First, let me differentiate between the condo and the management company. The condo was great, views were amazing. It was clean and as described in the listing. All of our issues were with the communication and lack of attention to detail by the management company.
1. We were not told that we had to get a parking pass from the front desk of the hotel. We had to figure that out the first morning we tried to leave the parking lot. Also, the condos are not part of the hotel and the hotel staff makes it very clear that they do not want to deal with the condo renters.
2. Under “included amenities” the listing included the gym. In fact, we chose this condo over another because the other listing showed a price to use the gym each day and this one showed it as included, which covered the additional cost of this condo over the other. This was another communication error, gym cost WAS NOT included.
3. Day 2 of our vacation we come back from the beach to find a strange man in our condo. Apparently the washing machine was broken and he was a repair man. We were not notified by the management company that a repair person would be there. We were very happy that our teenager daughter had not been in the condo alone when he entered. He stated that the washing machine was broken and another could be installed the following day. We were booked for 9 days and chose and condo so we could wash clothes and not pack so heavily.
4. After no new washing machine was installed the following day, we finally called the management company back (hadn’t heard from them), only to find out that the owners had to procure the new washing machine and it would not be delivered until AFTER we leave. We then escalated the situation to a supervisor (Corey) who promised to check to see if he could get us into another unit. Never heard back from him! We did laundry in the sink for our entire trip, we didn’t want to spend any of our time on Maui in a laundry facility! Which is the reason we rented a unit with a washing machine…
5. “Corey” stated that we would get a $225 credit for our trouble. That was the only follow through that actually happened on the property management’s part.
I’m sure 99% of the time, when you rent a Vacasa managed property, everything is great. However, if you have any issues during your stay, this is when their complete lack of customer service becomes a huge issue. We will never stay in a Vacasa managed property again.