Reviews

Review Details

• Review fromMichael L

  Date: 04/03/2025

  1 star
  The property that we rented through Top Villas was unacceptable! The carpet was filthy. The patio door was off the track and wouldn't lock. The refrigerator would not refrigerate to a low enough temperature to cool food items to a food safety temperature. There was not one single fork in the entire house. One of the televisions did not work and the service man said "it's broke" and then left with no resolution. Executive Villas was the management company and they are worthless. Do not rent through Top Villas, or you will regret it!

• Review fromJill P

  Date: 12/16/2024

  1 star
  My daughter and I stayed in unit #*** at ************** October 28 through November 19, 2024. The unit was filled with mold. I had several conversations with Top Villa regarding the issues. I sent them numerous photos of mold growing on everything from the dining room table to the chairs and also on the living room furniture. I became very ill during our stay and had to go to urgent care where I was diagnosed with respiratory issues. They are now gaslighting me stating that I waited too long into my stay before I reported it and they are refusing a refund. I was offered 10% off my next stay. So generous! I have stayed in this unit before and never had any issues. I believe that they had a company come in and clean the carpet but it didn't fully dry which caused a massive mold bloom. The unit does not have adequate ventilation and the smell of mothballs was overwhelming. We stayed at two other off-property resorts just to get away from the issue (at my own expense). I will never book with this company again. I have also reported this to the ************************ and will seek legal advice. I have copies of all conversations and over 20 photos showing mold growing up the legs of chairs. Horrifying experience!

• Review fromTyra M

  Date: 07/19/2024

  1 star
  Do not book with Top Villa. They will leave you stranded with no help while you wait for an email response 24 to 48 hours when you should be enjoying your vacation that you paid a lot of money for. The house was nothing like the pictures. Everything was dirty. Inside and out. The pool was dirty. Refrigerator had hair in it. Walls and doors was nasty. The outside patio furniture was black. The house smelled and was NOTHING like the pictures on their website. I sent Top Villa pictures immediately. The grass in front of the house was not mowed only a little patch directly in front of the house. This is how we are entering this house. The worst part about it was someone ran out of the house as we was inside the house , left evidence and one of the bedrooms and had something on the ** that was inappropriate. I immediately called top Villa and explained everything that was going on and sent them pictures immediately after checking in the representative was nasty, rude, and uncaring told us that someone will be emailing me 24 to 48 hours with a response. I explained to her where was my family and I suppose to go? we are not safe in the house and its very dirty. She told me she cannot tell me where myself and my family should go or what we should do so we are stranded out of town with nowhere to go because the house was not safe and very dirty. We had no help from top Villa . I received an email two days into my vacation Stating a property manager was going to go investigate the property. So two days into my vacation, I was supposed to just sit and do what with my family? How was the poverty manager going to fix the fact that another person was in the house the same time my family and I was supposed to be there?? I sent pictures to prove it.I received an email a week later stating the property manager will not refund any money because I did not give him a chance to fix the problem .So I guess my family and I were supposed to stay in a dirty nasty unsafe house.

• Review fromRenee A

  Date: 01/09/2024

  1 star
  STAY AWAY FROM SOLTERRA RESORT 92. WORST EXPERIENCE EVER!!! Over the Christmas holiday my family stayed Dec *****, 2023 and the house was infested with roaches, even in the refrigerator. JUST NASTY. We emailed Top Villas approximately 6-7 times and called several times for an exterminator. We even called the emergency number. Three days later an exterminator came out but DID NOT correct the issue. We had to purchase bug traps & clean constantly. IT RUINED OUR CHRISTMAS. The property manager still refuses to offer us anything to resolve the issues, not even an apology. Top Villas has not resolved these issues to my familys satisfaction. Do yourself a favor and PLEASE PICK ANOTHER PROPERTY.

