This location is misrepresented on Airbnb’s website. The management/host services (Vacasa) are subpar and inadequate. This “vacation” spot (7/05-07/22) turned into two nights of sleeplessness and days of work trying to recuperate our cheated expenses. As of 7/20/22 we are still trying to receive a final payment of what was promised to compensate for numerous inconveniences and unmet promises.
Only the renovated parts of the one bedroom, one bath apartment are clearly shown in the pictures. The bathroom floor is worn and needs replacement. The carpet has stains. The microwave is missing the glass plate for the carousel. The shower insert and bathtub appear to be painted. The bathroom walls are dirty. The counter tops of both the bathroom and kitchen have dirty/moldy grout and caulking.
When we arrived on 7/5/22 it was about 11:30 pm. We discovered that the shower was dirty and there was a used towel in the bathroom. We did not have sheets for the pull out couch. Our sheets in the bedroom were also dirty. Therefore, there was literally no place to sleep. We had to use towels to sleep on the pull out couch and our daughters had to sleep on the floor. We spent many hours that night on the phone complaining about the deficiencies with the only helpful suggestion “…well, there are laundry facilities on the premises and you can wash the sheets…”. REALLY?! At midnight!!
The other unit above us had guests that were using the courtyard as a 420 festival at 1 am and we had to shut our windows to keep our daughters and ourselves from getting high. That evening we complained about the disruptive guests, the lack of cleanliness, missing linens and safety and security of the premises to Vacasa, the host.
The next day (7/06/22) we were promised new linens and that our unit was going to be cleaned. We returned at 11:00 pm to find we received the sheets as promised. However, the shower still had the long hairs attached to the shower wall we specifically complained about the previous night. Again we called Vacasa to complain about the inadequate cleaning. The usual customer run around and requests for documentation, that was already submitted, occupied several hours until we felt we had made our point that we wanted a refund for both nights and would be leaving a day early from our “vacation”. At 2:30 am we were woken by yelling and loud stair climbing and foot stomping above our heads. The guests from the previous evening decided to have an after party which prompted us to call the Pacific Beach Police, who showed up rather quickly (thank you). We immediately called Vacasa again to report the disturbance and were told they had no authority to enforce the rules of the residence. This is the “host” of the location.
Upon check out we noticed a good portion of the cups and pots, we did not use that were still in the cupboards, had lip prints and food and oily residue on them. What happened to the cleaning that was supposed to occur on 7/06/22?
After numerous phone calls and e-mail exchanges with Vacasa and Airbnb we were promised two separate refunds. Vacasa promised a partial refund of $457.08 + tax for our inconveniences. Airbnb also promised a partial refund for the nights we already stayed; the cleaning fee and the night we forfeited for a total of $413.40. This would be a total of at least $870.48. We were also offered a complimentary night stay coupon ($185). We received the coupon. However, we only received two partial refunds, one of $256.72 and one of $207.40 for a total of $464.12. This is $406.36 short of the initial compromise.
Since the day we checked out on 7/07/22 we have been unsuccessfully explaining our case to Airbnb Customer Service Department and getting the brush off from their Resolution Department. If we are unable to resolve this situation in our favor, we will file this complaint with the BBB as false advertisement and fraudulent financial practices.