Villa Roma Resort - Sullivan Catskills Vacations — Hotel in Town of Delaware

I do not think the new owners know how to run this place. I have been going to Villa Roma since I was a little kid and my mother & her family have been coming here since she was a child as well, this place has held so many amazing & important memories for our family and friends for decades. Its been going downhill for a few years honestly but this year was the absolute worst due to new owners clearly having no understanding of the theme and culture we have at Villa Roma. The prices of food & drinks have massively increased for even less than what we got before which makes no sense. You have less alcohol available and bad bartenders with bad attitudes but want $13+ per drink? $17 for the same exact chicken tenders and fries that used to be $12 together but now sold separately? The first day we were here on Monday we went to the pool bar and they had nothing available besides stuff to make strawberry daiquiris and mud slides, that’s it. How do you run out of 90% of your alcohol within two hours of the first day? There wasn’t even a lot of people down yet it was a half empty day… which the pool also opens later and closes earlier than usual, there was a multitude of issues with the pool being drained overnight & someone forgot to refill it so the water was extremely low for 3 days, extremely dirty as if the filters weren’t working & nobody cared to skim the pool at all, and the mushrooms were turned off due to needing a “motor part” that they apparently ordered weeks ago but still hasn’t come in. The new owners had all winter to prepare for summer & activities but there was NOTHING. It was so boring, the “shows” every night were TERRIBLE - people kept walking out of every show we went to whether it was terrible singers or extremely unfunny and uncomfortable “comedians”. Gemini was okay, he was mainly funny cause he was extremely odd & everyone thought he was on something. There were barely any activities to do during the day and night except like golf or ping pong tournaments? and stupid boring stuff for most, the bumper boats let you go about five feet out in the disgusting brown water you can’t see anything through, the “zip line” is only across that same small lake, the arcade room had the same games broken as they were last year which I could’ve sworn was promised to be fixed by the new owners but even more games were broken, nothing good for the kids to get as prizes in the shop, the gift shop was practically empty of anything, it looked abandoned & also closing early when I feel like the gift shop should be open later for people going or leaving the shows. Just a lot of nothing this year it was boring and overpriced, our rooms were still the same old decrepit garbage that is falling apart. The decks are so close to breaking apart that you’re gonna have a lawsuit on your hands soon if they aren’t all fixed, besides the decks being broken the phones don’t work in the rooms, the A/Cs go back and forth between working and broken, the WiFi and connection is terrible all around, and if my family and I hadn’t brought our own alcohol, our computer, and our switch to play games we would’ve been screwed and incredibly bored this entire week. New owners need to get on ACTUALLY renovating instead of claiming they are and actually just repainting things. That is NOT renovating, that is putting a painting over a hole in the wall. We don’t want extreme price increases for the low quality we’re getting, we don’t want a total remodel makeover but just some upkeeping and updated furniture and appliances, it’s not that hard to please the people who have been coming here for decades who WANT to keep coming here for years to come and give the new owners a chance, but they gotta stop lying on social media and making this place seem way different and better than it is because it is nothing like they’ve been portraying online and they haven’t been doing nearly enough as they’ve claimed. Stop lying and start updating! Keep prices same to low, and cater to your already paying long term guests before you start trying to...