  Top Villas, LLC

  Date: 01/10/2024

  Dear *****,We were so sorry to learn of your disappointment with certain aspects of the home and customer service during your stay. This is certainly not the experience that we would like our guests to have.Having checked our records I can see that the issues were reported on a Sunday (12/24/23) when our office was closed. Nevertheless, our on-site team promptly opened a work order to address the situation. However, due to the following day being a holiday, our service providers were not available to attend to the concerns until the 26th, so we booked them for 12/26/23 when staff were next able address the issue. In conclusion, the concerns raised were resolved within 48 hours as policy requires.In recognition of the inconvenience you faced, we have already issued you with a partial refund for the concerns raised during your stay and extended a future discount offer. However, we understand that despite these efforts, you remain dissatisfied. With this in mind, I have already reached out to you today with a view to resolving this case to your satisfaction.We are sincerely sorry for any disappointment you experienced and appreciate your valuable feedback. Thank you for bringing this to our attention, and we hope to have the opportunity to better serve you in the future.Kind regards,****** Guest Relations Supervisor Top Villas ***

• Review fromAlexis M

  Date: 06/09/2023

  1 star
  What a joke. ****** ****** ** Is a total dump. (**** ****** **** ** ********** ** *****)
  We checked in and this place gross. Totally false advertising and deception. We called and complained the minute we arrived and they would not switch us to another house and they have yet to rectify the situation. House was dirty, dusty, stains and scuff marks all over the walls. Half the TVs don’t work. Some of the remotes did not have backs to them l. The gaming systems in the game room don’t work . Cable doesn’t work on some of the TVs . Some of the electrical switches that operates fans doesn’t work
  My bed frame is broken!!! lamps don’t work in one of the rooms, the patio furniture doesn’t match like the picture advertised and the list goes on.
  Whoever is the owner if this property should be ashamed of advertising this crappy dirty house.
  They claimed to send someone out the same day to clean… she comes out with her 6 year old daughter and the cleaner doesn’t speak English??!! She was using her 6 year old daughter to translate. SMH
  Only for the cleaner to look around at the dust and dirt and tell us she doesn’t do that type of cleaning..
  LITERALLY THE WORST CUSTOMER SERVICE EVER!!!!!!
  The pictures speak for themselves. I will make sure to complain on every platform about this filthy disputable house and the deception from top villas. In addition, when we booked this- it had 5 stars, well the last review was may 2021 which is leading me to believe something is suspiciously not right for them not to have any reviews on this house in the last 2 years.
  It is now the last night of our 6 day stay and the bed is still broken. They keep giving us the run around and will not provide the insurance company information to file a claim.
  Worst experience ever. Save your money and time and DO NOT BOOK WITH THIS Top Villas and never do business with Florida Vacation Home rentals who is the management company

  Top Villas, LLC

  Date: 06/20/2023

  Dear Alexis,
  
  Let me start by thanking you for your comments. All of the feedback we receive from our guests is extremely important to us and we thank you for your honesty here.
  
  Firstly, I wish to offer my sincere apologies for the dissatisfaction caused by these issues. Having reviewed your case, I can see that we did investigate these matters thoroughly at the time and found that the property manager had done their very best to resolve all of these issues for you during the stay. The property manager did send both maintenance and housekeeping staff to the home in order to resolve the issues raised. However, we offer our sincere apologies if some concerns were not rectified by the end of your stay.
  
  With this in mind, we would certainly be more than happy to investigate the issues raised in your review. We will contact you directly today with a view to rectifying this matter for you. Alternatively, you can contact us at: [email protected]
  
  We sincerely apologise for the disappointment caused but thank you for your feedback.
  
  Kind regards,
  
  Rachel
  Guest Relations Supervisor
  Top Villas Ltd

• Review fromC. T.

