Executive Orlando 4 Bed/3 Bath (2 Ensuite) Pool/spa Home (4h009)

The villa was situated in a quiet lovely area. The villa was perfect. It felt like a home. It was well equipped and there wasn’t anything we disliked about it. Would certainly book again and recommend to family and friends.

Reply from Richard

Very happy to hear you enjoyed your stay.

Couldn't fault the villa, the location or the service.

Very spacious, clean and well-equipped. When we arrived I felt the pool looked a little green, I contacted the owner and somebody came and sorted it the very next day!

I would highly recommend this villa and I will be booking it again when I return to Orlando.

the villa is lovely ,loads of room ,nice area and a great pool area.Could,nt fault it in any way really

Very spacious and comfortable villa, villa in great area with lots of places to eat and shopping close by. Definitely would recommend and use this villa again. One small issue was the dirt lying at the bottom of the pool and spa area.

Kevin & Family

Reply from Richard

Thanks for your review. Your comments about the pool have been passed on to our pool service company.

We stayed at this villa between the 9th and 27th May 2023, as soon as we arrived we knew we had many issues.
The property was infested with Cockroaches, in the kitchen we found them in the fridge dishwasher oven and cupboards. They were running around on the floor and work tops. We spent several hours cleaning and killing the Cockroaches. This continued for our entire stay. We reported this to the Property Management Company (PMC) the following day but they did not take any direct action until the 18th when they finally engaged the services of a bug terminator. It was so bad we had to keep our food in the microwave as this was the only place the Cockroaches could not get. We also had them in the bathrooms and in two of the bedrooms.

The cleanliness of the villa was poor, we found food under the sofa cushions a half eaten biscuit in a drawer in a bedroom which the Cockroaches were enjoying. The dishwasher was dirty and had to be cleaned as did the oven. The laundry room was dirty and had lint from the tumble dryer on the floor and down the side of the tumble dryer. The hoover was full and was dirty again all these had to be cleaned by us. The kettle was covered in limescale and we had to boil water on the oven. This was replaced by the PMC but not until the 19th. One of the toilet brushes was covered in something i would prefer not to mention so i threw it away and that again was not replaced until the 19th.

The pool and spa pool had dirt/mud and leafs on the bottom of both with algae on the sides. The filter bucket for the pool was broken and although reported to the PMC this was never replaced The pool area had dirt/mud every where, there were ants nest running the length of the pool. There was a weed growing out of the side of the spa which was over a foot long. The netting above the pool was torn and this allowed bugs to enter the pool area and ended up in the pool. This made it very unpleasant to sit outside. This was also reported to the PMC who told us the pool had been cleaned the Saturday before we arrived. I found this very hard to believe however when the pool man turned up to clean the pool on the 14th i can understand why we found it the way we did he spent less than five minutes cleaning the pool. In fact he left it in the same state as he found. When i asked if he was going to clean the pool area he told me he didn’t get paid enough money to do that. We had to wait until the 19th May to get the pool cleaned to a level that you felt it safe to use.
I have a number of pictures and videos to corroborate what i have documented on this review. I have made several efforts to contact the owner who refuses to respond. I have asked Clickstay to contact him and even though he did respond he failed to respond to our complaints.
My advise is do not book with this owner he shows no respect for his clients, he has other villas in the area so check before you book.
I have included below my correspondence with the owner and Clickstay, and i am happy to share my photos and videos if needed.


From: Clickstay support
Date: 22 June 2023 at 10:47:28 BST
To: trudiscott@me.com
Subject: Fwd: Re: [IMPORTANT] Your Booking #346278 [IMPORTANT]
Reply-To: Clickstay support


Hello Trudi,
I hope all is well.

I have heard back from the owner regarding your stay in Executive Orlando 4 Bed/3 Bath (2 Ensuite) Pool/spa Home (4h009) #296583, between 9th and 27th May this year, and the reply can be seen below. Please have a look.

Kind regards,


Eldar Klimentic
Customer Services Executive

Post: Unit 65, 95 Wilton Road, London, SW1V 1BZ
Web: https://www.clickstay.com and https://www.rentalsystems.com
Tel: +44 (0)20 3696 2870
On Wed, 21 Jun at 9:54 PM , Calibre Travel wrote:
Eldar,

They are requesting a refund from the Property Management Company (PMC) and they did not book with the PMC. The PMC has already replied regarding the financial transaction they were involved with as per the signed Guest Registration Form.

