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.

Club Med never informs me that I no longer have a flight to Cancun. We scramble and pay more than double for tix to resort. Day before our return home (less than 24 hrs), we get a note slipped under our door informing us our flight home has been canceled, as if Club Med was just notified of this!! When I got home I email Club Med. They told me they had no way of knowing my flight was canceled. If you knew my return flight was canceled, then you knew my arriving flight was canceled and you should have informed me ahead of time. They took zero responsibility in the situation. They took my money to purchase tickets but took no responsibility in informing me that flight was cancelled in a timely manner so I could either opt out of the trip or purchase new tickets.

I am sure Frontier Airlines alerted all tickets purchasers that all flights leaving Newark airport were canceled. The purchaser of my tickets was Club Med, not me. They were the ones informed of the cancellation and chose to do nothing about it. They did not consider it their responsibility to inform us of the canceled flight and chose instead to leave us stranded at the airport to have us figure out and scramble to get ourselves to the resort, regardless of the stress and cost. Their behavior and business practices are reprehensible!!

Food is good but everything is buffet and self serve. Self serve your coffee etc. at breakfast and you can even self serve lunch beers. Absolutely no service and often guests are not even acknowledged - purely transactional. Live music at Sharkies is fabulous but otherwise shows are juvenile. Bartenders care nothing of the long lines. You should not need to wait in line 30 minutes for a drink at an all inclusive and well drinks shouldn’t be of such low quality that you’re upgrading to palatable wines and liquor. Not the warm hospitality the Caribbean is so well known for.

Rooms are old and tired like 80s dorm rooms with comfy beds but purely functional and most without a balcony. 2in1 shampoo/conditioner bolted to the wall in a moldy shower with temperamental water temperatures. Cinder block and old. No minibar and weird stuff like a single coffee mug and a shortage of pillows. The safe is also from the 80s and I Lysol wiped the filthy brown handprints down the edge of the door. Toilet paper is prison grade and top sheet has a little burn mark. Remember the clothes hangers that hook into the hoop permanently attached on the rod? Some are missing.

Beach is not groomed. Beach/pool chairs while plentiful are mildew stained. There are boats on the beach but absolutely no staff on hand to run any boating activity. Grounds are in very rough shape and this place is crawling with French pickleballers. Avoid rooms at the far end of 2000 block because they’re out there at the crack of dawn pickleballing away. Unless you like awakening to what sounds like furious ping pong. The whole place feels like a swingers club. Would never recommend. Go anywhere else. Date of stay: April 2022.

While “window shopping” online last week I looked up the price for a spring break trip at Cancun and what the price would be if I applied the credit. My online account only showed partial credit and I have been in contact with customer service about how to apply both pieces. I have multiple emails with somebody from customer service confirming the back-and-forth and my emails asking for clarification on the amount. I never gave a credit card or confirmed I would book I said I was “interested“ but FIRST would need to know the total amount after the credit was applied. I also confirmed the trip was for 4 guests and even wrote down the reference number (I had also been looking at a 5 guest option).

Despite this back-and-forth the next email I receive is a booking confirmation for five guests with an invoice saying nonrefundable And with no full credit applied. I have since reached out multiple times with no reply. This feels like a scam where they were trying to twist my words into saying I confirmed but the email clearly says what I’m asking for. I never do I say I am ready to buy this. I am hoping this is just some silly customer service error as I have always loved command in the past but something doesn’t feel right about this experience at all. If customer service is reviewing this I am still waiting for your response on email to clear it up and will be happy to update this review once I do.

Update Jan 30th 2022. Indeed a scam from customer service. Looking to lock in guests with no refund even if resort closes for covid. From customer service. Essentially.. “The club med covid cancelation regulations don’t apply because you booked a non refundable trip“. I am waiting for a more follow up

We decided to pay the change fees and go on the trip. Then they came back and wanted another $3000+ to change the dates at the resort. They canceled the vacation and will not do anything about it. Every time we call in we get different solutions and none of the work. I would never recommend anyone to use Club Med. Unless you just want to throw money away and not get any service. It has been the most horrible experience of my life. Stay away from Club Med and tell all of your friends and family to do the same.

