2/10 Terrible
Verified traveller
May 14, 2024
Disliked: Cleanliness
Was not clean and a nightmare to cancel
We booked this Vrbo for a bereavement trip. When we arrived, it had clearly not been cleaned after the last guests. The beds had been slept in, dirty towels were in the tub, and crusty rags were in the sink.
We called the contact number on our reservation (Vacasa) and they told us to text pictures of what we'd found to a local number. We did. 2 hours later we called the contact number again and they had no record of our first call. So we file another ticket with them. At this point, it's 7pm and we're wondering if we need to just find a hotel. Finally, a third hour later, we get a call from the local Vacasa guy saying he can't find anyone to come out tonight and clean the place, but can probably find someone the next morning. Meanwhile, we have no place to sleep that night and no solutions or refunds are offered for placing us somewhere else. We asked to just cancel and refund our entire reservation so we could find a local hotel since it was now 8pm. We were assured that was fine and the refund would be started ASAP.
Throughout our entire trip I kept getting texts and emails about our stay. Clearly, it had never been cancelled. So on our last day, we called again and re-explained the situation (for the 3rd time) and were told that nothing of that sort was attached to our reservation, but that it would be started ASAP.
3 weeks later, we just disputed the charge as it was never refunded. We will never use Vacasa again.
Verified traveller
Stayed 3 nights in Apr 2024