I would give the owner five star because they were simply amazing. Emerald Grande employees were absolutely terrible. We arrived and they claimed they didn't have my reservation and told me to contact VRBO and my CC company to get my money back. Meanwhile I had two small kids and a boat in tow in the parking lot, groceries being delivered, had just drove 5 hours, in tears thinking I had nowhere for my family to stay, the staff were ugly as can be. Thankfully the owner was super responsive and handled it with grace. As for the cleanliness, which again is the responsibility of Emerald Grande, they are not keeping the property clean. It was as if someone had just lived there and the sheets were the only thing clean. The floors and bathrooms were pretty gross. Also prepare to wait for elevators for up to 20 minutes during busy season. They definitely didn't add enough elevators when building. Sad that such a beautiful property is not being kept up.