We were surprised to learn a day before our trip that we had no access to the resort amenities, including the pool, until check-in time at 4pm. It’s pretty customary to have access to the pool when you stay somewhere, even if your room isn’t ready. This is something that should be clearly stated in the listing.
Vacasa was not willing to help us with this, so we called the front desk of the resort. They suggested we ask if the owner of the home could leave our wrist bands for the pool at the front desk. Vacasa said no, “there is no front desk”. I explained further and they still said no.
I also inquired as to whether or not there was a shuttle to take us to the pool and Barefoot Landing. Vacasa told me there was no shuttle. After much discussion about renting a car, we chose not to. This was a good choice since there was, in fact, a shuttle. It is clear that Vacasa knew nothing about the home and accompanying amenities that we were renting.
Vacasa clearly wasn’t interested in helping us out with accessing the pool on our first full day, so we inquired about early check-in. When calling Vacasa about early check-in, the representative was extremely rude. We were told to wait for a text between 12-4 on the day of arrival to tell us whether or not we could check in early. Even though we could see online that no one was staying in the house before us, they would not give us early check-in or put forth any effort to help us. Our plane landed at 9 and we had to wait for a text with permission to enter the home. We got one in the afternoon. While we were happy to check in earlier than 4pm, we missed half of our day waiting for this text for no reason.
Clearly, the extra time they had before our check-in time wasn’t used to prepare the home for us. The shampoo, conditioner, and body washes in the bathrooms were empty. We didn’t have a full roll of paper towels or toilet paper in the house. The fan on the outdoor patio and the bug zappers were broken. The coffee pot was badly cracked in multiple places and the Keurig machine didn’t work. One of the bedrooms was missing a smoke detector that had clearly been pulled off the wall. We later found it in the laundry room in one of the cabinets. Last, but certainly not least, there were two cockroaches in the home - one in the kitchen and another in one of the bathrooms.
Vacasa’s response to all of these issues was basically “too bad, so sad”. While they claimed they’d come fix some things initially, they never came. They admitted we should have gotten more toilet paper,paper towels, shampoo, conditioner, and body wash to start with, but refused to give us more. We had to pay to have these items delivered because we didn’t have a car. Vacasa couldn’t have cared less about our experience. They threw out a “sorry” in response to every message and picture that I sent them to document all of the issues, but they did nothing to rectify the situation.
We will never go through Vacasa again.