This was our fifth time to stay in this unit. We’ve been loyal customers and started staying here in the 207 unit in 2015 back when it was VRBO, we loved it so much that we overlooked the small items that could’ve been better, because we really enjoyed the location and it was clean and in acceptable condition, and we stayed again the next year in it. We rented from Ferg Vacations through Carson Realty for a stay after it was sold and had left VRBO, still enjoying the stay. We have now rented a few times since it has been under Vacasa management, and this will be the last.
We checked in on 9/6 to stay through 9/13/22. It was very clean upon arrival, but that’s about it.
We had reported following last year’s stay that the master bedroom mattress needed to be replaced. It is the same mattress that’s been there since our first stay in 2015, and it wasn’t a new mattress in 2015. It is so worn out and mashed flat due to age, that by the 3rd morning my wife awoke in tears from shoulder and lower back pain.
I called Vacasa that morning at 7:50AM spoke to Keren, and she said “someone at the local Hilton Head office would be in touch with me”. At 9:30AM I called them back because I hadn’t yet been contacted, and we needed to know what to do for our remaining nights. They changed the status of our report to urgent. I received a call back from a local Vacasa person with the cell number (843) 707-6*3*. She told me that they didn’t have another unit, and that she would call the owner and see if they’d like to do anything and she’d get back to me. I told her we were at Walmart buying an air mattress in case nothing was done, she said that she could bring me an air mattress, but I told her we didn’t want to sleep on a used one and we already had driven to Walmart and had it in the buggy. She said she’d reimburse us for the air mattress, and would get the total when she called back. She never called back, ever.
Other items that were an issue:
Only supplied 4 wash cloths and that’s not enough for two people, had to wash every day.
Broken vanity knob at sink in master bath since 2015
Not 1 comfortable chair on porch, same white chairs since 2015
Slow draining tub and sink in master bath
Both DVD players were broken (we picked one up at Walmart because we’d brought movies to watch knowing it would rain a few days)
Washing machine was dirty and needed to be run through a cleaning cycle
Elevator wasn’t working Monday morning
All of this being said, we loved our history at this unit, and we will continue to come to Hilton Head annually, but won’t be staying here, or renting through Vacasa.
We’ve voiced all of this, but we know nothing will be done, and we highly recommend anyone reading this also check out the Google Maps ratings and reviews for the Hilton Head Vacasa office (2.8 of 5 stars), with other tenants experiencing similar troubles with their rentals.
