We're really sorry to hear that something hasn’t gone to plan. We want to make things right for you as quickly as we possibly can, so here are the best ways to get in touch with us.
The fastest way to get started 💬
The fastest way to raise a complaint is through our Live Chat service. This helps us gather all the details we need to ensure your concerns reach the right team immediately.
To log your complaint, please follow these simple steps:
Log into your My Sunshine account here.
Look for the chat icon in the bottom right-hand corner of the screen.
When our virtual assistant, Sunny, asks for your details, enter your SUN reference and then select Returned from travel.
Select Yes when asked to confirm if you have a booking with us.
Then, simply tap I want to make a formal complaint.
Choose the reason for your complaint from the options provided.
From there, our assistant will ask a few quick questions to understand exactly what has happened and guide you through the final steps of the process.
💡 Why We Use Chat For Complaints
Our chat assistant helps make sure your complaint reaches the right team straight away. Whether your issue is big or small, before, during, or after your holiday — starting a chat is the fastest and most efficient way to get support.
If you haven't travelled yet ✈️
If you're still preparing for your trip and need to raise a concern, we're here to help.
Best contact method: 💬 Live Chat
Please access Live Chat through your account for the quickest support. Our team will assist you right away and ensure your complaint is handled properly.
If you're currently on holiday and need urgent help 🏖️
If you're away right now, we want to resolve any issues immediately so you can get back to enjoying your break.
First things first: Have you raised this with the hotel? If it’s something to do with your room or the hotel itself, the quickest way to get things resolved is by speaking to the front desk or Guest Relations. Their team is on-hand to help you immediately and can usually fix things then and there.
Still need a hand? If the hotel can't find a fix, or if your query isn't hotel-related, our In-Resort team is ready to help via the methods below:
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📱 WhatsApp Us for Fast Support: If you're at your resort and need assistance, WhatsApp is perfect for quick support during your stay. This is our primary contact method for all in-resort queries and is available exclusively for customers already on holiday.
Log into your My Sunshine account, go to ‘Help and Support’, and you’ll find the link to connect with us on WhatsApp while you're in resort.
Alternatively, please click here: WhatsApp
- 📞 Urgent Phone Support: For emergencies, or if you are unable to use WhatsApp, you can call our 24/7 In-Resort team on: +44 (0) 333 003 1934
⚠️ Please note: If you're calling between 9:45 PM and 8:00 AM UK time, please leave a message with your SUN reference and we'll call you back as soon as possible