- Report: #379681
Complaint Review: VillaDirect Management LLC - Kissimmee, Florida
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VillaDirect Management LLC
6129 W. Irlo Bronson Hwy Kissimmee,, 34747 Florida, U.S.A.
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Villa Direct, VillaDirect Management LLC Roaches, filth, no response, no refund Kissimmee, Florida
The pool area was very dirty. Both the water house and the vacume house were left out by the pool -- neither was coiled up. There was a plant pot that had no plant in it and was filled with dirty leaves in the corner. There was sand at the bottom of the pool. The rug on the stairs was very dirty, as was the bed spread in one of the upstairs bedrooms. I saw 2 live cockroaches in the house and 5 dead ones. The guest sign in book for the previous visit in September said there were pests there. Neither the living room fan/light or the pool area light worked at all. The garbage disposal was not working when we arrived. We had been eating out so we didn't notice it till Sunday morning.
We called admin and after an hour, no one had come to fix it or the other problems. My parents had to clean it out themselves and removed parts of a plastic lid that were jamming it. These conditions were simply not acceptable, and we should be given a refund.
Dorothy
Miami, Florida
U.S.A.
We called admin and after an hour, no one had come to fix it or the other problems. My parents had to clean it out themselves and removed parts of a plastic lid that were jamming it. These conditions were simply not acceptable, and we should be given a refund.
Dorothy
Miami, Florida
U.S.A.
1 Updates & Rebuttals
Guest Services Team
Kissimmee,Florida,
U.S.A.
Guest service response from VillaDirect
#2REBUTTAL Owner of company
Mon, November 03, 2008
We are sorry that Dorothy and her family experienced a problem when staying at a VillaDirect vacation home in Orlando. VillaDirect is a rental agency which manages and rents over 500 vacation pool homes, condominiums and town homes in and around Walt Disney World. The company prides itself on excellent customer service and has procedures and trained personnel to respond to all guest issues. Over 10,000 families booked and stayed in VillaDirect vacation homes in Orlando last year. Occasionally, problems will occur when any company is managing over 2,500 bedrooms, 350 pools and the equipment and amenities within them. If a VillaDirect guest encounters a problem when staying at a vacation home we operate, the company employs guest service and field service personnel to respond to that issue within a pre-set contractual timescale - provided that the guest contacts the company and gives it an opportunity to rectify the issue. If the issue is an emergency, then the company will always respond within 4 hours of the placement of the call. If the company is unable to rectify the problem, then it will often offer a suitable recompense to the guest and agree an amount of refund commensurate with the problem they experienced. On the rare occasion that VillaDirect and the guest are unable to amicably resolve a difference in opinion, the company is a member of the Better Business Bureau in central Florida and subscribes to the arbitration of that organization. If Dorothy or her family would care to contact the company and provide details of the reservation number, so that we can investigate, check the call logs and responses provided, we will be delighted to report back.
