Even though the reservation was booked through VRBO, Vacasa wants you to download and use their app. Good luck getting in touch with someone.
We were unable to access the hot tub. The keys were not where the “Welcome book” said they should be. It also said there’s a fee if the keys were lost. We attempted to contact the person in the welcome book as it instructed only to find out it was a previous owner. We sent a message through VRBO and emailed Vacasa as per their instructions. The response on VRBO was them denying a spa existed. The email wasn’t answered until 6 days later after escalating to a manager. After speaking to what seemed to be automated responses via text, they kept denying a spa was at the property, then said “you were never charged for the hot tub fee”. As if there’s some fee to use it. Then it changed to “it has maintenance issues”. At that point I tried to get help through VRBO and was finally able to escalate to a real person. The person who contacted me was finally able to get real answers. The keys were not where it said in the welcome book. We did find them, but still had issues getting it to work on the lock. After finally getting the lock open days later, the spa was dirty.
BEWARE. We also noticed a Ring camera pointing towards the unit into the entry of the unit. It is also visible through the 2nd floor window just outside the master bedroom. That was the final straw. We were forced to find other suitable accommodations at the last minute.