Mrs. Bell
They have the worst customer service I have ever encountered. I received a call from a young lady explaining that she would be my personal contact for my upcoming trip while on the phone with I explain to her that I needed to switch my dates she checked to see if the villa that I rented was available for the new dates and they were she said she will reach out to the owner to see if I could switch. This was on September 6th today is October 31st and I have not heard anything from this lady. I sent her three separate emails called several times and when I finally did talk to someone they said oh the owner has not responded to her. That is all well and good however when were you going to update your client to say they never return my call do you want to keep it for these days, switch to a different villa, cancel or wait to see if they will respond. Give me some options don't assume that I want to continue to wait on this villa. So now I need to cancel the entire trip because I don't feel confident that they are going to handle anything once I get there and was told that I would forfeit everything I paid up to this point because their cancellation. states that if it's within 60 days of your plan trip you don't get any money back that you paid however had I received a call or gotten in touch with anybody I could have canceled 60 days prior. I really think that they purposely did not call me back so by the time I had to cancel it would be within the 60-day window and they could keep all my money. Now I did purchase the cancellation insurance so I would get my money back from the claim and the lady kept saying oh you have the cancellation insurance so you should be fine. The email that I received stating that if I canceled I would forfeit my money's paid was from the accounts team. I called over there about 30 minutes after I received the email talk to someone in a different department they said both of the accounts people were on the phone and would call me back in about 30 minutes 3 and 1/2 hours later I did not receive a call I called them back she said oh she's going to reply back to your email I said I don't want to reply back I want a phone call oh yeah I can tell her to give me your phone call check my email a hour later 10 minutes after I talk to the person the second time specifically requesting a phone call I got to email. I did reply back to the email and state this is not what I asked I need to talk to someone I'm actually still waiting on a call as I write this review. So I guess my take away from this is if you book your trip and you have no issues then it'll be fine but if anything comes up they are not the people to deal with because they are not going to call you back.
6 months ago
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Top Villas has a 3.74 average rating from 237 reviews

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