I secured this rental for a weekend ski trip for my husband and son. I am a long time renter through VRBO. This was my first experience with Vacasa. I was hesitant because I typically have only dealt directly with owners. We booked this trip at a significant expense understanding that, due to COVID-19, there has been an increase in travel costs. We absorbed those costs expecting the standards we have always received from Vrbo.
Upon arrival, my husband found the unit completely filthy from the prior renters. Beds unmade, dirty dishes, plunger in the sink, dirty laundry - the unit was completely unkempt.
My husband called called Vacasa immediately and was asked where in the world he was and given little assurance that someone would come clean it. My son was scheduled to arrive just after my husband. I contacted Vacasa and had both my husband and son leave the unit to try and get dinner somewhere safe until I could reach the proper person at Vacasa and a cleaning crew could arrive.
The health & safety concerns that this situation raised during a pandemic were inexcusable. While we appreciate issues relative to limited staffing at many places, this unit should not have been made available for rent if Vacasa (a property management company) could not adequately service it and meet minimum health and safety standards for the rental. We paid a premium for this rental with the full expectation that, at a minimum, it would be safe and clean upon arrival.
After I made several phone calls to Vacasa, I was able to confirm that someone would be sent to the property for cleaning prior to my husband and son returning. I was told that someone from the property would call me - they never did. I had to call Vacasa four times (I was hung up on the first time) for 33 minutes of talk and hold times before I could confirm that someone would actually be there to clean it.
My husband and son lingered as long as they could at a local restaurant before returning to the unit. They arrived back to find someone cleaning the unit (she was apologetic) had met a minimum cleaning standard. Exhausted & 3 hours from home, they stayed.
Aside from the obvious health and safety risk to my family at a time when all precautions should be taken most seriously, it was a complete disaster and huge inconvenience.
The unit itself is a great location - ski on/off. Well-appointed. Plenty of room.