Travel Information

Travel Info

Take a look at some of the basics - we have put together all of our most important information for you. If you cannot find the information you are looking for, take a look at our Company Info or Our Policies page(s). If you can't find the answers, please send us an email. 
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Complaints

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Manner of reporting

If you have a complaint concerning your holiday with Sunweb, you must first contact the Sunweb guide at your destination*. Please check your travel documents to find their contact information. If you are not satisfied with your accommodation in any regards, in addition to contacting your Sunweb guide, please also report this immediately to the reception of your accommodation. Our guide is there for you to resolve your complaints at the destination. Due to this approach it is usually possible to immediately resolve your complaint according to your wishes. Afterwards, when you get home, it is of course no longer possible to solve the problem.

*If you have booked a cruise holiday, there will be no Sunweb guide on board. During your cruise holiday you can report any complaints to the reception on board.

If your complaint was not handled to your satisfaction, it is essential that you fill in a Customer Care form with our guide. This form, accompanied by motivation in writing, should then be reported via email or postal mail. At the latest Sunweb must receive this within 2 months after your holiday has ended. Sending the Customer Care form without any further evidence will not be sufficient to process your complaint. After receiving the form and motivation, we will send you an acknowledgment of receipt. We will provide a substantive response to your comments within 1 month. 

You can address your correspondence to:

Sunweb Group GmbH 
Customer Support Department
83 Victoria Street
London
SW1H 0HW
United Kingdom
Phone: +442039661230
E-mail: customercare@sunweb.co.uk 

Please note that complaints at the destination which have not been reported, and for which no Customer Care form has been completed, will not be handled by our Customer Support Department.

If your complaint relates to Sunweb or to the establishment of the booking, you can submit your complaint via the contact form on the website. After receiving a complaint, before departure, we will not send an acknowledgment of receipt. Due to within 4 weeks or sooner at earlier departures, we strive to process your complaint.

In case of disputes of a cross-border nature, you can also appeal to the Online Dispute Resolution platform of the European Union via this link: http://ec.europa.eu/odr.

We are a Member of ABTA, membership number Y3497. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. If we cannot resolve your complaint, please visit www.abta.com to access ABTA’s simple procedure.

 

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A reservation

A holiday abroad means different people, a different culture, different food etc. This is one of the appealing aspects of such a holiday, but also an aspect to be taken into account with regard to your holiday expectations.

  • If you choose a basic accommodation then you should not expect the comfort and facilities of a luxurious four or five star hotel.
  • You should take into account possible construction activities at the destination.
  • Take into account that there are limited opening times for shops, ski lifts and entertainment options and an even more limited number of facilities to use outside of peak season.
  • Water and electricity supply in Southern European and African countries are sometimes of a lower standard than what we are used to back home.
  • The voltage is sometimes lower and short electricity black outs can occur.
  • The heating is often provided through solar panels. You might also only have access to a small boiler.
  • In some bathrooms there might not be a shower curtain and/or a stand to hang up the shower head.
  • You might encounter vermin such as cockroaches and ants at your destination. This is usually not caused by lack of hygiene but by the climatological context. Therefore you should cover food properly and ideally you should store everything in a refrigerator. You can buy pesticides on location, but you should also always notify the hostess and/or the reception of your accommodation so that they can help you get rid of the unwanted visitors.

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