By far the worst experience I have ever encountered and the customer service was appalling to say the least. With no dramatization, I would have to say this stay and lack of customer service ruined our vacation! Do yourself a favor and learn from our misfortune...book your stay elsewhere that customer service still exists!!!! I could literally write a book on the examples of how poorly we were treated and how the services/amenities that are listed as included are not. In addition I was told that I would be contacted by management to address my concerns and that was over 4 days ago and still no phone call! read more

This was one of the best vacation resorts my family and i have ever stayed at. These condos have so much space and the decor was modern and meshed so well. When speaking to the staff, they were always professional and informative. This unit had a laundry room which allowed us to wash clothes before we left and not travel with dirty clothes. They had silverware for the children (plastic) which was perfect. The kitchen was equipped with good cookware and non stick pots. I absolutely loved it. The beds were comfortable and clean. There were a few things that can be improved. I didn't like having to enter the property from the pool side as I was traveling with children. There should be a key pad out front as well. There was not enough parking. If another family came they would have difficulty getting in. Other than that I would rate my stay 5 stars easy. read more

Currently about 3 days in to what is supposed to be a month+ long stay at a Casiola-managed property. MOST HORRIBLE CUSTOMER SERVICE WE HAVE EVER EXPERIENCED. House was not ready in time, floors were filthy. Ended up purchasing our own cleaning supplies at Target. Decided to just try and make it work, but the washer isn't working and we have to have a washer and dryer. We've been attempting to Contact "Dennis", calling the Casiola number, etc. for 3 days and no one is responding back to us. We booked through AirBnB, so just wanted to get a warning out there to anyone who comes across these reviews - make sure to not rent through Casiola! read more

Worst communication. They have not fixed our issue with broken water heater in our pool. We have been here for 8 days and haven't used the pool. House full of many upset children and frustrated parents. read more

Was here for a week long vacation. Upon entering the unit at check-in time it had not been cleaned and sanitized. No one informed me about this, couldn't check in until 1.5-2 hrs later. I was offered a compensation for that. Fast forward to day 2, seen we had a pest problem with ants in the unit. Contacted Casiola, supposed to be sending Terminex out never showed. Was forced to buy Raid spray. Day 3, our AC unit went out. Keep in mind it's 90 degree weather. We had no AC for almost a day. Eventually got fixed. Customer service is horrible. Wasn't compensated anymore for these huge inconveniences that we experienced because of them. Only could speak to a answering service. If the property is ran through Casiola, keep going. Awful, awful, awful!!! read more

We just got back from a stay at a Casiola home in Orlando. The home was big and roomy and the private pool was exactly what we wanted. However, the lack of customer service really ruined this experience for us. First, I was not super impressed with the cleanliness of the house. It was definitely just a surface level clean. The carpets were vaccuumed, but you could tell they were filthy. They need a good deep clean. The walls were very scuffed and the game room equipment was quite worn down. We were okay with all of this because we were just happy to be in the sunshine and our kids were happy with all of it. Then, the really terrible customer service took over. As soon as we got there, we decided we wanted to stay an extra night to make our very long drive worth it. I contacted customer service via email (like they want) after we finally got the WiFi connected. The next day, I received a response that the house was available another night. So I replied later in the day that we would like to go ahead and book the extra night. The following day, we had not received any sort of confirmation, but we assumed we were good since it was available. That afternoon, while on the beach a couple of hours away, we got an email reminding us of our checkout time the following day. My husband called the customer service line but no one ever answered, even though it was during business hours. My husband replied to the email and said we requested another night. They replied that they were sorry for the confusion but the house had never been availalbe and we had to checkout the next morning. We high-tailed it back to our house so we could pack up and get everything ready to go the next morning. When we were several hours into our drive home, we got an email reminding us of our checkout THE NEXT DAY! My husband again called the customer service line to make sure we weren't getting charged for the extra night that we were denied. No answer. He called back and got through to someone who took a message. It's been 3 days, and we have yet to hear from Casiola. The house, the pool, the great location are not worth the hassle that this company puts their customers through. I would NOT recommend. read more

They gloat about managing hundreds of rentals for clients but it was a terrible choice going with them. We have stayed at several air B&B' from Puerto Rico , Dominican Republic, ny, and several in Florida and this was by far our worst experience. Poor communication, not accommodating what so ever even after they screwed up big time. better off going with a owner managed property or someone smaller that actually gives a crap about their clients. read more

Stay away from this company! they have an F rating on BBB, look for yourself. The property looks great in pictures but when you arrive the property is not cleaned. You will get a new guest rep everytime you attempt to communicate regarding the same issue and will receive automated responses and no resolution. read more

