Thomson Silver Villas, 2139 Morningstar.
(21.7.12) Villa changed on arrival and the one we were then allocated was of a very very poor standard – on arrival at Sanford Airport we were informed that our villa had been changed because it had gas. We were given another envelope along with instructions of where to obtain the key. When collecting the key we were not given details of a lock box as we were told everything will be in the pack.
On arrival at the villa (9pm Florida time – 2am UK time) it was quite apparent that it had not been cleaned (see supporting photographs), the bed sheets in the master bedroom were dirty (included human hair etc), bath towels/face towels were not clean (covered in pubic hairs), there were spills and bits of food on the floors in the main living and kitchen area, all three bathrooms had body hair and other traces of dirt and in addition to the cleanliness the pool screen was ripped, lights were not working in the master bedroom, dining area and hall way, the safe had been broken in to, the air conditioning was not working in bedroom two and there were no sheets for the sofa bed which we needed for my son to sleep on. We found a note from 1st Choice Holiday Management Company advising they would be coming to fix the pool screen and fix the light in the dining room but there wasn’t any mention of any of the other items. I called the 24/7 Holiday Line to report the state of the villa and the note that was left and they informed me the items on the list should have been address before arrival and that they would call me back to advise on how the matters would be addressed. Within 15 minutes they called back to inform us that they couldn’t get hold of anyone as it was out of hours and that someone would call in the morning. I managed to find a blanket and pillow which we layout on a couple of the sofa cushions that created a make shift bed for my son to sleep on in the room my husband and I was staying.
22.7.12 5.30am I called the 24/7 Holiday Line again as I couldn’t sleep in the bed due to the dirt as well as the terrible noise it made and asked for them to send someone in as soon as possible otherwise I would like to go home. Unfortunately as it was out of hours they were unable to do anything and informed me that the office would be open from 8.30am.
8.30am my husband rang the local Thomson Resort Team on the number provided to tell them of the situation, he was informed that someone would come out to have a look shortly. Between 8.30am and 11am my husband rang at least twice to find out when someone would be coming as the children wanted to go out and enjoy their holiday, he was advised that the telephone had been engaged and they couldn’t get through therefore my husband gave them his mobile number. 11am no-one had been in touch so my husband rang the 24/7 Holiday Line to advise that no-one had been out and given the way he felt along with the everyone else that if the matter was not resolved shortly that we would like to go home. The advisor assured my husband that someone would be out before lunch and checked the contact numbers for them to call back, at this point it was noted the phone number on the paper work was different from the one they could see at their end. Within 15 minutes of this telephone call a member of the resort team called my husband on his mobile to say they would be there in the next 10 minutes.
When the representative arrived it was quite apparent before she even looked at the villa she was not going to be very accommodating. Firstly she wanted to check the phone as it seemed to be engaged all the time (this may be due to the fact they had the incorrect number) and then she went on to give an excuse about being very busy so that is why they couldn't come any earlier. Anyway my husband spoke with her and as the minutes passed I could see she was not being very helpful and given that I hadn't had a lot of sleep and we had already wasted half a day waiting for someone to show up I decided to let her know my feelings. I asked if she would be happy getting into a bed that had a stranger’s body hair and god knows what else in and I also said that if the villa was to be of a silver standard then I would hate to see the bronze as this villa was disgusting. She informed me that it was a silver villa and that we wouldn't be moved, however she could sort out the cleanliness!! I also raised my concerns with only one key between two families and that we hadn't been given any details of a lock box either, she went to have a look and couldn't find anything and informed us that we would only normally have one key. The rep made a note of what needed doing immediately and assured us this would be done that day and any further queries should be raised through 1st Choice Management Company.
11pm After going out for the afternoon we were looking forward to coming back to a clean environment and a good night sleep! Well this was not to be the case as the bed sheets still hadn't been changed and the only cleaning that had be done was from behind the plant pot where dirt had been swept behind. I rang the number for 1st Choice and there was no answer, 10 minutes later Hotel Beds called to say someone had tried calling and so I informed them that someone would need to come out and change the bed sheets which should have been changed earlier and also on our return to the villa one of the smoke alarms was now bleeping. they advised they were at a party over an hour away and would not be able to do anything, also they had been in at 4pm that day and changed the sheets and done the cleaning! I was very angry at this point and informed them that none of this had been done and that someone would need to come now and sort out the smoke alarm as well as change the bed sheets. 12.20am they called to say they would be arriving in 20 minutes to sort out the smoke alarm and bed sheets.
When they arrived they changed the battery in the smoke alarm and changed the bed sheets although these were not the correct size, but I didn't care as long as they were clean. I asked them to also remove the over cover as this was smelly and needed cleaning. Before they left I mentioned the lock box and the need for another key and she informed me there was one which they showed me and gave me the code for.
23.7.12 We went out for the day and when we returned the bed sheets in the master bedroom had been replaced by brand new ones and the pool screen had also been repaired so we allowed the children to go in the pool. None of the other items were addressed but so it didn't impact on our holiday anymore we decided to spend as much time out of the villa as possible, the only down side to this was we always had to carry our passports and money because there was not a secure safe to keep these items in as it had been broken in to!
- Also Known As:
- Silver Villas Kissimmee, Florida