The PMC offered to relocate the guests to another home and the guest responded that they did not want to move as they wanted to stay by the lake.

That is the end of the matter as far as we are concerned.



Richard Hall

Calibre Group


FAO Richard Hill, it appears that we have arrived at Wednesday and you have neither replied or acknowledged my previous emails. Nor have you replied or acknowledged Clickstay email.
You appear to have  a total lack of respect for you clients but I’m not surprised when you allow your clients to spend good money hiring your villa yet your standards are so low.
As I said I will now post my review of my stay at your villa having given you every opportunity to respond.
I have spoken to Clickstay who are happy for me to do so.
This will not be the end of the matter I am taking advice as to where I am able to go from here and will continue to place reviews about your property where ever I am able.

Yours faithfully,

Gavin Scott.


From: Clickstay support
Date: 20 June 2023 at 15:31:34 BST
To: richardh@calibre.travel
Cc: trudiscott@me.com
Subject: [IMPORTANT] Your Booking #346278 [IMPORTANT]
Reply-To: Clickstay support


Hello Richard,
I hope all is well.

I tried calling you earlier, but the number form your account seems to be disconnected. It is regarding #346278 booking, which took place in your Executive Orlando 4 Bed/3 Bath (2 Ensuite) Pool/spa Home (4h009) #296583, between 9th and 27th May this year. The guest, Trudi Scott, tried contacting you multiple times but haven't heard back from you yet. Can you please check the email from the guest and get back in touch as soon as possible. The guest's contact information is below:

Trudi Scott
trudiscott@me.com
Home phone: 447718618670
Mobile phone: 447718618670

Thank you and
Kind regards,


Eldar Klimentic
Customer Services Executive

Post: Unit 65, 95 Wilton Road, London, SW1V 1BZ
Web: https://www.clickstay.comand https://www.rentalsystems.com
Tel: +44 (0)20 3696 2870

Sent from my iPhone

FAO Richard Hill, on the 15th June i sent you the below email. As of today we have not received any acknowledgement our response to our complaints we raised.
As I said in my correspondence we are yet to submit our review of your property to Click Stay and wanted to give you every opportunity to do so. 
However with no reply or an acknowledgment you leave me but to come to the conclusion that you do not wish to treat this with the attention it deserves.
Therefore having spoken to Click Stay if you do not reply by Wednesday morning UK time I will give my feedback along with the email I sent to you to Click Stay and to seek legal advice.

Yours faithfully,

Gavin Scott.

Sent from my iPhone

Dear Richard Hall,
We recently stayed in your villa in Glenbrook between the 9th and 27th of May this year. Now that we have had an opportunity to review what went on during our stay we would like to raise the following complaints with you the owner.

When we arrived at the property on the 9th of May it was late in the evening. We soon realised that we were inundated with cockroaches. They were in the kitchen area one of the double bedrooms, bathroom areas garage and living area.
We spent several hours killing the cockroaches and using the cleaning materials we found under the sink to clean everywhere we found them. We wiped down all surfaces and cleaned the kitchen and bathrooms thoroughly.

The following morning 10th of May and having daylight on our side we were shocked to see the state of the swimming pool and the surrounding area. There was a covering of dirt in the pool and spa pool. The sides of the pool and spa had green algae on it and the water was not clean. The surrounding area around the pool was very dirty. There was ants nest running along the netting facing the lake and there were weeds growing out of the side of the spa pool which were over a foot long. Part of the netting above the pool was ripped and so insects were getting in and were on the surface of the pool.
The kettle was covered in limescale inside, toilet brush which was covered in toilet tissue and other things that were not very nice. One of the bars in the fridge was broken and laying in the bottom.

