Magical Vacation Homes
reviews and complaints

My family and I had a reunion at the Solterra Resort in Davenport, Orlando Florida in July 2023. Although we had a very happy and memorable experience and we plan to have another reunion next year, it will not be with Solterra. Since day one , our Solterra vacation house located on Broad Oak Drive was a disaster zone. Once we finally got into the home, we paid for early check in at 10 am, we were greeted by a leak in one of the bathrooms in a bedroom on the first floor. There were several soaked towels on the floor and the water was about to flow into the adjoining bedroom. We arrived on a Saturday and despite numerous calls to maintenance, no one was interested in fixing the leak or moving us to another house. My family’s time time was spent changing the soaked towels in the bathroom, because we didn’t want to endanger anyone’s life with a slip and fall. The ages in my party ranged from a 2 year old to an 80 year old.

The leak in the bathroom wasn’t the only issue. The pool was dirty and we had to ask for it be cleaned, The outdoor grill that we requested prior to our arrival was not there. One family member found human hair on her sheets the first day we got there. The home’s air conditioning was not functioning as it should, neither were the dryer and washer on the first floor. One of the ceiling lights in the living room went out and was never replaced. We endured 3 days of our 5 day stay with a wet, flooded bathroom that was a possible death trap. To add insult to injury, we never received the 8 parking permits that were outlined in the rental voucher we received after booking the house.

Despite spending money to stay in a house that was obviously in need of repairs, in a resort that needs to get its act together, my family and I had a great reunion , no thanks to Solterra Resorts.

We have been complaining about our pool not working and now it is brown. We contacted Magical Vacation Rentals countless times and absolutely no resolution and they refused to return our call. They told us there was nothing they could do. The house was not clean as the floors were black and sticky when we wiped them upon arrival. Although they are supposed to have someone come in and sanitize they house it was never done. After calls regarding cockroaches they finally sent someone out to spray on our 5th day of vacation. We vacation in *** and this has been the worst experience ever. I would be very cautious to use this management company. Charles who is supposed to be in charge of these issues, completely refuses to call or deal with our horrific issues.

I can upload photos to document the below. Videos as well. 1- the place is simply not clean. None of the linens have been changed, and in the time of Covid concerns, I'm stunned at this flagrant disregard of cleaning. 2 - I requested the pool alarm be turned off b/c we have a fence. Not only is it not turned off, it is malfunctioning and goes off every 10 seconds. My daughter is standing shutting it off and missing school to do so while we try to work. I am told we are "on a list" to fix. It has been over an hour since we called in the alarm. 3 - paid for pool heat - its not on. Save yourself time, energy and money - book directly from Reunion Resort. They are impeccable compared to this shop, and honestly MVH should not be allowed to do business here, it only taints the Resorts reputation. maybe this post will get someone to come turn off the 10 second alarm.

I rented the property from July 10th to th 15th. Upon inspection, the house was not completly clean and there were ants in the back bedroom off of the pool area. Ther was also hair and stains on the throw pillows and hair in the bed. the ants were all over the walls and in the bed. No one stayed in that room over night On July 11, I cntacted the maintenace, They sent housekeeping ut toe change the sheet and comforters. I asked about the cleaniness of other areas and was told by housekeeping that the did not do deep cleaning.. ( dirt ont he floor).. The ants returned through out the stay despite my efforts to sprya the back room with raid. No one stayed in the room.. I requested somene to come out to clean the pool and fix the musice . Someone came out the clean the pool on Friday . No one came out to fix the music.

I do not mind paying to stay in luxury housing as long the the amenties adtervisded actually work and the home is clean.. My complaints have fallen on death ears despist sending pictures as proof of the issue. One more thing, Iwe tried to grill but there was rat dropping around the grill area. We could not use the facilities. There was broken galss on the patio. I paid for the spa to be heated at 101 degress. $ 300 addiotnal dollars) The spa never got pass 89 degrees,. The pool was not filtering. Please inspect the property

The business is untrustworthy. A home was listed for 679 per night. I contacted to ask about pricing due to a promotion. The total was 3105.92 but it showed marked down from 2459.59. I called and advised the website showing marked down but it was actually marked up in price. I asked if we can obtain the 2500 price. I was advised no after several days of contacting the company. Once I said I was going to book at the 3105, MVH changed the price to 3813! Which was 879 per night approx. I went into the rate details and it stated 679 for our dates in fine print. When I brought it to their attention MVH went in an changed the rate description in the fine print. I have screenshots and was advised they listened to omy call and pricing was never discussed. That is a HUGE lie as for the call was initiated due to the pricing issue. I was advised the home was marked down from 3813 to 3105. Today it says 4259 and marked down to 3813. I left a review and was asked to call them. When I called the manager never contacted me back.

