Business Profile

Vacation Rentals

Top Villas, LLC

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Complaints

Customer Complaints Summary

30 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We booked a vacation stay through Top Villas in *******, **. they charged my card $1948.53 and required a photo copy of my ID front and back.A week later they emailed to say that the rental had been double booked and would be unable to accommodate is. I demanded a refund but they have a lot of personal information. Now I am seeing reviews that they are scammers. I have filed a police report with Forsyth County PD (Case# **********)
Business Response
Date: 03/28/2025
Top Villas have issued a full refund on March 27th due to the home leaving the property managements program and therefore no longer being available with Top Villas. Alternative properties or a full refund were offered. The guest opted for a full refund, which has been issued and the confirmation email was sent. This will appear in the guest's account within 7 - 10 day, depending on their provider.
Customer Answer
Date: 03/28/2025
I researched this company this morning and found out that it is a scam. Please see attached the information from *********** warning people of this company. If you ****** search this company you will find the attached information that I did from *********** Warning people. Attached is exactly what happened to me and even names the same person that I dealt with. I have contacted my local police department and I filed a police report. The authorities are investigating.
Customer Answer
Date: 04/01/2025

Complaint: 23128018

I am rejecting this response because:
I researched this company this morning and found out that it is a scam. Please see attached the information from *********** warning people of this company. If you ****** search this company you will find the attached information that I did from *********** Warning people. Attached is exactly what happened to me and even names the same person that I dealt with. I have contacted my local police department and I filed a police report. The authorities are investigating.

Sincerely,

******* *****
Business Response
Date: 04/04/2025
Top Villas has processed a full refund - this will be with the guest within the next few days if they have not received it already. This is the resolution the guest was seeking and Top Villas have fulfilled their request.
Customer Answer
Date: 04/08/2025
Hi, I hope all is well. Just a little update. TopVillas is running a bait and switch operation and has been doing so for at least 7 years. Please see attached a complaint from someone 7 years ago. This is EXACTLY what happened to me. In the article from Tripadvisor it even names the same person that I dealt with who is Elodie.
Initial Complaint
Date:01/19/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our family is currently staying at a Top Villa property - *****************. On the first day of our stay, 1/15/25 we noticed the pool heater (paid additional daily charge for), pool lights and hot tub blower were not working. Top Villas sent someone to look at it. Maintenance team came and did nothing and yet Top Villas sent email saying issue was solved. Spent 1st day at property without functional amenities.Multiple emails and calls on Thursday, 1/16/25 requesting *** on fixing pool and did have maintenance RETURN to look at it and was informed they need to purchase part and was not sure of timing. I then asked Top Villas to move to another villa with a functional pool ASAP since I was not receiving the amenities I paid for, and my kids were missing out more and more each day as this draws out. I also requested to be reimbursed for the days I am staying without access to the amenities I paid ****** is now our last day of our short vacation and my family is miserable.We paid a lot of money for kids to swim in private pool and the response from Top Villas is sorry for inconvenience. Officially requesting refund on days spent 1/15 1/19. I can submit email trail stating I want to be transferred to a villa with a working pool Additionally I have documentation from Top Villas there was a maintenance hold on this property less than 2 weeks prior to me booking this property and the license information posted within this property expired September 2024.
Business Response
Date: 01/21/2025
Top Villas is actively investigating the case involving the ***** family and collaborating with the property manager to negotiate a fair and appropriate resolution. This matter remains under negotiation, and a compensation offer will be provided upon the conclusion of our investigation.
As outlined in our Terms and Conditions, Top Villas reserves a period of up to 60 days to resolve such cases. However, please be assured that discussions with the property management team are already underway to expedite the resolution process.
Customer Answer
Date: 01/21/2025

Complaint: 22831492

I am rejecting this response because:
Resolution of this should not take 60 days.

Sincerely,

***** *****
Initial Complaint
Date:01/06/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reserved and prepaid for a cabin near **********, **. When we arrived, the road was not passable up to the cabin. Very muddy and frankly dangerous. I almost ran off a cliff in trying to get there. Tried for an hour without success. Since we couldnt use the cabin, I asked for a refund of the $1500 we had paid. That was refused. Need your help
Business Response
Date: 01/09/2025
***** and his party reached out to Top Villas on December 23rd advising that they were not able to travel up the road where the home was located and demanded a refund. They advised that they will not be staying in the home and booked another one themselves. This did not allow Top Villas a chance to assist with the issue and unfortunately Top Villas are not to be help accountable for the weather conditions. Furthermore, whilst discussing the issues with the property manager the guest has charged back the funds with their credit card company, which is a breach of contract.
Customer Answer
Date: 01/09/2025
I did contact Top Villas representatives when the road was impassable. They tried to find another route to the cabin but none was available. We asked if another cabin was available. One was not. Our only option at that point was to try to find another cabin without their help. We had just driven 16 hours from ******* and really did not want to start back then. We tried for over an hour to find another way to get to the cabin. It was not possible and Top Villas said they could do no more. So we found another cabin on our own at an additional cost which we paid. Top Villas did not provide the reserved cabin nor an alternative. They owe the refund.
Customer Answer
Date: 01/09/2025

Complaint: 22775465

I am rejecting this response because:

I did contact Top Villas representatives when the road was impassable. They tried to find another route to the cabin but none was available. We asked if another cabin was available. One was not. Our only option at that point was to try to find another cabin without their help. We had just driven 16 hours from ******* and really did not want to start back then. We tried for over an hour to find another way to get to the cabin. It was not possible and Top Villas said they could do no more. So we found another cabin on our own at an additional cost which we paid. Top Villas did not provide the reserved cabin nor an alternative. They owe the refund.

Sincerely,

***** *****
Business Response
Date: 01/10/2025
Top Villas is unable to offer a refund for this reservation per the terms and conditions, which the guest agreed to upon booking. Within the terms and conditions it clearly states that Top Villas are not liable for issues related to adverse weather conditions and that refunds are subject to the discretion of the property manager. Top Villas have communicated your concerns to the property manager, but unfortunately, they have declined to authorize a refund in this instance due to the lack of control over weather conditions. We appreciate your understanding that we are bound by the policies of the property manager and the agreement terms set forth at the time of booking. We recommend contacting your travel insurance provider to explore whether this situation may qualify for coverage under your policy.
Customer Answer
Date: 01/15/2025
I reject the response. The road was impassable making it impossible to use the cabin for which I paid for in advance. It is not fair to refuse a refund for a property that cannot be used. That goes against any consumer right. Is my only remaining option to sue them?
Customer Answer
Date: 01/21/2025

Complaint: 22775465

I am rejecting this response because:

I reject the response. The road was impassable making it impossible to use the cabin for which I paid for in advance. It is not fair to refuse a refund for a property that cannot be used. That goes against any consumer right. Is my only remaining option to sue them?

