One Vacation Home inc — Attraction in Orlando

We have rented homes at the Oasis of Champion's Gate several times, from several rental/management companies. Please know that this home was solid. The layout was great, the proximity to the clubhouse was great. There were some logistics however that could most certainly be improved upon. Our rental home was for 12 people and it was advertised as being family friendly. The price we paid was great - but that is not what is now being offered. I am not sure I would pay what they are asking now, unless some updates were made.

Overall House Information: I have never shown up to a home without a binder of information. This house had nothing.

Cleanliness: The house was very clean. However, there were several stains in the carpets, walls, on the lamps. Also, some broken items, including tile behind the sink, blinds, trim. There were NO remote control covers over the batteries - frustrating as we now had to not only keep the kids from hiding remotes, but batteries as well.

Trash: I emailed on Friday about trash procedures, as in the past Champion's Gate was very strict [you could only use a certain color bag and it had to be outside by a particular time.] I never got a response, but we were able to chat with neighbor nearby who showed us what their management company had left them.

Heating/Cooling: The house was set at 74 degrees and we did not have the ability to change it. During the day it was okay, but felt warm on those 88 degree days - glad it wasn't warmer! At night - it got HOT. I had my baby monitors in 2 rooms and they were consistently 79 or 80 degrees at night. The house does not have any ceiling fans for circulation. There was 1 box fan in the warmest bedroom, but it wasn't helping.

Kitchen: Prior to our trip I emailed asking specifically for a list of what was in the kitchen, their response was, "the kitchen is fully loaded." Nope. There was a 2 slot toaster, coffee pot, and blender on the counters. As for cookware --- bring your own. The pots/pans were dollar store quality and not large enough to cook for even our party of 8. No bakeware for inside the oven. We had to wrap tin foil around the baking rack to make a few items. Dishes/glasses to eat with/on were all breakable and heavy. No way would I let my kids use them. We ended up buying paper plates, solo cups, and plastic cutlery. I have never been in a home with so little in the kitchen.

Dining Table: The floral decoration on the table is pretty from a distance, but the florals have a ton of food/beverage spills on them causing them to be very unsightly. The arrangement is so large you can not move it. There are also an abundance of ant eggs inside of it. [We never saw ants inside the house though, so I am assuming they are old.]

Furniture: Overall, the seating around the inside of the house was good. No complaints except that the coffee table and end tables are not family friendly. They are very pointy glass top corners.

Outside/Pool: The table/chairs outside were fine. The loungers however had cushions on them with mold that smelled. We could not use the loungers due to this. The furniture with cushions was okay as it is under the covered porch area - but could use an upgrade soon. We paid for heat - which we got, but it was very hot [mid 90's] for the first few days and the water was green-ish. I emailed our first day [Friday] and they did come fix it on Tuesday. The walls were also not scrubbed down well and the water was well below the skimmer --- so I don't think the filtration system was working to keep the water clean. [We have a pool at home, but did not have access to anything but a net, so we couldn't help out.]

TVs: There are a plethora of TVs, but if you do not have your own subscriptions to streaming platforms [Netflix, Disney +, ect.], you don't have access to watch anything. The smart TV's are only so smart, and cable was not offered.

Mattresses/Beds: Only 3 beds were halfway comfortable. They are very cheap, thin, and uncomfortable beds. I would love to see the owner/company...

BEWARE - if you rent in Orlando via Marriott Vacation Homes and Villas, they are farming it out to this horrible management company. And when things go terribly wrong, neither this company nor Marriott will make it right. Here is the message I sent to Marriott Homes and Villas that went widely ignored:

"Upon arrival, we realized the internet connection was extremely poor. The signal was ok, but the connection kept breaking and cutting us off. It was also painfully slow. Per the booklet we received, we went through and reset all the access points multiple times in an effort to fix the issue. Both my husband and I sell technology for a living, so we are fairly well versed at remedying modem and router issues. However, our efforts were fruitless and on Saturday morning we called the number provided by One Vacation Home. Our call went straight to voicemail. We explained the issue and noted that we needed it fixed with urgency, as we were utilizing the days for work, and the issue was causing us to miss important calls and hinder us from doing our jobs. We requested a call back. We did not receive a call, but rather a text message sometime later, asking how they could help. So, once again we explained the issue over text. The person then said they would call Spectrum and asked us to turn everything off, which we did. The texts then stopped completely and further efforts to contact them via text yielded no response. So, the next day, after calls and texts had failed, I emailed the address provided, noted the problem again, and asked for urgent attention and a quick solution to the issue. I received a reply of simply "let me check on this". That was the last message we received in any form. I emailed again the next day and asked for a status update, to which I received no reply. I sent a final message yesterday noting that I was extremely disappointed in the lack of response and resolution to the issue, and that I would be taking it up with Marriott.

