Most of the time if things are going well, you have no need for contact with the owner/property manager of your vacation rental. Just hope nothing goes wrong at this location, because you will not receive any assistance at this property!
Our first experience with this lack of customer service came when I booked the property. I sent an email with questions regarding the unit and facilities. We received a response 3 weeks later, shortly before our arrival- they stated their apologies due to their email inbox being overwhelmed.
I tried calling their customer service line several times with urgent questions several days prior to our arrival but was on hold for over 45 minutes each time and never got through.
When we arrived at our unit, we discovered the garbage disposal was not working, but more importantly, the patio door handle was completely unattached and broken, and the door would not latch or lock. We were on a first floor unit, so this was extremely unsafe- as we could not even shut the door- it also let in cold air and while we were visiting it was chilly and windy. ( Due to the size of our family, we did have people sleeping in the living room- right next to the patio door.) I called Vacasa customer service- actually got through this time as I indicated it was a safety issue, and they ensured me they would have the local manager call me ASAP. This never happened- I called the customer service agents twice- they both agreed our situation was not safe, and kept trying to get local management to call me-this never happened. Every time we left the unit we had to lock up all our valuables in the car. We spent two nights with the door open to the elements and anyone else who might want to come in. I do not hold accountable the property rental company for the frequent police presence in the area, or the late departures/arrivals of other guests (loud and usually drunk) however I do expect to be rented a safe unit that will allow us to feel protected and enjoy our vacation. Our entire family left this location and headed home exhausted and upset with the experience. During this whole process, I requested the option of moving to a safer unit, but no response or reparation was made during our visit. Since arriving back home, I still have had no contact from anyone at Vacasa- neither with an apology, or some sort of refund for this terrible experience. I strongly recommend you think twice before renting at this location!
