Top Villas
Reviews and Complaints

Due to covid we can not travel to Florida from New York renter refuses to give refund for family reunion We have been in contact for about a month with renters they refuse to give a full refund they want us to pay the balance owed for a trip in June when we are on stay at home order in NYC. We have been asking for a refund and has been told no to pay balance and reschedule for next summer

Top Villas cannot provide the home given Federal Guidelines against travel but will not refund deposit. Our reservation was made and now with the new CDC guidelines travel is not advised as well as a Federal State off Emergency and they still refuse to refund our deposit. Travel restrictions are now in place that prevent us from accessing the home. Our final payment is due today so we either loose our deposit by not paying or risk losing more money because they will not refund.

Reason's for refund: 1) No hot water on Day 1 and most of Day 2 during COVID TIME 2) Of the days we were there, Topvillas and the management company Jeeves sent people unannounced on a daily basis to fix things in the house. I was with my elderly Father and my toddler child so they risked giving us COVID when they were in our rentals. 3) We left early due to horrible service on November 3rd (stayed 4 days out of the days we booked, 2 days having not hot water) 4) We want refund of the whole amount due to the stress of no hot water and the time we spent dealing with topvillas

During the covid-19 pandemic, Top Villas has repeatedly refused to work with customers to let them rebook vacations. We had originally paid in full in February for a April stay. Even when there was a SHORT TERM RENTAL BAN, and we could not LEGALLY STAY AT THEIR TIMESHARE PROPERTY, it took four phone calls to move to a new date. As COVID-19 continues to ravage Florida, we were not comfortable traveling to the property with our family's health conditions (diabetes and asthma, two conditions that are extremely dangerous with COVID-19). I was told that they were more concerned with the financial livelihood of their timeshare owners that actual human life of their guests. They refused to move our August dates to a new date or refund even incidentals like pool heating.

Haven't received a promised refund for a service not received since stay with them in August. Pool Heating (which is needed in order to work the jets in the spa jacuzzi) paid in advance and wasn't turned on. Message Sent to them 8/18th...FYI - the spa jets aren't working, just heard from one of my guest, because the heat hasn't been turned, on the spa jets won't work! The heat and jets go hand and hand the property guy stated. We paid for heat, in advance. Can we be credited for the days missed and get that working for us please? Purchase/Payment Date: 7/24 Message sent 7/23rd... Quick Question so we can solidify our payment: 1. May we add (ie pay for) the grill and heating fees now? 2. If available, may we get in the unit a tidbit earlier? Just trying to coordinate from the drive, just in case we get there a bit early. Let me know, thanks a million! Stay dates: 8/15 - 8/22. Problem Reported: 8/18th. Payment amount: $244.90 Payment Method:

Hello, I am filing a complaint due to the Covid19 Pandemic to reschedule our family vacation rental dates, credit to apply at a later date or refund. We originally booked #*** Solara 51 rental property res#*** dates April 21-April 26 for a planned out exciting family vacation ( taking out children to disney for the first time and we couldn't wait). Unfortunately, these reservation dates came during the time we had a stay at order in our State of Maryland. A request was submitted and approved for a registration change of date for August 21- August 26 in hope and belief that the Pandemic would be behind us or better. Last week on June 30 our Governor listed states advised not to travel which included Florida the location of our vacation. After this was addressed we found it to be an issue with taking off work (quarantine/disciplinary action) and taking children out of daycare(quarantine). Due to us already requesting one extension in spite of the request not to travel and the fear of the pandemic we were still going to take precautions measures to make our reservations dates. That is now no longer feasible as our livelihood will be at stake with our employment. All we want is due to the Pandemic for this reservations to get an opportunity to reschedule at a later date after the Pandemic or a refund. It should be very much considered in spite of all this uncontrolled Pandemic has done and is continuing to do to families and livelihoods of the human race. This situation is totally out of our hands and could not have been prevented!