Our family booked a reservation at a property for an important trip several months in advance. After our trip was booked, we had the misfortune of compromised credit card. During the time of resolving this situation, canceling and having a new credit card reissued, and updating accounts, this particular transaction was missed. Our reservation was canceled given the old card was on file. We realized this within 36 hours and rebooked this reservation immediately for the property that was still available. Upon completing this and requesting this organization honor the original rate we booked, and paid the deposit at, they have refused to honor the original reservation rate and will charge us several hundred dollars more as well as multiple deposits for the very same reservation and property. We have made multiple requests and attempts to provide an opportunity to make the ethical decision and explained the situation. The organization acknowledged and refused and has decided to profit from this situation. Due to the venue and nature of the trip we need to proceed with this rental as to avoid additional inconvenience. It's important others are aware of the integrity, business standards, and ethics of this organization. We do not want others to be in a situation to be taken advantage of financially. We are appreciative that most companies have a much higher level of business integrity than this particular organization. Hoping casiola will do the ethical thing. #casiolalove seems like an inappropriate hashtag for this organization. read more

Run from Casiola. Two weeks before our vacation they told us owners "pulled" their home. We owned vacation rental property and know this is not how it is done. You don't get to suddenly "pull" your home. This was a bait and switch. We booked in January -a 7 bedroom home. Two weeks before vacation they informed us the home was no longer available and offered us a comparable home. We went from 7 bedrooms to 4 and they put us in a condo not a home. They wouldnot send photos of the new booking and when they finally did it was not a stand alone home at all. Of course they told us it was but we checked the address and it is in a condo complex. STAY AWAY. We booked through Marriott so thought we could trust them. Going to switch to be Hilton members. MARRIOT did not vet these folks!!!!!!!! read more

Terrible customer service. Due to business closures and travel restrictions in the United States from the COVID 19 virus, my family and I were unable to travel to our destination in Orlando. When I contacted customer service, they said it was their policy since we were within the 30 day travel period that they would charge us a cancellation fee. I told them I have no control of this and they again said it was their policy. They then hung up on me and wouldn't answer the phone when I called back!?! Really!! All other companies have been great to work with during this time and have refunded us all our costs. I then contacted them by email and was told the same thing. no help from this company!!! I wouldn't recommend them to anyone and wouldn't pay them to rent a property ever again!!! Don't bother!!! read more

Very nice place to stay at!! We found this via airbnb and it was great! Large condo, very spacy and clean! The building itself was great as well! Gated community makes you feel very secure! Everything was amazing! Will go again! read more

I normally do not write reviews but this leave me to want to share this home that we got is the worst. First, microwave do not work, sofa is broken, one of the room leaking water when rain, and the pool is filthy, there's mold all over the wall of the pool, has green algae all over, worms swimming on the bottom of the pool. Call customer service to tell them but with very poor service, they keep making excuses that someone will come out but has not seen anyone. This vacation home is the worst I have ever stayed at. I will never recommend anyone. read more

Private personal pool. Very clean. Has a club house with a free arcade, lazy river, and pool. Secluded. WiFi included. Come here if you want to disconnect. read more

Very easy and super clean. Awesome place with great amenities and close to the convention center and dining.

I'm not sure where to start but let's start with the filthy dusty walls In this 12 bedroom house. The floors were dirty upon arrival you could see the trash and hair left on bedroom. There was a spider web with a spider hanging in the downstairs bathroom. On top of that upon getting out shower there was a roach running across the floor. There was trash left I'm the bin from the previous guest and Cassiola told me to call the resort being that they don't manage that part. I had to call for housekeeping upon arrival and it's still not clean! Mind you this property ran us 1866.00 for an unclean property a d they charge you 350.00 for cleaning. I will say the decor was decent. This is property 6056 Broad Oak St. Oh and there was this young black guy at the resort gate that tried to pimp me... I asked for more parking decals and he said 5 was the limit. He then ssid you can pay me and I'll hook you up.. Since I didn't pay he told us we were blocking the flow of traffic read more

We stayed at gated Vista Cay Resort. It is very clean and beautiful! It is in great location. It is 15 minutes to Universal Studios parks and close to great restaurants and Outlets. My hubby ran around the lake every morning. We really enjoyed our stay at Orlando! read more