  Date: 05/31/2023

  1 star
  NEVER AGAIN WILL I BOOK WITH TOP VILLAS
  We booked with Top Villas on 16/11/21 for 356 Storey Lake for 11 days. 14/12/22 we received a call from TV to say our original property was no longer available, we were give extremely limited properties to choose from being so late to our dates without paying thousands more. When asked why it was no longer available TV could not give us an answer. On later research we found 356 was flooding by the hurricane in November that year,. TV sent us an email stating our property had NOT been damage by the hurricane on 6/10/22. We took Storey Lake 713 (please note you do not get a physical address till 3 to 4 days before your arrival. **** ****** ***** was the physical address for 713. Within 30 mins of arriving our grandchildren's feet were black from the dirt on the floors. The bedding was stained, ripped bedding, wrong sized bedding on beds and pubic hair in one. We had to wash all bedding before we felt comfortable to sleep in any of the bedrooms. The dishwasher was full of black mold and broken. The pots that had been left in there by a previous renter were covered in black spots (mold). The couch was so stained we used a sheet to cover it . Broken stair rail, leg falling off a chair, broken beds. The circuit breaker in the kitchen went out Xmas eve, I cooked dinner in an instant pot in a bathroom. The only thing in the kitchen that accommodated 20 people was wine glasses. To say the kitchen was poorly equipped is a huge understatement . The management company did come out and fix the circuit breaker and other issues with the property. TV did finally offer us 1400 compensation, 1000 for the issues and 400 for reimbursement for strollers that we returned, wrong size and broken. To get this money I would have to sign an agreement to keep my mouth shut about Top Villas, NOT HAPPENING! Top Villas states "Properties are inspected weekly" what a joke. Photos sent to TV, they don't care, on to the next mug to rent from them.

  Top Villas, LLC

  Date: 06/07/2023

  Dear Coral,

  Let me start by thanking you for your comments. All of the feedback we receive from our guests is extremely important to us and we thank you for your honesty here.

  Firstly, I wish to offer my sincere apologies for the dissatisfaction caused by these issues. Having reviewed your case, I can see that we did investigate these matters thoroughly at the time and found that the property manager had done their very best to resolve all of these issues for you during the stay. We did provide you with a full formal response at the time, plus work order evidence showing that the issues reported were all resolved (as acknowledged in your review). Furthermore, I must advise that all of our rental homes are subject to rolling maintenance, housekeeping and pest control to ensure they stay at the highest standard possible for our guests.

  However, in recognition of the inconvenience caused to yourself, Top Villas did offer you a $1000.00 refund as a gesture of goodwill at the time. This amount equated to roughly 10% of your total booking cost, which we do believe was a fair offer under the circumstances. This refund offer was originally valid for acceptance until 02/28/23, however we would be happy to extend this offer until 06/21/23 as a gesture of goodwill on this occasion.

  If you wish to accept our offer or discuss this matter further, please contact us at: [email protected]

