Top Villas Reviews

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

3.4 Rating 272 Reviews

61 %

of reviewers recommend Top Villas

Company Reviews

Questions

Metrics

3.4

Based on 272 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Under An Hour

Visit Website

Phone:

01227 250053

Email:

info@thetopvillas.com

Location:

Innovation House Innovation Way Discovery Park
Sandwich
CT13 9FF

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Top Villas 1 star review on 26th April 2023

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Second time we have booked with Top Villas, the initial villa we booked had issues and we had to move to another villa, Dan Pepin at Top villas was fantastic he ensured our vacation was not ruined, getting us moved to a beautiful villa which we are now looking at booking again next year. We will definately use Top Villas again. Keep up the good work it is appreciated.”

Helpful Report

Posted 6 years ago

Hi Angela, Thank you for your review. I am so pleased that you thought the service you received from Dan was fantastic, he is absolutely thrilled to hear this! We are looking forward to helping you plan your next vacation in this beautiful home! Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Arrival instructions were terrible and caused a lot of confusion and frustration for the group. Home was beautiful but grossly under-supplied for the large group that it is advertised for. Linens, pool towels, kitchen supplies, etc. Had ants in a bedroom which the exterminator just scared to the next bedroom. A family member ended up with about 50 bites from her bed.”

Helpful Report

Posted 6 years ago

Hi Ryan, Thank you for your review. I am pleased that you found the home beautiful however I am disappointed to hear of the issues that you faced with this particular property and with the arrival instructions that you were presented with, this is certainly not how we would want any of our guests to feel about their vacation in one of our homes. I would be most grateful if you could provide me with some further details over email so I can investigate this fully with our on-site property manager and the homeowner and hopefully we can make this right for you and take any remedial steps necessary with this property. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Villa and service was exceptional, a smooth process start to finish and one of the best holidays!”

Helpful Report

Posted 6 years ago

Hi Steven, Thank you very much for your review. I'm so pleased to hear that this was one of your best holidays! We look forward to welcoming you back to one of our beautiful homes in the very near future! Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Always found top villas to be very pleasant and professional to deal with. Although there was an issue with our originally booked villa, they recognised the mistake and went the extra to make sure we were happy with the outcome. Used 4 times 👍”

Helpful Report

Posted 6 years ago

Hi Gareth, Thank you very much for your very kind review. Delivering excellent service and a great product to ensure our guests return with us to book their next holiday is one of our key goals and it's so great to hear that this was your fourth booking with us. We hope to welcome you back for the fifth time in one of our beautiful homes very soon! Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Excellent customer service from the very start of the enquiry right through to the day we arrived!. Nothing was too much trouble and all the requirements we had were met and all questions answered promptly. A nice touch was the phone call I got a few days before we left to fly out to Florida. Never experienced that kind of great customer service before! Well done Top Villas! The info pack we were sent was easy to read and although we had a an issue with the door code at the Villa the situation was sorted out very quickly indeed! The property matched the web site description and photographs and was exceptional in every way. We had the holiday of a lifetime and Top Villas made it happen! A BIG THANK YOU TO TOP VILLAS! Highly recommended!”

Helpful Report

Posted 6 years ago

Hi Guy, Thank you for your very kind review, I am so pleased to hear that you had a great experience booking your home through our company. We have made a lot of changes over the last year with the goal of delivering top-notch customer service to all our guests and it really is reviews like yours that make all our efforts worthwhile. We hope to welcome you back to one of our beautiful homes in the future! Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Top villas were good but the villa was poor , too many things broken or not working, pool furniture was very bad I would not return to those premises Ian”

Helpful Report

Posted 6 years ago

Hi Ian, Thank you very much for your review, I am so pleased that you were happy with the service Top Villas provided you with. I am however sorry to learn that you were disappointed with the property itself and I would be grateful if you could please send me over some further details so I can investigate this fully. I look forward to hearing from you and hope we can make this right for you. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Excellent villa. Great service.”

