En Soleil — Hotel in Panama City Beach

BAIT AND SWITCH AND BOGUS DAMAGE CHARGES||||COMPLAINT ACTIVITY REPORT Case # 19048151 Better Business Bureau of Northwest Florida,||||||||||Our Mother/Daughter group rented a condo at En Soleil unit 1222 for 8/3-8/10 2018. My daughters husband is deployed and we wanted to rally support for her and her baby.5 days before our arrival, my daughter and I called Resort Collections and added her name to allow her to check in early. When she arrived she was told she was not on the list and could not check in. She had $450 worth of groceries in her car with frozen foods melting and they were not helpful at all. When we got into the condo, we quickly realized the condo was not the one in the picture on the website. We rented a condo with 2 queen beds, one king bed, two sofas and one pull out. We had one king, one queen and two toddler size bunk beds, one pull out. I called the property management and they said the pictures on the website are a representation of what we "might" receive. Oh, but, we could move into a 3 bedroom for $1000.00 more. This was obviously a bait and switch. The customer service was not good during our stay but, the worst was the bogus damage charge we received once home. They charged us $694.80 to replace a king comforter which they say had a stain that would not come out. We did not stain anything and even if we did, we paid an up front damage waiver fee of $49.00 that covers up to $1500.00 in damages. So, ultimately, we are out $743.80. I have asked for a receipt for the new comforter and for them to ship the damaged one to my house. I have stayed with En Soleil for the past 7 years and had the greatest experiences until I booked through Resort Collections property management. Someone is scamming renters, and pocketing the money. Here is a copy of the Damage Waiver Fee in their confirmation letter:||||Damage Waiver Fee |||| To cover any unintentional reported damage during your stay, A non-refundable damage waiver fee of $49.00 has already been added to your reservation. This fee is applied on a per-unit basis and will protect both you and the unit's owner from any abnormal wear or damage to the unit. The damage waiver fee does not cover negligence or willful and wanton misconduct. The damage waiver is limited to a maximum damage payment of $1,500 per unit and is applicable for the guest's entire stay. ||||||||||I hope that the Executive team at Resort Collections will look into this and make it right. I love En Soleil and I am deeply disappointed and saddened that my favorite vacation spot has been tarnished. I work hard for my money and it is disturbing that someone at Resort Collections had my bank card information and can randomly charge me for something I did not do and it is simply my word against theirs. Be aware of policies that allow this business to steal from you whenever they want and get away with it. So sad. Here is their ridiculous response to the complaint we filed with the BBB.||||||||||RECEIVED BUSINESS RESPONSE : Thank you for taking the time to give us your feedback. We apologize about the challenges you had with your daughter getting checked in and the bedding in the unit. With each unit being individually owned and furnished it is not possible for us to guarantee specific bedding.|||| We do have the information about the damage waiver fee as you stated in the confirmation letter but it also states about Reporting Damage: "Upon arrival, please make note of any damage that you find in your unit and report it to the office immediately to avoid any possible liability. If any loss or damage occurs during your stay, you must notify us immediately in order for the damage waiver fee to apply. We inspect every rental unit after each guest's departure; if unreported loss or damage is discovered after your stay, your credit card will be charged."|||| Since the damage was not reported during the stay we would not be able to authorize a refund for the damaged item. As requested, the damaged item has been shipped along with the receipt for the new one. |||| Thank you||||||||||Literally, our word against theirs and they stand behind legal jargon and sadly i guess are able to sleep at night. I guess if they can live with it.......we can live without it!! BUYER BEWARE OF THIS PROPERTY...