The Villa Roma had its pros and cons. The rooms here are extremely outdated - my family stayed in a timeshare building, and everything from the lamps, air conditioning, and even the bath tubs are extremely outdated. The bath faucets were leaky and extremely hard to turn on/ off, the rooms are dimly lit so unless you plan on having your curtains open 24/7 you will get no light filling up the rooms. The red theme feels extremely unsettling, and while the red reminds me of a tuscan themed roman resort, many of the furniture and carpeting needs to be replaced. The exterior of the building either had a mildew smell or a faint smell of weed- it was a weird smell that i can’t quite place. The roads were bumpy and 100% need to be repaved in some sort of way to at least fill in the pot holes. The front attendants were not welcoming and so many people were crowded around basically doing nothing. The timeshare office has 2 nice ladies working diligently to make sure everyone is checked into their rooms, even though the hours are from 9-5pm we came around 6:30 and they were still there (props to you guys; there should be more employees helping assist with room check in) we waited about 25 minutes to check into our time share. Our housekeeper, Sylvester (i hope i spelled his name right) was the most reliable, helpful man we encountered on this trip. Every day we would come back to freshly clean sheets and towels with an empty garbage. I appreciated this deeply because even though we didn’t ask for a room cleaning, he made sure that we didn’t use the same towels every night to bathe (definitely a luxury but he was on his game.) Everything is extremely hard to get to especially if you are disabled or have an injury of some sort. Many of the terrain is on a hill so if you’re in a wheelchair or have some sort of leg injury, I don’t suggest booking a room here. I am perfectly healthy and had a hard time walking from the pool back to my hotel room, and the shuttle buses are not very reliable as I only saw them twice during my stay and it would only have one person on them. The towns surrounding the resort have zero cell service so it’s best you remember your way to get back to your hotel (My family got lost a few times) and there are many dead zones for service in the hotel area as well.) Despite that, the wifi at the resort is faster then i expected and works well. However, as soon as u leave your hotel room you are stranded with little-zero wifi. The pools are nice but chemicals are constantly off balanced. One pool is heated but the other is not, many people prefer the heated pool. (I did as well and it has a kid slide; it’s terrifying as an adult to go on.) But many get into the pool with sunscreen on which causes the pool to become a cloudy blue and you won’t be able to see anything under water. They do not clean the debris from the pool? I don’t understand why because it all sits at the bottom of the pool and is not very sanitary. Lots of bugs in the pool as well (flys, beetles, etc.) The hot tub was nice and a good temperature but the jets do not work. That being said, the hot tub is HUGE, and can compare to the size of Khalaharis hot tub. the hot tub has a waterfall which is nice to go under; it feels like bath water.

With all of this being said; if the place was renovated to update into a newer modern feel while still capturing the essence of a tuscan style; the scenery is beautiful and they would 100% get more customers. If you learn how to train your staff to be more welcoming and friendly, hire a few more employees to speed up check in time, and you renovate everything broken/ outdated it could become a new #1 vacation destination. I have nothing negative to say besides this place needs a remodel, and i would love to stay here again once that...

The stars are for the customer service that was received. Though it was great, but the place itself needs mad work. Upon entering the hotel it has an old smell of carpet that needs to change. The price was extremely high for outdated everything. The pull out couch was so sunk in that if you sat down you needed help to get up. The pillows were the size for a twin size bed. This was my first time staying here and was ever so disappointed. The sign says "No Smoking", but the room smelled like old cigarettes. I had to go to Walmart for an air freshener. When you go to a mountain resort you expect some things such as updated toilet seats, faucets, etc. I wish I had a picture of the towels and wash clothes, that should have been white, but I thought it was beige. I had to turn in all of the lights to see what the color was supposed to be. I opened the fridge and the nastiness on the floor was never wipe up. If i wasn't so tired, I probably would have left. Of course the morning of departure, young staff member knocked on the door, pleasant but had know type of identification letting me know he was a staff member. Then going out to pack up my car, walked by a woman with walkie and she don't even say good morning. I know you can have a bad day, but the level of customer service needs to be in every area of the place. This is pretty long, but the Villa Roma really need to get there stuff together.

Most importantly the heat and air vents on the contraption in the bed room is full of dust and needs to be cleaned.

January 19, 2020

The response from the owner or whoever comments on reviews did not take into consideration that I was going to be back. A little update.. I was going to try give this place the benefit of the doubt and thought it was a fluke that my room was not up to par. Needless to say I booked a room for an extremely special occasion and yet again the Villa Roma failed.. First of all I booked and paid for my room once found out the date. I went to check in and smooth sailing. Went to my room and the key didn't work. Back to the front desk to get it fixed. Go back to the room and the key doesn't work again. I go back to the front desk. THERE IS SOMETHING I FORGOT TO SAY, I WAS NOT GETTING ON AN ELEVATOR, I LITERALLY HAD TO DRIVE 3 BLOCKS IN A SNOW STORM FOR THIS. I went down the third time and was told they were going to send maintenance to see what's wrong with the door. I did say they better be there before I get back. Guess what he could not get in either. Someone else from the adjoining rooms apparently took over the room that was supposed to be mine. There was not going to be a repeat of the me going to another room, even though the wonderful young lady offered to drive me to another room I did not want to stay there.

I totally understand and feel bad about the fire they had the previous night, but I still negates the fact that things should be fixed and updated. I absolutely do not have any pictures of the place, however I do have pictures of the snow that was falling. Shout out to the Best Western in Monticello had an available updated room for me to stay in with breakfast in the morning, might u say for half the price I was paying at...