Helpful Report

Posted 6 years ago

Hi Jonathan, Thank you for your fantastic review, we hope to welcome you back to one of our beautiful homes again very soon! Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Beautiful place and great time but HORRIBLE CUSTOMER SERVICE. They will have you pay for heated pool but won't turn it on until you complain and their excuse is that "it was too cold and the heaters could not heat the pool". Absolutely nonsense!! We had warm weather all week except Saturday but the pool was cold Monday and Tuesday and super warm Saturday... Also, they will find any way to keep as much of your security deposit as they can. For us they said we did not leave the property on check out time but they do not have any proof. We even commented on how punctual they were when we were sitting outside and saw them arrive right at 10am. They were understaffed and could not finish cleaning the house on time for the next guest so they blamed us and said that "we prevented cleaning crew from cleaning". Watch them they are liars and will do anything to get as much money out of you as possible”

Helpful Report

Posted 6 years ago

Hi Dounia, Thank you for your review. Firstly I do apologise that you are unhappy with the way you feel things have been handled by Top Villas and the on-site management company, we certainly do not wish any of our guests to feel that way and we always strive to deliver top-notch service to all our guests. I have had a look through the correspondence between all parties involved to try and establish what happened, as you can appreciate we are somewhat stuck in the middle when it comes to these type of things and it is our job to try our best to be as impartial as possible and come up with what we feel is a fair resolution for all parties involved. With that in mind I would like to present you with our timeline: Pool heating: 29th October: Guest checked into home 30th October: Guest reported pool does not feel warm and asked if pool heater had been switched on. This message was received after 5pm GMT after the Guest Experience team had left for the day 31st October: Upon receiving email from 30th October, Grace at Top Villas spoke with the on-site property manager who informed us the pool heating had been turned on on 29th October however due to a cold snap, the pool was taking a little longer than usual to get up to optimum temperature, this was communicated to the guest on 31st October and Grace asked that a technician from the property manager should visit again to make sure this was the case 1st November: Property manager informed us the pool heating was already on and as suspected, the water was taking a little extra time to heat up due to a cold snap, this email was received at 5pm GMT 2nd November: Guest was informed that the pool heating was working perfectly and it was agreed that the pool was now at a good temperature Per the above timeline, the pool heating was switched on from your check-in date however due to low temperatures overnight this did mean that the pool took some time to get up to temperature, this does not mean the pool heating was not switched on and the heating unit was still operating from the day of your check-in. Check-out delay: 4th November: At 10:58AM EST Top Villas Orlando office received a phone call from the on-site property manager informing us that guests were still in the property and that a late check-out penalty would need to be applied to the reservation as there was another guest due to arrive at 4pm and the late check-out had severely hampered the cleaning staff's ability to turn the property around in time 5th November: Property manager sent Top Villas an invoice of $734.91 and requested that this was to be taken from the security deposit being held. Top Villas argued this was unjustifiably high and that we would only charge the guest the actual "cost" of paying additional cleaners to enable the house to be ready by 4pm, it was agreed that they would waive the costs of their own staff time so we could charge the guest a reduced penalty of $300 instead which we believed to be fair given the circumstances 6th/7th November: Megan from Top Villas informed the guest of the charge. Guest disputed this and suggested the cleaning crew had been confused by daylight savings hours, this was refuted by the property manager and a time-stamped phone log was provided showing that they called Top Villas at 10:58AM EST to report that the guests were still in the property, this was confirmed by Gaby who was working in the US office on 4th November 12th November: Above was communicated to guest and guest asked for phone recordings and CCTV footage. Unfortunately, Top Villas do not currently record any phone calls, however the log that the property manager provided showed a phone call lasting 1 minute 32 seconds was made at 10:58 EST and our colleague in the US confirmed the nature of this phone call was to report that guests were still in the property. There is also no way of us getting hold of CCTV footage of Reunion Resort. Per the above timeline, we did conduct a thorough investigation to the best of our ability given the resources we have available to us, it is very unfortunate that this situation occurred in the first place but I hope you can understand that the property manager are charging us for the $300 which we worked hard to reduce from an initial amount of $734.91 and the claims they make are consistent with the phone log and the version of events communicated to us by our colleague in the Top Villas office in the US. I also note that you have stated in your above review that you were personally at the property and saw the cleaning team arrive which is inconsistent with our private correspondence where you informed me that you left the property at 9am and it was the rest of your party that remained at the property after that. Should you wish to discuss this further then please feel free to reach out to me directly. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“UPDATE: Top Villa resolved the concerns with a full refund. Thank you. This was probably the worst experience we've had at Reunion Resort. We booked a 4 night stay through thetopvillas.com (managed by Reunion Vacation Homes). The room we originally booked, the refrigerator went out at 8:30pm, so Reunion Vacation Homes moved us to another room at 9:30pm, which they called it an "upgrade". When we entered the room, there were dirty, blood stained sheets draped across the kitchen countertop. As we walled walked through the property, one of the bedrooms was not even made up. The furniture was worn, tore and in very bad condition. We contacted Reunion vacation Homes regarding the condition of the room and the blood stained sheets, they ensured us someone will be out to take care of it. At approx 11:30pm, I called them again and they asked me to toss the blood stained sheets outside of the front door for someone to pickup. The next morning we contact Reunion Vacation Homes and TopVillas informing them we will be leaving the property and would like a refund due to horrible, unsafe conditions. They explained the most they will do is refund us the first night. Which, they charged out credit card the entire stay. Never-the-less, we disputed the charge on the credit and intend to move forward with litigation if need be. BE WARE, THEY DON'T CARE ABOUT THEIR GUESTS!”

