The property looked very promising upon check-in, however we quickly found that there was no running water. We reached out to the host through the provided contact info which reached a call center for Vacasa. We were eventually informed via that a pipe had burst in the building (unsure if this was hours or days before check-in) which basically ended with "sorry for the inconvenience, it will probably be fixed tomorrow morning" - no offer to make anything right or provide alternative arrangements. We called back about any reparations and were again informed by the call center rep that they would contact local management and get back to us. We had checked in at 4 pm after a full day of skiing and by 8 pm after calling and texting several times, no response, we eventually decided to get a hotel for the night.
We went skiing the next day and tried to come back to the property, but there was still no running water, therefore no ability to cook any of the groceries we had bought or use the bathroom. We contacted Vacasa again who agreed to refund one night since we had to get a hotel, and informed that they would get back to us regarding a refund for the whole stay. We stated to them at that point that as there was no indication provided of when the water would be fixed and it was already two days into the 5 day trip, we were going to check out and find other arrangements for the rest of our stay.
Vacasa finally called back two days later and said they wouldn't provide any further refunds after the first night as they considered the burst pipe "an act of god".
We are now trying to work with VRBO to get a refund for the whole stay, but the situation with Vacasa has been terrible. We've had to wait on hold for hours, got zero proactive communication from them, they never responded when they said they would and we had to call and wait on hold anytime we were trying to get any info on the status of our stay. Then finally, they screwed us by not refunding any money for a contract that they had broken. Sorry, but you can't say a burst pipe is an act of god when you're renting a property in a ski town that obviously gets cold. This is normal activity and that's part of the cost of doing business.
Avoid Vacasa at all costs!
