USAirtours Reviews 120

My family have had multiple villa holidays in Florida over the last 12 years. On each occasion the villa cleanliness has been very good and if issues occurred the villa owner responded professionally and promptly. Our 2019 Holiday was booked via US Air Tours, the package included flights, villa and hire car. A supposedly deluxe villa was booked at considerable cost to enable the group to spend time at the villa unfortunately the villa was anything but deluxe and really made what should have been a great holiday a holiday nightmare. The villa internally and externally was dirty and lacked basic cleanliness standards i.e. on arrival cigarette ends and clumps of hair were identified in and around the pool area. Oh and then a dead cockroach was identified on the floor in the kitchen. The following morning when loading the dishwasher another live cockroach was noticed in the dishwasher. Multiple cockroaches were then witnessed in and the around the dishwasher over the next couple of days. I must say this is my first time I have witnessed cockroaches in any accommodation that my family have stayed in whilst on holiday in Florida. US Air Tours didn’t really care why should they we had paid for the holiday. Suffice to say I would not use this company ever again.

Our £14.5K USAirtours 2xfamily/2wk ‘Preferred’ Villa Florida holiday was completely ruined:
Villa 1: Cockroaches throughout kitchen + cockroach eggs/babies covering dishwasher filter.
- Clumps of hair & cigarette butts around pool
- Broken glass left kitchen/lounge floor area by Maintenance person supposed to be in the house to deal with the cockroaches etc. We cleaned up the glass before our children were hurt
- Equipment that didn’t work as promised, some of which was dangerous
- Additional costs suddenly required 10days prior to travel in order to receive villa address/keys
- USAirtours’ staff described us as being difficult in email exchanges they accidentally shared.
‘Please see email below from client via agent. Please can you get in touch to advise further. As we know this may not be the first of issues they will raise.’
‘....... Can we have this delivered today. They have been difficult prior to departure’ (Exchanges written by USAirtours’ staff after complaining about the additional costs we were made aware of 10 days before departure – if we didn’t pay, we couldn’t get the villa address/key details.
‘I am so, so sorry that the issue with the cockroaches has not been rectified. I see the management company emailed you to advise someone would be there.’ ‘I again cannot apologise enough and I agree this has gone on way too long.’ (Day 6 some empathy/acknowledgement by USAirtours’ of the impact on us)

Villa 2: 6 days of USAirtours failing to resolve issues and no alternative, we were relocated to a 2nd property described as a bit smaller than Villa1.
‘..... we did our inspection on the property yesterday so it is ready for you to go and relax, and most importantly enjoy the rest of your holiday.’
 (Assurance given before relocated to Villa2)
‘We have explained before, cockroaches are part of the habitat due to the damp humid weather and land in Florida..... That being said we do not want our guests to have their holiday ruined.’ (email 5days into holiday after informing USAirtours on day2 of the issues - cockroaches are common in Florida but are the result of poor hygiene/sanitation and completely preventable.) When we left, the villa was removed from holiday websites presumably so it could be cleaned/fumigated.
- Villa 2 was 1,000cuft smaller, on gated community with 10% of Villa1 facilities.
- It was so small, only 4 of the 7 of us could sit at the dining table – adults ate with plates on our laps, children sat at the table
- Dried food was stuck to chairs
- Swarm of flies in Games Room - had to be fumigated and not used for 24hrs
- Cigarette butts on patio table
Entire holiday was ruined either trying to get USAirtours to resolve issues or being in a dirty property not adequate for a party of 7– more photos were taken of the problems than of our ‘holiday’. We’ve tried to get USAirtours to properly apologise and compensate us; we’ve used ABTA, but failed and now taking our complaint through the small claims court. (ABTA is a trade association paid for by UK Travel Agents)

USAirtours says: ‘We do expect all of the villas that we sell to be clean and presentable, however because the properties are rented back to back, we do anticipate that there will be some signs of wear and tear.’ ‘Florida holds a sub-tropical climate which means that at certain times of the year, particularly in humid climates it is likely that you will see certain harmless insects inside your living accommodation.’
‘After speaking with the staff members, they have assured me that these comments were not intended to cause any insult. This comment was meant for the management company to explain that there had been difficulties prior to departure, and this was to ensure that the issues were dealt with as a top priority.’
We lost our family holiday/money/annual leave. They 1st offered £450 compensation(£64ea) then 2nd offer £1,150 (£164ea). USAirtours can’t be trusted as per the logo, they don’t care if a family holiday is ruined