We made a call to the Property Management company and spoke to a lady called Sandra. During our conversation with her we raised our concerns about the cockroaches, the state of the pool the surrounding area, kettle, toilet brush, fridge bar, and the general state of the cleanliness of the villa which was not as to be expected. Just to elaborate on this, we found a half eaten biscuit in one of the double bedroom behind the set of drawers which was accompanied by cockroaches. The settee in the living area had food underneath the seating cushions. The dishwasher was dirty with cockroaches inside and had to be cleaned before we could use it and we found a child’s doll behind the TV.
We asked when was the pool last cleaned? When was the last time that the property was sprayed for cockroaches and when was the property cleaned?
Sandra told us that the pool and property had been cleaned the previous Saturday, but was unable to enlighten us on when the last time the property had been sprayed for cockroaches.
We told her that we could not believe that the pool and the surrounding areas had been cleaned the previous Saturday and that we had taken photographs and video of the state of the pool as we have done with the inside of the property regarding cockroaches kettle, fridge and the general cleanliness of the property. Sandra informed me that the pool guy would be attending the property on the Saturday which would be the 13th and at that time he would spray for the cockroaches. She also told us just to leave the broken bar from the fridge on top of the fridge, and that was she would see to it being replaced. However, when we left the property on the afternoon of the 27th that bar has still not been replaced.

We spent the next three days constantly cleaning because of the number of Cockroaches exchanging calls with Sandra at the management company regarding the infestation of Cockroaches. The cleanliness of the Villa the pool and surrounding area and other matters such as kettle and fridge.

On Saturday the 13th the day we were expecting the pool to be cleaned and some form of action taken regarding the cockroaches we decided to go out for the day so that we would not be in anybody’s way who needed access to the property to carry out this work. Unfortunately when we returned later that evening we found that nothing had been done, the pool and surrounding area were still dirty and we were still inundated with cockroaches. We rang the emergency 24-hour contact number as provided in your information booklet, but there was no answer. So we rang the office number and left a message which we recorded informing you that no one had been to the property that day. At around 1030 that same evening we received a call from Sandra telling us that the pool guy was unable to attend due to him having issues with his vehicle, but that he would be attending the following day around 9:30 in the morning.
We did enquire as to why we had not been informed of him not attending earlier, but we are told that they were unaware of this until later in the day.

The following day Sunday the pool guy Dylan turned up at 11 in the morning an he started work on the pool. This work consisted of a light brush of the side of the pool in the water which took around a minute, he then poured a chemical into the pool without having first tested the chemical balances of the water. We pointed out to him that the pool and spa area and surround were still dirty. He told us that firstly he did not get paid to clean the surrounding area around the pool. In fact he said to us and I quote “I don’t get paid enough to do that”. Again, we pointed out the state of the water and the pool and made him aware that our son who was with us was disabled and has an immune deficiency and we were concerned about the state of the pool and whether it was safe to allow him to use the pool. We also pointed out the broken basket in the drainage of the pool which is supposed to catch larger items and the fact that it was broken and serves no purpose. He told us that the pool would eventually clean its self, and the dirt at the bottom would disappear through the vents at the bottom of the pool and through the pump system. While he was still there, we took photographs of the pool so that you can see that his so-called cleaning of the pool made absolutely no difference to the state it was in.
As we have a six person. spa pool at home we understand the need for getting the chemical balance right in any water that is to be used for recreational use. His answer to the cockroach problem was to place two traps in the kitchen. A trap in each bathroom and no spray was used. We asked when was the last time the property was sprayed as we understand that this should be done every three months, he was unable to tell us. His parting message to us was that we and not him should fill the pool up to above halfway above the last tile. When I asked him why he didn’t do it again I was told he don’t get paid enough. Our overriding opinion of this gentleman is that he was not competent, nor professional in what he did or said.

We spent the next two days calling Property Management regarding the infestation of cockroaches and the pool, bearing in mind that we had had cockroaches in the fridges we were keeping all our food products inside the microwave as it seemed the most secure area to keep our food.

During a conversation on the Tuesday with Sandra we did suggest that someone from the management company come round and have a look at the issues that we had.