Due to Covid 19 restrictions, we are requesting full refund of rental deposit as we cannot travel to the US from Canada. Reservation # XXXXXXX Original Arrival: 3/13 Original Depart: 3/20 Payment amount, method and date: $593.83 USD, Mastercard on 4/27 Problem date: 2/3 Rep: Alison On April 27 we put a deposit on a rental with Magical Vacation Homes, in anticipation of a trip in March . Due to the escalation of Covid 19 however, the Canada/US border has been closed and travel tightly restricted since then, and remains so to date. We are therefore unable to cross the border to vacation in FL. We contacted Magical Vacation Homes to explain our situation and requested a refund of our deposit. Through multiple email exchanges they have refused, citing that their location is not under restrictions. We have reiterated that the border is closed to non essential travel, and we had every intention of going were it not for this Covid 19 crisis. In this extraordinary situation, it is reasonable customer service to refund for their clients.

Refusal to return our deposit due to travel restrictions beyond our control (Covid 19/governors orders) for rental home My family had booked a rental home for the week of June 21,2020 through June 27,2020. Reservation *** for property *** in Orlando, FL. This property was for 19 people, 80% of which are located in the state of New Jersey. Also, 5 in our party have health restrictions that make them high risk. When I called to cancel our reservation due to the Covid-19 travel restrictions, I was advised that a refund could not be given but only a credit to be used within 1 year of arrival date. The Florida restrictions are still in place by governor,***, stating New Jersey, Connecticut, and New York are to remain quarantined for 14 days or the duration of their stay. Also, they could not confirm any cleaning procedures being followed between renters or that the 72 hour contagious period was to be observed. Based on the governors restrictions, and this national pandemic it is only reasonable that a refund be granted. The refund of our deposit in the amount of $593.58.

They won't refund our deposit even though some family members have underlying medical conditions.During this pandemic it is deadly for us to travel. Our vacation was scheduled for September 28,2020-October 5. However, since some of our family members having underlying medical conditions, we decided not to risk their health and cancel our trip to Orlando, Fl during this time of the pandemic. Despite giving them several months notice, they are entirely uncompromising. They are keeping our rental deposit of $439.49 that we put on our*** card. Magical Vacation Homes refuses to do the right thing. We don't know if our kids will go to school in September because of the pandemic, but Magical Vacation Homes expects people to go on vacation or take a financial loss. Our reservation number is *** in home number***. I sent an email on June 19 and again on June 20th and finally heard back from them on the same day(June 20,2020) . I also called and was on hold for 30min without anyone answering on June 18,2020 and started several online live chats that never got a response.

Requesting refund for vacation rental due to COVID-19 Federal travel ban. Booked 4/4 - 4/11. Reservation ***. Total amount $3,979.91. Thank you We need your assistance in obtaining a full refund for our reservation with Magical Vacation Homes for April 4th thru April 11th. Total charges for the reservation $4,313.91. Due to travel restrictions from the Coronavirus outbreak, we contacted Magical Vacation Homes via HomeAway on Monday March 16th to request cancellation and a refund. We were told there was no adjustment to their cancellation policy. No exceptions. On Wednesday March 18th we sought assistance via their online chat support - we were again told there has been no adjustment to their refund policy. This leaves us with no recourse other than to seek your intervention to obtain a refund. We are simply unable to travel to their vacation home due to travel restrictions from the CDC/US Government. It would be illegal for us to do so. We understand there is no precedent for this circumstance. But their offer of moving the vacation to another week is unacceptable. We cannot plan a family vacation during the school year - this was a Spring Break rental. Reservation Confirmation - *** Windsor Fun - (#***) Please advise - thanks for your help!

