Viva Wyndham Dominicus Palace Resort All Inclusive

This is the complaint I filed with WestJet on Feb 3 2026 and its been 5 weeks and no response from them . NOT HAPPY WITH WESTJET .We booked my WestJet vacation on September 12, 2025, for a superior room at Viva Dominicus Beach resort in La Romana, D.R. All superior rooms advertised online and in brochures stated that these were garden view room. We arrived January 10, 2026, around 5:30pm. We checked in at the front desk where we were given room 4142. The bell hop took us to our room. When we arrived at this room there were two double beds and not the single king we had requested. Moreover, when we opened the curtains to the balcony, we were looking directly at a building 8ft away with some sort of black mold/ pigeon droppings facing us, with garbage debris below. It looked like it was an un-used area for guests, and NO GARDEN VIEW. (Photos attached) We advised the bell hop that we wanted another room and were advised to go back to the front desk. We attended the front desk and were advised that they could not change rooms at that time but to return at 10:00 a.m. the following morning and they would have a new room for us at 2 p.m. This was understandable given that it was now around 6:15 p.m. We did not unpack our suitcases that night believing that we would have a proper room the next day, so could not get settled or set up. The next day January 11, 2026, we attended the front desk at 10:00 a.m. as was requested. While waiting in line I overheard the person in front of me who was now at the counter telling the counter attendant that he would take the new room as he had inspected it earlier. It was now our turn and so I spoke to the person at the front desk and explained the situation and that we had been instructed by his coworker the previous night to attend at 10:00 a.m. for our new room. He left the counter and returned a few minutes later and advised us that that there was no room for us and to try again tomorrow at 10:00 a.m. I told him that this is not what we were told and we could be in the same situation again tomorrow. I told him this was not a garden view room, and all rooms are to be garden view as per there adds. A female person from behind the counter now seemed to take over the conversation and said “not all rooms are garden view- some are, some are not” I again told them that this is not what is advertised and we needed a new room. The woman said “you have to come back tomorrow that’s our policy” I said you must have extra rooms in case of flooding or an other situation, you are not going to put a guest in a other hotel so you must have something. All she kept repeating it that this is their policy. There was a name above the counter saying” manager on duty” with a name attached to it. I asked to speak to that person. I was advised that I can’t but if I want to speak to someone at guest services I could walk across that foyer and speak to them as there was nothing else, they could do. I asked why his name was posted if you can’t speak to him. My wife now noticed a smirk on the face of the first person I was dealing with. Again, I was told speak to someone in client services. They seemed uninterested in helping us and were now being disrespectful. Page 2 of 3 My wife and I attended client services, where I asked to speak to their manager on duty. After explaining my story to this person and showing her pictures of the “view”, she contacted her manager “Catherine “. Catherine and her staff showed concern and were helpful in dealing with us. After several minutes of Catherine making phone calls, she indicated that we could return tomorrow - Jan 12 at 1030 and we will for sure have a new room offered to us by 2;00 p.m. which we did. We asked client services where our (WestJet/Sunwing) rep was located on the property as we did not have any information on any type of orientation meeting that is usually held on your first day at the resort. They indicated all the reps are located on the top floor outside the theatre where the nightly shows take place. They indicated that they are usually only there in the morning between 10-12. The next day we attended this location and could not find any WestJet/Sunwing desk or any notices from WestJet/Sunwing posted any where. There were several people at the “BRAVO” Desk who I asked if they had any info on WestJet/Sunwing. One of these people were able to call our rep. I spoke to MIGUEL and he indicated he lived close by and could be there in 10 minutes. He did attend and we explained our room situation to him and he said he too would attend the front desk with us to get our new room. He also said he does not post any information. On our return transfer and we should get an email a day before our departure. He also advised that our travel arrangements (bookings) were handled by NX TOURS. This was the first time I had been given any information on NX Tours other than they were the company that transported us to and from the airport. He gave me his WhatsApp number should I need to contact him. At 1030 we did attend the front desk, and we did get a room that met our expectations. But we did not unpack our suitcases for two days. This caused much unnecessary and unexpected frustration. We basically could not enjoy a room that we booked with balcony and a nice view for more than two days. On the Jan,20 2026, the day before our departure we did not receive any e-mail about our return transfer to the airport. I contacted Miguel at 920 am to inquire on any information. He left me a voice mail asking my name at 11:14. At 1:00 p.m. I responded with my name and booking number. At 2:40 he asked when we arrived. On Jan 21st, the day of departure, I responded at 6:01 advising I had arrived on Jan 10th. Page 3 of 3 I used the chat function on NXTOURS to find out my time and location of the transfer back to the airport. I still have not heard anything from MIGUEL. I have included photos of our room 4142 as well as the building it was located in with the top floor having boarded up windows. I will also include a screenshot of my conversation with MIGUEL. We are writing because we want you to know that we are unhappy with the level of service we received during the first few day of us arriving at the resort and hope that others will not have to experience what we have gone through. After all, our room had been booked more than 3 months in advance. I would have thought that by booking 3 months in advanced that we would have been given the best of the rooms available not one that located in a boarded-up building with no view. I am also concerned that West Jet does not have a true understanding of this resort and its practices and the fact that the WestJet/Sunwing/NX Tours have very little if any interactions with their guests one they arrive. This is the first time I have traveled with West Jet vacations and given this experience I will really have to weigh my options on my next trip if I decide to go with WEST JET. Sincerely S and P Enclosures