Top Villas Reviews 1,992

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.

To Whom It May Concern,

Our ministry, the Word of Truth Worship Center, rented one of Top Villas luxury properties (Reunion 9000) for a period of four nights and five days, Wed Feb 11-Sun the 15th. In doing so, having paid additional fees for the “heated” pool and jacuzzi amenities. While the heating did partially function for the jacuzzi. It only began to heat after repeated requests of our Pastor/Leader, Yvette Williams, requesting a technician trouble-shoot/perform maintenance for both the pool and jacuzzi. Regretfully, the pool heating element did not work at all during our entire stay. Even after being serviced by the technician! Despite it being that we were repeatedly informed that the heating issue had been corrected!
I personally, was elated to see the technician onsite, as this was truly to be one of the highlights of our weekend stay. Believing he was there to rectify / repair the issue. Unfortunately for our group this was not the outcome we all hoped, desired and securely paid for. It was extremely disappointing to say the least! The pool, I reiterate, NEVER HEATED our entire stay.

Additionally, several maintenance issues were found, reported to be addressed; such as; restroom electrical outlets in multiple bedrooms as well as the guest restroom on the lower level, were nonfunctional. Most noted , we encountered hazards within the kitchen area that raised extreme safety concerns, broken/ loose counter top, cracked completely down the center, (appealingly, prior attempts were made to glue it back together) the kitchen sink faucet leaked each time the faucet was used: causing continuous leaking/ mopping of the area to prevent falls and injuries.

As if that wasn’t enough to endure….We were explicitly informed that we would receive a refund for the additional fees paid for the heated pool and jacuzzi, for at least the first two days due to the heating malfunction. Based upon that representation alone, we entrusted the integrity of Top Villas, that the matter financially would be handled accordingly. That integrity as previously promised would be Top Villas utmost priority.
Instead, once again, this is not the outcome we received and or deserved. We were informed just the opposite, that a refund will not be issued. But rather a 10 percent discount on our next villa rental. ARE YOU SERIOUS!! This is not merely a disappointment but serves a a grave injustice that goes far beyond being inconvenienced but simply unjust and demonstrates a clear lack of integrity and accountability of Top Villas. This was not only my first TopVillas experience, it will of a certainty, be my last experience!

I trust this review helps others to have a better informed decision when seeking to obtain the rental/lodging services of TopVillas. It’s my hope that others be made aware and avoid the disappointments we endured as guests of TopVillas

Great experience

UPDATED March 1st:

We have received refund for 2 days of the pool heating fee. Truly wish it could have been resolved without an adverse review. Hopefully, Top Villas management company will ensure that any amenities paid for are working properly and intact to minimize unnecessary delays, distractions or disappointments in the stay of their clients.

Thank you.

UPDATED—I received an offer with waiver stipulations attached from Top Villas to be reimbursed 50% for no heat for the pool and spa. I declined to sign the waiver agreement with the stipulations outlined by Top Villas; however, I did tell them if they wish to honor their word and reimburse us for the 2 days without me accepting and assigning the agreement, we would gladly accept. I have received another email indicating they would reimburse the 2 days. I told them I would update the review once payment is received…will not do it before receiving the refund as I have no confidence in them.
Original Review:
This is the message received after I called with my concerns upon check in on 2/11/26–read it for yourself. Today is 2/18/26 and I received an email offering 10% discount on future reservations. After such a negative experience, do they really think I want to rent with them again?

Katie (Top Villas Resolutions)
Feb 11, 2026, 18:14 EST

Dear Yvette,

Thank you again for your time earlier on the phone. We truly appreciate you speaking with us.

We sincerely apologize that you arrived to the home and found the pool heat was not on. We understand how disappointing that must be, especially at the start of your stay.

As discussed, could you please reply to this email with the photos you referenced? This will help us further document the matter and support the follow-up.

We have already reached out to the property management team (Magical Vacation Homes) requesting immediate
assistance to have the pool heat addressed. We have also submitted a request for a refund for each day the pool heat is not available. Please note that all refund requests are formally reviewed at the end of the stay once the full details have been assessed.

We are actively monitoring this for you and will provide updates as soon as we receive them. Thank you for your patience, and please do not hesitate to reach out if you need anything further.

Warm regards,

-Tatiana

True professionals. Our accommodation was first class. The communication was on point throughout the whole process. We cannot speak highly enough of Top Villas and will definitely use them again.

Thank you foe making our holiday GREAT.

Elodie went abive and beyond to explain everything to me and walk me
Through the rental process and kept following up to make sure everything was going ok.

I called in with questions to book a big family trip. Lydia has been nothing but helpful and has communicated well with me. The trip is booked and we are looking forward to getting there.

Jessica is an awesome agent!

Excellent accommodation and service

Website was easy to use and a lot of pictures makes choosing easier!

When I was trying to book, they instantly reached out to me for help—and offered me a discount.

I came to escape the NY cold and swim in a hot pool, i live in a nice home here in NY. I came to enjoy swimming and being out doors. I ordered in advance for the pool to be heated, After two days of cold pool they promised me a refund for two nights, which never came, then when i wanted to extend my stay for one more night, instead of working with me, or at least charge me normal rate, the charged me almost another 1000 for one night. I also never got a wrist band which would have allowed me to use the facilities, never got it so i got denied everywhere i went. They only care about money. SAD, STAY AWAY

The website was very nice and easy to follow and the agent very helpful with what I was looking for. When it came to booking very hard to get in contact with someone regarding confirmation of the booking. Not pleased at all so far

Very helpful and easy to book your luxury vacation home Kedesh is the best!

Excellent website, Becky sourced us some great options and was very helpful and professional throughout the booking process. Hopefully the villa will live up to our expectations

Excellent customer support and care by Jessica. Extremely helpful when a smal lissue arose, supporting us with alternative solutions. Kept me up to date fully along the way Thank you Jessica 👍👍

I’ve used TopVillas on a few occasions now and customer service / travel advice together with the villa itself has always been great.

I had the best with Shannon she worked with me for days months because of my family being undecided but Shannon worked with me until the final payment was made.

Great customer service!

Sales agent was very attentive to myself and my family needs