Sincerely,

***** *****
Initial Complaint
Date:12/12/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Villa rental for dates ***** Oct 2024. Payment was made in 3 separate increments. (08/12/2024-$1,205.58, 07/29/2024-$311.40 and 09/03/2024-$46.75) Totaling $1573.63 Company was contacted about rescheduling our reservation due to an executive Order to evacuate placed by the governor of Florida for Hurricane ****** for the area that the villa's were located. They agreed to allow us to reschedule but when dates were submitted they increase the cost of the reservation. I informed them that we didn't want to spend additional funds, so they said to choose another date. When I provided the second set of dates, they stated I missed their deadline and they would no longer honor the rescheduling. The company stated that the only thing they would be able to do is add a day to the current reservation, which by the time Hurricane passed, the reservation days had started. So giving us an additional day onto the reservation was unreasonable because Me and other family members were traveling from different states for this vacation and due to the Hurricane flights were canceled. All we asked was for a different date, since this was caused by a situation not under our control.
Business Response
Date: 12/30/2024
***** contacted Top Villas on October 6th, 5 days before their scheduled arrival, to request a change to their reservation. In response, Top Villas informed them that they would consult the property manager regarding the possibility of adjusting the reservation dates. As Top Villas operates as a booking agent, any changes to reservations are subject to the property manager's approval, per contractual agreements.
The property manager advised that a date change was possible, we must know before October 10th. ***** requested a date which came with a rate increase, which she did not want to commit to and therefore a decision was not made by ***** before the deadline. The property manager advised that their dates could still be pushed back a day to accommodate any difficulties travelling, however a complete date change was now not possible. Furthermore, this was covered under the Force Majeure clause in the terms and conditions, however, the property manager was willing to compromise.
Its important to note that Top Villas had recommended the purchase of travel insurance to ***** on multiple occasions during the booking process to cover unexpected situations like this. Additionally, since this has occurred, ***** has processed a chargeback with her credit card which is a breach of contract and no further compensation will be offered. As Top Villas had already paid the full booking amount to the property manager, and the cancellation due to the hurricane is governed by the terms and conditions, a refund from Top Villas is not possible. Top Villas has deferred this matter to the credit card company for resolution per the guest's request, which we believe is a fair and final decision.
Customer Answer
Date: 12/30/2024

Complaint: 22679046

I am rejecting this response . The company stated they gave numerous attempts for insurance and that is an absolute lie. All correspondence was done via email and at no time was insurance mentioned. The property did not inform me that I needed to respond with a new date by the original deadline. If they had told me that one would have been given. The extended date that was offered was after the stay was supposed to be in progress and one day would not have allowed members of my family to procure airline tickets and arrive with time to stay. I feel as though since they had my money, they did not care. In response to me contacting the bank, this was done because the company kept brushing me off and stating that they would reach out to the property manager and I didn't hear back from them until I told them I contacted the bank about my options. Even if you all can't do anything, I think this company process should be flagged. If they were willing to work with me and I have them another date one day after the deadline, they should have accepted the date if it was available, since they did have over $1200 of my money.

Sincerely,

***** *******
Business Response
Date: 01/09/2025
Top Villas insurance on July 29th, an attachment has been included for your perusal. Top Villas offered the date change as a gesture of goodwill and made sure the terms of the date change were made clear. As mentioned previously, Top Villas are covered for the effects of the hurricane under Force Majeure within the terms and conditions and therefore are not required to offer a refund. As another gesture of goodwill, Top Villas are happy to extend a discount off of a future stay.
Initial Complaint
Date:10/09/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked a villa at topvillas reservation dates 10/9-10/14. Of course due to hurricaine ****** no travel is allowed airports closed state of emergency. I want to amend dates of booking.
Business Response
Date: 10/10/2024
Top Villas has offered the guest the option to move their dates due to Hurricane ****** and feel this is a fair resolution.
Customer Answer
Date: 10/12/2024
Last correspondence received was they are reaching out to property manager to ask about future dates have not received any correspondence since. Correspondence received October 10 at 2:13pm.
Customer Answer
Date: 10/16/2024
Top villas has responded with alternate dates that do not work Oct 20-Oct 26. ******* is still recovering from 2 catastrophic hurricanes ****** and ******. We asked to have the dates moved to March or April of 2025 and they rejected the offer. I do not wish to close my complaint and wish to keep my complaint open unless we can come up with a fair and favorable resolution.
Customer Answer
Date: 10/16/2024

Complaint: 22400753

I am rejecting this response because: dates offered Oct. 20- Oct 26 are not acceptable. Need to move dates to March or April 2025. State of ******* is still recovering from back to back catastrophic hurricanes ****** and ******.

Sincerely,

******** ******
Business Response
Date: 10/18/2024
Top Villas are still working with the property manager to try and seek a further resolution.
Customer Answer
Date: 10/25/2024
As of October 22, 2024 correspondence from Top Villas has continued to reject all attempts to resolve the issue stating provisions regarding force ******. Only solution was a alternative to push dates to travel between Oct. 20th - Oct 28th which was impossible as guests to cooridinate travel from **********, ******** and *******. **** along with ****** activated its extenuating circumstances policy applicable on bookings, TopVillas has not. We have asked to have dates rescheduled between March and May which is a slower season for bookings and this was refused.
Customer Answer
Date: 10/30/2024

Complaint: 22400753

I am rejecting this response because:
As of October 22, 2024 correspondence from Top Villas has continued to reject all attempts to resolve the issue stating provisions regarding force ******. Only solution was a alternative to push dates to travel between Oct. 20th - Oct 28th which was impossible as guests to cooridinate travel from **********, ******** and *******. **** along with ****** activated its extenuating circumstances policy applicable on bookings, TopVillas has not. We have asked to have dates rescheduled between March and May which is a slower season for bookings and this was refused.

