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

“Once booked no further communication. Received info pack very limited information regarding our accommodation. No further information at accommodation regarding anything at the home. Management company took a week to get back to us regarding a problem at the home at which time we were back in the UK.”

Helpful Report

Posted 6 years ago

Hi Lynda, Thank you for your review and I am sorry to hear that you had a disappointing experience with us, this is certainly not how we would want any of our guests to feel after leaving one of our homes. In September 2018, we created a dedicated Guest Experience team to ensure our guests receive good communication after making a booking through to returning home from their holiday. Unfortunately, as your booking was made in May 2018 we had not sent our introductory email after you booked, I can however see that my colleague Megan contacted you 2 weeks prior to your stay to check-in with you and to check if you had any questions about your upcoming stay though we did not receive any response. We are also currently in the process of overhauling our Villa Information Packs to ensure we are giving our guests as much relevant information as possible concerning their stay to really provide that extra level of customer care. I would also like to apologise on behalf of the on-site property manager regarding their poor communication and I will be conducting a thorough investigation with them as to how this occurred. I do hope you will give us another opportunity to welcome you back to one of our beautiful homes in the near future. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“The house was great all went smooth.”

Helpful Report

Posted 6 years ago

Hi Charlene, Thank you for your kind 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

“We were generally pleased with the villa. Plenty of towels, dishes, silverware,cooking items, seating areas, and comfortable beds. Our only issue was the smell of cigarette smoke on the second floor. Our only other issue was with access to the property when the gates were down. The automated system didn't work properly and trips to the main office were required several times.”

Helpful Report

Posted 6 years ago

Hi Gail, Thank you for your feedback regarding your recent stay. I am pleased that the villa was stocked to your liking and the living spaces worked well for your group. I am however sorry to hear about the smell of cigarette smoke on the upper floor, this is a non-smoking property so this should definitely not have been the case. I have sent your feedback across to the on-site property manager to investigate how this occurred and to take remedial steps to ensure future guests are not impacted so thank you for making us aware of this. I would also like to apologise about the issues with the electric gates to access the resort, Encore Resort is one of the newest resorts in the area so I can imagine there have been a few teething issues with the electronic system and I have raised this to the Homeowners Association. I do hope you will give us another opportunity to host you in one of our beautiful homes in the near future. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“The Home and the community was very nice and quiet. I will recommend Friends to visit.”

Helpful Report

Posted 6 years ago

Hi Harris, Thank you very much for your kind review, we hope to welcome you and your friends back to one of our beautiful homes again in the near future! Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“We had a hard time getting in the house since the door lock code wasn’t working until we call someone to come and assist us but it took time. We don’t know what exactly is the problem with the door lock because after we settled in inside the house, again the lock code wasn’t working. So, we can’t go out all of us at the same time because we can’t lock the door or else we have to wait for someone again to open it for us. It means someone should always be inside the house to open the door. I hope nobody will experience this again or even us if we plan to come and stay again. Thank you.”

Helpful Report

Posted 6 years ago

Hi Jamie, Thank you for your review and I am sorry to hear about the issues you experienced with the door lock code. I have followed up with the on-site property manager to find out exactly what the issue was so we can be sure this will not affect future guests so thank you for raising this to us. I am pleased that overall you have given us a 4-star rating and I do hope we have the opportunity to welcome you back to one of our beautiful homes again in the near future! Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Very nice place. Good communication. Will definitely be using Top Villas again”

Helpful Report

Posted 6 years ago

Hi Reed, Thank you very much for your kind review, we hope to welcome you back to one of our lovely homes again very soon! Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Very happy with our house. Super clean, modern and well supplied with all we needed and more. Pool heat was great and the area of Reunion is beautiful.”

