posted 3 years ago

“Holiday to tenerife booked for 11/7. I got in touch with hotel who confirmed they would not reopen till November . So emailed sunmaster who said they had no knowledge of this and would investigate . Heard nothing until 9/7 when they got in touch to try and change hotel which I refused. I am not annoyed that holiday was cancelled it's the fact that I knew 6 weeks before departure. So I am getting a refund to be processed WC 23/8 which under the circumstances is ok if this happens but they are supposed to do it within 14 days. So let's see if they manage this or will I need to refund via credit card.”

Posted 3 years ago

“Due to fly out to Sharm el sheikh 26 August. We have been trying to connect sunmaster for to weeks by phone and email. Why don't you just tell me our holiday is cancelled. Your just causing a lot of stress. We called tui and they confirmed that they informed you sunmaster that the flight was cancelled on the 4 July I want my money back as soon as possible rather then later . The stress you ar causing us is unbearable now please reply”

Posted 3 years ago

“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.”

Sunmaster Holidays 1 star review on 13th June 2020

Sunmaster Holidays 1 star review on 13th June 2020

Sunmaster Holidays 1 star review on 13th June 2020

Sunmaster Holidays 1 star review on 13th June 2020

Sunmaster Holidays 1 star review on 13th June 2020

Sunmaster Holidays 1 star review on 13th June 2020

Posted 3 years ago

“I had a all inclusive holiday package for x4 passengers 30th March costing over £1800 psi in full holiday was cancelled by sunmaster cause of coronavirus, they said my money is fully protected and safe when booking, but when I tried to ask for a full refund the company tried forcing me to accept a voucher which I stated I do not accept even had the audacity to try process one which I refused numerous of times, anyway I have contacted the airline they said no issue in refunding the flight tickets but will have to be sunmaster who pays me but they are saying a load of rubbish that it will take time to get money from the flights, all In all I have contacted the travel insurance they say it’s the travel agents responsibility to refund and it’s been over 8weeks now waiting for a refund which I will now take further legal action and go through my credit card company Top tip you can claim through the claims from your credit card but this must be done within 120days of the payment taken Also they are trying to prolong your payment for 6months because they are waiting on abta to ask the government if they can refuse to pay us because of coronvirus so don’t wait on this and claim now”

Posted 4 years ago

“We had an holiday booked for Jamaica on the 19th of April me and my partner the last payment was due on the 22nd of March we rang the company to see if we could extend the last payments due to the ongoing situation we rang and was told the 29th of March as an extension to the last payment after each not being displayed on manage booking we rang back again and was told the 27th of March after 24 hours and still seeing did not appear on manage booking we rang again to be told old it would only be to the 25th of March they are clearly doing this to suit their policies in order to try their best not to have to pay me back and to get the rest of the payment out of me on £1,400 down and they want £1,600 for holiday that probably won't go ahead and the manager clearly said pay the rest of the holiday and if you don't go we will give you a voucher so I'll give you money you give me a voucher not just that I have been promised all the way through this holiday with recorded footage of sunmasters clearly saying on numerous occasions that we would be refunded I'm not one to lie down and take it so let the war begin it's on”

Posted 4 years ago

“This holiday company is awful the worst we have ever booked with. We booked an all inclusive holiday with Sunmaster to Bulgaria (Victoria palace, sunny beach) bearing in mind we have been travelling abroad for 30 years and have never complained before on this occasion we felt we had to. The holiday was a disaster. The hotel room was filthy, live wires where there should have been a plug, filthy bathrooms, no shower door, the maids did not clean the rooms only emptied the bins, the decor was shocking, the food was awful, the staff were rude, the bed looked like someone had been stabbed on it, the music they were playing by the pool and bars was gangster rap and highly offensive. We complained repeatedly but nothing happened. This holiday was sold as a 5 star holiday When we got home we complained to Sunmaster and were basically called liars and they wouldn’t do anything at all about it. There was so much more I could complain about. Shocking company. D Thomas”

Posted 4 years ago

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Sunmaster Holidays is rated 2.1 based on 82 reviews