2/10 – Ungenügend
Mark R.
26. Aug. 2024
Verbesserungswürdig: Sauberkeit, Check-in, Kommunikation und Genauigkeit des Onlineauftritts
Do not stay with Vacasa - very poor experience
This was the absolute worst experience I've had in terms of customer service. When I checked into the house at 6:45pm local time (checkin time was noted as 4pm), the cleaning service was just getting started, and all the beds and kitchen were messy. This was already disappointing, and I messaged Vacasa via text. The person I texted said the photos were "so gross" and agreed that it was totally inappropriate and disappointing.
I then spent 6 days trying to get a response from customer service about a potential late checkout, or partial refund, to compensate for the incredibly poor check-in experience. I was gaslit and ignored for 6 days straight -- every time I texted, I heard back that they would "check with the local operations team", but there was never an answer. I was strung along, told that I'd get an answer to my questions, and never got them. I don't have any faith that there was ever a local operations team to fix any issue (mine or anyone else's), nor does Vacasa take customer service seriously in general.
Beyond the poor check-in experience and terrible customer service experience, the bikes were uncomfortable, difficult to ride, and rusted, the towels and toilet paper were paper thin, there were two AC remotes missing, and the location of the house itself is on one of the louder streets in Ocean Beach. I will not be returning. Neither this house, nor this management company, was in any way a good experience.
Mark R.
Aufenthalt von 6 Nächten im August 2024
