The home itself is very nice but: 1) No communication available: no instructions on how to check in; no instructions on how to use television; no one to talk to in case of emergency. Never could find garage door opener. 1 a) Couldn't get a hold of VACASA on phone to ask questions even before trip; tried to contact VACASA at arrival at townhouse, but I was hung up on after 25 min. of waiting on phone. After two days, next door cleaning lady gave me the name of the local property manager.. Her message machine was full from all the other vacationers trying to call, so couldn't leave a message. Did get a hold of manager on sixth day of stay.
This lack of communication is unprofessional. I don't care if you don't have staff. You shouldn't offer the vacations if you can't take calls and/or service them. This put a damper on our trip at the very beginning.
2) Lack of special cleaning for pets. White dog fur was all over front door carpet and on floors on arrival. I could see dog fur when sun hit the floor; fur on socks after walking around home. Where is the special cleaning? Manager, which was very nice and apologetic, came to the house and confirmed seeing the dog fur. We have labradoodles; they don't shed.
3) I would appreciate a refund for special pet cleaning and what was charged for using the hot tub, which family didn't use because I didn't trust it was cleaned with proper chemicals and sanitation. I sure pray that the townhouse was properly sanitized due to COVID. I trusted VACASA that it would have proper cleaning protocol. Again, if VACASA doesn't have the staff to properly service units, then don't offer it. Like I said, home is very nice, but communications and proper cleaning was severely lacking.
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> Date of arrival - June 21, 2020
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> Review #54556452
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