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Business Profile

Hotels

Days Inn By Wyndham Port Charlotte/Punta Gorda

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/21/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On 9/25/2024 I called the call center to book a pet friendly room during hurricane ****** because I live in a mobile home and we had a mandatory evacuation. I specifically asked and yes the call was recorded for a pet friendly room. The agent on the phone told me that for the two nights it would be ****** including all fees and tax. I paid that amount on my Venmo Debit card. When my daughter and my 2 dogs and cat arrived at the hotel there was no one at the front desk so I had to go to the kiosk that has a person on video to check in. I was told by that person that they had no more pet friendly rooms available. When I told him that was what I paid for he told me that I could go home and drop off my animals and come back. I told him that I couldn't go home because I lived in a mobile home park and there was a mandatory evacuation notice. He didn't even seem to care. When I asked about getting my money back he said that I should have a refund in about 3-4 days. I placed a request on line for a refund the next day. I heard nothing about it. When I called the support line I was told that it had been approved and that it could take up tp 10 business days. After 10 business days I called back and was told that they would have to have this case escalated and they weren't sure as to why I had not yet received my refund. Two days later/ called again and was told the very same thing and that I would receive an email. I still have not received an email from them. I called another day later and then was told by another agent that I would have to call someone else and gave me their number and email. I have called and called and cannot get someone on the phone and so I emailed ************************ On Oct. **************************************************************************************** 3 days. I have yet to hear anything from anyone regarding my refund and it is close to being 30 days to which after that you cannot request a refund.

    Business Response

    Date: 11/12/2024

    Unfortunately, the guest has made a complaint against the wrong party.     Ms ********* booked through Hotel Planner and they are the ones that have not refunded her DESPITE us having refunded them the very next day.  The screenshots she provided are her conversations with them, not our hotel.      As shown by the attached folio, we immediately refunded the entire amount charged to the suppressed virtual card that Hotel Planner provided, as per their agreement with guest.   As we were unable to accommodate the guest, the entire stay was refunded.    Our only communication with guest after the fact was when she called our kiosk and was advised that we had refunded the full amount to Hotel Planner and to please pursue refund with them.   The amount she paid Hotel Planner and the amount Hotel Planner paid hotel differs due to the fees and charges imposed by Hotel Planner on their customer.   We refunded the entire amount to HOTEL PLANNER.  I would be happy to discuss this further if necessary.   ********* ****** General Manager Days Inn ************** ************ 

    Customer Answer

    Date: 11/13/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But I will be filing a complaint against Hotel Planner. Honestly that is the first time I was able to even get a name of the business that booked the room for me. I did have other correspondence with the hotel and no one was helpful in giving me the information as to where to go for help in this matter u til after my complaint. 

    Sincerely,

    ***** *********

Days Inn By Wyndham Port Charlotte/Punta Gorda is NOT a BBB Accredited Business.

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