Sincerely,

******** ******
Business Response
Date: 11/18/2024
The guest has chosen to pursue legal action to resolve this matter. Top Villas will respond promptly and appropriately to any legal proceedings or inquiries from their legal representatives and will continue all correspondence through these channels
Customer Answer
Date: 11/28/2024
Not satisfied with business response. Very disappointed Top Villas has maintained it's response and continues to retain the funds. Additionally also keeping a paid cleaning fee of $750.00 for which there was NO CLEANING as we could not utilize our reservation due to NO TRAVEL.
Customer Answer
Date: 12/02/2024
Not satisfied with business response. Very disappointed Top Villas has maintained it's response and continues to retain the funds. Additionally also keeping a paid cleaning fee of $750.00 for which there was NO CLEANING as we could not utilize our reservation due to NO TRAVEL.
Business Response
Date: 12/05/2024
Top Villas requested the refund of the cleaning fee from the property management company, but unfortunately as the guest decided not to travel this resulted in a full forfeit of the funds per the terms and conditions. As mentioned previously, alternative dates were offered as a compromise outside of the terms and conditions, but again these were refused.
Customer Answer
Date: 12/05/2024
The response of the guest decided NOT to travel, the guest nor anyone else could travel due to the Hurricaine - NO TRAVEL So to say the guest decided not to travel is a totally INCORRECT statement. Totally unsatisfied.
Initial Complaint
Date:10/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/19/2024 I purchased a vacation rental through Top Villas in the amount of $1650.78 and also paid an additional $265 for pool heat. We did not purchase travel insurance as we had no plans to cancel our trip. Prior to our trip ****** became a major hurricane and Florida issued a state of emergency. ******* was under hurricane warning. Mandatory evacuations for millions in ******* were ordered. I immediately reached out to Top Villas on Saturday evening to see if they would allow me to move my vacation week to another week that was available. I was told someone would get back to me. Sunday I had not heard anything and once again reached out to Top Villas. I was told they would reach out to the property manager but that didn't believe it would be possible. I was not looking to cancel or receive any money back that was paid - I simply wanted to change the dates to something else that was available at the same vacation rental. I received an email around 1030 Monday morning and was informed at the present time they were not willing to allow me to change the dates and to file a claim with travel insurance. They offered no other alternative and would not offer special circumstances due to the storm. I can understand if I wanted to cancel all together but this was simply wanting to change to other dates that the villa was available that was not within the storm time frame.
Business Response
Date: 10/08/2024
******* contacted Top Villas on October 6th, just over 24 hours before his scheduled arrival, to request a change to his reservation. In response, Top Villas informed him that they would consult the property manager regarding the possibility of adjusting the reservation dates. As Top Villas operates as a booking agent, any changes to reservations are subject to the property manager's approval, per contractual agreements.
The property manager advised that since ********* check-in date fell before the Hurricane and his cancellation request was covered under the Force Majeure clause in the terms and conditions, they were unable to accommodate a date change. Instead, the property manager suggested that the guest pursue a refund through their travel insurance provider.
Its important to note that Top Villas had recommended the purchase of travel insurance to ******* on multiple occasions during the booking process to cover unexpected situations like this. As Top Villas had already paid the full booking amount to the property manager, and the cancellation due to the hurricane is governed by the terms and conditions, a refund from Top Villas is not possible.
To support this dispute, the following documentation is provided:
Email offering travel insurance

If further information is required, please feel free to reach out.
Customer Answer
Date: 10/08/2024

Complaint: 22394027

I am rejecting this response because:
Again- I was not cancelling the reservation. We simply were asking to be accommodated to choose another date in which we would not be in the middle of a category 5 storm- this villa has plenty of open dates on their booking calendar. A company who can't work with their customers regarding this should not be in business. I never asked for a refund and I never asked to cancel. From reading all of the other complaints on BBB regarding Top Villas this seems to be how the regularly operate their business. I will submit a complaint against the management company, notify the mayor of ******** and inform the govorner of florida exactly how Top Villas operates. Instead of telling customers to file a claim against insurance in the midst of a catastrophic storm the proper way to to business to to see what other dates would be open for your customers to come back- that's how you earn repeat business.
Sincerely,

******* **********
Business Response
Date: 10/28/2024
Top Villas recognizes that the guest wishes to reschedule rather than cancel their stay. However, due to our contractual obligations with the property manager, any date adjustments require their approval, and we are unable to make changes without it. We understand the impact of the hurricane, which was beyond anyone's control, but this situation is addressed in our terms and conditions. Additionally, while the original check-in was scheduled for Monday, October 7th, the hurricane ultimately altered its path and missed the area when it passed through ******* on Thursday, October 10th.
Initial Complaint
Date:09/17/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at a resort in ******* in June 2023 and the home was not what I signed up for. There were a number of issues from the first night. There was a box spring and mattress on the side of the house when we first arrived and trash outside the front door. Once we got inside of the house, half of the house had no electricity. I had to call the emergency line and it took over 30 minutes for someone to call back. The games were broken in the game room, the couches and mattresses were dirty. There were roaches in the house, the bedframe in one of the rooms was broken. I paid an extra $228 for pool warming and that did not work for 2 days. On the second day, there was plumbing issue and f**** was backed up in the toilet and in the sink. We had to wait for the next day for someone to come out and clean the f**** We also were notified in person by the water company that there was a leak outside of the home which was causing the plumbing issues.I called the office several times for all of these issues and also asked to be moved to another property. I had children there from the age of 2 months to 14 years old. I was afraid that the roaches could have crawled into the kids ears. I also asked the company for a refund, and they told me that it would take 60 days for the management department to decide. Once I filed a complaint with ***********, Top Villas stop communicating with me. I would like someone from your office to do an investigation. I have filed this complaint through your dispute department but somehow what ever documents that was provided from Top Villas was taken into consideration.
Business Response
Date: 09/20/2024
On June 19th 2023, Janet Wright contacted Top Villas via phone call reporting a sighting of roaches in the home, which Top Villas further reported to the property manager. Top Villas chased the property management team for an update on when pest control would be sent to the home, which they confirmed that pest control was sent to the home at 2:04PM on the same day.
Janet sent images of the cockroaches, mattress, showers and beds which were forwarded to the property manager to address. The property manager advised that they attended the home to address the issues the same day. Upon entering the home the maintenance team found a dog, which had not been authorised before their arrival. An additional cleaning fee of $350 was charged to Top Villas for the unauthorised pet.
On June 20th new bed sheets were delivered and the technician arrived to rectify the broken beds but was asked to leave by the party and therefore not given the chance to address the issues raised.
June 22nd, Janet and her party advised that the toilets were backing up into the sinks in the bathrooms and compensation was requested. The property manager sent over the technician to address the sinks, however, they were again refused access to the upstairs bathrooms to address the issues.
Due to not being given the chance to rectify the issues, and the outstanding fee for the unauthorised pet the property manager did not offer any form of compensation. Top Villas covered the unauthorised pet fee as a gesture of goodwill for the inconvenience caused. Furthermore, Janet Wright disputed the funds with their credit card company and therefore breached their contract with Top Villas per the terms and conditions below:
32.4. Guest waives any right to dispute a credit or debit charge, request or demand a chargeback or
dispute that a detailed item description was provided, contact information was clearly and
prominently displayed, and grievance policy instructions were provided.
The chargeback resulted in Top Villas favour and therefore the bank agrees that a refund is not warranted for the party. Top Villas covered the $350 fee for the unauthorised pet and feel that this is a fair resolution.
To support this dispute, the following documentation has been provided:
Correspondence between Top Villas and customer;
Pest control confirmation
Maintenance log from the property manager showing refusal to let them app
Rental agreement signed by the customer.
Should any additional information be required, please let us know.

