Valhalla Shire-Beautiful 5 bed private villa close to ChampionsGate and Disney!

Hello Laura. We are pleased that you and your family enjoyed your vacation in our home and hope you will come back and see us again in the future. Please note that as a guest you automatically become a member of the Evergreen Club and as such you will receive some discounts when re-booking your next stay, so please remember to mention that you are an Evergreen Club member, and state your reservation number when contacting us in the future. Your membership will save you money on your rental, on BBQ grills, pool heat if available, and other equipment too, and can also get you prioritized for early access to your home if and when available. We like to show our appreciation to our VIP guests, and thank them for their loyalty. It was our pleasure to host you ..... and we look forward to seeing you again soon!.

Thank you Frank for taking the time to review our property. We are sad that we could not achieve 5 stars from you - please contact us to let us know what we could have done to make your experience better.

Everett, thank you for taking the time to provide feedback on your stay. Though we do acknowledge your comments, it is important to understand that as a vacation home, items in the home do get used year-round. We routinely inspect all of our properties and use our judgment to replace anything that we feel has had its time. Looking at your suggestions, the whole home needs a facelift, and we just simply do not agree with that. We cannot overhaul the entire interior of a home on a regular basis. We do appreciate your comments and they were all noted. We are glad you enjoyed the rest of your visit, and we wish you luck on your future vacations!

It is always disappointing to get a negative review, and Steven did have a couple of issues but we would like to add some context to what he is saying. The guest who left the day Steven arrived left a 5-star review, and was clearly happy with the home. No issues with any dryer to report. Indeed, when the cleaners went to the house they did all the washing and everything else in preparation for Steven's arrival but reported that the dryer was taking longer than usual. This was the beginning of an issue with the dryer that we have mentioned in other responses where a part had to be ordered. I would stress though that the dryer continued to work though we had to manually adjust something inside it until the part came in to fix it. What Steven is not saying here though is that he had stayed in one of our other homes for the 3 days prior to arriving here. He apparently had a really good time there and, at no cost to him, we extended his check out time until 2 PM to make the transition to this home a little bit easier for him and his family. That was 'terrific' according to Stephen, yet no review was left for the earlier stay which we found disappointing, especially as it was the same management company that catered so well for him there that is lambasted here. It is always sad when people are so selective that they choose to concentrate on a negative without giving any credit at all for a positive. Why is that? Anyway, regarding the pool issue, Steven contacted us at 10:40 AM on 12/15. The pool had been working fine until then by his own admission, but the breaker had tripped. We were there the same afternoon to put it back on again though. It did heat up the following day to full temperature but Steven left on the morning of the 17th. Again, it is disappointing to us that we did everything we could to address the issue and had it resolved within hours, thinking that the guest would clearly see that and acknowledge it, only to find a 2-star review waiting for us a couple of weeks later. That is the context that we think Steven forgot to mention in his attack on us, and while we are obviously sorry that not everything went to plan for him and his family in this home, we do wish he had taken his experience with Evergreen at both homes into account when leaving his review. Unfortunately, it seems as though that was beyond him.

Hello Sherry. As always, we appreciate the feedback and we are sorry that your experience did not match your expectations. We take customer service very seriously and your comments have been passed on to various team members, and will be addressed accordingly. We want all our guests to have the best stay possible and everything we do is geared towards this. We try to be as honest as possible with the listing and the photographs so that a guest knows exactly what they are getting. We inspect every home before and after every guest and when presented with an issue, we address it within 24 hours, if the guest lets us know about it while they are actually here. We don’t always get things right but we really do try and if we let you down on this occasion, then please accept our apologies. What we would add here though is that the pool heater was on but unknown to us, the breaker had tripped. We had somebody there within an hour to reset it and an electrician later came out to replace that breaker. This was at a time when the guest had checked in 2 hours early at no extra charge and had complained within 9 minutes of arriving at the house. We tried to accommodate the early check-in and it would have been nice if that had been acknowlegded in the review. Regarding the parking, it is disappointing to see the comment that she waited all day for a response. This was the chain of events regarding that. She first mentioned the issue at 4:22 PM. I responded at 4:38. She wrote again at 4:48 and I responded again at 4:49. I then contacted the owner, who agreed to allow the items in the garage to be rearranged to accommodate the vehicle. and I passed that on to the guest at 5:05. The entire chain of events including all the emails lasted for 43 minutes. Not quite all day! We did address these issues for the guest and we do hope to see her again in the future.

