Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When booking this reservation through booking.com it was advertised that we would be on a higher floor with greater view of the beach and a fairly nice looking condo, so of course I selected my dates (7-16-24 through 7-21-24) to be reserved for that room. I only got the room details the morning of the reservation (7-16-24) stating that I was going to be on the second floor with no view of the beach, the view is of the pool. So that is complaint number 1, false advertisement on which room I thought I was booking. After receiving the message I called the condominium (shores of Panama) to try and resolve this issue and be put in a room like I had reserved when I booked. The lady was rude and offered no help to fix the problem. Once arriving on 7-16-24 to my room 227 on the second floor, I walk in to realize this room in no where near as clean or updated to the reservation of the room I booked on booking.com. The cleanliness was far from satisfaction, there is no wash clothes available to bathe with, the bed is very uncomfortable, the washer/dryer unit is inoperable, and the main door’s deadbolt lock is broken to keep anyone from getting into our room. So we call the lobby at Shores of Panama once again and explain the problems and complaints we have, we once again are told rudely that there is nothing they can offer us or help with. After spending that amount of money on a condo it should be far from exceptional and be happily satisfied for what we were to except when we booked this trip. I have stayed at many resorts in Panama and have never had a bad experience with a resort, until now. I would like and/or expect a partial refund for the troubles and false advertisement we were given. The room was $2576.57 ($2,076.57 + $500 deposit)

  Business Response

  Date: 08/02/2024

  Thak you for letting us know your concerns. However, i visited the unit and i can see the ocean from the balcony. All units are considered ocean view due to this being an ocean front property. The pics on the sites are stock images of what some of the units look like as these are not rented out by the unit just the unit types. 

• Initial Complaint

  Date:06/07/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m going to share my experience with shores of Panama. I booked through shores of Panama for 5 nights which I 100% don’t recommend ever to do. I’ve stayed here multiple times and used **** and loved my experience here but through shores was a nightmare. Arrived Saturday to a below average condo but paying what you would expect at shores. 1. Counter top was broke and leaning 2. Couches had tears and rips, also mold on the sleeper sofa 3. Fire extinguisher missing 4. Dryer did not work, to some it up an absolute dump. Tried for 2 days to get in touch with them and since it was the weekend I couldn’t get ahold of front desk until Monday around 1. Here was there solutions, 1st solution to refund me 215 for the cleaning fee, not acceptable, 2nd move to another unit but pay an extra cleaning fee, 3rd, check out and get a refund, so cut vacation short. 4th, after talking to them all afternoon they offered us too move 4 floors up and not get cleaning fee back, mind you we were out to dinner and shopping plus having to re pack up 11 people, food and groceries, beach stuff and then unpack again for the last 2 days of our vacation. I asked for one extra day and they said they would discount 1 night, my question is why would they let the unit we were in even be booked??? Very very disappointed with shores of Panama and if you look to come here do yourself and family a favor and book through **** or *** *** from an owner who actually cares!!!!

  Business Response

  Date: 06/11/2024

  Please see attached corresponding information for Mr. ****** This guest spoke with the manager on duty Monday of his stay in which he shared with her did not want anyone to come correct the issues he just wanted a refund. She offered him a refund of his cleaning fee and he was ok with that. Later on, we started getting demanding messages from. Mr. ***** that he wanted free nights. We let him know we cannot offer free night extensions that was not something we were allowed to do. He was offered to check out and receive a refund of his remaining stay or to move to another unit. The guest declined both offers. He continuously tried to extort us the entire stay that by Wednesday we offered him a free night extension and he declined that as well and now wanted a full refund after he had already stayed his entire vacation. Mr. ***** tried to extort our company a few times during his stay with threats of reporting us to every agency imagined and threats of bad reviews. We will not offer anything more to Mr. *****, he has received his cleaning fee of $242 back and nothing more will be provided to him. 

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The staff here are very rude and they are ruining everyone’s vacation

  Business Response

  Date: 03/13/2024

  Good afternoon, this complaint is very vague. Is it the property employees who were rude? If so they are managed by the HOA. You can reach them at 850.588.3455. We are not affiliated with them. 

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got inside and immediately noticed there was still garbage and food on the floor. The microwave was almost completely busted, the faucet hanging off the sink and towel racks barely in the wall. Within the first 30 minutes, the roaches were seen climbing the walls. No one was allowed to open their cases and we brought no food in because it was disgusting and a health hazard. I called and left messages with front desk and housekeeping. No response. I then called wmergency line next and did reach a woman. I was told someone would come spray and security would check on why renovations next door were beginning at 5:00 a.m. no one ever came to spray, no one called us back and no one answered again. Once you are booked, there is absolutely no management to report problems to or get anything done. I feel robbed. I did not expect grandeur but was promised a clean family place. My family could not even bare to be in that room. If you stay here, you are doing so at risk of your health and safety.

  Business Response

  Date: 07/13/2023

  Miss *********, only reported to us about the roaches in which we did send maintenance to come and spray the unit. This is Florida and its tropical weather unfortunately they are very popular in the summer time. She did not report anything about garbage on the floor or faucet hanging. I went and inspected after the guest was departed and no faucet was broken or hanging. She did call to complain about neighboring renovations. These are privately owned units which was explained to her and owners are free to renovate their units. She was given security info to contact to make the complaint to them for them to try to resolve. No refunds will be made as any issues that were brought to our attention during her stay were addressed. 

  Customer Answer

  Date: 07/14/2023

  
  Complaint: 20311016
  
  I am rejecting this response because:

  I attached a screenshot of my call log which shows how many times I attempted to call.  No response and no calls back..  I only got a ahold of one person when I called emergency line.  NO ONE came to spray as they said they would.  We l could not leave anything open and did not even attempt to touch anything in the disgusting kitchen.  I did not get a picture of the busted faucet that was loose but did get a picture of the busted microwave.  I also got a picture of how dirty the floors were and the food that covered them when we arrived on Sunday.  This room absolutely ruined our trip.  I do not want anyone else to fall into this trap.  There is NO management in this place.  It is absolute mess.  Not safe for anyone and should be shut down.  
  
  Sincerely,
  
  Jenny *********

  Business Response

  Date: 07/14/2023

  Please see attached screenshot from where the manager spoke with Ms. *********. Maintenance was sent over the same day. No one was in the unit. We have nothing further for Ms. *********. 

  Customer Answer

  Date: 07/14/2023

  
  Complaint: 20311016
  
  I am rejecting this response because:

  This just makes it clearer that there is no management.  This place is a giant free for all.  Nothing is addressed because they do not care.  We saw no one enter the room to spray. LIE.  We were told that after someone sprayed we could not be in the room for a few hours.  No one called us to let us know and we saw no one.  If you did actually send someone (which I’m doubtful about because I apparently you don’t know how to be truthful) - you let my family walk into a room that could have potentially just been sprayed and knowingly let us breathe that in with absolutely no warning.  You also outrageously lied about how many times we called.  I believe the calls were every day and numerous from the call log I provided.  Wow - not even an ounce of shame.  I provided pictures of the room condition and no response to that at all.  Disgusting rooms and disgusting human beings.  

  
  Sincerely,
  
  Jenny *********