Magical Village Gem

The helpful, polite people in the clubhouse and lobby responded promptly when we reported plumbing trouble, and the unit was spacious, with comfortable beds and newer appliances. It’s also near Disney parks and grocery stores. Still, this didn’t feel like the resort described online, with its promise of luxurious townhomes and full concierge service. The atmosphere felt more like an apartment complex, and some homes looked lived in, with Christmas decorations and Ring cameras. Our place seemed dated and worn, with torn screens, dirty windows, tired living room furniture, a dull interior, and very limited TV channels. A couple of sinks had no hot water, the toilets barely flushed, and the freezer leaked onto the kitchen floor. There’s a gate, but no real security: the exit side is always open. One night we saw two people dropped off and walk right in through it. We expected something quite different.

The staff were good, and the place was comfortable and really convenient. Cleanliness could have been better, though. We found dried contact lenses on the floor, hair on the bed, limescale in the showers, and lots of leaves by the entrance and around the grilling areas.

The sheets had dried blood on them, as shown in the photos I sent, and my girlfriend woke up with numerous bites after sleeping in the bed. We had our eight-month-old baby with us, so finding out we’d been sleeping on blood-stained sheets was absolutely unacceptable. The master shower was clogged from the time we arrived, and I had to stop a maintenance worker myself to get it cleared. I contacted the hotel, sent emails and video evidence, and called several times asking for a manager. Each time I was told management wasn’t available. Nobody returned my calls or followed up. I gave them chances to fix this before writing, but they failed to do so. The lack of cleanliness, accountability, and basic customer service was shocking. I’d strongly recommend staying elsewhere if you want to avoid unsanitary conditions and management that ignores guests.

My son cut the sole of his foot on pieces of glass left in the carpet by a previous guest. We also found that guest’s dirty underwear. The cleanliness was terrible. I complained, but the manager stopped replying, and the refund they offered never came.