The house was okay , but they took 4 days to answer problems we had at the house ( they we in the UK. to answer questions which had to be sent to someone else in Florida so no way you could get quick answers. It would take 2 or 4 days for any responses, no local help or local phone to get help. Ice machine doesn’t work, showers flood floors into bedroom, stove top and oven are hard to use - no instructions, beds are very hard, 1/2 lights out on deck, and in there ad to rent they say you have 2 kayaks to use and they were not there , they finally said they weren’t included with the rental but it states clearly in there ad to rent. it says two kayaks to use. On our 4th day they the dumped one -one seater to use in the parking area and didn’t bother to tell us it was out there. It would have been a lot more fun if we could have had the 2 kayaks to use. We asked for a local phone number incase we needed something when we checked in and they finally gave us one on our check out day Good Luck if you need assistance with anything Janie Roney
Our first problem was the house we choose suddenly was no longer on the rental market we were offered a refund or pay more for a different location obviously with a group of 8 and a few days to fly we had to take the more expensive option. They sent us to 16233 St Kitts Cir, Windsor Cay we arrived late at night we hadn’t been provided with a QR code need to access the development. Eventually security let us into development but we were told not to come back without QR code we had to wait until office opened next day. The property was very disappointing for the money we paid it was dirty dust on skirting boards, floors needed a good scrub, towels need to be up dated, pool was dirty, jacuzzi never worked weeds all over patio no loungers just chairs cigarette buts all around we don’t smoke and a barbecue with a pad lock on it. Air conditioning stopped working a maintenance guy did come the next day said its filters were stuffed. The air conditioning seems to be turned off remotely as we never touched it but it would go off all by itself. The house needs a deep clean, a paint, the patio area needs attention the pool guys came and cleaned it but apparently the motor was missing from jacuzzi they came back again but it wasn’t repaired. I reported all of this to top villas with pictures I haven’t had an offer of compensation I’ve being travelling to the USA for 20 years customer service is always over the top not this time. After reading response clearly Topvillas standards and mine are worlds apart shocking there should be no dirt or dust full stop or weeds
Really good customer service. Easy communication via email & phone. Any issues or questions I’ve had have been resolved quickly with a text, email or call.
This was the worse company I’ve ever booked under. They don’t care about the families renting these homes at all. We had a snake in our pool, ants all over the house ( one of the kids are allergic to ants), and termites in the bathroom and in the beds. We only asked for them to relocate us and they refused. They sent a man who barely spoke English to spray the house with RAID! Well on the back of the raid can it says to get your pets and plants out the house while using, DO THEY ACTUALLY THINK IM LETTING MY KIDS breathe all those harmful chemicals? No I’m not! I explained to them my grandbaby has a breathing issue but they didn’t care. I begged to be put in another house at any property but was denied several times. I took it upon myself to purchase another house on another property that was more safer for my family. Top villas had the nerves to asked if I’d left the property. Now why is that a concern if you’re not concerned about a poisonous snake biting my kids, a kitchen full of ants, and a bed full of termites? After returning home, they emailed me offering a 10% discount on my next visit!!! LOL I will never stay with this company again even if it was free!!!!! I just have a great advise for them……. Treat your properties on a regular, clean your houses, give the home a day of care after each family leaves!!!! NOW to consumers, don’t book through this company, you’re not important to them only your money is!
Jack Payne was AMAZING!!! He was Quick, Clear & Communication never stopped. We ran into a slight hiccup (no fault of his or TV), but he didnt rest until my family & I got the villa we wanted, and it exceeded our expectations! Many thanks to Jack & The Top Villas team!
