Top Villas — Local services in Kissimmee

HORRIBLE! LIARS! The absolute WORST vacation experience ever. My children were disappointed which makes me more upset than anything else. Where do I start? My family and I booked a rental property at Reunion Resorts through Top Villas in March 2021 for June 2021 for a 7 night stay. The home we booked was exactly what we needed for our summer vacation following a LONG 15 month quarantine. Everyone was so excited. The afternoon before our departure, Top Villas management contacted us to. inform us that due to maintenance issues the rental property we booked was not available. The agent did not know what the maintenance issue was. Red Flag #1. We were given the option to stay in another rental which they claimed to be comparable to the one we initially rented or accept a full refund. If not for our children, we definitely would've accepted a full refund. We decided to stay at the other property which was new and appeared to be nice on the pics sent via email. I decided to reach out to management again in route to the property. I wanted to know if there was any chance that once the maintenance issue was resolved, our family could move into the original property. I was informed that. maintenance would take at least 3 days and it was unlikely that the accommodation could be made for us. Top Villas still claimed that they were not given the specifics of the maintenence issue by the property manager. I knew they were being dishonest busy had no proof or any properties available in Orlando that would accompany our family at such short notice. On arrival to the property, the property manager on site stated, "We don't have that Property in our system; this property is actually still on the market; what company did you rent from?" I responded "Top Villas". The gentleman's facial. expression spoke volumes. He allowed us to sit in their lobby for 1 hour while we drive ţo the Top Villa office to retrive a key code to enter the property that they claimed they emailed. Red Flags all over the place. We enter the home which was so new that there was tape on the walls downstairs awaiting accent wall treatments or wall paper perhaps. There weren't enough beds in the kid's bunk tons to accommodate us. The air conditioning was not working prototype the entire week. The home looked as if it were quickly staged just to get us thrift the week. We called and complained daily. Each time we called, we spoke with someone differently and they always had us booked in the initial home we rented. Another Red Flag. We decided to make the best out of a bad situation. We bought air mattresses for 4 of our kids. They were so disappointed. My 8 year old stated "Our house at home is better than this; I. don't have a bed to sleep in and it's so hot in this house". 😩 We decided to take a drive around the beautiful grounds on day 2 of our stay. We saw the home we rented initially. There was 1 car in the driveway. We decided to stop by to meet the maintenance guy only to find out that it was another renter and his family if 4 that also booked the property 3 months prior with the exact same dates as my family. I showed him our receipt and explained what we'd been told by Top Villas. The gentleman stated, "That's so F* Up!; I'm sorry you guys were treated this way". He even told us he laid $1500 less than we paid for a home double the size of the one we were assigned to last minute. At this point, we're furious. Top Villa's management lied to us. If they double booked, tell us that in enough time that we can find an alternative property that truly fits our needs. Now We're feeling discriminated against and manipulated. To top everything off, the amenities that came with the original rental that we paid for were not available to us. When we tried to utilize the Reunion Resort pools, we were turned away. The manager stated "the property you're staying in isn't even in our system. Top Villa's lies to their renters all of the time. Don't allow them to get away with this." They're Trash! NEVER...

