15 mins to Disney + Resort Facilities + Sensory Room - Lazy River Waterslides
Paul & Jill Melvin
About Paul & Jill Melvin
Jill and Paul Melvin have owned their own home in Orlando since 2001 and have been involved in the short term rental industry since then. They now look after over 80 homes in the Orlando area on behalf their owners and have received numerous industry awards including Top Rental Manager in Orlando in 2012 by Trip Advisor followed by the Gold Top Vacation Rental Award in 2013, a Highly Rated Award in 2016 and their Certificate of Excellence in 2017. HomeAway have also rated them as a Premier Partner due to the quality of the homes they manage, a reliable bookings process, great feedback from guests and competitive rates which gives them the confidence to book again and again.
Check-in: 4:00 pm
Check-out: 11:00 am
Minimum age of primary renter:1
No refunds for cancellations made after payment is made
The Pictures are NOT Reality
Let me begin with this, I think I would feel differently about this house and the overall experience of the property if the Property Management company was better with customer service and actually were accommodating and helpful when problems arose.
This is not our first time booking homes through HomeAway. We have had great experiences leading up to this and have had no issues before this house. We travel as a group always around Thanksgiving to enjoy time with family; however, this was very disappointing. While the house held our group well (nice open layout, nice that everyone had their own bathroom and bedroom, and a place for kids to go a play), the bedrooms themselves were very disappointing. The King bedroom bed frame was broken, the other king bedroom with bathroom attached had a hospital bed for a bed to sleep in all week which was VERY uncomfortable, all of the mattresses were very squeaky, and all of the cable boxes for the televisions were laying on the floor in the bedroom. In one of the rooms we had to put a small laundry basket upside down to hold the box.
We were excited about the pool and hot tub in the back yard, but when we went to get in it, it was ice cold. We called about pool heat and were told that (on top of the total cost of the rental) that we would have to pay $30 a day for heat. This was not anywhere in the initial booking/ spelled out before we agreed on this house (and we have never paid for pool heat at any of the other houses that we stayed in). The cable boxes were not working either. Furthermore, when I called the reservation property- Orlando Holiday Property- upon our arrival (Sat) to tell them about these items, they never returned my call. I had to call back on Monday at 11am to follow up. When I did get a manager, she was rude and unwilling to help solve any issues that I was bringing to her attention. I asked her if she could assist with anything and to understand where I was coming from and she was unwavering with no sympathy for any of our concerns. I asked her to help with pool heat and she told me that there would be a $30/day fee as well as a turn off fee since we would not have it the entire week since this was now on Monday and we were leaving Saturday morning. I have NEVER met a person who had such horrible customer service in my life....and I work in customer service.
I hope the property owners find a new company to represent them, because this gives this house a horrible review
Hi Amy, I’m so sorry you felt the need to post a review like this as we did as a Company go above and beyond to help you with any issues. Our listing on HomeAway’s website clearly states Pool Heat is an extra and payment would be required to heat the pool. This was also reiterated on your payment confirmations and finally on your directions and door codes to the home. Unfortunately, one of the bed frames was indeed broken and we subsequently sent a member of our Maintenance Team to the home the very next day to repair this. We did apologise to you which at the time you did accept. The hospital style bed in the home is for the Home Owners Daughter. The home is in fact advertised as being disabled friendly and the actual bed is visible on all our pictures and video of the home. You did comment to my Reservations Manager that you hadn’t looked at all the picture of the home prior to booking. Therefore, I do feel your comments are unfair. At no point in time where any of our team rude to you. You made several nasty comments regarding the disabled bed which I am not going to put in writing. Your main gripe seemed to be for free pool heat. We explained that this home has a Gas Pool Heater and we could not simply give free pool heat as it was evident before and during the booking process that pool heat is an extra (we also do not charge $30 for turning pool heat on for stays of 5 nights and over). You were really not happy with this hence this review.
Lovely house in a great area.
We, a family of 5 stayed in early November. We had the most fantastic time and loved this house. It was clean and spacious and had everything we wanted. We all particularly loved the pool and spa area and spent a lot of time there even in preference to the parks sometimes! On most days if traffic was good we would make Disney parks in 20 minutes and universal in about 35. Discovery cove was our favourite place. Just a magical day.
But I can't recommend this house enough. The kids loved the games room too. Beds were very comfy as was lovely couch in living area. Would definitely return here. Hopefully sooner rather than later. Didn't want to leave Florida. Was best holiday of our lives so far!
Thank you for your lovely review. I'm so glad you enjoyed your stay. I hope you stay with us again on your next Orlando Vacation.