We checked into our rental property on June 21st, a group of 8 adults, one child, and an infant, expecting a peaceful stay. Among us was a 7-month pregnant lady, whose comfort was our top priority. However, the very next morning, we discovered bedbugs in one of the rooms. We promptly reported the issue at 8:30 AM via the 24-hour hotline, expecting swift action. We were assured that the matter was escalated and that the local manager, Erin, would contact us within 30 minutes to an hour. As time ticked past 10 AM with no word, we reached out again, only to be told that Erin was searching for an alternative property for us. By 11:30 AM, still without any communication, we visited the local Vacasa office seeking answers. It was then we learned that a pest control confirmation was required before any decisions could be made—a detail that should have been communicated from the start. At 1 PM, Erin finally reached out with alternative properties. I immediately accepted the offer to move, but the follow-up was non-existent. Calls to the hotline resulted in conflicting information about the possibility of moving and the laundering of our belongings. Promises of a hotel room and reimbursement were made and then abruptly disconnected. In the end, we were left stranded without accommodation for the evening, with only a refund of our booking as a resolution. The lack of communication, coordination, and empathy from Vacasa’s team was appalling.