So weeks go by and no info/response from Club Med. Then after a month or so I and others we were with, reach out...no response, then months later reach out again, no response. I have finally told them to close off my membership program and delete my info...again no response. This company is awful and after a few years of putting up with incredibly average service and quality...enough. There are so many other places we can spend thousands and thousands of vacation dollars. Avoid this company. They are full of themselves and in retrospect always have been.

For 2 weeks the cost was 6000 for one person but Club charged my credit card around 13,000 by mistake and I was told my room would be upgraded for hassle. My room was never upgraded cause once the Chinese get your money all guest get on complaints is lip service. My bathroom had mold, and things like this or the fact staff really went downhill did not bother me cause I was there for the beach and to snorkel. By the way on my first visit my ribs were broke and Club Med did not call the police. I read a review you can google on TripAdvisor if you enter assault and you will see a man was headbutted weeks after my trip in March and TripAdvisor blocked the reviews. A Prosecutor was murdered at Club Med in Oct and it is still unsolved.

I suggest you avoid drunk guests and go to bed after 10 and don't answer your door for anyone and you will have no problem. I also caught a horrible cold so wash your hands. The buffet is a bREEDING GROUND FOR BACTERIA. If I read this I would not visit but it's the best price on the island and if you read the state dept. warnings and are cautious you will be ok. If you want a better bang for your money go elsewhere. But be careful because it is a free for all and with the Chinese if you have a problem you are on your own. Well the French were the same cause they want the truth buried to keep sales up. Google the NY prosecutor murdered and see for yourself. The entire region is dangerous so you can still go but keep your guard up.

This is a deceptive marking scam. Also, we decided to try to book from a travel company that quoted us a cheaper amount than the Club Med website. Club Med quoted the travel company a much different price than what Club Med ended up being charging me through the travel company (I have the direct invoice from Club Med so it wasn't due to surcharges from the travel agency). Club Med issued a refund for everything except THE MEMBERSHIP FEE! They won't even refund everything due to their mistake and not honoring the price that they gave 2 just 2 hours before I booked! This shows that Club Med does not care about their clients. They just want money and will resort to deceptive practices to make you pay.

Original Review: With the chaos at Gatwick caused by drones and the possibility of problems associated with Brexit we decided to consider cancellation of our Club Med Holiday. On 4th October 2018 we had placed a deposit of £335 on a holiday to take place in Turkey on 31st May 2019. The balance of £3540 is not due until 2nd March 2019. If we cancelled at Christmas time Club Med demanded we forfeited both the deposit and paid the additional cost of a proportion of the cost of the holiday. The total would be £994.98 - almost on third of the holiday price.

The Competition and Markets Authority guidance on cancelling goods or services intimate that non-returnable deposits can be unfair and the business should be contacted to explain how they calculate the amount they are keeping or charging us for cancelling the contract. We have made formal complaint to Club Med that Customer Services have failed to provide a response to the advice by the Competition and Markets Authority and merely refer to the written terms of contract sending us one of 4 pages and another of 23 pages. Both are in densely written small font.

This is not at all helpful in resolving the dispute as the contract itself could be regarded as unfair. Club Med have not confirmed whether I ticked the box for reading the 4 page or the 23 page document when confirming our booking. The length and wording of both would have been difficult to read on screen and we completed the booking in anticipation that the contract would be a fair one. I am giving consent for Trust Pilot to let Club Med know about this review and to assist them the booking reference concerned is **. Issues reported to both my Member of Parliament and the CMA. We await final responses before deciding whether or not we should seek resolution via ABTA or prefer County Court action. The responses of Customer Service to the issues I have raised together with other reviews here add to the worries of drones and Brexit.

Renting the ski equipment: Basic English is a must in every resort that it is open for foreigners. We found that such won’t apply at Yabuli – none of the staff working at the ski rental area had any basic command of English. Poor safety preparedness: Unfortunately, on the second day of our stay, while on the slopes, my wife had an accident and broke her ankle. In the following, the main points arising from this incident. The resort infirmary is located at a different level than the access to the resort from the slopes. It was noted that there is no lift serving this area and, injured, my wife had to walk all the way to be given the first aid. To mention that the access stairs to the infirmary were still covered in snow and ice, further risks to whoever is to access the area.

