2/10 Terrible
Whitney M.
10 Apr 2024
Liked: Location
Disliked: Cleanliness, communication
Roaches everyone, wasn’t cleaned, terrible customer service
Our experience with Vacasa was absolutely terrible. We arrived at this rental on Aug 11th at 6:45 pm and the place had not been cleaned from the previous occupants. There were dead roaches every where - in the shower, in the bedrooms, and in living room. The occupants return key envelope was still there from the day before. There were dirty utensils in the sink, dirty towels in the bathroom, and the bed la were unmade. We sent pictures to the property manager and asked another place - as it was evening and we had a tired toddler in tow. Vacasa told us they would give us options for relocation services but only sent us one option or a refund. It was almost 10 pm at this point. The only option was not comparable to this property in size, view, location, amenities, etc. Se asked for another relocation option that was comparable and we were met with disdain. We were treated like we were an inconvenience when all we wanted was to enjoy a long weekend at the beach together as a family. We then were charged $60 for the relocation when we were told we would not be charged for the change in properties. This was an all around horrible experience to move 3 times in 2 days and experience the terrible customer service we did. We will never book with Vacasa again - which we never intended to, we booked through VRBO. We will now be conscious of who we book through when booking through VRBO. We are currently waiting a refund for what they charged us. If it is not settled we will call AMEX and stop payment. All around a nightmare of an experience. I have never in our decade of booking and staying in Hilton Head ever experienced anything like this. Stay away from Vacasa. I understand a mess up but how you respond to customers shows your integrity and their customer service is so far below par.
Whitney M.
Stayed 3 nights in Aug 2022
