I’ve been waiting to put off this review thinking Vacasa would do right by their renters. They did not. My partner and I were looking forward to a 2 day vacation at the beach. We rented this place for the hot tub very specifically on November 17-19, 2022. Our problem was apparent as soon as we arrived. The home was not preheated for guests. It was 40 degrees inside and it takes a long time to warm a whole house up to 70 degrees which is what my partner is comfortable vacationing in. We went to dinner, hoping it would warm while we were gone. It did not. We thought, “Well at least there’s a hot tub. Let’s use that.” The hot tub was LOCKED. No lock code was supplied and so we contacted Vacasa. Because my partner is often more cold, she had brought a heated blanket with her, our saving grace as we were already wearing jackets inside. By the time we were supplied a hot tub code we were already turning into bed for the night. The house had heater, oven, and bedroom wall heater on and we weren’t warm until about 2 AM. It really just killed our mood the first night there. Our second night was lovely since we had the house heated and the code for the hot tub. But this brings me to the customer service aspect. I requested a refund for only the first night as I would have simply stayed home if I knew we were going to be that cold and without a hot tub. The total of the 2-night stay was nearly $600 so realistically, I was requesting about $250 back. I got passed around to multiple customer service representatives for over a month. In the past week I finally spoke with Jeff, a supervisor for Vacasa, who said he was going to advocate for me. This was my 5th or more phone call I had made to the customer service line, already investing hours of my time just to get a refund on one night. Jeff supplied me the final decision today, that after everything, including all the time I spent advocating for a single night refund, they’d be providing me a $112 check. $112 after being charged nearly $600 for 2 nights. $112 after I spent approximately 4 hours of my own time talking with customer service over and over and being ignored. What a nightmare for customer service reasons. So just know, if anything ever goes wrong at your stay they will not care about you. They will not care at all. If everything goes great, you’ll enjoy your time but if you need customer service, don’t count on being helped or compensated.
