Top Villas Reviews

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

3.4 Rating 272 Reviews

61 %

of reviewers recommend Top Villas

Company Reviews

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Metrics

3.4

Based on 272 reviews

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

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Phone:

01227 250053

Email:

info@thetopvillas.com

Location:

Innovation House Innovation Way Discovery Park
Sandwich
CT13 9FF

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Top Villas 1 star review on 26th April 2023

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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!”

Helpful Report

Posted 7 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 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!”

Helpful Report

Posted 8 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 6 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.”

Helpful Report

Posted 8 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 8 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 6 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.”

Helpful Report

Posted 8 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.”

Helpful Report

Posted 8 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 6 years ago

“I would not use top villas again. Our accommodation was not the standard we expected with a name like 'Top Villas' . We asked for a baby cot which was not there when we arrived, my 1 year old grand daughter had to sleep on a mattress on the floor for 2 days before we eventually had one delivered after numerous phone calls. The bedroom windows of our villa had green algae growing so consequently we didn't open the curtains. The barbecue area had a burnt out barbecue which was eventually removed. The ceiling of the porch was in a bad state and wasps were present indicating a nest. The villa itself could have been lovely if it had been looked after properly, but was tired looking and definitely not worth the money we paid.”

Helpful Report

Posted 8 years ago

“Dreadful. Awful. Disgraceful. Shocking. Just a few of the words that come to mind describing Top Villas. Reunion resort it's self where we stayed was very nice and I would definitely recommend it to anyone. However if you do wish to stay at reunion resort DO NOT book through Top villas they are terrible, borderline criminals. Two days before I was due to arrive in Orlando I found out that top villas had double booked my accommodation and I was left to find my own replacement. Top villas did not contact me to tell me so had I not called up myself I would have arrived in Orlando to find out I was to be homeless for three weeks. There were many many more issues we experienced with top villas that I just don't have the energy to keep writing about. The overall service of this cowboy management company is disgusting, they couldn't care less about you as a customer once they get your money. I have tried to post a review on the Top Villas website more than ten times and that do not put it up. Which tells you the reviews are not accurate or genuine and that they pick and choose what you see. NO TRANSPARENCY & NO CLASS.”

Helpful Report

Posted 9 years ago

“We stayed at reunion resort for 10 nights and it was our first time visiting Orlando and not staying on Disney property in a Disney hotel. After this experience I do not know if I ever would choose to stay off Disney property again. To be honest and fair Reunion Resort was beautiful and great value and much cheaper than staying at a Disney hotel, while still having all the luxuries. However Top Villas are an absolute nightmare and disgrace. I would strongly recommend staying well away from booking through this company. They are unprofessional, unhelpful and just all round terrible. Once they get your money they are done with you and are unwilling to help you. I booked through Top Villas two weeks before my holiday and found a lovely villa in a different resort, Windsor Hills resort I had made the payment and received all the confirmation emails. I then tried to contact Top Villas to find out the address so I could book a transfer from the airport with them. Upon my fith or sixth phone call I was told someone would call me back and let me know. This was now two days before we were due to depart and the lady I was dealing with from Top villas told me there had been an issue with my booking (that I had made well over a week ago) but she would look in to it and call me to let me know. To my absolute shock I woke up the next day to an email from her saying that unfortunately the villa was now unavailable and to let her know how to refund my money and that's it. I couldn't believe it I was due to arrive in Orlando the next day and now had no where to sleep, virtually homeless and that was her response. She didn't try and help me find somewhere else to stay or offer an explanation nothing. I then called up Top Villas and conveniently this lady was on lunch and unavailable. The lady I was now speaking to was stunned at the service I had received and was very apologetic and acknowledged this was unacceptable. She continued to help me find somewhere else to stay, which ended up being Reunion Resort. To speed this review up as I really could go in to every detail of everything that went wrong but I won't. The transfers we booked through Top Villas turned out to be an absolute disaster as we weren't told anything about where to go and where the driver would be waiting and had no contact number, this meant we were standing around at arrivals for two hours. Neither I nor the driver were very happy. I should have known this was just going to be the start of what was to come. We also had issues at customs as we were not given the address of where we were staying so the very strict U.S customs were not happy to let us through which meant they grilled us for almost an hour before letting us go through. Once we arrived there was no welcome folder or anything with information about the condo, emergency contact numbers, what to do if something wasn't working, rubbish day absolutely nothing. Of course we did have problems and didn't know what to do or who to call, when we tried calling Top Villas the common theme of reaching their overflow centre who actually couldn't help you but just take a message and arrange for someone to call you back. So with the hot water not working they assigned the call back as urgent. My idea of urgent must have been completely different as two days went by and I hadn't received any contact. This was a very common theme. We had issues with the TV and certain channels not working which was very frustrating, we also encountered issues with the water park tickets we were told about and left very embarrassed. When you go in holiday and a holiday that costs so much money, you do not expect to have to deal with all this stress and headache. One of the fundamental reasons we chose Top Villas was because we thought because they were high end it would be less headache and easier to deal with. How wrong we were. Lastly we had an appointment with a few members of staff from Reunion Resort wedding team as we were going to be getting married there. When we told them some of the experiences we had experienced, they asked who we had booked through and the response we got was amazing but not very surprising; all the Reunion staff basically just said they were not surprised they get these type of complaints often and this was a common occurrence and if we could help it never book through Top Villas again because they are terrible. So in conclusion would I stay at reunion again most definitely in fact we will probably be revisiting there very soon. Would I stay at this same condo again, I certainly would on ONE CONDITION it was no longer managed by Top Villas. Overall we loved the condo, but after this experience I would never use Top Villas ever again and will be telling all my friends, family and staff to never use them either. They ruined my holiday and don't let them ruin yours too.”

Helpful Report

Posted 9 years ago

“Stayed at Reunion Resort 60 in April for 7 nights - great Villa but really sub standard interior / fixtures / fittings / white goods etc. Wrote a review stating all the faults and it didnt get posted onto the website. They obviously pick and choose what people see.”

Helpful Report

Posted 9 years ago

“TopVillas advised me a week before my holiday to Orlando that they had double booked my 4 bed pool villa. As alternative offered me a condo for the 1st week then a move to a well below booked standard villa for the 2nd week, at no extra charge! I refused so ended up paying them an extortionate amount extra for the only other villa they had, only to arrive and find it was un finished. No curtains or blinds, minimal furniture and building site right next door. Their response was 10 % discount on next years holiday, proving without doubt they really couldn't care less !”

Helpful Report

Posted 10 years ago

Top Villas is rated 3.4 based on 272 reviews