I am extremely disappointed in the house itself and with Vacasa's customer service. The home appears better in the pictures than it actually is. Many things need repair or replacement (examples: blinds, washer, shower, light switches, door handles, locks, ping pong table in garage, etc.) We encountered numerous issues: (1) The shower handle to the French Broad bathroom was sitting on the side of the tub, indicating Vacasa had notice that it was broken. No one gave us notice or informed us of this malfunction. When we reported it, Vacasa said it could not be fixed until the day before checkout and that the water would need to be turned off for several hours. We declined to have it fixed because we had previously been without water or power for 12+ hours and could not handle more. The people in two bedrooms expected to use that shower/bathroom, and so the unusable shower caused us a great inconvenience. Four people had to enter other people's bedrooms to shower in their bathroom. (2) The keypad to the door stopped working on the second day and had to be reset. (3) The washer started leaking water. I reported it, but Vacasa never responded to my complaint. It was completely ignored. (4) We lost water + power for over 12 hours. Granted the power and resulting loss of the use of water was due to adverse weather conditions, Vacasa did not respond to my messages regarding the lack of power and water for over 5 hours. Vacasa did not have firewood available for us to use in the fireplace. They eventually brought us firewood, but we did not receive it until it had been over 8 hours since the power went out. Our party consisted of elderly people, children, and babies, as young as 7 months old, and the house got below 60 degrees. We could not turn on any lights or use the bathrooms or kitchen. We had to order food delivery and drive out to use the bathroom.
I asked a Vacasa representative if I could talk to the property manager regarding compensation for being unable to use the bathroom and other major inconveniences we endured, but instead of someone calling me or contacting me, they just refunded me $150 with no explanation or apology. $150 is not sufficient compensation in light of my many inconveniences and the fact that we paid $4k to stay in this vacation home. After checkout, I asked if a supervisor could contact me. It has been 2+ days, and no one has reached out. This is extremely poor customer service. I would not recommend staying at this house or any properties run by Vacasa.