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

“We have been traveling to Florida for the past 25 years and this year has been the first year we haven’t visited Florida. We reserved a home with Top Villas in June for $1600. We received a message from Ricardo that the home we reserved would be occupied by the homeowners so we were offered another home at a higher price. This should have alerted me to just cancel but in good faith I chose another home that we weren’t particularly happy with but I chose a home after we received several emails from Ricardo asking what had we decided. During this time we saw the numbers of Covid increasing in Florida and our state, South Carolina. We were told we would have to quarantine for 14 days if we left and I knew that would not be possible being that I am a teacher and I was informed that we would be returning back to work before my quarantined time would be over. When I reached out to Ricardo asking for a refund I was told no. I don’t understand why or how we weren’t given anything back after I explained the situation plus the first home that we originally booked was not available and we were put in another home a few days before our arrival date. I will never do business with Top Villas. We are out of hard earned money and I would think that companies would be more understanding during this difficult economic crisis.”

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Posted 4 years ago

“If I could give a ZERO STAR to Top Villas company, I would. Given the current pandemic (COVID-19) situation Top Villas, a vacation home company based out of Davenport Florida (address is listed below) refuses to work with us as their clients who have been affected by COVID-19. We contacted Top Villas and spoke with Supervisor Leeza Medinilla, on April 6, 2020 and again on April 9, 2020. We also spoke with Manager Tom Scott on April 14th at 11:25 am, asking for them to work with us due to the fact that we were renting in the midst of a pandemic. We requested for Top Villas to offer us the discount they implemented in March (due to COVID-19) which was when we paid our deposit for the two homes we were planning to rent; they DENIED us. We also asked for an extension for the total amount due on our rented homes which is on April 20, 2020, for it to be extended to May 31, 2020, unfortunately, Top Villas DENY us again. The actions of Top Villas are heartless, uncaring, ruthless, and cruel considering this humongous pandemic that we are all facing. Moreover, if we cannot pay the FULL amount by the due date, guest what? We lose our deposits of approximately $1800. Due to the fact that all of us are going through this awful killing pandemic which is an abnormality each of us need to have compassion one for another and work with each other. We weren't trying to get out of it; all we wanted was a sincere helping hand due to us as clients losing our jobs because of business having to close their doors to protect others during COVID-19. None of us have been here before and we are threading on new territory so companies who are solely support by customers should be lenient during this time, Top Villas should not be in business due to the fact they are not sympathetic to a worldwide pandemic, does not support the community and or clients during this unforeseen catastrophic occurrence and have TERRIBLE CUSTOMER SERVICE! p.s. Eloise Benjamin was the client; she is my sister.”

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Posted 5 years ago

“The house we rented in Orlando was mostly good, except that the pool heating (which you have to pay for separately (and we paid)) didn't work. We called 4 straight days to ask to have the management company come out to fix it but they never did. We were promised call backs each time, but never received any updates or call backs. In addition, the tank for the gas grill was empty so we had to run out and buy our own refill. Also, there were supposed to be welcome packs with things like starter kits for the dishwasher and the laundry as well as soap and shampoo for each of the bathrooms. None of that was there. Also, the house we rented had an entertainment game room but two of the games were broken so we couldn't use them even though we paid for them. Top Villas is hiding behind the property manager and initially we were told that Top Villas couldn't do anything except call the property manager about the pool heating. They have also said that they are limited in what compensation they can offer to whatever the property manager is offering them. That simply can't be true. They offered to refund the cost of the pool heating (we are obviously owed that) and have also offered a small token refund on top of that. The house we rented was not inexpensive and when you add up the pool not being usable for 5 days, the lack of promised amenities and the other problems with the house, their offer is really pretty small (although they have argued it is a larger percentage of the "rental cost" which doesn't include items like cleaning fees, other charges and taxes (really, isn't all of that money out of my pocket?). It is really disappointing that they aren't willing to take responsibility for these issues. What could have been a great experience is turning out to be a lesson about not renting through Top Villas again.”

