HANNAH P.
The condo had real potential thanks to its location and the great terrace views. It was clean on arrival and adequately furnished, and the buildings, shared spaces, and pool area seemed well maintained. But there were several issues I wouldn’t expect at this price: a broken bathroom window, a broken fridge shelf, lights that didn’t work, and low-quality terrace chairs. There was no folder with useful information about the condo or local area. VACASA’s handling of the rental badly affected our experience. The pre-check-in emails and app were riddled with errors. The directions led to a different condo in another tower of the same development. Different parts of the emails gave names and numbers for two local VACASA contacts. The first said he didn’t work for VACASA and thought there was a mistake; the second never answered calls or messages. After I contacted VACASA’s main office the day before we arrived, they gave me details for someone who finally explained how to access the condo, but those instructions still turned out to be incomplete when we got there. We arrived Monday and immediately saw that the internet and cable TV had apparently been disconnected by the provider. The local VACASA representative said maintenance would fix it Tuesday afternoon. After many calls and messages, plus repeated promises that it would be sorted “tomorrow,” the internet finally worked on the last evening of our five-day stay. Cable TV was still out at checkout. Five days after we left, VACASA still hadn’t contacted me about the discount or refund they promised, which only reinforced my poor impression of their customer service.