We stayed at 8061 Lost Shaker Lane in Margarativille at an average cost of $600 per night. The first night we stayed at a property the fire alarm went off due to a bad battery at 9pm. (That annoying beeping sound) We called the 800 number and the service was horrible. They told us there was nothing they could do and they would see when they could get us someone tomorrow morning. We had to sleep all night with a beeping sound and my daughter and husband were up all night. I called the next morning and Casiola could not provide a time when they would come and replace the battery. There was no ladder in the house to remove the battery so i went to Target and paid $50 for a step stool. At 10am, we removed the fire alarm with the bad battery and maintenance finally came at 1;20pm. I called a few days later to get a refund of my first night as this was unacceptable and their answer was sorry we can not help you. They are the WORST management company and i would never rent any houses from them again. read more

Let me start with a statement to the owner- you have a lovely home and we appreciate every detail! We stayed in Vista Cay #182 on Tidecrest. But you need to find a new management company. Casiola is completely unprofessional. We entered the home at 11:00pm on July 10th and went straight to sleep. We woke up at 6:00am and went directly to our daughters' dance competition. After lunch we returned to the house to shower. That is when we realized we had 4 towels instead of 8. I called the management company to request 4 more and was told that I could get them only by paying $44. Samantha Carpenter, with audible prompting by CEO Dennis Goedheid, said there was no one in the company higher than her. But we could hear Dennis telling her what to say to us. She said there were definitely 8 towels there when we arrived. (I assure you Samantha was not there when we arrived). She accused our 12-year-olds of taking them to the pool. Didn't happen. She said I should have reported the missing towels when I arrived. We reported them when we noticed. I have rented from many many management companies worldwide. I totally expected her to say "We will bring you 4 towels right away. Please let us know what else we can do to make your vacation a happy one." Instead I got yelled at. Was blamed for stealing 4 thin cheaply-made white towels. So not only will I NEVER RENT FROM Casiola again, I'm going to point out their rudeness via social media. When I told Samantha I was going to do this... she yelled "go for it! I don't care!" She ultimately brought us 2 towels but only because we threatened to cancel our AMEX payment and find other accommodations. Do NOT rent from these people. I would stay at Vista Cay again but will never use Casiola. read more

I wish I could give this place 0 stars! I stayed at vista cay for the weekend. Checked in Friday...woke Saturday morning say 4a go to the kitchen turn on the light. There were ROACHES! At least 10 running across the counter. Immediately called Casiola to inform them they said no manger was around call Monday 9a. We asked could we get another room they said they could not do anything til Monday morning. They made us stay in a room with roaches. This is the most ridiculous thing I have ever experienced. Call Monday morning they tell us send an email because no manager is around. We send email. They reply they sent someone to inspect the room on Saturday they did not find any roaches therefore they can issue a 10% discount on our NEXT VISIT. We sent pictures and video of the the roaches. I am very frustrated and disgruntled with how we are being treated in this matter. Why would I ever want to stay here again after an experience such as this! I will never stay anywhere this company is involved. Who goes on vacation to stay with roaches? The worst customer service when you call in. They always say they are the ONLY person in the office at that moment smh the worst! DO NOT BOOK HERE!!!! read more

If I could leave no stars I definitely would. I have stayed all over the states and I've never experienced such neglect in customer service. This company is just indeed horrible. When I arrived they had ants and mites, these things can get into your clothes and my week vacation will turn into a nightmare of a lifetime. On every spectrum they are just horrible, with the premise of Covid cleaning a home should be mandatory. There are roaches on the floor mites in the couches, a broken couch stains on the pillows stains on the seat shower curtains were dirty just everything imaginable was horrible. I would not recommend this company even at bottom dollar. Stay anywhere else but here, even the motel eight would be more sufficient than this company. None of the customer service employees know anything, they literally will give you the runaround. They don't rectify the situation at all, I did not stay but two hours in the home which the two hours I had been on the phone with customer service trying to rectify the situation I immediately left the home because of it being so poorly cleaned. Therefore I did not stay at night at all and the company is Not allowing anything but 10% of a refund with no housing given at all. If you don't care about customer service business the company for you. read more

We had a horrendous experience renting through VRBO on our family vacation. We travel extensively and are appalled by the lack of customer service we received on this trip. The management company, Casiola, was not helpful with the ant problem in the condo we had reserved. They sent maintenance to spray with Raid, not on the day we called and complained but the next day. So we got to sleep with ants in the kitchen, dining and bedrooms. My daughter woke with 3 ants crawling on her then first morning. We went to universal and maintenance came while we were out. The ants were still in all locations when we returned lAte that evening. We called customer service again and asked for our room to be refunded since they could not move us. They offered a $50 refund. My daughter woke in the middle of the night with an ant crawling on her face. Can you imagine? We were paying for this place and had bugs crawling on us in our sleep but they refused to make it right. I would not recommend Casiola vacation homes and their "insanely great" customer service is anything but...I may not ever use VRBO again either. This has been a horrible experience. Also, the beds were hard and not comfortable and the faucet in the shower was broken when we checked in (also reported to maintenance). Thank goodness the rest of our vacation is being spent at a resort. Ant free. read more

