TL;DR – Multiple health and safety issues that were not addressed or resolved by Vacasa in a timely manner for our family to safely use all areas of the house.
The issues with this rental began as soon as we walked in the unlocked and open front door of the condo at approximately 8pm. The lock box was open and a key was missing. After a quick check to determine that there were no intruders or signs of a burglary, we immediately called Vacasa. The local team called back more than 12 hours later. This condo doesn’t have any way to secure the door from the inside, so anyone with a stolen key could have walked right in at any time. Our young kids planned to sleep in the downstairs bedroom. We had them sleep upstairs instead, and used one of the kid’s ski poles to secure the door. The missing key was eventually tracked to the local Vacasa property manager who took it home with him and forgot to lock the door. After taking a day off, he returned the key on our 3rd day. Then, when we filled the dishwasher on our 4th night, we noticed the sink beginning to fill up with dirty water and food waste. The garbage disposal in this unit didn’t work, and the drain had become blocked from all of the dishwasher food waste. Again, we called the Vacasa call center. The following day the local Vacasa property manager (the same guy who forgot to lock the front door) texted and said he would be sending out a contractor that day. I told him we would be out skiing, but that it was fine to enter the condo for the repairs. The contractor never showed. Despite roughly a dozen calls and texts to the Vacasa call center, I heard nothing back for the rest of our stay. So, for the last 3 days of our vacation, my family had to eat, drink and prepare our food in a small kitchen with a sink that was filled with rancid water and rotting food waste. Things you shouldn’t need to tell a professional property management company:
1. Lock the door when you leave the property.
2. Put the keys back where they belong.
3. Make sure the kitchen sink works, and get it fixed immediately if it doesn’t.
4. Don’t make promises you can’t or won’t keep
5. Don’t have a 24 hour call center when there is no one available locally to take care of issues promptly.
6. Kleenex and laundry detergent are not luxury items , and guests paying these rental prices have a reasonable expectation that they’ll be provided. They weren’t – we had to go buy our own, by far the least of the problems we encountered.