2/10 Terrible
Stephen M.
May 20, 2025
Liked: Location
Disliked: Check-in, communication, listing accuracy
Disastrous, ruined holiday
Check-in not customer friendly and inconvenient. Dated, low quality furnishings and worn appliances. Roof construction work caused noise and inconvenience annd Air conditioning never worked properly during our stay. Reported but never resolved despite 3 engineering visits. Bathtub plug broken, unable to hold water. We booked for 30 days and on day 9 we were told to bring in all balcony furniture as major construction work on all balconies would start in 2 days. Balconies and patio doors would be sheeted up and unusable, making the unit uninhabitable. Vacasa claimed no knowledge of this. However other owners in building said they were informed by HOA many months ago, and were leaving. The owner of this unit had been informed and should have withdrawn from VRBO and Vacasa listings. Vacasa offered 3 alternatives. 2 were in totally different and unsuitable locations. One was closer but not available for our dates. We worked hard to find another rental and wasted 2 stressful days on research, booking and moving ourselves. We immediately requested a full repayment. Vacasa refused and made a partial refund. We appealed and were referred to a local manager’s discretion, who never responded to us. We never received any acknowledgement, recognition or apology for this disastrous scenario and all the stress this ordeal caused us. We booked and paid in the UK in good faith, and feel disastrously let down by Vacasa in its total lack of customer service and respect.
Stephen M.
Stayed 10 nights in Apr 2025