BAIT AND SWITCH AND BOGUS DAMAGE CHARGES||||COMPLAINT ACTIVITY REPORT Case # 19048151 Better Business Bureau of Northwest Florida,||||||||||Our Mother/Daughter group rented a condo at En Soleil unit 1222 for 8/3-8/10 2018. My daughters husband is deployed and we wanted to rally support for her and her baby.5 days before our arrival, my daughter and I called Resort Collections and added her name to allow her to check in early. When she arrived she was told she was not on the list and could not check in. She had $450 worth of groceries in her car with frozen foods melting and they were not helpful at all. When we got into the condo, we quickly realized the condo was not the one in the picture on the website. We rented a condo with 2 queen beds, one king bed, two sofas and one pull out. We had one king, one queen and two toddler size bunk beds, one pull out. I called the property management and they said the pictures on the website are a representation of what we "might" receive. Oh, but, we could move into a 3 bedroom for $1000.00 more. This was obviously a bait and switch. The customer service was not good during our stay but, the worst was the bogus damage charge we received once home. They charged us $694.80 to replace a king comforter which they say had a stain that would not come out. We did not stain anything and even if we did, we paid an up front damage waiver fee of $49.00 that covers up to $1500.00 in damages. So, ultimately, we are out $743.80. I have asked for a receipt for the new comforter and for them to ship the damaged one to my house. I have stayed with En Soleil for the past 7 years and had the greatest experiences until I booked through Resort Collections property management. Someone is scamming renters, and pocketing the money. Here is a copy of the Damage Waiver Fee in their confirmation letter:||||Damage Waiver Fee |||| To cover any unintentional reported damage during your stay, A non-refundable damage waiver fee of $49.00 has already been added to your reservation. This fee is applied on a per-unit basis and will protect both you and the unit's owner from any abnormal wear or damage to the unit. The damage waiver fee does not cover negligence or willful and wanton misconduct. The damage waiver is limited to a maximum damage payment of $1,500 per unit and is applicable for the guest's entire stay. ||||||||||I hope that the Executive team at Resort Collections will look into this and make it right. I love En Soleil and I am deeply disappointed and saddened that my favorite vacation spot has been tarnished. I work hard for my money and it is disturbing that someone at Resort Collections had my bank card information and can randomly charge me for something I did not do and it is simply my word against theirs. Be aware of policies that allow this business to steal from you whenever they want and get away with it. So sad. Here is their ridiculous response to the complaint we filed with the BBB.||||||||||RECEIVED BUSINESS RESPONSE : Thank you for taking the time to give us your feedback. We apologize about the challenges you had with your daughter getting checked in and the bedding in the unit. With each unit being individually owned and furnished it is not possible for us to guarantee specific bedding.|||| We do have the information about the damage waiver fee as you stated in the confirmation letter but it also states about Reporting Damage: "Upon arrival, please make note of any damage that you find in your unit and report it to the office immediately to avoid any possible liability. If any loss or damage occurs during your stay, you must notify us immediately in order for the damage waiver fee to apply. We inspect every rental unit after each guest's departure; if unreported loss or damage is discovered after your stay, your credit card will be charged."|||| Since the damage was not reported during the stay we would not be able to authorize a refund for the damaged item. As requested, the damaged item has been shipped along with the receipt for the new one. |||| Thank you||||||||||Literally, our word against theirs and they stand behind legal jargon and sadly i guess are able to sleep at night. I guess if they can live with it.......we can live without it!! BUYER BEWARE OF THIS PROPERTY...

If I could give negative stars I would. Their incompetence ruined our vacation. We had booked a trip to stay in Panama City Beach Florida December 26th through January 3rd. We originally booked our stay with them June of 2022 and made full timely payments. We spoke to their representatives several times from June to December 2022. During each conversation we were assured that our stay was booked, in good shape, and that we had nothing to worry about, we have several emails confirming our trip and details. The conversations confirming our trip were with a man named Nick and another named Jacob. On Wednesday December 21st, we received a text confirming our stay and letting us know that we would receive details about how to get into our room 12-24 hours before our check in time on December 26th. We began our drive to Panama City Beach in the early hours of December 26th. We reached out to En Soleil letting them know that we had no yet received the details regarding how to get into the room. We spoke to a women named Carina or Karina on the phone. She told us that she was "out of town" and would take "10 minutes to get to a computer" but would reach back out when she had the details of our trip. Shortly after speaking to her, we received an email that stated that our trip had been cancelled. When we called her back about this issue, she acted surprised and asked us to respond to the email that told us our trip had been cancelled to inquire about the cancelation. When we asked her if she could find out why is was cancelled or resolve the issue, her response was "Im out of town" and "I don't have my computer". If we did not reach out to En Soleil before our arrival, we would have been stranded in Panama City Beach, with nowhere to stay, 15 hours from home. What was the reason for their cancellation you might ask, "Circumstances outside of their control". That is the most ambiguous statement that I have ever heard. Customers have to cancel reservations within a certain time period so why is this company allowed to cancel 5 hours before check in time for "circumstances outside of their control", after telling us for months that our reservation was good and valid? If I cancelled my reservation 5 hours before check in time for circumstances outside of my control I wouldn't get a refund at all. This was quite possibly the worst customer services experience I have ever encountered. If they would have cancelled our trip a month before our check in date, or even a week before our check in date, we could have lived with it and found another place to stay. Instead they cancelled our trip hours before check in and now we have no other time to find a reasonable alternative. I will not be booking with En Soleil...