Customer Answer
Date: 09/20/2024

Complaint: 22298026

I am rejecting this response because: Top Villas is providing inaccurate information. I have provided emails to show the inaccuracy. Also, the person that came unannounced was suppose to come the day before so we were caught off guard to enter the home and a stranger was there. The dog that was there was from a family member visiting that lives in Florida. The dog was removed as soon as my family and I returned from the splash park. We did not breach the contract at all
That was explained and never was told that we would be charged a fee for a dog being there for 2 hours. Compared to the conditions of the home, that should have been irrelevant at that time. From the first night and days after the service call, that was the only time the dog was reported or seen because it was from our guest.
Sincerely,

Janet Wright
Initial Complaint
Date:07/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The home my family and I stayed at which was Veranda Palm 132 was too hot. I called about the air on Friday someone came out Saturday went upstairs for about 5 mins and left, he didnt speak good English and didnt communicate anything before leaving. He didnt fix the problem and the thermostat was 77 degrees the entire stay. I also paid to have 2 grills and olny one worked. The k**** was broken and couldnt turn it on, I also called around it and I was told the someone will be out to fix or replace it and neither happened.It took use longer to get food prepared because of this. I reached out to the host specialist ************** and he stop responding. I never seen someone out of office as much as he was and directed me to contact someone else. I have rented Airbnb before and this one by far the worst experience Ive had. And I like to be compensated for my problems. I also had a home in ********** and the guard *** doesnt deserve a job the way she talked to guess. You should never take your frustration out on someone else. My guess list didnt get updated on their end so my guess couldnt get parking pass to I called it in after I had already filled out the list information.
Business Response
Date: 07/22/2024
On February 9th 2024, ********************* made a booking with Top Villas for a rental villa (************* 132) for a stay between July 4th - 7th 2024. On July 4th 2024, ********************* made a separate booking with Top Villas for a rental villa (**********************). The guest received both rental properties as advertised and both services were rendered.
On July 5th 2024, the guest emailed Top Villas reporting that the ** was too warm at the ************* property. Two hours later, Top Villas emailed back confirming that the issue had been reported to the property manager for resolution. Later that day, the property manager confirmed that their maintenance team would attend the home as soon as possible to resolve the issue. In the meantime, an industrial fan was provided to mitigate the circumstances.
On July 6th 2024, the guest called to report that the ** was warm again and that one grill (out of two that had been delivered) was not working. Top Villas emailed the guest on July 7th 2024 to advise that the grill supplier would be happy to deliver another grill if this was needed. However, we did not hear any further from the guest until their stay had ended. The guest did confirm that they were able to cook their food and utilised the other grill for their stay.
***** is a Sales Agent at Top Villas and so she is not the correct person to deal with any in house issues that the guest may have experienced. This is why she directed the guest to contact our Support Team, who did keep in contact with the guest and the property manager during their stay regarding the resolution of their concerns.
With regards to the guest list issue at the *********** property, the guest did not sign their rental agreement or provide their guest list until July 5th 2024 which was their day of check in. Usually, we expect our guests to sign their rental agreement and provide their guest list at least one week (or at the latest 48 hours) before their check in day. As **** did not sign her rental agreement or add her guest list until the afternoon of their check in day, Top Villas were unable to register their guests with the resort until their check in day, causing a delay with their guest list being sent to the security gate staff. Top Villas emailed the guest at 11:49am on July 5th 2024 requesting that they urgently sign their rental agreement and provide their guest list. The guest signed their rental agreement and provided their guest list later on their check in day (07/05/24), meaning that there was a delay in their guest list being registered with the resort security gate staff. Top Villas have attached a copy of the rental agreement for the ****************** 742 property, which clearly shows that the document was filled out and signed on 07/05/24 (their check in day).
Top Villas registered Taras guest list with the security gate staff as soon as we received this information from the guest and they were allowed access to the resort. Any delay to the guest list being registered to the security gate was the clients responsibility due to not signing their rental agreement until their day of arrival.
Whilst Top Villas were sorry to hear that the gate staff were rude to the guest, these are not our staff and this matter was not reported to us at the time, meaning that we were given no opportunity to investigate this matter for them.
Despite the fact that we did not hear back from the guest, Top Villas emailed them back on July 8th 2024 offering a 5% discount off of a future booking, as our own gesture of goodwill. The guest did not respond to this offer and we did not hear anything further from the guest until we received this BBB case notification the same day.
The home was in excellent condition prior to the cardholders stay and general maintenance and housekeeping is carried out periodically in order to ensure the home is in perfect working order. Top Villas have also attached a copy of the door access log for ****************** 742 as proof that the guest utilised the home for the entirety of their booked dates (07/05/24 - 07/07/24). None of the minor issues raised were a concern to safety nor did they stop the cardholder from using the property for the entirety of their booked dates (which they did).
In conclusion, Top Villas are confident that we responded to the concerns reported during the stay fairly and expeditiously. Based on this fact the cardholder is not due a full refund. However, Top Villas would be willing to offer a refund of $135.10 as a gesture of goodwill only, if the cardholder wishes to sign and return a Top Villas refund waiver. This amount equates to a full refund of the grill cost, which we do believe is a fair final offer under the circumstances. Top Villas will send the guest a refund waiver to sign if they confirm their acceptance of our refund offer.
To support this dispute, the following documentation has been provided:
Emails with Customer & Property Manager;
****************** 742: pre-arrival home inspection report & door access logs;
Welcome information emailed to guest on 07/05/24 for ****************** 742;
Veranda Palms 132: emails and work orders from property manager;
Rental agreements signed by the customer & ********************** terms and conditions & the booking process completed by the guest.
Should any additional information be required, please let us know.
Initial Complaint
Date:05/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our family stayed at this rental by Top Villas on April 18th-23rd, 2024: ********************************************************************************************************************************************************************************************* Total Amount Paid: $27,613.76 ******* on 12/10/24 ********* on 2/6/24 ****** on 2/16/24 Reservation Number: QJXELK Despite a 4.99 star review and promises of luxury living and an incredible range of amenities," we had a horrible experience (outlined below) and are seeking a full refund for this rental for deceptive advertising.Here are just a few of the issues that we documented and shared with Top Villas (with photo documentation):- Could not get into house upon arrival - Grill was hazardous/filthy - Bathroom doors do not close - Lights automatically turn on at night, blinds didnt stay closed - Broken showers, dishwasher, stoves, sinks, toilets, elevator, freezer - Six broken arcade games (incl. Basketball free throw, golf simulator)- Inch of water flooding through ceiling on second floor - Sewage backing up in Master Suite, making house smell like ***** matter - Broken AC in multiple rooms - Dishes/silverware/pans were mostly dirty and unusable The Property Manager refused to send in assistance for many of these issues. As a result, many of us were unable to sleep or even stay in the house during the day.***************************, Guest Experience Specialist, was unable to get resolution with the property manager and emailed us the following: I have been back and forth with the property manager regarding the issues you experienced during your stay but unfortunately, they have advised that they are not offering any compensation on this occasion. Please be assured I do not agree with the stance of the property manager and truly feel you should be compensated for the issues you experienced.Contact: ************************************************************************************************************ Thank you!
Business Response
Date: 06/11/2024
On December 10th 2023, ************************* made a booking with Top Villas for a rental villa (************** 0) for a stay between April 18th - 23rd 2024. ************************* was a guest on this booking.
On 04/19/24, Top Villas received a voicemail from the guest reporting that the toilet in the master bathroom was not flushing and the front door code was not working. The door code started working on their check in day as contracted. Therefore, this concern was resolved.
On 04/19/24, the guest also reported that one shower was not draining, one hand shower was not working and that the grill outside needed cleaning. Top Villas reported these matters to the property manager immediately. The property manager responded 3.5 hours later confirming that he had personally attended the home and showed the guest how to use the shower and hand shower correctly. The property manager also used the p****** to rectify the toilet blocked by the guest. Top Villas emailed the guest during the evening of 04/19/24 advising that all of the issues raised had been resolved.
On 04/21/24, the guest called Top Villas reporting a leak in the home in the master bedroom on the second floor. Top Villas emailed the property manager that day to report the issue. The property manager himself attended the home to shut the breaker down, removed the blockage from the toilet and confirmed that staff would attend the home the next day to check the toilet was working correctly. The property manager did advise Top Villas at this time that the guest's wife stated to him that the blockage was caused by her husband (a guest in the home). Therefore, the property manager asserts that the main issue raised in this complaint was caused by the guest.
On 04/22/24, the guest reported that they did not like the automatic lights turning on in the night, however these are integral to the home and cannot be changed according to guest preference. They also reported that the dishwasher bottom rack was broken, one ring on the stove was working, a blocked sink, some arcade games not working, a leak from the upstairs bathroom, elevator working intermittently, AC not working in one bedroom, blinds wouldnt close in one bedroom, not enough kitchen pots and pans, plus one freezer not working. Whilst they apologised for any dissatisfaction, the property manager responded that day advising that there were other ovens, freezers, dishwashers, sinks and 13 other bedrooms (with working blinds and AC) within the home for the guests to use. The arcade games are mechanical appliances that can require maintenance due to constant use causing wear and tear. A work order was opened by the property manager, to get the arcade games fixed as soon as possible. The dishes, silverware and pans mentioned in the guests complaint were all usable for the guests stay.
