Name: Top Villas
Address: Innovation House Innovation Way Discovery Park, Sandwich
Rating: 3.43

“We had a wonderful stay in Cape Coral 134 with nine person. The house is well equipped, nothing we missed. We enjoyed the billiard table, the pool and sitting on the landing stage with a beer in the evening.”

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Posted 6 years ago

Hi Claudia, Thank you for your review. We are so pleased to hear that you had a wonderful stay in Cape Coral, it really is a very special place! We look forward to welcoming you back to one of our beautiful properties again in the near future. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Booked in 6 months earlier for July big family holiday to Disney. 6 weeks in advance told the villa had been "sold" and offered 3 substandard alternatives (less bedrooms and old furnishings) or asked to pay more for a similar property! Still have our money and no villa. Won't return calls. Not the experience we have been saving up for! Update: Finally agreed after escalation to senior manager to provide a property which was similar but very stressful overall.”

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Posted 6 years ago

Hi Chris, Thank you for your review. I am very sorry to hear of your disappointment with your recent booking with us. Unfortunately on very rare occasions, homeowners do decide to sell their properties whilst there are bookings in place and we are left with no choice but to find an alternative property for our guests, I can assure you this was not a "bait and switch" tactic and we did our very best to relocate you to an upgraded property. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“I apprehensively booked a stay through Top Villas for our recent vacation. The reviews were mixed and I decided to take a chance. I am happy the property was as described, for the most part, but there were a number of issues. First, Top Villas did not direct us to the correct entrance, and when I communicated that to them, they didn’t understand how that was possible. They direct us to the entrance of the unit, but that requires entrance with a key card only owners have. The sign directed us to another entrance with a guard, and then we had to drive across a bridge into the correct area. When we arrived, our code to enter the door was wrong. This code had been sent out the morning of check in. The office would not answer the phone, so I had to call the main top villas line to beg for help; we had just driven an hour from Tampa with two tired toddlers. After the code issue was fixed, we walked into the unit with a strong unpleasant odor that has permeated into our luggage and clothing, even through washes. Top villas tries rectifying this smell by spraying air freshener, which they left on the counter. We were told the toaster would be replaced, as it didn’t work, but it never was. There was also a fly problem that only multiplied as we were there. Additionally, the dishwasher was broken and there was no dustpan for the broom. The bathrooms and kitchen looked like it hadn’t been wiped down in months, despite the unit supposedly being cleaned the morning of check in. There was staining on the carpet and damage to walls and frames. The plug in the bath was also broken, but did the job. There was also no trash bin, and we were instructed to leave trash outside as top villas wasn’t sure what to do either. A positive was the beds were really comfy. But we were really disappointed and wouldn’t use the company again. It’s clear the owner or company does not consider its guests.”

Helpful Report

Posted 6 years ago

Hi, Thank you for your review and I am sorry for the issues you encountered during your stay with us. I have had a look through your case and would like to put across our side of the story on this. I can see that you had issues with the unmanned gate that you were directed to on your arrival instructions, this was the first time we had ever been made aware of this but we have since updated the way we provide our directions to the resort to ensure this has not happened again so I thank you for raising this to us. Upon arrival, you reported that the door code was incorrect, unfortunately due to an administrative error, the door code on your reminder email was incorrect but the code in your official information pack was correct, I appreciate this is not ideal especially with young children and my colleague, Megan did apologise profusely to you regarding this. We have added an additional step to our procedures so this scenario cannot occur for future guests. Once you had checked into the property on 31st May, you reported there was a smell of Indian food in the condo. My colleague Megan advised you she would send around housekeeping to perform an additional clean which was completed on 1st June, the smell persisted and 2 inspectors visited the property that day and determined that the smell was in fact coming from a neighbouring property which as you can appreciate is out of anyone's control. You also reported that the toaster was broken on 1st June and this was replaced on the same day. Upon checking out on 7th June, you sent a follow up email reporting a number of issues including the missing dust pan, the dust in the bathrooms, the fly problem and the dishwasher, none of which were raised to the inspectors who visited on 1st June or to us hence we had no opportunity to rectify these issues at the time. I hope you can appreciate this is also very frustrating to us as I'm sure these things could have been so easily resolved had we been made aware. We do hope to be given the opportunity to welcome you back to one of our beautiful properties in the future. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 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.”

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Posted 6 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 6 years ago

“If I could give them negative stars... I would.”

