Encore Resort at Reunion

I wondered why the microwave broke right away, the grill was left on the side of the house with no propane, and there were bits of chips in the carpet, like people were eating while walking upstairs or in the bedrooms. Ants were lined up around the food particles. The air hockey table was broken, the PS4 guest account was deleted, and the trash had unbagged, gooey food stuck to the bottom, e.g., entire chili dogs. Then there were two nights of blaring music till 3:30 a.m., despite multiple guests calling Jeeves and the police. People come in large groups and don't take care of the properties. These are nice homes, but the guests have no oversight and pack the houses, wreck the amenities, and make it impossible to get a good night's sleep. Also, the pool heat was broken and then, once it was fixed, it was as hot as a very hot spa tub. I asked multiple times for it to be turned off, but it wasn't. (I live in Florida, and heating a pool does not mean the combined heat of the sun and heater have no option but to make the water 100+ degrees.) Regarding the "waterpark", it is okay. There are four slides. The one that's covered is ridiculously hot. The others are short drops that are not worth the hike to the top. The arcade is outside under a roof, no a/c, so that was terrible. And the waterpark closes at 5:00 p.m. There are better options in the area, especially for the price.

I completed my stay at Encore Resort 369 August 6 - 11, 2020 booked through Top Villas. The house was clean and looked like the pictures but the key features we booked for did not work and made for a poor experience for myself and family. Pool Heater and Jacuzzi Jets did not work Theatre room missing remote so we could not operate the system. Hot water not available in some of the bathrooms. I called the maintenance number on Friday Morning August 7th for the following: - Instructions in the house for accessing wifi were not correct. This was resolved during the call on Friday. - Jacuzzi jets in hot tub did not work. I was told a pool tech would come out and check. No one came. On Saturday I was told the tech did come and the control system was broken. Top Villas was contacting the homeowner to get approval for the repair. On Monday when I called again they said the homeowner was not responding. On Tuesday when we left it still didn’t work. We had no functionality of the jacuzzi. - Pool Heater did not work. I was told a pool tech would come out and check. No one came. On Saturday I was told the tech did come and the control system was broken. Top Villas was contacting the homeowner to get approval for the repair. On Monday when I called again they said the homeowner was not responding. On Tuesday when we left the pool was still cold. We had no heat for the pool at night. - Theatre room system did not work. A tech came out on Friday and told us that a remote was missing and that he had to order a new one. Using the remote he had (that he said he could not leave with us) he took a picture and reported that the system was working properly. When I called back maintenance said the theater was fixed. I explained that “technically” yes it did work but we can’t operate it without the missing remote. He checked with the tech and acknowledged that, no, it didn’t work for us but the remote was ordered and would not be delivered until Monday. We received the remote Monday at 5:30PM. So the theater room was useless for our entire stay, except the last night. - Missing comforter in one of the bedrooms. I reported this on Friday and on Tuesday when we left the comforter had still not been delivered. Additionally, two of my guests told me on Saturday that they didn’t have any hot water in their bathrooms. They had been taking showers in another bathroom and didn’t want to say anything because so much was already wrong at this house. I reported this to Maintenance on Monday and they said they put in the order to come check all the showers. Again, no one came. Our stay in this house was very disappointing and we certainly did not receive the amenities advertised and paid for. I sent an email to Top Villas prior to writing this review and have received no response. These are the main features for booking the house and they didn’t work! Do not book this house and Top Villas and their maintenance team are not recommended. It was very frustrating and embarrassing to have booked a house for my family and have these issues. I could have understood if there were issues and they were resolved, but to constantly call maintenance and be told it would be fixed or someone would come out and nothing was addressed is unacceptable.

No reservation on books when we got there. Two hours of calls to get it worked out on a fully prepaid vacation house. You will not get pool heat with an RCI exchange. You will also get charged a very large cleaning fee (front desk originally said damage deposit). Never had that on an exchange before nor roaches, but had eight of those to kill too. Had to call pest control. Got kicked out of our own pool mid week to clean it. Not sure why it wasn’t done already. And lastly they re set the door code two days before leaving. Had to leave the back door open when we left to get in. They were unable to fix it in two days. Guest services was less than useful. The pool manager was wonderful though and they run a nice water park. I know there are many good reviews on this site, maybe they’re owners, but our stay was not well. This reservation was done through armed forces vacation club. Beware if you are military, your vacation and leave may not go as expected and comes with extra charges