Jun 11, 2021
Vacasa was a nightmare!
The house was great! We loved the interiors, the location, and would love to go back! Vacasa, the property manager, was a nightmare. When we entered the property, all went well (clean, internet, etc.) until we tried to turn on the propane gas fireplace. Nothing. We didn't have cellular, so we relied on their website's support path, which told us to download an App. Check. Using the App, we filed a support ticket. Nothing. No response. 24 hours later, I sent another message, still crickets. At this point, I drive 20 mins until I can get a mobile cellular connection. I call the 1800-number. They tell me that they always recommend people to call first (not what was on the website) and that they are too understaffed to manage the App-based contacts. At least it only took 15-mins of sitting by the road to get them to send out a technician to look at the stove. 40 mins later, he arrives and, while nice; I didn't want to put my family into a closed bedroom for 45 mins while I stand in a freezing living room (during Covid, so we ventilated the room and wore masks the entire time he was there) helping him figure out how to troubleshoot it. In the end, what he did do was bring the tools required to access the pilot light (we had to take the safety glass off), so I could light it. If I wasn't there, I don't know how long it would have taken. In the end, 30 hours into our 72-hour stay, we got the stove working, and it only required an extra hour and forty minutes of my time to make it happen. I have waited for a while to leave my review, thinking that perhaps they would try to buy my repeat business (or silence) with a discount or money-off my stay, but no such offer has been forthcoming. Just recently, Vacasa canceled another stay, this time in Sea Ranch, 24 hours before our check-in because they didn't have enough staff to clean the property before our arrival. Vacasa is a national property management company that may use gig workers to be the company's on-site presence; at least, that is my suspicion. The trouble is, when you need qualified help on the spot, you may have more problems than a local property manager who has personal relationships with the staff who would come to your assistance.