This review is primarily feedback on the property management (Vacasa) and the general neighborhood this property is located.
House review: Decently sized space and large backyard area. Pool was decent (did not feel 100% clean) but pool/hot tub were not heated. The playground area for the kids was very dirty (i.e. the baby swing was un-usable due to dirt). Beds were comfortable. Towels need to be replaced, as white towel fuzz would come off EVERY time we used it. Floors were still dirty after the property manager said they had wiped it down 3 times (kids' socks were black by end of the day). Dining table was large, which was nice.
Check in/check out process: Lock box was broken so we could not get the key out per instructions. Had to call Vacasa, but was easily able to use the keypad to get in. Check out was easy, all we had to do was take out the trash to the bin. No other specific check out instructions were communicated.
Overall stay: Upon arrival we found a note taped to the front door from the neighbors indicating that the previous renters had thrown a large party the night before (those renters would have left the morning of our arrival). It even had a disturbing reference to a rape happening at the party before that one where the police had questioned the neighborhood.
NOT a great way to start the trip. We alerted Vacasa about this and had the local property manager call me soon after to assure me that they had cleaned everything up and that the neighbors were just disgruntled about the Airbnb property on their street.
We tried to make the most of the trip, but with the disturbing note, not feeling like the house was super clean after the large party and multiple neighbors approaching us to ask questions about the property/tell us about the large party - we decided it would be best to end our stay earlier than planned.
The local property manager was understanding of the situation and immediately agreed to adjust the reservation and refund/prorate all costs and fees. I had specifically mentioned fees to confirm this was possible, and she had agreed.
Fast forward to the actual "refund": the first calculation was not correct, so Vacasa "corrected" it. When it still did not match the expected refund amount, I asked for an itemized breakdown of the refund so I could check where the variance might be. After a few more back and forth messages with Vacasa directly, they finally told me that they would only refund me the daily rate and cleaning fee. The fees, taxes, etc (which are based on the total reservation amount) would not be reduced - even though the total reservation amount decreased. They told me to take it up with Airbnb, and I am still waiting for resolution.
I usually have good experiences renting on Airbnb and this situation could have been easily resolved if Vacasa did what they said they would. We also know that illegal activities/large parties can happen at these Airbnbs and it is not necessarily in control of the property manager. However know that the neighborhood is already unhappy with this property and that factor did contribute to us deciding to leave early.