I paid magical vacation homes $1957.75 for a rental. COVID made utilizing the rental impossible. The company refuses to refund me or respond to me. I paid magical vacation homes $1957.75 on 10/2 for a short term rental for the dates of 5/16/5 2020. The Florida governor closed rentals due to COVID during the period of our stay so prior to our stay we requested a refund and to cancel our stay due to the force force majeure clause in the contract which stated a refund would be given in the event the space could not be provided. In addition, we entered the original agreement in good faith that we'd be able to safely travel and stay in the property, however due to COVID this was not safe and Magical Vacation Homes chose to manipulate the situation to their benefit to keep our deposit and force us to choose between losing the deposit or risking our group's health and safety. Magical Vacation Homes ignored our email requests and phone calls multiple times (see provided email threads) and cancelled our reservation without agreeing to my refund request. To make matters worse, they ignored our urgent emails and phone calls during the dates our stay was supposed to happen while the lock down was in effect and only after our stay ended did they respond and claim the state was now open even though our stay would have ended. Their rental agreement *** "17. Force Majeure There may be circumstances beyond our control, in which the property might not be available for your reservation. In the event of Force Majeure, Magical Vacation Homes will do their best to make alternative arrangements. If these alternative arrangements are not acceptable to the Guest, then Magical Vacation Homes will refund all monies paid." In this situation, Magical Vacation Homes did not provide arrangements acceptable to me as a guest AND did not refund all monies paid. Thus, they are in breach of the contract. We have allowed over 2 months for this company to make the situation right and they instead have chosen to ignore me.

I rented a house for a week that had several features that didn't work. The management company was unresponsive to several requests to fix issues. Rented house from 10/18-10/25. I spent $7,701.16 on house. Found numerous issues. Upon arrival to COVID-19 sanitized/cleaned house found soiled tissue on floor of kids room. Switches for spa were broken, and couldn't turn it on. Both racing games in the Arcade room were broken. One had an out of order sign, and the other one the wheel didn't work. The Air Hockey table had no pucks, so could not play game. After finding these issues I called Magical Vac. Homes and left message with issues. I received a call back 10/19 stating that they would send someone out. When I returned to the house 10/19, none of the issues were addressed. I also found that the outdoor theater didn't work. The whole home audio system wouldn't connect to internet, making it unusable. All TV's on the second level were very fuzzy, making them very tough to watch. I again called M.V.H. on 10/19 and left a message, but nobody called me back. I called again on 10/20 and left a message, but nobody called me back. On 10/21, the TV in the main living room stopped working for the duration of my stay. I called and left another message on 10/21, but never got a call back. I also called TheTopVillas.com, who helped facilitate the rentel with Magical Vacation Homes. They said they would have M.V.H. reach out to me, but they never did. On 10/22, somebody showed up to fix the spa. Nothing else was fixed, and nobody called me back for the duration of my stay. These are all premium features that greatly contributed to me choosing to rent this house when there are many options in the area. I could have rented a similar house without the features that didn't work, for half of the price of this one. I expect all advertised features in this level of house to be in good working order when renting. I also expect a level of customer service of at least communicating with me when there are issues, instead of ignoring a problem when I spend this kind of money.

Noise in the master leaves room unable to be slept in, after multiple contacts over several days, still unresolved. We are staying in a Magical Vacation home and are extremely disappointed. The biggest issue is that there is a very loud sound, like a motor running, in the 3rd floor master bedroom. I called when we arrived and noticed it, spoke to someone, and was told maintenance would be out, no one came. A few hours later, I called again, was told again maintenance would be out, and no one came. In fact, no one came until after noon the next day. So night #1 was spent on the couch downstairs. The maintenance man came out and said the issue was a breaker, so he turned it off. The sound was gone. But we later realized so was the light for a 2nd floor bedroom and bathroom, along with the AC. So we can have it quiet or hot. Night #2 was spent again on the couch. We received a call this morning and was told maintenance would come out again to check the noise in the master. We just returned home from a day of being out and the noise is still going. So night #3 will be on the couch as well. The lock on the door for the game room didn't work, and wasn't reset until the next day, so we lost a day's use of the game room. There was what looked like makeup on the master bedroom comforter when we arrived, so we washed it and it came right out. Which tells me the bedding wasn't washed. That's a concern in any environment but even more so during COVID. There are no towels in the guest house, so they've had to use pool towels as bathroom towels. A bathroom handle broke off in someone's hand just from opening the door. The home in general seems less than desirable in terms of being maintained. There's no closet space in the master, which is bizarre. And so far we've killed 3 live cockroaches inside the house. This is our 5th annual group trip and we have never, ever had issues like this at any other rental. We are all extremely disappointed, especially those who are sleeping on the couch instead of the master bedroom they paid for. We are appalled at your level of service and will never return or recommend this company.

