If you’re unhappy with your room for any reason, we’re very sorry to hear that, but there are a few simple steps you can take to get things sorted.
🔑 Step 1: Speak to the Hotel Reception
Your first step should always be to speak directly with the hotel’s front desk or reception team. They’ll do their best to help, depending on room availability.
📞 Step 2: Still need a hand while you're away?
If you’ve spoken to the hotel and the issue hasn't been resolved to your satisfaction, please don't feel you have to wait until you get home to let us know. Our In-Resort support team is available to help while you're still on holiday.
📍 Important: If you're experiencing an issue while in resort, it's essential to raise it at the time—either with the hotel or our in-resort support team. Once you're home, it becomes much harder for us to resolve the issue effectively.
You can reach our support team 24/7 on WhatsApp via your My Bookings account or by phone.
🏠 Step 3: Already Home and Want to Make a Complaint?
If your stay didn’t meet your expectations and you’ve already returned from your trip, we'd still like to hear from you. To submit a formal complaint, please log into your My Sunshine account and head to Live Chat.
To submit a complaint, click here.