Reply to Top Villas response: 1) Top Villas failed to conduct standard preventative maintenance. If they had, the electrical issue (and all other issues) would never had been a problem. 2) Top Villas informed me at 4:38 AM on the same day of the electricians work. Top Villas obviously knew before then, but failed to inform me in a timely manner, requiring a sudden cancelation of our plans that day. Due to the wording of their 4:38 AM email, it appears to me they waited until Tuesday to call the electricians. This is just one example of maintaining poor communication by Top Villas. 3) Top Villas, via Vrbo, has already removed the non-disclosure agreement from their offer . . . Top Villas is demonstrating they can't keep their story straight. 4) Top Villas reply fails to address all the other loss of amenities we endured. 5) Top Villas certainly did not do any investigation that I am aware of. Please tell us all about this investigation. Pictures and a report would be great. 6) Top Villas offer is not substantial. It is a lowball offer. 7) Compensation equivalent to one day's stay is fair. Your current offer is to low. In July of 2026 I rented ‘Oceanside 3’ through Vrbo with Top Villas as an unacceptable host. The unit rented was #G318 located at North Coast Village, 999 North Pacific Street, Oceanside, CA 92054. The unit we rented had clearly not been maintained since it had many obvious faulty (and unsafe) items. Top Villas lack of concern on this issue was troubling. Top Villas staff provided poor to non-existent customer service. I would never rent any property from Top Villas again. I would not rent this unit from anyone until its maintenance deficiencies were corrected. The pictures posted on the rental website were clearly older, for the unit is considerably run down now. The community property was excellently designed, maintained and cleaned by the North Coast Village HOA. The host charged me on different schedule than my Vrbo agreement. I spent a lot of time trying to get that corrected. After I discovered the first Top Villas employee I talked to had told other Top Villas employees things I never said I avoided phone contact and switched to IM and email. A lot of info from the host was contradictory or not provided. When they finally agreed to the Vrbo payment schedule they didn't actually follow it until I contacted them to correct it (again). Key drop off info not provided, even when requested. There were many more examples of contradictory or deficient information. There were more deficiencies than I care to write about in this review. I have already spent more time than I want to in dealing with both Top Villas and Vrbo. The worst deficiency was the electricity. Shortly after checking in half the 1st floor of just this unit lost power. That took out the WiFi, the main TV and bathroom lights. I traced it to a faulty GFI at the bathroom sink and/or a bad outlet near the table. I notified Top Villas that evening. 4 days later, at 4:38 AM Wednesday I got an email stating electrician would arrive 8 AM 'tomorrow'. At 6:30 AM Wednesday (after I woke up) I queried them and found out the electricians were actually scheduled for 8 AM Wednesday not Thursday! The electricians were from a local business and were great. They said it would take a full day to correct all the deficiencies they saw. They took care of the issues they were contracted for and believed the unit was safe for occupation, but still needed a lot of work. I requested a partial refund from Top Villas equivalent of one day’s stay. Top Villas would not issue any refund to me for loss of use, unusable amenities and the work I had to do on their unit unless I signed an agreement that limited my ability to post a review. I didn't sign. Both of their financial offers were much below what I was willing to accept. After contacting Vrbo they interceded on my behalf, getting the NDA requirement removed, but the loss of use refund is still too low for me to accept. It h
SCAM!!! Very deceptive pictures on website opposed to what the actual property looks like upon arrival. I just checked out off 911 Pebble Beach Dr Champions Gate community and it was 3 days of pure HELL!!! one of the beds were on the floor. I reached out to customer service immediately nothing was done about it. The air conditioning in the entire house was not working. The temperature would not lower past 79 upstart and 78 downstairs. Nothing was done. They sent someone out the second day whom they stated claimed it was fixed only for the scorching temperatures to persist. A concierge person named Jeremy came out and he witnessed the house being so hot the floors were moist causing a smell in the house, he also witnessed and took pictures of the dirty linen on the bed, as well as the whole bedroom and mattress on the floor!! He said the issues come from the house not being inspected and should've not been rented in that condition!!! There was a water leak in the ceiling which he stated could be from the AC unit. Jeremy also stated the next time book directly through JEEVES instead of Top Villas because Jeeves holds the owners more accountable for the upkeep of the property before rental. He also stated Reunion Resort is more up to par than champions gate!!. Ive begged for a refund or some sort of compensation because my family vacation was ruined and I'm constantly told I have to wait until after checkout!! They don't pickup trash on weekends so we were stuck with a house full of trash due to raccoons making a mess of one bag we placed outside for pickup on a Friday night. People please stay clear of TopVilla and especially this property!!! I will be sharing my review and pictures everywhere so nobody ever goes through what my family and I did. I have all pictures and proof.
I rented villa 463 at the reunion, we’ve stayed there in January 26’ with family, it was very nice, but had an ant problem. I rebooked it July 26’ and this time was worst! The hot water in 5 of the bedrooms did not get hot nor in the kitchen, we boiled water to wash dishes. Bedroom 6 television did not work, and day 2 of our stay the WiFi went out , so day 3 , 2 days w/o WiFi and kids we were fed up and called maintenance, which did come and fix the WiFi and water situation which got hot while they were there and then stopped, we shared 2 bathrooms for showers ! Other than that, the kids enjoyed the water park and we chilled by the pool to keep them distracted. Upon check out, we went outside to load our cars and 1 of the palm trees had broke in half and almost landed on our vehicle!!!! We have pics!! We love this resort and will be back just some issues need to be resolved ..
The reviewer enjoyed the spacious house and resort, finding them homely and conveniently located near shops and restaurants. • Their only concern was that housekeeping should thoroughly check all dresser drawers.
Lydia Del Renzio_Horsefield: A Seamless Experience
Lydia Del Renzio_Horsefield, the agent I worked with, was absolutely AMAZING!!!! She was immediately so responsive(which is important) and she made me feel as if my booking was important. I never had to wait a long time for a response from her and her communication was direct and detailed. I was working with another company prior to reaching out to Top Villas, and the difference is remarkable. Thank you so much, Top Villas for making my booking experience seamless! I did not even mention (on purpose) that the client I'm booking for is a well known star. Yet, I received white glove treatment!!
Jean Ayala was great. He answered all my questions promptly and even gave me more information and guidance. Truly made the experience smooth. Very excited for my trip next month.