Helpful Report

Posted 6 years ago

Hi, Thank you for your review. As this review is anonymous, I cannot investigate what happened with your booking. Feedback is so important to us as a company and I would be really grateful if you could please contact me directly with further information about what happened. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“RENTERS BEWARE! TOP VILLAS ARE SCAMMERS! In early January of 2018, I contacted The Top Villas agency concerning renting three apts for a family group vacation to Barbados. I spoke to an Oscar Perez, I informed Mr. Perez of our needs. I had contacted the firm a week earlier concerning the three rentals, but the rep never followed up. That should have been my first sign. After speaking with Mr. Perez, I was told that two of the three apts which had been available days before were now magically unavailable, but he could "do me the favor" of getting me into three of his other properties that were nearly double the cost of my selected rentals. I declined. I proceeded with the rental of the only rental that was now available, signed a contract with Top Villas for the apt, and made a 50% non-refundable down-payment towards the total of the apt. On March 20th, 2018, I contacted Mr. Perez to find out when my remaining balance would be due. It was at this point, for the first time, that Mr. Perez informed me that our reservation had allegedly been canceled. NOTE: WE RECEIVED NO NOTICE OR REFUND FROM MR. PEREZ OR TOP VILLAS IN RESPECT TO THEIR BREACH OF CONTRACT IN THE TWO MONTH SINCE SIGNING A BINDING AGREEMENT & MAKING A NON-REFUNDABLE DOWN PAYMENT. After contacting management at Top Villas, instead of honoring their agreement, once again, Mr. Perez tried to push me into another much more expensive or not of the same standard property while acknowledging they never sent me my funds back, since allegedly canceling with no notice two months earlier, and I quote, "We can find an alternative if you prefer since I have verified that we haven't reimbursed [you] on our accounting end. " - Mr. Perez Our family is now stranded with no suitable or cost comparable lodging options, as Barbados is a popular destination during this period, and all other comparable properties in the similar price range and location have already been rented for our dates or prices have been increased substantially. Upon doing some research, I have found out this is common practice by Top Vilas. There are numerous complaints online of guests booking with Top Villas, their reservation being cancelled by top villas for no cause, and top villas then trying to push them into a more expensive property. This is not the way you do business. If I had not contacted Mr. Perez and Top Villas to inquire about the payment date, we could have easily made the second payment via their site and arrived in another country with no knowledge that we had nowhere to stay. This has greatly affected our family and we now have no idea what we will do. PLEASE DO NOT GIVE TOP VILLAS YOUR BUSINESS. YOU WILL REGRET IT! I DO. PLEASE USE REPUTABLE VACATION RENTAL COMPANIES LIKE AIRBNB, HOMEAWAY, FLIPKEY, AND VRBO.”

Helpful Report

Posted 7 years ago

Hi Gardy, Thank you for your review. I would firstly like to apologise for what happened when you tried to book an apartment in Barbados through us, this has certainly fallen short of our usual high standards and we have since revised our internal procedures to ensure that this does not occur again with any future guests. I have taken a look into exactly what happened, and I can see that a booking was entered into our reservations system on 19th January 2018 for a stay in Barbados from 1st August 2018 to 7th August 2018. Unfortunately although the villa was showing as available when your sales agent Oscar entered your details into our system, the management company confirmed that there was in fact a booking already in place for those dates. An email was sent to you by Oscar on 23rd January 2018 advising you that the home was no longer available and how you would like to proceed. It looks like this email was missed and there was no further communication until March 20th 2018 when you chased regarding your final balance payment. This is a very unfortunate circumstance and it is very rare that this would have been missed by both our sales team and accounts team. Our standard procedure would have been to notify you immediately if the villa was unavailable, offer you a variety of alternative options at different price points and if these were not suitable then offer you a full refund immediately of your deposit. Unfortunately by the time that both parties realised this mistake had been made, there were a limited number of condos left for your dates, therefore Oscar offered you the condos that were still available which were more expensive than you had previously booked. I would like to stress that this is not a sales tactic, it was simply the only condos we had left in that region of Barbados and if we could have offered you options at lower price points then we certainly would have done this. You mention that you were disappointed that we did not honor our agreement, but I hope you understand that it is unique to our industry that unlike a hotel, we do not have 100 units of the same room available and if another guest has already booked a unit, it is not possible for us to move them out. The only thing we can do is try our very best to find alternative accommodation or process a full refund. If you would like to discuss this case any further, please do reach out to me. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“We were to arrive at Top Villas on 9/18/17, approximately one week after South Florida was hit by Hurricane Irma. As such, the supply of food, gas and water were very slim and close to none, forcing us to cancel our stay at Top Villas. Unlike many other companies, Top Villas refused to accommodate us after we were hit by Hurricane Irma. More specifically, they refused to refund our stay and did not allow for us to change our vacation dates to a later date. Furthermore, they also refused to provide us with a refund for our security deposit and cleaning fee, which was to be used for the cleaning of our Villa after the completion of our stay. They kicked us while we were down and completely took advantage of us in our time of need. I do not recommend a stay with Top Villas, as it is clear that they are solely in business to make a quick buck and do not care about customer service.”

