We arrived early. It was over 100 degrees so we hoped to check in and get out of the heat. We were able to get our key fob but when we peeked in the room, it was a disaster... towels thrown on the floor, linens piled upon the beds, dishes and food crumbs scattered in the kitchen, and the patio furniture piled in the living room including the outdoor table was sideways propped against the wall!
Since there were 7 of us and a dog, we sought refuge in the lobby until the room was ready. At 3:30 we peeked in again and the room was untouched. We immediately called the property manager listed on a brochure in the unit. She did not pick up but her VM said she doesn't work on Fridays (the day we were to check in) and to contact "Kerstin". So we call her but her VM said to call "Donna". So we called her and were only able to leave a message. At 4pm (our check in time) we all came in to the unit to try to relax in the AC. At that time, we noticed a pile of dog poop in one of the bedrooms! GROSS.
Finally, Donna called back after about an hour but said she doesn't manage that region and to keep trying Kerstin. Thank you very little, Donna! After multiple calls to Kerstin we finally called Vacasa and demanded to speak to a supervisor. They connected me to "Cedric". He expressed his sincerest apologies and said he would try to contact Kerstin. He said he would work on a refund.
After another hour or so of waiting and frustration continuing to build (great way to kick off the vacation, right??) we decided to start cleaning the unit ourselves. We figured they were not ever going to get a crew out and we had nowhere else to stay. We moved the patio furniture out, cleaned up the poop (so fun!), vacuumed, wiped down all the countertops and dressers etc, did a load of dishes, and 3 loads of laundry.
All the while Cedric could not make any progress on his end. He continued to express his apologies but at least we were finally comfortable. The next morning Kerstin calls. She said she had a family emergency all night. If this was true, then why not delegate your work to someone else? If this is Vacasa's process, then she should be fired. There is no way she should have left us stranded in that situation. If this ISN'T Vacas's process, then Vacasa is a poorly managed business and someone else needs to be fired!
Kerstin said she was going to refund our entire trip and cleaning deposit. It is now over a month and our dispute for a refund is still ongoing. Out!