I used Vacasa for my first time and just got home from our vacation. It will also probably be my last.
The morning of our check in date, I receive a text, NOT a phone call, to tell me that our party of 7 cannot check in to the property that had been booked for weeks. There was a water leak at the property that we had booked. Issues are understandable. Not picking up the phone and actually calling your out of town clients, with a party of 7 to notify them that they must immediately try to secure other lodging at the last minute is absolutely ridiculous. Thank God my phone was actually near me when they text and I saw the message pop up. Otherwise I could have spent many hours preparing to check in to a house that was not able to be checked in to.
So we book another property they have last minute and had an issue with a piece of equipment on the property.(just so happens to be with the tram that takes ONE person at a time to the lake since it is so far from the house (not shown in photos) Call the customer service # that’s on the fridge to call. No answer. Had to leave a voice mail. Didn’t receive a call back so I did a text chat with customer service and told them about the issue. Their response was “Thank you for letting us know”, not “Let us try to get a repair man out to resolve the issue.” So I specifically asked if they’d be sending someone out, and they supposedly sent a local maintenance guy and said the tram was working properly. I have video to show otherwise but Vacasa didn’t care to look in to the situation further.
We also had issues upon check out.
I’ve used many companies but will not be using this one again.
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The team at Vacasa has made it our top priority to make the world of vacation rentals a simple, stress-free experience for both homeowners and guests. Vacasa offers professional rental management for more than 30,000 vacation homes over 400 destinations across the U.S., Canada, Mexico, Belize and Costa Rica.
