Dear SunTime,

Last weekend my family and I returned from our first vacation with SunTime Travel. Our vacation package was purchased 2 months ago on October 17th. At that time, I was extremely impressed with the service provided by your booking agent Carol. Following your company's mandate to provide quality vacations for every taste and every income, Carol patiently took the time to ensure the vacation we chose was perfect for our family. Based on this experience, I had complete confidence our vacation to Mexico would be amazing. I could not have been more wrong.

The problems began in Houston, when, due to a severe thunderstorm, our 2-hour layover turned into a 32-hour stay. While I understand that Sun Time has no conrol over Mother Nature, what is within their power is ensuring customers are taken care of when extenuating circumstances arise. In this case, since my husband and I were travelling with three children, being put up at a hotel in the airport would have been much appreciated. However, this request was rudely denied when I called SunTime's customer service line.

Next, after arriving at our destination, we discovered that, rather than the king-size bed and three cots requested, our room was furnished with only one queen-sized bed and a couch. When we inquired about the children's beds, we were unhelpfully told by the hotel staff to rent a separate room. As this was not an acceptable option, all five of us were forced to share the bed and the couch for the duration of our trip. I even slept on the floor one night!

To top things off, the hotel food was terrible. Our children, admittedly picky eaters, refused to eat any of the meals provided. As a result, we had to purchase most meals at a nearby restaurant, which, not being included in our package, added greatly to the cost of our vacation. Probably the only good thing about the experience was the friendly, knowledgeable tour guide who brought us on several excursions.

However, as this was not part of our package, we don't have SunTime to thank for this. Accordingly, I can assure you that-even if compensated-we won't be booking a vacation with SunTime in the future.

Sincerely,
Judith Brando