Florida Premier Rentals review: Vacation home had roaches and full refund was not provided.

While staying at Florida Premier Rentals, Storey Lake- 2718 Oxymoron Way Kissimmee, FL 34746 we encountered multiple roaches. During our stay from Dec. 25, 2025- Jan 2, 2026 my family and I saw roaches everyday/multiple times per day to include on the ceiling, in the kids’ bed on a pillow, bathrooms wall/showers/floors, roaches crawling across the kitchen and living area floors, roaches coming outside and inside the cabinets/drawers, on the bedroom walls, on and crawling from under the stove; roaches crawling from under the washer/dryer area and on the countertops.
Our first day at the property, there was a dead roach in tea kettle and dead roaches in other areas of the home. We went through an entire can of RAID, had to constantly sweep the floors and wipe the countertops down with Clorox pads. On two separate occasions my family had to jump up and grab their plates while eating as two roaches appeared during this time.
The Property Management team was contacted on December 26th to inform them of the roach issue and I was told Pest Control would come by but they could not provide a day/time of their arrival. I called the Property Management team back on December 27th to express concerns of more roaches and Pest Control Company, Helios arrived on Sunday morning, December 28th. The Helio Pest Control agent that arrived informed me that he did not receive the request to visit the property until after hours on December 27th which is why he showed up on December 28th. Prior to the Pest Control agent leaving the property he explained that we may see a few more roaches since he just sprayed but nothing bad.
As time passed, we continued to see a lot more roaches, not just a few. I continued to provide pictures to the host in the VRBO app. noting the roach issues. I also asked what my options were as at this point, I wanted to be moved to another home.
On December 28th, I spoke with Florida Premier Reservation Manager, Yvonne, and she acknowledged the frustration we were experiencing during the stay and stated to me that she would be running if she were in the home. Florida Premier Rentals offered a five-bedroom home which was not enough space for my family staying in the current 8-bedroom home. Florida Premier Rentals also stated and documented that they were escalating the concerns to the Resolutions Department to determine compensation as there was nothing more they could do during the holiday period. However, despite us still seeing roaches after two visits from pest control, she considered the pest matter closed since the home was sprayed.
I contacted Property Management again on December 31st to note that there were still a number of roaches coming out. The same Pest Control agent arrived again and noted seeing dead and live roaches in the home. To which the property management team noted that they were not sure what was going on. I was asked what I wanted at this time, to which I requested a full refund.
Florida Premier informed me on January 2nd that they were offering me a refund $890.95. My family paid $6,806.75 for the home and was only offered one night and a half stay for the inconvenience. Florida Premier Rentals first blamed the pest control company for coming out late due to the holidays. I questioned this because the Pest Control agent that arrived to the property reported that he was at the home in November and that when a request is made, an agent arrives to the property within 24 hours of the request. The timeline of there being a delay between November and right before Christmas does not seem truthful. When I pushed back on this reasoning, I was then told it was due to Florida’s climate as occasional insect activity can occur even in well-maintained homes. If Florida Premier Rentals believes seeing the number of roaches we saw is occasional that is very unfortunate for future guest. I provided pictures and videos of the roaches to Florida Premier Rentals, the pest control POC and the onsite property team representative who came to the property. The property management representative saw the dead roach in the kettle for himself and was grossed out. I was also told that the last guest did not report a roach issue, which I am not sure what that has to do with my stay and properly reporting the issue. Florida Premier Rentals appears to be insinuating that, my experience, videos and pictures were false.
Prior to my arrival to the property on December 25th, I paid $360 separately/on top of the $6806.75 for pool heat. When we arrived, the pool heat did not work so Florida Premier Rentals refunded me the $360 despite the pool heat being fixed later during the trip; I did not request the refund but appreciated the gesture. Florida Premier Rentals concluded that the $360 for the unheated pool plus the one night and a half stay should be enough to cover the roach issue.
My family and I could not relax, the kids were paranoid of roaches coming out, it was an unhealthy gross experience. With park tickets already paid for I had to remain in the area and when searching for another location, I could not find another affordable decent place at the last minute during the holidays for such a large party, which forced me to the stay at the property.
The home is in need of a deep clean, to include removing the dust from the vents and baseboards, mopping the entire home, replacing old rugs, removing dead roaches and closing the home down for a while to provide a treatment to kill the roaches within the walls. Property Management also had to come out due to the water not coming on in the upstairs bathroom/showers. Guest were preparing to get in the shower, when the water would not come on when the knob was turned all the way on. By the time property management came the water was back on. The reason provided was maybe there was some work being done in the area that messed with the waterline.
The last rental review on VRBO prior to mine (pending post approval) is from 2024, which should have been a red flag for me, but I unfortunately trusted the VRBO site and believed nothing of this condition would be advertised as exceptional if were not true.
When we arrived home from our trip, we had to leave all of our luggage in the garage and shake everything prior to bringing it in the house to wash, out of fear of brining roaches into our home.
Despite the photo and video evidence provided and because the last guest did not report the roach issue, my reporting meant nothing to Florida Premier Rentals. Florida Premier Rentals did not make everything easy, comfortable, and completely stress-free as stated on their website. Florida Premier reported that the house was thoroughly sprayed on January 4, 2026, which was after my stay, and my issue was categorized as an isolated incident and does not require a full refund.

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