4/10 Poor
Stephanie C.
26 January 2023
Liked: Location, listing accuracy
Disliked: Cleanliness, check-in, communication
Beautiful Home with Horrible Customer Service
The house was beautiful and spacious. The beds were comfy and the indoor hot tub was really unique! The location was very convenient, a short walk to the free Vail bus that took us straight to the village.
That was the end of the positives of this trip. Once we pulled up into the driveway, we were unable to enter the home. Vacasa had provided me with a 10 digit code and instructions to "enter through the garage door to access the door to the home." However, the garage door was locked. I combed through all the instructions I received and there was no code to be found. After 30 min of trying, we had to call customer service to figure out how to enter the house. After being put on multiple holds, the rep says to me "I found a code you can try." Luckily this "random" code worked and the garage door opened. Inside the garage was a bunch of trash bags on the floor, seemingly from the previous tenants.
Once we entered the home, we found a horrible mess; it was very clear that no cleaner had been by the house before we arrived. The sheets and blankets were all sloppily in a pile on top of each bed. There were people's shorts left behind in multiple bathrooms. There were no towels in the bedrooms (but we were able to find a couple in the laundry room). The trash had not been taken out in multiple rooms. The toilets were not flushed in multiple bathrooms. The trash cans in the kitchen did not have trash bags. This is a completely unacceptable state for a rental home at checkin. We called Vacasa customer service immediately and they simply told us to email them with pics. I still have not heard back and it has been 5 days since we checked in.
The next day, my Vacasa app told me that late checkout was available, but when I clicked in to purchase, it said unable to process payment online and that I had to call back. Once again, I call back with multiple holds, dropped calls, and lots of communication issues from their end. I had to spend about half an hour on hold waiting for them to communicate to each other. In the end, the rep was able to process the payment and she ensured me that I was good for late checkout at 2pm the next day.
Fast forward to the day we check out. I receive a voicemail around noon asking me to "vacate the premises immediately." I call back and explain that I had purchased late checkout the day before and that this was extremely unprofessional. She took no responsibility and blamed others.
Vacasa is a nightmare.
Stephanie C.
Stayed 2 nights in Jan 2023
