WORST CUSTOMER EXPERIENCE EVER - DISHONEST COMPANY WITH UNACCEPTABLE SERVICE
Firstly, before our booking, a manager of VACASA confirmed in our Airbnb chat that they can provide a mid-stay clean service for this property. A few days later, when we proceeded with the booking and payment of the property, I contacted them to arrange the cleaning. Their reply was that mid-stay cleaning is not offered as an amenity for this rental home even though we have mentioned that this service will be at our extra expense.
Secondly, three weeks prior to our arrival we requested a rollaway bed for one of our kids. Vacasa informed us that they do not keep extra beds and that they wouldn’t be able to provide one. I’ve searched online and found a rollaway bed for rental but I couldn’t proceed with the booking as I didn’t know when/if a local staff would be able to receive the rollaway bed before our arrival. Although we found a solution to “our problem” on our own, Vacasa and local managers did not cooperate.
Thirdly, on the 22nd of October, we arrived at the house. After a fifteen-hour flight, our only need was to get in the house. Unfortunately, the code they sent us wasn’t working. We managed to get in with last year’s garage code (we stayed at the same property last year under a different management company), and we have no idea how that was even possible. After several phone calls with Vacasa's managers, we’ve been informed that they missed sending us the garage code. Our check-in at this property didn’t go smoothly at all.
Finally, when we got informed that our flight has been rescheduled, we requested a late check-out and we were told that late check-out is not available as the housekeeping team needs to prepare the house for the next guest’s arrival. Once again our request was denied. We’ve searched on different platforms and the house
has no reservations for at least the next two weeks.