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Just stayed at one of Casiolas Vacation rentals last week. I rented the one at 1512 Rolling Fairway Dr. In Champions Gate community. First off, The community is beautiful and the amenities are amazing. I rented an eight bedroom home for our family and the property was just as described on the website. It was a beautiful home and it exceeded all of our needs. I appreciated all of the details and the decor which made for a pleasant stay. There we're just a couple of things that could have been better with our stay and that was the set up in the theater room. I was not able to log into my Netflix account and watch movies. There is no cable box in there which is strange because there was a TV in every room in the house with cable except the theater. There was a DVD player but as far as hooking up to any other service it was difficult to figure out. I'm also sure if I would've called they probably would have walked me through it but I was just busy enjoying the rest of the house. The second thing is the trash disposal. They do have daily pick up service but I think for a house that size they should have bigger bins and not just the small bench out by the front door. The bin is a small bench that you open and leave your trash in to be picked up. Also one more thing, when you check-in at the gate they don't give you a map or any directions and since this is a fairly new community, it's hard to find on the GPS. My favorite part of renting through Casiola, was how easy the whole process was. Overall I had a great experience and will definitely be renting through them again read more

I don't think they even deserve one star. WORSE place EVER. Very outdated and filthy. The entire place smells bad. Had nothing in the kitchen as they claim on the website. The entire house needs Renovation and updates. Kitchen cabinets were falling apart. Few lights were out. The bathroom cabinets looked like they never been cleaned. The dining Chairs are fabric and has stains on them. Patio set was all rusted with tiny broken table. The washer ruined my cloths we booked to stay there the entire week, because this was soooo dirty and outdated we called and requested to be moved to another perhaps cleaner room the answer was we don't do that unless there is a major issue like a broken pipe. Obviously our convenience is not critical to them. We stayed there one night and left. They will not refund our money so we ended up spending twice and now we are staying at a different resort. My advice to you if you are looking for place to stay to run away from casiola home. They don't even have a customer service open and everything is done via email. This place should be reported to health department. We felt unsafe there. read more

There is no way in hell I would refer this company for either a family looking for a rental or anyone looking to have a company mange their property. I checked into a property on 8/29/21 and when I tell you at first sight it looks nice then we seen ants a dead roach a missing smoke detector which violates Florida's requirements of a home in this state. We spent over 2 hours on the phone to discuss a refund as the internet and tv did not work and the lack of safety with the home and the lack of cleanliness I explained to the first representative Lovely that I am allergic to roaches and several other things to the point I am treated biweekly. There was a lack of sympathy and in the climate of COVID they sent someone to put a smoke detector in and to check the wifi and with the fact of my medical issues I did not allow them in while we were there. Spoke to Ashely and the guest relations manager Nicole and neither wanted to rectify the situation. On 8/30/21 around 11am give or take a few minutes I spoke directly to Nicole and was advised that Florida has 3 types of roaches I did not signup for a history lesson on bugs especially for those I am allergic too. She said it must have flew in while cleaning I advised her there is no way a cleaner was here with the amount of neglect this home has they refused to provide the recording of the call or her attempt to call and voicemail she claimed to leave on my number. When she ginseng a recording it was to another customer that was obviously dissatisfied and since then there was not one other call back note was I provided the correct recording. The company should be ashamed of the way they conduct business and trust and believe the company will not succeed further I am going to do everything in my power to speak the truth about them so they no longer get any further business I am contacting all news companies that is in the local area. They should have the option to do a negative star Casiola would be -10 read more

I wish I could leave a negative -100 review because this was by far the WORST vacation ever. I rented from them and stayed in a gated community. From the moment we arrived the experience was absolutely HORRIBLE, come to find out everything we experience was because we were renting while BLACK according to the properties security who said and I quote, "I have been told to keep an eye on a few rental properties and they all have the same things in common the homes are being rented by African American families". I have always heard about stuff like this happening but to actually experience it myself while celebrating my daughters graduation with family and friends some from out of town was absolutely horrifying not to mention embarrassing. Our family and friends were turned away at the gate after driving hours to come and visit not stay but visit and to make matters worst they called the police on us stating we were throwing massive parties and had the street lined with cars. After confronting the security about being targeted because of our race they called the police and told us we had to vacate IMMEDIATELY. When the officers showed up we invited them inside so they could see for themselves no such thing was happening. The officer then stated they were not allowed to come inside the property they were just there incase the situation escalated physically. After I stated I would call the bank and have the charges reversed for being harrassed in a property we paid almost $2000 to stay in they were like ok we will come in and see for ourselves. After they checked out the property both the officers and one of Casiola employees stated you can stay however you can still only have a limited amount of people come to visit even though we kept telling them they were not staying permanently, they just wanted to stop by and congratulate the graduate. This was by far the WORST EXPERIENCE EVER! read more