Jeffrey is one of the worst guests we have ever had in any of our properties. 160,000 so far, this chap ranks right up there. It was email after email after email from him and though we responded, he did not seem to have the intelligence to read what was being sent to him from us. A prime example of this would be when we ask guests to pre-book the pool heat before they arrive. He got that email, read it, even responded to it, but despite having booked this house in March for an arrival in December he left it until the morning of arrival to request the pool heat. We sent him the payment request for a reduced rate for his 12 night stay of $175, but he then protested that he was being charged $400 and that we had not informed him of that. I asked him to show me the $400 request because it was clearly not there, as VRBO can attest to. He can see it for himself too but seemed intent on causing trouble even at this stage of the transaction. Of course he never did show me the $400 request but he did go an a rampage for what we believe was nuisance value, complaining about just about everything that he possibly could, all this before he even arrived at the home. When he did arrive at the property, we have to admit that the dryer was not working. Our cleaners had been in there the same day and cleaned everything in the home using the same dryer but there was an issue with it that we thought had been addressed by a tech just before and we were trying to address it again, with the part being ordered with express delivery. Unfortunately, when Jeffrey got there, his wife decided that she didn't want to stay there because the 20 clean towels in the house were not enough and she wanted a dryer that was working correctly. We explained that it was being addressed but Jeffrey and his wife both predictably became abusive to us and it was actually them that said they wanted to move to another home. I called VRBO to discuss options, but they agreed with me that it was completely irrational to want to leave a home for that reason at this stage. I called Jeffrey and told him that VRBO agreed with me that it was a gross overreaction by his wife which of course set him off again, showering us with insults and demanding all kinds of compensation. It was torturous to deal with him at this point. I tried not to laugh at his immaturity, but it was like talking to a petulant child. He made little sense with his high pitched rambling, but when he started making all kinds of threats to us I reluctantly agreed that he could move if he wanted and that we would refund him, which we ultimately did. There are just times in life when we all come into contact with the wrong people, where it just leaves you shaking your head, wondering just how such people have made it through life behaving like that, and what it was that made them like they are. That is where we were with Jeffrey, though it was hard to have any sympathy for him at that moment. I have the full transcript on the VRBO dashboard of all the communication Jeffrey and I had and I would be happy to share it with anybody that asks so that you can judge it for yourself if you wish to. At the end of the day though we get a 2-star review, and Jeffrey gets a pass despite being one of the worst people we have ever had to deal with. Thankfully, we will never have to deal with Jeffrey again, which is probably the only positive to take away from this bizarre experience.

Hello Jessica and thank you for taking the time to leave a review of your experience. We are very sorry that you feel the way you do about your vacation home, but we do all we can to ensure a home is well up to standard and that includes inspecting every property before and after every guest. That attention to detail was carried out in this case too and we were genuinely satisfied with the home before you arrived. That said, we do take all feedback seriously and we have already shared yours with our team to help improve our services going forward. In our defense here, we feel some context should be added. During your stay, you never sent us one email mentioning any of these issues. In fact the first thing we did hear from you was a phone call 2 days after you arrived where you mentioned the ants in the microwave but nothing else. The ants in the microwave were actually caused by you leaving food in there yourself which is what attracted them in the first place, something that we do advise guests not to do. That being said, the only other issue you mentioned was about a bird flying around the pool enclosure, and you wanted it removing. That appears to be what bothered you the most but unless you can prove otherwise, none of the cleaning issues you now mention in your review were ever mentioned to us once during your stay. We understand you leaving some feedback but we feel that it was exaggerated in content and far from fair on us given that we do everything we possibly can to address an issue that we are actually told about. That was not the case here unfortunately, and I am sure you know that. Take care.

Hello Kathryn. We are pleased that you and your family enjoyed your vacation in our home and hope you will come back and see us again in the future. Please note that as a guest you automatically become a member of the Evergreen Club and as such you will receive some discounts when re-booking your next stay, so please remember to mention that you are an Evergreen Club member, and state your reservation number when contacting us in the future. Your membership will save you money on your rental, on BBQ grills, pool heat if available, and other equipment too, and can also get you prioritized for early access to your home if and when available. We like to show our appreciation to our VIP guests, and thank them for their loyalty. It was our pleasure to host you ..... and we look forward to seeing you again soon!.

What a stunning review, and symptomatic with everything that is wrong with the review culture on VRBO. Before I write my response, let me just say that I have every communication available to share with any interested parties. Both sides of this conversation would be sent to anyone with no omissions for you to decide just how truthful Ruth is being and whether or not I was as rude and unprofessional as she makes out. For a start, most of her conversations in writing were with Jennifer who is actually a woman. Secondly, she never mentioned anything about cockroaches at any point during her entire stay. She saved them for the review, bless her, so that she could pad it out a little bit more. The biggest part of her review revolves around the hurricane though and when I tell you what really happened, you will probably be as staggered as I was at the time. When we get a hurricane, we have a protocol in place and we send every guest staying with us a list of instructions with reassurance that when any curfews have ended, we will be visiting every home to assess any damage and take care of any issues. Hurricane Ian was always going to be a wet hurricane, not necessarily a destructive one. Nevertheless, we always expect the worst and prepare for it. It is quite true that I live relatively close to this home as I do all my properties, but my own home actually suffered more damage than all the others I look after except for one on this occasion. Still, we had many guests who were concerned here which is why I usually stay up the entire night during an event like this and I respond to emails or phonecalls that I receive right through to the next morning. On this particular night, I did just that but with my internet being intermittent, and water seeping through my own ceiling, it wasn't always possible to address everything immediately. That said, I did not sleep at all and did communicate with every guest who contacted us during the night, which did not include Ruth at any point. Not once, either by phone or email, easily provable On the day she was supposed to check out though, she sent an email saying that she was refusing to leave the home. I asked why and her response was staggering. She said it was because I had not called her during the night of the hurricane to ask if she was OK. She agreed that she had not communicated with us either but said that I should have called her to see if she was 'frightened'. She said I should have called to tell her that everything was 'going to be OK'. I told her that I am a property manager, not Dr Phil. I never said she was mental, but did suggest that she might be a couple of sandwiches short of a picnic. But to have someone refuse to leave a home for the reason she was giving was unbelievable and probably the most childish act that I have ever witnessed from any guest in the past. Of course, from that moment a 1-star review was inevitable, but should anybody read the entire exchange then you might at least see a different side to Ruth's story, and it goes without saying that we would never want her anywhere near us again in the future. Anyone who comes to Florida should know that hurricanes do occasionally happen, and that no company is going to call them in the middle of the night and read them a bedtime story. Unfortunately Ruth didn't. Is that really our fault