Club Med Reviews

Unfortunately, we had to cancel the trip four days later, on April 17, 2025, by phone. We have a recording of the call. During that call, we were informed that only the land portion of the package was refundable, and that the airfare, TuGo insurance, and membership fees were not eligible for refund. As a result, $4,582.24 of the deposit was withheld. We received a partial refund of $4,903.76 on April 25, 2025.

We attempted several times to resolve the issue by email, but no further refund was offered. It is important to note that we never received any Air Canada e-ticket confirmations, and yet were advised in writing that there was no grace period or cooling-off window for this booking. We recognize that companies may apply their own cancellation policies; however, in this case, the amount retained represents approximately 19% of the total trip cost ($4,582.24 of $24,195.71), despite the fact that the services in question had not yet been delivered and may not have resulted in direct costs at that stage.

“Once a trip is booked and confirmed — whether online, in person, by phone, or by email — the traveler is subject to the terms and conditions of the agency, in this case, Club Med Sales Canada Inc.”

Our intention in posting this is to help inform other consumers of the importance of carefully reviewing the fine print, especially when booking online. In our experience, the cancellation policy was not prominently displayed and required multiple clicks to locate, and there was no clear breakdown of which fees would be non-refundable in the event of cancellation.

The cancellation policy is a bit confusing. Even with the optional insurance through Club Med, it appears that cancellations less than 14 days out result in a 100% loss of something. Is that some type of a cancellation fee or loss of your prepaid stay? What covers last minute emergencies then? If you have the insurance, you shouldn’t be charged a cancellation fee. It is my understanding that All-Inclusive vacations through Club Med (such as that we had purchased) come with a “Basic Travel Protection Plan.”

In reading this plan, a benefit of up to $1000 can be paid for trip interruption. The kicker is that you have to physically depart for the vacation before an interruption can occur. An emergency less than 24 hours before departure (such as ours) does not count. Regardless, I contacted Club Med to see if we had any options. NO was the answer. I wasn’t necessarily even looking for a refund, but had hoped there may be some type of a travel credit/voucher that we could use in the near future (even if it had time/date restrictions) since they already had our full payment months in advance. NO was the answer to that as well. The advisor said to check with my credit card company and finally at the end of the call said, “Sorry for your loss.” Yes, so am I, in more ways than one!

So Club Med was unwilling to make any concessions to its customers. By the way, the other 8 people in our group did go on the vacation and even brought up our situation to the staff at the resort and were basically ignored. I would say that Club Med is off of the resort list for us, our friends, and others who may have experienced the same thing.

The only negative was that when we left the resort and got to the airport my luggage did not make it into the van. I still do not have my luggage and it has been a very frustrating experience dealing first with Club Med Canada and the resort. Messages to the resort GM were not returned and other staff I have spoken to have offered various reasons as to why my luggage cannot be sent to the Punta Cana airport. It has been a month since we were at the resort. This is not the type of client service I expected from Club Med. We spent approx. $20,000 for our holiday and it is certainly casting some doubt whether we will consider Club Med for future trips.

The local management is atrocious, opaque and incompetent. They kept referring us to the US headquarters, during a long weekend when they are unreachable! ClubMed then engaged in a 3 months' discussion. Placed additional unexplained, false charges to our credit card and refused to compensate us for lost time, aggravation and a terrible experience. Be aware of their super cumbersome and unclear marketing and management!

#2 if it was true, why weren't we informed and why were they going thru our bags that were in bathroom, I know they were cause everything was laying on counter. My guess is they were planning to rob us as we slept but I woke up and woke up my husband. Of course they ran out the door, we talked to management a few hours later but of course all we could say is very tanned, local (accent), both had black hair, well that basically describes entire staff. The entire resort was falling apart, dumpy and dirty. Hope this review helps. We will NEVER go to Turks & Caicos again, which sucks cause we travel A LOT.

Long story short, after our daughter ordered her family passports 5 months in advance, they did not arrive in time so 4 of our family could not go and they are still battling about getting their 3,200 back. We also had 1 other family member who started a new job and was unable to attend. I let them know 2 weeks prior so understood I would only get half back and I was fine with that but they couldn't even support that. I will NEVER use them again and may not even book another Club Med resort if that is the kind of insurance provider they find useful. They basically pocketed 4,600 and that is robbery. Shame on you Club Med - Co-ordinated Benefit Plans, LLC, obo Nationwide Mutual Insurance Company and Affiliated Companies.

It was just horrific - we complained 3 times to the general manager Louis - and to room service and planned to leave the next day - it looked like a cheap carnival cruise line experience - We asked to change room to have at least a warm shower - Louis wanted to charge us another 1650$ - We left 2nd day after we had to purchase another airline ticket - Club media not club med anymore - but after reading it was purchased by ** - I am not surprised - STAY AWAY!!!

I’m expected to pay for a hotel in both NYC and BOS an additional $500-$700 which we don’t have. The Club Med agents gave me poor information. The option I was offered in January to take another airline for an additional $300 is no longer available. Now I’m stuck having to pay for 2 hotel nights. Club Med has messed up my vacation and caused us a lot of stress months before we go.

Unfortunately once you read the "fine print" the cancellation is ONLY for the stay. You can't even de-couple your flight from the stay so basically if you cancel you lose a good portion of your down payment (the flights and the membership fee). I really feel this is an extremely underhanded way of doing business. Who in their right mind has the option to lose their air fair. Now I have really no option but to go and I have a sour taste in my mouth for Club Med. I called and wanted to speak to a Supervisor, there is no extensions for supervisors or emails and you are basically told "this is our policy". Not sure if this will go anywhere but I wanted to post my frustration.

We would have left early but my sister broke her kneecap while at the resort and was unable to travel. The resort gave her a broken wheelchair which hadn’t been inspected since 2019 which she fell out of twice. All of this and Club Med believes a 50% refund and a $469 future credit is an acceptable resolution. I have no words for how upset I feel by their lack of care for not only the money spent(which for us was a lot) or for what we as a family anticipated and needed but missed out on. Shame on you clubmed for your lack of responsibility or compassion.

1. When you book your flight through Club Med they book a NON-REFUNDABLE ticket without your knowledge or consent. If you are in a situation where you have to request a refund they rely "on the airline policy" for the flight portion. They tell you to speak with the airline directly to obtain a refund but the airline will not speak with you since you have booked your ticket through a third party. Club Med knows this - it is their way of disposing of you. They also say the airline won't refund the tickets but the airline has not taken the money yet - the money is with Club Med until you get on your flight. You know this as well because they can offer you a voucher (with strict restrictions that it be for the same Club Med location). If you can offer a voucher you can offer a refund. Stop lying to your customers. Club Med should offer an option where you can have refundable airline tickets booked through them and they do not.

2. The airline can also change your flight details (including moving you to their discount service) AFTER you have completed payment. This decreases the value of your airline ticket and they provide you with no refund for the difference. This is sneaky and a repudiation of the contract.

I have travelled with high end brands like the Four Season, etc. and I've never dealt with a team who is so disorganized and careless when it comes to customer service. The first agent I spoke with over the phone said the Director of Transportation for Club Med (Jonathan **) would call me within 48 hours. He did not. When I called back to inquire they said Jonathan had left an internal note simply saying "Air Canada will not refund the ticket".

For myself and my husband who work hard for our money, vacations are important. We are willing to pay a premium for a great experience. This has been anything but and the lack of care Club Med has shown is misrepresentative of what is supposed to be a premium and trusted brand. Do not take your business to a brand that will allow for decreases in value after you pay and book non-refundable tickets with airlines without your consent. You deserve better.