Helpful Report

Posted 6 years ago

Hi, Thank you very much for your kind 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

“The accommodation was good, however, the carpeting was not at all clean also the fridge ice make did not work”

Helpful Report

Posted 6 years ago

Hi Trish, Thank you for your lovely review, I do apologise that the carpets were not up to standard and that your ice machine did not work during your stay, I have fed this back to the homeowner so they can take remedial action asap. We hope you will give us another opportunity to host you in one of our beautiful homes again in the near future! Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Loved our experience using Top Villas. They were SUPER helpful in selecting the location and having the amenities we wanted; including arranging to have the pool heated and a BBQ delivered for use at the house. The location we rented was exactly as we saw in the photos and it was great. We will DEFINTELY use Top Villa's again but the next time we will look for a location that has no backyard neighbors. It was New years when we went and we have some very noisy party neighbors behind us who kept us awake most evenings until 1 and 2 am. :( This was not Top Villa's fault. Their service and support was EXCEPTIONAL!!! Thank you for an amazing experience!”

Helpful Report

Posted 6 years ago

Hi Dawn, Thank you very much for your lovely review, I'm so pleased to hear such great feedback though I do apologise about the noisy neighbours, we will definitely be able to recommend you some quieter options for your next trip with us! Have a lovely 2019 and we look forward to welcoming you back to one of our properties in the near future! Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“We had an excellent vacation. The house and the property management company turned out to be exactly what was promised. The house was wonderful, very spacious, clean, just amazing. The pool area with the gigantic pool and the hot tub, lots of lounge chairs, southern exposure. I sincerely give this house 5 stars and I mean it. The same applies to Ralph and the property management company that he represented during our stay, helping us with any small issues we had at the beginning with setting up the heat in the pool and hut tub. Thumbs up for an excellent work.”

Helpful Report

Posted 6 years ago

Hi Irene, Thank you very much for your lovely 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

“Mjög flott hús, fín sundlaug.”

Helpful Report

Posted 6 years ago

Þakka þér fyrir Solveig fyrir yndislegar athugasemdir þínar! Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Top Villas was very helpful and informative when we rented at Championsgate in Florida. They provided us with all the information needed for check in and also answered all our questions about activities, rentals and any other concerns we had. I would definitely recommend them.”

Helpful Report

Posted 6 years ago

Hi Nadine, Thank you very much for your lovely review, we hope to have the opportunity to welcome you back to one of our beautiful homes in the near future! Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Amazing villa thanks top villas for 1st class service”

Helpful Report

Posted 6 years ago

Hi Paul, Thank you very much for your kind 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

“We called several time over our stay for problems. Pool lights. No wifi. Infestation on insects. We never got a resolution for most of the issues and were never given a call back for updates. Will always recommend Airbnb purely based on customer service.”

Helpful Report

Posted 6 years ago

Hi Leeann, Thank you for your review and I'm sorry to hear of the issues you faced during your stay, this is certainly not the experience we would hope for any of our guests to have. I have looked in our email inboxes and I cannot see any correspondence from you so this is unfortunately the first I have heard of this. I have sent across an email to you to see how we can make this right for you. I look forward to speaking with you. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Top Villas were very helpful and efficient throughout the booking and confirmation process and the villa we stayed in was of a very good standard.”

Helpful Report

Posted 6 years ago

Hi Natalie, Thank you very much for your kind review, we hope to have the opportunity to welcome you back to one of our homes in the near future! Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“We've booked with Top Villas several times before and have always been happy. We rented this house several years ago and really liked the location and the pool. So we rented it for our Christmas break trip. As soon as we walked outside the house next door's pool pump was making a noise like a jet engine taking off. It was so loud you couldn't hear each other talking. We called Jeeve's which is who Top Villas must hire to manage the house and they said they weren't a wear of any noise and that the house next door was not one of their houses. The pool guy stopped by to check on our pool the next door and we complained to him. He was very nice and polite and said that he's told them the pool pump is bad and it's been like that for some time. The following day we see a jeeve's van cleaning out the house next door (so it was one of their houses). Needless to say that noise was so loud you couldn't enjoy the outside at all. That with all the raccoon poop on top of the pool screen made an awful smell. We were not impressed this time around.”

Helpful Report

Posted 6 years ago

Hi Zack, Thank you for your review and I do apologise about the issues you experienced throughout your stay with the next door house's pool heating system. As you can appreciate, this is something outside of Top Villas control and the homeowner of the neighboring property would need to address this. I am also sorry to hear about the raccoon excrement on the pool cage and had we been made aware of this at the time, we would certainly have addressed this. I do hope you will give us the opportunity to welcome you back to one of our homes in the near future. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“The rental was great! Very clean. The beds were very soft. One thing that could be added was a phone for local calls.”