On Wednesday the 17th while at the villa we had a lady knock on the door who introduced herself as Renée Fosbury, telling us she was the Clubhouse Manager and she was not connected in any way to the Property Management company responsible for the Villa but as she was a friend of Sandra‘s, Sandra had asked her to come and have a look at the issues we had reported. We had no prior knowledge that Renée was going to call as we had not been informed of this by anyone at the Property Management company. Renée stayed at the villa for approximately one hour in which she saw the state of the surrounding of the pool, the pool itself, and how dirty it was. She witnessed cockroaches in both the kitchen and bathroom, and after looking at everything we had shown her, she told us we had a big problem. She told us the situation was unacceptable and she would now go back to her office and would call the Property Management company to advise them on what she had seen.
Two hours later we received a call from Sandra who offered us free pool heat bearing in mind the temperature was in the high eighties so was of very little use. She offered the use another villa which would be available from the Friday, the 19th of May. However, this villa did not have a view of the lake and we decided that why should we lose another day of our holiday in packing everything up moving and then unpacking again. We also had to consider our child who has ADHD and Autism and how that would affect him on being moved again to new surroundings. Added to the fact that we would have already been in the villa for 11 days of a 17 day stay. So for these reasons we declined the offer.

Something should have been done sooner by this time the problems we had in-counted had gone a long way to spoiling our holiday.
At this point Sandra told us that someone would be coming to the property the following day Thursday 18th to deal with the cockroaches and that the pool guy Dylan would be returning on Saturday to clean the pool again. We asked if he would be cleaning the pool correctly. this time getting rid of all the dirt and mud in the pool? Sandra declined to answer but said the pool would be cleaned.

On the Thursday the 18th a gentleman arrived at the property from Terminix. He spent just over an hour and a half at the property first spraying the outside areas and the windows and then coming inside. Spraying in the kitchen and the bathrooms even placed a gel like liquid on the hinges of the cupboards in the kitchen.
He confirmed that not only did we have an issue with cockroaches, but that the pool area was infested with Ants and Ants nests running the entire length of the knitted end facing the lake which he treated while he was there.
He spent some time telling us what to expect over the next 24 to 48 hours that we were not to kill any cockroaches that we saw and that he would keep in touch with the management company regarding whether he needed to return at a later date. He also placed traps in the kitchen and in the bathroom, but far more than the few that were placed by Dylan, the pool guy!

On Friday, the 19th of May we spent the day away from the Villa returning around teatime. We were very surprised to find that the floor of the pool had been cleaned but not the surrounding area. Therefore the plants growing out of the side of the spa area which we have pictures of, the ants nest running all the way along the side and dirt and mess was still there . The kettle in the kitchen had been replaced.

By this time we had been in the property for 11 days had made numerous phone calls to the Property Management company and only now had we had some of the issues that we were suffering dealt with correctly. Although we did continue through the rest of the holiday to suffer with the infestation of cockroaches, spending some considerable amount of time, killing and cleaning. In fact, I think during the course of the entire stay, we probably spent more time cleaning the property and cleaning the kitchen and surrounds then had probably been spent by the cleaners of the property for some considerable time. We say this because when we left the property on the 27th at 1 pm we realised that we had left my sons drinks container, so having had some lunch we returned to the property at approximately 14:45 in the afternoon to find a young man sitting outside the property. My wife approached him and asked if she could retrieve the drinks container from inside the property. He went inside and collected the container and gave it to my wife. He thanked my wife for how clean the property was how he found it when he came to clean.

It beggars belief that one person could go into a property and clean a four bedroom three bathroom villa in less than two hours.
I’m sure you can understand our frustration at the whole situation that we faced, we had waited for some considerable time to have this holiday. It is certainly not our first holiday in Orlando either. We have been going there for over twenty years and know what to expect.However to experience what we did for the time that we were there we find unacceptable.

Therefore we would ask that you refund the rent for the property for the first 11 days of our stay due to the unacceptable conditions that we find ourselves in. I have included some pictures for you to see that we have taken and I have many more and videos which are all dated and correlated to show when they were taken or filmed to support what we are saying. We have recently been asked by Click Stay to write a review for your property, we have not done this as of yet as we felt it only fair to bring a complaint to you first and assess your reply.

I am sure that this is not the first time that you have heard about the problems we had with this villa as you received an email from my wife on the 14th of May outlining the problems we were having but you didn’t reply! We thought at that stage that you were just working for the Property Management company, but it seems now from what we have been advised by Click Stay is that you are in fact the owner of the property too.

We look forward to your full and detailed response to our complaint.

Yours faithfully,

Gavin & Trudi Scott.

We had a very enjoyable stay. The house is very clean and tidy and communication with the owner was excellent throughout the booking process. Highly recommended.