Name: Top Villas
Address: Innovation House Innovation Way Discovery Park, Sandwich
Rating: 3.50

“This house was everything that the pictures show. It was spacious and accommodating for our family. All of our needs were meet by the property attendants. We will definitely return to this property.”

Helpful Report

Posted 5 years ago

Hi Tressa, Thank you for your review. We are always so pleased to hear great feedback from our guests and we hope to welcome you back to one of our lovely homes very soon. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“We really enjoyed this property. My family and I had a ball. The only downfall was the pool was very small and the ceiling looked patched up and needed to be redone. Other than that we loved the property.”

Helpful Report

Posted 5 years ago

Hi, Thank you for your review. It is always so great to hear lovely feedback from our guests, we really appreciate it and hope to welcome you back to one of our properties in the near future. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“It was 14 of us 8 adults and 6 kids and we had a great time the house was very kid friendly very nice and clean we all loved the pool area. We only had 2 issues the master bedroom upstairs bed rail kept falling and the tv didn't work. Otherwise the house was perfect I liked that it sits on the corner. I think we are done with Disney but if we ever have to come back to Florida I would stay here again. Thank You so much.”

Helpful Report

Posted 5 years ago

Hi Lena, Thank you for your review. We are so pleased that you enjoyed your stay in Emerald Island. We have many homes in Florida and the Caribbean and would love to welcome you to another of our beautiful homes in the near future. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“Top Villas did eventually agree to hold the deposit and we are travelling and staying with top villas this summer 2019. Hopefully I can write a further review praising their wonderful service. NO COMPASSION FOR CANCER My father has been diagnosed with stage 3 aggressive prostate cancer and cannot travel this summer (2018) due to extensive radiation and hormone treatment. Top Villas had taken a deposit for a Villa in Orlando. I fully explained the circumstances to Top Villas and asked if the deposit could be held for a booking in 2019, when hopefully successful treatment enables all of our family to travel. They simply stated their terms and conditions show a non refundable deposit and showed no compassion at all for the awful circumstances. Now I know the terms and conditions are correct but every other company we had bookings with have understood the situation and been very accommodating. Not Top Villa’s. I am very upset.”

Helpful Report

Posted 5 years ago

Hi Brad, Thank you for your review. I am very sad to read about your experience with us and can assure you we have every sympathy with your position. I have investigated this with my sales team and they informed me that you were given the option to postpone your dates into 2019 however the dates that you requested were already booked by another guest. Please do get in contact with me directly should you wish to discuss this as I would really like to make this right for you. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“We have just returned from Reunion resort 7415,The villa was impressive and spacious for our group of 11 but we had some problems with the oven,hob and air con. My husband and son in law managed to locate the circuit breaker which was outside to fix the oven and hob but air con had to be repaired by an engineer,who arrived quickly and did a good job although we did miss an evening out waiting for it to be done.Top Villas should also make people aware that you need to pay a membership and entrance fee to use certain pools in the resort ie the childrens slide pool.We had a fantastic holiday overall and loved Florida.”

Helpful Report

Posted 6 years ago

“Property was clean and as advertised. TopVillas engagement before the trip was very good, but the way they handled a query during the visit was less satisfactory.”

Helpful Report

Posted 5 years ago

Hi, Thank you for your review. It's great to hear that you were pleased with the property and our customer service on the build-up to your trip. I am however disappointed to hear of the less than satisfactory way in which your query was handled during your stay. I have sent across a personal email to you and I would be most grateful if you could provide some further information so I can speak with the individual involved and ensure this does not happen in the future. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“Once booked no further communication. Received info pack very limited information regarding our accommodation. No further information at accommodation regarding anything at the home. Management company took a week to get back to us regarding a problem at the home at which time we were back in the UK.”

Helpful Report

Posted 5 years ago

Hi Lynda, Thank you for your review and I am sorry to hear that you had a disappointing experience with us, this is certainly not how we would want any of our guests to feel after leaving one of our homes. In September 2018, we created a dedicated Guest Experience team to ensure our guests receive good communication after making a booking through to returning home from their holiday. Unfortunately, as your booking was made in May 2018 we had not sent our introductory email after you booked, I can however see that my colleague Megan contacted you 2 weeks prior to your stay to check-in with you and to check if you had any questions about your upcoming stay though we did not receive any response. We are also currently in the process of overhauling our Villa Information Packs to ensure we are giving our guests as much relevant information as possible concerning their stay to really provide that extra level of customer care. I would also like to apologise on behalf of the on-site property manager regarding their poor communication and I will be conducting a thorough investigation with them as to how this occurred. I do hope you will give us another opportunity to welcome you back to one of our beautiful homes in the near future. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“We were generally pleased with the villa. Plenty of towels, dishes, silverware,cooking items, seating areas, and comfortable beds. Our only issue was the smell of cigarette smoke on the second floor. Our only other issue was with access to the property when the gates were down. The automated system didn't work properly and trips to the main office were required several times.”