Other issues with the property include a lack of cleanliness—we found a lot of dirt around and under the couches and toys underneath the TV stand. None of the spare pillows had pillowcases so they were unusable. The flat sheets on the mattresses were too small and immediately came undone when you sat on the bed (which didn't have a mattress pad), so we kept waking up on the bare mattress. I purchased my own fitted sheet on the third night. The kitchen is missing tons of items that should be standard, including mixing bowls and spoons, baking dishes, and tupperware. There was only one spatula and no other cooking utensils. The booklet said "the kitchen is equipped with everything you could ever want" which is clearly not accurate. Nearly all of the drains upstairs were clogged and we had to plunge them ourselves—not something you want to do on your vacation. Overall, the place has obviously been well used and is showing a lot of signs of wear and tear. It could really use some paint touch ups, kitchen replenishment, and new carpeting."

Marriott Homes and Villas replied back shortly from someone named Sherlan who said they would contact One Vacation Home (who they called Vacasa?) and get back to me in 24 hours. Several days later, I did not have a response, so I messaged them again. I finally got a response back from saying they talked to the management company and that they gave us "full support" and "everything we needed" to use the internet--which was a complete lie. Homes and Villas gave me a small number of points back in my account. They didn't address any other concerns. I'm very bothered by the behavior by both companies.

I would highly advise everyone NOT to book through One Vacation Home or Marriott Homes and Villas. I question if they are even the same company as Marriott Corporate or also...

At first glance the home is gorgeous and we were thrilled for our stay. We payed an additional $90 for our pool and hot tub to be heated, and the first night it felt great! We then had an issue with our electricity and half of our home didn’t have power, including bedrooms, bathrooms and the laundry room. We immediately reached out via Air BnB and had a very difficult time getting ahold of our host. He was often nonresponsive even though it stated he was typically responding within an hour. We checked the breaker box and one was flipped so we attempted to flip it and got electrocuted. We went the first day and the majority of the second day with this electrical issue. After calling air bnbs customer service multiple times and sending numerous messages to our host we finally got an answer saying that there would be a maintenance tech on his way. We waited nearly two hours and sent out multiple messages asking about their ETA, with again no response. We watched maintenance vehicles circle through the neighborhood the entire time. We finally just left and within 20 mins got a message saying someone went and fixed the entire issue. We still had numerous lights flickering throughout the house and our pool and hot tub were ice cold. We sent out messages for the entire night and next day asking to make sure they had turned on the pool heat, again with no response. We finally called the customer service number listed on the paper on the counter. They connected me to the host, who was the last person I wanted to speak to. He was rude and had an irritated tone with me and answered by asking what the problem was now. He said someone would come check the pool but on their end it said the heat was on. So great, no problem, just happy for an answer. The tech comes and takes a pic of the thermometer he was standing away from the edge of the pool to use, not even close to the water. I ask him what it says the temp is and he responds that it says 89° but the pool is definitely not 89 and he was gonna work on it to try and get it warmer. He went and got some tools and tinkered for a bit then just left without giving us anymore info. We had already asked numerous times just to turn the heat off and refund us the money and we again never got an answer. Then the morning of our check out we got a message saying they sent documentation saying it was 89° and our refund was denied. Okay, whatever, we will eat that. But idk who has a HOT TUB at 89° ever. So beyond all of these issues, I just want to note a couple of additional things. We booked a home that sleeps 16 people and 6 bathrooms, they provided one roll of toilet paper in each room for a 4 day stay, one roll of paper towels and two trash bags. Some of the artwork in the rooms had broken glass in them, luckily we didn’t have children but it was in the children themed rooms with bunk beds. Our light fixtures were CAKED in dust and sticky to the touch. There were ground bees behind our house flying everywhere and a nest growing daily by our front door. Someone also had a package mailed to the home in their name, which was provided to the host, and he had someone come take the package off of our porch and OPENED IT. We reached out about getting it back multiple times and finally had it dropped off all taped back together and dug through. Glad we got a home that looks beautiful in the pictures, but overall extremely disappointed with the customer service of our host, the vacation home customer service and the air bnb customer service. We asked upfront for partial refunds and for the issues to be resolved, or just for the problems to be fixed only to be faced with disrespect. Highly unlikely any of the 10 of us, with families at home, will return to these rentals...