The medical staff as appointed at the infirmary appears to be totally unprepared. We were expected at least the basic first aid where the nurse appeared to panic more than anyone else. Fixing a possible fracture in splints, painkillers, ice on the area – that is definitely not within the nurse actions. General support during the emergency – apparently none of the staff around knows what they need to do in case of an emergency. The closest wheelchair was located at the front desk, at the luggage area – we needed to wait more than half an hour to be brought over to the infirmary. Even more frustrating – around us no one spoke proper English so, no one understand a simple “wheelchair, please”. No other option than, I had to make my own journey to the front desk and bring over the wheelchair.

We assume that a resort as ClubMed has to have the basic arrangements for transportation of a casualty to the nearest hospital or some sort of arrangements in place. What we have got (and this happened during daylight, working hours) was a taxi arranged through ClubMed and paid directly from our end. Main entrance to Yabuli resort – there is a ramp for handicapped access, but the same is not maintained – at the time of our departure to the hospital, access via the wheelchair was not possible as no one cleaned the ramp – icy and covered in snow. This was not a one day even – myself noticed the same since arrival the condition of the ramp. My wife needed to be hand carried by our friends at the resort all the way to the taxi.

Hospital – again the same language barrier, none of the staff is able to understand basic requests. We expected someone from the resort to accompany us and translate as necessarily, but such is apparently not within the standard operating procedure nor within the minimum decency and consideration that we would normally expect. After being seen by the doctor – we were told that the hospital is unable to arrange any medical support and consequently we need to make our way back to Singapore. To mention that facilities at the hospital are an absolute disaster – no toilets for the handicapped, no support for the injured, no wheelchairs available.

The next days of our stay – absolutely no medical support within the resort. No painkillers, no medical checkups, almost no respect from the Village Chief – only concern she showed was to us: “when are we going to leave so she can go back to her routine?! – please read “taking long karaoke sessions” for the pain of all attendees.

Club Med medical cover. Shortly after the incident, we were told not to stress about the costs as the resort has its own medical cover for such situations. Honestly – we don’t understand what the cover includes as all costs were supported by us. Obviously, we enquired with the Chief of the Village where she said not to worry, Shanghai office will contact us at a later stage. Obviously, this was/is not the case and up to today no-one contacted us.

We expected basic arrangements for transportation to the train station (the highway was closed on the day of departure). What Club Med Yabuli arranged was just a van from the resort to the train station. We had been left alone, with no one to translate for us, no wheelchair support, etc. My wife in crutches had to run to make it to the departing train and unfortunately had another fall that leaded to another fracture. Transfer from Harbin to the airport – non-English speaking driver with an inadequate car – a five-seater for five persons travelling with my wife being required to extend her leg at all times.

Club Med – handicapped access. Myself, as an amputee – having visited several of your resorts, I must stress that I found Yabuli Club Med completely unprepared to receive any handicapped person. Lifts are not functioning, access routes are either covered in snow and ice or completely blocked, handrails are wobbly and detached in places, etc. etc. I believe that this is not about meeting the requirements of every person with disabilities -it is a complete lack of respect and basic arrangements supplemented by a total disregard for anyone that expects more than what the hotel offers as now: untrained, unprofessional staff, poor cleanliness and hygiene, zero emergency preparedness.

Irrespective of what has been said above, we need to extend our special thanks to those that assisted us on a daily basis in spite of their extremely busy schedule – they always managed to find a minute to ask about our condition, taking care of our daughter while we were at the hospital, etc: Niko (Assistant Chief Village), Gilles (maintenance), Sam (ski instructor), Miguel and Elly (Circus) and Elly (from circus), James (ski instructor), Cherry (ski), Anna (spa). These persons are entirely Club Med staff – something that we got used over the years and what we expected from the rest of the staff.