Helpful Report

Posted 5 years ago

Hi Gail, Thank you for your feedback regarding your recent stay. I am pleased that the villa was stocked to your liking and the living spaces worked well for your group. I am however sorry to hear about the smell of cigarette smoke on the upper floor, this is a non-smoking property so this should definitely not have been the case. I have sent your feedback across to the on-site property manager to investigate how this occurred and to take remedial steps to ensure future guests are not impacted so thank you for making us aware of this. I would also like to apologise about the issues with the electric gates to access the resort, Encore Resort is one of the newest resorts in the area so I can imagine there have been a few teething issues with the electronic system and I have raised this to the Homeowners Association. I do hope you will give us another opportunity to host you in one of our beautiful homes in the near future. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“Booking initially very straight forward but thought that it could have been made clearer around deposits etc and that you revceove your pack a week in advance.”

Helpful Report

Posted 5 years ago

Hi, Thank you for your review. I am pleased to hear that you found our booking system to be straightforward. I am however disappointed that you did not receive enough clarification on deposits and were unsure when you would receive your welcome pack, this should have been explained to you at the time of booking. We will look into making this information clearer both on our website and in the booking confirmation. We hope to welcome you back to another one of our homes very soon! Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“Arrival instructions were terrible and caused a lot of confusion and frustration for the group. Home was beautiful but grossly under-supplied for the large group that it is advertised for. Linens, pool towels, kitchen supplies, etc. Had ants in a bedroom which the exterminator just scared to the next bedroom. A family member ended up with about 50 bites from her bed.”

Helpful Report

Posted 5 years ago

Hi Ryan, Thank you for your review. I am pleased that you found the home beautiful however I am disappointed to hear of the issues that you faced with this particular property and with the arrival instructions that you were presented with, this is certainly not how we would want any of our guests to feel about their vacation in one of our homes. I would be most grateful if you could provide me with some further details over email so I can investigate this fully with our on-site property manager and the homeowner and hopefully we can make this right for you and take any remedial steps necessary with this property. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“They have some nice staff - however, I would be wary with the villa reviews on the site as I know that reviews that i and others have placed in the past haven't been published.”

Helpful Report

Posted 6 years ago

“We were devistated. We planned a getaway of a lifetime. A last family trip. On the day we were leaving we callex to get the code for our rental property and learned the owner cancelled our reservation. We had special needs? two small dogs a grandson and our 2 grown children. We had no where to go and tried endless calls only to find nothing. Needless to say our entire vacation was ruined We will never use this comany agsin. Karen the agent we worked with was very kind. She did her best to see if she could help but it was fruitless Ty for trying Karen. My husband is at the end ogf his life and this trip was gping home for him Being with family togethet in his favorite place. He wont get this chance again. Its heart wtrntching?!!!! Reimbursing us is only a part of making things right. You have no idea!! This was to be our Christmas.”

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Posted 1 year ago

“Was notified 4 days prior to vacation the place had sold. New property was in terrible condition.”

Helpful Report

Posted 2 years ago

“The Good The first time I booked a villa through Top Villas was in November 2019. The booking went smooth and the accommodations were as advertised. The Bad In December 2019 I decided to book another villa with Top Villas. Again the booking was smooth. However, when I cancelled this booking at the last minute in March 2020 due to COVID-19 things changed. Repeated efforts over a three weeks period to have someone respond back about the possibility of a refund/rescheduling/travel voucher went unanswered despite being told that the person looking after the matter was working and would call back by days end. The Ugly Eventually, after three weeks of run-around I was advised by a Top Villas director that their hands were tied because the villa’s management company wasn’t willing to provide any consideration. When I asked if The Top Villas could directly provide any type of compensation the director said yes. However, when I followed up and asked for specifics communications again ended abruptly. Folks, without question The Top Villas has access to nice accommodations and their initial customer service (during normal times) was good. However, when an unprecedented world-wide pandemic arose the company’s true colours surfaced. Instead of trying to come to a satisfactory solution that worked for both sides The Top Villas avoided communications and hid behind standard operating policy. I guess in their eyes, why do anything more as they were already paid. That said, there is no doubt that COVID-19 has rocked the travel industry and it will be quite some time before things return to normal. While it will always be tempting to revisit Top Villas for future accommodations due to their inventory I don’t think they will be my first choice. Instead, I will search for a similar company that is more understanding and flexible. My suggestion.....do the same.”

Helpful Report

Posted 4 years ago

“House was absolutely beautiful but the management company is terrible and will not book another rental unit through top villas because of them. Waisted a lot of hard earned money of this house when renting a hotel would have been a lot easier....WILL NOT recommend to friend or family.”

