We recently stayed at, Blue Horizon in Virginia Beach. While the house itself was a great layout for our family trip we did have several issues.
The house itself is not reflected accurately in the pictures that are posted online. The photos of Blue Horizon on the website show a beautiful pristine home, with crisp and impeccable decor. That is not an accurate representation of the home. The photos are outdated compared to the actual home inside. There are no rugs in the bedrooms as the photos show, the house is extremely noisy, the majority of the bedrooms are on the 2nd floor and you can hear any movement from the floor above which has the main gathering areas. There is black mold on a ceiling vent, and all the outdoor cushions have black mold and some holes, rips and tears. Some of the bedroom curtains, and a box spring has stains. None of the pictures reflect any of this.
We also lost two days of our vacation due to cleaning and maintenance issues. When we arrived at the home it had not been cleaned. There were food particles on rugs, in bedrooms and in garbage cans. Gold fish crackers in the children’s trundle beds, hair on bathroom floors, sand all throughout the house. Grease under the griddle on the stove, so much so that it was floating, which I am sure poses a fire hazard. A smoke detector disconnected in one of the bedrooms and laying on a dresser not functioning, a pair of shoes in the closet and lightbulbs in bedrooms and bathrooms burnt out. The linens were dirty, there was a blood stain on one of the mattress pads, stains on the boxspring in one bedroom, yellow stains on sheets, and stains on towels that were wrapped as clean. One of the disposals didn’t work and the refrigerator leaked water. Out of two propane tanks one was less than half full, the other was empty and there was no skimmer for the pool so that we could use it to remove the crabs that fell in from the beach.
I called Vacasa when we arrived to alert them of the cleaning and other issues and it took a day to get them to send someone over to clean, with clean linens, to address the maintenance issues and to bring us propane. Some of which did not occur until Monday. The representatives kept telling me to bear with them while they expedited my issue to local staff. They were expediting it for 7 hours Saturday from the time we arrived until I finally gave up close to midnight. We had to purchase blankets, pillows, pillowcases, and towels as well as clean the house ourselves so we could go to bed. Not a great start to vacation. Sunday I had to call again. Seems to me you have no weekend staff to address issues, which is bizarre since most check ins occur on a Saturday at 4pm.
I spoke with local staff and although they were very helpful at first now it is taking days to get someone to respond. They offered to credit us for what we paid for the items we purchased and refund our cleaning fee as well as two nights of our stay for the inconvenience. As of today we were only refunded for one night which is not what was discussed.
For the price they have this house listed for I expect to walk in to a home and have it be at a minimum clean from top to bottom. I also don’t expect to see black mold, rips, tears, stains and things that are broken. I think the house is not reflective of the price they are charging. A lot of things need to be addressed and cleaned up.
The pictures are a misrepresentation of the home. We agreed to book that home for that price based on the photos on the website. There really needs to be an update in Blue Horizon’s photos. Had the photos shown the house accurately we may have chosen something different.
I have photos of the issues we had but I am unable to add them to my review.