Luxury villa in Windsor Palms Resort, pool/spa, TVs, game room, close to Disney

We are very sorry about the issue with new the gate system software, which had just been implemented a couple of weeks before these guests arrived. We, owners, had to learn how to use it and there were mistakes made not just by us but other owners as well. We know how to work with this new system now so this won't happen again. However, the resort will not allow drivers that are not registered with the gate so it is important that you follow our check in instructions and provide the names of people that will be driving in and out of the resort if they are different from the person that did the reservation. The same applies to people entering the resort using ride services like Uber, they need to be registered as well. Most resorts in the area have implemented these new security measures for the protection of our guests and their families.

Thank you so much, we enjoyed having you and your family as guests and look forward to having you visit us again in the future.

Thank you! It was a pleasure to host you and your family. You are welcome any time.

We have worked with this property manager for 10 years; he has a professional cleaning crew with strict cleaning standards and a pool service that so far has given us no problems. I find it very hard to believe that there were cleaning issues in the house or pool, but this is why we encourage guests to notify us of these issues. If my manager is not doing his job, I need to know. But none of these complaints came to light until after I brought up a couple of damages found after the stay. When this guest checked out, the manager found a sliding door that had been slammed shut with such force that the metal latch broke, so the guest left a baby gate holding the door shut. There was also damage to the pool table, where the pockets were ripped so balls would fall right through to the floor. This is a new pool table with only two previous guests' use. I find it very hard to believe that these damages were missed by the manager in the pre-checkin inspection, he has a check list, pictures, etc, but again, they should have been reported. The guest was advised that after 4 days of torrential rain due to a tropical storm the pool had to be treated and it was going to be cloudy for a day. It was not dirty, and we explained this to the guest several times. We have pictures of the pool the day it was treated and after, when it shows it perfectly clear, no debris. The hot tub knob disappeared, not sure how, as it was there on check-in, and when the guest reported it, the manager fixed the issue first thing in the morning, however, someone had been mucking with the settings and disabled the hot tub heat path, leaving only the main pool heat enabled, so it took 2 trips to fix the issue (2 days, not 3). The previous guest used the hot tub with no problems. The ice maker did break, and we couldn't find a service person to come during this guest's stay but the manager provided ice trays and if they were not enough, he would have gladly taken more, but the guest never asked, nor did the guest ask for more towels. The house is equipped with towels for 13 people, at least 2 towels per person, if not more, but I will have the manager double check to make sure there are enough for the house capacity. This guest had a lot of visitors so it could explain the insufficient number of towels, but we will check. We wholeheartedly welcome families to stay at our vacation home but we ask that you treat the house as your own and partner with us if something is not right. .

Thank you for bringing these issues to our attention, we are addressing them as we speak. The property manager is very responsive, he is looking into the mailbox full issue as well. Thanks again!

I am sorry that you were disappointed at not finding shampoo, laundry detergent and Lysol wipes. We do provide, as a courtesy to our guests, small hand soaps, toilet paper in all bathrooms, a small dish detergent and dishwasher detergent tablet, etc. They are enough essentials to get you started, but guests need to procure themselves with the bathroom and kitchen supplies that they will need for their stay. I will make sure we state this clearly in the listing to avoid confusion.