THERE ARE MANY NICE REVIEWS BUT IF EVERYTHING IS SEAMLESS, THINGS ARE ALWAYS PERFECT AND GOOD REVIEWS ARE LEFT. I IMPLORE YOU TO READ THIS IN ITS ENTIRETY IN ORDER TO PROTECT UNSUSPECTING FAMILIES FROM NIGHTMARES LIKE WE EXPERIENCED WITH TOP VILLAS. We booked a 6 day stay at Reunion Resort 1013 for $650/night for what we expected to be a dream vacation relaxing at the magnificent pool and hot tub with our family. The night we arrived, the pool heat stopped working (the pool is not in the sun and is useless without the heat). Top Villas said they are not responsible and we should contact the owner. We spoke with the owner Ana German and her son Luis German, who said that someone would come immediately. Lets just say that for the next 6 days we were just blatantly ignored or we would receive a text saying "I am making phone calls" or "I am coming to the house" without any follow up (see images of text messages below). On the third night of our stay, we told Top Villas that we wanted to move to a different home. We were told that it was unnecessary because the pool heat was fixed and would activate at 9 AM. We sucked it up not having pool heat for another night and looked forward to the next morning. I told Top Villas that I wanted a refund for the first three nights and they said they would get back to me. The pool heat did not turn on at 9 AM and they never got back to me about the refund. After a dozen unanswered emails to Top Villas on Sunday, I received a response Sunday night apologizing that they are very busy on Sundays making reservations. Still no pool heat. On Monday morning (day 5), TopVillas emailed me saying that a technician was called on Saturday night but was not able to come "right away". It was now Monday(!!!) and they said that they would have a technician out that day. When a "technician" arrived late afternoon, he informed us that he was called that morning (Monday) and that he was not a technician but that he came to "assess the situation". After much back and forth, Top Villas emailed me early Tuesday morning, the day of our departure, saying that the pool heat was fixed. Unsurprisingly, it had not been fixed and we packed up our bags with the pool still freezing cold. After a disastrous "vacation" we asked Top villas for a refund and we were told that we would be refunded $100 for pool heat. Although we had no use of the pool, they said that we could not be refunded. After contacting several other clients of TopVillas, many told me that they have had issues with the pool heat and they carefully craft their agreements in a way that no refund will be given Since Top Villas claimed complete innocence for this and blamed it on Ana and Luis German, I asked how they could work with a property owner that shows complete neglect and indifference for the people staying in their home. Ana German made zero effort to assist us or fix the issues for the entirety of our stay. According to TopVillas, she also lied to them several times saying that the pool heat was working or already fixed. Not only did I not receive an answer from Top villas as to how they could work with such a homeowner, but shockingly, the listing remains on their site. I demanded that they take it down so no one should have to suffer what we went through and I did not receive a response. I also found signs at the home from a previous management company who told me that they discontinued working with this home for undisclosed reasons. Top villas clearly does not care about the wellbeing of their clients and servicing them upon arrival. Even if as they claim, this was a "mishap", the fact that they continue to rent out this home shows that they care only about lining their pockets and not about the security of the vacationers once they arrive. I remain shocked to see this home listed on their site.

Below is some of my text correspondence with the home owner that Top Villas endorses and continues...

Firstly, I don’t leave negative reviews lightly but after 5 days of the issues we’ve encountered, we have no option considering top villas isn’t responding to emails. After paying 13,000.00 AUD for a villa for our family to stay in for just over 2 weeks, the issues we’ve had have been endless and dangerous. *The dishes left out as display were dirty *There is a broken drawer in the master bedroom’s ensuite *The plates are all worn quite heavily ( full of scratches etc) there is a large stain in the kitchen on the roof from a few leaks it looks like ( horrible damp smell coming from this and all In the house in general) *walls and skirting absolutely filthy and covered in old Drink stains and dust *there is allot of damaged plaster in the kitchen/small hole in the wall, and throughout the house. *Wires hanging out of the ceiling in the games room electrical outlet/plug hanging out with wires exposed in what was supposed to be daughters room *damp all over ceiling, in garage and house smelt terrible *damp Causing the walls to literally crumble away (as per pictures) *Broken picture frame and glass and ceiling skirting left outside the entrance door *supposed games room had 2 x pool cues, uneven pool balls and the cues had no actual end on them so unusable game/tv stand not even plugged in and facing the garage door ( and moved several Times whilst we were out with no knowledge of anyone even attending the house, despite us requesting to be notified so we could have the opportunity to be there/secure our belongings) *No pool Barrier, just a piece of mesh on the floor scrunched up. *Broken glassware with cracks on 3/4 available glasses

In addition to the above, outside there are infestation issues, dirty walls ( inside and out) broken outdoor furniture, half empty spa, stained and dirty outside area and everything that is metal has rust on it We’ve used Top Villas numerous times as well as other management agencies, and never had a property in as poor condition as this and we’ve been coming to Florida annually for almost 20 years. The fact that we have been left in an unsanitary and unsafe home despite us sending pictures and emailing daily is beyond disgusting behaviour from the company. Blaming the ‘management company’ for lack Of action, our contract was with top villas and the fact they are ok leaving us in a house with the above issues ( including electrical ) is absolutely abhorrent behaviour in my opinion. I will never use too villas again, not because of the issues, but because of their complete lack Of action in response to the issues we’ve had. I’ll be speaking to my bank and working to obtain a full refund, as well as report the house as being unsafe given children of a younger age could well have had a very serious injury with the electrical/glass and pool fence issues. We have over 15 emails reporting and chasing up the above, attended their office ( was promised a resolve on day 2 - and nothing but ‘we’re waiting to hear back from management, or have the issues not been resolved’ - knowing full well they haven’t or can’t be considering the amount and depth of issues… This issue is Ruining our holiday completely as we are doing all we can to avoid being in the home. I’ll be adding pictures to evidence this issue for the above review. Use anyone but these if you expect to have a management company that actually care if you have a safe house. I’ve contacted and reported the house for a code violation given the electrics are a serious concern and could pose a serious injury whilst we stay there or for anyone else who has the misfortune of staying there. The property is Windsor hills resort...