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Posted 5 years ago

“We stayed at a property in Reunion and had a very bad experience. Firstly, they were 6 hours late in having the property ready from our organised check in time, the Air Con wasn’t working properly, the house was dirty on arrival, the pool was dirty, it was lacking in basic utensils and a lot of the things in the house didn’t work. They weren’t responsive in fixing the problems and even took them 3 days to get the AC and internet working – they even knew they weren’t working before we checked in. Not a company I would recommend you stay with as they have the real potential to ruin your vacation – as they did with ours.”

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Posted 5 years ago

Hi Grace, Thank you for taking the time to leave your review. I note you were staying in the same property as Richard Schwartz who posted a 1-star review a couple of days before your review. I have posted a detailed response to Richard's review below which has addressed your points. I do hope you will give us another opportunity to welcome you to one of our beautiful homes and ensure you have a great experience. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“We had a very poor experience with Top Villas (TV) in renting an Elite Property in Reunion. To be even handed and fair in my review, all the problems didn't rest with Top Villas - it was more with the management agent of the property (Magical Vacation Homes) - but I will criticise them for who they Partner with and in turn exposed us too. To explain something I didn't realise at the time of booking, when you make a booking with TV they are acting as an agent for another rental firm - so they take their commission and pass on the rest of your money to agent who manages the property, which in our case was Magical Vacation Homes in Davenport. I only found this out a week before we were due to arrive at the property (TV Reference Reunion Resort 454) when the Info Pack arrived letting us know who to contact if there were any problems. Which in our case was unfortunately Magical Vacation Homes (MVH) - when checking their website I sourced the same property (under reference RVH228) and the property for the same dates was a £1,000 cheaper on the MVH site - so I guess the difference is TV commission. But TV have the better website and marketing of their site. TV got our trip of to bad start by organising an early check in at 1pm, but forgot to impart this information MVH. So when we turned up the house hadn't been cleaned from the previous tenant stay and as you can imagine it was in a complete mess and not how you want your first impression of your vacation home to be. Thereafter things went from bad to worse, culminating in a terrible stay in the property and there was nothing TV could do to assist us with our problems - we were at the mercy of MVH. We have left a suitably poor review of MVH, but this poor review of TV is to highlight that whilst they are responsive to emails and phone calls (unlike MVH) they are ineffective in helping you with any problems. To the extent, I got the impression that MVH were even less helpful with TV's involvement - maybe because they took the booking? Who Knows. So in summary - our holiday was ruined because of who TV have partnered up with and not being upfront about who the managing agent is. If I knew I was renting from MVH at outset, after reading their reviews (and paying people to keep quiet) I would not have rented the property. *****update after posting this******** We received the following reply from MVH: 'As you booked directly through Top Villas, we are the Property Manager, where Top Villas would handle your concerns and act as the liaison between yourselves and ourselves'. But unfortunately neither addressed our concerns and it appear they both employ the blame game.”

