The general stuff first: the house was a great size for our family reunion, the pool was nice to have on rainy days, the walk to downtown is down a steep hill.
We had a unfortunate situation happen while staying at the house. While we understand things happen it was the manner in which it was handled that was frustrating. At 10:30 p.m ., the toliets on the basement level started gurgling and overflowing. I called the number for Vacasa and told them of the problem. I was told someone would call me back. At 11:30 pm, when noone had called back, I called again and they told me that they didn't have a plumber that could come out so they were going to relocate us. I had 24 people including infants, toddlers, and pregnant women sleeping in the house. Vacasa then told me they would call back to figure out where we would have to move. Around 1 am, they told us the house that we could relocate for two nights( we would have had to move again because that house was booked for later that week) was in the same neighborhood. I asked them to just give us the code to that house so we could use the bathroom and keep our stuff in the same house rather than move it twice. I was then told that the plumber would be there around 9 am the next day. At 10 am the next day, no plumber had come but I saw the maintenance man in the neighborhood. I approached him and asked if the plumber was on his way. He didn't know there was an issue - no one had told him. After several hours on the phone with supervisors and regional managers, they said we would have to wait another day for the plumbing to be fixed. However, the maintenance man said that the plumber would be there that day. There was a total lack of communication and I wasted a whole day and part of the night out of our family reunion on the phone trying to fix the toliets. We had called other plumbers in the area that could have responded earlier, but Vacasa refused to use someone other than their contracted plumber. I understand those plumbers may have been more expensive, but we were without toliets and showers- which made the house uninhabitable. Eventually, the plumber got there and it was fixed by the evening so we didn't have to keep walking to the other cabin to use the bathrooms. For our trouble, I was offered a gift card from Amazon. I told them that 2 nights refunded would be appropriate. They offered on night, but we have still not received that refund.