Vacation rentals in Florida were banned during the time we were supposed to stay in the rental. They will not refund--have our entire payment. I am writing a complaint about Top Villas on behalf of ***, ***, ***, and myself. We booked Storey Lake 10 back on February 12th for the weekend of May 1-4 for a cheer competition. As Corona started to unfold and we realized the competition was not going to happen, we contacted Top Villas by phone multiple times over the month of April. We were informed they would give us a trip credit, but the owner already had the money. The state of Florida was on a rental ban for the weekend we were supposed to visit so we could not have gone even if we wanted to. They have been extremely unaccommodating to customers who booked prior to Covid; however, this property now offers a full refund for those who booked after Covid was happening. They have our entire balance of $767.79. While the travel voucher was a nice offer, we have no need to go to Orlando and some have been out of work so we do not even have the money to go to Orlando right now. The travel voucher has to be used at this specific property. I asked Megan, the manager, to please have the homeowner contact me because she told us that is who has our money. If they can get refunds "from the owners" for people who booked after Covid, they can do the same for those of us who booked not knowing this was happening. I tried to give them several chances to rectify the issue, but to no avail. They stopped responding. The last email exchange is attached.

To whom it may concern, This letter is in response to the deplorable infestation of bacterial maggots at your vacation home during my recent stay. My family and I recently reserved your vacation home on February 13th. We were excited about the prospect of enjoying the amenities of the property but were quickly met with disappointment. There were legions of maggots in the dishwasher that was accompanied by an insufferable and overwhelming odor. It was extremely disgusting and a health hazard to my family. We had intentions of cooking a huge dinner together and dining in as a family unit but that experience was swiftly decimated by the fact that we had nothing to clean the dishes with! Further, when I made attempts to remedy the issue with property management, their response was to rectify the matter the next day. That is simply an unsatisfactory solution to a health risk that should have been remediated immediately. It's evident that the vacation home did not meet the appropriate standards for accommodating guests to its fullest extent. The cesspool of larvae inhabiting the home is just reprehensible but to do nothing in a timely fashion is just as odious and quite frankly unprofessional. I would like some level restitution for the inconvenience of the unwelcomed maggots. Not to mentioned we left sunday after the AC unit stop working I'm not looking for a free hand out, however I'm asking for a fair outcome that's palatable for both parties. Should we not come to a reasonable solution, I will take further steps and engage the Department of Health as well as OSHA to further evaluate your health practices.

This company refused to give me a refund after cancelling my initial booking and then booking me with another untrustworthy company. On June 22, my family and I reserved a booking through Top Villas for the dates of July 18-25. On June 30, we were notified that an emergency had arisen and the owners would be occupying the home so we would need to rebook another home. We were never offered a refund so I chose another home not knowing a refund was an option. In the meantime, my state, South Carolina was now considered a hotspot for COVID and Florida was as well so I began to have 2nd thoughts about the trip. I was then notified by my school district that teachers would have to report back on August 3. I was told that we would have to quarantine if we went to Florida. Once I received check-in information, I looked at the reservation and realized that Top Villas had booked a home through a company that my family and I have had past dealings with that were unsatisfactory. We had issues with the company Executive Villas concerning bedbugs, filthy houses upon check-in, and pool issues. This was the final straw that led me to the decision of cancellation. I was not aware that Top Villas rented through other companies especially when they told me they were dealing with the homeowner. When I requested a refund, I was denied a refund and I was told that the homeowners(Executive Villas) would allow me to rebook. If anyone look at the reviews of Executive Villas, they would understand why I chose not to rebook a hone with this company. I am very disappointed with Top Villas customer service and their rebooking practices.

Pest control issues, customer services issues, amenity issues/Product issues, refund issues, Repair issues, delivery issues was not meet! My family and I stayed at the Champions Gate # 131 in Orlando, FL from July 20 until the 24th 2020. We checked in after 4pm and was quickly met with disappointments. The very next day that morning, I began to call the number that was given to me in my welcome email that stated to "call this number if you have any issue". I called [protected] (Property Manager) for 2 days (Tues & Wed ). I was told that someone would be out to correct the pest control issue, and to bring the missing remote control to the theater room although it wasn't a top priority according to customer service. There were roaches, baby roaches, maggots, legions, and water bugs through out the kitchen, bathrooms and master bedrooms on the lower level of the house. I was told each day someone would be coming out and each day no one came or called to say they weren't coming. Finally I was told by a customer service representative that if I had an issue that I needed to call Top Villa at [protected] and not the property manager. That's when I was able to speak with Flavia z*** at Top Villas who then said the property manager never gives them the complaints and that the customers would need to call Top Villas ourselves. That was very shocking to me to hear that and explains why no one every showed up as promised to fix the issues or directed me to call Top Villas. Flavia then reported my issues to Meghan the manager who sent someone over Thursday to bring the remote to the theater but not Pest Control. When the tech showed up he never brought the remote. He stated he had to go back to the office to get it and would be right back, but never came back (Very Disappointing). So now it's Thursday and we are to check out Friday morning at 10 am and there's still a pest control issue and we are still not able to enjoy the theater room for family night. When asked for a reasonable refund for the inconvenience, poor customer service, infestation, and health risk, they replied with a total of $177.75 which is unacceptable. I emailed pics and a video to show proof of the Pest issue. The total I paid was over $2200.00 dollars. I am asking for Top Villas to be fair with the refund due of all the inconvenience.