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Posted 7 years ago

“They won't return our security deposit or cleaning fee although we never arrived due to a hurricane. They kept all the money, all 4K we paid. We got nothing, and they refused to change dates at all. Beware, this company just wants your money”

Helpful Report

Posted 7 years ago

Hi Anonymous, Thank you for your review. I believe you may be a colleague of Chantale whose review I have replied to further down on this forum. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“TERRIBLE experience, Stayed with family March of 2018 - TERRIBLE experience, we stayed in Emerald 84 - 8667 La Isle in Emerald Isle , list of issues below - called Top Villas 12 times never got a call back until after I returned home. Checked in on a friday did not get any response until late on the Monday from maintenance. Looked for only houses with hot tubs this house listed - only had spa never got hot. Very disappointed with house and even more disappointed with the lack of customer service and lack of concern. Air hockey table damaged - could not play - Pool table felt ripped up - could not play - Pool sticks are curved - could not play - Master carpet floor has staples sticking out - Washing machine was broken and only fixed one day prior to depaerture - Kitchen sink leaked - Pool not on for 4 days - even though we paid extra for the heat - Advertised as a hot tub, but it's a spa - I only searched for houses with hot tubs but was told by maintenance that it is not a hot tub - Heavy wooden valance fell into her grandsons crib - no injury - Blow dryer - that sparked and small flame”

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Posted 7 years ago

“Everyone at Encore Reunion was very helpful: the two women that greeted us and all of the staff in the welcome center and the guards at the front gates. The house was new and clean. It was #48 on your rentals listing. There a couple of things I'd like to bring to your attention. One of the dishwashers had a door that would not close all of the way and could not be used. One of the chairs at the dining room broke while being used... a leg fell off. The room above the garage had a broken shade on the window and could not close to block light from the street lamp. Lastly, there is no washer and dryer upstairs as we were told there was.”

Helpful Report

Posted 7 years ago

“I have most recently returned from a holiday with topvillas, in 325 Muirfield Loop Reunion resort Orlando, DON'T GO THERE. We had a disastrous holiday, with multiple extras paid for, at overpriced items, that didn't work, we experienced air conditioning/heating that didn't work, bearing in mind this £1.8 million pound villa supposed to have regular facility management, we had water pouring through ceilings, taking over 8 hours to get someone out, then having to move rooms as nothing could be done, pretty difficult with 3 babies. We contacted topvillas Orlando and UK, and NOBODY ever attended the villa. We had 2 ton of used garbage from previous residents left outside our drive for 4 days, with vermin and large buzzards scrounging from the food debri. we paid for the heated pool, that never worked, we have multiple photographs of moldy and ripped seat covers, stained settees, a fridge that leaked all over the glazed tiled floor in the large kitchen area, making this like an ice rink. My wife and myself caught chest infections after the temperature dropped to below freezing, with NO heating in the villa, and the owner not allowing the gas fires to be used, it was like a fridge, my wife then had a burst ear drum, causing an infection, due to the severe cold conditions in the villa. We were forced to eat-out, as the villa was to cold to stay-in for ourselves and the babies, we bought extra fleeces to wear in the villa, still NOBODY visited from topvillas, we paid for extra child seats and cots, charged to us by topvillas, only to find the owner has them there free of charge. The management company that did visit us, informed us that the owner was aware of maintenance items requiring attendance, yet the extortionate price we paid for the villa did not say anything. And now topvillas fail to return phone calls that they promised us, similar to another of your holiday makers comments, topvillas blame the maintenance company !!, yet our agreement was with them, they do not want to acknowledge that they sold us the holiday from hell, and are running away from their responsibilities, again similar comments seem to appear on trip advisor. I will inform the resort owner of how customers are being treated on this resort, as this will surely effect revenue and visitors, going to such a poorly run resort. I would advise to avoid using topvillas, as they are not an honourable company, with no orals or ethics for treating customers fairly. Regards Mark Powell”

