Whether you’ve decided you'd like to treat yourself to a little more space or your room isn't quite what you expected, we want to make sure you're comfortable. 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 🔑
The fastest way to request a change—whether you're looking for a better view or your room isn't quite what you expected—is to speak directly with the hotel front desk.
Looking for an upgrade? If you’d like to move to a bigger room or upgrade your view, the hotel can usually arrange this for an upgrade fee, which you can pay directly to them at the desk.
Is there an issue with your room? Please let the hotel staff know as soon as possible. Most problems can be resolved immediately, or a new room found, once the hotel is made aware of the situation.
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: It is essential to raise any issues while you're still in resort—either with the hotel or our team. Once you’re home, it becomes much harder for us to resolve the matter effectively for you.
You can reach our support team 24/7 on WhatsApp via your My Sunshine account or by phone.
Step 3: Already back home? 🏠
If your stay didn’t meet your expectations and you’ve already returned from your trip, we would still like to hear from you. To submit a formal complaint, please log into your My Sunshine account and head to Live Chat.
More information on how to submit a complaint is here.