Furthermore, the property manager advised that the guest had been told not to use the toilet they had previously blocked (which caused a small leak in the home). Despite this, the property manager says the guest used it again, thus causing the issue to get worse. With this in mind, the property manager advised that the guest would be charged for any damage caused by the blocked toilet and resulting leak. The property manager later advised that $2348 of damages had been caused to the property by the guest, however they have not followed up on this as of yet.
On 04/23/24, the guest emailed Top Villas advising that one bathroom door upstairs would not close properly. Whilst we apologise for the inconvenience, the property manager advised that there were ******************** the home that the guest could have used, with working bathroom doors. The guest also confirmed in this email that the leak had been fixed and resolved. Top Villas have attached an email from the property manager confirming that the leak was repaired on 04/23/24.
The guest requested a full refund of their total booking cost within their email from 04/23/24, despite having used the home for the entirety of their stay and actually being in the home when the email was sent. Nevertheless, later that day (when the guest had departed the home as scheduled), Top Villas emailed the guest advising that a full post stay investigation would be undertaken and we would respond to them as soon as possible.
On 04/24/24, Top Villas emailed the property manager requesting a 10% refund as a gesture of goodwill for this guest. The property manager responded advising again that the guest had caused $2348 worth of damage to the property due to the toilet they blocked (which had caused a leak) and so no compensation would be offered.
Despite this, on 05/14/24, Top Villas emailed the guest offering a refund of $2017.40 as our own gesture of goodwill, which equates to a 10% refund of their property rental fee. The guest responded that day advising that they would discuss the offer with their parents and get back to us. However, Top Villas did not hear anything further from the guest, until we received this BBB case notification on 29/05/24.
The home was in excellent condition prior to the cardholders stay and general maintenance and housekeeping is carried out periodically in order to ensure the home is in perfect working order. None of the minor issues raised were a concern to safety nor did they stop the cardholder from using the property for the entirety of their booked dates.
In conclusion, Top Villas are confident that we responded to the concerns reported during the stay fairly and expeditiously. Based on this fact the cardholder is not due a full refund. However, Top Villas would be willing to honour our previous $2017.40 refund offer as a gesture of goodwill only, if the cardholder wishes to sign and return Top Villas refund waiver (sent to them on 05/14/24) by 06/28/24.
To support this dispute, the following documentation has been provided:
Emails between Top Villas and Customer;
Emails between ********************** and Property Manager & damage costs from Property Manager;
Property information on Top Villas website & Welcome pack sent to guest prior to travel;
Rental agreement signed by the customer;
********************** terms and conditions & the booking process completed by the guest.
Should any additional information be required, please let us know.
Customer Answer
Date: 06/21/2024
Hi *****,
We are not satisfied with this response from Top Villas and
First, we would like to point out that Top Villas made many statements that were misleading or outright false in their response. Just a few are below:
The door code started working on their check in day as contracted. This is misleading. When we arrived, we were unable to get into the residence because the code they provided was incorrect. While the door code started working on the check in day, it did not start working at the check in time.
On 04/19/24, the guest also reported that one shower was not draining, one hand shower was not working and that the grill outside needed cleaning. We reported that the grill needed maintenance, not cleaning, due to a dangerous grease buildup that could lead to an uncontrolled fire. They sent cleaners in response, who were unable to fix the issue.Top Villas reported these matters to the property manager immediately. The property manager responded 3.5 hours later confirming that he had personally attended the home and showed the guest how to use the shower and hand shower correctly. While the smart shower technology was confusing and required some training, the shower handle was also broken. The property manager omits that our guest couldnt control the temperature as a result and did not have use of their shower.
On 04/21/24, the guest called Top Villas reporting a leak in the home in the master bedroom on the second floor. Top Villas emailed the property manager that day to report the issue. The property manager himself attended the home to shut the breaker down, removed the blockage from the toilet and confirmed that staff would attend the home the next day to check the toilet was working correctly The property manager did advise Top Villas at this time that the guest's wife stated to him that the blockage was caused by her husband (a guest in the home). Therefore, the property manager asserts that the main issue raised in this complaint was caused by the guest. This is outright false. There was no blockage at any point in time. Our guest reported that the master bedroom and the first floor kitchen toilets would not flush unless they were unplugged and plugged back in. This was smart technology that was not working, and we reported it because it was inconvenient. They fixed the master toilet by turning off the breaker, rendering the toilet non-working, and then turned it back on at the request of our guest.
Second, there are several instances where Top Villas failed to deliver on their advertised rental/amenities that the guest paid for and suggested that the responsibility was on the guest to accept the issue and adjust accordingly. This is the worst kind of bait and switch that repeatedly attempts to gaslight and intimidate the customer into accepting less than the service they paid for with an attempt to frame the customer as unreasonable. Here are a few examples:
On 04/22/24, the guest reported that they did not like the automatic lights turning on in the night, however these are integral to the home and cannot be changed according to guest preference. Any bedroom light (or bathroom light when there is no door between the bathroom and bedroom) should have an off setting. This is a standard in hospitality, not a preference.
They also reported that the dishwasher bottom rack was broken, one ring on the stove was working, a blocked sink, some arcade games not working, a leak from the upstairs bathroom, elevator working intermittently, AC not working in one bedroom, blinds wouldnt close in one bedroom, not enough kitchen pots and pans, plus one freezer not working. Whilst they apologised for any dissatisfaction, the property manager responded that day advising that there were other ovens, freezers, dishwashers, sinks and 13 other bedrooms (with working blinds and AC) within the home for the guests to use. Each family had specific dietary restrictions and required their own kitchen with working amenities. Sharing kitchens was not an option. Also, every bedroom was full. Any guests with broken air conditioners or blinds had no other option. We paid a large sum for this house because it had the number of kitchens and bedrooms we required. If we knew the actual state of this house, we would have gone elsewhere.
On 04/23/24, the guest emailed Top Villas advising that one bathroom door upstairs would not close properly. Whilst we apologise for the inconvenience, the property manager advised that there were ******************** the home that the guest could have used, with working bathroom doors. Same comment as above. Top Villas is accepting fault here but doesnt provide a workable solution, since all other bedrooms were in use.
The arcade games are mechanical appliances that can require maintenance due to constant use causing wear and tear. A work order was opened by the property manager, to get the arcade games fixed as soon as possible. They are responsible for submitting these work orders and getting them fixed prior to our arrival. Putting in a work order is not an acceptable substitute for providing the property/amenities they advertised. We didnt get what we paid for, plain and simple.
The dishes, silverware and pans mentioned in the guests complaint were all usable for the guests stay. They were all dirty and required multiple cleaning cycles before being usable. We should not have to spend our vacation cleaning the dishes to make them sanitary.
The guest requested a full refund of their total booking cost within their email from 04/23/24, despite having used the home for the entirety of their stay. Trips with 20+ guests (10 of whom were children under 5 years old) require meticulous planning to accommodate each families distinct needs and budget. While there were several options that were considered several months in advance during our trip planning process, none of these options were still available for last minute bookings. We unfortunately had to accept that we were stuck with this residence, even we were scammed into choosing it as our vacation destination.
The above is just a subset of the issues we take with Top Villas response, and we will gladly provide the full list upon request.
In conclusion, we paid Top Villas over $26,000 for a 4.99 rated property that according to their listing, it is part of the world's leading villa collection as a World Travel Awards Winner. This is a property that they describe as a home with over ****** sq feet of luxury living that offers an incredible range of amenities for the whole family to enjoy. However, as Top Villas has acknowledged in their response, Top Villas did not deliver an experience even close to what they advertised. There is no dispute here. Our family was scammed out of a vast sum, and we do not feel that a 10% refund of the property rental fee as a gesture of goodwill comes close to compensating us for this experience. Especially given what we perceive to be a veiled threat of a $2,000+ charge for pipe damage if we choose not to accept their NDA.
Had the property been accurately represented -- not as a 4.99 star, award winning luxury property with a large list of working amenities, but as an ill-maintained property with leaks, broken appliances, unusable bedrooms and showers and toilets, baths overflowing with sewage, and so much more, we would have taken our business elsewhere without a second thought. We would have assessed that the house is not suitable for our guest count and general maintenance expectations to make sure we get the best possible family reunion.
In fact, if Top Villas had offered us a 100% discount and were upfront about all the issues, we would have chosen to stay elsewhere, because the property fee is only one part of the overall vacation cost. The real cost is what we paid for flights, the time it took to coordinate with 20+ guests across six families, the time we took off from work, the energy it took to travel, and the exhaustion of getting home and having to return to work without having had a proper vacation. Not to mention my time documenting and reporting a large volume of complaints and then managing constant disruptions with service providers coming in and out of the house. We wouldn't have gone through all that if we knew where we would be staying, because the total cost of staying in this house for our vacation would have exceeded the value regardless of how the actual rental was priced. But as *** said, we were scammed and now we want to ensure this doesnt happen to others.
Needless to say, we have no interest in signing Top Villas NDA so they can continue to scam others with a fraudulent five star rating on their website. We seek full compensation for this ruined trip and will not be intimidated by Top Villas veiled threats.