We are requesting a full refund Of our deposit from this company not a credit. As of now vacation rentals are banned in Florida. We signed up for a vacation with magical vacation homes almost 6 months ago. Our vacation is due June 12. Midway through April I called magical vacation homes concerned about COVID-19 they told me they were not offering refunds and asked me to call back May 4 for a refund. They also told me they were going to push back my total balance due to May 6. I later in the month of April received an email saying that my balance due was going to be charged to me April 30th. So I called and this time I spoke to a young lady who told me that the guy I spoke to did not change my total balance due date to May 6 like we agreed on but rather to April 30th. I asked her to please change my due date to the latest possible date. She told me she could do it for May 6th. I told her I will call back on May 4 if there's no update to whether or not Orlando is open fully I asked will I get my refund she told me yes. So I called back on May 4 and talked to a new rep and this rep told me the only thing she could give me was a credit. That they were not giving refunds even though Orlando is shut down. They now told me to call back May 12th. According to the rental agreement the total amount due has to be paid in full 30 days before arrival. They deliberately pushed me back and put me on hold and made me continue to call so that they could push back my total amount due date to the 30th day before I show up. That way they can collect the total amount. I asked the rep to speak with the rep I spoke to who told me I would get my refund on May 4th and she told me she wasn't working but could connect me to the other person that I spoke to. He then told me that he never told me to call back May 5 or 4th and that the best they could do is a travel credit which will not work for me. I asked to speak to the manager he told me to send an email. He gave me the email address and said that the manager will see it and he will respond to me later on that afternoon. I sent this email on May 4th in the morning as did my wife he never called me back. I sent multiple other emails asking for an update but no response.

I Reserved a 8bd vacation home. Had several problems with the use or inoperable or no amenities that were promised. I reserved a 8bd vac home from the company for July 9-13. Filed several complaints that were not.handled or poorly handled during my stay. 1.No entry passcode upon arrival 2.No Dryer in unit. When they finally brought one on my final evening around 5pm. However it still did not work. 3.freezer clogged up. 4. Outside Trash cans full of maggots and flies upon arrival. Took a day or two to empty. 5. Refrigerator couldnt cool. Alarm kept coming on. 6. BBQ grill dirty upon arrival. Cuzn had to clean 7. Pool dirty? Which caused frogs inside of pool. Also had to remove a snake from the pool. 8. Several electrical outlets didn't work 9. Paid for heat for spa? Had to call several times. 10. Pool fountain didnt work. When the maintenance guy came for the dryer on Sunday, he turned it on. However it still wasnt full force. 11. Bedroom electrical went out. Was told the kids shouldn't plug their cell phones in that room 12. Lanai tv went out. Wasnt fixed until Sunday after 5pm Our last night. 13. Was not immediately given waterpark access. 14. WIFI was horrible Kids couldnt use the games because of it. 15. Living room TV went out Sunday night? No sound. 16. Several upstairs rooms were hot. Believe it was controlled by staff. 17.Staff not answering phones or not returning calls. They could see incoming call phone numbers, so I believe I was placed on hold intentionally or calls not answered intentionally I understand COVID has company personnel shortage. However prices dont reflect shortage. The visual unit was nice but the physical was horrible. I had to contact via phone or email to company several times a day, everyday. Was lied to about manager being in or not in After returning and finally talking with Charles the manager he advised he would call me back by 1130 the next day. I have not heard to date from him. I ask for a partial refund or a discount on a future rental. However he said he would review my emails and talk with staff and advise I told him I believe my calls were not answered at times because they could see my phone number. I paid approx $5000 for amenities and felt these unit fell and the customer service fell below my expectations.

