USJAX 10/12/2019

If I could give this resort a zero I absolutely would. I've vacationed to the Tuscana 2 times before but I guess 3rd time is the charm. Sheets and couches were stained, fridge and freezer were broken, overhead lights were out, no on call maintenance at night, toilets barely flushed, and to put the cherry on top - our key card reader on our door was taped on with electrical tape and we were locked out at midnight after visiting the parks and the "security" guard gave attitude while he had to break into our unit. His response to us asking what the protocol is if he is unable to get in and was no answer. I'm a bit shocked at our experience and the lack of professionalism.

debyluann (Wolverhampton, United Kingdom) 10/02/2019

Well to cut a long story short, we thought the place was 'okay' the pool was nice and it is relatively quiet and there is only a bar service the weekend... Quite close to Disney but that is about the best... Unfortunately after arriving home in the U.K from a 14 night stay in September, we have since found out this complex has tried to take £811 off my husband's registered card, (you have to give them a credit card when you arrive where they put an amount on and refund back to you after you leave which was about £200). We have had the fraud squad on the phone and have had all payments reversed and they are putting in a fraud complaint about this hotel. The best of it is we are not even at the hotel and the holiday alone did not even cost that much - absolutely shocking - be aware that this hotel keeps your card details and even with you not being there, takes money off your account (or tries too) - thankfully capital one fraud squad are on the ball. Please note the condo was left as it was when we arrived no breakages at all.

bacup10 10/02/2019

We were 2 days into our weeks holiday,when we heard of the Thomas Cook collapse.I rang the c.a.a.4 times to get answers ,when Tuscana presented us with a bill for the weeks stay .Armed with our Atol Certificate,we had a chat with the manager,who advised us it was his companies policy to send us the bill . I said we were in the middle of this argument as the c.a.a.was telling us not to pay .We gave the manager a copy of our Atol Certificate,and after a phone call everything was ok .I can understand the previous persons post,they left earlier than us,before things got sorted.It's not every day a firm as big as Thomas Cook goes bust .We can only speak for ourselves when we say Tuscana Resort is a lovely place to stay,the apartment we were in ,first class,the pool and jacuzzi,lovely and warm.The staff especially Rich, and manager Duane are a credit to the company.

PatriciaL1667 (Coventry, United Kingdom) 09/28/2019

We were having an amazing holiday when Thomas Cook went into administration & we were due to be .We were having an amazing holiday when Thomas Cook went into administration & we were due to be repatriated. Some British families received letters from the resort (although I didn’t) advising them they had to pay over 1300 US Dollars to ensure payment of the room even though the contract was between the resort and TC. One couple contacted the CAA who then started up a dialogue with the resort. I checked and as a precaution, with my credit card company I advised them not to make any payment to the resort, however it seems as soon as the notification came out about TC they requested payment from the CC companies on the Monday (we were due to leave on the Wednesday). On way to the airport to be repatriated I checked my CC statement and they had taken 1300 dollars from my CC - I contacted the resort and spoke to a lady to advise her that I hadn’t received notification they were going to take monies - I told her that I had spoken to the lady in reception the morning we were leaving, she told me she should have told me and that I’d received a letter I informed her that we hadn’t- I also told her that they had taken monies illegally as I hadn’t given consent- she cut me off not once but twice. This resort had no sympathy of our situation and resorted to dirty underhanded tricks to ensure they got their payment. Once back in the UK I amended my recommendation for the resort from good to not recommending them at all - they sent me an apology saying they were sympathetic to my needs and the management team were working with the CAA to rectify the issues, which was a load of rubbish,, I know even after I’d left the resort they were taking monies left right and centre from British holiday makers to ensure that they got their money. I would not recommend this resort particularly in a crisis, they are money grabbers. They committed fraud and I’m sure if I was an American citizen I would of been able to take them to court. We’ve had some amazing experiences in Florida it just saddens me that people can take advantage of situations and think only if their money and not the feelings of the individual/ families. I hope their backsides get screwed big time Some British families received letters from the resort (although I didn’t) advising them they had to pay over 1300 US Dollars to ensure payment of the room even though the contract was between the resort and TC. One couple contacted the CAA who then started up a dialogue with the resort. I checked and as a precaution, with my credit card company I advised them not to make any payment to the resort, however it seems as soon as the notification came out about TC they requested payment from the CC companies on the Monday (we were due to leave on the Wednesday). On way to the airport to be repatriated I checked my CC statement and they had taken 1300 dollars from my CC - I contacted the resort and spoke to a lady to advise her that I hadn’t received notification they were going to take monies - I told her that I had spoken to the lady in reception the morning we were leaving, she told me she should have told me and that I’d received a letter I informed her that we hadn’t- I also told her that they had taken monies illegally as I hadn’t given consent- she cut me off not once but twice. This resort had no sympathy of our situation and resorted to dirty underhanded tricks to ensure they got their payment. Once back in the UK I amended my recommendation for the resort from good to not recommending them at all - they sent me an apology saying they were sympathetic to my needs and the management team were working with the CAA to rectify the issues, which was a load of rubbish,, I know even after I’d left the resort they were taking monies left right and centre from British holiday makers to ensure that they got their money. I would not recommend this resort particularly in a crisis, they are money grabbers. They committed fraud and I’m sure if I was an American citizen I would of been able to take them to court. We’ve had some amazing experiences in Florida it just saddens me that people can take advantage of situations and think only if their money and not the feelings of the individual/ families. I hope their backsides get screwed big time

martinmZ449MN 08/25/2019

The two bed apartment we had was large and clean but had minimal equipment. A large oven but no trays so you couldn’t cook anything! Just about enough plates cups and cutlery for four people but only just enough. No corkscrews which was a disaster one night after a long hot day at Disney! Reception always said we’ll get that right away but never did. After a week we asked when the sheets and towels would be changed. We were told, “we don’t change them every day!” Next day still not changed. I believe each apartment has its own owner who supplies the equipment so maybe others are better supplied but sheets and towels? On the good side it’s a great location for Universal and pretty good for Disney. Very close to I4 (but too close as you can always hear the noise when outside). Grounds were clean and the pool looked ok but we didn’t get round to using it. Broadband was very good.