It was a beautiful property, and we were amazed by the view of the creek. The place was quaint and comfortable. Unfortunately, we were surprised by the management company's disregard for necessities that we thought were basic. The back-and-forth negotiations by text and phone to get support made the first three days of our five-day trip difficult. We were five women, two with special needs. Below were the issues:
1. We didn't have enough bath towels. Although it was a special needs request asking for a few more towels, they repeatedly contested by phone and text, unwilling to provide us with two additional bath towels. I could have mentioned this as an ADA issue (e.g., Americans with Disabilities Act special accommodations), but I felt I didn't need to because it was such a basic request. Instead, they told us to wash the insufficient towels we had.
2. We didn't get enough toilet paper from the very start. We get that we have to buy more the longer we stay. Vacasa said they left enough rolls for three days. We only had a two-days supply. We never had this issue with other VRBO properties. We wished we had known this upfront because we had to keep going back and forth to the store.
3. The broken coffee machine. We drink coffee regularly. Before the trip, I asked about the type of machine to bring the appropriate coffee grounds. When we woke up the first morning, we discovered the coffee machine didn't work. This was a significant, unexpected inconvenience.
We graciously asked for assistance with these three issues without help from any Vacasa associates. Only after multiple requests across days and conversations with supervisors did they supply a new coffee machine, toilet paper, and towels on the third day of our five-day trip. These issues and the landscaper blowing the leaves as we checked in took away from the home's charm and our vacation. Despite their claims that "customer service was a priority," we never felt this was true. We sincerely liked the house but will only return if the Vacasa Management Company isn't managing it.