Magical Vacation Homes did not honor the 50% discount offered at booking, nor have they provided the 100% discount they promised. On October 27 I made a reservation on behalf of my family with MVH. It was for a vacation stay at a property (#***) they manage from December 5 to December 15 and was completed through their website ***. The website offered a discount of 50% off the regular price. The deposit ($1796.44) was paid and a receipt for our reservation (#***) was provided. The receipt reflected the stated discount. The receipt however didn't reflect the additional 10% discount we requested for being a return customer. I emailed MVH immediately and asked for this discount as well. MVH promptly applied the 10% discount and sent a second receipt. However, this receipt had the 50% discount removed. Still October 27, I replied to the second invoice explaining this difference and asked that it be investigated. Having not received a response yet, I called MVH in early afternoon of October28 and spoke to a representative (Blake). He explained that we could only have one discount, so they replaced the 5% longer stay discount and applied the 10% return customer discount. I advised that our receipt had a discount of 50% and we wanted that one. He asked for a copy of that invoice and said he'd call me back. I promptly sent a copy to his attention and never heard anything more from MVH about this. In the meantime, I received confirmation that MVH received our completed rental agreement. The rental agreement was sent to me on October 27 via email. The email itself quoted the 50% discount. The rental agreement was a link and only available to complete online. I had to complete various information on it, including the price of our stay. I completed it in full, including the original quoted price, and returned it the following day. MVH accepted the returned agreement and confirmed its receipt on October 29. Note that I do not have a copy of the completed agreement - it's completed online without the ability to copy or save it. And, when I logged into it anytime after the initial completion, it was empty and awaiting to be completed just as when I first logged into it. It's also important to point out here that the first line of the rental agreement reads: By making a reservation you are entering into a legal rental contract with Magical Vacation Homes, and therefore agree to and are bound by Magical Vacation Homes terms and conditions. Please see attachments for full details.

Purchased a Cancel For Any Reason (CFAR) Insurance Policy and terms are not being upheld by Magical Vacation Homes. On June 15, I made a reservation #***/property code ***/Modern Luxury/Reservation total $2,294.66/Reservation Date 07/12 - 07/17 with Magical Vacation Homes. The total purchased amount included the $204.81 for the upgrade Cancel For Any Reason (CFAR) insurance policy. The purchase of the CFAR lead me to believe my trip was covered for cancellation for any reason. It was my understanding the policy I purchased was true and valid at that time of purchase. The representative advised me of the cost for both the Basic Plan and the Basic Plan with CFAR. I opted for CFAR due to the current COVID-19 situation, travel restrictions and uncertainty of closures during that time. There was never a timeframe caveat mentioned during the conversation. I was assured the coverage was valid and true. I initiated a CFAR claim for reimbursement of cancellation for my trip on June 24 with Magical Vacation Homes and the Third-Party Insurance Carrier (Play Travel/Nationwide/cbpinsure.com). I cancelled our family trip due to increasing COVID-19, quarantine restrictions in the state of Washington (my brother home state) and my family's comorbidities. Although COVID-19 was a known issue at the time of my booking, the increase in cases was an unforeseen incident in my eyes. After several delays by the Third-Party Insurance Carrier during the months of June and July, I finally received a claim denial on Friday, July 31. I was advised on via an email, my claim is now being denied as not eligible for payment because the CFAR coverage was purchased outside of the allowed period, within 30 days of the trip departure date. As stated in the denial letter, the difference in premium between the Basic Plan and the Basic Plan with CFAR will be reimbursed to you by Magical Vacation Homes. ¬I was not aware that I was required to check the validity of the policy. Based on the CFAR policy I purchased in June, I am due a refund of at least 60 %. I would not have booked the reservation without the assurance of the CFAR insurance. It appears the insurance policy is an unilateral contract and therefore, I should be reimbursed in accordance with the CFAR policy guidelines. My purchase of the CFAR in June placed me in a sense of false security. Based on my claim denial, there appears to have been a mistake or miscommunication of the requirements of selling of the CFAR insurance policy. This mistake occurred between the Third-Party Insurance Company and Magical Vacation Homes. I am respectfully requesting at least 60 % refund because I purchased the CFAR policy insurance in the upmost good faith. There is a total of $576.02 pending in my account as of 08/05 (pending, not deposited). I am requesting the refund payment in accordance with the guidelines of the CFAR insurance policy, at least 60% of the charges.

