The easy to access suite was well-appointed with a comfy bed and in a great location. I did appreciate that.
I was frustrated to receive a call after the 4p checkin time on the day of our arrival regarding the fact that the hot tub was broken. I was driving the coast to the Airbnb, had the expected spotty service and was unable to call Vacasa back until the following morning.
The on-site tub was one of the key reasons I'd selected the home over others. I understand these things happen, but when I called the number provided to follow up on the offer of a certificate to a nearby hot tub facility, no one picked up and I did not receive a return call. Also, when I said "Hello" to the homeowner in person on Saturday evening, I did not receive a verbal apology for the hot tub hiccup. A simple acknowledgment of the situation would have been gracious.
I hope in future Vacasa allows more lead time when communicating challenges to guests. That way, they and the guest can work together to find a solution that is mutually beneficial and makes the guest feel valued and like they got their money's worth.
Thank you.
Kind regards
Lee Anna