Is it possible that we can proceed with the case? This matter is far from closed and I so appreciate you help.

Best,
*****
Customer Answer
Date: 06/24/2024
We are not satisfied with this response from Top Villas and

First, we would like to point out that Top Villas made many statements that were misleading or outright false in their response. Just a few are below:

The door code started working on their check in day as contracted. This is misleading. When we arrived, we were unable to get into the residence because the code they provided was incorrect. While the door code started working on the check in day, it did not start working at the check in time.
On 04/19/24, the guest also reported that one shower was not draining, one hand shower was not working and that the grill outside needed cleaning. We reported that the grill needed maintenance, not cleaning, due to a dangerous grease buildup that could lead to an uncontrolled fire. They sent cleaners in response, who were unable to fix the issue.Top Villas reported these matters to the property manager immediately. The property manager responded 3.5 hours later confirming that he had personally attended the home and showed the guest how to use the shower and hand shower correctly. While the smart shower technology was confusing and required some training, the shower handle was also broken. The property manager omits that our guest couldnt control the temperature as a result and did not have use of their shower.

On 04/21/24, the guest called Top Villas reporting a leak in the home in the master bedroom on the second floor. Top Villas emailed the property manager that day to report the issue. The property manager himself attended the home to shut the breaker down, removed the blockage from the toilet and confirmed that staff would attend the home the next day to check the toilet was working correctly The property manager did advise Top Villas at this time that the guest's wife stated to him that the blockage was caused by her husband (a guest in the home). Therefore, the property manager asserts that the main issue raised in this complaint was caused by the guest. This is outright false. There was no blockage at any point in time. Our guest reported that the master bedroom and the first floor kitchen toilets would not flush unless they were unplugged and plugged back in. This was smart technology that was not working, and we reported it because it was inconvenient. They fixed the master toilet by turning off the breaker, rendering the toilet non-working, and then turned it back on at the request of our guest.

