Review Time
I am writing on behalf of Word of Truth Worship Center regarding our recent rental of Reunion Resort 9000 from Wednesday, February 11 through Sunday, February 15, 2026.
Unfortunately, our group experienced several issues during our stay that significantly impacted our overall experience and comfort.We paid an additional fee to have the pool heated for the duration of our rental period; however, upon arrival, the pool was cold and not heated. There were no instructions provided for operating the pool heater or lights. The issue was reported immediately, and a representative came out on Thursday, February 12. I personally walked the property with her and another guest. She stated that the pool breaker had been turned off and that the water temperature was reading 83°F. This seemed implausible, as the water had been cold upon arrival and the breaker was off. She also mentioned that once the pool technician finished cleaning the filters, the breaker would be turned back on and the pool would be checked again.Despite repeated calls over the next several days, the pool never reached a heated temperature. We were later informed that the temperature had been verified remotely and was showing as heated, but our manual checks (getting in the water, testing the water with our hands and feet) confirmed otherwise. Throughout our stay, the water remained cold, and the heating service we paid for was never provided. Additionally, we encountered several maintenance and safety concerns within the property: The main kitchen countertop was not securely mounted, causing it to slide across the base and resulting in a continuous faucet leak. We had to mop frequently to prevent anyone from slipping. The countertop showed multiple visible cracks that had been glued together several times, suggesting ongoing structural issues. Several electrical outlets were inoperable.Some room doors did not lock properly. The Wi-Fi connection was weak, which prevented the Smart TVs from functioning as intended. I had to use my personal mobile hotspot to operate the television in my room. When these issues were reported to another representative, we were informed that the owners were already aware of the countertop’s condition, which was concerning given the safety and usability implications. For future guests, we strongly recommend that a property representative be present during the initial walkthrough of the property at check-in to ensure all amenities are functioning and that any maintenance concerns are properly documented.
Our experience has been subpar from the beginning, but once settled in the 11BR home in encore resorts, it became very clear that this company is more into scams and racketeering than a “luxury booking resource”.I was told the morning of our arrival the pool heat I had prepaid for was not functional, when I asked to be refunded I received an email on day 2 of our stay that in fact, without notifying me, the pool heat was working and we could have a $50 resort credit (not useful to us). Of course, we had not used the pool presumably bc of not having the heater. The home is damaged in nearly every part of it and the floors were so dirty our kids feet were black within the first hour of arrival. The worst part is that I called to specifically discuss parking at the house bc of how large our party was, and was told without doubt that we would be notified of any concerns and just to avoid parking on the street. The first night of our stay, a parking security guard came by and took photos of vehicles, they were asked if we needed to move the cars and we were told that they were fine. It seemed weird, but they were friendly and we went to the parks the following morning on a shuttle, leaving the cars exactly as they were the night before. We came home to towed cars (containing our children’s car seats). Topvillas has been radio silence, the encore resort points their fingers at the parking security, while that company points their fingers back to the encore clubhouse. It’s a racket. Do not trust this company.
Top Villa helped us plan an Epic family vacation and every detail was covered creating a fantastic experience.Everything was perfect. From the Fast Track to the chef prepared meals to the activities. We had a great time and I would highly recommend Top Villa.
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