We asked to have a late checkout so we could ski, shower and catch our flight out of Denver on the last day of our ski trip. Seemed like this would be a simple request; people often do ask this when no one is checking in after them; owner doesn’t have pressure to turn unit around. Doesn’t cost the owner anything. It was the end of the season at Vail. No one was in the entire building. Very reasonable request right? We’ll not for management at Vacasa. Turned into frustrating phone call and ridiculous conversation with a person and then their supervisor who were not at all interested in customer satisfaction or how their demeaning and insulting canned script would make their customer feel. You know the conversation? The one where they don’t answer your questions, but instead keep repeating their rules that they have no legitimate reason for, and they take no responsibility to help solve your problem with their business.
I was given the total runaround, waste of my time trying to reason with some call center employee who was obviously trained with lines on how this is not their decision, and he is only telling me what their corporate rules are. I suggested he reach out to the unit owner and pass along my request…ah no, he can’t do that.
Bottom line: they would allow 2pm late checkout (4 hours) for $90, but only if I let them know by 4pm the night before. Why charge me? Why 4pm deadline? They had no reason except that’s their rule!
Uhm…I checked in at 8:30pm and wasn’t given any $ credit for the 4 1/2 hours I wasn't there for 4pm checkin….I spent 45 minutes on phone with agent and their supervisor and wasn’t given any $ for my time.
I own a rental property and always accommodate an early checkin or late checkout request if I don’t have bookings on either end. I never charge for early checkin or late checkout requests. It costs me nothing and is much appreciated by the customer; builds goodwill and makes their stay more enjoyable.
My memory of this rental is now overshadowed by how unreasonable Vacasa was and it leaves a negative feel for the whole vacation. I will never rent another property that Vacasa manages and would highly recommend you do not rent from them as well.
They eventually called me back and let us checkout late, but only with a fee…too little too late to make any customer feel satisfied; only feel like we were burned!