Helpful Report

Posted 6 years ago

Hi Joe, Thank you for your review. I have had a look back through your case and can see that you were unhappy with the original condo that you had booked and requested to move that evening. It was therefore organised for you to move to an alternative nearby condo which had a higher nightly rate and therefore was considered an upgrade on your original property. Unfortunately as the request to move was so last minute, the pre-arrival checks had not been completed by the property management and there were a couple of issues that you found upon arrival, as this was now past 9.30pm we were unable to arrange for someone to visit the property and rectify these issues that late in evening but you were advised that someone would be visiting the property in the morning to rectify these issues. You then left the property prior to the morning visit from the property manager and requested a full refund instead. This has now been agreed with your credit card company and a full refund was given. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“we rent a villa 2 weeks at Championsgate. The house is new and beautiful but already casse shower door, coffee table casse dand the closet, no pool towels, kitchen utensils really the minimun, tea towel missing, broom and mop breaks etc ... We sent 1 mail which is to remain unanswered. We had to rent the BBQ 2 weeks very expensive $ 190 and without using much after a week more gas. we called the number given in the binder and we were told that the replacement of gas was not their responsibility! I regularly rent villas in Orlando but I do not think to come back with the top Villa.”

Helpful Report

Posted 6 years ago

Hi Laurence, Thank you for your review. I have had a look into your case and I cannot locate any emails from you during your stay, I would be really grateful if you could send this across to me so I can investigate why this went unanswered. Regarding the rental BBQ, this is a service we offer to our guests for homes where a BBQ does no come as standard. A 2-burner BBQ costs $65 + tax per week and a 4-burner BBQ costs $95 + tax per week, this is in-line with other Suppliers in the Orlando area. The BBQs are delivered with a full tank of propane gas but we do advise that it is the guest's responsibility to re-fill the tank if they run out, this can be done at many locations in the Orlando area including Walmart and Home Depot. Kind Regards, Susannah Schwenderling

Posted 6 years ago

“This place was amazing we did not want to leave we plan on returning next year beautiful beautiful place you guys made us feel better than being at home min love”

Helpful Report

Posted 6 years ago

Hi Demetrius, Thank you for your review. We are always so pleased to hear that our guests were happy with their stay. We look forward to welcoming you back to one of our beautiful homes very soon. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“When we arrived at the property in Bridgeford Crossing, we were greeted with two trashcans overflowing with trash and flies everywhere. Upon entering the house, we discovered a pair of underwear on the kitchen counter. There were only three working lights in the family room area out of six. Neither of the two lamps worked until we took a bulb out of one in the formal living room. The downstairs master was so dark that we had to remove the shades from the lamps to get better lighting. There were only three TVs in the entire five bedroom house. One of them only got an all local news channel. I know that people don't go on vacation to watch television, but when one settles down for the night, TV watching is appreciated. There were no lights in the pool which made night swimming difficult. We were unaware of the parking policy of the subdivision, which made parking on the street illegal, until one of the residents were so kinds as to inform us. That should have been mentioned someplace in the information packet. The house just was not what we expected after staying in the Champions Gate resort. There was a hole in the wall in the laundry room area. The entire time we felt we had to be extra quiet at night because we were in a residential subdivision. We were not aware of this prior to arriving. All that being said, we will use Top Villas again; however, we will only rent properties in the Champions Gate resort.”