Helpful Report

Posted 7 years ago

“Despite not having power to the County we were departing from, or the greater Orlando area, due to HURRICANE IRMA, I was not permitted to reschedule my trip unless it was during the week (the original reservation was on the weekend, when we don't work), and for a period where the power, gas, grocery and road closures could not be verified. IRMA hit on Sept 11, I was to check in on Sept 18, I was happy to pay for another date, but despite a massive storm, TOP VILLAS did not allow any changes, nor could they even verify power to the unit. They would not even refund the cleaning fee although we did not even enter the unit that would need to be cleaned.”

Helpful Report

Posted 7 years ago

Hi Chantale, Thank you for your review. I am very sorry that your holiday was impacted by Hurricane Irma which resulted in you not being able to make the drive to Orlando the following week. We take guest feedback very seriously and I have now had time to fully investigate what happened with your booking with us and would like to clarify the order of events. I would like to point out that it is entirely at the homeowners discretion whether they grant a full refund when the guest is in breach of the homeowners cancellation policy. You informed us on 11th September 2017, 3 days prior to your check-in date of 14th September 2017 that you would no longer be able to make your trip and that you were requesting a full refund. Unfortunately, on this occasion the homeowner was unable to provide you with a full refund but did offer you alternative dates that you could stay at the property as a gesture of goodwill which you declined. You were advised by us to claim back any lost monies from your travel insurance provider. Your original stay was from 14th September 2017 to 18th September 2017 and your security deposit was refunded back to you on 26th September 2017. Whilst talks were ongoing attempting to rearrange your dates (and therefore under the assumption that you would be rescheduling and not requesting a refund), you filed 2 chargebacks against us with American Express on 29th September 2017 and 15th December 2017 for the full amount of your stay including the security deposit, cleaning fee and villa damage insurance. On 3rd February 2018 American Express ruled in our favour and decided that no chargeback was warranted. On February 20th 2018, another chargeback was filed with American Express for the cleaning fee of $425 and the Villa Damage Insurance of $195, we agreed this refund with the homeowner and advised American Express to refund this to you. On March 2nd American Express confirmed that they had processed this refund and the chargeback was closed. I would like to point out that this would have been refunded to you back in September 2017 had we known that you no longer wished to reschedule your trip. On top of this, it is not advised by American Express to process refunds to guests who have an open chargeback dispute. I would like to stress that the above information is based on actual correspondence we have had between Top Villas, yourself, the homeowner and American Express. I would appreciate it if you could communicate this to your fellow friends and work colleagues who have also felt the need to express their dissatisfaction with our company on this review platform based solely on factually incorrect information that you have provided to them. As per our CEO's personal email to you prior to you posting this review, we would love the opportunity to welcome you back to Orlando in 2018 and beyond and will do our very best to offset any financial losses that you incurred last year. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“We just got back from a beautiful vacation. We stayed in reunion resort number one. Everything was so beautiful they were plenty of toilet paper paper towels garbage liners so shampoo anything that you could need one coming on vacation. The manager was very helpful. The entire home and pool area were absolutely spotless. We enjoyed the private movie theater immensely. The kitchen area was huge with anything you could possibly need. All the bedrooms were beautiful and the bedding was very very comfortable. I came down with my six married Daughter’s for a girls only vacation. We had a blast. This is definitely a home I would recommend to anyone and everyone.”

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Posted 7 years ago

“Sadly I have to echo what another reviewer said. We are traveling with a party of 10 over Spring Break, 2017. We reserved a villa (Reunion Resort 6000) in May, 2016; 11 months ahead of time. Our deposit was accepted. We called to see if we couldn't stay 1-2 days longer and were told owner said only if paid a higher daily rate for additional days. They charged us only $1,000 a night when they should've charged $1,200. No big deal, so we just stayed with original dates. In December, we asked for and received two separate links to make the final payment which was due the 2nd week of January and also received 3 additional e-mails the last couple weeks of December reminding us to make the final payment. On December 31st, we receive an e-mail from Ricardo telling us the owner double booked the property and we'd need to find somewhere else to stay. He then provides us with a link to all available rentals on January 1st (about 25). He then e-mails me back on the 5th to tell me that almost all are unavailable except for three that would be between $4k-$8k more. Unreal!”

