6/10 Okay
Verified traveller
Apr 29, 2024
Disliked: Cleanliness
Location is great. Unit was not ready at 10pm on checkin day
The location of the unit is very good and it has all the basics necessities.
However, the unit had not been cleaned when we arrived at 10 pm on check in day. There were used wet towels everywhere, slept in bed, unemptied trash in the bath and kitchen, dirty dishes, used tissues on the floor, etc. I contacted Vacasa and sent photos of the unit. Eventually we got a call from the local manager. We asked to have it cleaned. He said that wasn’t possible and said he’d relocate us, but could not say where or how long that would take. It was 10:30 at night and we did not want to wait an unknown amount of time to get moved to a place that we hadn’t chosen and did not know anything about. We made the bed ourselves using clean linens that were in the closet and cleaned up the unit as much as we could so we could get some sleep.
We said weren't comfortable with having cleaning staff in when we were not there - the manager was insulting and rude and said we couldn’t decline the cleaning.
The next morning left for the day and returned to a clean unit that had no towels in it. We called the manager and were told that the towels would be delivered shortly. We waited, wanting to take showers before we went to dinner, but at 6pm there were still no towels. So we were not able to shower before dinner.
After phone calls and emails to Vacasa we have gotten a partial refund. But it really isn't enough to make up for the bad service.
All in all a frustrating, bad experience.
Verified traveller
Stayed 2 nights in Apr 2024