  Kind regards,

  Rachel - Guest Relations Supervisor for Top Villas

  C. T.

  Date: 06/21/2023

  Thank you for your response and apology, but you are hiding behind words and convenient issues of resolution, which does nothing to satisfy or even mitigate our situation.
  You did not respond to the initial "11th hour" property change (we had planned a family Christmas at the resort with 6 grandchildren ages from 3 to 10). The point of this is that we were in a position of no return with little option, having been consistently led to believe that the original property was available. During this limited time (6 days before our departure) we investigated availability of other properties that we were told were unavailable that subsequently let on VRBO for the same period and around the same cost as we paid. The point of this is that we trusted your agents and representatives to "ensure they stay at the highest standard possible for our guests". To be candid, we were offered a full refund.
  On arrival, as stated, the house was not what it was billed to be. Dirty floors, dirty furniture, dirty linen, facilities that had certainly benefitted from editorial license in advertising. Then there was the dishwasher... truly a health hazard, black mold throughout, completely unusable (additionally and probably causal, the unit did not have hot water piped to it). We bought slippers to keep the grandchildren's feet clean, we covered the grossly stained couch (it was disgusting) and we bought replacement disposable plates etc. because we did not trust the cleanliness of the stocked items and could not use the dishwasher. We completely laundered all the bedding. The stocked kitchen implements were woefully inadequate and about as cheap as you can imagine (the forks literally bent when trying to eat steak)
  And so to the thorough investigation and response.
  Yes the chair leg was fixed, the rail and the breaker (which was behind a locked door that the maintenance guy had to literally take off the hinges to access... he left it open for us in case of further issues). Yes someone did come to "fix" the dishwasher... the fix being getting hot water to it, but it remained unusable due to the chronic build up of mold... we were not willing to put the whole family's health at risk. The proper remedy here was a new dishwasher (we did try on several and repetitive efforts to sanitize the dishwasher using the programmed facility but it was just too far gone). The strollers were taken away as they were woefully inadequate (broken handles, too small, brakes that didn't work ($400)) and we ended up paying for other strollers that were more suitable for our needs ($200). As a note, when the person took away the strollers (and he was terribly rude and aggressive) he told us that we would be fully reimbursed the $400, something that was later confirmed by telephone at the local office.
  "Having reviewed your case, I can see that we did investigate these matters thoroughly at the time and found that the property manager had done their very best to resolve all of these issues for you during the stay". "The property manager had done their very best..." Well their very best was not good enough. During your investigation you (Top Villas) must have seen all the photographs and videos we sent. I can tell you that if I were putting my name to the statements you personally have made on behalf of your company the response would have been very different. Additionally, not at any time did a representative of Top Villas come to the property to see for themselves what we were communicating and we were in constant dialogue for the first several days.
  And so to compensation. The original offer (including $410 for the strollers) was $560 (net rental compensation $150), then $750 (net $340) and eventually $1,000 (net $590) which represents approximately 6% of our total original cost.
  "10% of your total stay cost is a fair offer".
  Our total cost (including buying slippers for the children because of the state of the floor, cooking utensils, cleaning supplies, food replaced from the freezer due to breaker outage, disposable plates, knives, forks etc. due to the state of the dishwasher and the mold covered crockery... was probably in the $11,000-$12,000 range. 10% equals $1,100-$1,200 and if 10% is a fair amount for this case that was "throughly reviewed" why did we start at $150? What value do you put on emotional stress and disappointment, of enjoyment interruption from trying to handle the myriad issues?
  We didn't get our $400 for the strollers despite an email from you on January 9th 2023 which stated "having liaised with the stroller supplier, I can confirm that they have agreed to offer you a full refund of the strollers at ($410.04) in apology for the inconvenience caused by these matters".
  In closing, we are people with high standards, we are not serial complainers. Our high standards pointed us initially to Top Villas due to the choice and range of properties and the statements that continue to be made on the web-site... truth in advertising... not these people.
  We have vacationed all over the world in all ranges of accommodation and we can safely say that this was one of the worst experiences we have ever had. It is obvious (from the state of the house we stayed in) that the claim of "highest standard possible " is about as far from reality as it could be. Yes, there well maybe contract employees going through these properties, but they are not performing their duties to the level of expectation either from us in this instance or the advertised standards of Top Villas. Seriously there is a massive disconnect here.
  We have and will continue to warn people about this gross misrepresentation, not out of spite or revenge, but in the hope that we can save some other unsuspecting and misled individuals the disappointment that we had. Additionally, that Top Villas take notice and amend their processes to represent the statements.
  Our advice to prospective clients of your company is to be very careful, do your research (there are lots of other horror stories out there... "just lies and finger pointing, the house was not clean and there were several other issues with the property"... "I do think their business model needs investigating, they take your money and imply that you have rented a certain house that is not even available"... "unclean walls and carpet, broken closet doors, ripped sofa, broken furniture"... "the carpet was filthy"... "the house was nasty"... "terrible customer service"... "we feel like we were lied to by Top Villas in order to make a good impression with BBB/we feel that Top Villas should adhere to the agreement that was made between us as a reputable company, not as an untrustworthy one"). The company are obviously misled in their processes (maintenance, inspection, photographic representations) which leads to misleading information in advertising and misrepresentation in written and personal correspondence.