8/10 Good
Matt R., Pittsburgh
11 Sept 2022
Disliked: Cleanliness
Amazing home — but beware of Vacasa
Everything about this house and the owners was fantastic. The location, the amenities, the beds and finishes, the deck and furniture. We absolutely will be looking to rent this place again, if it’s available when we want it.
Unfortunately for the house and the owners, where this property falls short is with the management company, Vacasa, whose communication and customer service was pitiful.
Upon arrival, we quickly discovered the terrible cleaning that had been done. There was human hair all over the living room floor, crumbs on the countertops, some kind of red, sticky substance that had been splattered on some of the cabinets and also some kind of grime on the outside of the refrigerator.
On our first full day, the microwave blew. We immediately contacted Vacasa on their 24/7 text line and they assured they would get it taken care of. This happened the Sunday before Labor Day, so we expected we might not hear anything until Tuesday.
By midday Tuesday, we still hadn’t heard anything, so we reached out again and they said maintenance had been alerted and we’d get further instruction later. We were told to “kindly be patient.”
The owners called Tuesday to see how everything was and we explained the microwave situation. We never heard from Vacasa again on Tuesday.
By Wednesday late morning, the owners told us they’d contacted Vacasa and an appliance company. Vacasa told us they would deliver a loaner microwave that we could use on the countertop in the meantime. However, this meant having to postpone some of our plans that day until they arrived. They told me they would call when they were on their way. They showed up without giving us a warning.
Upon going to use the temporary microwave, we opened it up only to find that a plate had been left inside of it.
That drop-off was the last contact we had with Vacasa. No one ever called to check how things had been or apologize for any inconvenience — until this text message that prompted me to leave a review.
On Thursday, the owner called again to let us know a new microwave was going to be delivered on Friday from an appliance company. This put a wrench in our plans, as we had to be home in the middle of the day to let the appliance person in. Vacasa never contacted us.
While we understand Vacasa has many properties, we think all vacationers should be treated with the respect and urgency that should come with spending thousands of dollars. Your homeowners deserve better
Matt R.
Stayed 7 nights in Sep 2022