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6/10 (普通)
Joe R.
2025 年 7 月 2 日
Frustrating safety and security issues
We had issues with the door lock upon arrival. It finally opened and we got unpacked. When we tried to get back in the room after an hour or two at the beach/pool, it wouldn’t open and we were locked out for nearly 2 hours while we waited for someone to assist us. The customer support team tried resetting door codes and sent us on several searches for a physical key they thought was in a lockbox near the condo. Come to find out the HOA at Splash doesn’t allow lock boxes. Something the support team should have been familiar with. My wife and I were both on our phones while holding our wet toddlers trying to get escalated to someone who could help us since our door lock was obviously broken. We finally were able to find and convince the Splash security to let us in with his master key and we then were confined to stay in our room the rest of the night until the locksmith arrived and completely replaced our door lock and handle. Hours wasted on our first night there and so much frustration trying to convince Vacasa customer service to provide us a person on-site to help. Their desk downstairs was closed by this time in the night. If it hadn’t been for the security guy (unrelated to Vacasa) we would have been locked out with soaking wet toddlers for 3 hours all of our stuff locked in our room. We followed up for the rest of the 3 day vacation and beyond requesting a refund to offset this terrible start to our vacation and they finally issued a refund that didn’t even cover the first night’s cost. Bear in mind check in is at 4PM so we had 2 hours to unload, unpack, and enjoy the beach and resort before being locked out for the next 2-3 hours before eating an oven pizza and putting the kids to bed late. Infuriating amount of compensation and we are very unhappy with the resolution. The rest of the stay thankfully went off without incident. Praise God we hadn’t accidentally let the door close behind us and locked one of our toddlers in the room for hours. Due to the severity of the safety issue here we were also expecting more of an effort by Vacasa to act quick and make it right. Splash security desk said that exact problem had happened the night before although they didn’t specify if it was a Vacasa property. From our story, it seems more than likely.