"Sunset Hideaway" - Enchanted Lakeside Retreat

We are so glad your group enjoyed their stay and had so much fun. Also happy that we were able to rectify the one issue so quickly. We are sorry that there was a misunderstanding about the pool heat. There was no extra charge to you for the pool heat during your stay. Each family likes the pool temperature to be different and when you requested it to be warmer, we immediately turned it up. We will purchase more serving bowls for future guests, as this is the first time it has been mentioned to us as being an issue. Thanks again for staying with us and we hope to welcome you again during your next trip to Orlando.

We work extremely hard to maintain the home and treat our guests very well. Our reviews for the property reflect that hard work. It is a little unfair to rate the property based on your experience of the resort. You can review the resort on google. You were 100% aware of the size of the pool from the pictures on line and you chose the house based on those images. I strongly suggest that next time you rent a home, you review what you are renting before you book. This pool area is the largest area for a townhouse you can rent in the area, with a south facing pool and lake view, doesn't get any better at this price range. Thanks again for renting with us and we find it very unfortunate that you chose to rate the house so negatively.

We are sorry your experience was not what you expected. We appreciate your feedback and your concerns have been shared with the HOA, who is responsible for enforcing noise complaints. When you contacted us about the noise, we personally went to knock on people’s doors to ask them to turn the music off. Since then, the resort has adopted new measurements including roving patrol officers who will patrol on weekends/busy times to control noise. When you first contacted us about the community pool, we shared that the part needed to repair it was back ordered & the community manager was working to get it fixed as quickly as possible. But the part was out of stock due to Covid production delays, something neither we, nor the pool company can control. We offered to heat the backyard pool to any temperature you wanted, free of charge. In addition, the other community pool was heated. The hot tub is not broken, but part of Covid restrictions, like the community exercise gym & arcade, also out of our control. We are disappointed in your low review of our home. All of your negative comments are things that were out of our control, and we did everything within our control to try to make it better while you were here. In fact, we followed up after you left to get the HOA to remedy these things. We work hard to ensure our guests have an enjoyable & comfortable stay in our home.

Hi Molly, Thank you for being our guests! We are very happy you enjoyed your time at the house! We are committed to provide contemporary and very clean environment for our guests especially in the current situation! Thank you for the check in feedback, we have sent it to our HOA. The resort has adopted a new check in system and software that are used in most other resorts. We are all new to it and are currently adding more personnel so the process should speed up significantly! We look forward to having you back for a future trip!

Hi La’Quttia, We are very happy you enjoyed your stay! Looking forward to having you back for a future trip!

Hi Perry, We wish you have mentioned something about your experience with the neighbors as we could have addressed it through the HOA. We don't have control over other homes guests directly but we do have tools to address situations and will personally send a message to the HOA to ensure this doesn't happen again. Our gate process is being changed as we speak to a new easy check in process. We truly appreciate your feedback! We strive to make everyone's vacation relaxing and enjoyable, and we were very disappointed to hear that other renters in the neighborhood were not respectful. We are glad you have enjoyed the house as we put a great amount of efforts to ensure highest standards of cleanliness and comfort are there for our guests.

Hi Robin, We are glad you enjoyed your time with us! We look forward to having you back for a future stay!