12/25 I sent an email to Vacasa requesting that pool heat be turned on for my arrival on 12/27. This email never received a response.
12/27 While in route to the vacation rental, I began a text conversation with a Vacasa customer support agent. The agent stated that the request for pool heat must be made 48-72 hours in advance and that it would take 72 hours to heat the pool. This policy was not stated in the VRBO listing. Additionally, I had emailed 48 hours in advance. The agent stated to be patient and they would respond when they heard back from the local property managers. I never again got a response from this agent. In the meantime, I messaged VRBO. Their agent stated that they filed for a resolution and that Vacasa would have to respond. I never heard back from either.
12/28 In the morning, maintenance came by and supposedly turned on the pool heat. I called VRBO and they said they reached the local Vacasa manager and the pool was heated. I also informed this agent that the hot tub was not heated and towels had been folded and put away while still wet. I never heard back from VRBO or Vacasa.
12/29 We woke up to a cold pool and hot tub. I noticed a number on the booklet left in the rental. I called the local number who stated that the number in the booklet in the house was a Vacasa management service but that they did not manage this property. I called VRBO again. They were unable to reach anyone at Vacasa and filed for a resolution (though I had been told this happened on 12/27). That afternoon, I was contacted by “Erin”. She stated via text that she could bring fresh towels and could provide compensation for our troubles. She delivered the fresh towels.
12/30 I once again called VRBO. By this time I had a case number, but to be honest, I don’t remember during which of these calls it was generated. This agent was able to make contact with Vacasa. She reported that they would look into it and that I should call back in 24 hours.
1/1 via Erin, I was offered $150.
Note-the pool does require a fee to heat. I have no problem with this! I was never responded to via phone or email with a method to pay for pool heat. So no, I did not pay for heating the pool.
I have 13 perfect reviews as a guest on another popular vacation rental site. I never leave bad reviews, as issues are mostly trivial.
Do not stay in this house. There are hundreds to choose from in 30a. This is in no way worth your time or trouble.