Helpful Report

Posted 5 years ago

Hi Des, Thank you for your review and I am sorry that the experience you had with one of our on-site property managers was disappointing. I have sent across a personal email to you as I would be appreciative if you could provide some further details so I can investigate what happened. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“We called several time over our stay for problems. Pool lights. No wifi. Infestation on insects. We never got a resolution for most of the issues and were never given a call back for updates. Will always recommend Airbnb purely based on customer service.”

Helpful Report

Posted 5 years ago

Hi Leeann, Thank you for your review and I'm sorry to hear of the issues you faced during your stay, this is certainly not the experience we would hope for any of our guests to have. I have looked in our email inboxes and I cannot see any correspondence from you so this is unfortunately the first I have heard of this. I have sent across an email to you to see how we can make this right for you. I look forward to speaking with you. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“We've booked with Top Villas several times before and have always been happy. We rented this house several years ago and really liked the location and the pool. So we rented it for our Christmas break trip. As soon as we walked outside the house next door's pool pump was making a noise like a jet engine taking off. It was so loud you couldn't hear each other talking. We called Jeeve's which is who Top Villas must hire to manage the house and they said they weren't a wear of any noise and that the house next door was not one of their houses. The pool guy stopped by to check on our pool the next door and we complained to him. He was very nice and polite and said that he's told them the pool pump is bad and it's been like that for some time. The following day we see a jeeve's van cleaning out the house next door (so it was one of their houses). Needless to say that noise was so loud you couldn't enjoy the outside at all. That with all the raccoon poop on top of the pool screen made an awful smell. We were not impressed this time around.”

Helpful Report

Posted 5 years ago

Hi Zack, Thank you for your review and I do apologise about the issues you experienced throughout your stay with the next door house's pool heating system. As you can appreciate, this is something outside of Top Villas control and the homeowner of the neighboring property would need to address this. I am also sorry to hear about the raccoon excrement on the pool cage and had we been made aware of this at the time, we would certainly have addressed this. I do hope you will give us the opportunity to welcome you back to one of our homes in the near future. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“Beautiful place and great time but HORRIBLE CUSTOMER SERVICE. They will have you pay for heated pool but won't turn it on until you complain and their excuse is that "it was too cold and the heaters could not heat the pool". Absolutely nonsense!! We had warm weather all week except Saturday but the pool was cold Monday and Tuesday and super warm Saturday... Also, they will find any way to keep as much of your security deposit as they can. For us they said we did not leave the property on check out time but they do not have any proof. We even commented on how punctual they were when we were sitting outside and saw them arrive right at 10am. They were understaffed and could not finish cleaning the house on time for the next guest so they blamed us and said that "we prevented cleaning crew from cleaning". Watch them they are liars and will do anything to get as much money out of you as possible”