We were scheduled to travel when COVID messed thing up. I was told we could do a one-time date change & now ended up having to cancel 8 months before. In 01 we scheduled a family vacation to *** in 05 and paid for our reservation in full at Magical Vacation Homes. 03/26 I inquired via email about the COVID policy and if it would be considered a cancellation, as we were aware of the policy and didn't wish to cancel, was just hoping to change our dates. The response that we got back stated at the end of the email that they could do a one-time date change to our reservation within 12 months into the same home (not ONCE in the email was it stated that it was a "travel credit" I have screen shots of the emails. Remember the Travel-credit bit.) We rescheduled for May (within their 12 month requirement). Now we are unable to travel in May and since it was a "one-time date change" I requested to cancel the reservation as we are unsure when we will be able to reschedule. I attached a photo of their cancellation policy that was sent to me in the email responding to my cancellation request. We responded with acknowledgement of cancellation on 9/15 but had not received a response by 9/17 so I called and it was able to be cancelled. I tried chatting with a representative on their website on 9/17 to figure out when we would receive our refund, per their cancellation policy we should receive everything but 20% of what was paid since it was cancelled 7+ months before our travel date). No response to me, so I emailed on 9/21...again no response. Same thing, I emailed again on 9/23 and did not receive a response so I gave them a call on 9/24. I spoke with Blake who told me that we were never placed on the list to receive a refund & that he put us on it & we would have our refund within 3-5 business days, with the total falling somewhere around $425.00 (I don't remember the exact amount as I did not write it down because I was satisfied at that point with the customer service) I waited until Friday, 10/2 with still not having our refund before calling again. I spoke to Alan who told me that someone would be calling me back and if I didn't hear back to call again on Monday. I called today and spoke to Blake again and I will admit that I was upset and ended up hanging up on him. He told me that he was aware of our reservation question and mentioned that we would be traveling in October? (False, we were to Travel in May , rescheduled due to COVID to May ) and that when he spoke to me on 9/24 he told me we would be getting a refund without looking at the history of our reservation. He said once upper-management saw it that our refund was immediately denied because we were already issued a "travel credit." Again, I have the emails from them and NOT ONCE did it state that it was a travel credit and the cancellation policy included had the refund policy which we were within the travel limits of. He told me today that they could issue another "one-time date change" to our reservation with the "travel credit" going towards the new date but we cannot change our dates if we do now know when we can reschedule to.

INFESTED HOME, NOT COVID REGULATED, NOT FRIENDLY, MONEY GRABBERS I stayed with Magical Vacation Homes on 2/11-2/15. 6017 Broad Oak Drive (Solterra Estate) It started off shady from submitting my dates back in November to submitting paperwork, receiving confirmation that everything is okay in December to taking my money then coming back to my paperwork is incomplete, I asked for refund then they would not refund so I signed. Did a early check in, got there could not get in had to wait about 30-45 mins to get this situated. Upon entering carpets extremely stained, dresser sitting on 3 legs, sofa is covered in stains, blinds are missing, patio/grill not cleaned, trash from previous people was still left in the bin, stroller, trash left outside in front yard, washing machine don't work, stove top/ oven didn't work, heat in pool didn't work, coffee maker, no tools for the kids to play the games with, beds look like someone had laid on top of the sheets some were made inside out, place is dusty, dishwasher they turned the water off and the entire time we stayed I reached out via phone and emails, sent pictures for someone to come and see about the house, respond or something only response I received was the pool guy the element went out. Having no stove/oven didn't matter to them because again they refused to respond. They drilled me on how many people allowed in gate they were having wild parties houses had like 10 or better guests it was like chicago in L.A. Upon checking out still attempting to contact magical home regarding these issues, I get other people that have no affiliation with the sister house (solterra estate) I was refunded my pool deposit but when it came to my initial deposit I was told they didn't see anything on my account but they'll check into. Next phone call it was $230 owed to me. My total balance was $5149.83 my deposit was $750 a check out clean fee of $475 accident damage $195 early check in $250 at this point these fees I am requesting back why would I pay for a house that I had to come in and sanitize myself because we had elders, the main reason for the family trip was for my sister in law who have cancer. If the housing inspector came they would have not allowed anyone in the home. I submitted pictures while I was there I did a complete and thorough walk thru entering and leaving the house. With all the money these people make it should not be an issue with the cleaning of the house and replacing old and used things you have a million dollar home (almost) in the hood that is nasty, filthy. To this date 3/18 I still have not got any resolution to this problem I work very hard for my money and I feel like I'm getting spit in my face about my deposits and things I should not be responsible for. With adults 40 and older teenage kids and young adult kids how much mess do they think we made? NONE WE DON'T LIVE LIKE THAT! This a prime example of how they take people money they don't clean the house or put you in a house that's already tore down and point the fingers at you so they don't have to return your deposit or any other money owed! I enjoyed my family and our time especially since my sister in law doesn't have that long to live. We could not really enjoy like everyone else around alot of people stayed in their pools being they had heat. My suggestion DO NOT I REPEAT DO NOT WASTE YOUR TIME, MONEY, ENERGY NOR EFFORT STAYING OR BOOKING HERE! FIND SOMEWHERE ELSE TO GO..I JUST WANT ALL THE FEES REFUNDED BACK TO ME

