We were scheduled to have a 4PM check in on a Friday afternoon; early that morning, we received an email saying the condo was ready early and we could check in as early as 11am. That was a nice surprise, but we couldn't actually arrive earlier than we had anticipated.
The information sent from Vacasa said that their office was open until 6pm, 7 days a week. We arrived there to pick up our key at 5:30, and the office was already closed and our key and parking permit were in an outside dropbox. Since we made it within office hours, it felt a little unsecure (anyone could have taken our rental key).
We went to our condo, and upon arrival, we realized that the bed was unmade, there were dirty towels in the bathroom, there was trash in the kitchen. I called and spoke to someone about after hours maintenance issues. She was kind and said that she would schedule housekeeping to come and TO CALL US within a few minutes so we could schedule the timing to be out of the condo when they arrive. An hour later, we had not received a phone call, so I called back. The girl answering the after hours phone contacted the property manager, and reassured us that someone would CALL US within a few minutes. 45 minutes later, housekeeping walked into the condo unannounced and was surprised that we were still there. She was overly helpful due to all of the misunderstanding. We went for a walk, and even though we explained which mess (dinner dishes) was ours and which messes were left from previous guests, she washed our dishes for us in addition to cleaning the condo and changing the sheets and towels.
The girl answering the after hours phone did her job, being apologetic and doing within her power to resolve the issue. And the housekeeper who arrived at 7:30pm on a Friday night did her job to make amends as well. However, where was the property manager in all of this? We never did receive any communication of apology. We were told he was calling housekeeping to find out who didn't clean, so he was apparently more concerned with reprimanding his staff than actually communicating with us in any way.
When we checked out around 1pm on Sunday, the office was still closed and we were unable to talk to anyone, even though: "Our office is open from 9:00 am to 6:00 pm 7 days a week." This was a disappointing experience, and we look forward to an apology and any other gestures from a manager to make this right.
