I will start with the bad and end on a sweeter note!
Cons:
*Check in is at 4 and check out is at 10
****Customer service was horrific except for the gentlemen that was on property, who was extremely friendly and the manager of the actual building. I had called the customer service number provided to voice a few complaints and ask for a complimentary late check out. My mom and I were hoping for a little extra time, an hour or two because our flight left way later in the day. Both my mom and I spoke to SARA (not even sure that is her real name), she provided one of the worst customer service interactions I have ever experienced. Her communication was unclear; she did not listen; she kept cutting my mom and I off; was rude and cold; was adamant about collecting $40 for any type of late check out; we were on the phone for 35-40 min and ended up hanging up because of the aggravation she caused both of us. We ended up checking out on time because we were not willing to pay anymore money. To note: before we had contacted the customer service # provided, we sent a message through Airbnb and received an automated message back that did not address what we had asked. Clearly no one is fully reading the messages on a regular basis.
*There was no microwave or hangers in unit which said was provided on the original listing
*A lot of things about the actual unit are not functional for comfort or a long term stay. There is no dresser to put your clothing or items. There is no place to hang or put your towel when you’re showering so it has to be placed on the floor (who wants to bend or pick up their towel off the floor? Not me!!!!).
*Pillows were stiff
*Pool is small for that amount of units
Pros:
*The panoramic view in this unit is stunning, we were able to see Lake Austin from both the living room and bedroom.
*We enjoyed the Nespresso machine in the unit and capsules were provided
*Mattress was comfortable
*Gym had everything we needed and more
*Building was well maintained
*Unit was clean
*Views on the pool level are breathe taking
I probably would have stayed here again if it weren’t for the customer service experience I had. When you’re on vacation, the last thing you want to do is have an aggravating conversation with a customer service representative. You want understanding and respect even if they don’t end up giving you the resolution you want. It’s always about being heard and I felt like the conversation I had with Sara was more of an interrogation than anything else. I would give this building another chance but I would not book through Vacasa Texas again.