Beware of broken heater! Our much anticipated vacation started out by not being able to access the broken lockbox in order to get into the home. After contacting the property management company, Vacasa, and spending 30 minutes searching for a backup lockbox in 29 degree weather, we finally gained entrance to the home.
As if that weren't disappointing enough, once inside, we discovered the heater was broken. We called Vacasa once again, and all that they could do was create a maintenance ticket. Unfortunately, during our 3 night stay, no one came to maintenance the heater so it was bitter cold the entire time! The hot water tank to the home must also be very small as we ran out of hot water very quickly when showering. Stepping out of a cold shower into a 50 degree home is miserable.
The home also lacked basic amenities such as pot holders, dish towels, cleaning products, can openers, decent cookware (all of them had Teflon coming off); toilet seats were in desperate need of replacement; pool sticks had no felt; upstairs tv remote had no batteries; light fixtures and mirrors were broken; screen was popped out in upstairs window; the front door keypad was broken; dining room slider was broken, etc. Not to mention there were lots of carpet stains and the whole home just needed some TLC.
The most disappointing part of this stay was VRBO’s lack of concern in their customer service department. Vacasa did its part in terms of customer service; they acknowledged the hassles we went through and compensated us for the issues we encountered. Unfortunately, VRBO still assessed us with a significant service fee which is, in part, a fee for providing 24/7 customer service to their guests. Although I attempted reaching VRBO upon our arrival (with no response received), I was told they would not consider compensating us because we should have known to reach out to their 1-800 number on their website despite the fact that all correspondence from VRBO instructs us to reach out to Vacasa, and even provides the Vacasa telephone number (rather than VRBOs) for all customer service issues.
This could be a great home with a little bit of TLC and some minor maintenance. The location is great - about 20 minutes from China Peak, and the neighborhood is nice. Our biggest reservation at this point is renting again from VRBO based on their lack of concern for the issues we encountered.