Helpful Report

Posted 6 years ago

Hi, Thank you for your kind review, I have passed your feedback onto the homeowner for their consideration. We hope to welcome you back to one of our beautiful homes again in the near future. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Top Villas were very helpful in the initial booking. Although there was quite a long degree of silence until immediately before leaving for the US, so slightly concerned if all would be OK on arrival. Arrived late evening in darkness, difficult to access house as unlit and code on front door proved difficult. Eventually entered. Next day had to get engineer out as dish washer not working. Air Con was inefficient at night and appeared to be turned off from midnight to 7 a.m therefore too hot to sleep especially in children's rooms. Also the house could have been a lot cleaner, i.e nail clipping all around edge of bed in master bedroom etc. Only one tea cloth in entire house for 10 days, so had to use hand towels...Considering the house was advertised for 10 people, there was not enough seating in main lounge area for that number. However, all in all and despite these criticisms we had a comfortable fun Xmas holiday there and would book with top villas again.”

Helpful Report

Posted 6 years ago

Hi Clarissa, Thank you for your review. I had a look back through our emails and can see that my colleague Katie did email you 2-weeks prior to your stay to ensure you have everything ready for your stay and if you had any questions, we have also implemented a new process at Top Villas where one of our guest experience specialists contacts you immediately after booking to introduce themselves to you and to assure you that we will be here for you. We hope this will really improve the guest experience and the feedback we have had so far has been really positive. I do apologise about the unlit entrance upon your arrival, the lack of tea towels and that the dining table was not large enough for your group and I have sent this feedback across to the homeowner so they can address this for future guests. I am also sorry to hear about the issues you had with the cleanliness of the home, this is certainly not up to the standard we would expect for any of our homes and had you made us aware of this at the time, I can assure you that we would have sent the cleaning team back to address this for you. Despite your issues, I am so pleased to hear that you would consider booking with us again and we truly hope this is the case and we are able to welcome you back to one of our beautiful homes in the future. Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

“Excellent property and customer service”

Helpful Report

Posted 6 years ago

Hi, Thank you very much for your 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

“Villa was excellent very clean, spacious, well equipped and comfortable. There are a couple of points we would like to point out, although these would not stop us from rebooking with top villa/ encore resort at reunion. There was no information on how to use equipment i.e.: cooker,washing machine, dryer, etc We did work it out but would have been easier with instructions. Also we were not informed about having to go to encores reception to get a pass to be able drive into the estate. We found out after two nights of stopping at the gate and asking for entry when we was then told we needed to go to the reception. An extra sofa in the lounge area would be ideal, as when we wanted a relaxing day, only having one sofa in the lounge meant we had to choose who was going sit on the floor or a dining chair - not ideal - as there was plenty of space to have another sofa. We were only 4 adults and 1 child in our party so we don't know how families would manage if they had 8 adults the property's capacity! We had an issue with the air con and although engineers were quick to respond (we had to call them 4 times) at one point we had water leaking through the ceiling in the hall outside downstairs bedroom, in the wardrobe in the bedroom and in the downstairs bathroom, it was sorted out on the fourth call. Location was ideal for all the attractions.”

Helpful Report

Posted 6 years ago

Hi Helen, Thank you for your review, I am pleased to hear that you found the villa to be clean, spacious, well-equipped, comfortable and well located. I am however sorry to hear about the issues you had with the air conditioning but I am pleased that the on-site maintenance team were able to attend to this in a timely manner. I have informed the homeowner of your feedback regarding the sofa and I hope they will consider adding an additional sofa for future guests. We will also be updating our pre-arrival Villa Information Packs to include resort-specific instructions so thank you for bringing this to our attention so we can improve our guest experience. We hope you will give us another opportunity to welcome you back to one of our beautiful homes in the near future! Kind regards, Susannah Schwenderling Guest Experience Manager

Posted 6 years ago

Top Villas is rated 3.4 based on 272 reviews