Second, there are several instances where Top Villas failed to deliver on their advertised rental/amenities that the guest paid for and suggested that the responsibility was on the guest to accept the issue and adjust accordingly. This is the worst kind of bait and switch that repeatedly attempts to gaslight and intimidate the customer into accepting less than the service they paid for with an attempt to frame the customer as unreasonable. Here are a few examples:
On 04/22/24, the guest reported that they did not like the automatic lights turning on in the night, however these are integral to the home and cannot be changed according to guest preference. Any bedroom light (or bathroom light when there is no door between the bathroom and bedroom) should have an off setting. This is a standard in hospitality, not a preference.
They also reported that the dishwasher bottom rack was broken, one ring on the stove was working, a blocked sink, some arcade games not working, a leak from the upstairs bathroom, elevator working intermittently, AC not working in one bedroom, blinds wouldnt close in one bedroom, not enough kitchen pots and pans, plus one freezer not working. Whilst they apologised for any dissatisfaction, the property manager responded that day advising that there were other ovens, freezers, dishwashers, sinks and 13 other bedrooms (with working blinds and AC) within the home for the guests to use. Each family had specific dietary restrictions and required their own kitchen with working amenities. Sharing kitchens was not an option. Also, every bedroom was full. Any guests with broken air conditioners or blinds had no other option. We paid a large sum for this house because it had the number of kitchens and bedrooms we required. If we knew the actual state of this house, we would have gone elsewhere.
On 04/23/24, the guest emailed Top Villas advising that one bathroom door upstairs would not close properly. Whilst we apologise for the inconvenience, the property manager advised that there were ******************** the home that the guest could have used, with working bathroom doors. Same comment as above. Top Villas is accepting fault here but doesnt provide a workable solution, since all other bedrooms were in use.
The arcade games are mechanical appliances that can require maintenance due to constant use causing wear and tear. A work order was opened by the property manager, to get the arcade games fixed as soon as possible. They are responsible for submitting these work orders and getting them fixed prior to our arrival. Putting in a work order is not an acceptable substitute for providing the property/amenities they advertised. We didnt get what we paid for, plain and simple.
The dishes, silverware and pans mentioned in the guests complaint were all usable for the guests stay. They were all dirty and required multiple cleaning cycles before being usable. We should not have to spend our vacation cleaning the dishes to make them sanitary.
The guest requested a full refund of their total booking cost within their email from 04/23/24, despite having used the home for the entirety of their stay. Trips with 20+ guests (10 of whom were children under 5 years old) require meticulous planning to accommodate each families distinct needs and budget. While there were several options that were considered several months in advance during our trip planning process, none of these options were still available for last minute bookings. We unfortunately had to accept that we were stuck with this residence, even we were scammed into choosing it as our vacation destination.

The above is just a subset of the issues we take with Top Villas response, and we will gladly provide the full list upon request.

In conclusion, we paid Top Villas over $26,000 for a 4.99 rated property that according to their listing, it is part of the world's leading villa collection as a World Travel Awards Winner. This is a property that they describe as a home with over ****** sq feet of luxury living that offers an incredible range of amenities for the whole family to enjoy. However, as Top Villas has acknowledged in their response, Top Villas did not deliver an experience even close to what they advertised. There is no dispute here. Our family was scammed out of a vast sum, and we do not feel that a 10% refund of the property rental fee as a gesture of goodwill comes close to compensating us for this experience. Especially given what we perceive to be a veiled threat of a $2,000+ charge for pipe damage if we choose not to accept their NDA.
Had the property been accurately represented -- not as a 4.99 star, award winning luxury property with a large list of working amenities, but as an ill-maintained property with leaks, broken appliances, unusable bedrooms and showers and toilets, baths overflowing with sewage, and so much more, we would have taken our business elsewhere without a second thought. We would have assessed that the house is not suitable for our guest count and general maintenance expectations to make sure we get the best possible family reunion.

In fact, if Top Villas had offered us a 100% discount and were upfront about all the issues, we would have chosen to stay elsewhere, because the property fee is only one part of the overall vacation cost. The real cost is what we paid for flights, the time it took to coordinate with 20+ guests across six families, the time we took off from work, the energy it took to travel, and the exhaustion of getting home and having to return to work without having had a proper vacation. Not to mention my time documenting and reporting a large volume of complaints and then managing constant disruptions with service providers coming in and out of the house. We wouldn't have gone through all that if we knew where we would be staying, because the total cost of staying in this house for our vacation would have exceeded the value regardless of how the actual rental was priced. But as *** said, we were scammed and now we want to ensure this doesnt happen to others.

Needless to say, we have no interest in signing Top Villas NDA so they can continue to scam others with a fraudulent five star rating on their website. We seek full compensation for this ruined trip and will not be intimidated by Top Villas veiled threats.

Is it possible that we can proceed with the case? This matter is far from closed and I so appreciate you help.

