Travel agency · Arlington Heights, IL · reviewed since 2015
iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%85+46.4Reliability 24%78+18.9Value 14%100+14.1Replies to reviews 7%37+2.6Craft & service penalty85−1.5Experts Score= 81Grade A: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.81SCORE
AGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#51 of 66 travel agenciesiPosition by Experts Score among all companies we track in this category. · better than 23%
4.8★★★★★267 Google reviews · 23 photos
94%five-star reviews
4.83★last 12 monthsiAverage stars on reviews from the last 12 months only.
4%1–2★ in 2 yearsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Customers frequently praise the agency for detailed itinerary planning, responsive communication, and assistance with complex international trips, cruises, and all-inclusive resorts. Positive feedback highlights the thoroughness of pre-trip coordination and the ability to resolve issues during travel. However, recurring criticisms involve restrictive ticket conditions that were not disclosed prior to purchase, high pricing, and instances of unreturned calls or inadequate support when booking errors occurred.
Google rating: 4.8 out of 5 from 267 reviews (94% five-star).
Reviews on this page: 267 Google reviews (242 with written comments, 29 with photos).
Owner responses: the business replied to 45% of reviews.
Most recent review: October 3, 2026.
Service: Travel Agency serving Arlington Heights, Illinois.
Data from Google, last updated November 12, 2026.
Score profile vs other travel agencies
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: value and momentum; weakest: replies to reviews.
Sunset Travel & CruiseTravel Agencies median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Sunset Travel & Cruise: 85/100 on this factor. Category median: 94.A
85
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Sunset Travel & Cruise: 78/100 on this factor. Category median: 95.B
78
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Sunset Travel & Cruise: 85/100 on this factor. Category median: 100.A
85
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Sunset Travel & Cruise: 100/100 on this factor. Category median: 100.A
100
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Sunset Travel & Cruise: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Sunset Travel & Cruise: 37/100 on this factor. Category median: 51.D
37
Bar = this company · dark tick = category median.
Star ratings
267 Google reviews we collected
4.8of 5
5 stars25194%
4 stars52%
3 stars31%
2 stars10%
1 star73%
Praise vs complaints
Phrases our text analysis found in 242 written reviews
96%praise
Praise30896%
Complaints134%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude9730%
Speed & response5918%
Would recommend5918%
Quality & results4715%
Communication299%
Price & value227%
Honesty & trust82%
What customers talk about
We read 242 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Latrissa was incredibly patient and showed me lots of options.”
“Would 100% do it again, there were small hiccups that came from outside services and Latrissa was quick to help us get refunds/or find other solutions.”
“She didn't get back to me til Monday and told me that I would have to tell her exactly where I wanted to go as her boss told her that to do all that r…”
“I would highly recommend her to anyone for travel plan assistance.”
“We cannot recommend her enough and we are beyond thankful that she was able to be a part of our special weekend.”
“Ryan at Sunset Travel always does an amazing job with my travel plans!”
“This was by far the worst travel agency I have ever dealt with.”
“Martha was wonderful and was great with communication.”
“Amazing people who have so much experience in booking great affordable resorts!”
“There's no empathy just so called protocol and a request for payment THATS NOT FAIR!”
“So kind and honest and really worked hard on making sure all the details was right and I was taken care of.”
People customers mention
Martha44 reviews
Ryan36 reviews
Roman19 reviews
Galvez18 reviews
Italy16 reviews
Greece15 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Recent reviews
CLocal Guide · 10 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
Thanks to you Martha our Vacation was exceptional. We appreciate everything you did from the time we booked our vacation, during our vacation, and afterwards. The list of things you did for us is too long to state them in this box, but we are very grateful. We were treated like very important VIP clients thanks to…
Mark14 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
Latrissa was incredibly patient and showed me lots of options. I would highly recommend her to anyone for travel plan assistance. Five stars!!
Manny’s4 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
Ryan was the best travel agent my family and I ever had . Ryan was very courteous and professional.We went to the Bahia Príncipe Resort in Tulum, Mexico and Ryan answered all of many questions. I will always call Ryan at Sunset Travel and Cruise .for our vacations plans .
jaber4 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★
This was by far the worst travel agency I have ever dealt with. I paid one of the highest prices expecting premium service, but instead I received a ticket with extremely restrictive conditions—I couldn’t change my flight, couldn’t get a refund, and was never informed of these limitations before purchasing.
What…
Jose7 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 4 months ago★★★★★
Thank you for an absolutely incredible trip to Japan! Every detail was perfectly planned, from the accommodations and transportation to the unforgettable cultural experiences and amazing food.
