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

“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 6 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 5 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 6 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.”

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Posted 6 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”

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Posted 6 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 6 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 5 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 6 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 6 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 6 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 6 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 5 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 6 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!!!”

Helpful Report

Posted 6 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 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.”

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Posted 6 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.”

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Posted 6 years ago

“WARNING Do Not rent from Top Villas or Reunion Resorts they are crooked. I rented Reunion Resorts house # (594) RVH-365 Address:7443 Gathering Court Kissimmee Florida from July 27th to July 31st. This how was a complete disaster before day 1 began. First of all a day before I was told by my booking agent Daniel Shiling at Top Villas that I would be able to definitely get an early Check in time since I told him that I would be having a BBQ on Sunday and needed to go shopping for the home. I was beyond excited about the rental since this was my very first time ever and waa looking forward to enjoying my stay. So my problems began the minute I stepped off the plane. I called to find out if the house was ready for early Check in and to my surprise it wouldn't be. I asked why? And I was told that the people that had been staying there a few days before had extended their stay, so no early Check in. So I actually arrived a day before and went to the property to browse the neighborhood and house to find the property vacant. So I called Top Villas to inform them of this and they told me that the computer showed it being occupied but clearly it wasn't true after driving around about 3 times that day. I informed Daniel Shiling and he claimed that he was going to reach out to the management company All-star. After getting back to me he informed me that they were giving him a difficult time and that he would call me back. He never did. So I called again the Check in again to see if I would have any luck and not surprised at this point Daniel still had no answers. Now I'm calling Reunion All-star and Top Villas with no luck. So I was basically stranded from my 11am checkout from my hotel until 4pm. At this point I was extremely upset. I finally get to the home at 4pm to find my guests already in the house. How is this possible when i was the one with the door access code. Well apparently someone working on the house let them in without checking their credentials of who they were. I was pissed because how do you let some random people in the house that is not the renter. Now how about if that was a random stranger that could have hidden somewhere in the home to harm us or something. Beyond scary! No one was there to greet us or even show us how to operate items in the house such as the speaker system TV's movie room etc.. We couldn't use the house speaker system because it didn't work. Everything started going wrong immediately upon entering. For example the A.C wasn't getting cool/cold. A.C upstairs wasn't working at all. People were forced to sleep downstairs in the living room on air mattress because it was extremely hot for a young baby 4 month old and a person that has Asthma these are unhealthy conditions to endure. I was pissed at the fact that they were forced to sleep on air mattress's after clearly paying for a bedroom in a 9 bedroom house. I called to complain and I received no resolution my entire stay. We were forced to live in this horrendous condition. Had to have fans running to stay cool in 90 to 100 degree temps in Sunny Florida. Deadly for older adults and small children residing in the home. A few of my guests were forced to leave due to the conditions. As soon as I walked in I noticed that the WIFI was not working so I called Top Villas then I called Reunion and was on the phone with them for 1 and a half hour with no resolution. I was told that they would send someone tomorrow. My sister had a term paper due that day and due to this issue she wasnt able to get her work to her professor on time. They sent someone two days later, when the guy came he wasn't able to fix the problem and said that someone from the company would come on the third day to fix the problem. That first day we tried to watch television and to our surprise the TV'S work with the internet so we had no way of even watching TV in the house for 3 whole days. Crazy! That same first day I went shopping and bought $2000 worth of grocery for my BBQ and household. So after not getting early Check in I didn't get back to the house from shopping until 9pm. We got back and was told that the subzero refrigerator/freezer wasn't working or wasn't keeping the food cold. So I called to complain about that and was told that they would send someone to fix it but of course again never happened our entire stay. I was beyond pissed at this point. No call back from these people absolutely no concern whatsoever. My dream family vacation was a now horror story. Trying to make the best of the situation I tried to have a stress free stay but now the downstairs bathroom was not working either. At this point shaking my head in misery. That night trying to make the best of my trip I go to take a shower and see a huge rodent (roach) crawling in the shower i started screaming not knowing if it would fly out at me. I then called again to complain but apparently no one is available on the weekends according to the representative. At that time I started giving the rundown ofc all my complaints and No resolution and when I mentioned not getting early Check in I was told that it was because they had overbooked accidentally and that no one was in the house before my Check in meanwhile I was told otherwise. At this point all of this is seeming like shady business. These people have me calling all these different numbers for assistance and it was a complete waste of my time. I'm so upset. Also Sunday was my BBQ and again to my surprise the grill wasn't working fully. It cooked on only one side. The flames on the other side wouldn't come on at all. Again I called to complain to David and was told that he would pass the message along. Which unsurprisingly didnt suprise me. These people have horrible customer service skills. That was my last full day at the house and the only thing fixed at this point was the internet. I basically spent my entire vacation being stressed trying to contact them and please my guest. No kinda vacation actually. Why would someone want to rent any property with all these issues im puzzled. Then i spoke with Emily at Top Villas she is the guest relations manager to voice my concerns and she had no sympathy at all for My situation. She had the nerve to tell me that it is not their responsibility that the refrigerator and outdoor kitchen grill was not their problem but the owner of the house. Really who rents a house with all these problems and not be upset and request a refund??? Well I am in the process of a lawsuit. These people are professional crooks. My horror story is still going on because they refuse to call me back and answer or calls. All of a sudden everyone is on vacation at the same time. Funny how that works. No trouble taking my money but hearing my issues is no concern because they already got paid. Same on all these people responsible at Top Villas @TomManning Director at Topvillas @TomScott Assistant Director at Top Villas @Emily Guest Relations Manager at Top Villas and last but not least another rude careless individual James Operations Manager at Reunion Resort. Don't trust these useless uncaring individuals. Don't waste your hard earned money on their crappy property. They don't even deserve a 1 star rating. Thanks!”

