Villatel Village At Solterra Resort — Hotel in Kissimmee

In 2019 I rented one of their properties and had a wonderful experience. When it was time for another family gathering I chose to use them again. Those working in reservations are amazing! I called several times, with numerous questions and I found them to be very helpful. I chose the house called the playful palace. When we arrived at the home after the stated check in time it was not ready. I was disappointed, but it was not the end of the world. It would have been better for them to have let us know. I specifically asked the cleaning crew to take their time because I did not want them rushing because they felt like I was waiting. I did not want cleaning shortchanged, but it happened anyway. Grossly the house was cleaned but we noticed a few things; my mother found a balled up pillow case in her bed. We are assuming it was clean and just mixed in with the sheets, but...One of my nieces said the decorative blanket on her bed had stains on it. The trampoline room is not cleaned thoroughly. It was evident just by looking, but there was also debris- broken crayons and paper left on one of the tiers. When my mother and I returned from letting them clean, we could not get into the house. The keypad did not work and we had to call someone to get a key. The person that came to let us in stated that there had been a problem with the lock for some time and that they are waiting on the warranty or part. We get up in the morning to find that that there are no mugs so have to drink hot beverages in glasses. There were also other limited supplies in the kitchen that I had specifically inquired about. Guest services was called and someone brought mugs and platters. We had hired a private chef for our stay. When she heard that we had other issues in the home she informed me that neither of the ovens were working properly. Guest services was called again; one oven was down and needed a part, and the other was on a special setting that prevented it from going above a certain temperature. Both of these issues should have been known and handled before booking other guests. Next, at approximately 3 in the afternoon the pool guy came, kicked everyone out of the pool, performed his service, told us to stay out of the pool for 2 hours and told us to turn off the water going in the pool in the same time period. WHAT? I don't perform pool service, and what if we were leaving?! Another call to guest services and I am told that the pool isnt supposed to be serviced when guests are there, but BETWEEN guests. A few little things; the ceiling fans were not programmed for use in a few rooms, there were no instructions for the theater room- that ended up not mattering because the wifi is trash. There is limited wifi and cell service in the house (most of us have ATT). the people I spoke to in guest services were very patient, kind and helpful (offered late checkout and a call from management (that never happened)), but I should not have had to speak to them at all, let alone multiple times for a short stay. This was far inferior service than what I had experienced in the past especially for their prices. I did not spend that much money to spend time on the phone, have my guests uncomfortable and not have access to features of the home. The final straw was an email from them the night I checked out stating that there was substantial damage in the home that I was responsible for with included pictures. The cost was $1500 plus repairs. The pictures were from A DIFFERENT HOUSE. Not sure if it was a mistake or an attempt at a scam. Thankfully we had pictures of how we left the place to prove that we had not been destructive. We have all been through a lot in the last few years, but money and customer service should still have value. I did not get what I paid for with this experience. It is disappointing, because I had such a great experience the last time and would have continued to use them in the future if this had not been so bad....

Our family had an amazing stay at the Galactic Getaway house. There was something to do for every age in the family, from the pool, game room, theatre, pool table and the golf simulation room, everyone was having fun! I can't give it a five star because there are some things that should be addressed. First, there needs to be a better system when driving down the street to get to the security gate. When you first arrive you are given a vehicle pass for the duration of your stay. However, whenever we arrived back from an outing they make you wait in a very long line of cars that are trying to check-in. You are not allowed to use the right entrance lane to get inside (even when you already have the pass), and if you do go to that lane they make you turn around and get back to the end of the long line of cars, ridiculous!! Only one evening did I see a lady directing traffic in the right lane to pass for those who had a vehicle pass. Someone should have given her a lighted traffic baton because it was dark and unsafe for her. It doesn't help the main street to get in is a one lane either so no matter what you have to wait. I had read in other reviews the grill being dirty when they arrived, and yes ours was no exception it was dirty. When everything else in the house is clean the grill should also be cleaned. Some of the bathrooms had a glass frameless shower door and unfortunately, water leaked out from the floor causing a huge mess to clean up. One of the bedroom doors and the pantry doors were hard to open or close. The wifi was spotty at times, maybe because we were the last house on the street? We had minor issues, such as remote controls not working or not being able to start up the golf simulator. I called for help and someone came the same day to resolve those problems. I would suggest more large pots and pans be available in the kitchen. It seems like a regular set is provided, but when you're cooking for over 25 people it is not enough. Also there are no kitchen towels or dish rack for clean dishes. I would also suggest having a separate ice making machine be available. While there were two refrigerators with built in ice makers, they worked pretty slow, and as I mentioned for 25+ people in the house it wasn't enough especially when being outside in the pool in the hot weather. I also recommend the large containers outside the house should be visibly marked or labeled to indicate it is solely for trash collection. Someone in our party mistook it for storage and placed some of our belongings in there when we first arrived (it was late in the day and already dark outside). We come to find out the next morning it was for trash collection, and our belongings where gone. This was very upsetting but after several phone calls and hours later we did get our things back. Overall, we had lots of fun and would...

I stayed at Villatel Resort in a private 9-bedroom villa from August 27th for my daughter’s 2nd birthday. The house itself was spacious and beautiful, with a private pool and nice community — but unfortunately, the experience was extremely disappointing due to poor communication and major maintenance issues.

Check-in was at 4 PM, but when I arrived with my kids and family, maintenance was still working inside. We walked in only to learn that the upstairs AC (where most of the bedrooms were) was broken. With outside temperatures over 90 degrees, my guests had to spend nights upstairs in 84-degree heat. The AC wasn’t fixed until late on the second day, and even then, it kept shutting off, leaving my guests hot and uncomfortable.

We thought we’d cool off in the pool, but it was dirty upon arrival, with grass and debris inside. Despite being told it was “cleaned,” my sister ended up scooping things out herself just so the kids could get in. On top of that, the pool’s protective screen/fence had visible tears in certain areas, which made me nervous about insects or other things getting in at night while we were using the pool. The movie room was another letdown — freezing cold at 68 degrees with no remote to adjust the temperature.

Other issues included: • A broken cabinet with sharp edges (unsafe for small children). • Two game machines that didn’t work. • Dusty ceiling fans blowing debris onto the beds (which I had to clean myself). • Poor communication — I had to repeatedly call before anyone responded or came out. • During checkout, the cleaning crew arrived and parked in my driveway at 9:35 AM, making us feel rushed. • Most concerning, despite being advertised as a gated community, a random man was outside my villa handing out flyers. With two young kids, this felt very unsafe and completely inappropriate.

For such an expensive villa, I expected a smooth and comfortable stay, but instead spent half my trip stressed, hot, and cleaning up things that should have been handled before check-in (especially given the high cleaning fees). The only refund offered was for the heated pool, which didn’t come close to addressing all the problems.

This property may look beautiful, but it is not well-maintained, and the lack of responsiveness made the stay extremely frustrating. I would not recommend staying here unless serious...