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Posted 5 years ago

Hi Richard, Thank you for taking the time to leave your review. When you make a booking through Top Villas, we want nothing more than our guests to have the most wonderful time while staying in one of our properties and we work very hard as a company to provide exceptional service and a quality product to deliver this. I am sorry that on this occasion we were unable to live up to our high expectations. Regarding the price you paid for the property, Top Villas pride ourselves on being able to offer the best possible rates on our homes and always maintain price parity with our local property managers hence the statement you have made is not correct. It may be that you were looking at the incorrect season (low season rates are always less than peak season) or were referencing a last-minute discount which many homeowners offer to fill gaps in their calendars when the stay is within the next 2 weeks. As you booked your stay in May for a stay in July, a last-minute discount would not have been applicable though I do note you received a 15% summer deal discount at the time of booking. I would also like to sincerely apologise for the mix-up with the early check-in. There is typically a half nightly rate charge for being able to access the property at 1pm (the standard check-in time is 4pm and the charge is typically to cover the cost of employing additional cleaners to ensure the property is ready in time) and on this occasion my colleague Katie extended this benefit to you complimentary. Unfortunately, this was not confirmed with the local property manager hence they were unaware that they would need to schedule additional cleaners to turn the property around in time, on top of this the previous guests refused to vacate the property until after 11am (the standard check-out time is 10am) which unfortunately created a perfect storm on the build-up to your arrival. When you and your family arrived at the home at 1pm, the cleaning team (without the additional cleaners they needed) had only had 2 hours to clean a 9-bedroom, 9-bathroom, 5,500 sq ft home hence the poor condition that you found the home in upon your arrival. As soon as we were notified of this mix-up we did explain how this occurred and apologised profusely. You have also mentioned in your review about the poor experience you had with our local property manager. I have taken a look back through all the correspondence and can see that as soon as you raised any issues to us throughout your stay, these were immediately escalated to them and they were able to address all of your concerns in a reasonable time frame. Whilst it is unfortunate that these issues occurred in the first place, we do need to give the local property manager the opportunity to put things right. I do sincerely hope that you will give us another opportunity in the future to welcome you back to one of our beautiful homes and show you what a great experience we can offer. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 5 years ago

“Pool remained dirty for the entire trip. Alarm on patio door went on intermittently Fridge leaked Patio ice machine did not work Home was not very well maintained. Voice concerns and nothing has happened. That was 30 days ago. Poor experience.”

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Posted 6 years ago

Hello, Thank you for your review. We are truly sorry to hear that your experience was less than perfect with us. Having checked our inboxes it seems we did not receive any correspondence with you during your stay regarding these issues. Had we known about the fridge leaking and the patio ice machine not working we would have called on maintenance to rectify this for you as quickly as possible. Once again I apologise that you encountered some issues during your stay. And I have emailed you privately to see how we can make this right for you. I look forward to hearing from you. Kind regards, Katie Plummer Guest Experience Specialist

Posted 6 years ago

“Our house was fine other then some cosmetic issues and lack of upkeep (BBQ was so rusted it wouldn't light and was unusable/broken spindling on an upstairs patio etc..). Our experience with Top Villas was less then satisfactory however. We booked our place according to their interactive map on their website and found out only days before our vacation that the map was mislabeled and our actual rental was not even in the same resort but at a different one 10 miles away. There was also no introductory DVD or binder at our property so we were unsure of many things including which of the community pools we were able to use. I also found that the fees and extras added up to quite a bit compared to the price per night quoted. The pool was also much smaller then the website picture led us to believe but that in itself was not that big of a negative. We also paid $25 USD a day to heat our pool and realized that on our next to last day the guy that came to maintain the pool finally turned on the heat because the first 7 days te pool was barely tolerable for the kids and the adults didn't use it because it was so cold. Overall I probably wouldn't go with Top Villas when we book our next vacation due to our experience this time.”

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Posted 6 years ago

Hi Shawn, Thank you for your review. I am so disappointed to hear of your less than satisfactory experience staying in one of our homes and I do apologise for the issues with the location being incorrect, this has now been updated on our website as well as the issue with the rusty BBQ and the outdoor staircase. With regards to our pricing structure, we, along with the majority of property managers and booking agents in the area like to be as transparent as possible when it comes to pricing therefore we split out the various fees so our guests can see exactly what they are paying for. With regards to the issue with the pool heating, I have checked through our inboxes and cannot see any correspondence from you during your stay. Had we known that the pool was very cold throughout your stay we would have investigated immediately and processed a refund for any days you were without this amenity. We would certainly not expect any of our guests to pay $25 a day for a service that they did not receive. I have sent across a personal email to you so we can get this refunded for you. I look forward to speaking with you further on this. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

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

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Posted 7 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.”

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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”

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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

“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 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.”

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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

“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

“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

“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 7 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!”

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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