Top Villas 1 star review on 10th January 2018

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Posted 7 years ago

“Roaches roaches roaches. Our villa was inhabited by hundreds and hundreds of roaches. We paid $18,000 for a week for one of the most disgusting villas on the planet. Worst customer service!”

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Posted 7 years ago

“DO NOT BOOK WITH TOP VILLAS. WE HAVE HAD THE WORST SERVICE FROM THIS COMPANY. WORST VILLA IN ORLANDO. VERY POORLY MAINTAINED. WE PAID FOR POOL HEATING AND DID NOT RECEIVE THIS. WE HAVE BEEN FIGHTING FOR A REFUND FOR 9 MONTHS, AND NOW HAVE TO USE SOLICITORS TO FIGHT THEM. WE VISIT ORLANDO EACH YEAR WITH MY HUSBANDS JOB FOR UP TO 3 MONTHS AT A TIME. ALL THE OTHER COMPANIES RE REUNION VACATIONS HAS BEEN GREAT.”

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Posted 7 years ago

Hi, Thank you for your review. I have had a look through our correspondence and I understand you had an issue with the pool heating for the first part of your stay. A partial refund was agreed but we had some trouble refunding this to your international bank accounts hence the delay, this was communicated to you multiple times and alternative methods of processing the refund were offered. The refund was processed in December. I do apologise for any inconvenience caused by this. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“We stayed at 106 reunion resort. The house is beautiful. We went to universal for 4 days prior to our stay at the villa. The villa was the best part of our vacation. It was so relaxing. I would like to return in the future for another stay. This place was so hard to leave. We didn't want to go home. misty”

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Posted 7 years ago

“Promises were made that were not kept. They do not even have a formal contract just a Terms and Conditions that is signed and half of what they promise is not on there. When you speak to them, they do NOTHING to resolve the situation. They promise "complete access" to waterparks in Reunions Resorts but what they mean but that is "access" with "an additional fee" to use the parks. Very misleading. Would NEVER recommend using them! Even managers do NOTHING!!!”

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Posted 7 years ago

Hi GD, Thank you for your review. I understand from looking into the correspondence between us that you were disappointed that there was a charge associated with the water park at Reunion Resort and I am sorry that this was not explained to you at the time of booking, we endeavour to provide as much information as possible to our guests and it seems we let you down on this occasion. For future reference, all guests staying in Reunion Resort must register for resort membership which incurs a $25 fee per day for up to 8 guests and there is also a fee payable on arrival at the water park ($18 per adult and $12 per child). Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 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.”

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Posted 7 years ago

“This was my third house rental at Reunion Resort through Top Villas Ltd. Previous rentals included resort #112 (2014) and #265 (2015). This past July we rented resort #150 for seven adults and five children ages 11 months to 9 years old. Below is a list of issues we had with the house. Note that the cinema room and pool alarm were not fixed during our stay despite several attempts by management. -No TV (large projection TV) in cinema room entire week -Inoperable pool alarm entire week (violation of Florida statute 515.27) -Mold in shower (picture attached – 11 month old grandson has to bathe in the sink) -Top Villa house ad inaccurate -Bent frying pan -Garbage in cinema room -Overall house cleanliness was poor (dusty, hair in two showers, etc.) Top Villas assumed no responsibility in this matter. While it is true, that except for the advertisement being inaccurate, the other issues were the fault of Reunion Resort, Top Villa is the broker to whom we pay the rental fee. They must use their leverage with Reunion if properties are not being maintained properly. Top Villa should have taken immediate action by offering compensation to the customer and then remedy the issues with Reunion; however, they choose to insinuate we ‘might’ have unplugged the pool alarm and dragged out their investigation over 2+ weeks to finally offer a 10% discount on a future rental (actually 5% considering repeat customers can already get 5%). My wife and I in all our travels have never experienced these types of shortcomings in our lodging, and worse, the lack of customer support. My wife who has worked in the hotel industry for over 25 years is appalled by all of this, especially Top Villas unwillingness to do the right thing. We did not leave with "great memories" of this house or Top Villa. We are your customer not Reunion management company, to offer 10% discount is insulting considering all these issues combined. I recommend not doing business with Top Villa, Ltd.”

Helpful Report

Posted 7 years ago

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

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