Communication on arrival and unit access were unforgivably bad. I will never rent with Vacasa again. The unit was supposed to have a self access code lock. The instructions that were emailed to us gave driving directions to the condo, but not unit number nor key code. It merely said all guests have to check in at the front desk, so when our flight was canceled and we were rescheduled to flights that got us to Maui 36 hours later than expected, we arrived at a closed ‘front desk’ and we had zero information what unit we are in or how to access our accommodations. This occurred despite notifying someone named, London, with Vacasa that we would be getting in after hours and did we have do something, the response was, “No problem.”
After traveling for a continuous 24 hours and arriving close to 11 pm, I then proceeded to call every number I could find related to Airbnb or Vacasa. It was only after calling the safety emergency line that we could find anyone who could help us. Eventually we got some information about where we were supposed to stay and how to get in about midnight from someone named Kristen, who was great and entirely sympathetic after reading what we were sent as instructions. It was a terrible experience renting with Vacasa. Additionally, the sliding glass shower door was broken and we could not close the shower door for our entire stay. I will never stay in one of your units again. Sugar Beach is a wonderful location but I would not rent from this management company.