Anonymous
HORRIBLE! LIARS! The absolute WORST vacation experience ever. My children were disappointed which makes me more upset than anything else. Where do I start? My family and I booked a rental property at Reunion Resorts through Top Villas in March 2021 for June 2021 for a 7 night stay. The home we booked was exactly what we needed for our summer vacation following a LONG 15 month quarantine. Everyone was so excited. The afternoon before our departure, Top Villas management contacted us to. inform us that due to maintenance issues the rental property we booked was not available. The agent did not know what the maintenance issue was. Red Flag #1. We were given the option to stay in another rental which they claimed to be comparable to the one we initially rented or accept a full refund. If not for our children, we definitely would've accepted a full refund. We decided to stay at the other property which was new and appeared to be nice on the pics sent via email. I decided to reach out to management again in route to the property. I wanted to know if there was any chance that once the maintenance issue was resolved, our family could move into the original property. I was informed that. maintenance would take at least 3 days and it was unlikely that the accommodation could be made for us. Top Villas still claimed that they were not given the specifics of the maintenence issue by the property manager. I knew they were being dishonest busy had no proof or any properties available in Orlando that would accompany our family at such short notice. On arrival to the property, the property manager on site stated, "We don't have that Property in our system; this property is actually still on the market; what company did you rent from?" I responded "Top Villas". The gentleman's facial. expression spoke volumes. He allowed us to sit in their lobby for 1 hour while we drive ţo the Top Villa office to retrive a key code to enter the property that they claimed they emailed. Red Flags all over the place. We enter the home which was so new that there was tape on the walls downstairs awaiting accent wall treatments or wall paper perhaps. There weren't enough beds in the kid's bunk tons to accommodate us. The air conditioning was not working prototype the entire week. The home looked as if it were quickly staged just to get us thrift the week. We called and complained daily. Each time we called, we spoke with someone differently and they always had us booked in the initial home we rented. Another Red Flag. We decided to make the best out of a bad situation. We bought air mattresses for 4 of our kids. They were so disappointed. My 8 year old stated "Our house at home is better than this; I. don't have a bed to sleep in and it's so hot in this house". 😩 We decided to take a drive around the beautiful grounds on day 2 of our stay. We saw the home we rented initially. There was 1 car in the driveway. We decided to stop by to meet the maintenance guy only to find out that it was another renter and his family if 4 that also booked the property 3 months prior with the exact same dates as my family. I showed him our receipt and explained what we'd been told by Top Villas. The gentleman stated, "That's so F***** Up!; I'm sorry you guys were treated this way". He even told us he laid $1500 less than we paid for a home double the size of the one we were assigned to last minute. At this point, we're furious. Top Villa's management lied to us. If they double booked, tell us that in enough time that we can find an alternative property that truly fits our needs. Now We're feeling discriminated against and manipulated. To top everything off, the amenities that came with the original rental that we paid for were not available to us. When we tried to utilize the Reunion Resort pools, we were turned away. The manager stated "the property you're staying in isn't even in our system. Top Villa's lies to their renters all of the time. Don't allow them to get away with this." They're Trash! They won't! What they didn't know is that we will not accept such treatment with no recourse. NEVER USE TOP VILLAS! NEVER!!! What's sad is that every property management team on Reunion Resort properties had nothing good to day about this company. They're predators and lack integrity. We learned a $12,500 lesson the hard way.
11 months ago
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Top Villas has a 3.74 average rating from 237 reviews

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