Let me 1st say, I don’t like to leave negative reviews but I like to read reviews before booking. This house has many pros but the cons began to take over.
Pros: House is just as beautiful or even more so than the pictures. Immaculately cleaned inside, fresh smelling and clean linens. Very spacious, the pics do not do it justice. If you are booking this home know it’s beautiful.
What was aggravating and negative was the handling by Encore team to some pretty simple issues.
Since my arrival, pulling into home driveway, I have been notifying the encore team about garbage from prior guest just laying by the side of the house and not picked up. (no big deal, just please get it up). No resolution. Multiple daily calls and 2 visits from staff were useless. By day 3, maggots began to take over and the stench in the front yard was unbearable. On my departure day (5), is when the garbage was removed finally. Respectfully, I bagged my garbage and placed in garage until garbage day.
The pool water was cloudy since day 1 (not a huge deal) made many calls but no response until day 3 when a pool contractor came and and dumped 1bucket of chlorine in and left. It still remained cloudy. Called again , same reply” we will take care of it” but after multiple calls and messages, we left the same cloudy pool we arrived to. Paid for pool heat, worked one day off the next, on the following off the next ???????
Now …..This is my 4th time staying at encore and I am quite appalled at the lack of response to fix these things with some urgency. I was literally begging any representative I spoke with for some resolution. Managers were “forwarded” my information but never called me back as they stated. On the morning of check out I called the helpline at 8am and refused to get off the phone until a manager came on. Do not call after 9:30 as you will be on hold forever. He was respectful and listened to all my concerns and was able to see all the call logs I’ve made. He took my information and called me back as promised. Reunion has agreed to refund me one nights stay because they know this was completely unacceptable. ( still waiting for refund).
I live in south Florida with my own pool. Why would I pay $6000 for this. I really enjoyed staying at ENCORE RESORT and have recommended it to so many people, but this left a bad taste in my mouth for sure. The refund was thoughtful of them but they need to do better !
