2/10 Terrible
Michelle H.
Mar 8, 2023
Disliked: Cleanliness
A literal NIGHTMARE!
Our stay at the Pelican House was awful to say the least. Starting with the check-in process: I was able to open the initial gated door with the provided code, then couldn’t open the house door using the same code. I kept getting red flashing lights when I would enter the code, which then eventually lead to no lights turning on. Luckily, I was able to enter the house using the back door.
After alerting Vacasa about the issue with the front door, the customer service rep "made a ticket" for the issue and said someone would be sent to fix the matter. About 30 minutes later, I received a voicemail from a local Vacasa rep who insinuated that it might've been “user error” that the lock wasn’t working or maybe I was even “at the wrong house because I was on vacation and wasn’t familiar with the area”. I am honestly offended that she immediately thought I was not capable of finding an address or following instructions that were sent to me prior to check-in. I was obviously able to use the code to get through the initial gate door, wasn't I?
After having some time to settle into the house, we found short dog hair all over the duvets on the 3 king beds. We reached out to inform the Vacasa team of the dog hair and when they asked if we wanted people to come to “take care of it”, I replied “yes” and there was no follow-up. We were expecting the rest of our guests later that day and we ended up hand lint rolling the hairs off before their arrival (I also have pictures of this).
In the shared full bathroom (there were only 2 full baths in the entire house), there was a used wash rag that had dried up yellow on the shampoo rack. Clearly the shower was not cleaned.
On our first night, we lost electricity to half of the house leaving 2 king rooms, 1 full bathroom, the dishwasher and various outlets without power. 9 women had to trade outlets to charge our phones and use appliances. We searched the house for the breaker and attempted to reset it ourselves without any success in regaining electricity. I spent the entire second day trying to communicate with Vacasa to have the electricity restored.
It is very important to mention that communication with Vacasa is a NIGHTMARE. You will never be able to reach someone directly because your calls and texts go to a centralized customer service rep first. I was the one constantly reaching out without any resolution. In conclusion: we never got the electricity back on, nor has anyone reached out. STILL!
Michelle H.
Stayed 3 nights in Mar 2023