Vacasa is horrible management company. I emailed twice and also texted to two different numbers that texted me when I finally got a response, it just said someone will contact you and that never happened.
I am extremely disappointed and upset with the check in process.
The check in instructions provided gave a door code. We arrived a few minutes early and upon walking up to the property, noticed there was no combo or keypad on the front door. We proceeded to call vacasa and ask how we would gain access since there was no lock on door. We were told the 10 digit code is for the garage entrance (not mentioned in the instructions) and at 4pm, the same code would allow access through the garage. We knew this was not correct because the garage keypad is not wifi enabled but they ensured us it would work.
At 4pm, we went to the garage entrance and attempted to use the 10 digit code. It did not work. After several minutes, someone walked up and said the keypad has not been working for a week and he would let us in the main garage. Once In the main garage, we again tried to use the 10 digit code and it didn’t work either.
After spending the first hour trying to gain access different ways, we called vacasa and they had completely different codes for the inside garage but those were not working either. We had to wait over an hour for someone to come out. They said the codes we were given for check in were not correct and gave us different 4 digit codes. They said since the garage door wasnt opening, there was another garage entrance we could use.
We are premier hosts on VRBO and book trips for personal use a lot and have NEVER had issues like this trying to check in. We had plans for dinner that night but by the time we were able to gain access to the unit, our groceries were hot from sitting in the car for two hours, our kids were hungry and it was too late to start dinner so we had to make other plans.
While I understand vacasa did not have control over the broken garage door (although they should have known about it), the instructions and codes we were provided were Incorrect adding to the problem. When traveling all day with small children, the last thing you want to happen is to have to sit in the car for two hours when they just want to eat and go to bed.