Luxury home with private pool & spa for up to 10 guests

Hi Candice, Thank you so much for your feedback. We are glad that you enjoyed your stay with us! When you come back to Florida come stay with us again (:

Dear HomeAway user, We are obviously disappointed to read this review, especially because so many guests already spent wonderful times in this beautiful villa. The comments do not reflect reality, they seem to have been written in a moment of anger and frustration. Please read our feedback hereafter. The property has been inspected prior to arrival. There was no visible leak, and the dryer and washer worked fine (housekeeping just used them to clean the house linens). When the guest called the emergency line at 1am, they did not follow the instructions. We called them back at 9am and sent our handyman after they informed us about the leak. It turned out that a water evacuation line cracked. It was located underneath the tiled floor of one of the upstairs bathrooms. We understand that this is an unfortunate event, however there is nothing we could have done to prevent it, and it only became visible when water dropped from the ceiling. We asked the guest not to use this bathroom until further notice (there are 3 others in the house) and that stopped the leak. The next day the dryer stopped working. Another unfortunate event, but again something nobody could have prevented (all appliances are of the regular household type from the regular brands). When an appliance has a technical problem, all we can do is send a repair technician, which we did. That same day, we also offered the guest to cancel their stay at this property and to reimburse the remaining days. This was done in written, by email (so we can keep proof of what we do). We never received a response. Regarding mold and mildew, it is a serious accusation to suggest the presence of those. These comments should not be allowed without any particular knowledge or proof from a professional. When the repair works in the bathroom were carried out, a check for mold has been done and turned out te be 100% negative. The goal of a review should be to provide personal feedback, positive or negative, but not to take revenge and potentially ruin someone's business (both ours, as a management company, and the homeowner's, who rents out his villa). All necessary repairs have been carried out, with some new additions, such as new window drapes and awnings on the pool deck. This villa is, and will remain, a beautiful (and safe) property in a well-maintained community! Sincerely, The Horizon Vacation Homes team.

Dear HomeAway user, Please find our response to the review hereunder. We received a phone call from the guest, who reported 2 issues: 1) 1 screw that came loose from the footrest of a bar stool, and 2) the pool light did not work. He also mentioned that he 'just wanted to report this, but nothing was major or urgent'. We sent our handyman to the property anyway, who put back the screw into the footrest. There were no other screws to be fixed, especially not in the cupboard. We also created a work order for the pool specialist to have the pool light bulb replaced, however this is a more complicated repair and it takes longer before it can be scheduled. It has been fixed in the meantime. The lights on the pool deck worked fine. The guest is responsible for putting the trash cans by the curb side, and back in. There is absolutely no reason not to plan anything on trash day: cans can be put outside on the previous day already, and back in by midnight on trash day. There are different days depending on the type of trash, these rules are defined by the county. That is why we explain everything clearly on a note. All towels were cleaned prior to arrival, and the home was inspected after the clean. In the unlikely event a housekeeping issue occurs, this has to reported after check-in (nothing was reported). We cannot comment on the situation with the neighbor because we don't know about the actual circumstances. So far, no neighbor related incidents had been reported for this property. We regret to read that the guest feels maintenance was very poor and no solution was offered after calling. Only 2 minor issues were reported, the loose screw and the pool light, and 1 of them was repaired immediately. Only the pool light took longer for the reason explained above. This is still a very beautiful property, completely renovated last November. Sincerely, the Horizon Vacation Homes team.

Dear guests, dear HomeAway/VRBO user, unfortunately we do not have enough space here to copy our previous answers to Elissa, so we need to be brief in our feedback. First we would like to point out that all housekeeping related comments were made post-arrival, absolutely none of them have been communicated to us during the stay. We personally (Yann and David) inspected the property pre-arrival, and could only see that our regular housekeepers had done an excellent job. The kitchen was clean, there was no dirt left between the fridge and side, all doors were clean, all rugs and carpets have been vacuumed, we even sent a professional carpet cleaner to remove a stain that was made by the previous guest. Unfortunately there was not enough time to do this before arrival, so it was done the next morning. We don't understand why this was turned into a complaint, on the contrary, it proves how much we care about the cleanliness of the property. There was no dust in the property, and no rubber gloves were left, all bathrooms were spotless and didn't smell bad at all, there were no ants or bugs during inspection. It does not prevent ants or bugs (they come with Florida's natural environment) to enter the property during the stay, especially when it gets cold outside, but in any case we were not informed about this. Obviously, we never asked to make the beds prior to departure, we only asked to strip the bedlinens, and leave them on the floor or by the washer. The paperwork was sent to us at the very last moment, and was missing important info. When we met the guests family in person at the property on their first morning, we mentioned that the previous guest broke the child fence on top of the stairs, and that the guest toilet (note there are 4 others) was leaking. We also said that our handyman would fix all this, which he did on Friday morning (even though the guests's husband told us we shouldn't bother about the guest toilet). It is very sad to see how all this negative comments and complaints were made after we refused to issue a refund for pool heat, which worked perfectly (pool 95F, spa 100F, we took pictures to proof). Finally, this is a self catering rental. We only provide 1 roll per toilet, hand soap and 2 dishwasher tablets and garbage bags. This is standard procedure in all vacation rentals in Central FL. This property is still fabulous, completely renovated in Nov 2017, and all other guests loved it. Sincerely, David & Yann.