Helpful Report

Posted 5 years ago

Hi Dounia, Thank you for your review. Firstly I do apologise that you are unhappy with the way you feel things have been handled by Top Villas and the on-site management company, we certainly do not wish any of our guests to feel that way and we always strive to deliver top-notch service to all our guests. I have had a look through the correspondence between all parties involved to try and establish what happened, as you can appreciate we are somewhat stuck in the middle when it comes to these type of things and it is our job to try our best to be as impartial as possible and come up with what we feel is a fair resolution for all parties involved. With that in mind I would like to present you with our timeline: Pool heating: 29th October: Guest checked into home 30th October: Guest reported pool does not feel warm and asked if pool heater had been switched on. This message was received after 5pm GMT after the Guest Experience team had left for the day 31st October: Upon receiving email from 30th October, Grace at Top Villas spoke with the on-site property manager who informed us the pool heating had been turned on on 29th October however due to a cold snap, the pool was taking a little longer than usual to get up to optimum temperature, this was communicated to the guest on 31st October and Grace asked that a technician from the property manager should visit again to make sure this was the case 1st November: Property manager informed us the pool heating was already on and as suspected, the water was taking a little extra time to heat up due to a cold snap, this email was received at 5pm GMT 2nd November: Guest was informed that the pool heating was working perfectly and it was agreed that the pool was now at a good temperature Per the above timeline, the pool heating was switched on from your check-in date however due to low temperatures overnight this did mean that the pool took some time to get up to temperature, this does not mean the pool heating was not switched on and the heating unit was still operating from the day of your check-in. Check-out delay: 4th November: At 10:58AM EST Top Villas Orlando office received a phone call from the on-site property manager informing us that guests were still in the property and that a late check-out penalty would need to be applied to the reservation as there was another guest due to arrive at 4pm and the late check-out had severely hampered the cleaning staff's ability to turn the property around in time 5th November: Property manager sent Top Villas an invoice of $734.91 and requested that this was to be taken from the security deposit being held. Top Villas argued this was unjustifiably high and that we would only charge the guest the actual "cost" of paying additional cleaners to enable the house to be ready by 4pm, it was agreed that they would waive the costs of their own staff time so we could charge the guest a reduced penalty of $300 instead which we believed to be fair given the circumstances 6th/7th November: Megan from Top Villas informed the guest of the charge. Guest disputed this and suggested the cleaning crew had been confused by daylight savings hours, this was refuted by the property manager and a time-stamped phone log was provided showing that they called Top Villas at 10:58AM EST to report that the guests were still in the property, this was confirmed by Gaby who was working in the US office on 4th November 12th November: Above was communicated to guest and guest asked for phone recordings and CCTV footage. Unfortunately, Top Villas do not currently record any phone calls, however the log that the property manager provided showed a phone call lasting 1 minute 32 seconds was made at 10:58 EST and our colleague in the US confirmed the nature of this phone call was to report that guests were still in the property. There is also no way of us getting hold of CCTV footage of Reunion Resort. Per the above timeline, we did conduct a thorough investigation to the best of our ability given the resources we have available to us, it is very unfortunate that this situation occurred in the first place but I hope you can understand that the property manager are charging us for the $300 which we worked hard to reduce from an initial amount of $734.91 and the claims they make are consistent with the phone log and the version of events communicated to us by our colleague in the Top Villas office in the US. I also note that you have stated in your above review that you were personally at the property and saw the cleaning team arrive which is inconsistent with our private correspondence where you informed me that you left the property at 9am and it was the rest of your party that remained at the property after that. Should you wish to discuss this further then please feel free to reach out to me directly. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“we rent a villa 2 weeks at Championsgate. The house is new and beautiful but already casse shower door, coffee table casse dand the closet, no pool towels, kitchen utensils really the minimun, tea towel missing, broom and mop breaks etc ... We sent 1 mail which is to remain unanswered. We had to rent the BBQ 2 weeks very expensive $ 190 and without using much after a week more gas. we called the number given in the binder and we were told that the replacement of gas was not their responsibility! I regularly rent villas in Orlando but I do not think to come back with the top Villa.”

Helpful Report

Posted 5 years ago

Hi Laurence, Thank you for your review. I have had a look into your case and I cannot locate any emails from you during your stay, I would be really grateful if you could send this across to me so I can investigate why this went unanswered. Regarding the rental BBQ, this is a service we offer to our guests for homes where a BBQ does no come as standard. A 2-burner BBQ costs $65 + tax per week and a 4-burner BBQ costs $95 + tax per week, this is in-line with other Suppliers in the Orlando area. The BBQs are delivered with a full tank of propane gas but we do advise that it is the guest's responsibility to re-fill the tank if they run out, this can be done at many locations in the Orlando area including Walmart and Home Depot. Kind Regards, Susannah Schwenderling

Posted 5 years ago

“When we arrived at the property in Bridgeford Crossing, we were greeted with two trashcans overflowing with trash and flies everywhere. Upon entering the house, we discovered a pair of underwear on the kitchen counter. There were only three working lights in the family room area out of six. Neither of the two lamps worked until we took a bulb out of one in the formal living room. The downstairs master was so dark that we had to remove the shades from the lamps to get better lighting. There were only three TVs in the entire five bedroom house. One of them only got an all local news channel. I know that people don't go on vacation to watch television, but when one settles down for the night, TV watching is appreciated. There were no lights in the pool which made night swimming difficult. We were unaware of the parking policy of the subdivision, which made parking on the street illegal, until one of the residents were so kinds as to inform us. That should have been mentioned someplace in the information packet. The house just was not what we expected after staying in the Champions Gate resort. There was a hole in the wall in the laundry room area. The entire time we felt we had to be extra quiet at night because we were in a residential subdivision. We were not aware of this prior to arriving. All that being said, we will use Top Villas again; however, we will only rent properties in the Champions Gate resort.”

Helpful Report

Posted 5 years ago

Hi Rashaeda, Thank you for your review. I am very sorry to hear that you had a less than pleasant experience in one of our properties. We always strive to only offer the very best properties on Top Villas and I will be investigating how the issues with the trash, underwear and missing light bulbs occurred, it would be very helpful if you could send across any correspondence that you had with the property manager and with us as I am having trouble locating anything in our systems. Bridgeford Crossing is a residential community where there are a small selection of vacation homes available for rent, many of our guests prefer this as it means the resort in general is quieter with a more "local" feel to it as opposed to the larger resorts such as Championsgate. I will personally ensure this information is added to the property listing so all guests staying in this property are aware. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago


Shipping & Delivery
Delivery Methods	Postal Service, Own Driver
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Under An Hour

Top Villas Reviews