Best,
*****
Customer Answer
Date: 06/25/2024
Hi there,
What are next steps here? I'm really hoping the complaint can be reopened. Please see my last message for reference.
Best,
*****
Business Response
Date: 07/04/2024
In response to *************************** further comments, Top Villas *** would like to advise as follows.
As mentioned previously, the door code started working on the check in day as contracted. Therefore, this concern was resolved during the guests' stay. With regards to the shower issues, the property manager attended the home within 3.5 hours of these matters being reported and resolved the issues. Top Villas emailed the guest that evening on 04/19/24 advising that all of the issues raised had been resolved and the guest did not respond to this claiming the contrary. With this in mind, we understandably closed this matteron our end. Furthermore, Top Villas were never informed that the temperature could not be controlled and so we cannot be penalised for issues that were not reported to us.
With regards to the leak in the home, the property manager has confirmed that there was a blockage in the home in the master bedroom on the second floor. On 04/21/24, the property manager himself attended the home to shut the breaker down, removed the blockage from the toilet and confirmed that staff would attend the home the next day to check the toilet was working correctly. As mentioned previously, the property manager asserts that the plumbing concerns (which was the main issue raised in this complaint) were caused by the guest. Top Villas were never informed of any issues with the smart technology, just that there was a blocked toilet in the home, which later caused a leak. Top Villas cannot be penalised for issues that were not reported to us.
The blockage and resultant leak were resolved by the property manager, at great personal cost. The guest confirmed in an email that the leak had been fixed and resolved. Top Villas have attached an email from the property manager confirming that the leak was repaired on 04/23/24. The damage fee for this incident was $2348.00, which the property manager has now covered as a gesture of goodwill for the issues raised by the guest. With this in mind, the property manager has advised that no refunds will be offered in respect of this case.
Whilst we appreciate the guests comments with regards to the lighting in the home, the automatic lights are integral to the home and cannot be changed according to guest preference. This is standard procedure in all homes with automatic lighting and is not a reason for compensation.
Whilst we apologise if the dishes required further cleaning in the dishwasher, we can confirm that they were all washed in the dishwasher prior to the guests arrival. This is not a reason for compensation.
With regards to the guests comments about work orders, Top Villas hope to have the guests' appreciation of the fact that we cannot fix issues that we are not aware of. For instance, if an issue has not been discovered prior to a guest's arrival, then we are not able to arrange for this to be fixed until it is reported. Whilst we certainly aim to provide all advertised amenities to guests, there can be unforeseen circumstances which mean that repairs occasionally have to be carried out during a guests stay. This is a regrettable but unavoidable part of staying in a rental home that is subject to heavy use throughout the year.
Whilst the property manager apologised for any dissatisfaction caused by the minor issues raised within some bedrooms and kitchens, there were other ovens, freezers, dishwashers, sinks and 14 bedrooms within the home for the guests to use. We do appreciate that it is an inconvenience to move rooms, however there were **************************** a home that had an occupancy of 30 people and so moving rooms would have been an option for any issues that were truly inconvenient.
The single bathroom door that did not latch (reported on 04/23/24) was still usable. The property manager opened a work order for this matter but the relevant parts did not arrive before the guest departed. Top Villas cannot be penalised for delivery schedules that are out of our control.
The guest requested a full refund of their total booking cost within their email from 04/23/24, despite having used the home for the entirety of their stay and actually being in the home when the email was sent. Regardless of the last minute availability of other accommodations, the property manager cannot offer a full refund of the guests total booking cost for a service that was rendered and utilised.
Whilst we apologise for any inconvenience caused with regards to the time it took for the guest to travel to the home etc, Top Villas are only responsible for the time spent in the property rental. Furthermore, whilst we are sorry to hear of the guests dissatisfaction with our refund waiver, we must advise that this is standard practice within the travel industry. The majority of the property managers that we work with require a refund waiver to be signed in order to sign off on compensation. It is not unusual for service companies to request a signature for compensation payments but we apologise that the guest is disappointed by this request.
Top Villas have already offered this guest a refund of $2017.40 as our own gesture of goodwill and out of our own pocket (as the property manager is refusing any refunds due to the damage caused to the home during the guests stay), which equates to a 10% refund of the property rental fee. This remains our full and final offer in respect of this case. Top Villas will not be offering a full refund of this guest's total booking fee, as we responded to the concerns reported. Furthermore, the guest used the service for the entirety of their stay meaning that a full refund is not due. However, Top Villas would be willing to honour our previous $2017.40 refund offer as a gesture of goodwill only, if the cardholder wishes to sign and return Top Villas refund waiver (sent to them on 05/14/24) by 07/25/24.
To support this dispute, the following documentation has already been provided:
Emails between Top Villas and Customer;
Emails between ********************** and Property Manager & damage costs from Property Manager;
Property information on Top Villas website & Welcome pack sent to guest prior to travel;
Rental agreement signed by the customer;
********************** terms and conditions & the booking process completed by the guest.
Should any additional information be required, please let us know.
Customer Answer
Date: 08/08/2024
Hi, I dont want this closed. I thought I was waiting on you for an update. Were not satisfied and considering legal action. Can you please recommend next steps?
Initial Complaint
Date:04/12/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family and I booked a trip for November 4-9 2024. We found a rental that we liked and booked. Unfortunately after we booked a few days later we found out that a member of the traveling party has a work conference scheduled that was just told to them. I reached out to top villas as soon as i heard this. They said Unfortunately the deposit is non refundable but we can check with the owner to see if we can switch dates. That was denied. No travel credit was offered for future use which we now have dates that work. I emailed to see about purchasing travel insurance. In the email that I sent that was within 14 days of booking I told them the reason that needed to cancel. The amount of time it takes for a response is ridiculous. Once I did get a response i was told they couldn't offer the cancel for any reason but said you can certainly still purchase travel insurance that will allow you to recover the deposit. So I did. I spent another $125 on top of $350 but guess what now I'm out everything. This is extremely disappointing since I have offered to change dates with hire rates if needed. Would settle for travel credit or a refund completely. I never thought it would get to this point. We are 7 months away from the trip which is plenty of notice. Top Villas has basically said sorry there is nothing we can do or offer for you but hey we will keep your money thank you. The email I received for travel insurance was one day after the allotted cancel for any reason time frame due to them not responding through multiple emails. Something needs to be done because that is not right.
Business Response
Date: 04/15/2024
Top Villas reached out to the property manager as soon as they were advised that the party were not able to stay on the original dates they booked. Unfortunately the guests reached out outside of the 24 hour flexibility window, meaning the change in dates was at the property managers discretion.
The property manager replied, advising a date change or refund would not be possible and would not break their contract with Top Villas. Therefore Top Villas were liable for the full deposit. Top Villas advised the guest that the only way to obtain a refund would be to claim this through their travel insurance.
Unfortunately Top Villas have contractual agreements which means they are not able to process a refund without the property managers agreement. Furthermore this is why travel insurance is recommended and the guest is able to obtain a refund through them if they put a claim in for their stay. The insurance provider is a third party, meaning Top Villas have no involvement in making a claim, this will need to be completed with the insurance provider directly.
Customer Answer
Date: 04/15/2024

Complaint: 21567479

I am rejecting this response because:
I spoke to an agent throughout the course of this trying to find out ways to resolve this. Their recommendation was to purchase travelers insurance. They sent me the links to purchase and said we can't offer you the cancel for any reason but because of the time frame. Keep in mind I emailed multiple times and called and either got no response via email until a day or two later. Or the one call I made they asked if we would be able to move the dates and at that time we didn't know if we could. This is 7 months in advance and to think there is no flexibility is disappointing. There were emails within the timeframe of 14 days that were not answered and the email that was answered when the agent recommended what insurance to purchase was a day late to get the highest insurance. The lack of a timely response in this situation needs to be accounted for.
Sincerely,

***************************
Business Response
Date: 04/16/2024
Top Villas recommend at the time of booking to purchase travel insurance in the event of cancellation, due to deposits being non-refundable.
It is at the guests discretion as to whether they purchase the travel insurance. The two policies were outlined in correspondence with your guest experience specialist on the 14th March which was the last day you could add the cancel for any reason policy.
Unfortunately, due to the terms and conditions which were signed by the guest, and contractual agreements Top Villas are not able to offer a refund.
Customer Answer
Date: 04/16/2024

Complaint: 21567479

I am rejecting this response because:
You stated that with my conversation with your agent on March 14th that was my last day to purchase the cancel for any reason. However, speaking to your agent they informed me that they could not offer that plan. Instead they offered and recommended the standard plan which i purchased. So if you are claiming that March 14th was my last day to purchase the cancel for any reason, then the agent that ** spoke to provided wrong information and in turn top villas should be liable for at least the $125.
Sincerely,

***************************
Business Response
Date: 04/17/2024
Top Villas agree to refund $125.75 for the travel insurance as a gesture of goodwill.
Customer Answer
Date: 04/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I will accept the resolution of $125.75 from Top Villas to settle the complaint.

Sincerely,

***************************

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Top Villas, LLC is NOT a BBB Accredited Business.