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Posted 6 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.”

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Posted 7 years ago

“We have booked a few villas with top villas. There has been something wrong every time. The last being the worst, dirty, unsafe, electric points hanging from walls, stairs unsafe, dirty toilets, pool furniture broken & dirty, the whole villa was discusting. The staff in no way assisted to put it right, I spoke to a girl called Hannah who was basically useless. I will never book with them again, once they have your money they lose interest.....don't believe the photographs, they are not a true likeness. The management company....Jeeves I believe are downright rude!”

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Posted 7 years ago

Hi, Thank you for your review. As you have posted as Anonymous I am unable to investigate fully what happened when you stayed in one of our homes. Should you wish to provide any further information so I can investigate fully, please do contact me directly. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“When setting the rental up in Cape Coral, Fl all is well and even up until the time we arrived at our rental property. The "Villa" was very disappointing to say the least. We had to deal with a local management company not someone from Top Villa. That was just one other company to deal with. On Top Villas website they say the inspect every villa, this one must hav gotten skipped. The list is long so I will point out only a few. No wash clothes in house but two, this house will sleep 8. Bath towels were minimal and not in best of shape once we found them, there was six of us in this home for five weeks. It stated it had TV in each bedroom a king bed in a bedroom that ended up being a queen. We choose certain rentals for those two things. Light bulbs were burned out in many rooms (about 8 or so total). The management company did bring new towels, wash clothes and light bulbs. They just dropped off the bulbs for us the renters to put in. Not that it is a problem to screw in a bulb other than high ceilings that required us to go into the garage to get the tallest ladder they had to install our light bulbs. Thank goodness some of us could still climb a ladder. The ceiling fans worked, however some you could not change the fan speed or turn on the light to it because you could not reach the pull chain. Pool spa, would run for three hours automatically after the pool turned off fir the day. I would like to mention that beings we are being charged extra for electric it would be nice if that was fixed. Furniture, some of the most uncomfortable that I have experienced. We rent every year in this area and have sat on all types of furniture both for out side and in the home. This could really be a nice place to rent. There are certain things that need to be addressed on a regular basis, linens, light bulbs and mechanical of appliances. I would like some compensation for the cost of their spa tub running every day for three hours. We did tell the management company about it, so hopefully the owner will be notified of that situation and a few others that we told them about, such as a somewhat slow drain in a bathroom sink, a bug making saw dust out of a cabinet and things freezing the refrigerator. We hope the owner will address these issues.”

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Posted 7 years ago

“I had spoke with Ricardo, Roberto and Dan. They all suck and are incompetent. They did nothing but waste my time. I wanted to book a certain villa that suited all my needs. But Roberto stated that I should not rent that villa, because they have had issues with management over the holidays and that he would find me something better. Well what he found did not meet my needs but was also more expansive then what I would have paid. which means not only more money from me, but more commission for him. I waited over another two weeks for and this company to find me something else. But all they did was waste my time, so I just booked the first villa that I wanted in the first place. I put down a deposit and the next day I got an email saying I needed to pay the rest in 24 hours, I wrote a check ready to go out the next day only to receive another email telling me my rental agreement was canceled. When I asked why they told me the owner needed the house for those dates. which I found out was another lie. They had rented the villa for a much higher rate then what I had booked it for. That to me it nothing but bull****. PLEASE DO NOT BOOK WITH THIS COMPANY THEY WILL WASTE YOUR TIME AND YOUR MONEY.”

Helpful Report

Posted 7 years ago

Hi, Thank you for your review. Unfortunately due to this being anonymous I am unable to investigate exactly what happened here. Due to the nature of our industry, we are heavily reliant on homeowners providing up-to-date availability and it seems on this occasion there was a mismatch between what was displaying on Top Villas and what the homeowner actually had available, this is very rare and in these instances we endeavour to do all we can to provide a suitable alternative or provide a full refund. I am very sorry for any inconvenience caused by this. If you would like to provide any further details regarding your experience, I would be happy to investigate this matter fully. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“We rented 139, SW 51st Street, Cape Coral from 11-18-16 to 11-28-16. The property manager, Ralph, did a very poor job. He did not answer the first 4 phone calls to check us in and 2 1/2 days later just showed up unannounced. The property itself was very good. Make sure you know the sun does not shine on the pool area all day this time of year. You have to pay for all of the utilities and we were charged an additional $341.00 when we left. Also had other bogus charges for $235.00. Not a good rental with hidden charges. Very poor communication on details. The patio furniture was unusable because they were old and rotten. One shower was broken and we could not use it for 4 days. Please be careful when renting in Cape Coral. The extra charges they add will cost you dearly. Not a happy camper.”

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Posted 7 years ago

“Top villa while on vacation charged extra unauthorized charges. And never attempted to resolve issues till we got bank and better business Bureau involved.”

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Posted 7 years ago

Hi, Thank you for your review. I have had a look into your case and see that your dispute was resolved with us amicably in 2016. The unauthorised charges you refer to was a $29 international processing fee that was charged to you by your bank. 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

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