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2/10 Terrible
Laura W.
28 Jan 2023
Beware of false advertisement and lack of customer service by vacasa
I will first state that I am completely aware of changing dunes on oceanfront homes. However, the situation at this home that is advertised in the title as Beach access and private steps leading to the beach are beyond a changing dune system. The dunes have been pushed on top of the existing stairwell making you have to climb over a side rail to get to the top of the dune to hopefully be able to get to the beach by sliding down the dune. Getting back up to the steps is impossible and the attached townhome next door has a rope tied to the steps to try to pull yourself up the dune.
When we arrived we had no cable and no internet. We called immediately and no one showed up until the next day at around 11am. By this point we had rebooted the entire system 4 different times and we believe this had been cut off until we called. The vacasa rep at that time took pictures of the dunes and the covered steps and told us unfortunately the city doesn’t care about beach access for the properties. He said he would take back to the property manager to see what could be done. We received no call back that day so I called again the next day. They told me there had not been any update to our concern but someone would be in touch. Again no call back that day either. So day 3 I called once again early afternoon to express concern with no call back and had to be more forceful to insist on a call back from the property manager. I did finally get a call back from the very rude property manager who “educated” me on the dune system and that even though their ad for this house clearly stated in the title with pictures Beach access and private steps leading to the beach that this was not false advertising and they would not give any reconciliation for the situation. Our simple request was we rented this home due to the beach access and private steps for grandchildren and for members of our family to be able to safely access the beach. A shall refund to show their concern or a simple I’m sorry for the situation. However all we received was condescending education and complete lack of customer service from the vacasa property manager. Their excuse was they just took over the property so did not have updated pictures. The description and pictures have still not been updated since my posting the concern. It seems the only concern they have is renting a property under false pretenses.
Great customer service could have fixed this situation however they just made it worse. Property also has issues with breakers tripping when running hair dryers in both bathrooms, lack of adequate hot water for the occupancy listed, and poor hvac system that only kept one floor comfortable.
A very sad situation from someone who has rented from vacasa on many occasions in other areas of the country with no concerns.
