4/10 Poor
Shayna C.
Apr 4, 2023
Beautiful Property in Need of Maintenance & Poorly Managed
Our family stayed at this beautiful property with a perfect location on Topsail Beach. Unfortunately, many essential items didn't work. The biggest disappointment is that we did not have heat on the main floor from the time we checked in on Saturday until Wednesday and it was 30 degrees at night. The communication with Vacasa was very frustrasting. I repeated called and texted with no response of resolution. We needed to buy a space heater and turn on the oven to keep our small grandchildren warm. Just beware of the items that needed complete replacement or repair that did not work: fireplace, washing machine (completely broken), dishwasher (broken and not usable), the water heater needs replacement (only ran hot water for a couple minutes so we took cold showers), hot tub was filthy and filled with sand (filter needed replacement and to be cleaned). We were excited to see there was an air hockey table, but it doesn't work. When we arrived the garbage had not been picked up and the garbage was filled in the garage and we couldn't get the car in the garage. Then an animal tore into the garbage and made a mess. We found evidence of mice and live cockroaches. The basic cleaning was ok, but the house is "grubby" and in need of a deep clean and multiple repairs to get it back in shape. Also, they only have 1 towel per person so we bought more towels because we couldn't do any laundry. Multiple times I asked for the assistance with the basic and most important item - HEAT! Sadly we were completely ignored by Vacasa. As we were leaving they started sending repair people to inform us that the above listed items were in fact broken and wouldn't be able to be repaired or replaced until after our check out. Things break and maintenance is a given. The real disappointment was being ignored and spending countless hours on hold with a 1-800 number only to be ingnored.
Shayna C.
Stayed 7 nights in Mar 2023