A special thank you to our guide for their knowledge, professionalism, and enthusiasm, which made the journey even more…
Erica1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 4 months ago★★★★★
We had Maddie book us a trip to an all inclusive resort in Mexico. It was wonderful and everything worked out nicely!! The resort was beautiful and the travel was smooth. Thanks for all of your help! :)
Thanks to you Martha our Vacation was exceptional. We appreciate everything you did from the time we booked our vacation, during our vacation, and afterwards. The list of things you did for us is too long to state them in this box, but we are very grateful. We were treated like very important VIP clients thanks to you. The few issues we did have you took care of them precisely from a distance. We really appreciate you and look forward to using you again in our future adventures. We fully recommend Martha and Sunset Travel & Cruise for a great Vacation experience.
Mark Ament14 reviewsiTotal number of Google reviews Mark has written across all businesses on Google Maps, not just this one.
Latrissa was incredibly patient and showed me lots of options. I would highly recommend her to anyone for travel plan assistance. Five stars!!
Response from the owner · a month ago
Thank you for the great review, Mark. Happy Latrissa was a good fit!
Manny’s Top stock Picks Manny ‘s Stock4 reviewsiTotal number of Google reviews Manny’s has written across all businesses on Google Maps, not just this one.
Ryan was the best travel agent my family and I ever had . Ryan was very courteous and professional.We went to the Bahia Príncipe Resort in Tulum, Mexico and Ryan answered all of many questions. I will always call Ryan at Sunset Travel and Cruise .for our vacations plans .
jaber al jaber4 reviewsiTotal number of Google reviews jaber has written across all businesses on Google Maps, not just this one.
This was by far the worst travel agency I have ever dealt with. I paid one of the highest prices expecting premium service, but instead I received a ticket with extremely restrictive conditions—I couldn’t change my flight, couldn’t get a refund, and was never informed of these limitations before purchasing.
What made the experience even worse was the customer service. Every time I asked for help, no one was willing to assist me or provide a reasonable solution. The staff showed no concern for their customers and offered no meaningful support.
I feel completely misled and disappointed. Paying premium prices should come with premium service, not hidden restrictions and terrible customer support. I will never use this agency again, and I strongly advise others to avoid booking with them.
Response from the owner · 3 months ago
Hello,
I’m sorry but you have the wrong agency. We do not do stand alone tickets.
Jose Malave7 reviewsiTotal number of Google reviews Jose has written across all businesses on Google Maps, not just this one.
Thank you for an absolutely incredible trip to Japan! Every detail was perfectly planned, from the accommodations and transportation to the unforgettable cultural experiences and amazing food.
A special thank you to our guide for their knowledge, professionalism, and enthusiasm, which made the journey even more memorable. This was truly one of the best travel experiences I've ever had, and I highly recommend it to anyone considering a trip to Japan.
Thank you again for an unforgettable adventure!
Erica Petersen1 reviewiTotal number of Google reviews Erica has written across all businesses on Google Maps, not just this one.
We had Maddie book us a trip to an all inclusive resort in Mexico. It was wonderful and everything worked out nicely!! The resort was beautiful and the travel was smooth. Thanks for all of your help! :)
Nancy RizoLocal Guide · 54 reviewsiTotal number of Google reviews Nancy has written across all businesses on Google Maps, not just this one.
Ryan at Sunset Travel is amazing. He's been booking some great trips for me for several years now. He also books some great tours. Would highly recommend 10/10.
Nancy Rizo1 reviewiTotal number of Google reviews Nancy has written across all businesses on Google Maps, not just this one.
Ryan at Sunset Travel always does an amazing job with my travel plans! He also books some great tours for us; he's been booking some amazing trips for us for several years now. Recommend 10/10.
Barry BalikLocal Guide · 30 reviewsiTotal number of Google reviews Barry has written across all businesses on Google Maps, not just this one.
“Ryan, We returned home from our amazing vacation last night, exhausted and so happy with all of the arrangements that you made for us, the Celebrity cruise, and all of the plans that we made, too. Thank you for all of your assistance and expertise. Also, we appreciated the bottle of Pereseco and the tote bag we found in the Romanico Hotel. We enjoyed every adventure and visiting so many fabulous cities. Thanks again - and hope to talk with you again soon, Marlene and Barry Balik”
Nicole Braswell9 reviewsiTotal number of Google reviews Nicole has written across all businesses on Google Maps, not just this one.
Latrissa, planned the BEST mother and daughter trip to Japan. My daughter and I had a wonderful time and everything went smoothly! I will definitely have her plan my next big trip!