Pool heater, jacuzzi jets and theatre room did not work. No hot water in three bathrooms. I completed my stay at Encore Resort 369 August 6 - 11, 2020 booked through Top Villas. The house was clean and looked like the pictures but the key features we booked for did not work and made for a poor experience for myself and family. Pool Heater and Jacuzzi Jets did not work Theatre room missing remote so we could not operate the system. Hot water not available in some of the bathrooms. I called the maintenance number on Friday Morning August 7th for the following: - Instructions in the house for accessing wifi were not correct. This was resolved during the call on Friday. - Jacuzzi jets in hot tub did not work. I was told a pool tech would come out and check. No one came. On Saturday I was told the tech did come and the control system was broken. Top Villas was contacting the homeowner to get approval for the repair. On Monday when I called again they said the homeowner was not responding. On Tuesday when we left it still didn't work. We had no functionality of the jacuzzi. - Pool Heater did not work. I was told a pool tech would come out and check. No one came. On Saturday I was told the tech did come and the control system was broken. Top Villas was contacting the homeowner to get approval for the repair. On Monday when I called again they said the homeowner was not responding. On Tuesday when we left the pool was still cold. We had no heat for the pool at night. - Theatre room system did not work. A tech came out on Friday and told us that a remote was missing and that he had to order a new one. Using the remote he had (that he said he could not leave with us) he took a picture and reported that the system was working properly. When I called back maintenance said the theater was fixed. I explained that "technically" yes it did work but we can't operate it without the missing remote. He checked with the tech and acknowledged that, no, it didn't work for us but the remote was ordered and would not be delivered until Monday. We received the remote Monday at 5:30PM. So the theater room was useless for our entire stay, except the last night. - Missing comforter in one of the bedrooms. I reported this on Friday and on Tuesday when we left the comforter had still not been delivered. Additionally, two of my guests told me on Saturday that they didn't have any hot water in their bathrooms. They had been taking showers in another bathroom and didn't want to say anything because so much was already wrong at this house. I reported this to Maintenance on Monday and they said they put in the order to come check all the showers. Again, no one came. Our stay in this house was very disappointing and we certainly did not receive the amenities advertised and paid for. I sent an email to Top Villas prior to writing this review and have received no response. These are the main features for booking the house and they didn't work! Do not book this house and Top Villas and their maintenance team are not recommended. It was very frustrating and embarrassing to have booked a house for my family and have these issues. I could have understood if there were issues and they were resolved, but to constantly call maintenance and be told it would be fixed or someone would come out and nothing was addressed is unacceptable.

The Top Villas will not refund a $4000 booking for a Kissimmee FL property they could not honor during a state rental ban in April . On January 28th, we booked a luxury vacation rental home through Top Villas for a 9-day stay from April 4th to 13th 2020 and paid $4,000. On March 11th, the president issued a proclamation against the entry of European residents into the US effective from March 13th. On March 27th, the governor of Florida issued an executive order banning all holiday rentals until the end of April. This resulted in the immediate cancellation of all holiday rental agreements for the period. The ban was extended through May. Due to the ban, the property owner was not able to honor the rental agreement. Top Villas informally suggested travel credit valid until December , which we couldn't accept due to other commitments and the pandemic's uncertainty. When we requested a refund for the $4,000 rental payment, Top Villas claimed they couldn't refund as the homeowner had received the payment. They suggested we claim against our travel insurance. This was disappointing as our insurance only partially covered our loss. Global Resort Homes offers full refunds in similar situations, which seems unfair. Top Villas and the homeowner defaulted on the rental agreement by not honoring our booking. Their withholding of our payment during the rental ban without providing service or compensation is legally questionable. According to Top Villas, covering homeowners' costs is prioritized over obligations to holidaymakers. Other companies, including Disney, Universal, Frontier Airlines, and the Empire Hotel NY, offered full refunds for cancellations. Some companies value their reputation and go beyond standard policy, which is what we expected when our rentals were canceled due to Covid-19.