It seems that these units are individually owned. We chose this property because of the good reviews on VRBO and the location for our time at Universal Halloween Horror Nights. We arrived at 10:45 at night, walked around the villa and in the downstairs bed and bath there were dead cockroaches. We attempted to contact/text the host with the contact information on their welcome letter, there was no reply. We went through VRBO and were finally able to get a response. She asked for pictures and offered to move us to a different unit in the same building. Same unit means connected; we didn't feel comfortable with it. We had some trouble getting contact information from her, guessing vrbo was blocking it somehow since her email came over as all dashes (same thing that was showing on her welcome letter). It is now after midnight. The next morning at 9:09am, she sends an email that she will send pest control over that day. We had left the night before (actually very early Friday morning), found a place ½ hour away that would let us stay until Monday, I advised her of this and asked for a refund and she said “I don't think so. I replied to your message immediately after you sent it to me. and I offered you to switch your booking to an identical unit in the same building. We reserved this unit for your group since you booked it. We may be able to give you some discount for the first night stay due to the problem, but we cannot give you a full refund for your stay. Pest control service is ordered today for 109 to clean out the issue.” I forwarded her welcome letter to show it did not contain accurate information along with a copy of the initial text I sent. This whole time we were trying to enjoy our night at Halloween Horror Nights. No response until 9pm Friday night (almost a full 24 hours after our initial attempt of contact). “We have 10 townhome units in Vista Cay. I have many options for your group if you don't want to stay near 109. The email didn't go through because VRBO blocked it. However, you can call either one of the phones to notice us the problem.” On Saturday morning I reiterated that the contact information was faulty and that if she had offered another building on that Thursday night, we would have tried it. No response. I sent a follow up email on Tuesday after our return home and asked for her to work with us and at least reimburse over what we had budgeted for. That would have left her with about $600.00. She refused, she said she could give us credit for another stay. Really? That is a hard pass! I forwarded information to VRBO, they immediately closed the case and told me to go back to the host. Beware of unit 109 Vista Cay or the host named Rene Yan. Last time I will book with VRBO as well.
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