We booked this stay for 10 people in our family for a ski vacation the week after Christmas, and couldn’t wait for our trip to Vermont.
Upon arrival, the housekeeping supervisor was there correcting what wasn’t done by the cleaning crew after the last guests departed. I was impressed she had checked/stayed late to fix things. She was friendly, personal, & apologetic, and said if there was anything that we needed during our stay just to call the 800# to Vacasa & they’d ensure everything was taken care of. Unfortunately, in the busyness of our arrival, I didn’t check to ensure everything was stocked or working correctly while she was still there.
We quickly realized that there was no sponge to do dishes, only two kitchen trash bags for 10 people for six nights, & no dishwasher detergent. These are basics that a home should come stocked with when renting from a national property management company.
We also discovered within an hour of our arrival that we had no working internet. Since there is no cell service, working internet was a must for us and the home was advertised to have WiFi. Without internet, we were also completely unable to research or plan our next day’s activities in the evenings.
Additionally, the only TV in the home is a smart TV with no cable/satellite service, so with no internet the TV is useless. Though we didn’t plan to watch much TV while on a ski vacation, this meant we were unable to unwind with a movie at night for the kids, or watch the ball drop on New Year’s Eve.
We went into town for a phone signal the first night to call Vacasa right away. We were assured they would contact the local property manager & the owner, & that it would be restored. We never heard back. Called 2x each day on day 2, 3, 4, & 5. On most calls, we sat on hold for 10-20 minutes waiting to speak to a representative, and still nothing. Just that they’ve been in touch with the local property manager and he’d call us. No one ever called, emailed, or texted back during our stay with a single update. Needless to say, we went the whole week w/no internet or TV service.
The complete lack of follow through or communication back to the customer from Vacasa, despite multiple promises to do so, was appalling.
If I were the owner of this home I’d be switching property management companies immediately due to this completely unacceptable service.
I will never rent a home managed by this company again, and will never recommend them to anyone.