We recently stayed at Vista Cay and had a wonderful experience. The townhouse was newly renovated, very spacious and extremely clean, which is a major factor for us. Great location! Close to all theme parks and convention center within walking distance. I would definitely recommend this townhouse. Communication was excellent from the moment we booked to the time we checked out. We had a great time and are looking forward to returning. Thank you, Casciola! read more

Terrible service. I booked with Dennis via AirBnb over a month ago. He was great with communication until the day I landed. We attempted to request an earlier check in because our flight landed at 8:30am from NY. We received a reply that our reservation was canceled due to overbooking. Yes! I landed in Orlando to find out we have no place to stay! I left Dennis a voicemail and have yet to receive a response and it's 1:34pm. I've called the company but no help, I was told by two people that my call will be forwarded. I've contacted Airbnb and told they did not cancel, it was Casiola that canceled. I've spent all morning and afternoon searching for a place with my family to stay on the busiest time of year. Tomorrow's my daughters birthday on top it it being NYE and I'm more stressed out than anything. Placing 7 people is costly especially on short notice. I would never recommend this company ! read more

Amazing gem in the heart of Orlando! We were so close to everything, such as Disney, Universal Studios, night life for the adults. We were traveling from Houston Texas and Casiola Vacation Homes made our check in easy and quick. The townhome was clean and spacious for my entire family. I would highly recommend anyone planning a trip to Orlando to book your stay with Casiola Vacation Homes. Definitely planning our next summer trip and will be staying with them again ! read more

SAVE YOUR MONEY! Check out the real reviews on TripAdvisor - 1.5 stars. Don't book through this company. There were too many things wrong with our stay to remember them all. When we first arrived, we noticed the bathroom door handle was broken, the kitchen sink handle was loose, the front door bolt didn't lock properly (how safe), there was tape all over the walls from a party the previous guests had that was never removed, lights were out/didn't work in various rooms in the house, there were ants all over the kitchen counter, the dishes in the cabinet were dirty, and there were smudge marks on the walls and living room TV. Maintenance/cleaning crews had to come 2 days in a row to interrupt our stay to correct some of these issues, but they barely made a dent in our long list of complaints. There was also a cockroach upstairs in the hallway between the bedrooms. Worst of all, there was MOLD in the master bathroom closet. When we noticed this, we immediately reported it to Casiola, who sent someone out the next day to look for the mold but "couldn't find it." They came back the next day and finally found it and covered it with paint! Another reviewer mentioned the same practice by Casiola, how disgusting. We had a late check out of 6pm on the last day of our stay, as we were going to Disney and wanted to leave our perishables in the fridge instead of a hot car all day. When we came back to pack up around 5pm, we noticed the fridge doors were wide open and some of our food items had been removed from the fridge and were sitting on the counter or on the floor in trash bags. Seriously? Coming into our rental and ruining our food before our check out time? Between the destruction of our food and the mold, this company is definitely a NO-NO! When I called Casiola to get these issues resolved, they told me all they could do was refund $200 out of a $1400 stay. I told them that was unacceptable and that if necessary, I would have to get my lawyer involved, to which the Casiola representative responded by hanging up on me. I ended up going through Marriott to get this resolved. DO NOT DO BUSINESS WITH THIS COMPANY. You will be disappointed. Spend your money elsewhere with a company who is responsible, polite, and takes care of their homes. read more

We booked this place for a 6 day holiday split between Disney and Universal. You are about 15-20 minutes from Disney and 10 minutes from Universal. The 2br/ba was great for four adults and having a Publix right outside the gated community was great for getting breakfast foods and groceries for dinners. The place was very clean and I was very impressed with their customer service. The condo we had keypad entry that was activated on check-in at 4:00pm. I arrived a little early at 3:45pm and was simply waiting for time to pass. They impressed me that they had someone come over at 3:50pm to check that the place was ready. They were also kind enough to let me in early. The condo was CLEAN and very well decorated. We had extra sheets for every bed, extra towels, and a full washer/dryer set. The kitchen was well stocked with microwave, full fridge, coffee maker, toaster, and dishwasher. They also provided mixing bowels, pizza pan, and baking dishes which was very useful for late night frozen pizza dinners. It was also helpful that they left a stick vacuum to clean up any little messes during the week while we were there. read more