Professionalism, Quality, Responsiveness, Value Subject: Damages at *** Kissimmee nothing like the pictures As seen on HGTV To whom it may concern Rental property number *** As seen on HGTV My husband *** B *** II and I have rented the property at *** on Oct 14th till Oct 18th. 2020. Upon arrival at the property the check in code did not work and we had to call the office to have someone let us in.. Later we found the front door lock broken and would not lock. (My brother on 10/15 partially repaired the door so we could close and lock the door. It looked as if someone kicked the door in and bent the lock) When the repair man came on the 15th he rang the bell. (which didn't work) and one of our guest happened to see him standings there and let me know so I could let him in. When making the initial walk through on 10/14 we found that there was no toilet paper or starter supplies in any rooms of the house. The house smelled of stagnant water. As advertised for this home there were supposed to be four iPads to play a mystery game which were not here. My husband called the office daily and someone was supposed to come out and bring or unlock them from somewhere in the house. As of this time we still have not received the iPads to play the games as advertised for this property. The refrigerator shelves were cracked and the front dented. There is tape on the inside holding the buttons down to keep the refrigerator cool. The refrigerator also smelled of fish and has rust on the insides of the freezer tracks. One of the ovens has a hand written sign that says it's not working. (The glass is broken) The There are only one set of towels in every room which forces our guest to share towels. Reservation was for 36 guests we had a total of 24 towels after them brining is 12 additional towels to share. Which forced me to wash towels at least three times daily if anyone went swimming. There were no towels in the closets for the rooms or for the pool area. While using the jacuzzi the first evening 10/14 all the water drained from the jacuzzi. We called maintenance and they came Oct 15th and stated that you can't run the slide and jacuzzi at the same time. Later he said a water valve was off but you still could not run the slide and the jacuzzi at the same time. We appreciate the repair people coming but I feel items that need repair should be on the resorts time not ours and should have been taken care of before we as guest have arrived. There are not remotes for T.V's in all rooms and the ones that have them have no batteries or don't work. Some of the TV's only get two channels. The blinds in one room do not close. The third floor bedroom door will not close and there are no working lights in the showers and over one vanity. In the movie room there are at least three broken recliner chairs. Many of the dressers have broken front glass and the furniture and carpets have large stains. The speaker system was not working to play any music in the back by the pool. there were broken and missing pool chairs around the pool and thrown on the side of the home with other debris This home is in need of many repairs and should have been completed before any one was allowed to rent this property. We have rented at reunion vacation home through Magical vacation homes in the past and have had minor issues but nothing like this. We were very disappointed in the condition of this home compared to how it was advertised and portrayed in the pictures. We were expecting to stay at a premium quality property instead we found this property to be very inadequate and unacceptable. The repair people that did come out to fix some of the items were very nice and efficient but once again I don't think they should be making any repairs on our time. In the future we may have to find alternative accommodations for our vacations. As of this time 10/20 we have had no response to our concerns. Previously I would have recommended magical vacation homes but as of this writing I would say NO