6/10 Razoável
Jonathan O.
6 de novembro de 2023
Aspetos positivos: Limpeza, localização e exatidão do anúncio
Aspetos negativos: Check-in e comunicação
Great location - terrible customer experience
We stayed at the location over the Halloween weekend, of the many places we've stayed in Austin this was a great option. Very near to everything but had a woodsy-remote feel to it. I really have no complaints about the property itself.
However the property manager, Vacasa, was awful - we were locked out the first night, the key code provided worked but there was another lock without a key. We sat in the heat for about an hour before we could get Vacasa to get to work. They would say the responsibility was on the "Local Manager" to take care of but that "Local Manager" never called us. The second time we called that evening, we were hung up on. Finally, someone texted that a locksmith was on the way, at that point, it was approaching 9 p.m. so we made other arrangements for the evening. Vacasa said they were submitting for a "Max refund" and proceeded to not provide updates though they promised to have this resolved before we departed on 11/1. I followed up daily and never got anywhere. Finally, on Friday 11/3 I got a text that they were refunding me half of one night's stay - we weren't even able to stay the first night. I received no explanation for the reasoning for that amount and again the main Vacasa phone line said it was already resolved so they had limited ability to do anything. They "put a note in the system" for the local manager to reach out - that person has never reached out during this entire time so I am not hopeful. Property 5/5 Vacasa 1/5.
Jonathan O.
Estadia de 4 noites em outubro de 2023