Helpful Report

Posted 6 years ago

Hi Rashaeda, Thank you for your review. I am very sorry to hear that you had a less than pleasant experience in one of our properties. We always strive to only offer the very best properties on Top Villas and I will be investigating how the issues with the trash, underwear and missing light bulbs occurred, it would be very helpful if you could send across any correspondence that you had with the property manager and with us as I am having trouble locating anything in our systems. Bridgeford Crossing is a residential community where there are a small selection of vacation homes available for rent, many of our guests prefer this as it means the resort in general is quieter with a more "local" feel to it as opposed to the larger resorts such as Championsgate. I will personally ensure this information is added to the property listing so all guests staying in this property are aware. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“This house was everything that the pictures show. It was spacious and accommodating for our family. All of our needs were meet by the property attendants. We will definitely return to this property.”

Helpful Report

Posted 6 years ago

Hi Tressa, Thank you for your review. We are always so pleased to hear great feedback from our guests and we hope to welcome you back to one of our lovely homes very soon. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“We really enjoyed this property. My family and I had a ball. The only downfall was the pool was very small and the ceiling looked patched up and needed to be redone. Other than that we loved the property.”

Helpful Report

Posted 6 years ago

Hi, Thank you for your review. It is always so great to hear lovely feedback from our guests, we really appreciate it and hope to welcome you back to one of our properties in the near future. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“It was 14 of us 8 adults and 6 kids and we had a great time the house was very kid friendly very nice and clean we all loved the pool area. We only had 2 issues the master bedroom upstairs bed rail kept falling and the tv didn't work. Otherwise the house was perfect I liked that it sits on the corner. I think we are done with Disney but if we ever have to come back to Florida I would stay here again. Thank You so much.”

Helpful Report

Posted 6 years ago

Hi Lena, Thank you for your review. We are so pleased that you enjoyed your stay in Emerald Island. We have many homes in Florida and the Caribbean and would love to welcome you to another of our beautiful homes in the near future. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“We had an amazing time with our family!!!! Will definitely come back to stay again. The house was very clean and the water park was fun for our kids and the water slides were awesome. One of our best trips. Kudos to the staff and everyone that made this possible for us.”

Helpful Report

Posted 6 years ago

Hi, Thank you for your review. We are so pleased that you had a great time staying in the Encore Resort, the water park there is certainly very popular with our guests! We would love to welcome you back to one of our beautiful homes again soon. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Every step of the way i was kept informed 1 of the best destination Agency i have went through. I highly recommend”

Helpful Report

Posted 6 years ago

Hi Reggie, Thank you for your review. It is always so great to hear lovely feedback from our guests, I'll be sure to let the entire team here at Top Villas know what a great experience you had with our company and we hope to welcome you back again to one of our beautiful homes very soon. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“We had an awesome time...we enjoyed the resort and the home was amazing.”

Helpful Report

Posted 6 years ago

Hi Shaneika, Thank you for your review. We are so pleased to hear that you had an awesome time staying in the Encore Resort and hope to welcome you back again soon to one of our beautiful homes. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Enjoyed every part of this vacation home.”

Helpful Report

Posted 6 years ago

Hi, Thank you for your review. It is always so great to hear lovely feedback from our guests and we hope to welcome you back to another of our beautiful homes very soon. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“What a great experience! From arrival to check-in to the great service received from the guide who showed the house...it was absolute perfection. My family had such a great time and we are looking forward to returning for thanksgiving!”

Helpful Report

Posted 6 years ago

Hi Kristin, Thank you for your review. I am so pleased to hear that you had such a wonderful experience staying in the Encore Resort and we look forward to welcoming you back to one of our beautiful properties very soon. Kind Regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

Top Villas is rated 3.4 based on 272 reviews