Encore Resort at Reunion

I went to this particular resort for my family vacation in July (2019) checking in was easy! I had a 6 bed room 6 bath house with a swimming pool!! I had over 12 guest and it was more than accommodating!!! What I especially liked was the decor of this particular house.... the resort sent me pictures of the exact home and it was everything that I expected (LUXURY) I will not go for anything less!!! I am very meticulous about where my family and I will stay!!! The home had a really nice pool and hot tub that the teenagers and adults absolutely enjoyed day and night!!! The house also had an alarm in case the little ones went outside near the pool and too me that was a major plus.... My pool and jacuzzi had a huge covering over the entire area which was really nice!!! There was security at the entry point which is a must for me!! Community as a whole was very upscale!!! Hey don’t know if I should be telling you guys this but what the heck!!! Judge Greg Mathis just had purchased a house at this resort!! There is 2 NFL players that live there don’t remember their names because I’m not into football like that!!! And a comedian name Fluffy don’t know him either. I will say this INSPECT ALL FURNITURE because while it may be pleasing to the eye it’s CHEAP!!! Nice but CHEAP!!! Also we did have several issues with the WIFI!!! They did accommodate me with a $50.00 gift card only to be used at their property.... brought 3 really nice Tie-dye t shirts. Again really really nice house and I will be going again next year in July!! Also lastly I would not rent through Airbnb due to them wanting all the money up front .... I would rent directly through the company if Airbnb is cheaper let them know that and they will try and get as close to that price as possible.... depending on the house they give you up until the day before you arrive to be paid in full!! I dealt with Emily initially and she was really a good sales person!!! You will have to stay on top of your billing!!! Every time you call in a payment just make sure that your balance is correct!!!!

First the good. The Villas here are beautiful. We rented a 5 bed villa, all of the bedrooms are huge, and have either an ensuite or a bathroom next door. The kids adored their room which had a queen bed over a double bed in a cool bunk bed arrangement. There is tonnes of room in the living room and kitchen, plus we had a games room in the double garage and a "movie" room in the mezzanine area outside the bedrooms. The kitchen is well appointed with all of the amenities you would expect. The waterpark is lovely (very quiet when we stayed) and the food from Finns was great. But - on day 1 I reported that the icemaker drawer in the fridge was broken. Maintenance came and took it away, but it wasn't until day 4 that it got replaced. Even then, it wasn't working properly, and ice kept melting in the door slot. The fridge water was also warm suggesting a general problem with the fridge. Second issue - cockroaches. The villas have no cleaning equipment other than a sweep broom. No vacuum cleaner or mop. So if someone drops something on the floor it pretty much stays there. We saw 9 or 10 cockroaches (standard amercian kind) during our stay which was a little off-putting to say the least. Third issue - red ants (the bitey kind) right by the pool. The pool was lovely and clean but there was no evidence of any kind of pest control. Given that we stayed for 2 weeks it would have been nice to have a housekeeping refresh at the end of week one. Instead we ended up washing the towels and sheets ourselves. We did get a replacement sheet early on in the stay as the sheet that was fitted was stained. Housekeeping sorted that out quite quickly. We were disturbed by a neighbouring villa once as they had a party until 3am. They started again the next evening and having informed security it was shut down at 11pm - useful to know that noise is not permitted after 11pm, although had we known that the previous night more sleep would have been gained by all! Final issue, our villa was on the corner opposite the trash compacting plant. For some reason the plant was emptied at around 2am every night by a lorry with loud reversing noises. Why? Who empties trash at 2am?

First, lets start off with the good points. The house itself was great! My guests enjoyed their stay. The property is clean and beautiful. Now to my complaints.... The first thing I noticed is that they will mislead you and promise you things that are not available prior to arriving to secure your booking(or it could be untrained staff who gives out misinformation). If you have an issue it takes them hours to come and resolve the issue or they don't come at all. I had an issue with the A/C upstairs TWICE for my 4 night reservation and each time it took them over 3 hours to come. The first time I was forgiving and understood. The second time it happened in 90 degree weather in a house with 7 bedrooms upstairs I was not so forgiving. Everyone was hot and uncomfortable for hours!! They did not have enough towels in the house, which would have been okay but the washer and dryer upstairs did not work. The set downstairs that did work did not function properly. We literally spent the entire 4 nights washing and drying towels so that everyone had enough. I also reported this problem and no one came to resolve the issue. When I reported all of my concerns to Danis the Guest Services Manager he would not issue a refund of any sort for the inconveniences that occurred during my stay. He stated that he could issue me 10% off IF I TRUSTED THEM ENOUGH TO STAY AGAIN. Why would I trust this company again?? I asked to speak to his manager and he told me NO he would not elevate my issue higher. So here we are at the point of my issue being blocked from reaching the appropriate authorities so I have to come here. I don't believe in these type of systems. All guests should be able to be heard and also have their complaints resolved. I spent thousands of dollars to stay at this property. I am used to amazing service in the places I choose to stay. I actually chose this property because of the amazing reviews. The reviews do not match the service received during my stay.